Loan repayment at capitec bank

I took a loan from capitec and I have been paying my instalment ever since, then I app**** for a loan repayment relief as I am struggling to survive with what is left after thier deduction. But they keep cleaning my account even after the recent arrangement with Thandi from Capitec they took it again and now who's gonna buy me food my kids. You really don't care about your customers but your money. The service is too bad cause I went to phumulani mall branch to report but I was told that you sms your ID# because the branch can not do anything regarding my query.You can review the call recording as you always say our calls are being recorded it was the 27/07/2020 time 14h38