Mind Boggling- Why did I open an account with you

I am contacting you with much disappointment and disgrace for the service rendered by your staff. I contacted your call centre this morning, *** and spoke to Thandi/Thembi regarding an amount of R48 that was deducted from my account in error as I do not have an account with them. I disputed it and asked her to reverse it or log a call/ send a request for it to be reversed. Thandi not only gave me a schooling on how I should conduct myself when call Showmax and enquire why they have debited my account, but also told me that she cannot reverse it as 1. It is my responsibility to look after my card and not hers.2.It is my responsibility to ensure no one has my details not hers3. They cannot reverse it, it must be investigated and it will cost me R82 with no guarantee that the funds will be reversed. I refused to accept this and asked to speak to her team leader, she informed me her team leader's name is Ntabiseng and I should hold. I held on for 27 minutes, with 1 interval from her suggesting Nthabiseng calls me back as she is still busy with another client, but sadly, she lacked competence in her lies because then she said she cannot give me her teamleaders surname because its private info and also, she can provide a reference number which I can use to call back. I said no, I didn't ask if I could call back, it's the other way around and I insisted on holding. A mis-informed gentleman who fell for Thandi's/Thembi's plot takes over the conversation claiming to be another Team Leader on the floor and informng me that Nthabiseng never got to work but he can help me. I need/ insist action to be taken with regards to this disrespectful, tactless, lack of service let alone lack of empathy and compassion but most importantly, lack of professionalism. Irrespective of how little our service fees are paid, a service fee is paid. And Yes although it is little it is because Capitec bank lacks so much in comparison to other banks. I am waiting on a Manager of Capitec to call me back or I will escalate the matter further.