Negligent and unsatisfactory service

On the 20th of March 2025, i was on the WhatsApp channel with Capitec bank to change my debit order date for their funeral policy from the 25th to the 1st. I spoke to Palesa first, who's chat I ended as I was busy with my work. I then later spoke to Wisani, who was able to assist with the changes but failed to disclose to me that the debit order is still going to go off on the 25th of March even after I asked to confirm that the debit order will go of on the 1st of April and not the 25th of March. Capitec is not able to reverse the debit order for what ever reason and the turn around time is 3 - 4 working day (not taking their complains serious) according to Keanu who is the manager i spoke to from their call center. Funds that i did not account for have left my account, never have i skipped a debit date with Capitec, however they are unable to refund me and unable to reverse debit order for their mistake. talk about not treating customers fairly and failing to disclose important information. this has now become my fault.