Pathetic Customer Service

I have a loan with Capitec that I'm currently paying changed banks and contacted them to advise and give them my new banking details of which they managed to debit for February, March they didn't debit as I received smses stating I'm in arrears.Tried calling and even the branch called on my behalf got hold of consultants who clearly do not know customer service if they don't hang up they don't come with solutions they just command.Was told to transfer money to my Capitec account so that they can debit when I asked if Capitec is going to reimburse me for cost involved and will this not affect my credit profile as it shows in arrears on my sms and branch system