Pathetic service

I have been having the worst service experience with Capitec over the past few weeks. The beginning of August I went into the bank to get a settlement letter for my loan. Due to me having app**** online for my loan, the consultant had to call the online department to get this information. I waited with him for 30-40 minutes as he was on hold trying to get through to them. Eventually we got my settlement letter and I was told I could not settle the amount at Capitec as I would have to go to the bank I was going to do the payment from and do an eft. There was no FNB in this mall so I had to go to another mall to make the payment, which I did the next day, which was a Sunday. The Monday I called Capitec and I asked whether I needed to send through the proof of payment. The lady I spoke to said it wouldn't be necessary as she could see the amount was settled and she also confirmed that no further debit orders would go off. The end of August a random amount of two hundred and something rand was debited from my account, which I then reversed as I did not authorise it. I then started getting calls from Capitec's collection department stating that my loan account was in arrears. I made numerous calls to Capitec, speaking to 5-10 different people (including one very rude lady) but no one could assist. One lady said that she could see the loan was settled but could not explain why this amount had been deducted. I then received my last call from Capitec. I explained my whole story to the guy I spoke to, who then said his supervisor had advised that I should rather go sort this out in the bank. I mean, what an inconvenience? I did everything I needed to do in order to settle my loan, and now I need to go back to the bank to sort out a mistake made by Capitec? The worst part of it all is that today another random amount was deducted from my account and Capitec was clever enough to process it as a transaction and not as a debit order so that I could not reverse it. Correct me if I'm wrong, but is this not theft Capitec?