Personal Account Invaders (Capitec Bank)

I've had the displeasure of having to deal with Capitec Bank's call centre for the past 2 days with excuse after excuse, dropped calls, being pushed from pillar to post and ultimately no resolution. The issue started on the 18/03/2022 when Capitec decided to debit my account for a loan and access account (I have never agreed to this debit order date and I have a hard copy document confirming the date I agreed to being the 25th of every month). The access facility amount went through and not the loan amount. I them received a call from their Collections department on the 22/03/2022 enquiring when I intended on bringing my account up to date. I advised the agent that the debit will go off on the date I authorized being the 25th. She apologized for the inconvenience and said she will change the date back to the 25th of every month as the system had changed it to the 18th (WITHOUT my consent). This morning, the 23/03/2022, Capitec goes again and makes debit, successfully, on my account. Not once, twice, for both the loan and access facility and again on a date I didn't consent to. I then called Capitec bank, spoke to Sophia Fries in their collections department who acknowledged the error but couldn't give a satisfactory reason as to why this happened and on another date which was not agreed upon. She then said she is processing a reversal into my Capitec savings account which will take between 30 minutes to an hour to complete and reflect. 3 hours later this has not happened. I then called back the collections department and spoke to Rethabile. When I enquired what the delay was, I was rudely told that it is awaiting manager approval and that I was not the only client who required their assistance. I reminded her that firstly, I'm in this position because of Capitec and would appreciate some empathy (Customer Care 101), secondly, this was the TAT I was promised so I have to hold Capitec accountable for it not happening and lastly, Capitec is just debiting as when it pleases them in my account because today is not the debit date we agreed on. I cannot be put in a position by Capitec where I fear having funds in MY account incase they decide to invade it. I asked her to then put me through to the manager in question so I can follow up with them, she put me on hold for 8 minutes and I had to re-engage on the call as to why it's taking so long. She advised that she is lodging an escalation on my behalf. But this was not what I requested, I specifically asked to speak to the manager. I asked her if she has any intension of putting me through to the manager as I had requested? She said no, I'd need to speak to Sophia's manager and not hers and she will put me through to complaints rather. Before I could even say anything, just like that I was transferred (Still with no resolution to my issue and no reflection of funds). I got through to the Complaints department, I had to relate my story again to Chadwick whom after authenticating me also offered to lodge an escalation for me and still with no answers as to which manager is the reversal pending with and if I can speak to them. The call then dropped and no call back was done (Excuse me if that to me confirms that it was intentional) To whom it may concern: Please do take this as my formal complaint/escalation and failure to resolve, I am escalating this matter to the Ombudsman of the Banks and sharing this matter to all my social media platforms. Absolutely SHOKING and UNCOUTH service.