Poor customer service

Poor customer care I called the customer care line yesterday (04/11/2022 @18h32) and I spoke to a certain consultant, I forgot his name. I have a problem with some unauthorised debit order that had gone through my account,

This guy went into tell me that I need to go to the police station and open a case and then go to Capitec Bank with a case number, and then the other option is to contact the third party to request a refund.

Mind you, he didn't even ask for my name, my ID number or account number to check what's happening on my account or to verify what I'm telling him.

Is this the new treatment Capitec decided to implement on their customer service.

I'm ****ed.