Poor service!!!

Very poor customer service. My husband got his December bonus on the 13th as he is working the entire month and we needed to do Christmas shopping earlier due to his work schedule, we have a contract with Capitec stating that our debit order should go off the 28th of each month as that is the usual pay date. Capitec generously helped themselves to their debit order on the 14th and when my husband phoned them to sort it out so they said that he must provide a pay slip stating that it is his bonus and not his salary before they will reverse the debit order(we have never received his salary in the middle of the month, and needless to say, much less than his salary). It is bad to not even get the chance to budget because Capitec takes control of your money regardless of a signed contract!! We will be looking at changing banks because we cannot have a bank having more say regarding our money than we do!! We have never missed an installment not even during lockdown!Its poor service!!