Poor service from Capitec Collections

My name is Iris Phumzile Mahlalela, contact number ********** 237

I have had a 6 month loan with Capitec, the last instalment was to be on the 25.10.2018, I changed my banking details in September and the debit order for the 25th of September was unpaid, I phoned a bank and requested that because I wont be able to pay 2 instalments on the 25th of October, can they please debit the last instalment on the 25th of November, the gentlemen on the line, accepted and took my arrangement.

Ever since then whenever there are funds in my account, Capitec automatically debits the funds, I would then have to call them and ask for a reversal. I once even physically to the bank in Glen Marais Kempton Park and ask them to please not debit until the 25.11.2018 as per the arrangement. I have called them at least 6 times just this month requesting a reversal.

I had funds of R695 deposited on my account on 14.11.2018 the funds were immediately debited by Capitec bank, I called in ask for a reversal, a lady in the Collections department, her name was Snethemba, was very rude and told me that I have made an arrangement and those funds would not be reversed back. I then explained to her, that I have called at least 6 times and physical went to the bank to query these transactions and yet I'm still being debited. She just told me whoever assisted me to reverse the funds, was not supposed to do it, because I never made an arrangement.

So my question is, the whole time when I called and went to the branch and told the consultants to reverse my money and only debit on 25.11.2018, was that not an arrangement?????

She lacks professionalism, and is rude and seemed very uninterested in assisting and was ****y.

I want this issue resolved immediately.