Poor Service in Capitec Bank Southgate mall Johannesburg Gauteng

Hi my name is Patrick I am writing this complained regarding my account that I made with Capitec Bank, I have this loan that I made with Capitec Bank in December 2019 so it come to a point whereby end of December they didn't debit their money to my account so I was behind witg one month with my loan instalment,so it continued until end of February whereby they didn't debit their money again so when I realised that I went to the nearest branch to find out what was the problem or what happened that made Capitec Bank not to debit their money in my account that's when u found a consultant that told me that they are going to add extra one month to my loan account or instalment together with the interest so this month in March 2020 it come to my surprise that Capitec Bank didn't stick to agreement,instead of taking of taking one month instalment they took two month instalment which we didn't agree on, then I then again went to my nearest branch in Southgate mall Johannesburg Fairing whereby by I was helped by a consultant by the name of Sanele Ngcobo who helped me with my enquiry,he then told me told me that they can't reverse my money because I wanted him to reverse my money concerning my financial situation that I have so he was so rude that he told me that he can't help me because I made an arrangement with a callcentre agent which I don't remember doing so, so my problem is that if Capitec Bank fail to help me how must I trust them again with my money because they took my money without agreement, how must I and my family survive when Capitec Bank took the money that we didn't agree on in this lock down because I have bill to pay at the end of the day it's not only Capitec Bank that I have to use money on.