Poorly Disgusted Service

I can't believe I'm writing this to you again. I am utterly disappointed in the services of the Collection Dept of Capitec today. I requested a reversal today and the consultant I spoke to refused to help me saying that there is no arrangement on the account. I explained to her that I already spoke to the consultant on 27th January to make a note on the account for me to pay R1650.00 on 25 February since there was no options to capture an arrangement and we proceeded. An amount of R500 was paid into my account yesterday and Capitec just simply did a scheduled transfer and now I am hearing that you can't assist me with the refunds. I am really disappointed today as this is not the first time that this has been happening- every time my salary gets paid then Capitec takes all my money and put in my loan account. For me to go into the branch month after month it's frustrating and costs me unnecessary money- all this after I changed from Absa Bank to Capitec again to receive this type of service.