Refund

Capitec this is Johanna Mangena with the following ID no. ***. I made an arrangement with you that I'll afford to pay R1000 every month but today you deducted R11 000 in my account that's my whole salary how do you expect me to survive for the whole month? Last time you deducted more than we agreed on but I called and you managed to refund me my money within an hour in my Capitec bank account. Today you did the same thing and when I call you you tell me about bank statements and telling me that you don't guarantee that I will get my money back how cruel is that? And your consultant Wandile was very rude. I did send the bank statement but till now you haven't responded me. Can I please get my money back. I have to pay rent, school fees, I need to buy food and transport money the list is endless. Can I please get my refund please.