SOOOOOOOOOOOOOOOO DISSAPPOINTED IN CAPITEC BANK!!!!!

I really don't understand Capitec bank's processes, I made an in-app payment towards my CAP-funeral policy after I couldn't make payment on the debit order date and a couple of hours later the debit order went through. I went to their branch in Westgate Mall which was closed on Monday the 9/08/2021 then decided to head to the one in Promenade Mall, the consultant tried to assist however kept questioning why there was no payment for July on my bank statement I advised that I know for a fact that I made payment for July also in app payment she further escalated the matter without having checked my other accounts. I called in today for feedback only to find out that the incident filed was resolved without communicating with me. I spoke to a very nice lady who listened, I made July's premium payment on a separate account which I regularly do as sometimes I move money around.. I'm still gobsmacked that they didn't check the 2 other accounts under my savings account before they concluded their "INVESTIGATION". Now I have to wait LONGER to get refunded! Imagine if I had went to claim clearly they would've denied my claim stating that there was no payment for July even though I clearly stated there was instead of thoroughly investigating they made an assumption how appalling!!!!