Staff don't know their policies and products

Hi,<br> <br> I have a savings acc with Capitec and I made a manual payment to my daughter's clothing acc, i had a stop order on that and I forgot to cancel it so on the 28/01/16 my acc was debited because i didnt cancel the stop order. I called the call center n was told i need to go to the nearest branch. I did go the branch (Carlswald,Midrand) and a lady by the name of Maggie told me that they cant stop a stop order (to my suprice, they manage to stop a debit order last month on my account) so HQ has to not them. She gave me an incident number ***9 to follow up my inquiry. Today 29/01/16 I called the call center again n an agent by the name Kimaan(spelling might be rong) *** told me the consultant at the branch could have stopped the stop order. Now am being told the branch was suppose to do it, branch told me that the call center will do it. Do this people know what they are hired to do. I need this sorted out urgently and am not paying anything if there charges involved because I reported this within 12 hours after the debit went off.