Terrible call center service.

Capitec call center(collection department) is the worst. In february I called in to make a payment arrangement and today they took the money that we never agreed on ,Now I am being told that no reversal will be made, until they trace the calls they failed to load on their systems,is that my fault? no so why should other service providers not find money in my account ? I am ready to have a bad record because of this and if the money is nit paid back I am simply not going to pay back capitec,seriously!

very upset client.