Terrible service at capitec bank

I am unemployed and I have a loan with capitec Bank. I made arrangements to pay a specific amount on 2 March. My husband sent rent money to my account and capitec took all of it, went to the branch and called collections. The lady was so rude telling me that she won't reverse the funds because I didn't make an arrangement but I made a note and they can debit any money that comes into my account, anytime. I continued to ask her how I was able to make a note on their system meanwhile they assist us with all that. I sent 2 emails to clientcare on 2 different days but no one has bothered to assist me. I am going to change this bank because "best bank in the world" is just a farce.