The reason why I don't like debt orders

I'm very disappointed to be an Capitec bank klient that always refers my friends and even new wife to capitec bank. On 13 December 2019 her Capitec bank loan and also credit card deducted from her bank account and she have sight on her contracts that they must deduct on the last day of the month. What angry me the most is we had to called twice and both time she was ask if she had her bonus pay in the day. What have her bonus have any business with capitec bank when she have sight that her debt order must deduct on the last day of the month. Just to top everything of she was told twice that they would refund the money with in 45 minutes on the 13 th December 2019 but still there was never a payment back . We have planned to use the money for owe transport but had to borrowed some from owe family.