UNACCEPTABLE CUSTOMER SERVICE!!

My debt counsellor has submitted Determination of Over Indebtedness, Form 17.2 on the 20th of April 2023 to email addresses: *** but capitec still debited my account in April and May. I went to the nearest branch which is Hartswater to complain about this 3 times already but they claim capitec has not received this proposal. even today, the story is still the same. I stay far from this branch and I had to take leave every time to visit the bank in order to get an update when will the reversal be done. The Hartswater branch has the email, but the department for debt review/reversals claim they have not received it. This has cost me unimaginable loss from stress and the up and down to the branch. I demand answers today and the reversal to be completed today. Im approaching yet another pay date with this issue not resolved! THIS IS UNACCEPTABLE!