Unauthorised debits on my account have

I lost my job earlier this year. I called and asked for a reduction in fees, I was told it can’t be done. My loans and access facility account started being in arrears. I told them I’m not in a position to make payment arrangements as I’m in financial difficulties. I said as soon as I find something I will advise. In November I called and advised that I will start receiving a regular salary and made arrangements to be debited 1 instalment from December . I got my salary last night, and all my salary was debited. I don’t have money for rent,food, transport etc. . I called the call centre and I’m told they can’t help me because the person I spoke to didn’t put the arrangements on notes. If there are no arrangements made, who then authorised for my whole salary to be debited???? Is that even allowed??if the calls are recorded why can’t they pull the recording ?? I was made to hold on the line for over 20mins until my airtime finished. No one bothered to call me back. Capitec is ***********. They don’t care about their clients . Im expecting an immediate reversal of the extra instalments that went through my account!!!!!! And take your staff for customer service training.