UNAUTHORIZED DEBIT ORDERS

I have to two unauthorized debit orders on my account I tried to reverse these debit orders but was unable to because I lost phone I than sent an email to get assistance I was told that I need to go to a branch and I would be charged R45 for something that is out of my control and is not my fault. People have always complained about this it only shows that capitec is unsecure, unreliable and not safe am definitely changing banks Saturday cause this mediocre of a bank has nothing to offer except bad customer service