Unfairly service fees charged on my account

I don't even want to give this so called bank a star , Capitec allowed a ********** debit order to go through my account and I did not have sufficient funds so they charged me a service fee for the unpaid debit order , I called today to ask for the fees to be reversed they said they can't assist , A bank like Capitec does not have a process to follow for a unfairly charged service fee , they are all about putting process on how to debit the client but they forget about the process to reverse the fees , I am so disappointed because to me this shows that what Capitec cares about is making money from the client but forgets about client service , I spoke to the team leader from the call center Angela Zulu and she just said " speak to the complaints we don't have an escalation for reversing fees even if they are charged unfairly you are liable " They even said their ***** department does not deal with such , is money really safe with Capitec ?