Urgent assistance needed

Capitec reviews your funds in your account and decides from what bank account they want to debit because I have funds that I put in my capitec savings account and they just decided not do debit from my standard bank account but rather my savings account, now they refusing to put the money back and take it from the account I agreed they can debit, I speak to the complaints team and this now needed to be escalated to the senior complaints team which was suppose to call me at 12 but I did not receive a call back how pathetic, they wanna look at where and how much money I have and decide where they wanna take it from this is theft and unacceptable and this funds is for a hospital bill that needs to be paid and they just don't seem to care at all. I am disgusted in the service I am receiving. I am suppose to receive a email and sms with the reference from the complaints team since 9am and till now I have not received this reference number. this is destressing because this is impacting my well being and resulting in my offspring's not to get medical assistance because of capitec.