Voucher redeeming issue.

Capitec has been a good bank to me but recently since my unemployment, they have just been putting me in a predicament. I'm paying where I can and when there is. Firstly, in June - you deduct from my Capitec account without my consent for the repayment of loan and deducted money that was not mine for my repayment. When I phoned the call Centre they said the system automatically does that, I am still understanding that. My repayment account was from my FNB. Secondly, I sent myself a cash send and headed straight to the bank, tried all the the ATMs as advised from the bank consultant and it says I should contact the call Centre voucher cannot be redeemed. When I looked on my app it said voucher was redeemed. Now I'm logged for investigation. I WAS WAITING long for this money and need to make payments and I had an appointment this morning. After reading reviews it seems your investigation turn around is much of that poor. So can I please have my money back within the timeframe or before. ***.