Why do I bank with them when they can't protect my money

I am not very happy with capitec bank as they are the ones that are suppose to protect me.

A debit order that I'm aware of went through my account on the 25th of March and I wanted to reverse it as the DOCUMENTS that Ucollect sent to me have another person's details on it and it's a LEGAL document. I went to the branch in Aucklandpark and ****arney and one one could assist or give advise as to what I should do. Instead they told me there is nothing they can do. I called the call centre and the same was said to me. When I asked to speak to a supervisor I was put on hold for hours.

What do I do? Do I close down the account and open an account with another bank? I have send numerous email to Ucollect but they are not getting back to me as well to fix my details on the documents that they sent me.