Worst bank in SA

Te worst service ever, they should just close this bank because it brings nothing but misery to peoples finances, I app**** for a retrenchment benefit last year and on the 10th of June it was approved and they advised the money will be paid out within 60 days but Capitec, to my surprise Capitec only started debiting my account from last month and I went to reverse the money again they debited...how? When I was sent a text saying the amount outstanding will be paid off and now they telling me about arrangements, what arrangement and why are you only telling me this now when it has already been said that the balance will be settled. I went to the branch to get assistance, they lady was helpful but when we were making calls to their departments it was a disgrace one agent at collections put us on hold for a good 16 minutes saying they will reverse the money and never got back to us and the other one said they cannot reverse according to their disgression. So this means according to how they feel they cannot be able to assist me, what kind of bull**** is that. I do not have money to buy food she is telling me about disgression. I want my money that's it can they reverse my money finish coz the insurance will pay them off. Capitec's services are appalling...how does this bank work