Clientele are *****ing from kids

So we had an issue with capitec not being able to reserve unauthorized debit orders and we we told to contact clientele life which we did, firstly I spoke to a lady the name of basetsana unfortunately we got cut off, called again spoke to a lady by the name of Refilwe/Refiloe modiselle I explained that my little brother had an incident were money was taken out by clientele and he needs that money to be reserved because he didn't consent to anything, the lady then told me my brother took a policy of R399 I mean how can a 19yr old take a policy this person is not even working, how do you give someone a policy knowing very well this person is not working, this lady insisted that my brother took the policy and told me about stupid benefits which my brother clearly told him that he is not interested, one thing that surprised us was the email address she gave us, my little brother doesn't have an email account yet, my issue is this lady said they won't reverse back the money, this clearly shows someone is using my little brothers details, I fail to understand why can't his money be given back to him because he explained that he didn't take any policy. This shows clientele are ******** they go around making people take policies without asking for ID copies and all the necessary information to avoid *****. That money needs to be refunded back because the house Address was wrong as well.