Call center agents needs tk be re trained if there were ever trained

They debited my account while i was sleeping, i called the bank first Capitec which didnt help me.than o called Debonairs and found a very rude agent who told me im not the only one.so debonairs takes my money without my consent and have the nerve to tell me im not the only one .who gavw then authority to go into my account ? Are they taking advantage of me being their EFT paying customer?