Agents are unable to understand the request

I opened a new account -for financial reason had to do a debt review, on my new account and they sent me one dabchick -it was the incorrect amount when they sent the second one, I didn't accept it in case they both went off leaving me with no fund,. Now I know for a fact that a Debi check can be removed from my account, I then tried to get assistance on secure chat what an absolute disaster this one -no one was able to help me, some of the agents couldn't understand others kept routing me from department i been re-routed to about 15 ppl and 6 different depart,ments ,don't think any of them knew what to do , I have screen shots of the discussion-Now please assist me in removing the old Debi check from my account -do I need to provide you with proof from the third party of what I'm saying on my own account? I don't have time to wait around, assist me or ill rather just move to Capitec again