Money coming off my bond account

I have noticed you have debited my bond account with the following amounts of which I have no clue as to what they are, please advise why you are debiting my account with prepaid facility capital? 2-May-19 PREPD FCILITY CAPITAL: R 20 000 22-Jul-19 PREPD FCILITY CAPITAL: R 20 000

I emailed the bank and asked what is going on firstly it took them 5 days to get back to me which is NOT what the SLA states its says we will be in touch in 48 hours seems this is not urgent matter for them. But if you owe them money they are daily. Then I received a reply from Bridgette Radebe and she says "Thank you for your email received.

Kindly note the two amount of 20K each, they were bond withdrawals done by clients on what ever the client has already paid and it become available in form of further loan or flexi facility.

We trust all will be received in order.

I asked foe the evidence an d STILL NOTHING!!!!!!!!!! How do you operate like this ?