********** Transaction from bank account

Good day. Kulula I need an explanation. This is not ok. This is **********. And it needs to be fixed To the public out there I need you to help me understand this. This is something that can happen to anyone. So is what happened. On 25 February 2021 I booked 2 tickets online using the Instant EFT option. I choose Capitec then the system send a notification to the app, it creates the beneficiary. The owner of the account as confirms it. Then only the payment go through. No where in this option do you use your card details. No payment can go through unless the owner approves it. Money went out of the account in exchanged for the 2 tickets. But we didn't receive the tickets. On 26 Feb I contacted Kulula customer care services and I was referred back to Capitec bank. At Capitec bank I was told the money went out of our account and it is now with Kulula. So I sit out the 27 Feb in the hope that the money will come back to me. On 28 Feb around 8am I called Kulula customer care service again. This time I had a name. Keesha Regal assist me. She asked for the card details I used including the CVV number. She told me it is the only way she could sort out this transaction. Later the afternoon I received confirmation that I tickets were sorted out. On Monday 1 March at check counter there was only 1 ticket booked. After an hour of embarrassment ..I got a boarding pass. On 4 March we receive a notification for a payment from Kulula I used more then the amount on airtime etc trying to get this sorted out. Up until today No One from Kulula can explain to me how did this happen. No apologies No nothing Please tell FB peeps what would you do if you were in my shoes. I'm not interested in the refund. I need an explanation. I need someone to take responsibility. I need someone to guarantee me it won't happen again