Account frozen with no explanation and charged heavily to unblock - something underhand I'm presuming?

To be clear upfront, I mentioned to every Capitec person who declined to assist me properly with this matter, that I would in that case publish it on social media and use their names and their attitude was basically - go ahead...

This incident has been ongoing for over a week - managers are passing the buck to National managers who are passing the buck to Complaints and everyone is promising me an email as to why my account was frozen and when, but those emails are not coming forth, no doubt as Capitec cannot put its faults in writing? I've had phone call after phone call of Capitec employees trying to pacify me (from private unrecorded unsecured numbers) but I want it in writing as to what happened to my account. It's simple!

I've had a Capitec account since 2012 with funds in it. I hadn't used the account in a while and my card had expired so I went into the Rosebank branch to withdraw my money (not a few rands by any means) that had been lying in the account for about 2,5 - 3 years. I was told that my account had been frozen (due to no movement I was initially told) and that I needed to bring a new proof of residence. The proof of residence has always been a Cape Town family address where I get other bank statements sent to, but that was not acceptable, I was told, I had to bring a utility bill from a Johannesburg address to deal with the Rosebank branch. 2 days later I presented to Capitec Rosebank a COJ utility bill which Capitec rejected as it was not FICA "correct" according to the branch manager, Samantha Mannessen. I asked to have my account closed and I was told that was not possible either. I then asked for a letter/ document stating I couldn't close my account and after a phone call to Ms Mannessen's superiors I was told that the account "could" be closed. As she seemed to be quickly processing this, I smelt a rat and decided not to close the account just yet as it seemed too obvious to me that someone wanted to get rid of my account because Capitec had perhaps mishandled my account in some way? In order to extract a statement from my account, I was instructed to have all 10 of my fingerprints scanned without consent. Is this within my rights as an act of personal or identity violation? After that I was instructed to sign a form that said I had given permission to Capitec to scan all 10 of my fingerprints - I had not given permission so I refused to sign the form although Ms Mannessen told me "I had to!" I have that document in my possession that I did not sigh. Subsequently, I went to the Nedbank Rosebank branch (directly opposite Capitec Rosebank) and within 30 minutes I had a brand new account opened using the same COJ document as proof of address, that Capitec had rejected. Wow! I complained about this on social media and Capitec customer care contacted me but I told them I'd only be interested in speaking to a regional manager. So yesterday, Sibongile Mahlo, (spelling unsure) who is Samantha Mannessen's boss, called me yesterday "from a private line" not a secured Capitec line where she had access to my account details, and proceeded to ask me for information that is already on my Capitec profile. I found the non secure, non recorded Capitec phone line suspicious, as if she were trying to fix something from behind the scenes or covering for a staff member. I asked her to call me back from a secure line as I wanted the reason why my Capitec account had been frozen emailed to me in writing. Ms Mahlo's excuse was that Capitec freeze an account after there is no movement for 5 years, which in my case is not the case. She then proceeded to ask me when I last used the account and all sorts of irrelevant information that should be stored on my Capitec profile. I am wondering if my account was frozen due to a IT security breach in the Capitec banking system? Needless to say, Ms Mahlo did not bother to call me back so I went to the Rosebank Capitec branch once again, requesting that a call be placed to her on a secure Capitec line so that I could finish our conversation. The attitude I received from the branch manager, Ms Mannessen, was nothing short of disdain and complete rudeness and unwillingness to assist. I was with her for over an hour whist she sat with arms folded, hunched over her desk, never offered me a seat and laughed and sneered openly to me when I asked her to sort out certain issues. She said she could (or would) not assist me until I had a proof of address. I took out my new Netbank account as that and she refused. I eventually got someone from Netbank (branch opposite Capitec) to physically come in and address Ms Mannessen to enquire exactly what she needed and it was then provided - a statement from the ATM seems to have done the trick. If Ms Mannessen could have just told me that, I could have extracted one from the ATM instead of having to ask a Nedbank staff member to come across to Capitec to sort out a mess. In the interim I had asked Ms Mannessen, to get me the National manager details, of which she gave me a name, Mr Paul du Preez, but not a contact number. She said she would get him on the line for me but failed. Eventually she supp**** me with his contact number and told me to contact Mr du Preez myself, which I did and left a message and neither he nor Ms Mahlo have bothered to contact me again. Upon Nedbank supplying Ms Mannessen with the required documentation to allow my account to be accessed on the Capitec system, she handed the matter over to a staff member and disappeared into a back office, obviously refusing to help me further and suddenly seemed embraced, in my opinion. Why she has had an issue with assisting me from day one, I do not know, but I am thinking maybe she does not like men, or white men, or *******ual white men or semi foreign *******ual white men? Perhaps she is ******, ***ist, ****phobic and xenophobic, but thats none of my concern unless it filters through as to how she serves me as a Capitec client of 6 years. I felt as if I was treated as a money launderer or a ********. In order to access my funds in my account now that the account was "unfrozen" I had to purchase a debit card for R55. In order for me to access statements I had to purchase a fob at R75. At Nedbank I opened an account with no charges for a card with no fob needed for a basic cost of R5/month. I definitely differ in opinion with News24's article: "Why SA's Capitec is Best Bank in the World - Jun 27 2017 16:31 Adiel Ismail" - In my opinion it is a bank that preys on the uneducated masses for clients, who believe that it is a cheap bank, when in fact it is not, considering the hidden costs. I also wonder, how many Capitec clients have frozen accounts and are being blocked from reopening them as I almost was. Had I not put up a continuous fight for a week and pursued this issue because having many bank accounts in SA and globally, I know that Capitec did not behave obligingly and respectfully to me. However, if its the first bank you've ever banked with and don't know what else is out there, you will believe its the only way and those are the clients that Capitec feed off in my opinion. I had a chat with an independent banker friend who says as far as she is concerned, Capitec forcing me to purchase a new debit card and a fob at a total cost of R130, to access my accounts and access my funds, is not legitimate banking practice? Wow, if this is what the "Best Bank in the World" according to NEWS24, is all about, then its not surprising at all that South Africa is financially in Junk status and in a depression.