All-round service is appalling

Earlier this month I swiped my Capitec card at Woollies for groceries and the transaction declined. There was money in my account but since I was at the till and needed to pay I used my FNB card. I went onto my online banking and saw that I indeed had funds so I thought it must have been an error at the store. Yesterday I was at a restaurant and while waiting for the food, I popped out to a Capitec atm to withdraw money. Again, transaction declined though it stated I have funds. I called the call centre and the man I spoke to told me my account had a soft freeze because every year one needs to FICA their details. I was at Capitec in December 2015 doing exactly that and now in February 2016 I find out without any notification that I have to do this again and my account was frozen in the meantime. I was on the phone for 25 minutes with this man who put me on hold for over 15 minutes. I hung up and called back and the woman who helped me took 5 minutes to assist with my account. Why was I not notified in writing before my account was frozen and why was I put on hold for so long by the man when it's clearly an issue that can be resolved in 5 minutes? I'm not enjoying Capitec at all!