Bad client service they keep taking me back and forth

I reported ***** since I transferred money looking for accommodation I was then told to open a case I did, after soooooooo many weeks Capitec is telling me that I should go to small claims court How? How's that possible?

I mean I did everything they asked me to and they giving me 14 days 14 days? And worse part they saying they cannot get hold of the recipient even the police tried phoning her seems like she is not longer using that phone