Bad service

I am so fuss appointed with the Capitec service and the attitude of one staff member as if she/he doesn’t want to assist clients. I booked accommodation via booking.com using my Capitec card, to check 2 and check out 5 May 2024. The accommodation held the deposit of R1500 and was released on the 8th of May. Capitec is holding my transaction and I cannot use my money. I contacted Capitec using the WhatsApp. I spoke with about 4 people with no help. One agent told me to ask the merchant to write a letter and request Capitec to release the funds, she provided a list of what is needed. I sent the message as is and the merchant wrote the letter. I sent letter to Capitec using the WhatsApp number. Another agent gave a list of things to be on the letter. She/he was very rude when I started asking more clarity as two agents are giving me different message. I don’t understand why is Capitec taking long to release my money I don’t owe them whereas the company actually released it. It’s like they are punishing me for using my account. This is ridiculous and they have a nerve to be rude