Bad service

I had an account with capitec and I lost my job in 2016, I went back last year to re-open my account. I was informed that some ********** payment was made, but the money not withdrawn. The matter is being investigated, now I keep going back on a monthly sometimes weekly basis. No one can assist the ***** department will always ger back which they never do. All they say is come back and come back, which I do but I cannot up and down to the bank like this petrol is expensive and taxi too now. I did not use the account since I lost my job and all I wanted was to sort this out and re-open my account. Because I believed they are one of the best banks, now I can see they clearly do not care about the people or their needs. I worked for financial institutions for years and know the effect this can have on a client. Hence, I wanted to sort this out.