Bad service received

I have been with capitec bank for the last 8 years and have never had any problems regarding the services I received. I have been struggling since Thursday the 18th of July to get my account sorted out so that I can apply for a personal loan and every time I phone someone or log a complaint I am being redirected to different persons. This has been going on for over a week now nobody can give me an answer and I am really getting ready to switch my banks at this point because I have never had any trouble paying them back for the previous loan but now that I want service it's suddenly a big deal. They suspect a *****ulent loan application on my name which is fine but I mean really I have been to the branch for authentication and for all the documents to be sent through and no one can give me an answer till now. I'm giving this a very bad review as I am very upset at this point. I have phoned the branch manager several times to see if this manner has been sorted out and she also informed me that she's waiting on feedback from her area manager. Now if the area manager can't even help me what's the use of being a customer of this bank without customer service. Capitec prides themselves in being very helpful and with great customer service but at this stage I'm not sure that that is the case. Capitec please pick up your act because I am really considering it to move over to a new bank.