Blocked Account! Claimed to be reported ***** with no facts or answers! False accusations! Pathetic service!

I am extremely and utterly disappointed in capitec. The service is absolutely pathetic to a point of unprofessional service representatives.

I have been banking with capitec from the time they have opened up. Long story short, last week Friday, I lost my wallet with all my cards, including drivers license, bank cards, ID, and cash i had.

This evening, approximately 18h15, I went to fill fuel. The only access I had was my capitec virtual card, which was in my Google wallet. I went to tap my card, which continuously declined. I immediately thought to myself, maybe I have forgotten to transfer the money from my pocket savings to the main account. Only to log into my banking app to see all accounts have disappeared. Being a woman alone at a petrol station, I went into panic mode, parked off in a bay by the garage to call the capitec call center, holding on for 7min, finally someone answered, went through to the authentication process, they then tell me my account is in hold and to hold on, I held on for 13min to be precise only for the lady to come back on the phone to validate me further. All I wanted to know was what the f**king hell is going on with my account!!!!

They made me hold another 3min to come back to say that there was ***** reported on my account. I asked who reported my account and why it was reported *****, and I explained I lost my wallet last friday, which I have proof off and their response was, "I DONT KNOW!!!!!!!! Being a customer of capitec and having full access to my profile, "I DONT KNOW," is not an answer! She didn't know why my account was blocked. She questioned by asking me about previous transactions and made it seem like I did ***** on my account!!!!!!

Then she says they can not help me telephonically, I need to do an affidavit and go to the bank to unblock my account!!!!! At that time, which bank will be open!!!!!!!!!!!!!!!! I need to pay for my damn fuel!!!!!!

What does the call center exist for if you can not assist me telephonically?????????? So I told the lady, I'll go to a police station and email the affidavit that my card is lost, which was what she asked me to write in the affidavit, which honestly does not make sense to me because i never reported my card lost or ****** as i have removed the option for the card to tap to pay and the highlight is, only for her to tell me that only the branch can assist! Really???? Why do you have a ***** department if you can not help a client of yours?????? Why not give me answers as to the reason my card is being blocked.

Why was my account reported for ***** if there was no *****ulent activity???? I even asked the lady for the last transaction for me to validate if someone has hacked my card or used my account, but there was nothing. But you blocked my account for no reason whatsoever and can not give me a reason why it has been blocked!

I want my account unblocked immediately!!!! Affidavit or not!!!!!! I am going to move to a more reputable bank that is professional and puts the clients first and doesn't respond with answers like "I DONT KNOW"!!!!!!!!