Blocked accounts

Bad experience i had an agreement with my grandmother to use her capitec account so that they send money to her account. The amount was sent to her later on the 21st of July, when the unfortunate incident happened that got her hospitalized on that date. So now they blocked my account and her account because we made the transfer very late on that date because we needed to pay my fees at school so know I can't access the funds.

Well I sent all the documents they needed on the 22nd of July. May they kindly release the funds because this is causing alot of depression to my diabetic and hospitalized Grandmother and also me is affecting me academically. We did all the verifications that I was told to do.

Please Capitec help As Soon As Possible Withh Due Respect.