Blocked card, but Capitec cannot tell me why they did it

My credit card has not been working for almost 3 weeks, I have spent hours calling and waiting for conultants to answer the calls. When I get through to someone, they cannot tell me why the card is not working and I need to invstigate it more. Huh?

SAFPS said that it is possibly blocked due to a person trying to open a *****ulant credit card in my name at FNB. SAFPS logged a victim letter and I was told to go to Capitec and get a consultant to contact SAFPS. I have been in the bank for almost 2 hours and your ***** department still cannot resolve or see an issue. Please explain how any of this is possible?