Blocked my account washout communication, Fails to provide written communication so I may proceed further, payments never made into my account where also reported

Dear Capitec Customer Service, I am writing to express my frustration and anger with regards to the recent incident involving my account. On the 3rd of May 2023, my account was put on hold without any prior notification or explanation from Capitec. After calling in to enquire about the hold, I was met with a rude agent who asked where I received my funds from. It was then revealed that my account was put on hold due to a client reporting *****ulent funds of R 18 264.10. I was instructed to write an affidavit and attach proof of how I obtained these funds. I followed the instructions and submitted the necessary documentation to your service desk agents, who were uncertain with their work and had to call into your customer care centre for clarity. I then awaited a response which I never received and had to call in once again for a follow-up. It was then revealed that I needed to pay back the funds to the person who reported the *****ulent transaction. I had included the funds in the affidavit and attached proof of the transaction from the broker app, which showed the sender's name, surname, and payment reference. Therefore, I fail to understand why I need to return the funds of bitcoin that I sold when I will not have the bitcoin returned to my account. It is also concerning that the same person had purchased bitcoin from me in the past with his account, and those transactions were not reported as *****ulent. I requested a letter from Capitec stating that my account was put on hold, the reasons why, the transaction amounts, and the reference so that I may send this to the broker and their legal team can assist me. However, I was denied a letter and told "We cannot do that." Furthermore, on the 10th of March 2023, I went to the Bougenville branch and provided them with the incident number issued by Capitec, only to be informed that two more reports were made for the 14th of R500 and an amount over R1000. These transactions were not in my history and were never made to my account. There was no proof found or provided to account for these so-called transactions. I am extremely disappointed with the level of service I have received from Capitec, and I need this matter to be handled as soon as possible. If Capitec refuses to assist me, I request a letter with the transaction information and payment references so that I may continue with my broker and file the matter with the courts on reported amounts that are unresisted for on my bank statements. I look forward to hearing from you and hope for a swift resolution to this matter. Incident number: ***, *** Sincerely, Naomi Bisimwa