Bunch of loansharks ****s-holding people's money hostage

My tax free account has matured but I cannot have access to my money. These are the reasons given to me: 1. I should have responded to a call from Capitec that they made to me (with so many ********, why would I entertain someone who says they have my money, therefore I need to verify my details)? I was therefore told to go to the branch. 2. When I got to the branch they told me they cannot help me as the funds are now locked but they did confirm that the money will not be generating interest while stuck there. 3. I was eventually sent home to wait for the call. I'm still waiting... Why is the money not accessible on the app the minute it matures? What is the point of the app then.