Capitec absent when needed

I have a bank account at Capitec and I stay with my child. My son-in-law got a job in Portugal and the process to emigrate started. I went to the bank to ask whether I can u still use my account in Portugal Then I was advised to get a ****le to simplify my internet banking and I bought one. The day of our departure was very hectic and I forgot my wallet and the ****le at home We arrived on the 13 th of August and I start emailing Capitec to please remove the ****le because I can not sign into my internet banking without it. That is where my suffering started. After numerous emails, I start to get suspicious that there is nobody capable to remove this ****le from my account. A month today and I still have no money cannot pay my beneficiaries And now Capitec ignores me Please is there someone who can help