Capitec Bad Service

My son is overseas for three years. He has a Capitec account in RSA. Two weeks ago he tried to access his account but was not allowed. He called customer services and was informed that his account was frozen because he did not Fica the account. Capitec never informed him of the requirement. He cannot Fica the account because he does not have his cell he had in RSA. Capitec informed him that he must come to RSA to activate the account. If not it will be closed on 31 March 2024. I sent an e-mail to customer services and complained. Tariq Salie informed me that he will call my son, which he did, but it was not a convenient time. He promised to phone the next day 22 March, but he did not. To date no reaction from Capitec. Very bad service.