Capitec bank is a big disappointment

Capitec bank can really disappoint sometimes, I reported a ***** incident on the 04th of January, sent all the required documents on the 05th , been doing follow ups at the branch because since I reported no one has ever contacted me from Capitec , everytime I call the customer care they will close the previous reference number and log a new one under my name and ID number with a different incident I’ve never reported . The forensics number they gave me from the branch is forever not answered and they don’t even reply emails sent by me nor sent by the branch . If Capitec Bank was not able to help me with my case the least they should have done was to contact me back as my bank . I’ve been with Capitec Bank for 10 years now and this is the first time I asked for their help but they’ve just disappointed me