Capitec bank is ****ming their clients

I still remain unhappy with the treatment from Capitec. The sender has gone to the bank Helpdesk as was advised, no assistance received. I do not understand why cant Capitec use a bank statement from the sender indicating teh payments done to my account as they are stating my account clear.The money is being held by Capitec and I am in debt needing my money. I feel ****med by Captec bank now as the requested is kind of impossible and even showing on the bank statement what more is required?