Capitec Bank unable to help

So I'm trying to get through to the relevant department that deals with my query at capitec Bank. As that specific department is only open Monday to Friday. I'm trying to find out what documents I need to provide them with since they or whoever put a loan prevention on my name. But no one seems to be able to get me to the relevant department to solve my query and I'm using my airtime. It's like no one knows what to do. Getting transferred from one person to the other.