Capitec Case Management very poor

I have a serious issues with Cases on my account. Capitec is very fast to hold funds because another Bank thinks that their client is doing inappropriate things. Then Capitec sends a message with a case number, stating that they will contact you, which they never do, and the funds just stays on hold. I have case Number ***6 from January 16th, no contact from Capitec and it remains unresolved, as well as ***9 from 2 April, no contact from Capitec and funds remain on hold. Note that this is merchandise sold to people, and THEIR bank, whichever one it might be, tells Capitec to hold by funds, but my merchandise is gone already. Why can Capitec not first contact me, so I can provide the appropriate documentation before my funds are just held? This situation is unacceptable to say the least.