Capitec complaints department failed me together with their investigation team

This is my second review with my experience with Capitec. A lady called Katherine called and still did not solve my problem. Katherine told me that they won't reopen my account and their 'victim' is refusing to give them an affidavit yet they were very quick to close my account. The lady told that there is nothing they can help me with. She also told me that Investigators don't call victims.