Capitec disaster

I have paid money from USA to my capitec account on 5th of July and received an email on the 7th that a new standing instruction needed to be completed due to the reference changing from sender, I have done the new form and changed code to 410 as instructed but no adjustment has been made to allow the money to be paid to my account, More than a week ago I received an email stating that it was loaded and all funds will be paid to my account, my joy was short lived when I received another mail days later stating the exact same reference I already changed on new form must be updated to the same reference that I changed it to already. The time difference makes it extremely difficult to phone and hang on the line for an unforseen time so I am literally on my last thread here to get assistance for my money to be paid to my account so my debit orders can go off without incurring costs. I would like to have my pending money sent back so I can close my account please, Your mail just gets transferred to the next person no one is taking ownership of this