Capitec failed me and my family.

Im very disappointed with Capitec ,i sell online watches n i sold to a client and the client clmplained about the time it tookto.deliver thewatch and when it arrived she was nolonger interested . She wanted a refund but instead of telling me she went to Capitec and had my account blocked. I cant use my account or any money i have on it. They instructed me to search and find a client who is at Eastern Cape and never met,they say i must get a signed affidavit from the client and the clients certified copy of ID. How do they expect me to get such while the client don't answer my calls or anything yet my account is blocked. Cant buy my kids uniform or stationery cause of this.