Capitec freezing account

We have a problem with capitec, my sister received a lump sum of money from gpef as she was a beneficiary of our late father, but capitec decided to freeze the account without even letting us know what is happening, it has been 4weeks now ever since it happened and when you go to branch they don't assist they just give you a new card and say it will start work within 6hours,and still you have to pay for that card too.their service is pathetic