Capitec is becoming a nightmare

My ordeal started on the 11th of November 2022. I received money into my account for services rendered to a client. A couple of days later, my account is closed but there's no word from the bank explaining this. Fine, I decide to call the bank to maybe get an explanation as to what is happening. The consultant on the phone fails to give me information on this and orders me to visit a branch for an explanation. I indeed visit a branch (about 60km away from where I live). I get to the branch, the consultant at the bank, checks on the system if there are any notes linked to my account being closed, BOOM! NOTHING THERE!

I wasted a trip, I wasted money, I wasted time. Fine, the consultant logs an enquiry on their system and gives me an incident number so I can make follow ups easily on what is happening. I call the bank and finally I am told to send documents in that explain what the money I had received was for. I quickly rush to gather these documents and then submit them to the forensics department using the *** email. I call back to check if they had received the documents, they tell me I should check again in 24 hours as the documents get sent to a mailbox and it takes time for the investigating team to download the email.

Okay fine, I think "I will be heading to Pretoria so I'll check there". I indeed go to Pretoria and I am told the documents I sent were not attached to my case. I fortunately had the documents with, and gave them to the consultant in the branch to attach. He showed me the entire process, from scanning to attaching the document and even gave me a new incident number to make follow ups on, and so I left the branch. 24 hours later, I contact the bank to make a follow up, GUESS WHAT! The consultant on the phone tells me there are no documents attached to my case, she however promises to make a follow up and then get back to me to tell me what is happening - SHE NEVER CALLED BACK (I guess she just wanted the call to end). Now almost a month since the incident began, I am more in the dark than at the beginning. This is not the way to go.

Suggestions: - The bank needs to develop a procedure for dealing with ***** cases that actually works. Closing my account without informing me doesn't resolve the problem. How do I know I need to go and talk to the bank when the bank doesn't communicate with me about issues concerning my account? - There should be a global log of consultant activity on all client accounts which is accessible to all departments. What I mean is that, every time a consultant accesses a client's account, the system should record all their interactivity with the client's profile and have them saved, so that follow ups could be much easier and we don't have to start afresh everytime we need help.