Capitec is refusing with my money ,dishonest bank.

I was locked out of my banking app and when I visited the bank I was told that I need to bring in my documents and ofwhich I use a passport as I am a foreigner. I explained to them that the documents were ****** ,I have the copies and an affidavit to prove that. Not to mention that i one went to the bank to try and change before the documents were ****** but I was told not too since my permit is not out yet. Today I visited Wonderpark branch to see if they can assist into transferring my funds to my other bank.The lady who was assisting me tried and failed she then called the client care line in to assist in this regard but she was as bluntly told that they cannot assist me as I need to retrieve my ****** documents. How do I retrieve my ****** documents honestly,I have a new valid passport with a receipt for a permit that I app**** in 2023 but not out yet.All I needed was to have access to my money and move it somewhere else and they can go ahead with freezing the account till everything is clear as I can’t control the release and issuing out of my permit. Capitec I just need my money that’s in your account to be moved into my other bank and you can go ahead with your closing. Honestly this process has been frustrating and unprofessional. Can someone assist me urgently