Capitec lacks service!!!!

My account is frozen and after submitting what they have requested twice, nothing has been done. It's more than a month and I don't understand why they don't get back to me after I've went couple of times to the Benmore Branch and had consultants who showed no interest in assisting me. This is my salary that is frozen and why is is it still frozen? I've submitted everything required, but then again it's Capitec very ***********.I have been banking with them for more than 15 years. I'm very much disappointed in their level of service and willingness to help. By their actions they have determined the outcome. Can they close my account and give me back my money!!!!!