Capitec nightmare experiance

The worst experiance ever with Capitec. My account with them is dormant but they accepted the funds when one of their client paid to my cellphone. But they won't let me withdraw the money..i have asked 3 times already for them to return the money to the sender. They confirmed that the process would be done in 48 hours and when I check using WhatsApp the money is reflecting. So they will not return the money or they accepted the funds when the account was dormant and won't let me withdraw and won't return to the sender. I am so frastrated with this bank.