Capitec - No urgency in resolving issues

I had taken a loan with Capitec in June and settled most of it early July, the remaining balance was debited as per debit order mandate. Subsequent to that a surplus of funds was paid into the settled loan account, Capitec moved funds same day to their internal suspense account without informing me the client of the surplus. Now i am trying to the get funds returned for urgent medical issues however Capitec bank has no sense of urgency in returning the funds, i am pretty certain they wont even pay the interest to me for the days this monies was sitting in their suspense account. An incident was logged but no transfer or response since since Friday.