Capitec service levels and staff competencies to be queried

It is impossible to contact the Capitec Bank CEO's office to lodge a formal complaint. If you call the numbers listed on the website, you are referred immediately to the Client Care Centre, whom I have dealing with for almost 2 weeks to get simple answers to simple questions that could not be answered when I visited a physical branch. If the call centre and branch staff can't assist, then surely the CEO's office can be contacted for assistance. Why is Capitec protecting the CEO from receiving complaints?