Capitec staff is clueless

I have a savings account with capitec which I opened in October 2016 and the beginning of April 2017 I took a 16 months loan. On the 20 September my sister was depositing money when she was told my account is blocked I phoned their call centre and I was told my Id is duplicate and I should go to home affairs to get a letter. At home affairs they say they don't see any duplicate and I had to pay for that letter I went to the bank and waited for 1 hour the consultant was on the phone and no one helped they say they don't understand why it is blocked. I had to leave the bank without help on the 22 September. On the 27 September I phoned call centre again and I was told I have a savings account that was opened by capitec on my behalf I didn't even know the account number and they lady provided me with them.I went to roodepoort branch from 15:30 till 17:00 the consultant was on the phone being told to call helpdesk and helpdesk says call this and I left again without getting help.