Capitec's Inability to Handle Novel Query

I do a yearly reconciliation of my bank account. I would download the transaction history to do the relevant sorts and totals. It has worked before on the very same PC. This year I had a problem. I was able to download the transaction history as a CSV file and then do the sorting. I was, however, not able to add the entries as Excel read these as text and not as values. Normal Excel techniques for converting did not work. I eventually contacted an electronic engineer who app**** a very simple fix by changing the regional settings.

My complaint with Capitec is that they could not provide me with an answer for more than a week. The responses I received varied from the extreme that it is ******* to alter the transaction history to total inability to understand the issue. In the beginning when I phoned I would be transferred from one call centre agent to the next. It would appear this is their tactic when they answer a call they cannot resolve. I even went to my local Capitec branch to show the issue. The lady there could understand it but did not know the fix. It is in hindsight obvious that she did not have the mechanism to escalate the query. Eventually I received an email from someone who understood the issue but advised me to use an external software to fix it.

My complaint is about Capitec's obvious inability to effectively escalate complaints, both from call centre, social media and branch level. Secondly I simply refuse to believe I am the first and only person to have had this problem nor that Capitec does not possess the intellectual s****s on staff to analyse and remedy a problem such as mine.