Case not being attended by capitec agent

Actually I'm writing this review about my bank account and ever since I've wrote a review on 12 February till now there was case for me which was being reviewed by capitec agent and they told that by 19 February the would have fixed the incident but till now there's hasn't been an agent helping me or phone calling me asking questions based on the funds which were held by capitec on my savings plan of which I have to claim ,but capitec gent which was on my case haven't even called yet to ask me any questions regarding to those funds ,last time they told to if I want to speed up the process under my funds which are being held by capitec they've said I must provide proofs of payment and actually I do have those proof of payment but I'm waiting for them to call me and tell me the steps I need to take regarding to claim funds in my savings plan