COMMUNICATION DOES NOT EXIST!!

I decided to call Capitec today as I notice that there has been a balance on my account for a couoke of months, but it's not available and surely any pending payments would have been processed. Initially the man that assists me is trying to find the issue and then casually tells me that there is case of ***** opened on my account. Why wasn't I notified of this? Is this how banking is done these days?

I am absolutely shocked by the lack of communication from Capitec