Disgusting Service

I have been receiving an extremely bad service from Capitec bank, whenever i call them and give them my ID number i get told that my account doesn't exist or is inactive I have been trying to apply for credit with them over the phone as i did not have time to go to the branch and i get told that they cannot get a statement as my account is inactive however i only have an account with capitec and all my transactions are there. I have gone to the branch several times to request that this inactive account should be closed cause im not aware of it since last year but up until this day nothing has been done.