Double debit account on hold

There was a double debit issue between SAA and Capitec bank , that had the bank place my account on hold. I was told I need to get communication from SAA and send whatever proof SAA gives me to Capitec bank . I’ve sent in that and the consultant didn’t escalate my matter until I called her back ti check on the progress, mind you there is a debit order that I can’t seem to cancel that keeps bouncing because my account is on hold. This matter has been going for a month now and Capitec is not assisting me I just need my money back so I can close this account . I need them to remove the hold so I can access my money, this matter has been taxing me