EXTREMLY POOR SERVICE: Money on hold 17 days after submitting all documents via email, WhatsApp, and branch

On the 30th, I received a legitimate payment from someone I had loaned money. On the same day, I received smse's with different case numbers (***3, ***2, and ***8) indicating I should contact Capitec. I did, and I was told to do an affidavit and attach certified ID and proof of payments, which I did and emailed to the email address that I was given on the 1st of October. To date there is not feedback, and daily follow-ups are not yielding any results as the rude consultants keep disappearing to me. On the 15th, I was told to go and resubmit those documents directly at the branch, which I did with ***. Today, 17 October I received an sms saying the case is closed, but my money is not been released, and when I call the contact center via the app, the consultants tell me I did not submit the document when I opened the case at the branch, which is a lie.