Frustrated Capitec User

I recently changed my phone and I could not access my Capitec app .I went to Capitec to assist but they told me my account was frozen due to documents but this issue was already resolved when I made a review here. The consultants at the branch could not assist me and they called the head office but they were so clueless. I was told they sent an email and they would call me back ,it’s almost a week now haven’t heard from anyone I just need help with accessing my Capitec app on the new phone and I’m so frustrated now