Horrible service

I have complained about Capitec on the 1 of August and got the reply which they advised to get back to my Daughter within 5 days, and its been 19 days now with no feedback.the cash that's Hanging somewhere known by Capitec is urgently needed as the poor child wants to use for school but someone out there is not doing their job but reporting to work daily.your service SUCKS honestly. R500 might not be a lot to Capitec but its a lot of money to us.i wouldn't have been complaining if it wasn't important to her. should she get no feedback within 24hours im taking it to ombudsman.