Investigators not doing their job

On the 20th of November 2023 I went to Capitec Durban overport because my account was frozen. I wrote an affidavit explaining what had happened and they told me that someone had called in reporting ***** resulting in them putting a stopper on my account. I was then advised to write an affidavit and bring my ID copy. After running up and down and came back with an affidavit, I was told they can't take my documents as they were allowing their victim 5days to submit docs and told to come back on the 27th. I went back on the 27th and was assisted by a lady called Wongie and she told me my account will be automatically activated after 4hours as their victim did not submit docs. I waited there for 4hours to be told that the victim has submitted documents and I must call the victim and ask her to write an affidavit stating that they must remove a stopper. In that 7days I never even once received a call from the investigators as I was part of ***** they say was reported. When I asked them why aren't they calling the 'victim' to submit required documents I was told by the Manager Nonny that investigators don't call the victims, it was my job as someone with the frozen account to contact their victim. I asked her what's the turnaround time and what happens if she end up not submitting documents, she proudly told me that she does not know what's the turnaround time and my account can remain closed even for a month or a year even. I was so disappointed with Capitec because my understanding is that if there is an investigation going on, investigators should call all affected individuals. Their victim is not even willing to co-operate and I'm the one suffering. Her account is working while my one is not and I'm being told that there is nothing they can assist me with. Im even starting to think that this victim of theirs is working with someone inside. Because if you are really *****ed, why would it be so difficult to submit evidence. And Capitec is indirectly saying that I can argue with someone and then call Capitec to freeze that person's account . I am so disappointed with their service