Lack of proper investigation

Capitec still fails to explain to me why are they not giving me my 2 pots money thats in my account because if they did their investigation correctly they were going to see that the money is coming from my provident fund savings,i now feel that Capitec wants to **** me my money .why is it impossible for them to give me my money then close the account all together cause am not crying for the account i just need my money please tuuu