Lack of update and no communication from capitec ***** department regarding incident:***6

I opened a *****ulent incident with Capitec on the evening of the 04/09/2024 and contact centre agent said no case was needed as the matter was between Capitec clients. I recieved a message on 05/09/2024 at 22:30 telling me incident is primarily closed, because no cas number and affidavit was recieved. I opened the saps CAS number on the 06/09/2024 around 11:00, sent CAS number to Capitec immediately, sent it again in he afternoon. I called the call centre numerous times and they me incident ***6 is still closed awaiting CAS number and affidavit. I informed them was sent, resent information numerous times and made calls and till to date, I have not received any correspondence/acknowledgement of receipt from capitec. Can Capitec ***** department call and provide me with an update on the matter.