My account blocked without my knowledge because someone reported me

My account is onhold as a result of an account that sent me money three weeks back and still waiting for capitec to phone me back as agreed regarding this issue, I was told to submit affidavit, ID copy and the proof of the account that sent me money which reported me to the bank and I don't even know where to start. The bank blocked my savings without my knowledge because I would have paid the R190 that they said I took, now my salary has being paid on that account but I can't access it, I wish the bank told me before blocking it. I am a single mother with the little I get makes a difference in my child's life. Capitec Bank treats it's customers like trash including their tellers at the bank because the one that assisted me at the back she cared less about my problem and told me that there's is no hope in resolving this matter and it's funny that they will ask a client to find the account number instead of them going online and checking the account number, I want my money so I can support my child and pay my bills please.