My account is still on soft freeze Since I wrote to you earlier this week, Capitec consultant called me ones and told me to send my documents yet again, I did, they sent me a case number, I sent a follow up email to check if there is any progress, no res

My account is still on soft freeze Since I wrote to you earlier this week, Capitec consultant called me ones and told me to send my documents yet again, I did, they sent me a case number, I sent a follow up email to check if there is any progress, no response to my email. I try to call them ,no one can resolve my issue still they tell me to go to the branch . So I would like Capitec to tell me if this is how they treat us as their clients? Because a soft freeze after sending documents so many times, what could be the hold up?