My Capitec account on hold

A client was supposed to come for a maternity Photoshoot, she gave birth before the schedule date, I couldn’t refund her because Capitec app was down for a couple of days. She went to Capitec bank and somehow Capitec stopped my account without contacting me or making me aware of the allegations.

I went to Capitec on Monday the 08th August and they asked me to submit an affidavit and ID. Which I did, Went back today and am told the process will take 11 days to investigate.

How was I supposed to do a refund when the Capitec app is down.

Am so frustrated