Negligence

I complained about this Capitec account number ********** 397 on 8th of mach 2018 and the bank told me that they froze it since people have been complaining about it. They gave me this incident number # ********** 8 and promise to call me for further details but i waited in vain. Since they did not call me, yesterday 14th of march 2018 i went back to the Same bank that told me about the frozen account and the story changed. If my complain made on 8th mattered to Capitec after providing all the required documents they could not change their story yesterday. I just lost R6000 because of their negligence.