No explanation why funds still on hold even after providing proof.

I trade Bitcoin and sold to some lady whom I requested to send her ID as proof that she is purchasing bitcoin and will pay me, sold to her a couple of time. I do not know this person or any other person I trade with on Paxful and I have provided forensic with sufficient info to show that I trade bitcoin and after receiving money I release bitcoin to whom ever I trade with. Capitec has decided to hold my Funds, around R5100 which at first they never even explained to me why it was held and then after I went to the branch they said I must provide proof that service was rendered, which I did. Another funny thing is, that R5100 and odds, was never received in my account on that date they stated... till today they fail to make it clear why they have kept my funds held for over two Months till now. The worst part is that their department cannot be contacted by clients and each time I go to the branch they still cannot explain and those branch consultant seem scared to even explain to them exactly what the 'client' says...