Non Existent Service from Capitec

I am currently in China and can’t return to South Africa due to Covid. I can’t access my Capitec app on my phone anymore because they changed the app and could not assist me to update it. I also can’t use online banking services.

In all emails Capitec said: “Switch to our new app without visiting a branch.”

After contacting them and waiting weeks, they then offered a token on keyring to access my account. It would could supposedly have been delivered to my mother in SA after scheduling a Teams meeting with me.

After multiple emails, expensive international calls to the call center and my mother visiting a branch in SA, they have yet to contact me back.

I thus have no access to my money currently.

If this is how they treat a client with tens of thousands of rands in an account, how do they treat other clients?