Pathetic Customer Service from Capitec Bank Client Care:(

I have lost my cell phone and know that my policy is behind, I called the customer service line and dealt with a rude lady called Cilia (if the spelling is right). She first told me that she is going to ask me the security questions and shortly after that, just before asking the question she told me that she is blocked from asking questions so I need to visit the branch to get assistance. I am currently more than 110km away from the nearest Capitec bank branch and my policy will lapse should I not make any payment.

I asked this woman to give the banking details of where I can make a payment to settle my arrears, she told me the only option is to go to the branch if I do not have an app. When I kept asking her for options that will make my life better or ease my process of making this payment she got irate and started shouting what she has been saying which is not relevant to me at this moment.

I then ask her to give me the contact details of the policy department but she also refused. NOW, WHAT I am ASKING is WHO placed a blocked status on my profile because as far as I know I never got my security answers incorrectly at any point when I called your offices, she also could not give me the answer to this.

My conclusion is that these *********** employees or covering each other up, and are more eager to make a client's life miserable than find them solutions.

Now I want to will only be able to go to the branch tomorrow, what will happen to my policy? will it lapse? please ensure that you respond to this as I am really irate about the quality of the service your call centre personnel renders. My number is ***