Pathetic Service

I went to the Overport City Branch to get assistance with my frozen account and getting access to funds that were mistakenly EFT'd to my account. I had a ***** issue on my account in December, I was told my account was frozen, eventually I was allowed to withdraw my funds once I provided proof that the funds were mine. I've had 3 payments made to the account in error - the people used my old banking details and not my new details. I don't understand how the account is still open if it is frozen??? I visited the Capitec Branch on Monday, 19th March. I took the proof of payments from the 3 sources as well as my ID. These documents were scanned and sent to the Forensics Dept. The banker called the Forensics Dept and after an hour they answered and said that they would review the documents and get back to the branch. There was no feedback on Tuesday or Thursday and I returned to the branch on Friday. After waiting roughly 30 minutes on the line, a person at the Forensics Dept mentioned that they cannot open the e-mail??? We were advised to resend the documents and that they would review them. Today is Tuesday, and I am still waiting for feedback. I do not understand why the account is still open and that funds are able to be transferred to this account if it is frozen. Surely once I was allowed to withdraw my funds in December, the account should have been closed? Surely it doesn't take a week to read and reply to a mail? This is poor service from a poor bank.