Pathetic service

My husband called Capitec and got through to Zandi, she asked her security questions and Zandi came back to say he failed. He didn't fail Zandi didn't listen properly, when I joined the call to ask her how did he fail, she kept quiet and was silence. We hanged up and tried to call back, got through to Bongiwe she also couldn't assist, I was on speaker cause I had to assist my husband she said they can't override the system and I was on bridge cause I listened to the security questions. She then said she'll send my husbands details to her manager. Zandi was not listening to my husband, he's now stuck and can't access the account.