Pathetic service

I am absolutely appalled by the pathetic service received from Capitec customer care. I logged an incident on Monday 03 March 2025 where a transaction was put on hold due to no fault from myself or the vendor. I contacted them and they advised that the vendor needs to provide proof that the transaction didn't go through. This was supp**** to the call center agent and she sent me an email to send said proof. I rep**** to the email received while on the car and even asked her if I should stay on the line to confirm receipt tk which I was told 'no it's fine'. I asked how I would know when the incident is actioned to which she told me to call back and quote the incident number. I advised her that the query was urgent and I needed the hold lifted that same day and I was told that this would indeed happen. Tuesday 04 March 2025,i called again quoting my incident number and was told that a message was sent to 'them' because it looks like 'they' were in a meeting. When I asked who 'they' were, I was told it is a department. I was also told that it was an urgent message that was loaded. Today 05 March 2025, I called in again and unfortunately lost all self control because I was told that they did not receive my email with the proof. The lady from the previous day had confirmed that she could see it. I did apologize to the person I spoke to today but, literally a year ago the exact same thing happened and only when I went to the banking Ombudsman was I taken seriously and the funds reversed into my account without me even being on the phone. This morning the lady did it while I was on the phone with her. Why do clients first have to lose their cool and start speaking harshly for action to be taken. The service of this contact center is absolutely pathetic and I am really thinking that after all these years with Capitec to rather go somewhere else because just the inconvenience and undue pressure of all of this is ridiculous. K have absolutely lost faith in this bank.