Paused Account- Soft Freeze

What a shifty company. I'm so appalled, I've been with Capitec for over 10 years. My account was recently paused with my rent money in it. I've provided all required documents and keep being asked to wait. I even requested a call from the complaints departments and they bluntly refused. I've worked I customer service since 2014 and this is the worst service and delay I've ever experienced