Poor & pathetic Customer service

I logged a complaint at Capitec at the branch in Brackenfell on the 4t of June 2020 and was told that the branch cannot help me but the head office will help me in 7-14 days.

26 June 2020 a consultant Vanessa Wolmarans contacted me and sent me an SMS saying I have to email her personal the proof of my query, so basically I must go do her job and investigate a transaction am querying

I emailed her the proof she request on the 2nd of July 2020 and, I didn't hear anything. So I decided to send follow up email today (14/07/2020) she advised me i need to log another call with the bank my query was closed

How do you close a query that you haven't resolved or communicated with customers , Capitec customer service is getting poorer by the day