Poor service

Today its the 3rd of November and still capitec has not yet resolved my issue since from the 8th of October till today nothing has been done The money in that account is mine worked for it long and hard for 10 years only for Capitec to hold my money. I mean when i did my 2 pots withdrawal its because i needed that money to solve my problems now am stuck and ended up creating more problems because of capitec i honestly regret opening an account with such an ******** bank Every company should have a system in place for such situations and not give people different options yet they them selves dont even know what they want or how is it done because they asked for proof but still nothing has happened