poor service

Made a TFSA investment for my child last year, On maturity, Capitec has STOPPED my Childs TFSA. I have made numerous visits to the bank and only the people from Capitecs service department can assist me....and sadly their assistance is so slow and drawn out.... a bank that calls you out of the blue and insists on doing telephonic verification where you must provide detailed information about yourself...BUT...the service person on the other end does not want to provide you with their employee number...sadly for their security they cant do banking things, and they unable to assist you as you the customer refuses to give personal information over the phone.... i am really rethinking my situation and banking interests with capitec stemming from the poor/ lack of service i am receiving...oh yes i have emailed capitec and asked for service, i have provided incidents numbers, i did generate 3x incident numbers for a TFSA accounts (1x 1 child and 2x 1 child) had to do 2x 1 child as i did not get a call from capitec and still waiting for a service... still waiting for for Ms Zanele Bam to respond on the incident numbers that were sent to her...