Poor service Capitec Bank

My Grandson opened a bank account at Capitec the beginning last year he never used his account until May the 16 2023 when he recieved money into his account when he then went to the bank he was told it's been put on hold since then him and his mom have been to resolve this but everytime they get a ref/incident number and have to wait..last week my daughter contacted Capitec bank via whatsapp and by phoning them and was told by 2 different consultants that he has to go to the nearest branch because his account was in dormant status and they had to verify his identity they went to the bank the consultant they spoke to made a phone call and was tell whoever was on the other line she had to verify his identity but couldn't because his account was on hold she was told to make a copy of his ID and we were told to come and back in 7 days as they have to investigate the money in his account before she told us that she wanted to no if he ever used his account I told her no just that one time when he recieved the payment for his car that was sold(his dad gave him the car ) before they even got the money for the car his mom took him to Capitec to take out a savings as she told them she wanted something that would immediately like if the money was paid in today it would immediately be out into a savings the consultant they spoke to said he can open the savings but he would only be able to make it an immediate thing if she had an exact date the money was to be paid in but they couldn't exactly say what day except sometime in May so it's not as if they didn't no my grandson was going to receive money into his account so why when he received it did they put it on hold and now they first want to investigate if it was *****ulent funds more than a year has passed isn't that more than enough time to have done so this is not on I don't think it's fair and my grandson should be able to access his account and have access to his money it's been long enough