Poor service

I been reporting a **** incident to capitec in June I made several calls send them all.the paperwork they requested and made numerous calls every week I even went to their whatsapp channel to communicate with them but no one can give any direct answer i was told to wait 14 days then someone from capitec will contact.me I have waited almost a month now and no one even took the time to call me I called every week amd every week it's a different story not even to talk about the lady assisting me on whatsapp she is not.of any help at all telling me oh call the ***** department my problem is that the lady that ****med me admitted to doing so and I send capitec all the proof I went to open a ******** case I send them the case number the other bank which the money was in was very helpful but I have to say capitec needs to teach. THeir staff how to do customer services and they need.to get back to their customers also now it shows on whatsapp no incidents reported in the last 90 days is that capitecs way of covering themselves if so I have proof of every single msg and every single.email I send to them if the money is gone it's gone but they can atleast make an effort in getting n back.to their customers capitec use to be the best bank but now they just want the poor to be poorer