Poor service on account close request

I visited the Beacon Bay branch to close my account about 2 weeks ago, and get paid whatever amount that is in the account. I was told that there is an amount of R25 that is on hold since 2014 so they cannot close my account. The consultant even asked me if I know what that money is for??? How on earth am I suppose to know that, when they have the systems in-front of them to pull the information??? They affirmed me that they are going to look into the matter and inform me once it is resolved. Two weeks later I go to the branch to close the account again (never received any feedback), and I am told the same thing, that there is a R25 on hold and they cannot close the account. Again, I am told that they are going to investigate the matter and come back to me. When I asked when can I expect to be contacted I am told that they can not say (basically they said they do not know when, so I have to wait indefinitely). For God's sake, where is the problem in checking what the R25 hold is, and close my account? Am I not allowed to be serviced when I want to \Close\" the account and get my money from Capitec? This is utter nonsense. Unacceptable"