Poorest Service ever

I have been trying to get my accounts restored by capitec since the 16th of November 2023. A client made a payment to my account & for whatever reason that led to my account being on hold, i was instructed by the bank to submit an Affidavit (which i did) & a proof of payment.. Now the problem is that the sender's capitec account is also on-hold & the sender has been going to the bank & calling the forensic department to get this proof of payment but Capitec keeps on promising to email the proof of payment to the sender but months later they haven't sent it to the sender which makes it impossible for me to get the Proof of payment & submit it for my accounts to be released & access my funds. This is unacceptable & the worst experience I've ever had to go through with a banking institution. They keep on claiming that the sender needs to acknowledge sending the funds in order for my accounts to be released but the sender has acknowledged sending the funds multiple times & yet my account is still on hold.