Requesing our account to be open as we have sent everything they asked for the

We had a client who ordered our products, there was a bit of delay of which we communicated with the client,then the client opt for a refund of which we did not deny, however we 7 to 14 days refund policy if we had already paid our supplier, in this case we had already paid the supplier but the delay was on the logistics side of this, the client, we paid back the client part of his money, unfortunately he was impatient, he reported the account as *****, the account was not on hold, the ***** department requested proof of service and other things mind you they hadn't stopped the account as yet then only after we have fully paid the, we had to make means to pay the client so it won't afftect our business, we have invoices on this account, how is it that only after we provided what was requested our account got blocked so does other more of workers/freelancers, please whoever is in charge how do you guys operate, what do I need to send from my end to get the account open as the complaint has gotten all his money back and we did send proove of that, if this is how it works I wouldn't recommend anyone to use capitec business, because why are you holding the account, this is costing my businesses, very *********** and confused