Rude chat agent

I have a very serious problem. My account Hass been flagged for possible *****.This was more than a month ago.i contacted Capitec today and was assigned to Tariek. Firstly I have been on this chat for more than 3hours. Upon my conversation with him he asks if I submitted documents. I ask which documents since there has been no correspondence and hebrepliesvery rudely that I am belittling and that I am using derogatory language which is not true than ends up closing the chat. I need my account active as I opened the account for my minor and his Das wishes to send money for his maintenance