SHAMEFUL TREATMENT BY SO CALLED CUSTOMER CARE

Received some money from U K on 23 december Capitec wont pay out in spite of having proof of payment What should i do? Write off the money, no effort has been made to solve my problem I thought customer care was there to help not just say ' money not received' nobody has the decency to even call, i have been to the branch 4 times and reported it ***3 incident nr