Shocking service

Sent a world remit payment to pay final MTN Bill and Life Insurance as we emigrated. They Capitec are sitting with just under 3k and doing nothing to assist clearing it or help us, everyTime you send an email you get a response that they will reply in 2 working days then you hear nothing. So are they wanting to keep the money, why can't they assist you properly? Never send money internationally to a Capitec Account, lesson learned!,,