SOFT FREEZE ON CAPITEC ACCOUNT

I am utterly disappointed with the service I am receiving from Capitec Bank. My account was placed on Soft Freeze on 29th Aug. I am unable to transact, no purchases, payments or access to funds in any way. The notification on the app says I need to go to the bank with my ID to verify my acc.

30th Aug I emailed Client Care with FICA docs. Incident number *** They responded on 02nd Sept stating the restriction has been removed. I checked my app, account is still on Soft Freeze. 03rd Sept I visited the branch, consultant assisted me updating my details, scanning ID etc. Then she called head office, to advise them the acc is still not active. Head office advised the matter has been escalated to another dept and they need me to verify my income and address. I provide proof of this and she proceeded to email them. She advised me that it take 24 to 48hrs to resolve. 05th Sept Now the urgency is high as I need to use my fund, no feedback from Capitec whatsoever. My account is still on soft freeze, I emailed Client Care. Incident *** I received a response , they picked up my visit to branch incident *** and that the notes state it has been escalated to relevant team for assistance and that I should allow time for feedback.

It has been a week and unfortunately, I cannot wait any longer. Capitec Bank froze my account and required me to verify my identity. Understandable as its a security and safety feature to protect us the clients. I have proven my identity not only emailed the docs but personally submitted my fingerprints, ID, proof of res and proof of income YET they still unable to assist by removing the restriction on the account. I have bills to pay, I need to purchase food, I have expenses which are now incurring interest, I have to take time unpaid time off work to go to the branch. Will CAPITEC compensate me for this?

Please treat as urgent I need my account active ASAP. Seriously considering to change my bank as the timeline to assist with important queries and have them resolved is extremely poor.

Thank you.