Tax-Free Account Nightmare

I have been using Capitec for a while now, and in November 2024, I requested to withdraw money but asked that they keep the account active, as I was certain I would deposit the money back by December. Since then, I have been contacting Capitec—both by phone and in person at the branches. They assured me that my query had been escalated and that I should wait. However, each time I call to follow up, they open a new case and tell me to wait another 24 hours. It has now been three months, and this situation feels incredibly unfair to me as a client.

The reason they give is that they cannot get hold of me, but I only ever receive SMS notifications, never missed calls. I have provided all my contact numbers, yet the problem persists. I’m beginning to feel like I’m not an important client to Capitec. If that's the case, please let me know so I can consider transferring my funds to a different bank.

It’s incredibly frustrating to experience this cycle:

First, I talk to a robot. Then, I speak to a human who says they need to escalate the issue because there's nothing more they can do. The escalation team closes cases without resolving the issue. I call again, and the process repeats, with me being told to wait another 24 hours. The branch staff also can’t do anything to help. I would appreciate your advice on what to do next. Thank you.