Tax free savings account woes

I have a tax free savings account issue that I have been trying to resolve since August. I have spent hours in the branch and you can never communicate with people higher up. I have a penalty at SARS because of the issue which need to be corrected by Capitec before the penalty can be removed. It seems there is no one at Capitec who works with tax things which seems impossible for a bank advertising and endorsing tax free savings accounts.