Unhappy Capitec client

My Capitec account has been dormanted when I ask why they don't say anything

What actually happened I lost my phone and wallet back in 2022 and I had all my passwords written down in my wallet so I think someone took it and did some transactions I don't know off I couldn't be able to go stop my card as I was expecting money for my uncle's funeral now I got a new phone and a new job I'm trying to use my account for payments they say I can no longer be able to be a Capitec Bank customer it's sad because I don't know what's happening 😭😭