Unhelpful - very disappointed

I am very disappointed and saddened by the service i am getting from Capitec. Last year September (as per Capitec) ***** was committed on my account. How i found this out was when my salary was paid in October. Not once did any one from Capitec make me aware/alert me of this until that day. I was told to get an affidavit explaining the credits into my account as per their ***** division and certified ID copy. I did this and was advised what i know/knew was insufficient. When asking what is it exactly they want i was told more - but i dont know what happened.. All i know (again as per them) is money was received in my account and distributed.. that is all i know.. I know its a while but i do not have time to be going back and forth to the bank or police station when i dont know what exactly is Capitec looking for. First of all I use public transport leaving the house at 05h30 and back home just before 19h00, secondly on weekends if its not a family funeral then i am taking care of a wheelchair bound grandparent, I am not finding the time to be backing and forthing when i have no idea what caused the *****? Or is capitec saying I am the *********? This morning more credits went into this account and as the only person working i need this money plus i am seeing that Capitec is charging fees on the account based on what i see is available in this account. If the account needs to remain in a state of freeze its fine you can close even but can i have my money? Now i am wondering with all this vague-ness was there really any ***** committed?