Very disappointed

Hi very upset phoned a few days ago due to ***** on my account, capitec logged a request they tried to phone me from a private number and send me they will be closing my request and I need to phone capitec to follow up, I did and the lady that assisted me said she can help me I need to log a request again and do the whole process over again, just because the didn't get a hold of me I tried to explain cant she then put me through to the department to just find out what happened, she said no a new request should be loaded this is very bad that I need to go through everything again and still not know what happened can someone please urgently phone me thanks