Worse Banking Experience Ever

I am currently working abroad and I have send money to my bank acc on the 24th of Dec 2023 its now 22 Jan 2024, I still dont have my money I am treated like a ******** by capitecs iforex devision. for what do they want to know what i want to use my money on ? its my private life i can use it on whatever is see fit ! i did fill out there forms and ever since its just been a struggle and they hevent even come back to me ... customer service is also dead as i lodged a complaint with them and it seems to have fallen on death ears.. I told the many times I can only be contacted via email as i work abroad and my SA no does not work here and the dont want to make international calls either ... so what now ?? will my money be released ?? is it being held hostage ?? its a shame i am forced to give 1 star if i could have given 0 i would have.