Worst bank in times of Emergencies

I was in a vehicle accident on the 11th which rendered me bedridden. I've been a Capitec client for as long as I've been employed but today I cannot get assistance from them telephonically or on their WhatsApp number. I can only use the app currently but it's been giving problems and my money has been disappearing on all prepaid purchases. I tried buying airtime for my helper from my sub account on the 12th while in hospital, she never got it. I tried buying prepaid water today and it kept doing corrections that kept charging me, I then tried to but electricity today again, the money was deducted from my account but no token popped up.

I tried the WhatsApp customer care and was assisted by Thandeka but apparently failed the verification question because my home number and cell phone number are the same. I was told to try getting assistance after 24 hours. I called into the call centre and got through to a Palesa in an attempt to explain that I do not have 24hrs because I'm bedridden sitting in the dark with 3 children and no electricity, she kept me holding and eventually hung up on me. I tried 3 more times to get in touch with their call centre but they were dropping calls. I know this because Im a call centre manager and know how this is done. I tried again from a different number and got a Lebohang, who promptly dismissed me after exactly 15 min of waiting for him to respond.

I'm a single mom of 3 children. The youngest being an asthmatic 2 year old. My 2 eldest children need to study for exams but cannot because we're in the dark. I'm helpless no vehicle and no more money to buy another electricity token.

I'm disappointed at this sort of "keep it moving" service but I guess even the "best" banks hit their sell by date. I don't even have a reference number as evidence of any of these interactions.