Worst Service

I called Capitec Bank yesterday after an incident at a second hand shop where the manager tried to contact the bank on my behalf and he was told I need to contact the bank myself as they needed to authenticate me. The store was told to provide me with a letter. I called the bank with the letter that was requested and I was asked to send this letter to the consultant and I would receive my money back into my account within 30mins after escalation to the supervisor. Amazingly when I called the bank a few hours later to follow up I was told that the manager would still need to contact the store in order for them to remove the hold on my funds. I repeatedly asked the customer service agent if I should go back to the store so that it is easier for this process. I was told I don’t need to go back to the store. This whole process would have been avoided should the manager been allowed to give the consultant all the necessary documentation or should I have been told to be in store while this process is done. Why was I told not to return to the store if they needed to speak to the bank whilst I was still in the store? Why was I told the gold would be removed in 30mins as soon as the team leader receives the escalation? What’s the back and forth for, this would have been easier because I was going to go back to the store and what ever verification would have been done with me in store. Why was the manager told I would need to contact the bank my self. Honestly this is tedious and frustrating. I am disappointed in Capitec bank.