Frozen account

Good afternoon my account have been frozen due to the supposed ********** money that was transfered to it the transfer was made by my sister from capitec bank and we went to capitec bank to enquire about the transfer the lady who was helping us told us that they have many people who are victims of capitec app being hacked that means poor security measures on their app and I have been calling the lady by the name of Mitchelene Louw who is handling my case he doesn’t answer her phone or tell me what is happening I don’t think FNB bank protect their clients cause this is the mistake of capitec bank it’s months end I don’t even know what is happening or my account is frozen forever I even open the account at capitec but I hate that bank can I please be assisted ,i have submitted all the documents required in order for my account to be opened but it’s still quiet