Remove a hold on my account

A capitec client reported my account and fnb ***** investigator put a hold on my account. If I go to the bank they don't want to help me , they told me to call the ***** number. When calling the number I get other clueless girls telling me that I should wait for the investigator to contact me. He/ she never contacted me on the phone to explain to me what happened. After 8 days of struggling to access my account I got the email saying so and so send the money in your account, provide the proof of payment and reason for the payment. Then after 12 days I got another email saying I should sent the case reference number. I've been waiting since then. I tried to get through the person reported my account and I paid her money. Now what do I do. She said the bank ask her to write the affidavit and attach proof of payments the one showing she paid me and the one showing I paid her back. And give the documents to me so that I will take them to the bank. My problem is my bank doesn't want to help. Will they take or help if I have those documents with me?