Silverlake staff arrogance

We opened a stockvel account at Makro Silverlake in 2021 and used it 2022, everything went smoothly End of 2022, we started again saving at 2023. Only to find out End of 2023 that Makro Silverlake made corrections on our account leaving us with -R8k which we don't know how it occurred cause we never used the card in 2023 to buy. I went to Makro Vaal to buy that's when I was shocked about the negative balance, accounts department there tried to help me but Grace Mamabolo from Silverlake didn't even bother to assist, all she said was she is busy with monthend. If this is happening I wonder how many people are sitting with this kind of problem and all get attitude from people who is suppose to assist. I was told I can't use the account meaning my kids must be hungry cause or Grace arrogancy.