Bidvest bad client service

I opened an account over the phone, no Bidvest near me. Someone tried to hack my account. Bidvest blocked my card. I now have to pay for a new card because their security isn't up to scratch. Now I try to get my money transferred to my Capitec account. All of a sudden they can't verify it's really me either over the phone, which they have the number on file. Or by email, which address they have on file. I just want what little money I tried to save but they are very uncooperative. No help at all actually