Formal Complaint – Unacceptable Service and Loan Processing Issues

I have experienced deep dissatisfaction with the service I have received regarding my loan application submitted on 20 July 2025.

Despite successfully accepting the DebiCheck mandate via my banking app shortly after applying, I have been continuously sent from pillar to post with no clear resolution. I have had to contact CAPFIN multiple times, and each time I am forced to explain—yet again—that the confirmation was completed on my end, and that the mandate should be automatically picked up, as has been the case with previous applications. This has also been confirmed with my bank.

Instead of receiving meaningful assistance, I am repeatedly given the same generic responses with no real progress or accountability. Due to these ongoing delays and the complete lack of proper communication, I have decided I no longer wish to proceed with the loan. However, I am now being told I must request a settlement quote—for a loan I have not even received any funds for.

To make matters worse, there is now an active debit order on my bank account for this loan, which is completely unacceptable. I find it outrageous that a debit order has been approved for a disbursed loan that was never paid out.

To date, no one has been able to assist me, and I am left frustrated and defeated by the lack of service and accountability within your institution.