No accountability and attempts to check their records to trace payments made to their bank account

Poor Service and Failure to Reconcile Settlement Payment

I am extremely dissatisfied with the service I have received from Capfin regarding the settlement of my loan account (***0).

I settled this account through a third party, Standard Bank, after taking out a consolidation loan. The settlement payment was processed into Capfin's bank account on 04 August 2026, and the correct reference number was used for the transaction.

Despite receiving the funds, Capfin has failed to close the account and continues to debit my bank account every month. This is completely unacceptable.

What is even more concerning is that, despite the payment already being in Capfin's account, I continue to be asked to provide proof of payment. I have made every effort to assist and have provided the information available to me, yet your Finance Team appears unwilling to conduct a proper investigation. Instead of reconciling the payment against your bank statements and tracing the transaction using the correct reference number, the responsibility is continually being shifted back to me.

It is unreasonable to expect a customer to repeatedly prove a payment that has already been received by your institution. The lack of ownership, poor communication, and failure to reconcile payments properly have caused unnecessary frustration and inconvenience.

I am requesting that this matter be escalated urgently to senior management for immediate attention. I expect Capfin to:

Trace and reconcile the settlement payment received on 04 August 2026. Close loan account ***0 without further delay. Reverse and refund any debits taken after the settlement date, where applicable. Provide written confirmation that the account has been settled and closed.

The level of service I have experienced has been disappointing, and unless this matter is resolved urgently, I will continue escalating my complaint through the appropriate channels.