Appalling service from Capitec

I went to Capitec Bank on Friday, 15 May 2015 to apply for a loan. I have an account with Capitec. Upon submitting my documents to the Consultant who was helping me, Sisa, she stood up and went to the back of the office and was there for over an hour. She gave me no notification and upon asking one lady named Shivambu where she was, I was told that she is making calls to receive a letter. I was perplexed as to what letter. Another Consultant told me that it's because there was a \bureau mismatch". After that hour she came back with a letter that stated that I needed to go to Home Affairs and get a letter that advised which ID number was correct. I had gone through this process back in 2007 and still had a letter that The Department of Home Affairs had issued that stated which ID number is correct and which had been cancelled in the Population Register. So"