Bad service from Capitec for Self-employed people

Went to a Capitec branch to apply for a loan. No, I have to do it online because I am self-employed. Apply online, get pre-approved by the system, and eventually sent all the documentation to the loans department. Don't hear from them for a few days, and when I contacted the Lady, she apologises and says their "systems changed", and I now have to apply at a branch. Back to the bank, only to be told that they can't help me because I am self -employed. What is happening on your side Capitec? Sending clients from a bank to online, back to the bank? Only to not approve a pre-approved loan. Not what I expected...