Bad service:Retrenchment claim on a loan

<p>A week before I gathered all documents required for retrenchment claim on my loan with Capitec Bank(NCRCP 13),I went to different branches of Capitec to ask their exact process with retrenchment claims as I have an existing loans. On 15th June 2016 I submitted all required documents except UI19 and retrenchment cover assessment. I asked the consultant(Cape Town branch) to find out from the claims department is necessary that these documents be submitted, the response was that it is fine I can submit all documents on hand. And I was told the outcomes on retrenchment claim takes three months. Due to me wanting no further delays I went to different branch to find out whether the claim was successful capture, scan and done properly, I found that the outstanding documents, instead I found out UI19 and retrenchment cover assessment were necessarily required for the claim. I felt the service was bit poor, but I gave the benefit of doubt to human error even though I emphasized that I don't want any delays. I submitted the documents on Gugulethu branch, the consultant assisting confirmed they were successful scan and sent through, she even turned the screen of computer to show me scanned documents as I showed high levels of distrust and irritation. I asked her to call for confirmation on the other end(claims department),the response was that they won't be able to confirm receipt of documents, I must give them 2 days. Upon on my follow up at Cape Town branch, the UI19 and retrenchment cover assessment was still outstanding. Out of calm and composure, I asked the consultant to send them through again. After the whole incompetence and below average service, I was reward with the response that claims will start recognizing my case from 2nd September 2016 as all documents were finally received on that date and I must expect the final payout in 3-6months. I thought that was the end of it, I recently got a legal letter stating that I need to make payment arrangements or they will use the clause on loan agreement to make sure I meet my obligations. As client that's suppose to be protected by FAIS and NCA I feel being bul****, and treated unfairly by Capitec as I was proactive and initiated the process on time to avoid any of this conflict. My expectations was that Capitec will recognized my claim from 15th June 2016, instead of 2nd September 2016 as much of the delays can be attributed to incompetence of their FAIS representative. Second expectation is that for loans that qualifies for retrenchment claim based on Capitec credit policy and advertised on their website, further used as their selling tool at the initiation of the loan, there's no need to make payment arrangement while waiting payout. </p>