Banking Simplified - What a farce

I have been a client of Capitec for more than 5 years with an exemplary record. I app**** on-line for a short term loan on the 20th of September and only received a response on the 02nd of October. According to my profile I received a pre-qualification amount. Upon submitting numerous supporting documentation I was told that I now all of a sudden do not qualify. The funny thing is none of my personal or employment history has changed. This same history allowed me to get a credit card from Capitec in February. Upon my request why the loan was not granted I have yet to receive the reasons. In addition I had to phone the client call center multiple times, with no one returning my calls, even though promises were made that it will be escalated or they will phone me back. This goes further, Capitec makes a promise that they will contact you within 24 hours after a complaint is lodged on their website, three days later no call. It seems that now they are producing the head-line earnings for their share--holders that is the only service they are concerned about. Where is the Capitec of 2 years ago that went the extra mile for their clients?