Capitec Bank access facility closure is misleading

I’m writing to lodge a formal complaint regarding the misleading design of the Capitec app’s “Settle and Close” function for Access Facilities (aka revolving loans), and the poor service I received when trying to resolve a resulting billing error. On 15 January 2026, I followed the instructions within the Capitec app to settle my access facility. I selected the option to "pay off access facility" and then "close access facility." The app interface greyed out the settlement amount, preventing me from entering a manual figure. As a client, I reasonably expected that a system-generated "settlement" amount would include all daily accrued interest. However, after following the app’s prompts, I discovered an additional outstanding amount of over R420 on the account. I followed the agent’s instructions to transfer the relevant amount myself, which the system rejected and said I could not pay less than R453.95, a new figure out of nowhere! When I called your help desk to query this, I was met with significant inconsistency: • I was told I should have requested a settlement letter - a step that is not mentioned or required by the app's "Settle access facility" workflow. Nowhere is this mentioned on the app and agents all agree that this was illogical. • It was eventually determined - only after I spent over an hour on the phone - that I was actually due a refund of the R420, rather than owing it. Multiple agents insisted I owed this money, despite an agent (Wandile) later confirming that I was owed a refund. It took several transfers and a final 40-minute final call to reach a resolution. I would like to commend Wandile for eventually logging the refund request, but the "broker" style of the previous agents, who simply transferred my calls without context, was a waste of time and highly frustrating. Many of them simply repeated my query to ensure they understood it, but did not even understand how to resolve this issue. This experience is forcing me to consider leaving this bank if the service for such a small matter can drag for so long. What else is marketed in one way, but functions in a different way reinforced that decision. Capitec needs to escalate my complaint to its UX/Digital Design team. If the app cannot calculate a real-time settlement figure, the "settle access facility" button is misleading.