CAPITEC BANK CROSSING AT NELSPRUIT poor service not assisted because I refused to take a loan with them

I visited Capitec Bank at Nelspruit Crossing on the 14th of November and I was assisted by a lady called Palesa she said that I qualify for a loan with and I said I wanted assistance with my funeral policy it debited twice in a month she said said that she's not going to assist me if I don't apply for the loan I further explained that I'm there for a loan I need assistance with my funeral cover. She left and called the branch manager who confirmed the same message. I left feeling defeated because of the incident my question is am I forced to take a loan with Capitec even if I don't want to if not why was my query not addressed. Her words was I CANNOT BYPASS THE SYSTEM WE NEED TO CHECK IF YOU QUALIFY FOR A LOAN BEFORE ATTENDING TO YOUR QUERY. I'm disappointed with Capitec after banking with them for almost 8 years.