Capitec Gave Wrong Acc Number / Wrong Advise on Settlement Letter - Payment failed!!!!

I requested a settlement letter from Capitec to clear the balance on my account. It took considerable effort to get this letter, but when I finally did, I used the exact account details provided to make payment of a large amount.

After some time, I received a message from the bank stating that the payment was unsuccessful. Upon investigation, I was told the Capitec account "does not exist." - despite it being the account number given on the official settlement letter. I confirmed the number multiple times before and after paying.

For context: I have had a Capitec account since 2022 which I never used. In April this year, when purchasing a motorcycle from We Buy Cars, Capitec used this account to add a personalised credit facility. The settlement letter I received reflected the account number of this credit leg - yet apparently, payments to this account cannot clear the balance.

How is it possible that trained Capitec staff cannot provide correct payment details for a settlement? Why was I not told that payments cannot be made directly to the personalised credit account (even though there is a direct debit order from this account monthly), and why was that account number provided in the first place on the settlement letter?

I am not forced to go through the entire process again, wasting time and effort, to request a new settlement letter - and this time, I will have to instruct Capitec on their own process to ensure the correct account number is provided.

This is unacceptable and shows a serious lack of competence when dealing with urgent and important financial matters. I expect URGENT and ACCURATE resolution to settle this balance without further delays.