Capitec Terrible Banking Practice's

My husband was contacted by Capitec and was told he had been pre approved for a credit card and personal loan. He declined at the time. 2 months later we decided to do some remodeling and app**** for the credit card. It was declined after waiting a week and NO ONE can tell us why. BUT we could get a personal loan. We went through the motions and Capitec offered us R50 0000 based on credit score, ITC and affordability. We accepted. They requested we resubmit his documentation which we duly did, 5 times. It's several weeks later and no loan, no feedback, and no clue as to why. The ticket is still open which means we cannot apply at any other institution. Absolutely disgusted with their service. And don't even get me started on their staff attitudes at the Horizon branch. Oh and Capitec connect. Stay away from it.