Disappointed with Capitec

I feel so disappointed with this bank that I have used for more than a decade. I lost my job in 2020 and I have a credit card with them. So this year, I could no longer pay for the credit card and I have been paying for unemployment insurance.

I went to my branch and explained my story. I was given an email where I needed to submit my documents so that my insurance can cover me. It's been 5 months now and no one has ever bothered to respond to my email. I went back to the bank because they are still running a debit order and taking my R350 relief grant. I was told that my application was pending and they gave me contact details to customer services.

When I talked to the credit card department I was told that my application was declined without any reason given to me. My R350 is still being taken for the credit card installment, sometimes my children's support grant (depending if I don't get paid the R350). I am still charged for umemployment insurance even when I no longer work. There's also this huge amount charged as interest on purchases and I don't even understand why because I don't make purchases on my credit card as there's zero balance.

This is so unfair, if I had known I wouldn't have re**** on the unemployment insurance because it didn't help me at all. It would have been so appreciated if I had an explanation as to why my application was declined.