Feedback and Response Failure

I have been banking with Capitec for a few years now. My fiance and i went into the N1 city branch, with all the necessary documentation required to make a loan. After the consultant told us she would call me to come in the next day, we left. To date, Capitec has NOT contacted my work for confirmation of employment, or bothered to phone me. Everytime we contact the bank to enquire, we are told that they cannot get hold of my office. But HR is always available. Also Capitec advertises personal loans, and all we have to do is sms a provided number and they would call you back. I have sent a few sms's, and they have NEVER responded. When I opened my account, I was told my bank would always be there for me. NOPE. Is this because I have bad credit? And they feel I am not important enough to respond to??