I am extremely disappointed with my experience at the Capitec Bank branch at Chilli Lane Shopping Centre.

After seeing on the Capitec app that I was eligible to apply for credit with a specific approved amount displayed, as well as a credit card option. I was instructed to go into the branch to proceed. I have been banking with Capitec since opening my very first account, so I trusted the process. When I arrived at the branch, I was asked to provide additional documents. I returned with those documents, only to be told they required an additional letter. I went back again with the requested letter, and then I was informed they needed to contact my employer directly. My employer responded to them, yet after that I received absolutely no feedback or communication. To make matters worse, the credit option has now completely disappeared from my app without any explanation. I meet all the stated criteria and have a positive credit score, yet I was sent back and forth multiple times with no resolution and no communication. The staff were unhelpful and the entire process was frustrating and poorly handled. This experience has left me questioning my loyalty to this bank.