*********** in handling queries

I have a credit card with capitec that was being paid by the insurance since i was retrenched,on the 12/1/2026 i emailed them requesting for the retrenchment status to be removed so that i can be able to pay the remaining balance since i got a job and i am starting in February,they didn’t respond the whole week then i emailed their customer care and lodge a complaint that’s when they started to respond on the 19th they asked me to send them the contract or employment letter i did that and there was no response until yesterday when i sent another email to customer care and threatened to escalate the matter,i received an email requesting for the same documents that i sent another email saying my credit card is in arrears i need to clear that with collections department then once its sorted they will then remove the status.luckily the payment was made already on the 17th i then sent them a credit card statement showing that those arrears were paid.after sending them the proof i never received any response until this morning i got a response from their customer care saying they are unable to assist me since i am starting in feb i must send them my payslip and bank statement reflecting the salary.what’s frustrating me is that this case is being handled by different people because all the responses that i get are not from the previous person i was communicating with.you cant tell me to pay them after the payment you tell me you cant assist me you come with new rules.