Incorrect information

I went Capitec bank to apply for a loan, as soos as my ID number was insrted on my profile a message blocking the access of the loan appeared. When the agent who was helping me asked wha it wax for he was told about a discrepancy in my ID number. This is strange becase I have another loan with thwm where I used the same id number. I was asked to go to Home Affairs to get a document called a HAnis Report I had to go to 2 different home affairs to get this docment the 1st one could not assist. I got the report and took it to Capitec bank. The agent called their head office to inform them that I had brought the report can they please unblock the syastem, she was transferred from pillar to post for about an hour because nobody wanted to take accountability for the notificationb. After about one and half hours I was told that it was not what they were looking for therefore I need to go back to Home Affairs again to get something else. All along from Sunday till Monda nobody from Capitec bank mentioned anything about the letter except for the Hanis report. I wased my time my resources to get to Home affairs for nothing. Why was I not told before hand as to what they required?