Lack of service

I have been communicating with a lady from Capetic who said she would assist me with information in regards with my loan. I made an arrangement to settle the account on 2nd of November 2015 of 1921.51, I again asked the same lady to specify how long it will take to take me out ITC and she said it would take 7-10 days when the debt collection company called I asked them and they said it would take up 20 days. I then sent this lady an email asking for accurate information and she hasn't gotten back to me since I sent the e-mail on the 15th of October 2015. This is sh*****t...!!!!!! service but when they want they money they know how to hand you over. I suggest you guys bank somewhere else not capitec lack of service from that bank.