lack of system knowledge

I have taken several loans with Capitec. In some instances I was close to finishing the current loan and called in for another one, then they would consolidate the outstanding amount and give me the remaining amount I was owing them R5200 in my last month - They said I don't meet minimum requirements to get another loan. I asked bothe ladies ( one over the phone and at the branch, "why did they allow it the last time when I was owing them even more than what I'm owing them right now - Their answer is both "I don't know".

I have accepted the weak answer and paid like I always do, now I have gone back to them to process another enquiry. Spoke to a Ronel in the Loans department ( not very smart and she ended up dropping the call on me when I asked her, how is it possible that I still don't meet the requirements if I don't owe you guys anything now. She still couldn't give me an answer and said she doesn't know . I've got her recording on my phone if any body wants to hear it message me on Facebook ( Don Tshabalala.) There's a lot of people out there watching cars who know how to answer simple Yes or No questions, give them a job and get rid of Ronel I think Capitec owes me a proper phone call to advise what is the issue or tell me if I should get another bank