Loan payout

I took a loan out with capitec. I recently got retrenched and submitted my documents at the Rissik Branch in Johanesburg a month and half ago on the 17th March 2015, a few weeks later I called the collections department and needed feedback on my claim and I was told that it takes 2 to 3 months for my claim to be processed. <br> <br> <br> I asked the consultant where on the terms and conditions is it stated that it takes that long and im liable for the payments, I was told they cannot provide me with the terms and conditions. I have been working with claims department my entire career I have never seen such. this takes less than an hour for verifications.<br> <br> So is this false advertising? I need to get a call from a claims dep manager as it seems no one knows what they are doing. If i do not get this escalatoin to retrenchment department in 48hrs I am taking action with the ombudsman