Miscommunication and unfairness

I've been with Capitec for over 6 years and my loan was handed around 2011 while I wasn't working due to retrenchment that took place in 2010 I've managed to settle the account in 2016. Since Capitec is offering a lot of benefits including a certain percentage of the money spend I went to the branch to enquire and was advised that I was handed over so I explained and also advise that I have the settlement letter, which is over 5 years and 5 months now. However that is still showing on my account/profile at Capitec and I don't qualify for some of the benefits due to that. What is worse or concerning is that at Meyerton branch I was informed that I should get a settlement letter and that will be removed from my profile, but today at Palm Springs branch I'm told it will be on my profile forever and won't be eligible for any credit in future due to the handover. Keeping in mind that I've been with Capitec for a very long time.

Please don't get me wrong it looks the bank(Capitec) doesn't look at your current credit profile, but rather they look at the previous experience or conduct keeping in mind that I wasn't working at time they handed me over. Questions comes, doesn't the loan insurance cover retrenchment? I might not know much but I feel I'm being treated unfairly.