Negligent and *********** assistants

I went to Capitec to get a loan to assist me with my financial block in order to register for my academic year last year. Neil who assisted me was friendly at first but I later realised he was negligent when I saw two debits on my FNB account because he added an extra loan that I did not agree to nor sign for. I went back a few weeks later to inquire about that, when all he had to say for himself was \oh