No communication and none assistance

I am livid with Capitec Bank. On Monday 24 August 2026 at 11H00 I went to the Caledon Branch to pay my arrears on my loan account and on my credit card account. The consultant showed me R**** is in arrears on the system which I've paid and also R**** arrears on my credit card. Then after that I've called the call centre from my app requesting a letter stating I've paid the arrears on my account. Case nr ***4 was given to me with the promise the letter will reach me within 48 hours. I waited and waited and no communication was sent. 26 August 2026 I went again to the Caledon Branch requesting if they can assist me with the issue since I haven't received any update. The consultant contacted the retrenchment department and then they informed the consultant that my retrenchment insurance ended on 02 July 2026. I told the consultant no one even communicated to me regarding the issue that the insurance ended. No email or sms or a call. Then the consultant was informed that the arrears that are currently showing of R5k are arrears that were accumulated before my retrenchment and again, no one informed me about this. The consultant spoke to an agent in the CGS department and was given a case nr ***7. The consultant promised me and the consultant in the branch within 24 hours the letter will be emailed to the branch. The status on my account will be lifted for 24hours so the letter can just get issued. This agent also promised to call me, the client, to make payment arrangements on my account which never happened. Today 27 August 2026 I went to the branch again at 16h00 and no letter was emailed to the branch. The consultant called again the retrenchment departement and no one could assist at all. No letter, no communication or call to assure me that they will contact me to make payment arrangements. All I need is a letter for the arrears that was paid. So a whole week and nothing is sorted or being communicated? Where is the customer service that was supposed to put the client first? Also all calls are being recorded so why doesn't anybody listen to this recording and hear who was the agent on the line? I am really disappointed in this one time that I really need assistance for and nothing is being done on Capitec's side. The consultant in the branch also sent communication from his side: Incident *** stated that the credit department must lift the status on my account as I want to make payment arrangements.

Bare in mind I had to take off from work to sort out this issue as well as drive to the branch and this up and down without any resolution is really not welcoming. I am at the stage where I want to move all my accounts and policy to another bank where I will get better service and where I will be treated fairly. I am super frustrated and livid at this stage. No communication is really a serious issue