No service

No service at all! My husband took out a loan. Paid almost the full amount in advance as repayment option and not adhoc so his debit order can still go off and the advance payments can stay in credit just in case of an emergency if we should require more funds. So a medical emergency struck us. He requested a reversal for some funds and receive it after one hell of a struggle. Our medical expenses turned out more than we bargained for and he needed the rest of his credit. Now absolutely nobody is helping. After speaking to uncountable consultants they gave us a reference nr saying it is under investigation, for what? Being a good payer?! I mean his first debit order hasn't even gone off? All we are stuck with is a reference nr and he has phone for 4 consecutive days and they keep saying nothing has been done phone tomorrow. Our lawyer suggested we refer to the ombudsman, because it sounds like no use lodging a formal complaint to Capitec complaints department given the current level of service we are experiencing. I think we should do that! And we are also thinking of moving our household over to a different bank.