Poor customer service

Capitec big lending company. Some workers are damaging its reputation by not putting compassion in their work. App**** for credit card and was pre-approved. Sent requested documents and was told they are received. Affordability checked and terms and conditions were sent for me to read. I was told will receive call finalizing deal and go through terms with me that's step 4. Later after 4 days I receive an email that " I cancelled my credit application. Call Capitec to advise I did not cancel my application. Only to be told my application was declined. I then ask for the reason; the lady was like having no time and seems to have no clue on the reason why it was declined. She mentioned something about my employer. Left me in the dark not even trying to see if there can be solution to the problem. People must love their job and do it with compassion. Always provide detail information not to lose more customer in future. You earn to do your job and do it with passion.