Poor customer service

This review of poor customer service comes after me being retrenched in January 2020. I had visited Capitec Chatsworth to enquire on the necessary documents I would need to submit with regards to my loan and credit card. At this point I was given a form titled unemployment-unable to earn an income cover assessment. On 6th February 2020 said form, together with supporting documents were submitted at the same branch. I was advised that the insurance process would take 3 months and I would need to make payment arrangements until such stage. I had made and kept to each arrangement. On the 21st May I called the Credit Claims department to check on the progress of my claim. I was advised that the unemployment form was not received. I resubmitted and was told I would receive an email to confirm receipt, which was not sent. On 22nd May I called back and was told there was no notice date on my form. Only after calling again on 26th May was I advised for the first time that said form actually consisted of 2 pages, of which only the first page was provided to me by the branch. On this date the consultant emailed me the complete form, which was filled in by my previous employer and emailed back. On 29 May I called to check if all documents were now in order and was told I would have to wait 10 business days from the date of the email for feedback. I was not contacted. When I called in today, 09 June, the consultant advised me that she was "unsure" why the previous consultant told me 10 days, as there is no definite turnaround time. She advised that all she can do is "escalate" it ( which the consultants on previous calls have claimed to do). Again, she cannot advise how long this would take.There is also no supervisor you may speak to in this department. Capitec has refused to prioritize my application and claims of poor customer service, ignoring my concerns that- a) the incomplete form was what was provided to me by the bank b) the submission of said form and other documents were done in February and at this stage the consultant doing the submission in branch did not make me aware of the incomplete form. c) I was not contacted at any time since my application. Today I was made aware by the credit claims department that they did contact the branch with this information but they are unable to say who they relayed said information to and was told it was probably an "oversight" that's why I was not contacted.

I have now exhausted all avenues in trying to communicate with Capitec and I am disappointed that even after 3 months I still do not have feedback.