Poor Service

My husband has been banking with Capitec for a few years now. He has had 2 loans with you and has not missed a payment, and has not missed a payment. Firstly last week he tried to do an application for another personal loan, and spoke to a lady there and said in future to deal with this wife. On friday she was extremely rude to me on the phone. Secondly, we then went into a branch and did another application there, and was then decline - which is weird considering I have not had this problem before and no one could give me any information.