Poor Service and Failed Verification Process After Loan Pre-Approval

I am extremely disappointed with the service I received from Capitec Bank regarding a personal loan application.

Application ***

I app**** online for a R20,000 loan and was pre-approved. I was then asked to submit supporting documents, including my bank statements, payslip, and ID document, which I submitted immediately.

After waiting two days with no feedback, I phoned Capitec to follow up, only to be told that my application had been cancelled because they needed to verify me in person at a branch.

I then took time out of my weekend to visit a branch on Saturday, only to be told by the staff that they did not understand why I was instructed to come in. They still attempted to assist me with the verification process, but the system kept loading on “processing” for 15–20 minutes without completing anything.

The branch staff then tried calling for assistance, but nobody answered. I followed up again on Monday to explain that the verification could not be completed because the system at the branch was not working. The only response I received was: “Sorry, go to another branch.”

This is unacceptable customer service. I submitted all required documentation, followed every instruction given to me, wasted time traveling to the branch, and still received no proper assistance or resolution. Instead of taking ownership of the issue, I was simply sent elsewhere because Capitec’s own systems were not functioning.

I expected far better communication, professionalism, and support from a bank of this size.