Poor service

After being retrenched in 2020, I had a tough time trying to activate credit insurance on my loan with Capitec Bank. Eventually, Abigail van Wyngaardt contacted me and informed me that the credit insurance approved my claim and indicated that my loan will be settled within 60 working days. The total outstanding balance at the time of approval would be settled. The monthly installments were to be debited from my account until the final settlement. Once the outstanding balance was settled, the bank would reinburse me the payments made after the date of approval. The loan was settled in December 2020 and I have had no communication or any payment from the bank.