Shoddy service, two months still no resolution - there is no transparency only misinformation

Shoddy service, not sending documents and increasing loan term without options, illustration or reference to clause that permits this. still waiting for information about debit insurance terms and conditions.

Capitec never sent me a copy of my loan agreement, which is contrary to their obligation to do so. it took them a month to send me a copy of that agreement. This is after sending me a notification that states that they have increased my loan term by an extra month. Apparently because of covid they see it fit to increase the debit insurance premium from two rand something to almost five rand per 1k. and somehow I guess that gives them the authority to extend the term of the policy. I am yet to receive a premium breakdown that I had requested of how they got there and where it states they can make such changes to our contractual agreement yet when they benefit from the repo rate dropping for lending, I don’t get to benefit? I had also asked for a copy of this credit insurance so that I can know exactly what I am covered for but to date I don’t know. When I tried to call them I was sent from pillar to post. So if I am retrenched then how am I to get service that I am paying for? How am to know how I can be helped? Because I refuse to go to a branch. I don’t bank with captiec all we have between us is this loan. It’s not safe and where it is avoidable to go to a branch for something as simple as information, why do they make me jump through hoops. The communication feels one sided and though I thought I would move my banking over to capitec this experience has shown me just how much of a bad idea that would be. I need this information because I need to know where I stand, that is my right. the credit insurance information should have been sent with my credit agreement. instead two months later i am still without this information. i need to know if i am eligible to claim. i need to know what i am paying for its a right not a privilege. capitec must stop bullying with non responsive behaviour.