Study loan denied thank to Capitec

In November 2020, after I repaid my small personal loan (just to build my credit score a bit, because I don't have a cellphone account nor a clothing account) I app**** for another loan. This time it wasn't a personal loan, but this new thing called "Access Facility." I was happy that I got a better interest rate and all that jazz. So, I took some money from the access facility to finish up my remaining study fees for 2020.

At the end of November 2020, when my first debit order went off, I saw something on my app that was not supposed to be there. It stated that my account was in arrears. So, I thought that it will disappear, when it got updated.

I then received my credit report from Experian, and there it was, a missed payment from Capitec bank. My credit score took a knock of almost 50 points. I didn't get mad at first and I sent my first email about this matter early December. I got feedback and it stated that they will look into it. Days have passed and I sent another email asking for feedback. Still nothing. I eventually got an email back saying that it has been rectified and credit bureau's will be notified. I saw that the info on the app was fine, and I was happy. At the end of December (Yes, it took me almost a whole month to receive help or even a response with this matter).

In January, I received another report from my credit bureau and the missed payment from Capitec is still there. I sent another email, telling them that it isn't resolved. Almost 5 days later I got a response saying that they are giving attention, and I must get back to them after 7 days. I wait, and nothing. Sent another mail, and since then I don't get any response whatsoever.

The reason that this is such a big deal for me is that I had to make another study loan in 2021 to further my studies. I couldn't do it, because they came back to me and said that they picked up that I missed a payment to Capitec from November.

I sent everything as evidence to Capitec again, begging them to rectify this problem so that I can my my study loan. I got nothing, only an automated response. The only thing I got in the beginning of February was another sms asking me to pay my access facility, right after I watched the amount for the loan went off. I saw on the app again that it stated that my account was in arrears. This makes me so mad, because I never missed any payments in my life, and now, thanks to them for not trying to help me, I cannot continue with my studies for 2021 which puts me behind a full year! I don't believe you have any idea how I am feeling right now.

I sent Rodwyn Crowe another email a few days back, begging again to help me, but that also got no response.

This story is already at the newspapers, and are just awaiting my approval. I beg of you for one last time, please rectify the missed payment from November at my credit bureau, otherwise I will be giving the go ahead for this story to be published in the newspapers. I have all the proof needed.