Took a loan with capitec bank in 2016

Was entrenched in march 2017 then went to capitec in Jan furse to inform them, they requested that i submit the required documents of which i did. then within a week i got an sms saying the are still other documents that i must submit that included the retrenchment cover letter i went to Capitec in centurion maĺl and dropped it off..then 3 weeks later did the follow up at capitec jubille mall where i was told the are still inverstigating and the process will take 3 months. Towards end of May i went again in Capitec Soshanguve Crossing where i was told the retrenchment cover letter is missing then i resubmitted it. After a week got an sms that state that the claim was approved and it will be paid within 60 working days. Then comes September UIf money comes in...capitec took the hole money and when i went to Capitec in Hamanskraal to reverse it i was told they cant reverse the hole money as the account was handed over to debt collection and my questions was i was i handed over where else they approved my claim. I was told it was never approved as its pending retrenchment cover letter which i submitted twice. And the unfortunate part on my side was that the message had been deleted and they are also in denial of sending an sms. They say the only sms they send was the one that state that there are documents missing. So my questions aswell was that why was i not contacted to state that there are documents missing cause on my side kept going to capitec to check on the status but still they failed to give me the right information. So i went to Capitec Hamanskraal again to re submit the same retrenchment cover letter and was told they will call me back and guess what im still waiting. Capitec has failed me and shown me that i should never trust them. Im really disappointed at the service. They are so quick to take your money but slow to deliver