Unacceptable service

I visited Capitec Bank at Balfour Mall to apply for a loan to purchase a car. The consultant asked for my details and accessed my profile. She inquired about my gross salary. I informed her that I have been employed by my current employer since 2017, but I recently resigned and will start a new job with an increased salary in July. I mentioned that I have a copy of the contract and a dummy payslip for my forthcoming job.

The consultant sought guidance from another staff member on which details to use and then decided to use my current payslip. I provided my current salary. She informed me that I qualified for around R300,000, but I told her I only needed R180,000. She asked me to return after a few minutes as they were conducting an employment check.

When I returned, they were still verifying my employment. I left the branch . Today I tried to access the Capitec app, only to receive a message stating I don’t have an active account. I attempted several times unsuccessfully. I then went to a Capitec ATM to withdraw money, but it didn't work either.

I called the Capitec call center and discovered that my account had been flagged for attempting to get a loan after resigning from my job. I explained to the consultant on the phone that I had clearly informed the bank consultant at the branch about my resignation and my new job. I did not conceal this information to obtain the loan; the branch consultant chose not to use the details of my new employment.

Now my account is flagged as *****ulent, and I am unable to access my money. This situation is unacceptable and causing me significant inconvenience. I will escalate this matter further if it is not promptly and thoroughly investigated. The reference number for the ***** case is ***.

Kindly address this matter urgently.