UNFAIR: Different Rules for Credit Card Application for two different Capitec Branches

My wife and I have been Capitec clients for many years. It's so disappointing when one receives such unprofessional behavior and as I received from Meneleen (assistant branch manager at Blue Route Mall) I went into the Constantia Village branch approx a week and a half ago because my bank app "locked" due to a PIN error on my part. l entered the incorrect PIN too many times. I was assisted a consultant Abigail who was very professional and helpful. She managed to reset my PIN and then told me I could apply for a Capitec Credit Card and loan according to your system. I indicated to her I would be interested to see if it was possible to apply for a credit card. When I gave Abigail the latest copy of my Payslip she inquired why there was no Tax or UIF deductions as she was processing my application. I explained to her why I was exempt from paying tax and UIF. She went through the whole application and showed me on the screen what credit and loan amounts I qualified for. But she said I would require a letter from Old Mutual Human Resources explaining WHY I am exempt from paying UIF. I left the Constantia Village Branch and when I arrived home I sent an email to Old Mutual HR requesting they send me a letter and copy Abigail at the same time explaining WHY no UIF was being deducted from my monthly income.

On the 8th August 2024 I received a response from Old Mutual HR which I immediately sent to Abigail via Whatsapp. She told me that Capitec Constantia Village was being renovated so would be working at the Capitec Blue Route Mall from the 12 August 2024 until 17 August 2024. I decided to go into the Capitec Blue Route Branch today 12 August 2024 at 9am when they opened since I was in that area. I was greeted at the door by a lady whom I told I wanted to speak to Abigail. She said "oh it has to do with Constantia Branch" and led me to Abigail. She was again very professional and friendly. She started the credit card application from all over because she said it was being now done from Blue Route Mall. After sitting for about an hour and a half she indicated "everything was fine" she just needed approval from the branch manager. Then she returned to tell me that I would have to again contact Old Mutual HR for another letter EXPLAINING WHY I DON'T PAY TAX. This was so frustrating because I would have asked Old Mutual HR to explain that in their earlier response on 8 August 2024. She called the branch manager Meneleen who was VERY CONDESCENDING when I asked WHY DOES CAPITEC CONSTANTIA VILLAGE HAVE ONE SET OF RULES and CAPITEC BLUE ROUTE BRANCH HAVE ANOTHER? She indicated that Capitec Blue Route works with more tickets than Capitec Constantia so that would explain the discrepancy regarding the TAX EXEMPTION ISSUE from my income. So Capitec Constantia would accept it while Capitec Blue Route would not? I asked if that was not DISCRIMINATORY because Capitec should have a STANDARD POLICY which should apply to every Capitec Branch and every Capitec client making an application for credit. I was beginning to feel that she was trying to humiliate me because she was not making sense with her explanations. This got to a point where she became VERY UNPROFESSIONAL. She has no idea on how to handle a frustrated client. I had to spend so much wasted time in the Blue Route Mall branch when she could have told me from the onset after viewing my payslip that she has an issue with my TAX EXEMPTION status. There was definitely management skills highly lacking when such defensive behaviour is observed. If a manager personalizes the fact that SHE WASTED MY TIME then Capitec is certainly not being represented in a professional manner. When I asked her to contact the regional manager she REFUSED and said he only receives calls after 12 and refused to give me his name and contact number. I would appreciate if a manager from Capitec Bank could contact me and explain the policy discrepancies when it comes Constantia Village and Blue Route Mall Capitec branches. I got the distinct impression that Meneleen was trying "show up" Abigail as inexperienced which even if she is that should never be done in front of a client. It's very unprofessional. I am just so surprised to receive such service from Capitec considering that I was telling Abigail during the process how great Capitec Bank is.

I will await your response.