Unhappy customer

I am really disappointed with Capitec Bank's lack of assistance.

I was on the line trying to contact the collections department regarding my loan and - after 3 unsuccessful hours - the line kept disconnecting.

I tried again on Monday and it was still the same.

I sent e-mails to the sms provided e-mail address and the branch managers wrote that they could not help.

I sent e-mails to Client Care, yet received no responses, not even acknowledgement that my e-mail was received.

I eventually used the contact form on the website only to be informed that my query was forwarded to Collections, yet no turn-around time or way of following up was provided - even after I responded to the e-mail requesting this information.

It's Thursday and still no response has been provided and no way of following up on my incident.

Why are other banks making efforts to assist customers during the COVID-19 pandemic and Capitec Bank showing no compassion or consideration towards its own customers?