Unsatisfied Customer Once again!

I am seriously frustrated with Capitec Bank all over again! In Dec 2018, I took a Personal Loan of R45000. My first instalment began in Jan 2019. All payments were done in full throughout the year of 2019 which totalled up to an amount of R18947,29 that was paid.

In 2020, the first 3 months, were also paid in full. However due to covid, I took a payment holiday in April and in May. My payments from June-December were also restructured for a smaller instalment.

My payments resumed as of Jan this year and I was debited for the full instalment in Feb aswell.

My suspicion grew when I pulled out my credit report and noticed that even on my banking app my balance never dropped. I'm still sitting with a balance of R44800 even though a total amount of R33 562,52 was paid to date.

I went into a branch and I was told that the collections department could only help me. When I spoke to a consultant at the collections department, he blatantly told me that I must understand that it's all fees, insurance and interest that leaves my balance as it is today.

What I cannot understand is how did I pay R33 562,52 only towards interest, service fees and insurance since 2019-today??

I am so furious because its quiet clear that Capitec thinks their customers are complete idiots. I want a manager/ higher authority to give me clarity because I'm definitely taking this up with the ombudsman!