Very disappointed

I have been a Capitec client for a long time and recently tried to apply for a loan. I first app**** on the app, but to my surprise, I didn't receive a response for 3 days. I called and even communicated with them on WhatsApp, but was told that they were still reviewing my application. After 2 days, I received a message saying my application was rejected due to "work confirmation failed" or something similar.

A few days later, I went to a branch and was assisted by a very nice agent. He said he wasn't sure why my application might have been declined, but it may have been because my employer was flagged due to retrenchments around June or July. He advised me to try to get a letter of employment to confirm that I have been working. I got it and took it to the branch, where it was scanned and sent to the head office.

The agent who assisted me was kind and kept me updated at all times after that. He informed me that the head office was unable to reach my company to confirm employment using the number provided on the letter of employment. Even though my letter of employment had 2 numbers for them to call, they were unable to get through. I went to HR to make them aware of this and they confirmed that all contact numbers were in order. I even got an alternative number and called the branch, providing it to the agent who was assisting me. However, the head office said they could not use the number on my letter of employment and were using a number from Google which was no longer in service, so they couldn't do anything to assist me with my application. It was declined due to that.

I find it really unfair because many companies have not updated their numbers on Google, and I feel that should not be a reason for my application to be declined. I do not understand their reason, especially since my salary gets paid into my Capitec account. Can they give me a valid reason why they cannot call the numbers provided on my letter of employment? What was even the point of me submitting it if they refuse to help me?