Very unprofessional Service

I app**** for a home improvement loan, submitted all the required documents. I then received a call from a consultant does did not have any information about the existing loan, she asked same information, she later realized that there is an existing application and said she is cancelling it so that we have apply for a loan again, no explanation provided why we are cancelling the first application, I assume it is to push a new sale. The service is ridiculous and very unprofessional. I have submitted all required documents, why should there be a Hussle. I would never recommend this bank. This is the second time I get such service with Capitec. This is definitely not a Simplified banking. Yet again my credit score will be affected due to bad service.