Confused by Absa

I was approved for a personal loan online. Then the consultants calls me 3 days after the application and receipt of my documents to verify income to tell me if she enters my salary slips the system says error. I must go into a branch and do it there. Got to the branch the next day the consultant asked for a contact number to call the online consultant. As shes not sure what to do She was waiting forever for them to answer then she was told the loan was declined. She put the phone down to tell me they say it's declined. so I asked but why and moreover why didnt the consultant just phone to say that instead of telling me to go to a branch?.she said she forgot to ask.

I phoned them back a spoke to a guy Andrew who was busy trying to see why it was declined. He put me on hold but unfortunately the call got cut, and nor him or anybody thought it would be professional to call back and let me know why it was declined.

I'm sure I have the right to know why after being told the loan was approved that afterwards it just got declined. The consultant told me the system works in 3 ways 1.it Either declines 2. Approves for full loan application amount or 3. Approves for a lower amount And I was approved for lower amount.

Absa says they are committed to giving exceptional service?? Is this it? The consultant iv dealt with is Nonkululeko Dube