Personal Loan

I have been struggling to get a hold of ABSA, My clear score is stating that i can apply for a Personal Loan/ My Absa App states i am pre approved for a Personal loan, yet when speaking to someone i am not assisted.

If all my things are in order and my accounts are up to date and i have a Credit card with Absa what is the problem currently, that i can not apply?

I just received the very same phone call from ABSA stating they would like to offer me a personal loan of up to 350 000 yet nothing really is happening.

Please if someone can perhaps try and assist it would be greatly appreciated