Pre screening excludes me for no valid reason

I phoned the call centre for a loan because I bank with absa but they tell me I don't qualify that I had 9 U npaids this year these are debits on my account that were done in error and I can prove it from a letter from the supplier in question. You get through to a junior staff member that has no clue on how to deal with anything else but what comes up in front of her. I am now going to another institution I have had enough