Your own bank should know everything !!!

So absa bought me a car which cost R241 000. I had an accident not so long ago - My insurance paid out and I had a little bit of shortfall that I needed to pay. So I adjusted my payment to R1 752. Now I'm trying to apply for a crafter for mt business which costs R220 000 and I am taking out a deposit of R110 000 but they tell me they can't help me. The consultant I spoke to can't even see that my insurance paid - so who is to blame here? Absa idirect or Absa vehicle finance. My monthly installment for the crafter was going to be way less than what I was paying before. A minus R2 500! I need to get an answer to this - or all they can do is to get my trans-union updated then I can move to a different bank.