Approved then declined

I app**** for a personal loan with African bank and i was assisted by a consultant "Carmen". i was led through the whole process and was even told on the telephone on the 12July @ around 1:12pm that the application was approved. while i was on the call it was cut and within 2 minutes i received an email saying that my application was declined. I have been trying to get to the bottom of this through Carmen superior (Rodney Naidu) and Rodney's boss Dumisani Mtsweni (who to date has not even bothered to contact me). It has been one of the worst experiences that i have ever had. From been offered and telephonically to an amount of R300 000 to now been told that i do not qualify for 1cent. How is it possible that things can go so wrong ? Rodney just keeps saying that i have been declined due to affordibility. Rodney also keeps saying that Carmen never committed on the phone to saying that i have been approved however i know what was told to me and i have even given the day and approx time when this was told to me however this just keeps getting ignored. I would like African Bank to stick to their commitment of helping me with a personal loan. If you are told something then how can they now go back on their word???