Contradicition of terms! Very Unhappy!!!!!!!

Good Day Your assistance with regards to the resolution to this matter is of utmost importance.

I had app**** for a personal loan through African Bank on Thursday 19 July 2018, with the understanding that it has been pre-approved based on my affordability, I signed the pre-contract at the Bayside branch and understood that all needed checks were to be done. On Monday the 23 July 2018 these checks were completed successfully by African Bank and I was informed of this, however I was requested to return to the branch to redo my application as the finger print scanner gave a system error and needed to be redone, I duly did so and returned to the branch on 24 July 2018. I had only just left the branch when I received the following email from African Bank :

Your credit application has been successful and we’re pleased to be your financial wellness partner.

We attach everything you need to know about your credit agreement with us, as well as some handy money tips.

Please use your ID number or passport number, to access your document.

If you need help or have a question, please feel free to call us on ***.

We look forward to hearing from you and trust that our partnership will lead to a lifetime of financial wellness. Sincerely

The African Bank Team

Terms, conditions and affordability rules apply. African Bank is a registered credit provider. Reg No: ***. NCR Reg No: NCRCP7638. This email was received at 9:51am on 24 July 2018, at 11.30am I received a phone call from the service consultant to advise that my application has been rejected.

Now my confusion comes in where African Bank is unable to provide a proper reason as to why the application was rejected after I had received the email stating otherwise?

I have laid a formal complaint with African Bank , ref # ********** but am still waiting for them to come back to me.