Fails Information

A few days ago I phoned the branch and ask the consultant to check to see if I can qualify for a loan to close down the exciting loan and credit card to have only one debit order, after a while she inform me that I can qualify for a loan of R 53something and the installment will be R2200 something. She informed me to bring my latest pay slip and bank statement. Today I went with the relevant documents, and due to the bank had the statement incorrect I had to go back and wait anther 15 in line to get another statement, went back filled in what's needed. Then she informed me that I can get a 3rd loan but not the one that can close down both I declined the offer. I failed to understand why one can say this and if you go to the branch someone else is saying something else. I can get a new loan but not 1 to settle the exciting ones. Not making sense