Poor service

I app**** for an loan at african back, Provided the confirmation of employment, bank statements , lease plus payslips all was ok signed received sms was told money will be given within 48 hours back at 3.30 TODAY the lady calls me from the cresta bracnh saying the head office wants HR to add something like there will be no retrenchments on the confirmation of employment and that that is the outstanding thing how can that prevent one from getting a loan if all documents are correct you get confirmation you call for confirmation and still come back saying i must ask for this