TERRIBLE AND INCONSISTENT SERVICE

i have been battling with African Bank for two weeks now. First my loan gets approved online for X amount, then I must go to a branch for biometrics, I get to the branch and they are offline. They keep on trying to do it but it fails after many attempts. The lady tells me to come back again tye next day and suddenly my application declines. Ahe tells me to apply again but this time in a branch. I go back today and do the application but now I only qualify for a third of the initial amount. How can the system change like that over a few days only? The gentleman that assisted online is not even getting back to me and now nobody knows how to assist me. How is this possible?