unfair banking practice

I app**** for a loan online at African bank and uploaded my documents, on Sunday I called and told them that there was a problem with my salary and one month I got higher and told them in my application I inserted my cell number cause its also my work number but I do have a work landline number Jimanji assisted me and indicated that not to worry someone will call me of which no one did. On Monday morning I got a communication from African bank to say that my terms and conditions have arrived I tried calling yesterday to confirm the amount and what is the timeframe for payout and was given the run around someone confirmed they will call me back by close of business but no one did.

I called today and was told that due to recurring income my application was denied.

How on earth did terms and conditions come through if my loan was declined. This is false communication This is an unfair banking practice and should my complaint not receive the attention by close of business today I will be formally contacting the banking ombudsmen.