Vrot services!!

My mother app**** online for a loan through call centre was told go to the branch to finalize the application only to find out it was rejected. Redone the application at the branch got an offer submitted all the documents only to recieve a declined reason is credit policy not met.what is credit policy not met? No reall explanation Why then give an offer and send people from pillar to post why not decline it straight at the branch instead of doing Debi check and opening an account giving high hopes just to be disappointed. Sies man and this for an existing customer that used to pay on time