What next

I app**** on Friday Morning for a loan. All was fine. They just had to confirm employment. I go in this morning to enquire whats happening (As I haven't heard a thing) and i get told that The work is not answering. I then call and they answer. Then he tells me I must drive to Braamfontein to get a letter from HR. What is going on? I wasn't told to bring a letter. I was told Payslip, Bank Statement and ID. Which I took. Please call me with a resolution to this mess.