vague decline reasons

i have been thier client for a while now but what ive discovered lately is the fact that thier consultants arent clued up or theier are doing things their own way, ive had loans with them then i app**** a month back wich all in all wer approved 4 accounts so now ive finished my old account i need help again m told that i cant be assisted because i am not allowed to have 4 accounts while previously it was permitted and their decline reasons are vague, i need clear clarity and in black white why am i being declined due to clients not permitted to have more than 3 accounts....