Bureau, App and Agent all have difference versions

Capitec's bank app giving me a credit rating that is constantly below average, yet the bureau my rating is good. I call Capitec to ask them what exactly the issue is and if they can please explain why this rating is listed at below average. Two other banks i app**** at, have come back with offers, but Capitec says declined. I call the bank and ask them to please explain or advise why my rating is marked at below average, so that I can have this corrected, as I feel its best, as I bank with Capitec and have for the past 5 years. The agent on the call says, i need to call the bureau, i tell her, I have all my bureau reports infront of me and I do not have any issues on the bureau. so if she can please tell me what exactly Capitrec is not happy with so I fix it, she tells me to call the bureaus and they can tell my why Capitec is declining my application. how does this make sense. She then again mentions that Capitecs credit card is unsecured, is not all banks credit cards unsecured? I just do not understand how is this possible. The reasons and assistance I received from Capitec was just pathetic, and the answers I received was not worth the call at all. The bureau says one thing, the app says another, and the agent has her own version. I cannot believe its this difficult to get assistance