Can't help a faithful client and no reason given

Good day

I have been banking with capitec for more than three years now. I have a loan with you ( wich was approved with me having a lower credit score back then ). I sms my ID number to 30605 then I get a sms stating that I could qualify for credit. I phone the call centre, go through the application process only to be told that my loan is declined but there is no reason given? Why does the sms state that I could qualify for credit but then after all the hassle I go through it declines me? PS. I never defaulted on one of my installments. You're help in this regard will be highly appreciated, I am thinking of changing banks where they are actually eager to assist me.

My contact nr : ********** .

Regards

Johnny