Capitec Westgate Confused and Customer Service Sucks

My fiance went into the bank and the lady who helped him said, to get a loan, he just needs to show he has a monthly income. We returned a few days later with the proof. The lady who helped us sang a different tune. According to her, my fiance doesn't qualify because he is on the wrong type of pension. The first lady knew exactly what type of pension he was on and was confident that he'd get approved. The second lady who helped us, seemed annoyed and looked like she just wanted us gone so she can get to the next client. She didn't go to any trouble of explaining to us, the answer was just 'no.' Customer service at the Westgate Branch is horrible. And we would like an explanation why he doesn't qualify.