Do not understand

I have the Capitec Bank App as every one else. When you apply on the app for credit it says that I have bad credit record as per "mycreditcheck". I then went as far as to phone the customer service and they said I should rather do an application online or go instore. I did the application online and again it said the same thing as the app. About a week later I get an SMS that I can go into a branch for the required credit. Why should I go into a branch? Why not online or on the app? Why the technology if not able to use? I am registered on "mycreditcheck" and on there it shows I have a good credit record. So I think somewhere there is a glitch between Capitec and 'mycreditcheck' or their systems