Poor client service

I app**** for a loan on the app...i got an offer and accepted..they called me just to tell me they cannot help me because my salary does not get paid into my main savings account and they cannot deduct from my second account..keep in mind i have been banking with them for many years..i proposed to chane my salary account at work so that way they can deduct from next month..just to be told i have to wait for 3 months.. Now my question is why..its not that they cant see my banking history cause im still banking with them..how is that client service..how..