Professional con

So I recently visited a capitec branch in order to re-finance my loan(lower interest rates means lower installment). I met the minimum requirements but the feedback was I don't meet the affordability criteria...the person who helped me explained it could be because I have a vehicle that's financed or my credit score is too low. I just checked my credit score and it's 653 which pretty good... My vehicle in its 3rd year of being financed... My question is how can you tell me I can't afford to refinance a loan when I'm going to be paying less money..your employee put my details in and a page popped up and that was it.. No effort, no dedication to see why it says I can't afford the refinance, just reading from the screen. I've sent a email to via client care portal and received no reply so this pretty much sums it up... Capitec does not want to refinance my loan because they are greedy for money and I regret trusting this organization with my money. I've never missed a debit order. Your criteria on affordability is contradictory and ambiguous. This institution is the number one bank in S. A because of their ************ lending tactics..