Unhappy

My mother went saterdag to see if she can get credit,the lady in the bank didnt do the application correctly,the lady sayed a consultant will contact my mother,Monday my mom phone in to capitec,while they were buzy talking to her,her phone went dead and they didnt phone back,then yesterday she went in to the bank and they sayed that she cant get credit because the first application wasnt done correctly,and they cant give any explanation of what is wrong,or going on,they only told my mother she can apply again over 3 months,no she dont know what to do,and her app says one thing,the consultant says another thing and the branch sayes another thing,she wants to know what she must do now