Very disappointed with the service of this establishment

Very disappointed with the service of this establishment My husband has got a current loan which was consolidated like a year and half ago with capitec bank and he has not missed a single month payment he only has like 6 to 7months more to pay of that loan ,he is currently having a very bad month so he just needed extra cash and according to the app he could qualify for like 60k but on the app it said to visit the bank , when he visited the branch he tried to consolidate his loan again and then was told he was declined , he has been such a good customer and he knows he would definitely be able to make my repayments so I fail to understand why was he declined and especially if he was accepted for such a large amount on the app and then to waste our day by telling him to visit the branch just to tell him that he has been declined , he is definitely reconsidering changing banks because when you really need the help, your own bank refuses to help you ….So dissatisfied