Declined but a debit order has never returned

I have been a loyal personal loan account holder with DirectAxis, they have always been incredible from a service and process perspective and have always been my preferred lender. I have never defaulted on a single payment and have managed my account very well. I have app**** for a top up to my exisiting loan however it has been declined yet I can afford to pay back and have religiously agreed to my debit order date to be the same as my salary date. I feel that DirectAxis should conduct a manual assessment for my approval as thwy declined me yet nedbank and other banks have approved me however I prefer to keep my relationship with DirectAxis. I believe that I have a solid relationship with Direct Axis but it looks like they are letting me down.