Loan Declined with no assistance from Direct Axis to resolve the problem

I am very disappointed with Direct Axis. I have been a loyal client of Direct Axis for years and have been paying my account promptly every month even though Direct Axis failed to deduct the debit order in September. I went through all the trouble to contact them to find out what the problem was but I did not receive any reason or feedback from Direct Axis on this matter, even though I was assured it will be escalated and I will be contacted with the reason. The last time I app**** for a loan I was approved for R 50,000.00 but only needed R 31,000.00. After the finalisation of the loan I realised I needed more money but Direct Axis indicated that I can only apply after 6 successful debit orders. Today , after 6 debit orders have cleared, I app**** online for a loan and was immediately declined. I phoned Direct Axis to find out what the reason was for the loan being declined. The person assisting me could not help me with the reason. She kept on repeating that it can be any reason from the credit bureau but she could not confirm which reason is applicable to me. She later also mentioned that it can be affordability but I am unsure of how this can be calculated if I did not give any information on my income or expenses. Furthermore I am positive that there is nothing negative on my credit bureau but I cannot escalate a matter if I do not have any solid facts or information of the problem. I tried my best to get the reason for the loan being declined to help me resolve this as I need money for tuition. I do not understand how Direct Axis can decline a loan from their side but are unable to give me the reason. Surely if they decline it from their side they should be able to give the reason. It is very frustrating for me, as a very loyal customer, to try and resolve a matter when Direct Axis is just not willing to assist. I am very very disappointed with the service and helpfulness of Direct Axis.