Misleading information and Empty Promises

I am an existing Sanlam Loans for years and never missed any single payments ever. I was informed the past few weeks that as a loyal client, I have a pending offer for R150000, which I said I will think about it. Today I called in to take the offer, and went thru the whole entire application process. And I was told that my application was declined because I owe a lot of money? Like really? what is that? why was I told that they have an offer for me? Direct Axis is not loyal to its Loyal clients.