No response

I received an email that I qualify for an additional loan. I phoned and mailed them only to find out I was declined. My question to them was why they would send a mail that they have set aside this loan offer (which by the way expires in january) only to find out I've been declined and my reaplly in march. The have not answered my question. I have sent a mail twice to their customer service and have not received any response. I'm utterly disgusted to the way I've been treated as I'm a loyal customer and my payments are up to date