Double Standards

I have an existing loan which was taken out in October. The mobi app tells me that I can top up on it, so I have been trying since February. They keep on declining it because of my set up with multiple income across two bank accounts. However, this is exactly the same set up that I had when the original loan was approved in October? Nobody can tell me why they are not approving it now. They are debiting my account every month for the active loan but have an issue with the top up. I have called in, emailed customer support to, nobody will put me through to a manager and when I do call in, I am faced with rude consultants who can not answer my question? I need to understand the route cause here?