Bad service on revolving loan..

I app**** for a revolving loan that was approved on my App, the funds are showing on my account as I was issued an agreement. I needed the money to top up an acquisition at a dealership. Since Friday the money is showing but I can't transfer it meaning I cannot pay up my deal. I canceled another bank loan to take this up but now it seems the money is stuck. Call centre does work and 2 hours of calls later no one can explain why there is a loan that was approved and appears on my profile but can't be accessed.