Broken Bank

Good Day, I received an offer on my online banking for a revolving loan. I went thru the steps until i received the offer. I was happy with the offer but received a urgent call before i could click Accept/Continue, when i returned i was logged out. I then went thru the manual steps and i get declined - in the declined letter the reason is .063 that's not a reason even according to your sales staff in call centre. I phoned technical department and he told me i must go thru the steps again and i did then he said do it again cause he needs a screen shot and i did. Then i thought id phone sales as i would like to take the loan so i can pay ABSA off and be with my bank and the lady tells me that all the application and credit check is bringing down my credit score *** why would FNB staff member tell me to do things that lower my credit score. This is ridiculous.