Fnb loan poor service

I have applyed for loan at fnb app and i was offered R10500 and received contract ..then i go branch to send my capitec bank statement and payslip .i have signed contranct as well.after a day i have called fnb loans to ask progress of my fnb loan .the lady at call centre told me that my loan has been decliened as i dont qualify for 12 months loan ..and i must apply for 6 months loan. No one called me at fnb to suggest what i must do to get a loan ...what a poor service fnb offering to their customers.