Loan assistance

To whom it may concern.i went to fnb Hillcrest and asked them to assist me with my credit card uplift the amount but unfortunately only a loan but I'm putting money in my credit card and use it but cant help me.so I apply for a loan aswel to pay off the other loans that I have which unfortunately i received a sms saying that my loan was not successful.i dont understand they taking off money to pay the two loans why cant help me with this.id number ***.email address ***.i rather have them to email me not by phone