negative response due to lack of info

I am an fnb pensioner who went on five months leave from April before retiring 1sept. While on leave I was revoked on the system and due to this fact my fnb email address did not work which I now discovered effected my cape consumers account as I received no statements. I went to dot fnb last week to purchase a laptop but was told my buy aid account is in arrears. Obviously from the above info I discovered why. Notwithstanding this fact I settled the account which had an outstanding balance of R233. Needless to say my application has been declined but fnb have not bothered to find out why. The reality is I could purchase the laptop with cash but that is not the issue.