Please help

Again I appeal to FNB to help me understand what is going on with my profile; I have been FNB’s client for years and have always used the fnb personal loans facility and I was always approved and have always paid my loan upfront even before the loan payment was requested but to my surprise now when I apply I get a message saying I have been approved but when I go into the call centre to check the progress I am declined and I don’t understand why. I have never failed FNB not even once what is going on why cant I be helped by my own bank. I lodged a complaint last week and was not contacted and again I plead for your assistance.