PLEASE HELP

I need help from someone who can really assist please, I have been a loyal FNB client for a very long time and have been taking out personal loans with FNB for the longest time. My credit profile has never changed it has always been as is and what’s great is that ever since I have been taking out loans with FNB I have never missed a single payment. Yesterday FNB offered me a personal loan of R7000 which I accepted via my FNB app and even received a credit agreement and an sms saying my loan has been approved but to my surprise there was no money deposited into my account and no phone call received either. So I called the loans department and spoke to Octavia, she went on with a conversation with her colleagues while I was on the line waiting for her to verify my details after I interrupted her chat she transferred me to verification and when I got back to her she said my loan was declined. I don’t understand how so when I have been so loyal to Fnb and never have I ever disappointed FNB. Can someone please assist me urgently please, can someone please call me