Student loan declined after being pre-approved, forced us to take a personal loan

My sibling app**** for a student loan me, and stood as surety. Upon visiting the gateway branch, the consultant showed us the screen saying "pre-approved" and advised us that head office will now officially approve it and should take 24-48hrs. After a few days there was zero contact w.r.t the loan, and my sibling had decided to call the head office herself to which they told her it's been declined and offered her a personal loan instead. Really bad service, seeing as how the student loan would have been more beneficial to the current circumstances, and even more unsatisfactory to be pre-approved but then declined without them notifying us personally. Awful service and no help or explanation, just asking clients to take more debt onto themselves.