Team Leader Darren putrid service at fnb call center

Firstly I'm happy with my bank. So let's not get that twisted... However... I app**** for a loan via my fnb app... According to fnb it was approved. Received two messages confirming this. Also received the quote via email which I signed and sent back. I then contact the call center and the agent says my loan is declined. I asked her if there was anyone I could speak to... Places me on hold for a while... And BOOM I get arrogant Team Leader Darren. The more he is telling me the loan is declined the more I am trying to tell him that fnb approved it and I have proof. In all the years that I have been using the app it will ALWAYS tell me instantly whether anything I apply for is declined or approved instead Mr Arrogance Darren gets an attitude and promises to call me by close of business TWICE. alas no call. For premier banking service... This is putrid! You cannot tell me it's approved and then tell me it's declined when the messages states the money WILL be paid into my account. Love the bank but seriously considering moving to another bank if this is the type of service you offer your CLIENTS.