Application declined in 6minutes without all info

I am in a process of applying for a study loan through Eduloan. I first did the application via telephone on 28 January 2016, till today i have not received proper assistance and guidance instead just received an sms that i am declined due to affordability. I was first assisted by Lebogang, got no joy then Patricia and Thabo still nothing sorted properly regarding my application to be concluded as they constantly have spelling errors and mistakes on the form. I then requested a blank form to complete myself and sent back to Thabo on 9 February 2015. I called in yesterday 15 February 2016 and was assisted by Iris who promised to help and sort it out for me but did not, called again today then got assisted by Michael who was very helpful and really tried to assist me. I was on the phone for about 20-30 minutes with him this morning and they still do not have all required completed documents from me which I was busy with to send to him but 6 minutes later I received an sms that my loan was declined due to affordability. I just asked for an email address to raise my concern over this whole lengthy process then end result was to be declined seriously confused.