*********** no customer feedback

I re-app**** for a home loan, since the bond was joint with my late husband. i was the one always following up with them to get the feedback and i never got any feedback except the sms syaing that the results will be sent and they never send it. i've been calling and the call centre cannot find my application. i had to go to Brackenfell branch today to find out the progress, only to be told that it's been declined. 1st reason the account has a legal clause therefore credit assessors cannot remove it and they decided to decline. but they appealed and they declined appeal again, saying the conduct of which my account has been handled. when i ask which account they dont know. why would they decline instead of finding ways to remove the clause? why appeal whereas they know the reason for the decline. how ***********?