Lack of communication

My agent told me that Nedbank refused to give a home loan they said I can't afford. But they granted me a home loan on September that I didn't take it due to some reasons. Now I got something they are telling me about affordability. But they are offering me a platinum credit card which I. Don't apply for. I went to the branch to make a query. They referred me to home loan department a consultant was rude she told me that I should tell bond originator to contact the consultant.