Personal Loan

I contacted Nedbank to apply for a Personal Loan to consolidate my debt. I have been a client with Nedbank for many years and also have a Personal Loan with Nedbank for many years. Firstly they informed me that my Personal Loan is in arrears. I phoned the Nedbank Personal Loan Department and they confirmed that I am NOT in arrears and have never been in arrears. I confirmed this with the lady who is dealing with my Personal Loan. She thereafter said I am under Debt Counseling. I have NEVER been under Debt Counseling. I have double checked my credit records and I have NO Judgements, NO late payments and NO debt counseling under my name. My credit record is clean and I know I have always paid my creditors. Is this that Nedbank does not want to help me? even if they can just make sure on their records that I have always been a loyal client.