Very disappointed

I went to the nedbank branch requesting a settlement letter, that was done via the call center department. The agen asked if she can check how much i can also qualify for, I agreed and the amount was Around 78000, the contract was emailed to my personal address and i was called again being asked if i have made my decision about the loan, I didn't agree to it because I still had a loan with nedbank but to my surprise today i am being told that it was declined due to a low credit score. My question is why was my loan declined based on the above reasons since i never agreed to that loan, today I can't apply for a loan with Nedbank based on that.