Declining loan without looking at documents

We app**** for student loans for my twins. After two weeks of absolutely no communication and not being able to get feedback from anybody (not even the call center or branch could help me) I received and sms for one of the loans to say it was declined due to negative information on Experian. I found out that Foschini had listed me as having an outstanding amount which was paid in January already (one day late). TFG send me a letter to say that the account was up to date which I attached to the application and send for arbitration as instructed. Again I have not heard anything not even if they received the email. I attached the same letter from TFG to the documents for the 2nd loan as I assumed it will have the same problem and what do you know 3 days later after absolutely NO communication they decline the second loan for the same reason. Why do we bother to attach documents if you are not even going to look at them!!!