Hopes up for nothing!!!

After weeks of gathering all my information and I was advised that I will need to submit documentation for debt restructuring for my vehicle which I have made sure I have all the necessary documents, I get an email now from the debt review department to tell me that I cannot do the restructuring. So why after 3 weeks I get told this? I want this to be escalated to a manager. Also to be contacted via email as I cannot answer my phone during the day at work.