False assurance

App**** for a cellphone contract but was advised could not get it however I prequalify for a WIFI contract, I questioned the agent numerous times to has what happens if I don't qualify for the contract, She assured me that if I was not successful I was to pay a fee to have the router delivered and installation and the contract will be processed, Now i receive an SMS stating I do not qualify, When questioned the support via Email the response was "We apologise for any inconvenience caused.We value your support.".So why assure a person that they will get a product but fail to complete the transaction