Laybye query

Went to truworths jubilee mall to make a laybye, like I did last time and to my surprise I was told I cannot do a laybye because my account application of June was declined, reason being they did not get hold of me. This is the second time I'm being told that but the last laybye did go through after being told different u-understandable reasons. What does laybye have to do with not being offered an account at truworths because I'm paying to reserve the item it is nt like taking the item and paying later so what are they losing.