LIES ABOUT THE OFFER

As i know that most service providers offer installment breaks to their clients i then asked my finance house which is Wesbank to get the installment break and they advised i was offered that and i never signed for it which is a lie because i was NEVER OFFERED NOR ASKED ABOUT THAT OFFER... SO HOW IS IT THAT I GET AN EMAIL SAYING I WAS OFFERED AND NEVER SIGNED FOR THE OFFER IF I WASN'T?????? CLEARLY THEY SIMPLY DON'T TELL THE CLIENT ABOUT IT AND THEN AT THE END SAY THE CLIENT NEVER SIGNED FOR IT I WAS NEVER TOLD ABOUT THE OFFER AT THE DEALER