Mislead by consultant at wesbank

I called Wesbank to enquirer about the possibility of refinancing my vehicle in irded to get a lower interest rate. I spoke to Wade, from refinancing department, who reassured me that it is possible to refinance the whole vehicle instead of just the residual. I even asked him repeatedly and he said yes I must just go to the website and apply as if I’m doing a new application but I should just select private sale. Upon completion of the application I saw that it had referred. So I called wesbank back and spoke to a consultant who told me that it’s not possible to refinance a vehicle and they can only refinance a residual. I am very disappointed as this incorrectly supp**** information has lead me to submit an application which hurt my overall credit score. What incompetence is this? How can you have someone working with such sensitive matters and not have them thoroughly trained? Extremely disappointed with this kind of service.