Personal vehicle finance pathetic at there job

My girlfriend app**** for the above in December and it was declined. We then phone the call centre and we were told we needed a deposit and we should apply again when we have the money. 3 months later we apply and it was refered. No one bothered to phone us so we phoned them 2 days later. As i am away for from home for work I cannot be present for the call so we had a conferance call. The woman has the decency to tell me that i cannot be part of the conversation as i am no the applicant. I mean this is a joint decision between my better half and I, its our money and I have bought many vehicles so I have a bit of experience with this type of thing where as it is her first time. 10minutes later listening to a chime she tells me that it is declined. We ask why and she said we need a deposit. We then said we have a deposit like they requested and then telling me its still declined due to ITC check. Now what is it?ITC or deposit. My better half has an excellent credit score. I asked her can you please explain to me what we have to do or for how much can we purchase a vehicle, we need a little more information on why but she could'nt. She then said i must hold and 12min got cut off.