Bad service

They have accepted my bank statement which I get via email from my bank as proof of income on previous occasions. And there were no problems, I payed everything on time. Now they tell me I need to go to a bank and get a statement from inside but they can't provide me with an explanation why. I explained to them that I can't get to a bank because of logistics. They didn't care. I explained to them that I have used the same documents in the past and there was no problem, they didn't care. I explained that I have always payed on time when I take out a loan with them, they didn't care. They referred me to the NCA but failed to explain which section of the NCA I'm in contravention of or what requirement I'm not fulfilling. Their explanation on why I was declined does not make sense, it's clearly not an affordability issue. If it's a verification issue, why did they accept the same documents literally two months ago? There's no consistency with these people and they genuinely do not care about their customers or their circumstances. So have that in mind before you do any business with them.