BSP Lae branch a letdown

I AM a long-time client of the then PNGBC in the 1980s before it became known as BSP.
In my more than 30 years of dealing with the bank, I have never experienced any problem until recently.
I am unhappy with the lack of professional approach and advice by staff members attending to queries.
I took a loan and after repaying half of it, I approached the bank for additional loan if possible.
I was told to submit the necessary documents which I did and was advised to check the next day.
It took the bank three days to process and when I called the bank, I was told I have to wait for another two months due to outstanding interest.
Two months later, I enquired and was told that my application had been approved.
I was told to sign the contract and was told to check my account in the afternoon.
I did but there was nothing.
The next day, I contacted the bank and was advised that the area manager Momase region had rejected my loan application.
I cannot believe what I heard.
From what I know, all new loan applications are approved by the branch and posted the same day while those asking for additional loan are referred to Port Moresby for approval provided the previous loan is reduced to half of the amount or less.
I met the criteria as I have already paid off about 80% of my loan.
What I want to know is this – did Port Moresby approve my application only for it to be rejected by the Lae branch area manager?

BSP customer
Lae