HDFC Bank — loan rejection

I received a call from hdfc bank delhi marketing team, saying i have a top up eligibility for having paid existing loan for 14 months. As i moved out of india in the last 7 months, mentioned the same. They said still loan could be provided as nri category and took the documents required. Later, i was informed as my permanent address is hyderbad, loan need to be logged in hyderabad branch. Again i had to submit all the required documentation. Except my property documents, they have asked for all the documents and i provided the same. After all this process for more than 2 weeks, i was informed that loan process got rejected and reason is i do not have an nri account. If this is only reason, why so much of documentation is asked for. This is just playing with the customers emotions that too with no valid reason.