How should a bank respond to an email that asks it to make a loan in an amount or the collateral is not what is normally taken. Not a complete application. The request is not typically the type of loan made by the bank.

XYZ Bank received your online request and we feel we need more information. It appears we do not make they type of loan you initially inquired about but may have other options. Please contact a lending specialist so we can ensure your needs are met.

I would only use this if it a good customer that you may want to see if other options are available. If this is a new customer then I would just use below:

XYZ does not make the type of loan you requested at this time. Please feel free to either re-submit your inquiry or speak to a lending specialist for further information regarding the loans we currently offer.

Just don't make it sound like you are discouraging them from re-applying that is where you may get in trouble.

asks it to make a loan in an amount or the collateral is not what is normally taken

XYZ does not make the type of loan you requested

The post implies they won't make the loan on the terms requested, not the type of loan. In other word for a lower loan amount or different collateral they would make the loan.