Weird Shipping Issue

Had a customer apparently try to check out. I have two shipping options, flat and by weight.

He said: "it won't save the billing/account information or proceed to the next stage for checkout. I get two shipping options after clicking update but there's not choice to choose one. I tried multiple browsers"

I said: "you don't get to pick which one until checkout. It should say step 1 of 3 in checkout"

He said: "Next just took me back to the form screen saying it needed to be approved."

I've not come across anything saying "needs to be approved". I can't replicate the problem. I don't see that he is set up as a new customer.

I had him use alternate method to pay, but would prefer them use credit card through the site. Anyone seen this before or have any idea? Thanks

I'm iusing Westminster New, not sure if it has to do with the template. product he was trying to buy: http://cosmos-industrial.com/index.php?main_page=product_info&cPath=3&products_id=3

Maybe this is a create account issue, he also tells me:
"tried multiple times to create. Different browsers. Just put me back to fill out name/address again. "

Thanks in advance if anyone knows what might be going on!