ABSA Personal Loans

On Saturday 14/01/2023 I phoned the ABSA Personal Loan department and said I want to apply for a personal loan, but would first like to negotiate Interest Options seeing that I am client with them for over 20 years. The lady informed me that I should first accept the loan (online on my phone app) and then call back to negotiate the loan, I told her that that is not fair to the customer. She said that is the only way. So I phoned in on Monday and NO ONE is able to assist me. I spoke to my branch consultant as well and he said I should call them again seeing that the loan was already paid out. I know that ABSA records their calls, and would like for that recording to be brought up, so that I can negotiate a better interest rate option, no one can assist.