Disappointed and Frustrated by Interaction with FNB

Yesterday I app**** for a PRE-APPROVED loan through FNB Online Banking...as in I clicked on "You have been pre-approved for a loan" on my online banking profile and completed the application from there. I received an sms saying that that "Your FNB Personal Loan has been approved" NOT "in principle" just "approved". Later that evening I receive an sms saying that my "loan application was unsuccessful".

This morning I called FNB on the number provided to try and ascertain why. I got passed from rude person to rude person until eventually reaching a consultant who told me that my application was rejected because I have no ITC credit profile, despite having a car I am paying off through finance, an online credit account, a credit account with Teljoy and a credit card and overdraft with FNB. I find this hard to believe. I ask the consultant what I can do to rectify this, she (of course) doesn't know and puts me through to yet another person, who tells me that I have to speak to the credit department and gives me another number to call, a number that takes me through to the exact same options I had previously and when I press 0 for an operator, I get through to the most rude, sullen consultant I have ever spoken to, who when I explain the situation, simply tells me he can't transfer me to the credit department. I hung up the phone because at this point, I have been on the phone being passed around for over 40 minutes with no resolution.

FNB, I have been a loyal customer for years and always an ardent supporter but lately your customer service and the ability of your consultants to actually assist or provide a solution has been disappointing and aggravating. Also, do not offer customers pre-approved credit and loan options if they are not, in fact, pre-approved.