Disappointed in the (lack) assistance - Home loans

I'm trying my hardest to give FNB the benefit of the doubt. I am a long time customer with standard bank and wanted to move my whole family and portfolio over to FNB, first i called them and was on hold for 40 mins with no answer. then i complained and they called me 3 days later- transactional accounts were open, they said they would get someone to contact me about moving my home loan- 3 days pass I call them, and they say i could do it online.

So i do the application ( note we recently left debt review) in the time we went on debt review we both got better paying jobs and started renting out our house, but wanted to finish the program, never missing a single payment) So i because we can afford to pay extra on our home loan we wanted to reduce term and hopefully interest by switching banks.

Yet, FNB did not at all look at anything besides the credit score in front of them, nothing to give the personal touch, like to even call and ask how they can assist me, just a straight decline. To me it makes no sense, i'm bringing my banking portfolio to you, a home loan that i have never skipped a payment on - asking for a loan lower than the original amount, that's 200k under market value, and they could not take the time to call to ask how we could work on (or getting around) the credit score issue. I'm strongly considering just staying with standard bank all together - trust the devil you know sort of situation. rem when humans actually interacted vs automated everything, i think businesses/ banks sometimes forget that humans are behind these applications