Disappointing & utterly Disgusting service

I went to the branch in promenade to apply for a personal loan. I was offered a huge amount but only settled for a lessor one. Installment & all information was given to me. I have been banking with fnb since 2011 and even use the app . After being given a quotation document which stipulates all the information of installment , total amount payed back. the consultant said I should get a sms within 4hours as the application has been sent to joburg. the 4 hours passed I called the loans department and they said my application is in progress. today when I called they told me oh my application has been declined because my credit score is low. I only have 1 account which I would've liked to settle . But according to them I don't qualify. No communicating at all from the time I was in the branch. How do a bank that client has been with them for 11 years be declined for a loan but they offer it to you. I seriously have lost all faith in my bank. Think I should just change banks , cause their loyal clients they don't even give the best service......