Does FNB value their customers?

My husband app**** for a readvance on our homeloan, he was then declined with the reason being that there is a shortage of funds. How is this possible when we are paying monthly, there has never been a default on the payments. He requested a payment over 240 months, won't the premium actually decrease with the current interest rate being what it is. He moved over from Standard bank thinking FNB is a better fit but it seems that he was more valued as a client of Standard Bank than he is with FNB.