Feedback and responses in terms of loan agreement

We were going to apply for a personal loan from Capitec bank on approach to the fnb for a bank statement the consultant advised that we could get a loan from Fnb because my husband bank with them and could get cheaper payback plan and that my husband didn't need to bring through any documentation.so he went ahead and signed the loan agreement, and hour later he had to go back to the back to give a latest payslip which they held in question for one day for us to keep calling them until the next day. This is the forth day and they now requesting a IRP5 form which i don't see why they are asking for and when we calling the call center they are been rude and not assisting us.They are giving us the run around we could of got the loan from Capitec but been loyal to Fnb we went ahead with this. the loan department are of no help and when call the call center they seem to have a lay back life and cant assist a client in need and give the correct information. i don't understand for such a big bank that you give people such a run around for a personal loan which showed approved on your systems for almost a week.Could some one more responsible assist us and give us some feedback.