First National Bank has no compassion

I have been a loyal customer with FNB for over 2 decades now, maybe even longer. My husband, children and most of my family are with FNB. I have been trying to apply for certain services and have been refused and i also needed to have a reprieve from paying a loan as this month coming i will just not be able to afford it. I pay all my accounts on time but have run into a snag and asked for help. FNb refused and stated that only if I got into really bad debt will they help me. My name has been clear and they want you to go onto credit bureax before they will think of helping you. I am thinking of changing banks and getting my whole family to do the same, FNb not very sympathetic at all to a persons bad patch, but do not hesitate to charge the exorbitant bank charges that they do.