FNB customer complaint

My wife & I were proactive in Feb this year to try consolidate all our short term debts into our bond which has been paid every month without fail. FNB instead through FNB app were throwing offers totalling R300 000 to my wife for new debt which she was not interested in as we just wanted to consolidate existing debt without taking additional loans. We are 5 months down the line & FNB has not finalized our matter. Complaining to CEO's office on more than 5 occasions has been a futile exercise as that has not assisted to conclusion to this matter. Banks encourage customers to approach them before their finances go in tutters yet in FNB's case they have not been helpful at all but instead were happy to advance new loans & consolidate existing debts. My wife & I are FNB bank for over 15 years & have a joint Bond. Bitterly disappointed with FNB