FNB Home Loans doesn't know what client service is!

Preshalin (The manager at Pricing) It is very disappointing. I don't know what to say about the service I have received at FNB and feel very discouraged to remain with FNB. I feel saddened by the fact that I could not reach Merishka Davids for two days, and neither Preshalin's ***, *** numbers work. I left numerous messages. I have as a client followed the correct routes by applying online and not through a Bond Originator as instructed by Merishka. That has not helped at all and the workflow lets me to believe that FNB is not the best. I have advocated that FNB is the bank to be at and they are the best, but I beg to differ now. Preshalin's LinkedIn profile is sending wrong messages to the world. His claim is "We are responsible for all the interest rate deliveries for the business, to ensure our Clients take up the desired Mortgage Bond with the leading property bank- FNB. The role includes dedicated focus in subjectively pricing deals that have been Rejected/declined by our current credit/scoring policy – “Niche Market Pricing”. Using all our experience and infrastructure at hand we try to better the rate of other Mortgage lenders in order to gain the biggest portion in the property market share in South Africa. My offer has now lapsed and I don't know what to do. Standard Bank gave me rate of 5.655% if i move to them and FNB gave me a rate of 7% as a stating rate, even though i have been banking with them for years. How is that? How can the bank that supposedly knows you best, not try to keep you with competitive rate from the start?