FNB homeloan poor service

I am appalled by the service offered to me by FNB home loans.

I was applying for a 2nd homeloan at FNB, I received a rate of prime plus 0.5%. I am surprised by this since I got my first bond in less than 12 months back at a rate of prime plus 0.45%. I have since then improved my business with FNB by being the best client and increasing products and even paying ahead on my accounts.

All I am requesting was a rationale on why I'm getting the rates offered to me. My current credit scoring is 625/720. I am clearly not a risk and since I am an civil engineer by proffesion and a loyal customer to FNB. I feel as if FNB does not want to offer reasonable and market related rates based on facts and my financial standing, instead I was told by the branch manager that I must go get offers from other banks so that they can match their rates so clearly this was never about my affordability but a mission for FNB to exploit me as a customer.

To prove my point I received an offer from another bank at prime plus 0.25% while my own bank(FNB) couldn't even match it from their initial offers even after I pleaded my case with them. I fail to understand the rationale on how FNB offers their customers best service.