FNB - No Loyalty to customers

Ive been a loyal customer of FNB for well over 15 years, took multiple cars loans, never defaulted on my home loan or any other loans. I even got my business account with FNB, I was shocked by the rate I recently was offered when I decided to refinance my home. I received a rate more than 1% over what I am currently on - is this how you treat loyal customers FNB?

Now I’m forced to go shop around for a better rate with other banks when my resident bank should be improving my rate over time.