FNB not a bank for the people

I have two personal loans with FNB whic i am trying to consolidate and reduce the monthly repayment. Finding an actual person to talk to is extremely challenging and when you do get through to a person they refer you to the online process. Apllying online you are told you dont qualify for the loans you already have!!! This makes no sense at all! Surely there is a department or person somewhere who can actually think for themselves???