FNB: Overrated and unreliable

Poor or little feedback: App**** for a personal loan to assist my son, who's car had been written off due to a lady skipping a stop sign while texting on a cellphone and "T" boned the vehicle as he was attempting to enter my property. When I enquired as to why the interest rate was 21% yet on the FNB online banking app it clearly stated "12,75% personal rate pre-approved" , I was told that is the best rate, that they were looking after my interests in terms of the Credit Act. I have my house bond, vehicle finance, cheque account, savings and credit card account with FNB! I sent an e-mail requesting a review of the interest rate as per notification on my banking app - the rest is history as I have still not received feedback except that they are looking into it. They are guilty of false & misleading advertising, indicating interest rates, amounts pre-approved for personal loans (R300 000), overdraft facilities (R 35 400), revolving credit (R106 000) and much more. They stated it's because of my credit rating during a telephonic conversation, so I asked, what is wrong with my credit rating, both my home bond and vehicle finance are R25 000,00 in advance, never been in arrears. Why even use the motto "how can we help you?" Or "thank you for trusting us to help you!"