High Interest Rate Offer by FNB very disappointed

Disappointed with FNB Homeloan, I app**** for a 2nd new homeloan for another property with them while I already have an existing investment property with them which also was not favorable rate but accepted their 11.46% I thought I'm new with them and my business but now 2nd homeloan approved but a rate of 12.16% for repeat business customer while I also have a transactional account with them very disappointing what happens to loyalty customers benefits. After a 3 week rate renegotiate period they only came back today with 12.01% oh no is that reduction only 0.15% drop. Couldn't they match perhaps the existing homeloan rate with them already but funny enough I got a 9.79% rate with another bank for the same investment complex. What a huge gap, is it too difficult to at least do like other banks, another bank gave prime on the dot 10.50%. I have been hearing people rating FNB as best bank but to me not seeing that is the worse high rate bank offer, I have seen twice now. Another bond with other bank gave below prime too 9.50% where do FNB get their calculations that are way out of the range as other banks offers?