Horrible Service at FNB

I have a Pension Back Loan with FNB since 2018. I learnt that 2 months back this loans has now been changed to a Personal Loan. I was never contacted about this, only realised when I went through my profile. When I contacted FNB about about this, a lady by the name of Charlotte informed that she has engaged their IT team for an enhancement on the App. To my surpeise, why would the enhancement only affect me not all the people with the same product type. They seem to forget that we also work for similar industries.

Your urgent assistance in this regard is highly appreciated as the interest on this product type is much higher than what I signed up for