How Can We help You, Is a lie

I Have been With FNB several years now and i have not missed a single payment or have ever been late on any payment. I have logged a ticket with them to please review my my personal loans intrest rate as its on 26% i feel i have not been helped or advised on how this Intrest rate can be adjusted or Possibly be re financed but i feel i was not hellped at all and no effort was put in to actully review my profile.