HOW CAN WE NOT HELP YOU

I have been with FNB for a number of years. They're always bragging on how can we help you! Now that I need their help they refuse. Applying for a consolidation loan with them but they keep on declining. My personal loan with them is almost paid up and are not in arrears. Why can't they assist me in settling my other debt and only having one smaller installment? All these years banking with them but NO help when we need it