Lots of excuses to not give out a loan

I am a current FNB Homeloan client and wanted to access some of my capital on my current Home loan. This is for Tax purposes and capital restructuring. My credit score is great. I did the entire application and send through all the forms. A few days later I got an SMS that the loan has been rejected. Due to not enough equity in my property. The lady mentioned they will revert to me tommorow because the original person working with it is not available. SHe had no clue. I had to phone again the next day and they could not understand what was the issue. After 10 min the lady mentioned that there is capital in the property but FNB will only give 90% loan and at 90% is under the amount they are able to lend out according to policy. This did not make sense and I already have a loan. I don`t want another one I just want a re advance. How does this make any sence?<br> <br> FNB train your people please. Either to explain better or understand their own work.