No customer services from FNB loan department

So I am total discussed with FNB. All our bank accounts are with FNB and now we are trying to get a loan from FNB and they this don't want to help us. It has been more then a month and we are still waiting for an answer as to what is happing. Every time we phone they have an excuse as to why it has not yet been approve of declined. They latest is that my husband credit score is to low but when we phone all the credit bureaux they gave him his score and it was above what it needs to be. So if the problem is not his credit score, what is?????? And the worse part is that other banks will give us a loan but due to all our bank accounts being with FNB, we as clients have loyalty to our bank, but it is clear when you bank with FNB you are only a number and nothing more. I will really not recommend FNB to any one. They have the worst client service ever.