Poor service from FNB Personal Loans Dept.

I called FNB personal loans department on 15 August regarding my personal loan interest rate requesting for it to be reviewed and lowered. I was told that I would receive feedback in 7 days. No feedback was given. I tried to call again but the call kept on cutting me off while I waited in a que to speak to an agent. I then sent an email on 25 August to the personal loans department requesting feedback on my call and got a reply that feedback will be given in 3 business days. No feedback was given. As old customer of FNB and having a Premier Cheque account AND always paying my dues on time, I would have expected better service. My interest rate on a loan of R120 000 is an excruciating 25.75%. I would have liked to belive that FNB would at least give some sort of relief on this high interest rate seeing as how Nedbank has offered me an interest rate of 20%. Bare in mind, I have never set foot inside a Nedbank branch, yet they offered me a better interest rate on my car when I bought a car 1 year ago and now a better interest rate on my Personal Loan.