Private Clients - Personal Loan

I had an offer for a personal loan on the App, as I am paying a large account fee for private clients I mailed my banker to discuss a better interest rate. No response. I followed up again, no response. The offer on the App disappeared and a lower offer with higher interest appeared. If I knew that will happen I would have taken the previous offer. I had to phone FNB since my banker never responded and speak to another private client banker, they gave me an even WORSE offer. Utterly disgusted with FNB service. When you need it most they are never there!