Take care off yoy existing clients

I am currently a private wealth client . I have app**** for a personal loan online and I was approved at an interest rate of 34% . I did not take the offer but rather sent and email to my supposed private banker for which I am paying a fee of 400 a month. I am still waiting for his response . In the mean time I received a call from fnb loans offering me the loan at interest rate of 34% when I queried this with the consultant he put me through another department who told me that my interest rate is linked to my credit profile. / credit bureau. When I asked to talk to some one to explain to me how the score / rate was made I was told we get a lot of people like you everyday we cannot assist you .I am confused because my score from Experian is 669 and XDS is 807 . I have recently purchased a mv via another bank and got a rate of 10.5% , my interest on another CC is 12% so how is FNB giving me a rate of 34% when I have been a customer of there's for almost 10 years.I required the loan to consolidate my accounts including my FNB revolving credit as the interest rate here is high. FNB claims that they are first for there clients , how come I am not able to speak to some who could answe