The runaround for a personal loan

<p>I have attempted to apply for a personal loan with FNB and found that the interest rate offered was at 28% which contradict what is said on your website (https://www.fnb.co.za/loans/personal-loan.html). It clearly states "Personalised interest rate". I logged a complaint with Premier Suite to advise of the situation but then proceeded to call since I usually wait three days to get a response. They immediately transferred me to the Personal Loans department and advised that I should ask for a Smart Spend loan since they do not specialise in loans. Wow....I pay for that response! I was told that an agent had already been assigned to my loan application called Dimakatso who was unable to assist as she was on another call. I called again later and this time spoke to Patricia. She advised that I do not qualify for a Smart Spend loan due to my earnings being above R8,000. I prompted her that the website doesnt speak about such a loan but the Premier Suite advised that I ask for one. Furthermore, I asked her would I still qualify for the benefits as per the website. She had no idea nor why I received the interest rate that I did. Then she proceeded to refer to the Helpdesk for assistance that amounted to me being transferred to the IVR. So please tell me FNB for 5 years of banking with you guys and having mutliple products with you, what am I paying for? A premier suite that doesnt help or a customer experience that doesnt warrant the amount of services that i pay every month. Now...can we get ourselves in order and provide the level of excellence that I paying for.</p>