UTTERLY USELESS COMPLAIN SERVICE

I have been with FNB for a long time but somehow I have a bad Credit profile with them. I have never had a problem at any other bank before and FNB is to challenged to tell me why. I have launched a complaint about this and the best they can do is to tell me to go onto the app, explaining the process to apply for a loan and I will have a result. FNB staff is to challenged to understand that I keep on getting declined and I WANT TO KNOW WHY!!!!! I can get facilities at any other bank with no effort but not with FNB where I have been banking 15 years and never had a problem on my account!