Worst client retention strategy I've every heard! FNB

I've bank with FNB for over 10 years with a personal and business account and they can't match the homeloan offers received from banks that I've never dealt with.....makes absolute no sense. I called FNB to tell their retentions department and was told I can't call them.......I must cancel my accounts and then someone will call me......excellent strategy to keep customers!