Disappointed in Nedbank, which was my bank of choice previously

I am very disappointed in Nedbank, as a long standing client I have app**** for a personal loan and the interest rate is shockingly large (as if it's a loan shark) - the excuse - it's based on my credit score (which is excellent by the way according to ITC) The consultant simply said sorry we don't review it. is this how you reward/retain clients.