bad customer retention policy

I tried doing enquiries at the pinelands branch wrt negotiating my interest rate on my bond, I was referred to the consultant whom I never got to see they have 2 consultants and I sat for 30 minutes without anyone even approaching me to ask what I need.. I then tried the red phone to speak with home loans dept who were hopeless.. eventually I left with no joy at all! I need absa homeloans to renegotiate my interest rate, I could definately get a better rate elsewhere, which is ridiculous as I've been a loyal customer of absa for many years, why should I go elsewhere.. at the end of the day a decrease in my current rate is more important than loyalty! This would mean moving all mine as well as my family members accounts! I now am seriously considering doing this.