Home Loan interest rate NOT what was signed for

We signed our bond documents for 10.20%, with the clause that if I open a cheque account, we will get an additional 0.25% off our home loan rate, which should bring my home loan rate to 9.95%. However, this is not the case. I have raised this with Home Loans but have had no response and my 1st debit order is due to run tonight. Not only is the premium an issue but all the extra interest that you have charged me since the inception of the home loan. I am very disappointed with Absa; it has not been the best of experiences switching to Absa and this is really a very bitter pill to swallow that my interest rate is higher than it should be. I need this rectified asap. The low rate was the reason for moving to Absa in the first place!