No assistance regarding my morgage

So I have a morgage with ABSA I called them and asked for a better rate on my morgage as it's becoming really hard especially with the repo rate going up, they said they would submit my concern to one of the seniors at the bank and try and give me a better rate and installment, before leaving work called apparently my request was denied not sure why they didn't say, I know I have a good name and credit score, SA homeloans has come in with a better offer that would help me, it's pathetic that ABSA won't assist when I have my car and morgage with them, never again I will deal with ABSA