Not impressed!!

After going into the bank twice in 3 months to query regarding my interest rate , I have received no feedback from the relevant department. The consultant at the branch assisted me very efficiently, but after contacting the Home Loans department today, I was told that they never received my request from the branch, yet this was all sent through in my presence. On top of that I have received an sms from Absa today (22/12/15) that prime rate has increased and that this is effective for my next debit order(28/12/15). Are they not professional enough to send these notifications well in advance. This is very unprofessional coming from them. I am considering moving all my accounts to another institution