Disgusting capitec bank service

Disgusting service from capitec bank. I have an access facility. My interest rate would go up when there would be rate increases. I noticed that this month after the rate cut my interest rate did not go down. After speaking to 4 consultants I received answers such as only a select few customers have their rates go down and other answers that the rate was fixed. Why is it then that the rate would go up as there were increases? How fixed is that? Then if I chose options 3 or 4 I would be cut off immediately. This is shocking