Am I dealing with FNB or **** Bank?

Requested a rate review on my bond. Application submitted and within minutes I received a response informing me that there were insufficient grounds to review my rate.<br> I responded to the agent immediately, reminded him that my rate had been adjusted in 2013 and that I wanted him to explain why it had been reviewed and reduced at that time but not this time around. The agent responded with a generic response with no regard for my specific question. I asked the agent to call me. No response. I then called the Home Loan dept and requested that a manager or supervisor call me back as it was clear that the agent wasn't interested in chatting to me. I was assured a call back before the end of business today the 4th of March. No call back was made to me. I'm disappointed for three reasons. Firstly-<br> I switched to FNB a few years ago because they proved to me that they are a bank who values their customers. Secondly, the agent who handled my rate request displayed no interest in wanting to chat to me and thirdly, when I called in to request a call back from a more senior person, that request has not been honoured. I'm not impressed and it feels like I'm dealing with **** Bank instead of FNB