Bad service

Currently I app**** for home-loan with FNB, i have send emails, i have called FNB to assist in terms or reducing the interest rate to date i have not received any correspondence from FNB. Today i called and spoke to Thozama, i will like FNB to listen to this call as the calls are recorded. My request was very simple can i be given the information of the consultant that is dealing with my case. She was unable to assist, I further requested to speak to the Manager and she left me hanging did not respond nor attend to my query. Her service is very poor she hanged up the call without coming back to me. Taking in to account that she did not even place me on hold or if she was placing me on hold inform me and provide me the reason for the hold after few minutes of leaving me hanging she finally hanged up. I find the service to be unacceptable and unprofessional she was supposed to be professional. Why is it so difficult for consultant from FNB to give me a call in order to explain the offer. According to my knowledge am given 5 days to consider or decline and within that time the consultant will give me a call to afford me with the opportunity to accept or declined. according to the law i have the right to request for better rate. it is not unreasonable for me to request FNB to review my offer and give me a better offer which can be 9% or 8.88% instead of 9.30% interest rate. if FNB is not considering to reduce the interest rate that should be communicated to me with reasons. I personally believe that FNB will be able to provide me with feedback, taking in account the fact that i have been their loyal client for more than 17 years. We understand that FNB is here to make money but their service should be professional to meet the standard. As a client i should be given the opportunity to be heard. I should not relay on third party information while am able to represent myself and know exactly what i want to achieve.