Pathetic service and bank. Stay clear

A year ago we renovated our house. We had to take out a second mortgage (our home loan is through abother Bank) but, as things go in the end we still had a shortfall of about R130000. I approached FNB (my bank) for the total outstanding amount. The rate agreed upon was 24% I sounded very high, but somewhat lazily I thought my own bank would probably offer me the best rate or close to. Year on I learnt that a friend was offered a loan at 16%. I knew her salary was roughly the same. Also, I had recently had a promotion and my salary was raised quite a bit. I phoned FNB and asked that they review my lending rate. Two days later I phoned them back and she told me that FNB would not change it and that I could only have the rate review within the first week of accepting the quote. I then decided to visit the nearest branch and speak to an actual face. At the branch the manager told me there was nothing they could do and that I must speak to the loans department. She ushered me to a wall mounted telephone where she punched in a number. I said to her that I already had spoken to the loans department and that I came into the branch to speak to them directly, but she simply left me there with the phone in my hand. I explained everything again to the voice who answered who promptly told me that he would see what he can do and phone me back on my mobile, which he never did. Bottom line, be very careful of FNB, there promises that you later review your lending rates are utter lies. They make it very difficult for you to effect any change on your personalized rates and basically no one "has the authority". Not something you would expect of a bank of all things. On a side note. If you finance your vehicle through FNB Webank and you have a "res" settlement amount after your last premium, you cannot remortgage like at any other bank. Nope, you have to take out a personal loan at exorbitant rate to cover the rest. Laughable. Naturally I asked for a settlement amount on my personal loan today, so I can close all my accounts with them and even then they referred it to no one and nobody even contacted me to find out why I was aggrieved. Utterly pathetic bank and service.