Shocking Service from FNB Home Loans

This is a complaint regarding the home loans department. If you want to raise a concern it is impossible to speak to anyone at the home loans department. My husband and I have just been granted an FNB home loan. We were actually offered a better rate from Investec Bank but decided to stay with FNB because we've been with them for over 20 years and have paid off 3 previous bonds. We have been trying to negotiate the bond registration fees and no one is willing to assist. It's been said that most client get 50% discount and we were given 20%. We want to know why? We have been very good clients and feel someone should at least explain to us what their decision is based on. We have been shoved from the attorney, which we did not choose, to the bank , who does not communicate with us, to the bond originator. Who do we speak to, I feel we deserve at least that by choosing FNB again, or maybe it's time to move banks?