Investec Bank is a big No-No

I bought a house and Investec Bank came out the cheapest. The bond originator told me that it is good deal. But my words, what bad service form the HQ and specifically by a person called Gracious. I so regret that I entered this relation. Seems also that I living in Mpumalanga could be serviced by someone this side but I am told to remain with Gracious at least until the house transaction is through as he is getting commission on the deal. In mean time, without using the account I now have bank costs of R1923.12 to pay in their account to be allocated to my account. What do you call such service?