********** charges and *********** consultants

I have tried to connect with the web chat. The consultant on the other side kept on asking me the same questions and then pulled attitude. This is a person that doesn't even know what interest rates is. I am shocked on what service I have received from Nedbank and will be moving my business. My question was also why is my interest charged higher from last month as the repo rate was cut. So it should have lowered or stayed the same. This consultant didn't even know what repo rate was.