Poor Response - Home Loan query

I have a home loan with Nedbank for approximately 18-20 years and queried the rates on my home loan. We contacted a relationships banker ( Rolen Reddy), who advised that the rates will not change should we remain within the initial loan amount. Unfortunately, as he was leaving the bank, he had not responded to emails and queries. the person that took over, kept on promising to get back to us and hence the process took almost three weeks to get answers. Only to be told that policies have changed. DOES THE BANK ESPECIALLY YOUR HOME LOAN DEPT HAVE ANY IDEA ON HOW TO DEAL WITH QUERIES????

Its frustrating that we had the run around with a query that could have been more efficiently dealt with!

Pathetic that nedbank treats long standing customers in this manner, especially since we have a home loan, personal accounts and a business account with Nedbank. I guess its time to switch banks.