Poor Service and No Action on Bond Interest Rate Review

I am extremely disappointed with the level of service I have received regarding my home loan account.

I previously contacted my banker and formally requested a review and renegotiation of my bond interest rate, as I was not satisfied with the current rate app**** to my account. Despite multiple follow-ups, no action has been taken. My bond instalment remains unchanged, and there has been no evidence that the requested review was ever processed.

I have had to repeatedly follow up and request updates, which should not be necessary for a matter that falls within the banker’s responsibilities. To date, I have received no clear feedback, no resolution timeline, and no supporting documentation confirming any progress.

As a customer, I expect proactive service, transparent communication, and timely handling of requests — none of which have been demonstrated in this case.

Resolution requested: - Immediate review and renegotiation of my bond interest rate - Confirmation of the revised instalment amount (if applicable) - Written proof/documentation reflecting the outcome of the review - Clear communication and accountability going forward

I hope this complaint results in prompt intervention and resolution, as I would prefer not to escalate the matter further.