Unpleaseant Help from Nedbank

I have a home loan with Nedbank for almost 9 years now. During the course of tyhe yers the intrst rates have gone up due to reserve bank intrest rate increases. The intrest rate s went down and my bond repayment rate has also gone up twice. I called Nedbanlk to find a solutiona nd understanding why that intrset rates are goind down but my bond is goinh up. I was referefferd from one agent to another with promise to talk to a speacialist that never materialised. I went int o the barch to seek explanation and was told that the agents work from home so i cant get help i need to continue calling. I requested to see the branch manager and i still havent received any help. The best that i could be told was to write a review on this site so that i can be assisted.