Poor service from Standard Bank Homeloans division

I have a home loan with Standard Bank sand I’ve been receiving the worst service ever, I have been calling them for two months now trying to get them to fix my interest rate, they just log a call and no one calls me back, my interest rate have increased three times. Fix this, or am honestly going to move home loan, vehicle and everything I have from your bank. Can the consultant just do the job they are hired to do