bond account that needs review

I registered a bond with standard bank, and my understanding at the time of doing so, was that after a year I can go bank to the bank to request a review on my interest rate which 11.29% currently, I did so. I went to the Rand burg branch on the 07/12/2015, and was assisted by Tiisetso, who is in the home loans depth, I must say the gentleman's service was good and he did not ******* any of my request or plea. He logged a call with H/O on this matter, 3 days later I had to call standard bank H/O as no one bothered to do so, and only to find out that it was declined, the consultant who assisted me explained to me that the only way that this could be solved is for to apply for more money or get a quote from another bank that shows that they are offering me a better rate (I must mention that prior to that I mentioned to her that absa and Sa home loans are prepared to offer me prime), what offends me about this is the fact that Standard bank is more than prepared to loose my account as they are not prepared to look at this request, I also feel bad that for some reasons I have to get a quote that proves that someone is prepared to offer me something better than Standard bank, pls help.