Home loan transaction confirmation feedback lacking

It seems that my relationship with Standard Bank demands a shorter rather than longer lifespan. In Jan '18 I call the call centre to enquire about interest amount charged and what the current interest rate I'm being charged at is, but the consultant put me on hold for more than 10mins (while on a cell phone) and tells me that the one person who can help has left for the day and that he'll call back the next day with feedback. Nothing.

On 5 Feb, I e-mail the customer contact centre with my enquiry, and get a response 10 days (7 business days) later, while the mail indicated 3-5 business days. All I'm told is that the rate loaded is correct according to them, which is rather useless as none of my questions were answered at all! I respond with frustration and receive an apologetic reply indicating I'd get a call 2 days later to better assist. Surprise! No call!

Either there is a lack of competent staff working at SB, or customer support staff is just not knowledgeable enough on the relevant subject matter. This is a really BAD customer experience!!!

I can't wait to finish up my business with SB so I can completely disconnect from them.