Home Loans division - shockingly poor service

Shocking service from STD Band Home Loan division. My current bond is with STD Bank, and have been wanting to discuss increasing this to allow for renovations but I cannot get someone to call me back. Getting through is a mission, and the lines are so bad you cannot hear half of the conversation. The gent I have been dealing with WILL NOT CALL ME despite my asking him via mail to call me several times to discuss, and ensure I have complete understanding of the contract. Furthermore, there are no home loan consultants available instore - I was willing to drive as far as I needed to - but the branches numbers dont even go through so you cannot get hold of them to see if there is a home loan consultant available. I have never experienced such issues with STD Bank, but an now going to consult with other banks and move my bond.