Home Loans Not Honouring Agreement

Standard Bank Home Loans agreed telephonically, before my property was registered, to change the way my monthly repayments are made. They did ask me, however, to remind them of this arrangement once the property had been registered. I did so this morning.

Suddenly, they sent me an e-mail saying everything has been resolved but nothign has been resolved. First, they are refusing to let me contribute more than the minimum repayment despite a document I had signed. Who are they to tell me I cannot pay more each month on home loan?

Second, they did not honour their agreement to split the monthly payment into two payments each month. I expect that agreement to be honoured. Standard Bank would still be getting its money, in fact some of it ahead of schedule, so what is the problem exactly?

Furthermore, I thought I would ask my prestige banker for the first time to assist to see if matters could be expedited seeing as Home Loans, in some of my other interactions, was not always very efficient. Where is my prestige banker in all of this Why did she not sort this out correctly with Home Loans? What am I paying for if the Prestige Banker, whom I was told is a wonderful contact to help with issues, does not seem to help?