Poor customer service

I am a Standard bank client since my varsity days, that is more than 30 years. In 2019 I bought a Renault clio for my son who started with his practical this year. When I bought the car it was put on a fixed rate of 11%. Nobody explained to me that that rate was for the full duration of the contract. I took it for granted that as a client I could change to a variable rate after a year. I logged a request to have it change to a variable rate and did not receive any reply although I received a ref number and communication from Std Bank that I will get a response from them and that all this will be on the banks system.

Phoning is a hopeless case and going to the bank even more frustrating with the long queues exposing yourself to COVID. I was then able to get hold of my personal banker and she was tasked to look into this matter and the response is simply that the rate will stay at 11%. This is clear that the bank is not there to listen or to accommodate their clients while on the other hand they are willing to change their own regulations and afford other clients payment holidays.

I also requested for consolidation of accounts, wanted to benefit from the low interest rate. The bank came up with a 150k advance on our house with a intrest rate of nearly 14%. This is ******* and ********. I am with the bank for more than 30 years , have never been in arrears or found guilty of late payments of any accounts that I have with the Bank.