Poor Customer Service from Home Loans Department

I received an email prompting me to get a quote for fixing my home loan interest rate. I requested a call back (due to high call volumes) and did not get one.

I then decided, a week or two later, to call again and hold. I was put through to a consultant who confirmed that my account qualifies. She gave me the reference number and told me I would be given the quote in a few days. That did not happen (even with 2 bonds helds by Standard Bank)

Then funny thing is I received an email telling me I now qualify for Private Banking... bla bla bla. No thank you - if it was possible I would downgrade because the question " How Can We Help You" just seems to be a marketing gimmick rather than a genuine offer to help.