Poor service

I made a request from Standard Bank Home Loans to be considered for a fixed rate in my mortgage account 2 weeks ago and was promised to be called back with the feedback. To date, no feedback was provided despite having made several follow-ups telephonically. The only explanation I was given is that they tried to call me and my mobile phone was on voicemail which is not true because I did not receive a notification of someone trying to get hold of me. The excuse that is always given is back office has a backlog and yet the request was made almost 2 weeks ago. Due to bad service, I am considering moving all my accounts to another bank and they can only keep their mortgage account.

They have a very bad service.