Poor service

I am so disappointed with standard bank. I called them 3 weeks ago requesting that my bond term on home loan be reduced as I am paying extra. They promised that my query will be resolved in 5 days. Call again to follow up and the consultant said she will check and call me back. Still have not received that call back. I called again and was told same story, still waiting for call. I really don't understand what is difficult in addressing my request. I have been a loyal client for many years, I am really disappointed.