Poor Service and No Feedback on Home Loan interest Rate and term Review Request

I am extremely frustrated with the lack of service and communication from Standard Bank regarding my home loan interest rate and term review request. I initially submitted a request for a rate review on the 27th March 2026, and upon following up on 30 March 2026, I was informed that my email had been sent to the incorrect department. I find it unacceptable that this was not redirected internally, as this caused unnecessary delays. During that call, the consultant advised that the matter would be escalated and provided me with a reference number. I was assured that I would receive feedback. However, since that date, I have received absolutely no communication. Today, upon following up again, I was told that they are unable to get hold of the person handling my case and that the matter would be escalated yet again for a callback. This is highly disappointing, as I have already been waiting for feedback with no progress. This level of service is unacceptable, especially for a matter as important as a home loan.