Prestige Banking...Not so Prestigious

Good day, I have 2 bonds with STD Bank, the interest rate on the 1 is at prime, the other is at 10.97.I went to STD Bank Hyde park on 30-10-2015 to find there was something that they could do to review the rate. A gentleman by the name of Thabang Wilson told me that I need to send a fax to the Homeloan division and ask them to reduce the rate. I did that on 09-11-2015. I called homeloans on 13-11-2015 for feedback and I spoke to a lady who told me that rates are not reviewed after they have been granted. I wrote an email to my Prestige Banker Thabang on 16-11-2015 to let him know how things panned and to find out what my options are. He acknowledged my email and said that he is looking into it. I then sent him another email on 19-11-2015 asking for feedback and i did not get a response. Later on the same day I cc'd the Branch Manager Siphokazi Mabuya and asked her for feedback and got no response. On the 20-11-2015 I get an email from Thabang saying exactly what the lady from homeloans told me. That the rate cannot be changed. My pain is that my Prestige Banker should have known that and it did not have to take weeks to get to this simple answer. Prestige banking does not exist.