Private banking

I am a Standard Bank customer since I can remember (my parents opened a children's saving account in my name way back when Volkskas closed down) and I've been with them since. When I started working they offered me private banking - great!! When I considered leaving because my husband and I wanted to be with the same bank, they phoned me and said they will give my husband the exact same account type, I must please not leave Standard Bank - great!! Since, my husband and I (excluding our standard current accounts) got a huge credit card facility with Standard Bank to finance our work travels, we each have a revolving credit account and our home loan is with them as well. I know I am not a billionaire but for my age, job, etc. I felt that I am a good customer for Standard Bank... At the end of last year, my husband and I emigrated. I increased my revolving credit loan to assist with the moving costs. The banker came to my work place for me to sign the amendment to my loan. I immediately picked up that the interest rate was not the (previously agreed prime -0.25%). The banker immediately phoned to find out why and it was explained that the conditions changed and because this is now basically a "new facility" I will be getting it at prime. I had no problem with that and signed the document (with a handwritten amendment to the interest rate) at prime.

A lot happened...we moved, settled in, etc...the first time I checked up on my Standard Bank profile on 16 April, I saw that my interest rate on this loan is now a whopping 20.5%. Since then I've been trying to find out why...following up with bi-weekly emails. Two weeks ago I received feedback that the loan is now seen as "high risk" and therefor my interest rate is that high.

Again my banker said they've submitted a request to amend it as I signed the documents for interest set at prime and that they will have feedback within 3 working days.

Now...still nothing!! I would just like to get a clear answer...I am in South Africa next week and if this is the kind of service I need to deal with (extra difficult from 11 000km away), I will rather refinance all my facilities with another bank at better interest rates.