Shocking and utter non existent service from Std Bank H/L

I app**** for a further loan on my Home Loan on 3 Sept 2020. Dealt with a very uninterested person by the name of Thamsanqa Menqe. He told me the SLA is 3 to 5 working days. On 11 Sept 2020, sent him an email to follow up, he didn't bother to respond. I then called their Call Center, spoke to "Nadine", she assured me that she has sent an email to the person dealing with my application and "the lady will get back to me". Todate, 16 Sept 2020, no one from Std bank has bothered to give me feedback. So, when I realized that I am dealing with people who don't care at Std bank, I went to Absa to apply for the loan. Absa approved me accordingly. I am now in the process of moving my bond from Std Bank to Absa. Std bank has the audacity to charge me penalties/notice interest” of R13,111.87. How is this fair because Std bank has just decided to ignore me. Atleast if you had come back to me with some form of feedback, I will understand. I have been a Std bank client for more than 20 years. You have now lost me as a client. You are now going to loose more than R1.5 Million in interest that I would have paid on this bond as I am now moving to another bank. Even though my 1 cheque acc and Credit card are a drop in the ocean for you, but you are going to loose all those accounts too. Mind you, I am a Private Banking client at Absa!!!! You have treated me like a irritation and a worthless client so I am happy to take all my accounts away to another bank. If Std bank had any integrity at all, you will actually not be penalizing me for moving my account but realise that I was pushed to move my H/L. A few months ago, someone from the Credit Card division also called me offering to upgrade my Credit card. She said my new card will be delivered to me, a few months later, I am still waiting! So clearly Std Bank is very consistent when it comes to poor customer service. I hope Mr Sim Tshabalala will be very proud when he gets a copy of this "service report"!