Standard Bank Home loans Pathetic Service

My Bond was moved from FNB to Standard Bank on the 31st of March. When I first called Standard Bank Home Loans I was informed of a promotion where the bank covered all the registration costs for moving my Bond. according to the agreement the initiation fee will be credited to my account on registration. On my first statement I noticed that the initiation fee was deducted from my bond account not credited and bond cancellation fee was also deducted from my account. I also informed Standard Bank that I already have insurance and will not be taking up the offered cover from the bank. I now also see that the insurance cover has been added to my account. Standard bank customer no. ***but when you call that no. they always refer you to other departments because they are unable to assist with my query. I spent an hour on the phone this morning verifying myself continuously and transferred from department to department and eventually put on hold permanently.. this is absolutely pathetic customer service. I actually have no idea how to solve this problem because the consultants themselves don know where to transfer my call.