Target driven staff will only assist if new sale

When we app**** for a bond the private bank persuaded my husband to bring his account over to Standard Bank in order to get a better bond rate. We were suppose to apply after six months of him having an account with Standard Bank. We did so and were told that you cannot negotiate your rate after it has been approved. We were then told that he should stay with Standard Bank because I can have my accounts upgraded to prestige because he has a prestige account. I would then get better service. I completed the forms a month ago, followed up with Shahida since then. She does not respond to emails, nor does she return phone calls. When I phoned the call center today, nothing had been done by her. <br> So the staff are lying to achieve their targets and they will not provide service on anything that does not involve a new sale. Sadly is it clear that this is how senior management sees it because you cannot speak to any manager or get their details.