What a FAIL

OK so i call up STB homeloans to make sure they get there monthly installment. After calling 3 times each time I start speaking to someone the line drops. I eventually get through and speak to someone. The service was so poor and the consultant whom i dealt with seemed un interested in so many ways. And then it happens again the call drops. I wait for about 5 minutes hoping the consultant calls me back however nothing. The lack of interest is such a weak show of business ethics. Here im trying to correct my HL and STB just cannot be bothered. What scares me though is that for a corperate like this i would have expected more. I have anked with STB for 10 years and changed as there was ***** on my account. NOW FOR THE ******** Why has my interest rate on my HL not been increased- The consultant says dont worry you will receive an amount where you will have to pay all the interest and lawyers fees ***. Im desperately looking to remove my HL from STB and get billed through another bank. It has been the most horrible experience as i get no correspondence, no calls, not even a call if i missed a payment. I need to know what I will be billed monthly and no one at STB can tell me FAIL