Met with the 'landlord' today.

Today we went to the bank to sign some mortgage-related papers. This is just ducky, but listen to the story behind it. On January 5th I called the mortgage lady and asked her if it was possible to switch our payment plan from variable to fixed rate. She said "yes of course, since you're within your 'window of opportunity' " (it lasts only one month and comes once in two years, by the way). The fixed rate she offered us was X%. It wasn't all that marvelous, but I wasn't prepared for a fight. I said "okay, please arrange all the necessary paperwork" and forgot all about it. Yesterday she called me back, and suddenly the fixed rate we're getting was X+0.2%! At first I thought that something in the bank's computer went berserk the first time I called, but then it occurred to me, that she was doing the "Succeeds Routine" on me. I promptly looked for the number of her boss in the central branch and called her up. The boss was all apologies. She said that there was a silly mistake, and promised they're gonna change the figures back to what they were before. And that was the end of that. My question is, why do I have to go through all this mess just to get what was initially agreed upon? Why does the bank take me for an idiot? And yes, I know the answer ... because there are enough idiots who'd fall for the trick. The name of the bank is Mercantile Discount, by the way.