National Bank Fixed Mortgage Consumer Reviews

I used National Bank as my mortgage provider and regret this very much. I had multiple issues with my contract throughout my time with them. This includes issues with tax payments (they collected way more than they needed to), issues with communication (so difficult to find answers), initial signing (the broker I dealt with did not give me nearly enough info and this cost me about $9k in fees later).
I signed for a 5-year mortgage with a co-signer in place. Two years in, I reached out to a new broker and she helped me do something called an "Add Remove" (if it wasn't for her this rating would be 1 star). She helped me change my co-signer to my mother and things were finally starting to go smoothly.
During this pandemic, we decided to downsize, sell our home in Gatineau and get a small Condo in Ottawa. When speaking to my new broker, she explained to me that in order to be approved for this mortgage, we need to sell the home and decrease our liability. We were able to get conditional approval based on the sale of our current home. We did this and started our new mortgage (which was lower since we were downsizing).
Here is where things get bad... Once we completed the papers for the sale and met with the lawyer, I was informed that National bank was charging me $9,000 CAD for breaking my mortgage contract. How is this possible when I refinanced my mortgage with them?? Well... when I asked them this question, their initial response was that our refinancing was at a lower cost than our initial mortgage. You would think they would make an exception for something like this seeing as we are continued customers...
I reached out to several managers about this issue in hopes of even just reducing the costs. All of them gave me false promises of looking into things for me and then ghosting me. Yes, no call, no follow-up.. nothing.
Here is the worst thing that happened in the end... Not only did I not get any response from managers about my issue, but one of the reps that had contacted me to pick up a cheque (money they owed me for tax calculations they messed up). This guy has the audacity to text me and ask me on a date.. I was extremely offended and so was my boyfriend. I expected more from their company in every way and am still waiting for someone to reach out to me.