The one I hate is the 'you are already a customer, we aren't going to offer you a better rate because you are probably too lazy to move."  RBC offers an extra .1% discount to new business over renewing or current customers.  I think that sucks and I got ready to leave until they gave it to me.  Although to be fair the bank manager was training someone and they screwed up.  Normally they will let you leave rather than give you the better rate because they know you will lose out on the total cost of moving the mortgage.  They also back load some fees that only occur if you try to move the mortgage.  This allows them to retain you because the cost of moving is again higher than the benefit of moving.