Absa Student loan

I app**** for a Absa student loan for my son at Absa,I have been contacted twice and received sms’s that someone is going to call me to finalize the application however nobody never calls. I called the contact center about 10 times to ask for feedback then they say they have escalated and that the person dealing with it will call me,but then nobody ever callls,I also sent an email to the person that is dealing with the application and no reply on email also,it’s almost t been two weeks now.