Absolutely shocking service And no feedback

I helped a family member as a sponsor when she app**** for a study loan with ABSA in January 2015. the application was lodged at ABSA Study Loan branch in Hatfield Pretoria. They advised the approval would take a few days, well by 10 Feb there had still been no call or email. We contacted them telephonically and queried the results. 10 min after the call to them I received a call back to say it has been approved and when can I come to sign the contract. So if we had not queried we would've had no feedback? I went to sign the documents (some of the docs we had submitted had gone missing....and needed to be resubmitted!!), I was then advised that the transfer of the funds for the books would take 2-3 working days. Well, surprise surprise..... This did not happen!! I asked my family member to query the payment. She was spoken to in such a rude manner and told that I needed to phone. Seriously? They give you no feedback and when you phone they do not want to help? (They can see on the system that I am the sponsor for her!! Yet they are rude to their customers). Needless to say I phoned and am still waiting for someone to phone me back!!! CAN YOU PLEASE DO SOMETHING ABOUT YOUR SERVICE!!