Poor service/customer treatment Absa Clearwater

I have a personal/student loan with Absa, i went in last month for a top up on the account as we received the bill of cost from the university, i arrived at clearwater on the 1st day and was turned back due to the loan not appearing on my name, 2nd visit to the clearwater branch a ticket was logged with the it guys which took a week, no response. On the 16th of Jan the matter was escalated to Lindiwe Mhlongo who is the manager at the clearwater branch to date she has done nothing about my escalation. I was then instructed to call the loans department and a lady by the name of Mpho advised me that i needed to wait till the 25th of Jan as my loan would be a year and then only can we do a top up, Emailed the consultant and manager for an update on Monday and rather my calls are ignored as well as my emails. I called the same customer care number and i am told that i need to take out a new student loan and the previous one is not appearing on my profile. I have never been so frustrated as i only have till Friday to sort out this payment and all i have been doing is driving up and down,calling and no one is able to explain why the previous loan is not appearing and why i need to take out a new student loan as the other one seems to be floating in the air and i simply cant do a top up, i dont know if this is how Absa **** client but if that's the case the we will have problems. Very frustrating