Student loan topup impossible with ABSA, run away!

I have had a student loan with absa for a while now. recently I needed to topup this for the next stage of studies I wanted to do. Thank you to ABSA for putting me 9 months behind schedule due to their poor service.

I wanted to TOPUP my current loan, which is not supposed to be rocket science but apparently is. 1st they lost my documents and said I could forward this to them when I got home. Then I sent the documents to them after which they changed this loan to a personal loan. I asked why on earth would I do this if the interest is more than double. The consultant didnt even know that this was the case and told me that I should go into the branch again. which i did. When I got to the branch the consultant informed me that the loan application was "pending" and that there is nothing we can do. I asked when last did the status change and he said june somewhere. ( I was there in August). And all this hassle, just to topup my current loan.