Terrible service

For the last 3 year my daughter had a study loan with Standard Bank. She decided not to continue with her studies in her 4th year, went to the branch in Pretoria in January 2015 and cancelled the amount they already approved for her 4th year and enquired on how repayment of the loan works. The consultant told her that they will send the documents to the Newcastle branch for me to sign. Up to date NO document have ever reach Newcastle. She went back to a branch in Edenvale and was told that she needs to bring in her first payslip and the payback amount will be work out. On receipt of her payslip, the same branch then told her she first needs to pay the interest before she can start paying back the loan. What have I then been paying? No definite amount could be given to her, she decided to sign a debit order in the amount of R2 060 (double what I was paying on the interest). I e-mailed the Newcastle branch to ask who I can speak to in order to clarify this matter, she forwarded my e-mail to the student loan department in Durban and NO REPLY. Does Standard Bank not want their money back? Or are they going to wake up 3 months from now and say that we were in breach of contract?