Absolute LACK of COMMUNICATION/CORRESPONDENCE

I have attempted to resolve queries I have regarding my personal student loan for MONTHS and have not, to date, received any feedback apart from one of your employees phoning me back to state that they intend to call me within the "next few days". It has now been 2 months since that phone call (I have since then phoned numerous times without getting any further). My last call to the Personal Loans department was from within an FNB branch as I cannot afford the costs of trying to get through to your customer care lines. I waited 30min on the line to get through and when I could finally speak to someone the person refused to help me (even though I have authorisation on the account, given by my Personal Banker via email confirmation). After that phone call I decided to email all my queries and grievances to your Personal Loans department. It has now been 8 days since my email and still no feedback. WHAT DO I HAVE TO DO TO GET ANY FEEDBACK FROM ANYONE IN THAT DEPARTMENT???????