Dissatisfaction with Student loan application

I app**** for a study loan via FNB's call centre. I gave all the required info and send them the necessary documentation. Then they said they can't help me if I don't give them a CERTIFIED proof of residential address (nowhere do they mention it must be a certified proof). I find this extremely difficult because my husband is renting our home, my bills gets posted to me. They then said I must go the a branch to apply. <br> I then went to the Bethal branch to apply personally for the loan. There it was said to me that the branches do not do Student Loan applications