Does the FNB student loans department really exist?

I have been trying to contact the student loan department for weeks. I submitted multiple online call me forms (the only option on the FNB website). I have called, and a bot tells you to submit the online form. I even went into a branch and no one could help me! At least the branch tried to escalate the query but it appears even that does nothing.

I am starting to wonder whether they even exist.

Please would someone call me urgently?!