FNB Personal / Student Loans

My wife took out a student loan to help pay for our daughter's studies. The loan was authorized, and FNB requested documentation. The documents were sent on the same day. Following that, a follow-up was conducted twice weekly to see if the loan had been converted to a student loan. FNB has done nothing to date; we continue to receive emails asking us to produce ID documents, which have been sent week after week. The loan departments are abysmal; there is no contact, and our questions are unanswered. We've had it with FNB and their dreadful service!!