********** service from FNB

I have been a FNB customer for more than 10 years. There was a time, not so long ago, that I encouraged people to join FNB because of their excellent service. But now it seems FNB is going the route of companies like Eskom. I app**** for, and was granted a student loan for my son on the 14th of May 2019. I was told by the consultant at that time, to simply send the required documents to an email address ********** which I did, after which the process would be finalised. Subsequently, I have not heard a single word from FNB on the matter. I visited the FNB branch at Woodlands, Pretoria on the 21st of May, and they could not help me - they simply called the student loan helpline from the branch. I tried contacting my FNB private client banker for assistance, but he does not reply back to me. I tried calling the FNB private banking helpline for assistance, but they simply referred me to my private banking representative, which does not come back to me. I tried calling the student loan helpline on ***, but they don't answer the phone. I tried the "call me back" option on the FNB student loan wesbite, but they don't call ma back. So FNB, how will you help me, a client for more than 10 years, to get a student loan over the line, which one of your consultants approved two weeks ago? How can you help me?