More Poor Service from RMB/FNB

My daughter had a student loan from FNB while she was studying. She completed her studies at the end of 2019. FNB sent me a message asking for the proof of completion of her studies, which I did, FOUR TIMES!! The first time a got an automatic reply, their mailbox was full! In the beginning of October, I once again got a message that I haven't sent them the proof of completion of studies and if they do not receive it in time, my rate would increase. I called them, after three attempts, I managed to get through and spoke to a lady by the name of Vivi who then gave me her personal email address to send the documents to. She confirmed receipt of documents and about a week later I received a SMS from FNB that the documents were received. At the end of October, the higher amount with the higher rate was deducted from my account. I called the student loan apartment again. FOUR TIMES, I was transferred to "another department" and the call dropped. Out of frustration, I contacted my personal banker. He didn't answer his phone. I left him a voice message, he didn't call me back. Later in the day I tried calling him again. He answered his phone and asked me to send him the name of the person I spoke to at Student Loans, which I did. He called me back the next day to tell me he managed to get a hold of Vivi but she says all communication should be done in writing. Which is what I've done, and I've received confirmation the documents were received. I logged a complaint on the FNB website, still waiting for someone to get back to me? The next day I tried calling Student Loans again. I got through but was told I would be transferred to Vivi to deal with it. The phone rang for 9 minutes where after I gave up. I am still waiting for answers from FNB?

I think it is time to investigate other options.....