Poor communication with clients

Fnb student loan unit's lack of communication with clients is quite disappointing. My mother took out a student loan on behalf of my brother since she is the only breadwinner at home. She has been paying back the monthly repayments without fail. Now this month Fnb increased her repayments by over R300 without letting her know. When querying about this new amount, she was informed that she didn't submit proof that my brother is still a student, hence the increase. However if Fnb was transparent enough to inform clients of any requirements instead of hiding behind a contract, my mother would have submitted proof on time. Even after submitting the proof, Fnb still refuses to repay back the difference. Quite, quite disappointing Fnb. It needs to communicate better with clients.