shocking non-assistance by FNB CALL CENTRE AGENT

I have been attempting to obtain a student loan from FNB now for more than 3 weeks. I left call backs for FNB to call me to enquire. This morning I phoned FNB to get more info and the call centre agent actually told me its easier to go into the branch. WITHOUT giving me my options, how it works etc she just says I must go to the branch. I work for a living. I don't always have time to go to the branch. why would a call centre agent not want to help you over the phone. NOT EVEN GIVING ME A CHOICE ON HOW I WANT TO DO IT. and not volunteering any information as to how the student loans work. PATHETIC. ABSOLUTE SHOCKING.