Student Loan application not being processed

I have enquired to top up my student loan on 4 December and again on 29 December 2017. I actually visited the branch after several phone calls to the customer service center. I took all my documents on 29 December to the branch at FNB Willowbrigde. They said that they do not process student loans at the branch so they phoned customer service. I had to sit in the branch and speak to customer service inside the branch. They did a pre-approval and said I qual8fied for a top up and I must email my documents to ********** which I did. I have since forward the documebt 4 times with my ID number on each and every page. I have soent at least 2 hours per day since 29 december to figure out why FNB is not processing the application when Kwezi in the student loan department said she will complete the application. I am tired of asking and phoning and there is obviously a disconnect and bad customer service. I urgently need my student loan to be topped up and even spoke to the team lead at student loans who said she will assist.