Student loan application query

I have been trying to apply for a student loan for my son for over a week now. We went into the Woodstock branch and the consultant, Cheryl, said that she could not even do the application because it was not available on my profile. She then tried to find out why and the student loan dept. would not tell her, they would only tell me, so I called 3 or 4 times, was put on hold, put through to the wrong dept a number of times and cut off twice. Promised by 2 consultants that the student loan dept would call me back, that was last week. I have sent an email and got the same reply they all keep giving, \there is no record of your application"THIS I KNOW!!! BECASUE WE CAN'T MAKE THE ****** APPLICATION"