Study loan nightmare

I have been trying for 3 weeks to get service from FNB regarding a study loan. You cannot go into the branch for this. They have to call you. There are no consultants to help you at the branch, you must log a call on the banking app. I logged a call back 3 times on my banking app but still waiting for a reply. There is also no option for study loans anywhere on the app. When they did make an appointment to call back, they were 45 minutes late and you cannot hear what the consultant are saying. Then the system went off. 2 Days later they phoned back to fica but again...system error. I asked the lady to tell the supervisor to phone me as I want to complain about terrible service. Still waiting. I have been with FNB for 20 years and would expect better service from them as I am a loyal banker. Is there any way that I can get a study loan or service from FNB? This is an utmost disgrace.