What is going on at FNB exactly

I was honoured with a study loan from FNB for the year 2017. I was told i need to apply again for the second year and i was given a number to call from the branch i visited. I have been trying to get through to the correct department since mid November. I visited a branch again, and the consultant again made me sit on the phone in the branch, only for someone to eventually answer after a good 25minutes, only for the person who picked up, to take my number and promise that someone would give me a call. I have been waiting over a week for this call and nothing. So, like i said in the title is it me, or is there something weird, or nothing happening at all at FNB. I'm puzzled and frustrated.