Disappointed - again

We have a family member needing a student loan. She app**** weeks ago, heard nothing, went to Brackenfell branch this morning and was told that Nedbank only has 2 people working with student loans and it will take time. The Nedbank lady at Brackenfell emailed all the documents to one of the two persons (again), all she could do. Our whole family banks at Nedbank and this is a very unfortunate, unacceptable situation making us all feel like looking for other banks. This is not the first struggle - had it before with car financing, home loans etc. etc. We all have been with Nedbank between 17 and 52 years!