pathetic. service

I came into the branch almost a month ago to apply for a student loan the lady who was helping me was Virginia she did an excellent job in explaining the product and requirements. I gave her all my document and she sent through the application and it was approved. But till today no payment was done and the deadline was the 31st of January.I spoke to the school to give more time and they requested a letter from Nedbank. Nedbank took a day before I received it. And I did express the urgency of the deadline to Nedbank and now they tell me they need additional documents and every time I bring what they requested they tell me they require another document. Why can't they tell me once all they require and why does it take so long?