Terrible service - Student Loan Department in Nedbank

We have app**** for a top-up on my student loan through Nedbank Buffelsdoorn in Klerksdorp. This is the second year. The application was referred to the Student Loan Department. We are now in May. No feedback from anybody. I have sent several emails to Serada Devi Singh at the Call center. I have left several messages when I phone her, but she will never return my messages. I do not know where I stand with Nedbank. Everything that they have asked me to send, I did send through. Now I am being kept in the dark. Terrible Terrible service.