Appeal Nsfas decision with no success

Hello I have app**** for Nsfsa for my sister's Funding for a 2023, the entire family income combined is less than 350 000 however she got rejected and after the rejection we have visited the university branch Nsfas WITS to lodge for an appeal we were told is still closed we must Contact the Head office they will assist us, but we have been calling them with no success and it's really frustrating because now we do not know where to go for an appeal. On their website the is no option to appeal.