Worse customer service

My son is being struggling to reset the NSFAS allowancence which is blocked since May 2022 and we have send nemerous emails and on the chat service and he even filled in the forms at the college to unlock it, till now there is nothing a nd on the NSFAS chat we were told it is reseted and he must wait for the sms which was two weeks ago but nothing. The emailing service is even worse cause they don't even reply, this is the worst service ever and I am not sure if their bad service is due to the fact that they are assisting kids with no customer experience or what?