Can we please be assisted as it's not only us who are going through this

I went with my sister for two weeks at shoprite Cosmo city for her nsfas allowance and everytime when we get there they firstly ask what are we withdrawing...when you say nsfas they just tell you that they are offline, last week I found a rude lady couldn't get her name she was talking about helping other student with it but when we get there she just told us that they offline, their service is too bad 👎, there is no way a big company like them can be offline for 2 weeks everyday..my sis really need this money