APPROVAL OF STUDENT LOAN

I APP**** ONLINE FOR THE EXTENTION OF MY STUDENT LOAN ON 15/1/2015. I HAVE AN EXISTING LOAN FOR 2 YEARS, NOW NEED TO APPLY FOR THE 3RD YEAR. THEIR ONLINE TRACKING FACILITY SHOWS THE APPLICATION AND ALL RELEVANT DOCUMENTATION HAS BEEN RECEIVED. EVERY CALL TO THEIR CALL CENTRE WAS A WASTE OF MY TIME. THE APPLICATION HAS BEEN ESCALATED 4 TIMES ALREADY WITH NO RESULTS. EVERY TIME I WAS PROMISED A CALL BACK WHICH NEVER HAPPENED. THE PREVIOUS 2 YEARS MY APPLICATION WAS PROSESSED WITHIN 48 HOURS.? NOW I FACE THE POSSIBILITY OF LOSING MY HOSTEL RESIDENCY AND I CAN'T ATTEND CLASSES BECAUSE I CANNOT REGISTER WITHOUT PROVE THAT MY LOAN HAS BEEN APPROVED. PLEASE HELP