Bad service

I have no words to describe to zero customer service from STD bank Northgate. My husband has been banking with them well over 30yrs, so him and my eldest daughter apply for a student loan. They do this process on line. 2 days later get told come come in and fill it n forms and submit documentation. Which they do on the 24th January 2020. My husband asks what now the lady proceeds to say watch your mail, they do that, mail continues to say conditionally approved, two weeks go by suddenly email states expired. I go in no one can help. Start all over again. We then discover a friend knows the director. Awesome yay.... no not even the director can get Northgate to do customer service. They loose paperwork and mess around with students careers and it becomes the clients fault and problem. But the client must still pay banking charges and service fees for what. They have nit done a service except frustrate you waist your time and petrol and you are no further than you where 4 weeks ago. This child has now missed 4weeks of varsity.