Bad service from Student Loan department!

I attempted to apply for a student loan without surety and was told that I don’t qualify because I work (contract/project basis). Upon calling numerous times to get the right info, I was told that I do meet the requirements. I app**** on the 18 Jan, received confirmation on 20th that I need to updated my DigiMe on the app. I sent a screenshot and responded to the email to show that it is updated. 7 days go by and no feedback, I sent a follow up email asking for feedback and was told that because I did not update my DigiMe it is in pending status. I sent an email asking what exactly needs to be updated as everything was up to date, no response. When I call, nobody can assist because they don’t have access to the student loan portal. Now, I cannot go to the branch right now as I am away for workshops hence why I decided to make use of the online application as I did this before with my previous normal student loan. I am disappointed in the service received, I always speak highly of Standard Bank but your agents really need to learn proper etiquette and be clear on what the client needs to do! I might miss out on my registration period because of this bad service!