Declined because documents where not received....

Okay, I have had it with this bank.I app**** for my first student loan (***) around October 2014 for 2015 then they *****ed up the amounts and I had to re-apply for a student loan for the remainder of the money. I then app**** for a student loan (***) on the 13th of January and submitted ALL the documents requested, together with the application, online, as instructed. I did not receive an update or response from them since then, I decided last week to call and find out what their problem is as I should be paying the rest of my study fees before the end of Feb. Still no feedback and it is the 9 of February , today i get an SMS stating my application was unsuccessful due to documents not received within 10 days. Are you kidding me??? It's the 9th of February already. Anyway i phoned general banking and the lady I spoke to told me that the application was declined because my institution is not stated on the study expenses form, but the name of the institution is clearly at the top in a huge font size . She escalated it and gave me the following ***. I want this sorted out a.s.a.p. The services at Standard Bank are rapidly declining.