Dissatisfied client against non-response from Standard Bank

My child took a R30k student loan in 2019 during Covid-19 with few months grace time not paying. The R700 debits have been going off my account since that time until now. It’s been over 60 months, which is way over what we signed up for. We’ve visited two different branches requesting statements and to date, not a single statement was shared with us. At one branch they promised to escalate the issue to the student loan department to resolve the issue and give us an update, and we’ve never heard from them. When we view the account from the bank app it shows a zero balance on both the account and latest balances, while they continue debiting monthly. We need assistance from Standard Bank to provide statements and refund on what is due to us from extra debits made from my account.