Do you not want me to pay back my student Loan??? Disgusted by poor service delivery

Standard Bank and I have a few years of history already, which is all good. For my student years I took out a student loan which I am now paying back. For some reason, Standard Bank find it fit to not help me pay it back. I am now working outside the country and have to contact them via email as calling is too expensive. I had to make a lump sum payment with a dead line but didn't have the correct account details which I noticed when I initially tried making the payment and therefore sent them an email to them to ask for the correct details. Sending it to their general email address just got me an automated reply saying it would be sent to the allocated department. Then a few days later I got a reply that asked me several security questions. With my reply to that email I just got sent back to the same automated response that someone in the allocated department would get in touch with me. Then again they would ask me security questions which I JUST ANSWERED! This went back and forth several times meaning they never read the responses from previous messages which are obviously every time in the same message! They tell me to go to the nearest branch but as I am not in the country (which I mentioned to them several times in the emails- which they obviously never read clearly) and this is not possible, I have to contact via email. Every time I was helped by someone new who had no idea of what has been discussed. By the time the deadline was coming up I was so frustrated that I just made the payment towards a general loan account for which I got the account details from the internet!! When I then asked them to send me an updated statement of my loan repayments, it started all over again with the security questions and them not then sending me a statement for the last 3 months, in which I made several payments which didn't reflect in the statement they eventually after many hassles sent... It has been more than a month now since I have contacted them several times to get an updated statement to see how much I still owe them!!! *** Standard Bank??? Do you not want my money or do you just want stall the loan payments so that you can earn more interest!!! I am extremely frustrated and am extremely happy that I moved to FNB who have been incredible with every service they deliver! Anyone else have these kind of problems with Standard Bank?? I am sick of their appallingly disgusting service delivery online and face to face.