failing to correspond and delaying to finalize loa

I app**** at standardbank online student application to increase my existing student loan. i did the online application on the 20of December 2014. thereafter i attached the needed documents not knowing that there are a problem on the site with attaching the documents. On the 5th of January 2015 i phoned them.The consultant told me that my loan was declined but reinstated and i will have feedback within 24hours. So the next day i phone them again to hear the results, then a different consultant told me that they are still busy processing the application, i will have feedback within 24hours. this went on for 3 more days that i had to phone them everyday.my registration at unisa was due before the 23 of January. the week of the 23 i phoned them again and the consultant told me that they haven't received my documents and that i need to subbit it before rhe end of the day otherwise the loan will be cancelled. that afternoon i spend 2 hours on the phone with the consultants telling them that i can't submit my documents and the branch was closed. i still haven't received feedback and i had to pay my registration fee of 3250 out of my own pocket. today i phoned again and they are busy