Incompetence of Standard Bank

I am of the middle income parents who had to apply for a student loan for my child to attend university. It took me 4 hours on 2 days of sitting in standard bank to be attended to. The consultant then promised to send me forms to sign etc. but he never did. I then spent another 2 hours and had to deal with a second consultant. This consultant finally sorted out the student loan. We needed money released for books. I sent the consultant 2 e-mails requesting appointments. She never rep****. I have subsequently sent another e-mail she did not reply. I asked my personal banker via an e-mail. She never rep**** either. I have spend time listening to the blasted recording they play when you are holding. We then went into the bank. We were there before 2pm and only attended to at 4pm. When we finally got to see a consultant we were told that they would not be able to assist us as they could only do transfers up until 3:30 pm and to please come again the next day. In total I have spent in excess of 6 hours trying to firstly set up a student loan and secondly to have essential items like books, fees etc paid for. This means a days work. Please can standard bank let me know who I need to send my bill to so that the business time that I can recoup the loss of income during these hours.