Masters Degree at Risk Due to Conflicting Information and Zero Communication

I am beyond frustrated with the absolute lack of professional communication and procedural knowledge at Standard Bank. I am trying to apply for a student loan to fund my Masters degree, and the experience has been a nightmare of misinformation and wasted resources.

I called the call centre twice to ask if I could apply without a surety since I am newly employed and haven't received a payslip yet. Both agents said yes. I then drove 70km (taking time off work) to a branch, only to be told I need 3 months’ payslips and statements. While the requirement is understandable, the misinformation cost me time and fuel. A consultant told me I could sign my portion, and my mother could sign her part at a branch near her. My mother took hours of leave to do this, only to be told "they don’t do it that way anymore." Now we’re told the call centre must call us both for finalization. My local consultant tried calling me once while I was busy at work. I have returned the call multiple times with zero answer and no reply to an email sent. When I went back to the branch in person (again), I was simply told to wait for a call from the call centre that never comes. Every time I seem to make progress, the call cuts off. Most recently, a consultant called to follow up on documents, but the line dropped before we could discuss anything. The consultant was about to tell me to where I should refer my enquiry. No further communication.

The Consequence: Because of this administrative incompetence, I have already missed a critical information session for my Masters degree. I cannot register because neither my mother nor I have R13,000 just lying around.

Standard Bank, your staff members clearly do not know your own internal procedures, and your communication systems are failing your clients. I am on the verge of losing my place in my post-grad program because nobody at your bank seems to know what is going on.