Online student loan feedback delayed

I app**** online for a student loan on 4 February. On 6 February, I received an email response from Standard Bank asking to supply additional documents. I rep**** to the email and sent the requested documents on the same day, 6 February.

Since then, I haven't received further feedback from Standard Bank. I've sent 2 follow up emails to ask when feedback will be shared with no response. Its been 2 weeks since the original application with no indication of the next steps.

I sent another email to standardbank general information email, but haven't received a response.

I called the call centre yesterday. The consultant said that the process can only handled online, and that they would email the loans department to respond.

My question is, how do I get feedback and how do I hold Standard Bank accountable?