POOR CLIENT SERVICE FROM STANDBANK STUDY LOANS

My daughter has a student loan with Standard Bank since 2015. Since 2018 she went overseas as an au pair (plan was that she would come back end 2019), but as fate would have it she fell in love and got married. Long story short - since middle 2019 my sister (surety on the loan) and myself were trying to find out how we could change the student loan to a normal loan, as my daughter wanted to start paying of this loan. With a lot of running around between my sister and myself, the answer got from Standard Bank is that my daughter had to request this herself. So we got her the relevant contact details in SA and she started communicating with Standard Bank. At one stage the response she got, is that she has to come to SA to sort this account out. So Covid hit the world and they, she and my son-in-law, could only come to SA in Des 2021. So on 18 Dec 2021 we took them to Standard Bank Kolonnade to sort out this account. The person informed her that the surety of the account need to request to start paying this loan (this after almost 1 and half year was told to us (my sister and I) that my daughter had to come to SA to sort out this account. He gave an email to which my sister had to write an email requesting to do this. So it was not sorted then. My sister then wrote an email to the relevant email address, and also got an email address for Jermiel Frazenburg at the student loan department. Things went well till middle Jan, when we wanted to arrange for a debit order to go off from my Capitec account, as the children will make payments from USA into that account for the debit orders. But now we don't get any joy from Standard Bank again. It seems they are happy with the little amount they are getting and don't want their money back. I am very disappointed in the client service we are getting from Standard Bank and their personnel. We would really like to sort this out as soon as possible, as we have been paying interest on this loan from 2015 and we would really like to start paying this account now.