Poor service

My sister got a student loan from Standard Bank last year so we app**** again this year for a new one but it was declined. I (the surety) have been paying the interest fee so when the new loan was declined, I was told at the branch that we will need to settle last year's loan so I called the call centre to make an arrangement & I was told that I need to go to the branch to make that arrangement. I went to Rustenburg branch & when I got there I was told it's my sister who needs to come to make that arrangement since it's her account, she went & she was told that I'm the one who needs to call the call centre since I'm the one who will be settling the account. We are really being sent back & forth. One of the consultants told me that the account needs to be arrears first for me to start paying for it. Why should I wait for it to have arrears when I want to start settling it. I'm fed-up with having to call & getting no assistance. The last reference number I got was ***9.