Poor service at Ngcobo Standard Bank branch

I am an Agent for Racus , an agency that serves to assist students get admission at Russian Universities. There is a student Olothando Mtshixa who qualified for a student loan for payment for his tuition and other expenses, however the Standard Bank branch at Ngcobo has been sending him from pillar to Post. I even spoke to the consultant stating even my own brother used Standard Bank in 2016 to go study in Russia . Now this student is being delayed for payment of tuitions because a consultant at Ngcobo doesn’t even know about the products of the bank they are offering to the people. “We still investigating “, instead of calling head office to verify if clarifications are needed. But the attitude and poor communication is delaying the process of this young man realising his dream. He comes to the bank with his surety for the second time with no assistance.