Poor service delivery: Standard Bank Student Loans

I have a student loan with Standard Bank which was approved - and I have been struggling for a week to get an official proof of payment from the Bank to confirm that the payment for my tuition has been paid to the University. It has been over 10 business days since I received a payment notification from the Bank that the University was paid, however, the University confirmed that they have not received anything. I still have not received an official POP and no one is getting back to me.