Poor service from Standard bank

Good day

I would like to file the following complaint against Standard bank.

My husband obtained a student loan of R250 000 in 2013.

Since 2013, he has paid more than R188000 of interest and as of 2018 he started to pay a monthly installment amount of R6200 per month. During the month of May 2019, we were informed that the total balance due is still R226 000, which is quite frankly impossible. This amount is charged at a rate of 12,25%.

Since 2018 we have requested the original signed finance agreement in order to verify the terms and conditions. We have followed up numerous times and have gotten only the following reply from standard bank :

- They have "lost" the signed agreement - They cannot provide us with the requested terms of the agreement (such as the period of the agreement)

We are desperately looking for answers as well as a solution to this problem and standard bank has offered no assistance in this regard, which is unacceptable.