POOR SERVICE FROM STANDARD BANK - CANNOT ASSIST WITH A STUDENT LOAN

I have been trying to increase an existing Student loan for more than a month now. I tried to login, but was told my password is incorrect. When I requested a new password, I was told it will be e-mailed to me. I am still waiting for this e-mail. I have tried almost 30 times to have my password reset, but I am not receiving any response from Standard Bank. I called the Call centre for help and was told to visit my nearest branch for assistance. My son and I went to the K90 branch in Boksburg, spent 2.5 hours at this branch, only to be told they cannot assist me with resetting my password, I must phone the call centre. No one I've been talking to at Standard Bank seem to know what they are doing. No one can assist with a student loan, the customer must apply online. How am I supposed to apply online if I cannot access the portal??? Why can't a consultant at the branch do a student loan application? I am so fed up with the lack of service from Standard bank. They do not even deserve 1 star.