Public Complaint: Ongoing Study Loan Recalculation Issue and Poor Service

To whom it may concern,

It is deeply concerning that I have not received any acknowledgment or response to my complaint. The lack of communication reflects extremely poor service and is completely unacceptable.

Since Thursday, 5 February, I have been trying to resolve this issue. I spent a significant amount of time on phone calls that day without any resolution. On Friday, 6 February, I visited the branch in person and waited approximately 40 minutes before being assisted. Unfortunately, my query was still not resolved.

On Monday, 9 February, I again made several phone calls, which also did not resolve the matter. On Tuesday, 10 February, I returned to the branch. After explaining the situation in detail, an employee finally acknowledged my concern and submitted an urgent request for a recalculation of my study loan. I was informed that I would receive a call from the relevant department.

Later that afternoon, I did receive a call. However, after completing all security verification questions, I was told that I could not be assisted telephonically and would need to return to the branch to verify myself again. This was extremely frustrating, especially after I had already spent days trying to resolve the matter in person and over the phone.

I also discovered that certain details on my profile had been changed without my knowledge or authorization. There was no agreement signed by me authorizing such changes. Although the consultant later called back after speaking to her manager and provided some explanations, there was still no feedback regarding the urgent recalculation request that had been submitted.

I was promised a follow-up call the next morning (Wednesday, 11 February), but to date, I have received no feedback. I submitted another formal complaint on Thursday, 12 February, and again there has been no response.

This study loan has been paid for 8 years and 5 months, yet the outstanding balance remains excessively high. There is clearly a serious issue with the calculations, and I require a full, transparent breakdown explaining how this amount has been determined.

The ongoing lack of accountability, communication, and proper assistance is unacceptable. I expect immediate attention to this matter and a detailed written response.