Seriously poor service

I have had such a difficult experience since joining Standard Bank a few months ago, I chose to take a student loan with Standard Bank and also opened a cheque account and credit account. The reliance you still have on your branches is incredible in this day and age, and the consultants that I interface with don't know what your procedures are, with them often providing conflicting information. I have been trying to make an additional payment to my student loan for the past 2 weeks and only receive a message saying I must go into a branch to do this, I am so tired of wasting my Saturdays at your branches and don't see why something so simple needs me to go into the branch. Last time I lodged a complaint the consultant didn't know how to help me and said she would call me back, she subsequently did but I was in a meeting and was unable to answer and she was all to happy to send me your generic email saying that you are unable to reach me, I can contact the following channels, this is like beginning the process all over again, I do not understand the rationale behind this give me a number to contact you directly on, not just close the case while I the customer is still unsure what to do, I bank with 2 other banks and I must admit that you seriously need to modernize the way your customer interfaces with you, and the reliance the client has on your staff is unnecessary, all I want is for someone to assist me with something so simple and it seems that if I don't lodge a complaint I get nowhere, very disappointing.