Standard Bank is not able to assist in resetting a password for online student load purposes.

Last week on Wednesday, my son went online to apply for his 3rd year student loan with Standard Bank. Unfortunately he was not able to remember his password in order to log in so he submitted a request for a new password. On submission of the request, he was notified that an email was sent with a new password but no email was received to his email address. He then proceeded to phone the call centre, waited over an hour for a consultant by the name of Gladwyn to take the call, only to be told that they are not able to assist with resetting his password and he needs to go in to the branch for assistance. The call centre agent confirmed that the branch can also submit a manual application for the student loan on behalf of my son. So off we go early Saturday morning (I had to accompany him as I stand surety on the loan) only to be told by the consultant that they cannot assist at the branch as they are not able to access the student loan porthole. Apparently they can only approve and finalise the student loan once my son has app**** online and we need to phone the call centre for assistance. The meter greeter was kind enough to make an internal call to the call centre in order for my son to chat to an agent. He was told by the agent, namely Adele, that she would look into the matter and call him back on Monday. By Tuesday he had not heard back from Adele and so proceeded to phone the call centre again. Not being able to speak to Adele, he was once again told by Gladwyn that the call centre is unable to help him and he needs to go to the branch.

Now I would like to know.....if the call centre is not able to assist in resetting a password and the branch is not able to assist, who is able to assist in resetting a password in order for my son to apply for his student loan?????