Standard bank wants to charge interest in perpetuity on student loan

In 2010 I signed surety for a student loan. My account has been getting debited by this bank for interest on that loan for the past 10 years now. I recently requested information about the banking details to use to start paying back the loan, as I wish to start finding ways to reduce the loan with whatever funds I can put together. The bank refuses to give me this information, instead they respond with emails they tell me I must send my request to in order to receive a response. The first email they told me to send to was ***, I sent my request on the 13th and followed up on the 14th. Till today that request has not been responded to. I then tweeted by unhappiness about this treatment and the same people now said to me "Please resend the email to *** to enable our team to intervene", this was Friday 26 June 2020, which I comp**** with and today it is 1 July and I have still not received a response to my request. Clearly the bank does not want the loan repaid so they can keep debiting me for the interest. They create obstacles and won't even give them same information to the person whom the student loan was for. Surely this is *******.