Student loan application

Our daughter, a 3rd year Occupational Therapy student, app**** for a Standard Bank student loan on 26 August for the second semester. Standard Bank has granted her loans for previous years of her studies, with her father standing surety, but always with a struggle to get things sorted out. But this year, the level of inefficiency and ignorance has exceeded all previous low standards (pun intended). The website notified her within a few days of applying that she had been successful and they would soon contact her for further required documentation. After having heard nothing for 3 weeks, she started sending emails with queries on 19 September. Only form-letter type responses were forthcoming, often with the same typo in various replies. So she was still ******** of what type of documents were needed. Between 25 and 28 September, she was asked to resubmit ID and loan reference numbers, which she immediately did. She was assured there would be a 24 hour turn-around time which was essential as university fees had to be paid by end September. Then on 29 September, a month after the application was sent in, she received a formal email from Standard Bank - informing her that the loan application had expired! Her father then revisited our nearest branch (150km from home) and tried working through a consultant who himself had to work through Standard Bank's Student Loan Call Centre. Even he cannot make sense of what particular documents are needed. Indeed, documents that we know have been submitted can no longer be found on Standard Bank's client system. The re-application was submitted on 3 October, again with the confirmation of a 24 hour turn-around time. Needless to say, it is 15 October and we’ve still heard nothing, even though my daughter has sent several follow-up emails. What are we supposed to do now? Our daughter has studied the whole year but will not be allowed to write her final exams and get her results because her university fees for the second semester have not been paid. All of our attempts to satisfy the bank's requirements were blocked by their policy of no personal contact with clients, but only contact through a Call Centre or an email. Standard Bank's current slogan is that they have the loan for me to realise my dream, so that my "NEXT" can come true. This is just as much a fairy tale as their previous slogan of "We like being your bank".