Student loan Increase

I am so mad for the poor customer service I received at this bank. I am an existing client,I took a student loan by them in 2015 and wanted to extend in 2016.I went to Kempton Park branch to make an application which I thought would be easier as I am their client. I was requested passwords and usernames I last used 12 months + ago.They couldn't use the option to retrieve those details on \forgot Password\".<br> I was sent back home.I went back the next day and was promised to receive an email which will give me a new password,to this date I am still waiting.I then decided to write an email to Head Office,a lady by the name of Hlengiwe responded,she sent me application forms which I filled and returned to the email she provided and CC'd her on the 14 April.Today is the 19,I have not heard from them.I called their customer service,the lady I spoke to told me that she doesn't pick up any application for 2016 on the system.She told me to apply online.Waste of my time and telephone bill.I want to know what happened to both my applications.What is it that they were capturing?<br> How is a student supposed to study without books?<br> What kind of service is this? "