Student Loan Unsuccessful

I have been banking with Standard Bank for 30 years. My son required a student load for his 2nd year which we received. We app**** for one for this year, but we were declined with some excuse that I have insufficient funds to afford full payments. I was under the impression that I had to service the interest until my son completed his studies., as I am doing for the first loan. I have more than enough surplus at the end of the month. Only one family member can stand surety as well, as my wife also works, but that is not considered. To make matters worse you cannot go into a branch to discuss this with anybody nor can you speak to a consultant regarding the issue. The explanation for the decline is incredibly vague and not at all satisfactory. I cannot move my accounts anywhere else as I have a bond with them. But for that I would happily move my business elsewhere. 11 years ago when I was in financial trouble due to being retrenched and and having to service a bond. I also approached Standard Bank as I was in a state. I had bond insurance, but not a single consultant at that time advised me that I could claim as a result of being retrenched. Bring back the old Bank Manager and somebody I can speak to rather than a call center agent who does not understand the frustrations one is going through. Shocking service. Worst of all, my son gets an SMS to tell him the loan has been declined.