Very bad service from Standard Bank

My son has been applying for a student loan. Only online applications are aloud. The login details shows error every time he tries to sign in after logging the application. We are unable to receive any help from the branch, they just said they don't have access to student loan portal. Phoning the toll free number, they just said they cannot help and they are not allowed to transfer us to the student loan department. Even the online banking, cellphone app department is unable to assist to create a new passport. Every person we spoke to at Randburg branch and telephonically just say sorry they cannot assist. This is really very annoying and very bad client service.