I’m experiancing similar problems, I sent my application at the end of July. Mid August I called to check the progress and asked if they had everything they confirmed yes they did. At the end of Aug I called again ‘it’s being processed’ Early Sept I recieved a letter saying I hadn’t completed an identity form! Why didn’t they say that when I called them. I compleated it sent it back with a DSA form. Called 2 weeks later they had the DSA form but no identity letter, ‘are you sure you sent it?’ No I imagined it but as they recieved the DSA form it must have arrived. They put a search out for it, but said it will probably be quicker if you send another one. I have sent another one.
It isn’t just this, everytime I speak to someone I am given different information and no-one seems to know anything about my claim or even student finance in general. I have been told I could have to wait another 4-8 weeks now why it was their error they lost it. If they were a private buisness they wouldn’t have survived 5 mins.