Bad service, no one cares for the clients

On the 2nd of January I accidentally paid for January fees while somehow the plans for enrolling the child at BASA changed. I then went through the process of applying for a refund, I provided all documents required to BASA Lebohang administrator to assist. She than sent them to the finance department with a cc-copy of me. However no one has decided to attend to my refund application. I have been calling and sending emails to follow up but no one seems to care. The services in this school is pathetic, no employee of theirs cares. It is dire times and I really need the money.