unpleasant customer service

Last year I found a school (Capsicum Culinary Studio the Sunninghill campus)that seemed very appealing and good to me at the time. I Paid the entire amount of money for my course at one time (a lump sum) then I eventually wanted to downgrade the course I was taking and they told me that they're able to refund me my money that I hadn't fully used on the course. In the contract that I signed, It stated that I'm able to receive a refund and now they seem to be avoiding me, showing me signs that they aren't willing to comply with their initial agreement. I'm not the only individual who finds themselves in this situation, I would've just expected the service to be a bit more crisp and professional especially with the amount of money you pay for this particular institution.