Please consider alternatives before registering with with company

I registered with this program in October 2022, I was matched with a wonderful family and scheduled to depart in January 2023

During my initial interview with the program I stated that the reason behind my decision to Au Pair abroad was due to the passing of my fiancé in the same year and my love for children. I needed motivation and something to look forward to for the year ahead. I then met all the financial requirements and attended the required training sessions. During one of the online classes I also mentioned the same motivation for choosing the program. The host family I was matched with was also informed of this during our first video call.

TWO DAYS before my departure date I was informed that I will no longer be going abroad due to the recent passing of my fiancé. I provided two medical letters confirming that I am stable to travel and work in any field. The company spoke in circles and first said that it is not due to the medication as they support all Au Pairs on medication ( I am not on any chronic medication nor anti- depressants) , they then later stated that I must be of medication for a year before attempting to register again. I was then informed that the medical letters will not benefit the decision making (although this is something they requested) and the decision was final.

The host family was informed on the same day and they where equally as furious ,they then cancelled the program as well as they where not interested in another Au Pair. They stated that they where aware of the situation and would be willing to sign a waver to confirm that they are confident with me joining the family within the year 2023. The company still stated that the decision is final.

Please note that I have resigned from my three year employer and spent over R20 000 in program, medical and other fees to ensure that I was prepared for the journey. I have sent emails which where answered robotically. They agreed to refund only R15 500 of the program fee as they would retain the cancelation insurance fee of almost R900. They then compared the fee to car insurance, they further stated that if the insurance fee was not paid, refunding the program fee (R15 500) would have been under review and would probably not have been refunded

During the same call, I asked when the fee would be refunded, the company stated that the standard period is 30 days but a request would be made to have the fee refunded sooner. A week later I followed up on the refund date and they confirmed that it would be paid within 30 days. I then formally requested that the refund date be expedited in a formal escalation process due to the circumstances and the fact that they cancelled the program and none of my actions lead to the outcome of the situation. I followed up again a week later and I was informed (robotically) that the refund would take place in 30 days as per the standard process.

Understandably I am furious and exhausted, I have attempted to settle the matter amicably but I was left with over R5000 that will not be compensated for, they have retained almost R900 for a cancelation they have requested and I am unemployed leaving me in a very difficult situation. I was not going to have the situation mentioned on social media as this whole process is exhausting, I am however left without any other routes of resolution as my emails are answered in a robotic manner.

If you consider this company, you will have a wonderful experience. Just ensure that you record ALL of the phone calls and online classes (as they do not keep recordings and will state that they never received information and that the statements made by yourself cannot be confirmed). Also be aware that your cancelation fee will be retained even if the cancelation was not caused/ requested by yourself.

I hope that this external escalation will result in some kind of resolution as I have exhausted all internal routes