Curro Parkdene: Refund Delays

The finance & admin service at CURRO Parkdene is absolutely shocking. We have been trying for months to their finance office to process our refund and wish to anecdote the steps so you can understand why this is beyond frustrating and just totally unacceptable.

1) When we were asked to pay the fees, we had questioned that the amount demanded was too high but were told that it was the outstanding balance. This happened in early 2021. 2) We started receiving statements of an amount due to us thereafter and started enquiring about how we go about processing the refund. It was a mission to get hold of anyone as the telephone almost always goes to voicemail. I recall speaking to someone once and leaving a message for a call back but it was never returned. 3) I eventually got hold of Gerard in December 2021 who informed us that we need to send proof of banking details (which we have) and indicated that it might not be processed as accounts have closed for the December period and he committed that it will be paid in January 2022 by the latest. 4) We continued receiving statements and made regular follow-ups including escalations to Lisa (head master/principle) when our correspondence went unanswered by Gerard. There was one acknowledgement from her but the further follow-ups ended up in an abyss. 5) Generally, the telephone lines only ring when selecting option 3 which is the finance and admin department. I have left numerous voicemails which have just been ignored. 6) I visited the school on 28 March 2022 out of pure irritation as again calls and voicemails went unanswered and was told that the school is closed but that Gerard has been going to the office and works until 3pm. 7) I called again on 29 March only to receive voicemail.

I have done more than what any reasonable person would do in our situation and if the roles were reversed, then Curro would've handed us over by now. I am not seeking an apology as the conduct suggests that this is part of the school's management culture. I am posting this complaint as a measure of caution to other parents that need refunds processed as it is a nightmare. Our last resort was to escalate to the head office in Cape Town which we hope can assist.