worst service ever

My brother recently registered with this institution then decided to deregister a week later, he was told that he needs to get an affidavit acquired from SAPS of which was sent to them on the 7th Oct. On the 27th Oct I Spoke to Sophy who apparently is the one responsible for all deregistration's who indicated that I was given the incorrect procedure. To date when I call them to follow up on the deregistration we are told that Sophy who's supposed to process this is either in the toilet or busy printing exam papers.