Bad service

***********,my son who is upgrading gr12 went to D11 on the 23/04/2024 to get an assistant for exam centre and he was told they will find it for him and to come and check on the 25th but when he went there were no answers and was told to come back on the 3rd May which there is no guarantee as well. We talking about the child's future here.hoq can they be so ***********. Now he does not know what is going to happen,however he is attending classes. Can I get help from competent person.as this is frustrating.