Bad service

Once again, I find myself having to complain about Impaq. To say I’m frustrated is an understatement. . I recently reached out to Impaq regarding switching from online schooling to homeschooling. The information I was initially provided stated that the cancellation fee was 40%. Given that this calculation did not make sense to me, I requested a callback. I then spoke to Mohau, who later informed me that the initial cancellation calculations were incorrect. She mentioned that the fee was more than 40% and referred me to the policy document, where I discovered that, for Term 1, the cancellation fee is not applicable. Despite my clear request for clarification, I was met with responses that neither acknowledged the error nor provided clear answers. Instead, I was made to feel as though my concerns were being dismissed. I specifically requested a clear explanation of the cancellation terms for Term 1, but the responses I received have been unsatisfactory, and the issue remains unresolved. To my surprise, I then received an email with an updated calculation, now stating a 55% fee. Please also explain who is responsible for your incompetency. You cannot give me an amount and later change it and expect me to accept it without any explanation. Follow your internal process for mistakes made by your employees, and I should not be affected as a client. But clearly, TCF (Treating Customers Fairly) does not apply at Impaq. Furthermore, I feel that the handling of this matter has been unprofessional, lacking transparency and effective communication. I was assured that my concerns were understood, yet it’s clear that they were not, which has only added to my frustration. Why am I being penalized if I’m not cancelling my enrollment but switching to homeschooling? I would appreciate it if someone could urgently reach out to me to resolve this issue.