Poor service quality at its best

I have enrolled my son at Impaq in January but cancelled within the first week. As per their policy, we will be refunded the total enrollment fee if the cancellation is done within the first week of enrollment and if the books are returned as received. We completed the cancellation forms within the first week and couriered the books back to Impaq. They requested a bank statement from me for the payment of the refund. After sending the statement to them twice, they still indicated that they did not receive it although it was sent from the same email address which we used for correspondence with them. I had to send it once more!

They later indicated that the refund will be paid on the 30th of February. This did not happen. After contacting them, they confirmed that it will be paid today, 05 March 2019. I contacted them today only to find that it still was not done and they informed me now that it will be paid on Friday, 8th March 2019. This type of client service and client care are totally unacceptable. Very very poor service!