No care and frustration in turn around times(Destroying credit record)

Good day, I am very disappointed in Intec College, they are very quick to send you a SMS to say that fees are outstanding, I have been struggling since the 02/09/2024 to get someone to assist with a Student account where the student has come into serious financial issues and asked if its possible to put the students fees on hold or if its possible to cancel, in the meantime they are destroying the students credit record and when you call you get sent from pillar to post and no you need to email this person then that person, then no we need to wait for an Academic report which we are now waiting 3 weeks going on 4 weeks for. The worst thing is the student is really trying to rectify the situation by doing the right thing in contacting Intec College. It has been the worst experience and till date no success.