Administration, Inefficienices and Poor Student Support

I have escalated several issues to directors at MANCOSA and have received no response. I am hoping to get a response by using this platform.

1. Whenever I call the Call Centre and choose a selection criterion other than ‘new registrations’ I hang on for unacceptably long periods however when I choose ‘new registrations’ the calls are answered within less than 2 mins of calling.

2. Call centre agents can never assist you, often when calling the Call Centre, one must go through to several people before being directed to the correct department. Every call centre agent tells you something different. I spoke to a call centre agent & asked if I could complete out standing modules from previous semesters and not start any new modules. I was informed that I could.

• Upon request of materials to complete outstanding modules another agent at the call centre informed me that I could not only complete the outstanding modules. I subsequently received an email informing me that I had an assignment due two days later. I attempted to call the college but to no avail, there was no answer. I took time off work the following day (unpaid leave) and went to the college where I was informed that I had been given the incorrect information from the person at the Call Centre. (I then completed my assignment and continued with year 2. I basically had to complete my first assignment within 12 hours bearing in mind that I am a working single mother.)

3. New system was implemented and once again no communication was sent to me. I discovered this when I attempted to upload an assignment. My assignment was submitted a day late as a result. I called in and waited approximately 20 mins before someone answered and was told step by step what to do.

4. During my 2nd to last semester, (December 2019) I emailed students services to advise them that I would be out of the country for a month when supplementary exams would be written. Should I fail a module how could I be accommodated? I was informed that there was nothing that Mancosa could do, that the dates are set and that if I were able to find a venue and a proctor (at my own cost) that could be an option. I informed the agent that there was nothing stipulated in the Mancosa programme handbook and hence I should be afforded the opportunity to write an aegrotat exam if need be. I was again informed that there was nothing that could be done. • I then receive my results, two of which were distinctions, a normal pass and a failed paper by 3%. I requested a remark. I completed the form and paid for the remark, the closing date was 12 December 2019 at 12:00. The form & proof of payment had to be submitted via email.

• Only to discover that the application form did not have the correct email address on it. After numerous attempts to call the college, I went to the Durban centre (once again taking time off work), when I arrived, the offices were closed. The following day (13 December 2019) I went to the college and they informed me that they would escalate the matter as it was not my fault that the incorrect email address was provided.

• I received an email on 18 December 2019 informing me that the paper in question was with the Marker.

• Upon my return to SA I sent messages on Mancosa Connect to request feedback regarding my remark results. I only received a response a week later. On 16 January 2020. I made numerous attempts to call and held on for long periods until finally I chose ‘New registrations’ and my call was answered.

• I enquired as I did not get the results of my remark. I also saw on Facebook that other students were complaining regarding them not having received their remark results as well and the supplementary exams were taking place.

• The lady proceeded to ask me if I registered and wrote the supplementary exam. I informed her that if I paid and requested a remark, why would I pay for a supplementary exam?

After receiving no help with regards to my concerns discussed with call centre agents and student support services, I decided to write to two directors of Mancosa. The call centre agents did not want to provide me with the Dean’s email address, but did provide me with two directors email addresses. I wrote to Mubeen Seedat and Martha Moyo on the 21 January 2020. Martha Moyo responded on the 22 January 2020 apologising for her late response and stipulated the she had escalated my query to our colleague Anastasia in Durban for assistance. Anastasia Moodley whom is the Student Administration Support Manager sent me an email on the 24th January 2019 stating that she would give me a call towards the afternoon as she was unavailable that morning. I’ve sent Anastasia Moodley two email since the email that she had sent me which was on the 24th January 2020. To date (02 Feb 2020) I have not received a call or response to the emails that I sent her. I’m using this platform because the only time I receive calls and response timeously from Mancosa is when it relates to monies.