MIE has no respect for clients

So I just found out a few weeks ago that my Alma Mater (TUKS) has archived my academic records before the mandated 5 year period and outsourced the service to a company called MIE. Who charge a fee for you to receive copies of your transcripts and academic records. The service I received from MIE was appalling. I was assisted by a Linda van Dyk who I had to advise on basic business etiquette and best-practice communication techniques when to communicating with clients. Which is not only disappointing because I paid for the service but also frustrating because we as TUKS graduates don't have an alternative as only MIE hold our documents. I get the sense that because they have monopolized this service they feel they can speak and communicate with clients any way they like. So unless TUKS pulls this contract from them where else are we going to go?! That's a solid business plan if ever I've seen one...however MIE don't forget that to keep such contracts you actually have to keep your client base happy.