Poor service

The service in this institution is terribly shocking and very frustrating, their students advisors are ***********, one of the student advisor mislead me during registration for my first semester which resulted me overpaying for one of the modules because it was registered wrong, I asked to be refunded the money that I overpaid and even sent the request on the student portal, they have all the details they need to process my refund but still it hasn't been done, on the application form it says they will process it after 10 working days and it has passed that, I sent the request on the 24 of January till today no feedback its still saying pending, when I call non of the agents have answers they dont know what is happening, this is so frustrating and annoying