Open Distance Learning eductaion faculty in a mess

How sad when our higher education system is also falling apart, I have a 2nd year student who has registered paid her own fees, works extra long hours to afford to pay for her fees, and she being pushed around from pillar to post. Her experience is not positive at all, she needs to hand in assignments already nd still hasn't received her books. Nobody takes your call when you phone the campus or when the do answer the email you get a simple call Takealot. so my question is what do you tell Takealot, there is no order number? this is ridiculous, she needs her books you have her money.