bad service and support

we were using the online platform to write exams which it failed us because on the day it crashed and new days were given after i was given a study leave and had to apply for leave out of my own day, alternative was we were suppose to write and send the email with an attached exam which i did and to my surprise when the result come it appears as if i didn't write throughout this holidays i tried on numerous occasion to send email to both support and exam depart and receive no feedback ,for only to receive an email to pay R400 for the resub ,what for kindly address this please.