Formal Complaint and Request for Immediate Intervention: Outstanding Account Discrepancy and Withheld Qualification

Dear CEO of Rosebank College,

I trust this correspondence finds you well.

This email serves as a formal complaint and request for your urgent intervention regarding a matter that has caused both emotional distress and reputational harm due to ongoing administrative negligence at your Braamfontein campus.

My wife, Mrs. Andile Mogorosi (Student No. ***6), completed her BCom in Business Administration in 2022. I, as the primary funder, engaged with the institution on several occasions to ensure that all financial obligations were settled.

In December 2024, I personally visited the Braamfontein campus to obtain a final settlement amount. I was advised by your staff that the account was fully paid and reflected a credit balance of approximately R1,400, entitling us to a refund. I was further provided with a printed statement confirming this credit position. Based on this information, I initiated the process for my wife to request her qualification, as she had fulfilled all academic requirements.

However, shortly thereafter, we were informed that the account now reflected an outstanding balance. This contradiction was never accompanied by a clear financial breakdown or supporting documentation. Since then, I have made over fifteen (15) telephonic follow-ups with various staff members, all of whom provided inconsistent and contradictory information.

To date, no written explanation or resolution has been provided.

The following key issues remain deeply concerning:

1. Failure to provide financial statements: No official statements or communication were ever sent to my email address advising of any outstanding amount, despite this being standard practice.

2. Misrepresentation by staff: I was explicitly informed that the account was in credit and that a refund was due. This verbal assurance constitutes a binding representation under South African contract and consumer law.

3. Gross administrative negligence: The lack of internal coordination and accountability between departments has resulted in undue delay in the release of my wife’s qualification.

4. ********* service conduct: The continuous transfer of responsibility, lack of returned calls from supervisors/managers, and absence of accountability indicate a systemic failure in client service and governance.

5. Infringement of rights: As a paying funder, my consumer rights under the Consumer Protection Act 68 of 2008 have been infringed, particularly under Sections 41 (False, misleading or deceptive representations) and 54 (Right to quality service).

It is my legal position that, based on the verbal confirmation and the printed statement reflecting a credit balance, the institution acknowledged the account as settled. Any subsequent reversal or alteration without prior notification or documentary evidence is irregular and prejudicial.

My request is therefore as follows:

That Rosebank College conduct a full audit of Student No. ***6’s account from inception to date.

That the institution honour the verbal and written confirmation previously issued, confirming that the account was in credit.

That Mrs. Andile Mogorosi’s qualification be released immediately as she has satisfied all academic and (previously confirmed) financial obligations.

That a written explanation and final resolution be provided within seven (7) working days of receipt of this email.

Failure to resolve this matter within the specified period will regrettably leave me with no alternative but to escalate the issue to the Department of Higher Education and Training (DHET), as well as the Consumer Goods and Services Ombud, and, if necessary, pursue legal recourse for administrative negligence and misrepresentation.

This situation could have been avoided with transparent communication and accountability. I trust that your direct intervention will ensure that justice and fairness prevail, and that this matter is resolved promptly and professionally.

Yours sincerely, Lebogang Mogorosi *** ***