Formal Complaint – Online Finance Department Service and Cancellation Process

Good day,

I would like to formally lodge a complaint regarding the service I received from Rosebank College, specifically the Call Centre and Online Finance Department.

The issue began when I contacted the call centre to request assistance with cancelling my application due to reasons outlined in the letter that I was requested to submit. During this call, the consultant laughed at me while I was seeking assistance, which I found unprofessional and disrespectful.

Thereafter, I engaged with a consultant from the Online Finance Department who failed to provide complete and accurate information regarding the cancellation process. This lack of clear guidance resulted in numerous emails being exchanged, as the required information was not communicated professionally or consistently.

Due to the ongoing confusion, I visited the campus in person to seek clarity. I was assisted by a consultant named Sinenhlanhla, who informed me that the registration fee I had paid would be used to cover the 10% cancellation penalty and that the full amount would therefore be retained. I accepted this explanation.

However, five days later, I received an email instructing me to download a refund form and submit it together with supporting documents. This contradicted the information previously provided to me.

As a result of this miscommunication, I was repeatedly sent back and forth between consultants. The continued lack of clarity and inconsistent communication caused unnecessary frustration and inconvenience. I was further assisted by Kamogelo Motimele, whose communication and handling of the matter did not resolve the issue and added to the confusion.

I am extremely disappointed by the level of service received, the lack of professionalism, and the poor communication throughout this process. I respectfully request that this matter be investigated and that clear feedback be provided regarding my cancellation and refund status.

I look forward to your urgent response and resolution of this matter.