Nightmare getting assistance with refund process

They are very quick to take your money, but slow to respond to queries. They will send you from pillar to post. My son was a student at their Polokwane campus, he has finished his course and I overpaid in his fees. Getting someone to assist me with applying for a refund is a nightmare. Everyone is just too busy to assist. I don't even know how many times someone has taken my number, with a promise that someone will call me back. Since beginning of May to date, nothing. The last straw was today when I spoke to an impatient lady by the name of Sikhombisile. She was just rude, no customer service etiquette at all. I hear her talking to some guy by the name of Sibusiso in the background, he does not want to take my call (citing network issues). By the way, I am listening to their conversation. Yoh, guy, is it too hard to get someone to assist with the refund proces?