Pathetic service for a "private institution"

My experience with the institution as a first year student was horrible,specifically the service I received from the security guard on the 11th floor, he from my eyes was utterly rude in asking me questions which seemed like he was mocking me infront of other students especially after I mentioned that it is my first year. I did not expect to receive service like that as you are a private institution. My purpose of going to the 11th floor was after 3weeks of my registration I still have not been able to log into my student portal,where as other students that registered after me are able to log in and attend class, I have now missed an entire week of class due to not knowing my time table and I've raised this to different sectors in the school and they are giving me a run around. I would truly appreciate your response as well as ensuring that quality service by your staff will be looked into.