Poor service

I have requested refund from Rosebank because school fees was paid before 28February.Since February but I had to make follow up because it was quite.the lady surname Lesiba tried by all means to forward my email to relevant people.

Then I was told to forward all necessary documents for refund.i did that now it's March but it's quite.3days before I made follow up because no one update me m in a dark cloud.

Can the service from Rosebank improve because their commutation in some department is not good.

Refund department is quite no update.can I get update pls

Thanks you