Bad Customer Service and Horrific Enrollment Process

I have a twins Olerato and Lesedi who are turning 6 next year, going for grade 1. I took it upon myself to research and find a school and i felt a liking after having googled and read about Spark Schools, i even went to two of the Schools, Centurion and Carlswald as those were the two i was interested in and would have liked for my twins to attend.

The treatment at the schools was good as they were both welcoming, particularly centurion as i went there during open day. I also went to Carlswald and was happy.

My nightmare begun when i had to start with my application process, having to deal with the people at their registration offices. I app**** online as per procedure, and when that was done i received prompts reminding me to upload the necessary documents as well as R 2500 for each child to secure my children's enrollment. I did exactly as per instruction, loaded docs and paid R 5000 towards the school account and emailed everything through. Through to my dismay, after having comp**** i never received even an acknowledgement letter from the registrar that my dos were received or rather an update in terms of my application.

I then took it upon myself to call and see as to how far along is my application and to find out if all docs were received. I spoke to Katlego, who then told me that my 1st choice which was Carlswald was already full and asked if i have a 2nd option and i told him Centurion will do. Katlego then confirmed that Centurion still had space and he confirmed receipt of all docs and proof of payment for the twins. He then said he will then forward all docs to the school of choice being centurion and will then add them on a waiting list for Carlswald as that was my 1st choice. Katlego then said they will send me a contract to sign and it will have all the necessary information. After that encounter a week passed without hearing from them, i then received a missed call from the registrar i called them back the very day. I spoke to Katlego at the time who didn't know who might have called as they never left a message. Katlego then said he will follow up and get back to me, which he didn't because a week later, i called him again. He gave me the same story of following up and getting back to me, yes it didn't happen he never called back. I then called a week later spoke to a lady her name was Minenhle, who also did the same thing as Katlego, i guess that is how they operate, like organisations that **** people, never taking full on responsibility, I told her i have been told we will get back to and no one ever does, She promised to do that, yes she never did as well.

A week later i called and i was helped by a coloured guy whom i never got his name and i told him my plight and told him i refuse to put the phone down to be told i will be called, he must tell me what is happening. after having paid, emailed, called i was told there is no space for my children, they will put them on the waiting list, its cut off date is Feb 2018, meaning i have to go on without knowing if my kids will be in school next year while waiting on some bogus waiting list. I told him that is madness as i was furious, as i had to do all the following up. I told him i want my refund. He told me a list of things i have to send through before getting my refund.

I sent yet again docs for my refund, still no communication as to acknowledge receipt. I called them again, seeing that they are not in the business of communicating with their prospective customer,s only to be told that they received the docs and have processed however it will take 14 working days before i can get my refund.. OOh and another thing Mrs Phora you will only receive R 2100 per child cause the R 400 registration is non refundable, i was shocked and livid with anger as to what registration are you talking about???I practically followed up every step of the enrollment process, downloaded forms, used my resources, emailed, paid, called to follow up and now i pay for a registration that never happened and you are the one's that said there is no space for my kids why must i then suffer because you were not honest in your dealings with me.

I am asking myself how many parents a awaiting response or think by depositing the R 2500 secures space for your child only to find that it doesn't instead they will rob you of R 400 after failing to meet their side of the bargain.

I am really disappointed at they way the school does its things and promising while being fully aware that they will not be able to deliver. I want my entire R 5000 as i am writing this i still need to find a school for my kids and need that amount to secure their place at a school where there is honesty and transparency..

Sparks Schools, i am really furious and i regret ever thinking that are a noble and credible organisation.

Mrs Phora