Refund Delay and Unprofessional Conduct

I am formally expressing the dissatisfaction with the handling of my refund request and the level of service I have received from your staff.

My sister was pressured by a staff member, Shalati, into paying a registration fee of R4,000.00 despite us advising that Manati would be covering the registration costs. Shalati nevertheless insisted that payment be made. The registration fee was subsequently paid and later covered by Manati, which resulted in us requesting a refund for the amount paid.

This matter was previously escalated through Manati, who attempted to assist in resolving the issue, unfortunately without success. More recently, I have been corresponding with Abedha Allibhai via email regarding the refund request. I found her communication to be dismissive, condescending, and unhelpful. Rather than assisting with resolving the matter, her responses focused on suggesting that I had failed to follow the correct refund procedures.

As a customer, I find this level of service unacceptable. Not only has there been a significant delay in processing the refund, but the manner in which my concerns have been handled has added considerable frustration to an already unresolved matter.

I respectfully request that a Debtors Clerk contact me as a matter of urgency regarding the status and processing of my refund. In addition, I ask that management review the conduct and customer service standards of the staff members involved, as their approach has been unprofessional and has reflected poorly on your institution.

I trust that this matter will be addressed promptly and that I will receive a response outlining the next steps toward resolving the refund request.