Lack of Communication and Support During Critical Exam Period

I am deeply disappointed by the lack of communication and support I received regarding an urgent examination matter.

After receiving my exam slip, I immediately contacted the institution because I had a serious scheduling conflict and wanted to proactively request an alternative examination arrangement. I made multiple calls, sent emails, completed the required forms, submitted a motivation letter, and followed all instructions given to me.

I was in communication with a staff member from the examinations department who initially reassured me that he would assist and “see what he could do.” He guided me through the forms, explained the process and even told me not to worry. At one point, he informed me that I should expect a call from the examinations head because he was already sorting the matter out.

Based on these assurances, I continued to follow up consistently over the following weeks. However, despite repeated calls and emails, communication eventually stopped. Examination department was not longer answering you would be on a the line till it hangs up as no one answers and when I managed to reach someone, I was told that the department was busy with examinations.

As an online student, this response was extremely frustrating because students who study remotely rely entirely on administrative communication and support. It felt unfair to continuously follow up for assistance, only to receive no clear outcome while my exam date approached.

What has been most disappointing is that I only received a final response the day before the examination, where I was informed that my request could unfortunately not be accommodated. By that stage, there was no longer enough time for me to make any alternative arrangements.

I understand that examination periods are busy, but students also deserve timely communication, transparency and proper guidance…especially when they are trying to resolve issues proactively and in advance. I hope the institution improves its support and communication processes so that other students do not experience the same situation