SHATTERED! Terrible service

I'm at a loss of what to do and beyond frustrated! I don't usually complain about much and I don't give lousy service a hard time but this is ridiculous! My mom sent through my application for my B.Ed Foundation Phase to Embury late November (she had to do the application because she's in NZ and paying for the course) and we hadn't heard anything since. I got into contact with various people from Embury in January and no one could help, the student advisor allocated to us didn't bother to email us despite the various emails we both sent. My fiance saw my frustration and decided we needed to go there - we are both teachers and work until 5pm so a Saturday is our only option. We went to the campus today and walked past multiple offices, we were visibly lost on where to go yet no one left their air conditioned offices to offer assistance. I eventually asked a lady and she pointed me in the right direction...after speaking to a lady in the distance learning department I learned because I am a returning student my application should of been sent to her department yet it hadn't - the student advisor was meant to transfer it and didn't. The lady proceeded to say we should of come in the week as she can't resolve it without the necessary staff being there, I understand that, BUT my fiance contacted Embury on Friday prior to us going there to ensure the right people would be there to assist us and it was confirmed hence why we went on our weekend to try and sort this out. If it was possible for me to come in the week I obviously would of but I am a pre-school teacher (hence my choice in degree) and don't believe I should lose a days pay when I'm willing to pay private institution fees over going through an institution like UNISA because I would assume a private institution would be more on the ball and willing to assist. I'm going through the distance learning program, that choice in itself shows I don't have the time to visit campus whenever I wish. Hopefully I'll be contacted on Monday and this issue will be resolved, the lady did take down my details and said she would try to resolve the issue (and hopefully she can fix the opinion I currently have about the institution) because at this point I would rather complete my degree via UNISA!!!!