Debtors department not so keen in recouping their monies

So, I was a part time tuition student with Rosebank college and graduated in May 2018. I could not receive my degree certificate during the graduation however and this is because i was owing tuition fees. I ma now looking to pay off the outstanding amount on a monthly basis and was advised by my campus to make contact with the Advtech head office seeing a my account had already been handed over. I was advised to communicate with either Karen Lotts or Elliot Pooe, I contacted Karen and besides using text lingo on email she has not been forthcoming at all in terms of assisting me. She takes hours on end to respond. I would think that any debtors department would be happy to receive their monies from debtors?? What a horrid experience. Nonetheless Kudos to my campus for taking it upon themselves in assisting me.