Poor service and lack of communication

I decided to enroll my son in UCT high school for the 1st time and he was coming from a model c school ( in person) and I'm pretty shocked at the level of service that I have received. They are quick to take your money and register your child and follow up on all pending application but when asking for assistance and or just honoring their turn around time is something else. I selected a wrong 1st additional language for son who is Zulu and had done Afrikaans in a previous institution because that the only language that was available, he did not do well in. In primary school he did do isiZulu. I first sent out an email to admin to which they only responded days after, to provide feedback, then I did follow the process of requesting online. They said their turn around time is 10 days. Its been over 10 working days and decision has not been finalized! this is soooo frustrating!!!! why enroll more learners if this will cause you to lack/ drop the ball on your promises and your standard TAT. No communication or what so ever, I only received feedback when I enquired, other than that they don't care! Professionalism is at it pits, no proper SOP