Balance Dispute

I recently had a horrific experience with a employee at the University by the name of Ms Kefilwe Molefi from Centre for App**** Information and Communication. Customer service was very poor and unprofessional on 25th November 2019. I was studying a short learning programme , Basic Archive and Record Management (BARM) with UNISA in 2015. However I had defaulted on my payments in 2015. I had relocated and my proof of payments had been misplaced during the process of relocating, I called the University requesting a statement showing my current outstanding balance and Ms Kefilwe Molefi quoted “It’s not my fault you don’t have proof of payments and the only thing I can help you with is an invoice/report I WILL NOT GO to archives and search for payments that were made in 2015 it’s a lot of work.” This was totally unprofessional and she was very rude, what steps are being taken to ensure that as a student we get the help we require and what is management doing to prevent this from happening.