MAKING ME PAY FOR CONCESSION

I was granted a Concession opportunity and received a letter saying that this opportunity is granted at no cost to the student. When I completed the portfolio assignment I was then billed the sup exam fee for the concession. I did not write a sup exam. When I phoned the finance department on Wednesday last week the first person I spoke to was completely incapable and said that he would send me a refund form which I still have not received. The second person I spoke to on Monday this week tries to convince me that you do pay for concession when I have a letter from the exam department clearly stating that it is at no cost to the student. I sent him the letter. He then gives me the number of the exam department as I apparently redundantly have to get another letter from them. This department does not answer the phone. When someone eventually does answer I get given another number which is also never answered for two days. Its appalling how quick UNISA is to ask its students for money, but when it comes to giving back when they are wrong we must sit for hours listening to phones ring with no answer. I have sent a letter to the exam department as well. RIDICULOUS AND APPALLING.