Money Paid No Service Rendered

I app**** for exemption in 2019, action was required from the University but due to the University delaying my application was closed with no refund. I then had to reapply this year which I have not been able, I tried phoning it doesn't help as you stay for 50min on the line waiting for an available operator. I wrote an email for assistance on the 1st of February for them to assist on how to do a reapplication. I am still waiting for a response. This is a paid for service.