Denied access to write

My eldest son had a great experience with Varsity college, which can not be said for my youngest. He is a second year student that is frustrated with the lack of communication or any kind of help. Today he turned up for an important test and was denied access to write it. He was not able to write at the correct time due to illness and failed to register for the re-take. Last year this was not a problem (easy online system) This year there are two online systems running and neither work correctly. Having failed to navigate to register for the re-take and asking on two class groups (who both told him he could just go and write) he was denied access to write it. So now he will have to pay again to repeat the module. How is this in anyway helping your students? Moving campus, changing systems, online classes via voice only, it's a total mess and not at all the supportive private institution that is it meant to be.