Transfer

I tried to make a transfer from varsity college to another institution I went to campus but I didn't not get the help I needed, instead they just gave me a letter and told me to make use of vc assist, I tried to do it online but the first step is filling in the student number and mine keeps says invalid I've been trying to call the school since I stay far and can't go back to campus, but they keep putting my call on hold and also they told me that they will get back to me I am really concerned because I really need to start going to school but this is affecting me