Formal Complaint Regarding Mismanagement and Unprofessional Conduct at CBD Student Residence

I had a deeply frustrating experience at the CBD student residence on 26 September 2025. I was assisting a learner with their scheduled pass-out, and the entire process was handled with unprofessionalism and a complete lack of transparency. Staff were unfriendly and dismissive, unable to provide a valid reason why the learner was not allowed to leave the premises. I was sent from pillar to post with no resolution, wasting valuable time. When I asked to speak with the manager, I was told I needed to make an appointment — despite the urgency of the situation and the fact that the learner was supposed to leave that same day. To make matters worse, I was told that payment for October was required before the learner could leave, even though: - Full payment for September had already been made. - The contract clearly states that October’s payment is due by the 4th. - It was still September 26. The most shocking part was that the learner was asked to leave their laptop behind in order to be allowed to exit — a demand that has no basis in any written agreement or contract. I was also told that “the rules have changed,” yet no communication had been sent to me or the learner about these changes. This experience reflects a serious lack of professionalism, poor communication, and disregard for both contractual obligations and basic respect for students. I hope management takes these concerns seriously and makes immediate improvements.