Appalling service from Accounts/Finance Team

This institution only cares for money and has no sense of ensuring positive customer experience. They fail to extend a mere apology for inconveniences such as struggling to get hold of them and the subsequent delays in response to e-mails, then they top it off by completely disregarding your actual request and answering a question you didn't ask (telling you the obvious and ignoring your actual questions). They lack empathy and seemingly hire people with no sense of professionalism, perhaps it's students who intern for the school as well? They are very unprofessional. However, I must say the general queries line has some sensible beings, perhaps because they only transfer calls...but they deserve a compliment, though their actions may seem basic, their finance/accounts team makes them seem like super stars to us the clients. C Chauke and Lucia, get some training on customer service and business writing, with focus on written communication to customers.