Careless "service"

Cancelled my daughter's enrolment with Impaq. Heard nothing for nearly two weeks. Six phone calls later, after insisting to speak to someone, I was put through to the cancellations department. Only to be told, I completed the wrong form - please note, the form was sent to me by Impaq - so, error on their side. Cancellation was promised to be processed, I have been enquiring since the end of April - NO RESPONSE whatsoever. 

Debit order went off end of April - starting to believe they gave me the runaround in order to collect an extra debit order. 

The first breakdown I received for cancellation, was R1000 odd. Now, I get an e-mail stating it is R4000, no breakdown and then had the audacity to ask me when payment will be made???? After the shocking service and leaving me hanging for two weeks, the first reply I get was also an insistence to pay?? I have not received a breakdown of how the cancellation fee was calculated, despite me requesting it THREE times already - legally, I am entitled to this. 

I really want to pay and get this done with, it has been a horrible experience to say the least, when we were at our most vulnerable. But I get NO answers or replies from them. In the cancellation form, it states "Grade 12 candidates must submit a SACAI deregistration form along with the Impaq cancellation form" - I was NEVER advised on this, I was told I still need to pay SACAI fees - which I understand, that was NOT my question! I asked about CANCELLING SACAI!! Yet to get an answer. It is so irresponsible from Impaq! It is Grade 12 for heaven's sake.

What is even more unsettling, and I am really starting to think they are purposefully trying to make things difficult, as today, I received my daughter's SACAI enrolment! We've cancelled. BUT. We live in the Western Cape, almost the furthest point - Somerset West. And they enroll her in Richards Bay???? In Kwazulu Natal? What a joke. Would take us 25 hours to drive there. Doesn't say much about their due diligence.

I am entitled to a breakdown of the cancellation fee, under the Consumer Protection Act (CPA), any cancellation fee must be reasonable and clearly disclosed. I request a transparent breakdown of the actual losses they have incurred that justify a 60% charge - under the CPA (section 5) this is not reasonable and may even seem punitive  I am owed a formal response regarding SACAI cancellation I am entitled to be treated just like every other paying client