Unhappy with services

My daughter Mikayla was supposed to write her exams last year December 2022 but the portal was closed and she mailed for assistance and no-one replied and due to no correspondence she could not write and she was informed to re-write in February 2023, but there is a fee to be paid which I do not agree as it is not her fault. She tried going on the portal once again now in February, but with no luck. I am very unhappy with the service delivery because I paid in full. I feel robbed because Tracy promised to assist, but to no avail. All this waiting is just delaying Mikayla in so many ways. If this is how International Hotel School is treating clients than I would rather they reimburse me so that I can go search for a school that stands on their word and not just make empty promises