Poor handling of disputes

I had a very frustrating experience dealing with a Manati representative this morning regarding a complaint I had previously raised with Velelwa Mfobo at Eduvos concerning a refund. I usually receive very professional interactions with Manati representatives but not this morning.

The call quality was poor, and I struggled to hear the representative properly. Despite this, she was contacting me in relation to the complaint I had submitted about Eduvos and the handling of my refund process.

What was most disappointing, however, was the manner in which my concern was handled. Instead of addressing the issue professionally, I was told that I should not have taken the loan in the first place. This response was dismissive and unhelpful, especially given that my complaint relates to the fairness and transparency of how funding arrangements are structured between Manati and educational institutions such as Eduvos. The lady should remember she is employed because of people like me, who need Manati services, arrogancy wont take her anywhere, I wished I was able to pick up her name, but she was a coloured lady.

My concern is not about my decision to take the loan, but about the lack of clear communication regarding upfront settlement arrangements at Eduvos and we are being billed on monthly basis and how refunds are processed through Manati rather than directly to sponsors. These are important details that should be clearly explained from the outset.

Many clients rely on Manati for funding because they are unable to access NSFAS due to studying at private institutions. For this reason, I expected a more professional, respectful, and solution-oriented approach when raising concerns.

Instead, I felt dismissed rather than assisted, which was extremely disappointing. I hope greater care is taken in future when handling client queries and complaints.