Incorrect Billing on School Fees Statement

Last month, I received a school fees financial statement that included an incorrect charge for stationery. Since I had already provided the required stationery to the school, I raised a query with the Debtors Team to have this charge removed.

I was advised by Paulinah Shabangu and Lisa Mudzingwa to contact the school directly. However, I believe this is a financial matter that falls under the Debtors Team’s responsibility and should be resolved by liaising with the school to verify the information. Unfortunately, this has not been done, as I continue to receive an uncorrected statement.

Despite providing the necessary details, including the specific Royal School and grade, the issue remains unresolved. As the Head of Collections, Lisa Mudzingwa should have recognized that this is an internal matter for her team, not the parent, to address. However, I have yet to receive any feedback on the progress of my query.

I am disappointed with the lack of customer service and follow-up. It raises concerns about whether communications from top-level management are being acknowledged and acted upon. I sincerely hope that this matter will now be handled by someone who is committed to effective problem-solving.

Based on my past experience, I am confident that if this issue had been escalated to D. Hansungule, it would have been resolved within 24 hours. She has consistently demonstrated professionalism in handling academic queries and ensuring proper communication and feedback.

I urge the Debtors Team to address this matter promptly. The current service level is unacceptable, and I expect immediate corrective action.