A Tale of Two Departments: Incredible Service vs. Total Silence

I am writing this review to highlight a massive discrepancy in service at SACAP.

On the one hand, I had the absolute pleasure of dealing with Shandre Barends. After applying on 16 January and following up on the 23rd, Shandre was a total breath of fresh air. He is a consummate professional—knowledgeable, passionate, and genuinely helpful. Even when my daughter found a space at another university and I had to request a refund on 28 January, Shandre handled the transition with grace. He immediately sent the refund forms, which I completed and returned.

However, once the process moved to the Students’ Accounts Department, the experience turned into a nightmare.

Since Monday, 23 February, I have been trying to reach anyone in Accounts. Every single call results in the same excuses: they are "in a meeting," "unavailable," or "have finished for the day." For five consecutive days, I have been unable to get a simple answer to three basic questions:

Has my refund request been received?

Has it been approved?

What is the expected date of payment?

It is deeply disappointing that the hard work and stellar reputation built by staff like Shandre Barends is being undermined by an administrative department that appears to have no interest in client communication. I held SACAP in the highest regard and was excited to refer others, but this past week of being ignored has completely soured that sentiment.

SACAP Management: Please look into the lack of responsiveness in your Accounts Department. I am simply looking for a status update on my refund.