About the case

A pair of siblings contacted us regarding a refund for a homestay that their provider had promised to arrange but had not delivered on. Upon the arrival of the two students in New Zealand, they were informed that the provider was unable to arrange housing for them despite the two students having paid for this service. The students managed to arrange their own accommodation but after waiting for over two months had still not received a refund of the money paid to the provider for housing.

How we helped

The iStudent Complaints Resolution Coordinator contacted the provider to help connect the students with the right person who could assist. Once contact was established with the correct person, a refund was issued to the students within a few days.


The students received the refund only 5 days after initially contacting iStudent Complaints.