Is the OU always this awful?

[pinkingshears]

I wanted to take an introductory course. Called up to ask re hours as I am a DWP appointed Carer & this and UC have restrictions on study. Told 'actual hours or the hours we put on the form or the hours we put in our own data?' Eh? I call back next day and am given 3 different sets of hours (I'm in Scotand, overflow meant I was re-routed to English call centre). Three weeks to get evidence to send to UC. So, I am up against it to Register. Go for the fast track on basis can change to standard track if needed. 3 days later call back: 'NO'

So, I sign up, (last day avail) for the fast track course.
Anyway, I do my first TMA and get 79%. I have a really nice Tutor. All good.
Then my son becomes seriously ill (in IC) I have an extension but son still too ill.
My Tutor suggests I apply for a Deferral and says I can transfer my TMA.
I do apply. I am told I must apply for a funding credit. I do so. 'Not enough evidence' I have supplied a letter from Ds Consultant and a list of appts I've had to attend. I cannot supply more and it's also another adults (Ds) info so not ideal.

Yesterday I get an email to say, sorry, they lost my Deferral application in the system. I have to either Withdraw or Defer by today, (but they will extend until Monday) otherwise I'm marked as a FAIL. Only, they would like some more into re my son's circumstances re future funding - can I supply? I say NO as I said. And how can I decide to Defer by Monday if I have no decision about Funding? Autoreply (10 days for them to reply)

Clearly I've been slightly unlucky but how can they be this unhelpful?
Ds was thinking of studying with OU when he felt better but its put him right off.

Contact the OU student union or advisers, and put in a claim for mitigation ASAP.

Yes, they always are this awful. DH did a postgrad certificate with them - was planning to do a full MA but left after a year due to this sort of thing.

@ParmaVioletTeablimey! Thanks, I'd never thought of that! I'll call them tomorrow x

@LemondrizzleSharksorry to hear that. My Tutor was just wonderful but the admin side is rubbish. I was also slightly surprised to be asked for GP letters, Social services letters or other evidence for a short course. My GP charges £90 and takes about 8 weeks to do a letter (Ds had to have one re his actual degree) When I pointed out about GDPR I got an email reply to say: 'don't worry, we won't share your adult sons confidential medical details, but we do need them. Er, no, you don't, you already a Consultant letter. Crazy.