Bukit Batok Driving Center review: The ‘rules’ set by bbdc booking system 1

Here goes the timeline:

14th Dec 2022: I tried to rebook my traffic police test after I failed the first one on 14th Dec 2023. I was told by a lady at the information desk that I need to book a practice before I can book for the actual test. I asked if there is anyway I can skip this process and got a Nonono reply.
I was then overseas after 16th Dec and did not manage to book any before that.
Jan 2023: I was trying to book traffic police test on February when I came back to Singapore.
The system prompt me that I need to book one practice lesson to book for test.

I tried to book for weeks to see if there is any leftover slots. Luckily after trying very hard, at 13:06 today (18 Jan), I managed to book lesson at 3:20pm and moved on to secure test slot on 22nd Feb. (yes you need to book test slot one month in advance too.)
I then wanted to cancel my practice at 13:20pm but the system doesn’t allow me to due to the rule that one practical lesson needed before test.

So I called at 13:17 and ask the customer service to help me cancel. However, the lady just gave me a perfunctory response and said the lesson was with in 2 hours. So it cannot be cancelled or try-sell and hang up. (But it was not with in 2 hours).
I called in again 10 minutes later to ask if they can manually help me with it again. Another lady called in a gentleman to answer my call. The gist of his idea is that, I should not be booking a lesson knowing that I’m not able to attend. I should have sought help from them. They can assist me in re booking test slot as well as practice lessons.

This entire process is very frustrating.
I understand that due to the pandemic, the queue for BBDC is super long and I followed the rules set by them. As a result, it took me more than one year to finish my first test. I had to renew my membership for an additional 2 months to book practice slots. The second test would take another 5 month for if I were to follow the rules again. Yes, the next available practice slot is in May. So I can only book that and wait for the test one to two month later. The information counter and phone call offered no help when I was seeking for help to book driving test or cancel or try-sell the practice. Yet they implied that it’s my fault to book for lessons I can’t attend and did not ask for help from the info counter. The truth is that I did, but nobody helped.