International student in Japan promised 2-person room, but actual hostel has 4 people per room and 12 people in one apartment

My brother-in-law recently came to Japan as an international student through a Nepal consultancy.

Before coming, he was told the hostel would be 2 people per room. He already paid around 6 months of hostel fees upfront before arriving in Japan.

But after arriving, the actual situation is very different:

– 4 people are living in one small room

– around 12 people are sharing one apartment/flat

He says it’s difficult to sleep, study, and live comfortably in this environment.

He’s also shy and nervous about speaking Japanese, so he doesn’t know how to properly talk to the school or ask for help.

We’re wondering:

– Is this kind of overcrowded student housing normal in Japan?

– Is there any place to consult about misleading promises by agencies?

– Would talking to the school or calling 188 help?

– Has anyone experienced something similar?

Any advice would be appreciated.