Urgent: Unresolved Access Issue to Facilitator eBooks – Ticket #***

Dear lmpaq Support

I am writing as a parent of a student currently enrolled with Impaq. I made the payment for home education on 10 February 2025 and have received the student copies. However, I have been unable to access the Facilitator eBooks, which are essential for teaching my child.

I first reported this issue via telephone on my other number ***), and the agent assured me that the matter would be escalated. Unfortunately, nothing was resolved. During a webinar, I also raised this concern under the questions section and provided my child’s student number (87059), yet no action was taken.

On 4 March, I sent an email regarding this issue, and your team requested my login details, which I provided. Despite following up with calls, I have encountered rude agents who fail to assist me properly. One particular call lasted 33 minutes, during which the agent wasted my time and refused to transfer me to a senior representative.

This delay is severely impacting my child’s learning. For example, in Activity 1 (English), students are required to read a short story, which is only available in the Facilitator Guide—an eBook I still cannot access. Why am I being charged for resources I cannot use to teach my child? This is both unfair to me as a paying parent and to my child, who is being delayed in their education.

The subject specialist I spoke to assured me that she would ask an agent to escalate the matter, yet nothing has been done. My latest ticket reference is #***, and I demand an urgent resolution.

I expect immediate access to the Facilitator eBooks or a concrete update on when this issue will be resolved. Kindly treat this matter with the urgency it deserves.

Looking forward to your prompt response.

Sincerely,

Prominence Dube