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Denise V

1 reviews | Active since Oct 2018

04 Oct 2018, 14:23

Useless service

I am a tutor-center owner. I currently make use of Impaq-supp**** study material.

Learners that attend my tutor center are registered with Impaq and Sacai.

One of my learners fell very ill during June examinations, she was hospitalized and stayed in-hospital for nearly two months. This lead to her missing her June examinations. As her allocated invigilator, I submitted all necessary documentation to Impaq to exempt her from her missed exams. I sent it to the assessments department on the 22nd of June 2018. I received no response. I phoned them again on the 27th of August 2018, where Leticia Rodgers asked me to email the documents to her again directly, which I did. I know she received the documents because she rep**** to my email.

It is now the 4th of October 2018, I have phoned Impaq weekly only to be told that Leticia would phone me back. My learner is now failing term 2 because of Impaq's incompetence.

This is not the first incident I have had with Impaq. It is revolting how this company has no regards for our youth's future. They toy around with children's lives.

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Replies (4)
DV
Denise V's update04 Oct 2018, 15:38
Reviewer Update
Leticia from Impaq just contacted me by telephone. Impaq refuses to contact me when I leave my number because they are busy, but an hour after this complaint they can phone me back to clear their name. According to Leticia she did receive my documents, but her computer doesn't wand to open the documents. Is it not Impaq's responsibility to let me know that they were having IT problems for 3 months? Could she not have rep**** I have asked to speak to Leticia's supervisor. She told me to phone the Impaq number and ask for Ronel Rabie. Currently I have been on hold for 6 minutes. Apparently no agents are available. Impaq has the worst service that I have seen this year. Useless staff will see no consequences. They eventually put me through after 8 minutes on hold. Just to tell me I have to speak to Leticia again. I refused and kept demanding to speak to Ronel. Ronel listened to my complaint and asked me to send her everything AGAIN via email and to type out my complaint. I have again sent everything to Ronel and have attached the recording of our conversation.
Impaq Education
Impaq Education's reply05 Oct 2018, 11:33
Official

Good day Denise,

Thank you for bringing this matter to our attention, we sincerely apologise for the delay in response for the application for declaration of valid reason and understand the inconvenience it may have caused.

We believe that this matter has been resolved and that Ronel Rabie has supp**** you with the relevant feedback.

Kind regards,

Impaq

Best regards,

DV
Denise V's update09 Oct 2018, 11:00
Reviewer Update
This matter has not been resolved.
DV
Denise V's update09 Oct 2018, 11:06
Reviewer Update
I requested Impaq's complaint/Grievance procedure 5 days ago and NOTHING. Having a complaint procedure is required by law.