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abakker A
1 reviews | Active since Aug 2017
08 Apr 2020, 14:17
Unacceptable business practices
I registered for a two year financial management course. When I tried to log into the ican portal to complete my assignments, it said invalid login. I tried reseting my password but received no email or sms with a reset link or password. I finally emailed *** and was told that I have been suspended from accessing the portal. The reason provided by an unbelievably rude lady called Lebogang : because I haven't been submitting my assignments according to their schedule. 1. The course states it has a minimum of 12 months and a maximum of 24 months for completion. I am still well within the 24 month period. I have never missed a payment so my account is up to date. 2. The course states that the scheduled time line for aasignment completion is a mere guideline, it is not compulsory for the student to follow. As long as all assignments are completed within the 24 month period everything is in order. If I was suspended from the portal AFTER the 24 months, all good and well. If I was suspended due to non payment, all good and well. But to suspend me from the portal when neither of the above is applicable? Absolute nonsense!
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Replies (4)0
Replies (4)
iQ Academy South Africa's replyOfficial
08 Apr 2020, 15:03Good day Miss A Bakker
We would like to apologize for your negative experience that you have received from one of our consultants. This has been address, with regards to your iCan portal access this is a feature that was enabled where user access will be paused due to no activity. We have put in a request with the relevant department in order for your access to be granted and you will receive an SMS notification with your user details.
Kind Regards
IQ Academy
We would like to apologize for your negative experience that you have received from one of our consultants. This has been address, with regards to your iCan portal access this is a feature that was enabled where user access will be paused due to no activity. We have put in a request with the relevant department in order for your access to be granted and you will receive an SMS notification with your user details.
Kind Regards
IQ Academy
iQ Academy South Africa's reply08 Apr 2020, 15:03
Official
Good day Miss A Bakker
We would like to apologize for your negative experience that you have received from one of our consultants. This has been address, with regards to your iCan portal access this is a feature that was enabled where user access will be paused due to no activity. We have put in a request with the relevant department in order for your access to be granted and you will receive an SMS notification with your user details.
Kind Regards
IQ Academy
We would like to apologize for your negative experience that you have received from one of our consultants. This has been address, with regards to your iCan portal access this is a feature that was enabled where user access will be paused due to no activity. We have put in a request with the relevant department in order for your access to be granted and you will receive an SMS notification with your user details.
Kind Regards
IQ Academy
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abakker A's updateReviewer Update
08 Apr 2020, 15:08It is ********* to suspend student access before the course maximum period has lapsed. Although you have apologized for the rudeness of your consultant, you have not apologized for IQ Academy's ********* behavior.
And it is an absolute shame that you as a business would rather have a customer complaint online rather than just provide good customer service from the get go.
And it is an absolute shame that you as a business would rather have a customer complaint online rather than just provide good customer service from the get go.
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abakker A's update08 Apr 2020, 15:08
Reviewer Update
It is ********* to suspend student access before the course maximum period has lapsed. Although you have apologized for the rudeness of your consultant, you have not apologized for IQ Academy's ********* behavior.
And it is an absolute shame that you as a business would rather have a customer complaint online rather than just provide good customer service from the get go.
And it is an absolute shame that you as a business would rather have a customer complaint online rather than just provide good customer service from the get go.
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abakker A's updateReviewer Update
08 Apr 2020, 15:27 I just logged in and my marks for module 1 and module 2 has "disappeared". It shows that I have not even attempted the assignments
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abakker A's update08 Apr 2020, 15:27
Reviewer Update
I just logged in and my marks for module 1 and module 2 has "disappeared". It shows that I have not even attempted the assignments
iQ Academy South Africa's replyOfficial
09 Apr 2020, 12:12Good day Miss A Bakker
For security purposes, should a student not utilise the iCan platform for a period of time, we have implemented measures which locks the iCan account. This we do not believe is ********* behaviour and believe it is more to protect ourselves and well as the student’s personal details.
If a student does at some point want access to iCan, we have no problem unlocking the system for the student to continue with their studies.
However, I accept that you believe that we have behaved *********ly and apologise for this. It is not our intention to come across as *********, in fact we believe that our actions are of an ethical nature and we have the best interest of our students at heart.
As mentioned in the previous response, the agent who provided you with poor service has been dealt with. I would like to assure you that excellent customer service is top priority for iQ Academy and any agent not living up to this standard is dealt with in the harshest of ways. So again, I would like to apologise for the poor service.
With regards to your results on iCan, This has been assigned to our IT department to rectify.
Kind Regards
IQ Academy
With regards to your results on iCan, This has been assigned to our IT department to rectify.
Kind Regards
IQ Academy
iQ Academy South Africa's reply09 Apr 2020, 12:12
Official
Good day Miss A Bakker
For security purposes, should a student not utilise the iCan platform for a period of time, we have implemented measures which locks the iCan account. This we do not believe is ********* behaviour and believe it is more to protect ourselves and well as the student’s personal details.
If a student does at some point want access to iCan, we have no problem unlocking the system for the student to continue with their studies.
However, I accept that you believe that we have behaved *********ly and apologise for this. It is not our intention to come across as *********, in fact we believe that our actions are of an ethical nature and we have the best interest of our students at heart.
As mentioned in the previous response, the agent who provided you with poor service has been dealt with. I would like to assure you that excellent customer service is top priority for iQ Academy and any agent not living up to this standard is dealt with in the harshest of ways. So again, I would like to apologise for the poor service.
With regards to your results on iCan, This has been assigned to our IT department to rectify.
Kind Regards
IQ Academy
With regards to your results on iCan, This has been assigned to our IT department to rectify.
Kind Regards
IQ Academy