1 reviews | Active since Sept 2022
Account TFC54273- refund
I'm very disgruntled at the accounts department at Teneo, why does anyone have to report your incompetency on review sites to get your attention????? We've been sending emails to you since the 27th and eventually logged a ticket on the family portal on the 7th March and still getting nothing from you apart from the below automated email we received. My husband has been trying to get our refund by calling and WhatsApp chats, with no success.
This department is tarnishing the school's reputation and this needs to be addressed, it potrays a lot of incompetency due to poor/lack of customer service, NO COMMUNICATION WHATSOEVER!! I've really been dreading to post a bad review on Teneo, but I'm left with no choice and need someone to resolve our query, so my children can get the assistance they require elsewhere.
Teneo Education Thu, Mar 7, 9:55 AM (5 days ago) to me
Good day,
We have escalated your query to the relevant department for assistance. Please note that when multiple tickets are logged for the same issue, they will be closed as this may result in a delayed response time.
Kind regards
Teneo Team
We are investigating your case and will contact you soonest. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating.
Yours sincerely
Teneo Education
We are investigating your case and will contact you soonest. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating.
Yours sincerely
Teneo Education