1 reviews | Active since Jan 2024
Disappointing service and assistance
It is sad the level of service you receive from administration and accounts department. I have been with Teneo for 4 years and this year they are not interested that I requested an invoice to have the Trust pay the fees for my daughter to attend. From the 9th of January 2024 to date they can not give me this. I have logged a ticket on the family portal, emailed support, account, help. I called I sit in zoom meeting for 3 hours plus and the same answer they working on my request and management will call me but nothing. After waiting for 3 hours in the zoom meeting today which I requested to join at 14:00 you end the meeting with no one answering and assisting me this is so wrong from Teneo we are treated like s****s this is going on since 9 January 2024 to date no invoice. On Monday this week Jaqueline said the manager will call me prior to this week I was told the same when I call in. On Wednesday Kyle told me but the end of that day he will give me feedback but no nothing just empty promise.
Will I be getting an invoice or will you’ll not be accepting my daughter this year as it is 2 weeks she is out of school.
How do we communicate effectively with Teneo?
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. 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.
We are investigating your case and will contact you soonest. 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. 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.
Yours sincerely
Teneo Education
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. 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.
We are investigating your case and will contact you soonest. 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. 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.
Yours sincerely
Teneo Education