1 reviews | Active since Feb 2018
Horrible payment experience for new parent - really frustrating and stressful
Good day,
I feel extremely frustrated that since the beginning of January I have been struggling to get a correct payment link from you and being new to Teneo, I have been sent to every platform to state my query however no one has assisted me to resolve this issue. Last month I paid the fees of R3100 for my son although his fees are supposed to be R2100. He is enrolled in FLEX and not REAL TIME PLUS.
This month again I have received the incorrect link - I have whatsapped, I have logged a query on the family portal, tried calling several times, emailed more than 20 times and still no help. I have a credit due with you now as I had no choice but to pay the larger amount last month but I do not have the extra money to pay more than I am supposed to this month. All I am asking for is to be sent the correct payment link for R2100 and NOT R3100 as my son is doing FLEX and for my credit to be refunded or used towards the fees of this month.
I don’t need to change his course as he is already enrolled in real time FLEX and NOT real time PLUS so please do not send me a link to change his course. You can confirm that he is currently doing real-time flex with Leoni Van Niekerk who assisted with his enrolment and I can clearly see on the school plate-form that he is doing FLEX!
Please do not send me to another platform as I tried them all and no assistance has been granted. I logged queries on the family portal in January already and those tickets are still very much open I have not received any response from anyone at to Teneo and this is very time consuming to have to keep following up and begging for a response.
I need this sorted to pay the fees PLEASE!!
Unsure of what more I can do, as a new parent in Teneo this experience has not been very pleasant.
I look forward to a response PLEASE!
We recognise that some parents may have experienced slow responses to support queries during the high traffic period at the start of the school year. We launched our expanded 2023 academic offerings along with new tuition fees pricing and payment options. The response has been phenomenal, and due to the high demand, we experienced exceptionally high admissions volumes and all our admissions, enrolment, support and academic teams were inundated. Simultaneously, we upgraded all our core enrolment systems resulting in teething problems during implementation, and the temporary technical issues experienced, combined with the high admissions volumes, led to unprecedented inbound support queries via multiple communication channels including email, Whatsapp, phone, real-time video chat, and appointments. In many cases parents logged duplicated identical queries via all these channels simultaneously. The demand placed on our staff to respond to the unprecedented volume of queries from new and existing parents was significant and resulted in delays in some responses. To improve parent support query resolution, we implemented a new support platform called the Teneo Family Portal enabling efficient and timely resolution of all types of support queries.
Sincerely
Teneo Management
We recognise that some parents may have experienced slow responses to support queries during the high traffic period at the start of the school year. We launched our expanded 2023 academic offerings along with new tuition fees pricing and payment options. The response has been phenomenal, and due to the high demand, we experienced exceptionally high admissions volumes and all our admissions, enrolment, support and academic teams were inundated. Simultaneously, we upgraded all our core enrolment systems resulting in teething problems during implementation, and the temporary technical issues experienced, combined with the high admissions volumes, led to unprecedented inbound support queries via multiple communication channels including email, Whatsapp, phone, real-time video chat, and appointments. In many cases parents logged duplicated identical queries via all these channels simultaneously. The demand placed on our staff to respond to the unprecedented volume of queries from new and existing parents was significant and resulted in delays in some responses. To improve parent support query resolution, we implemented a new support platform called the Teneo Family Portal enabling efficient and timely resolution of all types of support queries.
Sincerely
Teneo Management