MW
Melanie W
1 reviews | Active since Feb 2023
06 Feb 2023, 07:37
Lack of trust in school
Teneo has become a very frustrating institution to deal with. And have grown beyond their means. Matrics this year 2023, are becoming very anxious as Teneo keeps changing payment portals, and there is zero communication or access to anyone at Teneo to talk through our questions. No account statements are available, payment links are send out late, threats of being dropped from school if payments are not made on time, no access to EFT anymore. No one to physically speak to, and people at Teneo keeps resigning. I am very disappointed in Teneo and don't see a bright future for this school if this carries on
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Teneo Online School's replyOfficial
03 Apr 2023, 09:49 Hello Melanie
We expanded the payment options for tuition fees to include debit/credit cards and secure EFT via Paygate. We acknowledge there have been some teething problems in the implementation of the new payment systems and the technical issues experienced resulted in support queries. Those technical issues were quickly identified and fixed and we have been focused on resolving all support queries. We are pleased to confirm that the system upgrade is complete so customers will not experience these issues again. The significant upgrade to core enrolment systems at the end 2022, which was necessitated by the launch of our expanded academic offerings for 2023, resulted in Teneo straddling two multiple systems simultaneously, with new tuition fees pricing and payment options and made account reconciliation challenging causing some delays while we migrated systems. As a result, in some cases we have deliberately delayed the sending out of payment links for tuition fees in order to be sure that the payment links will work seamlessly, and that student account balances are correct.
Some specific challenges that affected payment links include:
Bank duplicate charges - a technical problem due to a bank related batch processing error within the processing bank resulted in the duplication of transactions processed by the Bank on behalf of Teneo customers. Shortly thereafter, the bank confirmed that an interbank process was invoked to reverse the duplicated transactions.
Bankserv downtime - Bankserv, which provides for the clearing of interbank payments, was down multiple times affecting all Bankserv customers ability to make payments and causing error messages and failed transactions via Paygate.
Payment Solutions Provider system issues - parents attempting to pay Teneo via SiD Secure EFT have encountered failed payments due to a problem with a coding error on the Payment Solutions Provider’s end. There are other reasons for failed Paygate transactions - please see list below for some common reasons why card payments sometimes fail.
Direct payments - despite our communications to customers only pay through Paygate, many existing 2022 parents continued to pay directly in into Teneo's bank account, which resulted in a continuous accounting reconciliation problem in trying to match all incoming EFT payments with the respective parent's accounts in order to update and show accurate account balances on the new enrolment platform for each parent so that correct payment links could be sent out.
See below some common reasons why card payments sometimes fail:
User did not authorise via 3DS in time (i.e. OTP)
User has insufficient funds on their card.
User has exceeded daily account/card limits.
Cards are not enabled for online payments.
International cards are not enabled for ZAR transactions.
User entered their details incorrectly (i.e. cvv, expiry dates, etc).
User card expired/cancelled.
Sincerely
Teneo Management
We expanded the payment options for tuition fees to include debit/credit cards and secure EFT via Paygate. We acknowledge there have been some teething problems in the implementation of the new payment systems and the technical issues experienced resulted in support queries. Those technical issues were quickly identified and fixed and we have been focused on resolving all support queries. We are pleased to confirm that the system upgrade is complete so customers will not experience these issues again. The significant upgrade to core enrolment systems at the end 2022, which was necessitated by the launch of our expanded academic offerings for 2023, resulted in Teneo straddling two multiple systems simultaneously, with new tuition fees pricing and payment options and made account reconciliation challenging causing some delays while we migrated systems. As a result, in some cases we have deliberately delayed the sending out of payment links for tuition fees in order to be sure that the payment links will work seamlessly, and that student account balances are correct.
Some specific challenges that affected payment links include:
Bank duplicate charges - a technical problem due to a bank related batch processing error within the processing bank resulted in the duplication of transactions processed by the Bank on behalf of Teneo customers. Shortly thereafter, the bank confirmed that an interbank process was invoked to reverse the duplicated transactions.
Bankserv downtime - Bankserv, which provides for the clearing of interbank payments, was down multiple times affecting all Bankserv customers ability to make payments and causing error messages and failed transactions via Paygate.
Payment Solutions Provider system issues - parents attempting to pay Teneo via SiD Secure EFT have encountered failed payments due to a problem with a coding error on the Payment Solutions Provider’s end. There are other reasons for failed Paygate transactions - please see list below for some common reasons why card payments sometimes fail.
Direct payments - despite our communications to customers only pay through Paygate, many existing 2022 parents continued to pay directly in into Teneo's bank account, which resulted in a continuous accounting reconciliation problem in trying to match all incoming EFT payments with the respective parent's accounts in order to update and show accurate account balances on the new enrolment platform for each parent so that correct payment links could be sent out.
See below some common reasons why card payments sometimes fail:
User did not authorise via 3DS in time (i.e. OTP)
User has insufficient funds on their card.
User has exceeded daily account/card limits.
Cards are not enabled for online payments.
International cards are not enabled for ZAR transactions.
User entered their details incorrectly (i.e. cvv, expiry dates, etc).
User card expired/cancelled.
Sincerely
Teneo Management
Teneo Online School's reply03 Apr 2023, 09:49
Official
Hello Melanie
We expanded the payment options for tuition fees to include debit/credit cards and secure EFT via Paygate. We acknowledge there have been some teething problems in the implementation of the new payment systems and the technical issues experienced resulted in support queries. Those technical issues were quickly identified and fixed and we have been focused on resolving all support queries. We are pleased to confirm that the system upgrade is complete so customers will not experience these issues again. The significant upgrade to core enrolment systems at the end 2022, which was necessitated by the launch of our expanded academic offerings for 2023, resulted in Teneo straddling two multiple systems simultaneously, with new tuition fees pricing and payment options and made account reconciliation challenging causing some delays while we migrated systems. As a result, in some cases we have deliberately delayed the sending out of payment links for tuition fees in order to be sure that the payment links will work seamlessly, and that student account balances are correct.
Some specific challenges that affected payment links include:
Bank duplicate charges - a technical problem due to a bank related batch processing error within the processing bank resulted in the duplication of transactions processed by the Bank on behalf of Teneo customers. Shortly thereafter, the bank confirmed that an interbank process was invoked to reverse the duplicated transactions.
Bankserv downtime - Bankserv, which provides for the clearing of interbank payments, was down multiple times affecting all Bankserv customers ability to make payments and causing error messages and failed transactions via Paygate.
Payment Solutions Provider system issues - parents attempting to pay Teneo via SiD Secure EFT have encountered failed payments due to a problem with a coding error on the Payment Solutions Provider’s end. There are other reasons for failed Paygate transactions - please see list below for some common reasons why card payments sometimes fail.
Direct payments - despite our communications to customers only pay through Paygate, many existing 2022 parents continued to pay directly in into Teneo's bank account, which resulted in a continuous accounting reconciliation problem in trying to match all incoming EFT payments with the respective parent's accounts in order to update and show accurate account balances on the new enrolment platform for each parent so that correct payment links could be sent out.
See below some common reasons why card payments sometimes fail:
User did not authorise via 3DS in time (i.e. OTP)
User has insufficient funds on their card.
User has exceeded daily account/card limits.
Cards are not enabled for online payments.
International cards are not enabled for ZAR transactions.
User entered their details incorrectly (i.e. cvv, expiry dates, etc).
User card expired/cancelled.
Sincerely
Teneo Management
We expanded the payment options for tuition fees to include debit/credit cards and secure EFT via Paygate. We acknowledge there have been some teething problems in the implementation of the new payment systems and the technical issues experienced resulted in support queries. Those technical issues were quickly identified and fixed and we have been focused on resolving all support queries. We are pleased to confirm that the system upgrade is complete so customers will not experience these issues again. The significant upgrade to core enrolment systems at the end 2022, which was necessitated by the launch of our expanded academic offerings for 2023, resulted in Teneo straddling two multiple systems simultaneously, with new tuition fees pricing and payment options and made account reconciliation challenging causing some delays while we migrated systems. As a result, in some cases we have deliberately delayed the sending out of payment links for tuition fees in order to be sure that the payment links will work seamlessly, and that student account balances are correct.
Some specific challenges that affected payment links include:
Bank duplicate charges - a technical problem due to a bank related batch processing error within the processing bank resulted in the duplication of transactions processed by the Bank on behalf of Teneo customers. Shortly thereafter, the bank confirmed that an interbank process was invoked to reverse the duplicated transactions.
Bankserv downtime - Bankserv, which provides for the clearing of interbank payments, was down multiple times affecting all Bankserv customers ability to make payments and causing error messages and failed transactions via Paygate.
Payment Solutions Provider system issues - parents attempting to pay Teneo via SiD Secure EFT have encountered failed payments due to a problem with a coding error on the Payment Solutions Provider’s end. There are other reasons for failed Paygate transactions - please see list below for some common reasons why card payments sometimes fail.
Direct payments - despite our communications to customers only pay through Paygate, many existing 2022 parents continued to pay directly in into Teneo's bank account, which resulted in a continuous accounting reconciliation problem in trying to match all incoming EFT payments with the respective parent's accounts in order to update and show accurate account balances on the new enrolment platform for each parent so that correct payment links could be sent out.
See below some common reasons why card payments sometimes fail:
User did not authorise via 3DS in time (i.e. OTP)
User has insufficient funds on their card.
User has exceeded daily account/card limits.
Cards are not enabled for online payments.
International cards are not enabled for ZAR transactions.
User entered their details incorrectly (i.e. cvv, expiry dates, etc).
User card expired/cancelled.
Sincerely
Teneo Management