POOR SERVICE or rather NON SERVICE

VERY POOR SERVICE AND NO COMMUNICATION!!!!!We have been with Teneo since 2020 and our child should be in Grade 11 this year but we have not received a report for Grade 10 done in 2023 and we still registered again and paid the registration fee of R1500 as we cannot enroll her in another school without a report. When we called in, the only department we could get through after a 20 minute wait, was the new enrolments and we were advised to pay via the link which we did even though we had paid a registration of R1500, we now had to pay registration plus January installments as the payment was not and still has not been allocated to our account even though we sent proof of payment. Needless to say we are still waiting for our daughter to receive her login details as the old logins no longer work. We logged 2 tickets thus far, as the first ticket logged over 5 days ago has not been attended to. We log in every day to the family portal to see if there has been any resolution but unfortunately our tickets have not been attended to at all. The fact that we are an existing family with Teneo we would have expected some form of communication or email or phone call or what's app but it is virtually impossible to communicate in any form to this school with the exception of Hello Peter as this is the only medium where you can expect to receive any sort of response because it is a public site. If the school is overloaded as they say, then at least offer parents an option to try and enroll in another school and give us refunds because children need proper structure and grade 11 is an important grade but we cannot do anything as our hands are tied because we don't even have a report from the school for the previous year. So I fail to see how you can take on new students when you cannot even service your existing students or parents who have supported the school for 3 years. I also fail to see how you have not released reports from last year so that we have an option. Our account has been in a credit since October 2023 therefore absolutely no reason as to why we have not received any report. All we asking for is for anyone to get back to us as we have paid and our child needs to attend school and we have paid for January 2024 and she still does not have access, the thing is will you compensate these January fees ? Probably not, funny enough the only communication I did receive was billing, invoices when payment was due. I was considering enrolling my younger child into Teneo but have since changed my mind due to this VERY BAD EXPERIENCE!!!!!!!!! So i would like that Invoice to be cancelled as we have manage to enroll our second child in a reliable online school who is SAAICA registered as well.

All we asking is for basic courtesy that should have been granted when we lodged our first complaint on the Family Portal. Please advise and get back to us urgently as we are at a loss right now.