1 reviews | Active since Mar 2022
Refund request
The Teneo school refuses to return my money, now it's impossible to get hold of ANYBODY to fix the problem. Last year I enrolled my grade 7 daughter on the extra-mural Entrepreneurship course: Albert van Wyk that was offered by Teneo Education Pty Ltd. I paid the amount fee of R850 on the 10th May 2022 and got a conformation email from gateway that said that my payment made to Teneo Education Pty Ltd was successful and Auth Code ****** was issued. On the 05th June 2022 I followed up with Teneo IT @ ***, because I hadn’t received any material from them and was told on the 6th June 2022 that the matter was forwarded to the relevant department but thereafter I got no response from Teneo. Further-follow ups were done, to Teneo support team, on the 22 June 2022, 20 July 2022, 03 Aug 2022 and the same response, of forwarding to relevant department was given with no response obtained from whatever department the query was forwarded to. On the 29 Sept 2022 I sought help of the grade7 leader (Ms Suzelle Cilliers) and she forwarded the matter to Ms “Ilze”” who never bothered to respond. Further follow ups were sent to Ms Suzelle Cilliers Ms “Ilze” and support team on the 20th Oct 2022 and 07 Jan 2023 and the same, previous, responses were received. When I queried this response I was told to e-mail accounts department @ ***. This department issued a ticket number on the 11th Jan 2022 and that was the end of it. I sent a follow up e-mail sent on 18 Jan 2022 to which I am still yet to receive a response. My daughter completed grade 7 and is no more with Teneo. I have been contacting Teneo for over six months now --no one is taking responsibility for this mishap, of not honouring the promise of offering the course nor of refunding my money. I am desperate for the money to be returned, but it does not appear like they are willing to do so
Our system reflects your query has now been resolved.
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
Our system reflects your query has now been resolved.
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