AW
Andronica W
1 reviews | Active since Jun 2010
10 Apr 2024, 21:51
Teneo Education Bad Support
I am so frustrated with the support from Teneo, their support service is bad or non-existent. My daughter's account was disabled and I have been trying to get it resolved since Monday 8th April, but nothing worked I have logged tickets which were not been responded too for over three days. I have tried to call no answer for over two days, support email responses don't make sense, and I was told that my child's account will be activated within 3 - 5 days. At this stage, my child is missing class. They close tickets without issues not resolved.
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Teneo Online School's replyOfficial
11 Apr 2024, 12:06Dear Andronica
We note your concerns raised and are investigating your case.
Please be advised that the learning management system suspension can only occur due to an overdue balance on your account, and account suspension is only actioned after multiple pre-emptive communications to you over an extended period advising of potential, and subsequently imminent, suspension if the account is not settled by the date advised.
Please note that if your account is suspended, once payment has been made to rectify an overdue account balance, if the correct payment reference as provided for reinstatement is used, it takes up to 4 business days to reconcile the payment receipt, and provision system and login re-activation.
We have investigated your query and our system reflects that it has been resolved.
Sincerely
Teneo Education
We note your concerns raised and are investigating your case.
Please be advised that the learning management system suspension can only occur due to an overdue balance on your account, and account suspension is only actioned after multiple pre-emptive communications to you over an extended period advising of potential, and subsequently imminent, suspension if the account is not settled by the date advised.
Please note that if your account is suspended, once payment has been made to rectify an overdue account balance, if the correct payment reference as provided for reinstatement is used, it takes up to 4 business days to reconcile the payment receipt, and provision system and login re-activation.
We have investigated your query and our system reflects that it has been resolved.
Sincerely
Teneo Education
Teneo Online School's reply11 Apr 2024, 12:06
Official
Dear Andronica
We note your concerns raised and are investigating your case.
Please be advised that the learning management system suspension can only occur due to an overdue balance on your account, and account suspension is only actioned after multiple pre-emptive communications to you over an extended period advising of potential, and subsequently imminent, suspension if the account is not settled by the date advised.
Please note that if your account is suspended, once payment has been made to rectify an overdue account balance, if the correct payment reference as provided for reinstatement is used, it takes up to 4 business days to reconcile the payment receipt, and provision system and login re-activation.
We have investigated your query and our system reflects that it has been resolved.
Sincerely
Teneo Education
We note your concerns raised and are investigating your case.
Please be advised that the learning management system suspension can only occur due to an overdue balance on your account, and account suspension is only actioned after multiple pre-emptive communications to you over an extended period advising of potential, and subsequently imminent, suspension if the account is not settled by the date advised.
Please note that if your account is suspended, once payment has been made to rectify an overdue account balance, if the correct payment reference as provided for reinstatement is used, it takes up to 4 business days to reconcile the payment receipt, and provision system and login re-activation.
We have investigated your query and our system reflects that it has been resolved.
Sincerely
Teneo Education
AW
Andronica W's updateReviewer Update
11 Apr 2024, 16:57I have not received any contact or feedback after Teneo's response to my original complaint. They promised that they would investigate and contact me as soon as possible and nothing happened. It is now another day without my child attending class and no resolution on the matter. I am very disappointed and frustrated with their service and support.
AW
Andronica W's update11 Apr 2024, 16:57
Reviewer Update
I have not received any contact or feedback after Teneo's response to my original complaint. They promised that they would investigate and contact me as soon as possible and nothing happened. It is now another day without my child attending class and no resolution on the matter. I am very disappointed and frustrated with their service and support.