Teneo Education failed me

I am at a loss for words. My husband passed away a while back. He had a policy that pays for our children's tuition fees.

Teneo Education needs to complete forms and provide documentation so that the tuition fees can be paid.

I emailed the relevant forms to Teneo on 29/12/2022 for the year 2023. I resent the email on 13/03/2023 and again on 25/04/2023. Only then did I get an automated reply that said quote: "To improve our service for all support requests we have now implemented a new support platform called the Teneo Family Portal which will allow us to quickly and efficiently resolve all your support queries in an efficient and timely manner."

This entails that I needed to log a ticket on their Family Portal. I had no idea how to log in to this Portal.

I eventually logged a ticket on 28/04/2023. This is when the waiting game started. It is impossible to get hold of anyone at Teneo either via email or phone.I tried for months. Even logging more tickets. I only received an email from Teneo on 30/06/2023 with the completed forms and documentation attached.

I emailed it to the policy company on 19/07/2023. Policy company emailed me back to inform me that Teneo Education did not provide a detailed statement, but a proforma invoice wich they do not accept.

Once again I had to log a ticket with Teneo. Again no reply for months.

I eventually was told from another parent that it might help to organize a zoom meeting. I am not sure when I had the first zoom call, but it was around middle September 2023.

I made numerous zoom calls. Each time I was told that a manager has to approve it or they have a new system in place. Excuse after excuse.

On 28 NOVEMBER 2023!!! I received an email with the invoice attached. Without looking I immediately sent it to the policy company. Who in return told me that once again Teneo did not send a detailed statement, but an invoice wich only states the yearly fee. I was livid. On 29 November 2023 an email from Teneo saying "SUSPENSION PENDING" in bold red letters. This is a day after they sent the wrong document.

I've since logged two more tickets, no reply. I can't access my daughter's exam results because my login has been revoked. According to ICASA no education institution are allowed to withheld exam results for any reason whatsoever. Today is 04/01/2023. I tried to arrange a zoom meeting and it was canceled. I still don't have my daughter's exam results and I don't even know if she will be accepted to attend school this year, because I can't register her.

I've never been so disappointed.

If anyone reading this have any suggestions, it will be greatly appreciated.