1 reviews | Active since Jul 2014
Teneo ignoring refunds
Out of curiosity i checked the reviews for Teneo on hellopeter and it is now apparent that this is the only way to get a response from them when it comes to money. i have been following up with them since the beginning of January for a refund and i have to date still not received a confirmed answer other than its being processed. then i get told it takes 4 weeks! upon registration i chose the incorrect learning platform, and the incorrect amount was deducted from my account (even after i notified them that the incorrect option was selected) i have since the deduction been emailing, sending messages on w app, trying to call, went onto zoom calls, and have even now started this online ticket system they have (where they reply to everything but the money queries) every time i speak to someone i just get told that its in the process, or the matter is being escalated, or being sent to the manager - the manager NEVER bothers to respond. furthermore, a few days later another deduction for the same amount was taken from my account. besides the money i wanted an explanation as to how this had happened and again no response. i know that my emails have been received as there were tickets logged against it. it actually makes you think why you cannot get through via the telephone - because they don't want to have to deal with these issues. the more simpler issues get answered fairly quickly. i have also been following up regarding the platform change - i have been querying since before school started. so now school has started and we already in the last week of the month. it seems to me that they have dragged this out so much so that they can turn around and say "but your children have been using the platform since school started - so how can they pass the refund?" what is even more confusing is that i had already been told over a week ago its in the process, only to this morning receive an email stating that in order to do a platform change a form needs to be filled out - and that the change will not happen without this form - so how could it have been "in the process" over a week ago. it seems they just tell you what you want to hear to get rid of you. i have now - 20 days later not gotten any proper feedback or solution to any of these queries and more importantly no money back. i actually don't even know what to do anymore. it takes so much time to write emails, phone calls and messages, why do we as parents have to chase our own money like this??
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