ID
Iyana D
1 reviews | Active since Feb 2024
05 Feb 2024, 13:25
WE NEED OUR REFUND NOW!!!
My husband and I registered four children on January 16th, but after a full day of struggling to get logins and experiencing no human interaction, we decided to cancel everything. Unfortunately, the automated system redirected us multiple times without any communication regarding our refund of R20600. Instead, we received an email requesting payment for February fees. This situation is incredibly frustrating, and we've exhausted all avenues for assistance.
Helpful (0)
Replies (2)0
Replies (2)ID
Iyana D's updateReviewer Update
05 Feb 2024, 13:31I hope this message finds you well. I am writing concerning an invoice we recently received from Teneo for the month of February. I must express our surprise and disappointment, as we had canceled our registration for our four children the day following our initial sign-up, citing the lack of human interaction as our primary reason.
Upon cancellation, we were assured via email that our case was being attended to. Unfortunately, we have not received any further communication, updates, or confirmation of our cancellation since.
To reiterate, our children were immediately re-enrolled back into their previous school, and they have not attended any sessions or utilized any services from Teneo for the specified invoice period.
Given these circumstances, we request an immediate rectification of this situation. Specifically, we are asking for:
1. **A full refund** for the erroneously billed invoice for February.
2. **Formal confirmation** of our cancellation request, ensuring no further invoices are generated or sent to us.
We trusted Teneo with the educational needs of our children, and it is disheartening to have to address an oversight of this nature, especially after having communicated our decision to cancel within such a short time frame after registration.
We expect prompt action to be taken to resolve this issue. Please process our refund at your earliest convenience and provide written confirmation of both the refund and the cancellation of our registration.
Thank you for your immediate attention to this matter. We hope to conclude this situation amicably and without further need for escalation.
Best regards,
Upon cancellation, we were assured via email that our case was being attended to. Unfortunately, we have not received any further communication, updates, or confirmation of our cancellation since.
To reiterate, our children were immediately re-enrolled back into their previous school, and they have not attended any sessions or utilized any services from Teneo for the specified invoice period.
Given these circumstances, we request an immediate rectification of this situation. Specifically, we are asking for:
1. **A full refund** for the erroneously billed invoice for February.
2. **Formal confirmation** of our cancellation request, ensuring no further invoices are generated or sent to us.
We trusted Teneo with the educational needs of our children, and it is disheartening to have to address an oversight of this nature, especially after having communicated our decision to cancel within such a short time frame after registration.
We expect prompt action to be taken to resolve this issue. Please process our refund at your earliest convenience and provide written confirmation of both the refund and the cancellation of our registration.
Thank you for your immediate attention to this matter. We hope to conclude this situation amicably and without further need for escalation.
Best regards,
ID
Iyana D's update05 Feb 2024, 13:31
Reviewer Update
I hope this message finds you well. I am writing concerning an invoice we recently received from Teneo for the month of February. I must express our surprise and disappointment, as we had canceled our registration for our four children the day following our initial sign-up, citing the lack of human interaction as our primary reason.
Upon cancellation, we were assured via email that our case was being attended to. Unfortunately, we have not received any further communication, updates, or confirmation of our cancellation since.
To reiterate, our children were immediately re-enrolled back into their previous school, and they have not attended any sessions or utilized any services from Teneo for the specified invoice period.
Given these circumstances, we request an immediate rectification of this situation. Specifically, we are asking for:
1. **A full refund** for the erroneously billed invoice for February.
2. **Formal confirmation** of our cancellation request, ensuring no further invoices are generated or sent to us.
We trusted Teneo with the educational needs of our children, and it is disheartening to have to address an oversight of this nature, especially after having communicated our decision to cancel within such a short time frame after registration.
We expect prompt action to be taken to resolve this issue. Please process our refund at your earliest convenience and provide written confirmation of both the refund and the cancellation of our registration.
Thank you for your immediate attention to this matter. We hope to conclude this situation amicably and without further need for escalation.
Best regards,
Upon cancellation, we were assured via email that our case was being attended to. Unfortunately, we have not received any further communication, updates, or confirmation of our cancellation since.
To reiterate, our children were immediately re-enrolled back into their previous school, and they have not attended any sessions or utilized any services from Teneo for the specified invoice period.
Given these circumstances, we request an immediate rectification of this situation. Specifically, we are asking for:
1. **A full refund** for the erroneously billed invoice for February.
2. **Formal confirmation** of our cancellation request, ensuring no further invoices are generated or sent to us.
We trusted Teneo with the educational needs of our children, and it is disheartening to have to address an oversight of this nature, especially after having communicated our decision to cancel within such a short time frame after registration.
We expect prompt action to be taken to resolve this issue. Please process our refund at your earliest convenience and provide written confirmation of both the refund and the cancellation of our registration.
Thank you for your immediate attention to this matter. We hope to conclude this situation amicably and without further need for escalation.
Best regards,
Teneo Online School's replyOfficial
05 Mar 2024, 09:19Dear Iyana
We are investigating your case and will contact you soonest. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating.
Yours sincerely
Teneo Education
We are investigating your case and will contact you soonest. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating.
Yours sincerely
Teneo Education
Teneo Online School's reply05 Mar 2024, 09:19
Official
Dear Iyana
We are investigating your case and will contact you soonest. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating.
Yours sincerely
Teneo Education
We are investigating your case and will contact you soonest. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating.
Yours sincerely
Teneo Education