JD
Jean D
1 reviews | Active since Jan 2024
22 Jan 2024, 13:52
WORST CUSTOMER SERVICE EVER!!
WORST CUSTOMER SERVICE EVER!! We have been with Teneo Education since 2023. In September 2023 we noticed a billing error on our school fee account. Till today their accounts department has not bothered to respond once on our query or correct the error even though we follow up.
My school fee account was paid in advance and we requested on 04 January 2024 to refund us the credit as the accounts department is not responding and the billing error is not getting resolved.... Guess what again no response from them... Their own motto is they will respond in 24-48 hours..... We have logged tickets, we have sat on zoom calls for over two hours, no one answers emails or phone calls.
My advice is, don't put yourself through the trouble, you are promised the world at sign up but to them you are a number and they don't care.
WORST customer service experience from this school. I will rather go somewhere else...
Helpful (0)
Replies (2)0
Replies (2)
Teneo Online School's replyOfficial
22 Jan 2024, 22:04Dear Jean
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. 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.
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. 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.
We are investigating your case and will contact you soonest. 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. 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.
Yours sincerely
Teneo Education
Yours sincerely
Teneo Education
Teneo Online School's reply22 Jan 2024, 22:04
Official
Dear Jean
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. 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.
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. 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.
We are investigating your case and will contact you soonest. 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. 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.
Yours sincerely
Teneo Education
Yours sincerely
Teneo Education
JD
Jean D's updateReviewer Update
24 Jan 2024, 07:52Dear Teneo
The response that you provided me with is a generic response that seems to be copied and pasted to all parents that complained.
My query was not about admissions, it was a billing error. The tickets has been open since September 2023 and no response. This response that you provided once again show that you have no interest in proper customer service.
I am not accepting this.
I want my billing error fixed and refund done. If I don't get a proper response soon I will be taking it further. Honestly I can't believe we have to struggle like this....
The response that you provided me with is a generic response that seems to be copied and pasted to all parents that complained.
My query was not about admissions, it was a billing error. The tickets has been open since September 2023 and no response. This response that you provided once again show that you have no interest in proper customer service.
I am not accepting this.
I want my billing error fixed and refund done. If I don't get a proper response soon I will be taking it further. Honestly I can't believe we have to struggle like this....
JD
Jean D's update24 Jan 2024, 07:52
Reviewer Update
Dear Teneo
The response that you provided me with is a generic response that seems to be copied and pasted to all parents that complained.
My query was not about admissions, it was a billing error. The tickets has been open since September 2023 and no response. This response that you provided once again show that you have no interest in proper customer service.
I am not accepting this.
I want my billing error fixed and refund done. If I don't get a proper response soon I will be taking it further. Honestly I can't believe we have to struggle like this....
The response that you provided me with is a generic response that seems to be copied and pasted to all parents that complained.
My query was not about admissions, it was a billing error. The tickets has been open since September 2023 and no response. This response that you provided once again show that you have no interest in proper customer service.
I am not accepting this.
I want my billing error fixed and refund done. If I don't get a proper response soon I will be taking it further. Honestly I can't believe we have to struggle like this....