Also post the output of where name is obtained from the output above:
srvctl config scan_listener
Post your tnsnames or connection string that you are using on the client.
lsnrctl status scan_listener
srvctl config scan
Ask your end-user to amend their tnsnames.ora with the entry that worked for you. Then tnsping from your client to ensure you are going to the correct host and service and to ensure connectivity etc is all okay. Finally try to connect.
Your clients tnsnames needs to reflect both the scan name and the service name, as well as the port the scan listener is listening on.
srvctl status service -d <db_name>