American Sprinkler Systems, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] had my updated New Mexico address, as I had received mail from them.

Please note: Heartland ECSI is a third party billing servicer on behalf of Mass. Department of Higher Education. As a billing servicer all payments that apply toward principal, interest and or collection fees are transferred in their entirety to Mass. Department of Higher Education. Mr. [redacted]...

is referring to our “Direct Payment” system. This system is primarily used to setup monthly reoccurring automatic payments to be withdrawn from a checking or savings account. The direct payment option does have the functionality to allow users to set how many times a payment pulls before the automatic withdraw cancels. Before clicking on the “Direct Payment” link there is a warning that advises users to ensure the date they choose to have the payment withdrawn coincides with their accounts due date, and if the account is past due to make an instant payment or contact our office. We offer multiple withdraw dates to accommodate various account due dates. Our records indicate that Mr. [redacted]’s account was current up until their February 1st payment was missed. A letter was mailed advising a payment was missed on 02/11/2016. We called Mr. [redacted] on 02/24/2016 to advise the February payment wasn’t received. There was no answer and we left a voice message. On 03/11/2016 a letter was mailed advising of impending credit reporting and the past due status of the account. On 03/24/2016 Mr. [redacted] setup a direct payment to be drawn on 04/01/2016. We mailed a past due notice again on 03/24/2016 and made another call to Mr. [redacted] on 03/29/2016 to warn of the impending credit reporting. We left a message on March 29th for Mr. [redacted] to contact Heartland ECSI. On March 31st Heartland ECSI reported Mr .[redacted]’s account as thirty days past due. As a third party servicer, we are required to maintain the integrity of the credit information provided to the major credit bureaus.  The Fair Credit Reporting Act requires furnishers of information to provide accurate information to the reporting agencies. Any adjustments made to a credit report that is not warranted would compromise the integrity of the data. Payment processing or “convenience” fees are not required to make a payment through Heartland ECSI. They are only for instant online payments. Setting up “Direct” payment preemptively to be drawn on or before the accounts due date with a checking or saving’s account is a free payment option. Another free option would be to mail a check or money order to. Heartland ECSI [redacted]
Heartland ECSI manages accounts and processes payments on behalf Mass Dept. of Higher Education.  As an optional service, Heartland ECSI provides the ability for students and borrowers to make online payments, which is many times a more convenient method. The payment processing fee is a compilation of multiple fees that are charged when making an online payment, such as Interchange and Basis Points (charged by your card provider), gateway fees (charged by the payment intermediary), and system maintenance fees (to maintain the link between your account, the payment gateway, and the payment processor).  When making a payment online, payment processing fees may be based on a flat rate or a percentage of the amount being paid. If Mr. [redacted] would like any other information on their account they may contact Tony Gump a Supervisor within our Customer Service department directly at ###-###-####

Heartland ECSI is a third party loan servicer that servicesstudent loans on behalf of multiple colleges, universities and the departmentof education. Perkins loans regulations and credit reporting laws regardingstudent loans do not allow Heartland ECSI to change credit reporting forbilling issues....

Multiple emails were sent to alert the account holder of the impending negativecredit reporting as soon as the first payment was missed. On 12/23/2014 an urgentlate notice was mailed to the address on file. That address was updated by somebodylogging into the University of Miami ECSI account on 2/24/2014. A diluentnotice call was made on 12/26/2014 to the phone number that was verifiedcorrect on 2/24/2014 when the University of Miami online account was accessed. Lettersand calls were made monthly until 4/7/2015. At that time the account was putwith a collection agency per University of Miami due to nonpayment. When an account that Heartland ECSI services is sent to collections the onlineaccount will state to call ECSI to make a payment or go over account specifics.It doesn’t allow a user to make an online payment and it will not state themonths past due or the current account balance as it may differ to what thecollection agency has. At this current time Heartlands website will not show multipleloans with separate schools. However you must login with the “school code”.Each school has its own login since we are a third party servicer and not aconsolidation company. That is why a specific schools code is needed to login. Inthis instance we would suggest rehabilitation if the school is willing toremove it from collections. As that’s the only way to remove credit reportingfrom this type of federal loan. Since that has been done there isn’t anything elseHeartland ECSI can do in this situation.

Please note: Heartland ECSI is a third party loan servicer on behalf of The [redacted]. After reviewing Ms. [redacted]’s account we have found the following. Her account entered repayment on June 1st, 2015. Ms. [redacted] contacted our customer service department on June...

25th, 2015. Our representative assisted her with locating postponement forms online and explained she could apply for partial loan forgiveness after completing one year of employment.  On July 30th, 2015 we received her postponement request form. The employer certification section of the form was not completed. We immediately notified Ms. [redacted] by email that a stamp, seal or letter on letterhead would be needed from her employer to process the postponement. On August 28th, 2015 we received her employer certification and placed a postponement onto her account, backdating it to May 1st, 2015 extending to May 1st, 2016. Backdating her postponement removed the past due credit reporting from her account. Ms. [redacted] contacts us on March 23rd, 2016 to ask what forms were needed to process loan forgiveness. The representative she spoke with advised the correct form for partial forgiveness and that it would not need to be sent in until May 2016 when she would complete a full year of employment.  On June 27th she contacted us asking which form would be needed, we apologize that the representative she spoke with gave her incorrect information. Our representative directed her to forms for Federal Perkins Loans that offer a similar cancellation.  On June 29th, 2015 we received the Perkins Loan cancellation forms. An email was sent back to Ms. [redacted] on June 29th requesting that she obtain certification of employment from her employer and use the partial cancellation form specific to [redacted]. The next day we received [redacted] specific forms however, the employer certification section was not completed. We replied to Ms. [redacted]’s email referencing the required employer certification section.   Upon receipt of her Revdex.com inquiry, a Supervisor attempted to call Ms. [redacted] and assist her with loan forgiveness. We left a message for her to contact us back twice in July 2016. If assistance is needed she may contact Tony G[redacted], Supervisor of customer service directly at ###-###-####.

We are happy to assist you with your concerns. Heartland ECSI is the servicerfor your Perkins loans through Carlow University. In review of your billing andpayment history, your Perkins loan was paid in full on 3/4/2013 with a paymentof $100.00. This loan was then reported as paid in full the last...

day of themonth, March 2013, to all three credit bureaus and the NSLDS. Heartland ECSIdoes not report any loans to FASFA. If you would like to request a copy of yourPIF letter, we would be happy to provide you with one. Simply contact ourcustomer service department at ###-###-####. Thank you for providing us the opportunityto better assist you. Regards,Heartland ECSI

March 9, 2018   Case: [redacted]   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]       To Whom This May Concern:   ECSI Federal Perkin’s Loan Servicer (EFPLS) is the billing servicer for student loans on...

behalf of the U.S. Department of Education.   We have reviewed Ms. [redacted]’s account, and our records indicate that on February 1, 2018 Ms. [redacted] set up a recurring payment on our self-service portal to draft monthly on the 1st of each month beginning February 1, 2018. The payment amount was in excess of her monthly installment, and drafted a second time on March 1, 2018. The additional funds from the payment were applied to her principal balance when applied to her account.   EFPLS confirmed the U.S. Department of Education Treasury Department’s process for refund is a 4 to 6 week process, and refunds must be the entire payment amount. EFPLS contacted Ms. [redacted] on March 9, 2018, outlined the refund process and timeline, and explained that an alternative was to apply the additional funds from Ms. [redacted]’s March 1, 2018 payment towards future payments and delete the pre-existing recurring payments.   Ms. [redacted] agreed with this solution, and her account is now set up with funds set aside as future payments to cover her April, May and June installments. If Ms. [redacted] would like to talk with us directly, or has any other questions, she is welcome to contact our Customer Service Department at [redacted].       Sincerely, Jocelyn S[redacted] Quality Management ECSI Federal Perkin’s Loan Servicer

Heartland ECSI is the third party billing servicer for student loans on behalf of Brandeis University.   We have reviewed Ms. Rai’s account and determined she has two loans with different payment cycles. Ms. [redacted] has a Perkins loan with quarterly payments due in March, June, September, and...

December. She also has a Brandeis Saval loan with payments due each month.   On July 18, 2017, Ms. [redacted] spoke with Heartland ECSI representatives who contacted her after receiving an email communication that she was having issues correcting her recurring payments.  Our representatives were able to set up her quarterly and monthly payments as Ms. [redacted] intended and to her satisfaction.   Heartland ECSI updated our borrower account portal in 2016 to outline that students with a quarterly repayment schedule should not use our website to set up recurring payments as the recurring payments set up on our website will draw monthly.   We apologize that Ms. [redacted] experienced this frustration with our borrower account portal.  Heartland ECSI is committed to making self-service quarterly payments available on our website through an upcoming release; however, any students with mixed payment cycles such as Ms. [redacted] will still be required to call our customer service at ###-###-#### in order to set up recurring payments accurately for accounts with mixed payment cycles.   If Ms. [redacted] would like to talk with us directly, or has any other questions, she is welcome to contact our Customer Service Department at ###-###-####.

We apologize that we did not apply the payments in the manner as Ms. [redacted] requested. At the time of the receipt of the payments new interest had accrued therefore the payment was applied first to the interest amount accrued as outlined in the Master Promissory Note: The Borrower and Institution further understand and agree that: 1. Consolidation (42 CFR 57.208): If the Institution makes more than one loan, with the same repayment terms, to the Borrower under the Nursing Student Loan program, the sum of the amounts advanced to the Borrower shall be consolidated for purposes of repayment. Each payment made by the Borrower to the Institution shall be applied first to interest which has accrued on the unpaid principal balance and then to the principal sum of the total loan. A copy of the complete Master Promissory Note is attached for Ms. [redacted]’s records. The two (2) payments received July 6, 2017 were applied with the $112.00 payment applied to the installment due June 22, 2017, and the $88.00 payment was applied towards the installment due July 22, 2017 with $8.40 applied to interest. An adjustment was made August 2, 2017 retroactive to July 6, 2017 to adjust the $8.40 paid towards interest to the principal. This adjustment corrected the $88.00 payment on July 6, 2017 to be applied exclusively to the principal.   The two (2) payments received August 10, 2017 were applied with the $112.00 payment applied to the installment due July 22, 2017, and the $88.00 payment was applied towards the installment due August 22, 2017 with $7.64 applied to interest. An adjustment was made August 23, 2017 retroactive to August 10, 2017 to adjust the $7.64 paid towards interest to the principal. This adjustment corrected the $88.00 payment on August 10, 2017 to be applied exclusively to the principal. On August 20, 2017 Ms. [redacted] set up recurring payments of $200.00 to draw on the 20th of each month (or first business day thereafter). These payments will apply $112.00 towards the payment due each month which is a combination of interest and principal due, and any residual funds will be applied to the principal balance. We hope this resolves Ms. [redacted]’s concern regarding the application of payments in July and August.  If Ms. [redacted] would like to talk with us directly, or has any other questions, she is welcome to contact our Customer Service Department at ###-###-####.

Please note that Heartland ECSI is the loan servicer on behalf of the [redacted]. We apologize for the confusion regarding billing and interest accrual of youraccount. We have taken steps to further educate our representatives on how statementsare generated and interest accrues on [redacted]...

accounts.  [redacted] holds consolidated loan accounts;interest accrues on their accounts daily. Setting up automatic check withdrawfor the tenth of each month did not result in additional interest accrual. When paying the statement on the tenth you were paying interest that wasn’t yetdue. Since interest accrues daily for these accounts you seen an interestamount past due on your billing statements. Now that payments are being made onthe 1st you will no longer see an amount past due on yourstatements. Heartland ECSI has e-mailed the requested documentation to theemail account on file. It states the loan is current and has never beenreported as diluent in the last 12 months. If there is still any confusionregarding interest accrual or due dates on the account please contact HeartlandECSI at ###-###-#### we would be happy to assist you.

Studentloan accounts are reported to the credit bureau(s) along with the current orpast due status.  This information is reported on a monthly basis to thecredit bureau(s) and becomes part of the credit history on the account. An account being paid in full does not override any past due...

status that waspreviously reported to the credit bureau(s).If you feel that the information reported to the credit bureau(s) is incorrect, werecommend that you file a dispute with the credit bureau(s).  Upon filinga dispute, access will be provided to Heartland ECSI to confirm accurateinformation is shown on the credit bureau(s).

Heartland ECSI is a third party loan billing servicer on behalf of [redacted] After reviewing Mr. [redacted]’s account we have found the following.   On June 1st, 2016 he contacted our customer service department and requested to be moved to a monthly billing cycle rather than...

quarterly billing. The representative he spoke with advised the due date would have to be the first of each month and if changed to monthly, a payment would be due immediately. Mr. [redacted] decided to go forward with the change to monthly billing. Once an account goes 15 days past the due date without payment a $4 late fee is assessed to the account. Any monies paid toward Principal, interest or fee(s) are transferred in their entirety to the college. We did not receive Mr. [redacted]’s payment until June 30th. On the 30th his account was reported 30 days past due to the credit bureaus. We contacted Mr. [redacted] on July 14th in regards to his Revdex.com inquiry. He informed us that he sent his payment on June 16th; we removed the negative credit reporting from his account since he attempted to make the payment before June 30th. Being that no attempt was made before the 15th of June the $4 late fee assessed will not be removed. If Mr. [redacted] has any other questions he may contact Tony Gump, Supervisor of customer service directly at ###-###-####.

I tried to speak with a live representative at 6:02  p.m. est on March 5. After being on the line for almost an hour and I could not get connected, I chose to the live chat option in which I had to wait a few minutes before I was contacted by some one.  The live representative informed me that I couldnt cancel my payment and that the window to cancel was 10-15 min after submitting   payment. But ECSI reports that my payment was processed almost 2 hours after submitting payment which

To Whom This May Concern:   Heartland ECSI is the third party billing service for student accounts on behalf of the [redacted].    The following information is being provided in response to his inquiries. Non-itemized bill after multiple request for a physical bill....

Heartland ECSI received the student account on February 6, 2017.  Our records do not reflect any requests from Mr. Schneider, however, we are providing as part of this response, the itemized summary of account from the [redacted] of [redacted]The bill clearly states that my money "provides funds for others".  This is a standard statement that Heartland ECSI provides on all billing statements.  Some types of accounts replenish funds that are available for use by future students to supplement their education.  Your account does not fall under this type.  We have provided this information to our system maintenance team to review removal of this statement from certain account types.The location of the company is not the same state as the business and lists an incorrect SSN#.  Heartland ECSI is the third party billing service for student accounts on behalf of the [redacted] of [redacted].  We are located in Pennsylvania, which is located on our statements and correspondence.The number provided is not your Social Security Number.  It is the Student ID Number that is provided by the University. It even improperly lists my college as UL.  I attend U of L.  The billing statement reflects the school’s internal client code with Heartland ECSI.  The [redacted] of [redacted]’s client code is UL.  Providing the client code allows you to have more data to access your account online or via toll-free phone.  If Mr. Schneider would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at [redacted]

Please note Heartland ECSI is a third party loan servicer for [redacted]Ms. [redacted] Federal Perkins Loan was in student deferment/grace until August 1st 2015 with the first payment due on 08/01/2015. The July 20th payment submitted online by [redacted] was rejected on 07/24/2015 by her...

financial institution. Ms. [redacted]’s bank stated the account number submitted was not recognized. An email was sent on July 24th to [redacted]’s email account in an effort to notify her of the payment rejecting. On 08/11/2015 [redacted]’s account was 10 days past due. A late notice was mailed to the address on her account.On 08/27/2015 Ms. [redacted] logged into her online Heartland ECSI account and made one electronic check payment for $40. This payment was rejected by her bank on 09/04/2015 for the same reason listed above. Also on the 27th Ms. [redacted] setup reoccurring monthly payments to start on 9/20/2015. By submitting a payment online Ms. [redacted] agreed to the terms and conditions which required her to verify the bank account information entered was correct.On 09/11/2015 a letter was mailed to notify Ms. [redacted] if her account isn’t brought current it would result in negative credit reporting.On 09/20/2015 the reoccurring ACH payment Ms. [redacted] setup online on 08/27/2015 was withdrawn. On 09/25/2015 Ms. [redacted]’s bank rejected this payment, again stating they were not able to locate the checking account with the numbers entered by Ms. [redacted]. On 09/30/2015 Heartland ECSI reported [redacted]’s Perkins Loan as thirty days past due. As a student loan servicer Heartland ECSI must adhere to laws and regulations surrounding Federal Perkins Loans and credit reporting. Since 09/30/2015 we have contacted [redacted] and set her account up on a rehabilitation program. Upon completion of the rehabilitation program Heartland ECSI will remove all credit reporting in regards to her Perkin’s loan.

March 2, 2018   ID: [redacted]   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]     To Whom This May Concern:   Heartland ECSI is the third party billing servicer for student loans on behalf of the University of California Los...

Angeles.   We have reviewed Mr. [redacted]’s account and determined that his loan transferred to Heartland ECSI in August 2017. Our current service transfer process includes a 60-day grace period for all late fees and credit reporting after transfer to Heartland ECSI.  During the 60-day period after the loan was transferred, no late fees are applied, and credit reporting is held.   Mr. [redacted]’s Federal Perkins loan is on a quarterly repayment cycle with installments due on the 10th of the month in January, April, July, and October. Since his service transfer to Heartland ECSI, he had two installments due on his account: 1.       Installment due October 10, 2017.  On November 17, 2017, Mr. [redacted] set up a payment on our self-service portal with the payment to draw on November 20, 2018. This payment had applied to the installment due October 10, 2017, but no late fees were assessed due to the service transfer extended grace period. 2.       Installment due January 10, 2018.  On January 30, 2018, Mr. [redacted] set up a payment on our self-service portal and then modified the payment on February 26, 2018, to draw on February 26th. This payment applied to the installment due January 10, 2018. Mr. [redacted]’s account was assessed a late fee on January 22, 2018.   All interest collected for student loans is payable to the University for which the loan account is serviced.  Heartland ECSI does not collect any monies for interest paid, and all payments including principal, interest, and fees are transferred to the University that owns the loan. The University has instructed Heartland ECSI to direct students who seek a waiver of any fees to contact their office for the student’s account to be reviewed.   Presently, Mr. [redacted]’s account is current and in good standing. His account shows that no negative credit history has been generated, and his account is set up for recurring payments to begin drafting from his account after March 10, 2018.   If Mr. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at [redacted].

January 11, 2018 ID: [redacted] [redacted]  To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of the University of Wisconsin...

Madison. We have reviewed Ms. [redacted]’s account, and have identified that a refund is pending from the University. The University has indicated that they have audited the balance on the loan, and the refund will be issued on or about January 23, 2018. On January 10, 2018 Heartland ECSI contacted Ms. [redacted] to inform her approximately when the pending refund would be issued. We apologize that two payments were drafted against Ms. [redacted]’s account. Our system indicates that two unique transactions were created by Ms. [redacted] on January 1, 2018 at 1:21 PM and 1:24 PM. Ms. [redacted] should have received a separate confirmation email and number for each transaction. We will continue to review Ms. [redacted]’s transactions to identify measures to implement to avoid this from happening in the future. If Ms. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at [redacted].

Heartland ECSI did not purchase the rights [redacted]’s loan.  Heartland ECSI is the third party loan servicer for the [redacted].  We are providing the following information after reviewing Mr. [redacted]’s account.Mr. [redacted] had a Federal Perkins Loan with the...

[redacted].  Heartland ECSI was the loan servicer for the University.  Following is a timeline of payments made that are detailed on Mr. [redacted]’s account:On 12/01/2015, Mr. [redacted] submitted a payment online using our electronic check payment option.  The payment submitted was for $1,030.71 using an account ending in 2336.  On 12/03/2015 his bank rejected the payment of $1,030.71 with a rejection reason code indicating that the account number entered was invalid and the payment could not be processed.  A $30.00 fee was charged to Mr. [redacted]’s account for the rejected payment. On 12/03/2015, he contacted Heartland ECSI using Live Chat to inquire why the payment was rejected. Our representative advised him that the payment was declined due to an invalid account number.On 12/4/2015, Mr. [redacted] submitted another online payment using our electronic check payment option.  The payment submitted was for $1,060.71 using an account ending in [redacted]. This payment was approved and posted to the account.On 12/16/2015, Mr. [redacted] submitted another online payment using our electronic check payment option.  The payment submitted was for $16.72 using an account number ending in 2336.  On 12/23/2015 his bank rejected the payment of $16.72  with a rejection reason code indicating that the account number entered was invalid and the payment could not be processed.  A $30.00 fee was charged to Mr. [redacted]’s account for the rejected payment. On 12/31/2015, Mr. [redacted] submitted another online payment using our electronic check payment option.  The payment submitted was for $46.72 using an account number ending in 2336.  On 1/6/2016 his bank rejected the payment of $46.72  with a rejection reason code indicating that the account number entered was invalid and the payment could not be processed.  A $30.00 fee was charged to Mr. [redacted]’s account for the rejected payment. On January 12, 2016, Mr. [redacted] contacted Heartland ECSI using our Live Chat option.  Our representative explained why the return payment fees were assessed to his account and advised him that he could mail a payment using check or money order and should contact his bank for more information regarding the rejected payments.  On January 19, 2016, we received a money order for $79.67 which paid his account in full.Based on guidelines provided by the [redacted], rejected payments incur a $30.00 fee for each unsuccessful electronic check transaction.  We reached out to the University to see if they are willing to return the $90 in fees to Mr. [redacted]. They have agreed to refund the entire $90.00 amount. Mr. [redacted] will receive a credit to his bank account ending in [redacted] in the next 3-5 days. We have contacted Mr. [redacted] to advise him of the resolution.

Heartland ECSI never called me on 9/13/17 or left me a voicemail to invite me to call back to discuss the account. In fact, they never communicated with me again after I indicated on 9/11 I was unavailable and asked them to call back. Neither my phone nor wireless carrier have any record of a call or voicemail on 9/13/17 from Heartland ECSI. Their response is provably false and fraudulent.I again request that Heartland ECSI contact me at my cell phone number to discuss my account. I will not consider this matter closed until they circle back with me. Thank you.
Regards,
[redacted]

January 5, 2018 ID: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]   To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Pomona...

College. We have reviewed Mr. [redacted]’s account and determined that his institutional loan was transferred to Heartland ECSI in August of 2017. The address, telephone and email address supplied to Heartland ECSI from the prior servicer does not match what was provided herein.  We were able to locate three (3) calls from Mr. [redacted] from a [redacted] area code phone number on December 19, 2017. It appears that only 1 of the three calls was successfully routed to our callback feature, however, upon review of the callback the representative was not properly connected with Mr. [redacted]. The remaining two calls were disconnected prior to completion of the callback prompts. To avoid callers using our callback feature from disconnecting early we are working with vendor to amend the scripting to add prompts to alert callers utilizing this feature that they must remain on the line until they are provided the prompt that their place in line has been successfully saved and they may now disconnect their call. On January 4, 2018 a representative from Heartland ECSI was able to speak with Mr. [redacted]. We have updated his demographics information to match his most up to date information, and he will be submitting a payment to pay the remaining balance on his account.   Mr. [redacted]‘s account is being reported to the credit reporting agencies as current and in good standing. A request was submitted to the credit agencies on December 5, 2018 to update the credit information as current. The reported information may take up to 60 days to update by the credit agencies. If Mr. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at [redacted].

December 5, 2017 ID: 12531553 [redacted]
[redacted]
[redacted]
[redacted]
[redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Boise State University. The information...

you have provided is valuable, and we appreciate all feedback. Heartland ECSI is always considering improvements to our services in order to make them as convenient and easy to use as possible. On December 4, 2017 and December 6, 2017 courtesy calls were made to discuss the issues Mr. [redacted] is having with making payments using our online self-service portal, and the concerns related to the charges for late payment and due diligence efforts. Mr. [redacted] was not available at the time these calls were made and messages were left for him to contact us at his earliest opportunity. We have reviewed Mr. [redacted]’s account, and determined that his account was assessed a late fee and a due diligence phone fee as designated by the University when his November 1, 2017 payment was not received. These charges together are $2.25. The late fee was assessed when the November 1st payment was not received on or before November 10, 2017. The due diligence phone fee was assessed when the November 1st payment was not received on or before November 29, 2017 when a call was made on behalf of the University to Mr. [redacted] to avoid additional penalties and late fees. On December 1, 2017 a payment was received for the November 1st and December 1st installments, and Mr. [redacted]’s account has been brought current.  If Mr. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at [redacted].