Cleveland State University

From: [redacted] Sent: Monday, November 2, 10:AMTo: [redacted] Subject: Re: Complaint ID [redacted] First I'd like to clear up a few things here, before contacting Cleveland State in regards to canceling the insurance as I have stated before, I spoke with the insurance company directly, and I was informed by a customer service repon 10/6/that the insurance was absolutely able to be canceled, and she was also the person who gave me the contact information as she stated that she was not able to cancel it herself but the schoo'sl insurance liaison would, which Is where I obtained the name Eileen G***Second, I was not told anything on October 6, by Cleveland State because MsG [redacted] was not even present that day, I spoke with the young lady at the front desk by the name of La' metria and she was not aware of what the procedure was, I was contacted via email which did not even suggest lowering the price but simply saying "we cannot cancel" several weeks later via e-mailShe was then contacted immediately and I as explained to her, and now I will say again, I came to cancel the insurance because I no longer have the income to pay for itThe insurance company themselves, not CSU, but the Insurance company themselves stated on 10/6/that because of the short length of time I had the insurance, It was absolutely able to be canceled I was literally on the phone with the customer service repwhen I came into the office to fill out the request form 10/6/Once again I state the school failed to act in a timely manner, they did not process the request when I gave it to them, they also set up the system where the insurance company cannot cancel the request nor can I do It myself, which only leaves them to do so, which they failed to do! Once again I state I am poor, broke and damn near homeless, if the School treasurer missed the fact that I am paying for school via Loans, financial aid, she should recheck my records, I DO NOT HAVE THE MONEY AND CANNOT PAY FOR THE INSURANCE! and I can provide the email that shows that there was no correspondence me other than the email, I was asked to provide documentation showing the changed in my income and that I am on a low income assistance program, which once again is the reason I cannot pay I don't have the money

From: [redacted] Date: Fri, Nov 6, at 12:PMSubject: Fw: Health Insurance - [redacted] To: [redacted] Cc: [redacted] -I've replying to your last email by forwarding one from our IT group We record the day and time a student enrolls in everything, including health insurance I'm sorry the text is so small, but you should be able to follow the description providedThe first screen is the generic message BEFORE enrollment The second image is the detail on the disclaimer text, acknowledging that the health insurance information was read (I should mention that the red squares around things in the images are Angie's method of highlighting the piece to look at, the screens don't actually have these red boxes on anything)I've also included an attachment that is page of the Gold Plan Brochure that highlights the one condition that is permissible for a refund of a premiumThe "brochure" you ask about and that this "page 3" document comes from, is not handed to a student We do everything online The student enrolls online and the link to the brochure is available online In two places actually, first, when the student is enrolling (the first screen print below has the link underlined) and also it's available all the time as a reference to our students from our Health & Wellness website.Does that help clarify?- Veronica

From: [redacted] Date: Thu, Nov 5, at 9:AMSubject: Re: Complaint ID [redacted] To: [redacted] -I apologize I'm collecting information from other areas that do not report to me I must have misunderstood about who specifically and via what method communication was taking place.Ultimately, however, I can only answer according to University policy The last day to enroll in a health insurance plan was September 21st After that point, the insurance is not cancelled The University pays the premium on plans purchased We expect students to pay their portion of the premium costs PeriodMsG [redacted] response of changing your plan and ultimately reducing your cost by greater than half appears more than equitableYour resolution of eliminating your cost entirely is not a reasonable compromise This would establish a precedent for the University that would imply our policies and practices have no meaning, no value and are of no consequence Ultimately, you elected to purchase the most expensive, most lengthy time commitment policy available This was a voluntary action on your part, and I regret that you must take responsibility for your choice.I cannot speak to the information that was provided to you via the insurance company I can only inform you of the University's policy, which has been reiterated multiple times If [redacted] chooses to cancel your policy directly, that may be their prerogative, however, the University will not cancel a student's health insurance after our published cutoff date.Veronica H [redacted] Director, Treasury Services

August 5, 2016Revdex.comc/o [redacted] Euclid Avenue, th FloorCleveland, OH 44115-2408Ms [redacted] :I have reviewed your letter regarding compliant # [redacted] from Mr [redacted] I believethere are other circumstances that Mr [redacted] is not fully disclosing.Mr [redacted] enrolled in the Summer semester at Cleveland State on November 10, andproceeded to change his summer schedule in April, He was attending Cleveland State fulltime in the Fall and Spring termsI mention this to emphasize that Mr [redacted] is nota first term student with the University and had ample opportunity and responsibility to acclimatehimself to Cleveland State and our practicesAssuming that Cleveland State has the samepolicies and practices as [redacted] is unreasonableDifferent colleges, different programs of study,different degree offerings, all contribute to all the uniqueness of individual schoolsAs such, itis not a reasonable expectation for schools to have payment policies that are identical.However, assuming Mr [redacted] ’s argument was correct and Cleveland State did expect paymentin full before the semester began, I would question why he continued to attend class for 50% ofthe semester.Mr [redacted] was placed on academic warning at the end of the Fall term and academicprobation at the end of the Spring termHe received an email from the Financial AidOffice on December 21, informing him that he was failing to meet one or more of theStandards of Academic Progress (SAP) requirementsThis warning also indicated that at thistime, the disbursement of Spring aid was not impacted.On May 10, Mr [redacted] ’s academic performance was being evaluated to determine if hewould be eligible to receive future financial aidThe Spring semester concluded on May th ,final exams were held throughout the week of May th – th .Campus Location: Euclid Avenue UN/ Cleveland, OH 44115-2214On May rd , the first day of the Summer semester, Mr [redacted] was notified via email informinghim that he had failed SAP requirements from the previous term and a petition would be requiredin order to award any future financial aid.I acknowledge that the refund period for the summer semester is compressedHowever, Mr[redacted] was notified of his situation on the first day of the termAn opportunity for correctiveaction, his withdrawal from all coursework, was availableHis choice to continuing attendingclass throughout the next weeks was a conscience action on his partHis financial obligationto the University is not being adjusted.Veronica H [redacted] Veronica H [redacted] Director, Treasury Servicescc: fileMr [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Extortion, is by definition, the practice of obtaining something, especially money, through force or threatsFor example, if I took a cruise overseas and half way across I was asked to pay additonal money or swim back, that would be extortionWe can also see that if I paid my tuition with student loans expecting the matter to be a set limit within my government regulated student loans and weeks after signing up for classes was asked to pay extra; Well you can see where this goesI was in contact with CSU through the All In One center on the first day, the second day, and the 8th day of classWhile I can understand that summer courses could cost additonal money, having not requested payment before class and waiting till I was in debted is just extortionI did a fair amount of leg work on my own to discover where my student loans would be during this semester and nobody wanted to answer, However I was sure given a few phone calls asking for a payment arangement, weeks after class started!This is Extortion, by definitionAs I will no longer be able to attend classes, or have any of my transcripts transfered without full payment
Regards,
*** ***

August 5, 2016Revdex.comc/o [redacted]2800 Euclid Avenue, 4 th FloorCleveland, OH 44115-2408Ms. [redacted]:I have reviewed your letter regarding compliant #[redacted] from Mr. [redacted]. I believethere are other circumstances that Mr. [redacted] is not fully disclosing.Mr. [redacted]...

enrolled in the Summer 2016 semester at Cleveland State on November 10, 2015 andproceeded to change his summer schedule in April, 2016. He was attending Cleveland State fulltime in the Fall 2015 and Spring 2016 terms. I mention this to emphasize that Mr. [redacted] is nota first term student with the University and had ample opportunity and responsibility to acclimatehimself to Cleveland State and our practices. Assuming that Cleveland State has the samepolicies and practices as [redacted] is unreasonable. Different colleges, different programs of study,different degree offerings, all contribute to all the uniqueness of individual schools. As such, itis not a reasonable expectation for schools to have payment policies that are identical.However, assuming Mr. [redacted]’s argument was correct and Cleveland State did expect paymentin full before the semester began, I would question why he continued to attend class for 50% ofthe semester.Mr. [redacted] was placed on academic warning at the end of the Fall 2015 term and academicprobation at the end of the Spring 2016 term. He received an email from the Financial AidOffice on December 21, 2015 informing him that he was failing to meet one or more of theStandards of Academic Progress (SAP) requirements. This warning also indicated that at thistime, the disbursement of Spring aid was not impacted.On May 10, 2016 Mr. [redacted]’s academic performance was being evaluated to determine if hewould be eligible to receive future financial aid. The Spring semester concluded on May 6 th ,final exams were held throughout the week of May 7 th – 13 th .Campus Location: 2121 Euclid Avenue UN450 / Cleveland, OH 44115-2214On May 23 rd , the first day of the Summer semester, Mr. [redacted] was notified via email informinghim that he had failed SAP requirements from the previous term and a petition would be requiredin order to award any future financial aid.I acknowledge that the refund period for the summer semester is compressed. However, Mr.[redacted] was notified of his situation on the first day of the term. An opportunity for correctiveaction, his withdrawal from all coursework, was available. His choice to continuing attendingclass throughout the next 3 weeks was a conscience action on his part. His financial obligationto the University is not being adjusted.Veronica H[redacted]Veronica H[redacted]Director, Treasury Servicescc: fileMr. [redacted]

From: [redacted]Date: Mon, Nov 2, 2015 at 9:39 AMSubject: Complaint ID [redacted]To: [redacted]Cc: [redacted] -Thank you for providing the University an opportunity to...

comment on the complaint filed by [redacted].  I would like to respond to a few of the issues he mentions and provide a bit of background information.First, Cleveland State University does not require all students to purchase health insurance.  Only two categories of students are required to purchase health insurance - international students and students living on campus in our dorms.  [redacted] is neither of these.  He voluntarily chose to purchase health insurance through the University's group plan.  He took this action on line on 09/21/2015 at 2:33pm.  This was the very last day to purchase our group health insurance plan.  And [redacted] selected an "annual gold" plan with a premium of $2,006.00.  This transaction was processed through our system in an overnight load and was posted to his student account as an unpaid charge on 09/22/2015.On October 6th, [redacted] contacted our University's Health Clinic to inform them that he did not want the health insurance anymore and that he qualified for a low income insurance through [redacted] / Medicaid (with an effective date of 09/29/2015).  Unfortunately, the last day to add or withdrawn from the University's plan had passed on the 22nd of September.Ms. G [redacted], the Nurse Practitioner and supervisor in the Clinic did however, change [redacted]'s health insurance coverage from an annual plan to a "fall only" plan.  This change was processed on October 27 at 8:26pm.  This reduced his cost from $2,006 to $854.00.  Eliminating the coverage completely was not and is not an option.  This was a voluntary plan that [redacted] enrolled in himself.  We have documentation that records the day and time of this action. [redacted]'s comments that he was not responded to timely is untrue.  The University has been responsive; [redacted] was informed on October 6th and again on October 26 that his health insurance enrollment could not be cancelled.  The only compromise solution we could provide was to change his plan from an annual plan to a fall semester plan, which we did on 10/27.  The University's health insurance coverage expires on 01/15/2106.  [redacted]'s compliant regarding the $2,006 charge has been reduced to $854.00.  I trust this resolves the dispute brought forth.Feel free to contact me if you require further information.Veronica H[redacted]Director, Treasury Services

From: [redacted]Sent: Monday, November 2, 2015 10:27 AMTo: [redacted]Subject: Re: Complaint ID [redacted]     First I'd like to clear up a few things here, before contacting Cleveland State in regards to canceling the insurance as I have stated before, I spoke with the insurance company directly, and I was informed by a customer service rep. on 10/6/2015 that the insurance was absolutely able to be canceled, and she was also the person who gave me the contact information as she stated that she was not able to cancel it herself but the schoo'sl insurance liaison would, which Is where I obtained the name Eileen G[redacted]. Second, I was not told anything on October 6, by Cleveland State because Ms. G[redacted] was not even present that day, I spoke with the young lady at the front desk  by the name of La' metria and she was not aware of what the procedure was,  I was contacted via email which  did not even suggest lowering the price but simply saying "we cannot cancel" several weeks later via e-mail. She was then contacted immediately and I as explained to her, and now I will say again, I came to cancel the insurance because I no longer have the income to pay for it. The insurance company themselves, not CSU, but the Insurance company themselves stated on 10/6/2015 that because of the short length of time I had the insurance, It was absolutely able to be canceled I was literally on the phone with the customer service rep. when I came into the office to fill out the request form 10/6/2015. Once again I state the school failed to act in a timely manner, they did not process the request when I gave it to them, they also set up the system where the insurance company cannot cancel the request nor can I do It myself, which only leaves them to do so, which they failed to do! Once again I state I am poor, broke and damn near homeless, if the School treasurer missed the fact that I am paying for school via Loans, financial aid, she should recheck my records, I DO NOT HAVE THE MONEY AND CANNOT PAY FOR THE INSURANCE! and I can provide the email that shows that there was no correspondence me other than the email, I was asked to provide documentation showing the changed in my income and that I am on a low income assistance program, which once again is the reason I cannot pay I don't have the money.

From: [redacted]Date: Fri, Nov 6, 2015 at 12:18 PMSubject: Fw: Health Insurance - [redacted]To: [redacted]Cc: [redacted] -I've replying to your last email by forwarding one from our IT group.  We record the day and time a student enrolls in everything, including health insurance.   I'm sorry the text is so small, but you should be able to follow the description provided. The first screen is the generic message BEFORE enrollment.  The second image is the detail on the disclaimer text, acknowledging that the health insurance information was read.  (I should mention that the red squares around things in the images are Angie's method of highlighting the piece to look at, the screens don't actually have these red boxes on anything)I've also included an attachment that is page 3 of the Gold Plan Brochure that highlights the one condition that is permissible for a refund of a premium. The "brochure" you ask about and that this "page 3" document comes from, is not handed to a student.  We do everything online.  The student enrolls online and the link to the brochure is available online.  In two places actually, first, when the student is enrolling (the first screen print below has the link underlined) and also it's available all the time as a reference to our students from our Health & Wellness website.Does that help clarify?- Veronica

From: [redacted]Date: Thu, Nov 5, 2015 at 9:19 AMSubject: Re: Complaint ID [redacted]To: [redacted] -I  apologize.  I'm collecting information from other areas that do not report to me.  I must have misunderstood about who specifically and via what method communication was taking place.Ultimately, however,  I can only answer according to University policy.  The last day to enroll in a health insurance plan was September 21st.  After that point, the insurance is not cancelled.  The University pays the premium on plans purchased.  We expect students to pay their portion of the premium costs.  Period. Ms. G[redacted] response of changing your plan and ultimately reducing your cost by greater than half appears more than equitable. Your resolution of eliminating your cost entirely is not a reasonable compromise.  This would establish a precedent for the University that would imply our policies and practices have no meaning, no value and are of no consequence.  Ultimately, you elected to purchase the most expensive, most lengthy time commitment policy available.  This was a voluntary action on your part, and I regret that you must take responsibility for your choice.I cannot speak to the information that was provided to you via the insurance company.  I can only inform you of the University's policy, which has been reiterated multiple times.  If [redacted] chooses to cancel your policy directly, that may be their prerogative, however, the University will not cancel a student's health insurance after our published cutoff date.Veronica H[redacted]Director, Treasury Services