Designlab Learning, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Here’s a full summary of the situation and our response.
Background:
- [redacted] is a student in Designlab’s UX Academy intensive program. This academic program has strict standards, and requires students to stay on track with coursework. Failure to do so results in a withdrawal, and the...

student will receive a pro-rated refund based on time spent in the course.
- [redacted] decided to pay for UX Academy with a 6-month payment plan: 6 monthly payments of $425, on the 15th of each month.
History of communications:
- On February 2nd, a support agent from the Designlab team, [redacted] a note about her course status. 
- On February 13th, [redacted] tried logging into the course platform. Due to an unrelated server issue (that has since been fixed), she was unable to log in. The customer thought this meant that she’d been withdrawn from the course[redacted]
- On the same day, February 13th, a support agent from the Designlab team, [redacted] a follow-up note stating that she was *not* withdrawn from the course and that the error was unrelated. However, she stated that the student would be withdrawn from the course beginning on February 17, 2017, and requested a confirmation email from [redacted] acknowledging the pending action. We do not withdraw students without receiving confirmation first. Screenshot of this email: h[redacted]
- On Wednesday, February 15th, [redacted] followed up with [redacted] still not receiving a written confirmation. Screenshot of this email: [redacted]. At this time, [redacted] was still enrolled in UX Academy, and we were waiting for a response.
- On February 15th, Designlab processed the monthly payment of $425. Since the student thought she had already been withdrawn from the course, she was not expecting this charge.
- On Friday, February 17th, we sent another follow-up email waiting for confirmation from the student: [redacted]
- The same day, we received this complaint address to the Revdex.com
To resolve this situation, we have done the following:
- Issued [redacted] a $425 refund of the payment that she thought was errantly processed. 
- We’ve also finalized the withdrawal, and issued a formal apology for the confusion around this situation — both the withdrawal notice email that had slightly ambiguous wording, and the server issue that prevented the student from logging in
- Our pro-rated refund policy is based on time spent in the program (e.g. if a student is enrolled for only 50% of the course’s academic period, she will receive a 50% refund). This student started the course in November 2016, and was expected to graduate in February 2017. Based on this existing refund policy, she would receive no pro-rated refund. 
- Based on time spent in the course, the student owes her final 3 payments — 2 payments of $425, and one payment of $325 (totaling $1175). We have waived those outstanding payments, so there is nothing due.
We’ve modified our internal procedures to ensure that we cancel pending payments during communications around the withdrawal process.
We sincerely apologize for any miscommunication in this process, and hope that the situation is now resolved.