Engineering Leadership Design Company, LLC

I apologize for any frustration youexperienced with Smart Tuition.  Inresearching your account, on 6/10/15 your first payment failed because accountnumber structure is invalid.  You wouldneed to speak to your bank directly as to why they failed the transaction.  We absorbed the failed...

fee on our end.  No late fee was assessed.On 6/12/15 a phone payment was attemptedwith a different checking account and that transaction failed due toPolicies/regulations restrict activity to this account.  You would need to speak to your bank directlyto see why they rejected this transaction. We absorbed the failed fee on our end. No late fee was assessed. We credited your account for the missing money gram today6/29/15 for $417.50.  The payment wasdelayed because the Smart Family ID was written incorrectly on the moneygram.  This caused a delay in processingbecause the money gram had to be sent from our lockbox to our company office toresearch.  We have not received your Julypayment yet, I would give it a few more days.We have many different payment options.  You do not have to use a credit card but ifyou would like to use one there is a convenience fee of 2.65%.  You can avoid this fee by paying from achecking or savings account by providing a routing number and a bank accountnumber.I will reach out to you directly and confirm the correct SmartFamily ID number for future use.  Thankyou for your patience in this matter.

Good afternoon,   I apologize for any inconvenience.  The due date on your account is the 1st of the month.  We received your May payment on 5/11/17 and a late fee was charged.  I have waived late fees on the account and you have a zero balance.  Going forward, please make...

payments on or before your due date to avoid any late fees on your account.   If you have any questions, please let us know.   Kind regards,   Jim L[redacted] Director of Parent ExperienceSmart Tuition

Mr. [redacted],My name is [redacted] and I am the Director of Parent Experience with Smart Tuition.  Iapologize for any frustration you have experienced during your 3 years withSmart Tuition.  Smart Tuition generates invoices 20 days before your duedate of the 1st of the month.  The...

school also provides a 7 day graceperiod.  If payments are received before that grace period expires, nolate fee is charged.  I have waived the late fees in the amount of $105and turned off the follow up service for the remainder of the year.  Smart Tuition offers many different payment options.  We offer phone payments throughour 24 hour help center (###-###-####). We offer web payments through our parent website ([redacted]).  We offer auto debits (ACH) which automatically withdraw the funds on your due date.  You can also make cash payments at [redacted],[redacted], and [redacted].  We also accept checks and money orders.  Paymentsmade by online bill pay are accepted however it is not the fastest way to paySmart Tuition.  The payment is actually mailed to Smart Tuition from your bank. The [redacted] advises customers that they should allow 7-10 days for regularmail deliveries.  If you have any additional questions, please contact me at ###-###-####. Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I do hope the changes are made.  Maybe throw in a " By the way, that does not apply to credit card payments." 
Regards,
[redacted]

I apologize for any frustration you are having with Smart
Tuition.  I see that you have been with
us for 2 years now.  In reading the notes
from last year I see that you had a similar dispute about online bill pay with
your bank.  Online bill pay is a
convenient way to make a...

payment through your bank, however it is not the
fastest way to make a payment.  It should
not take 2-3 weeks for your payment to get to us.  There are a variety of factors with online
bill pay that are out of our control.  We
depend on the banks to mail the payment to us and the USPS to deliver the
payment to us.  We have seen that sometimes
big banks generate checks from different locations from across the country even
though you are sending us the check from New York.  It depends on where their distribution
centers are located in the country.  Additionally,
banks also send checks to us and other companies in batches.  I have personally seen this happen when I
visited our lockbox site in New Jersey.  Batching is simply holding a number of checks and then sending them
altogether at once regardless of the dates of the checks.  The batch I saw on my visit had checks from
the 2nd to the 14th in the example that they showed
me.  These are just some of the factors
that we have to deal with regarding online bill pay.  In order to combat these issues that our out of our control,
we are looking into receiving online bill payments electronically.  There is no ETA yet however I am hoping we
have this in place sometime next year.  In
the meantime, we have a number of other options to make payments quickly.  You can set up an auto debit, you can make a
one-time payment on our website or phone, we accept cash payments at 7 Eleven,
Family Dollar, and Ace Cash Express.  Some schools even accept in school payments, however I would check with
them before you attempt to make a payment at the school.I have absorbed your failed bank fee of $30 and we already
waived the $40 late fee.  If your payment
in process fails, I will absorb that $30 failed fee also.  When you called on 12/1/15 our call center
representative was going to open a ticket to absorb this fee however the call
was disconnected.  I understand your
frustration and I am doing everything in my power to improve this process going
forward.  Please call me directly if you
have any more questions regarding online bill pay or failed bank fees.  I will speak to our call center
representative and account manager for the school to review your situation.Sincerely,[redacted]Director of Parent ExperienceSmart Tuition

This business needs to offer itemized billing. They also need to bill monthly. They sent me a bill in May for amounts allegedly owed as far back as March. The first email I saw was May 31st and the first email sent was on May 20th (which also did not contain an itemized bill). This business needs to improve its billing practices markedly and nothing in their response indicates that they understand the billing problems they have.

I apologize for any frustration you had with our billing
process. The fee added to your account
on 12/14/for $50. The school has
advised our account manager that their parents are aware of all the fees. Even though that may be the case, we still should
have
sent out a modified invoice after we added the fee to your account.
We waived the late fee for $on the initial phone call to
our customer service center. The phone
call was then transferred to our supervisor on a recorded line and you advised
our supervisor you did not want an explanation.
You went on to explain that you we speaking on behalf of all the Hispanic
families in your community who cannot speak to us. Just in case you didn't know, we do have a
Spanish speaking reps at Smart Tuition, however we understand what you were
getting at. I will work with our account manager for the school to make sure modified invoices go out if billing is
added after the original invoices go out.
I have sent a modified invoice out to your email address. In the future if a supervisor call is
disconnected for whatever reason, I have advised our supervisors to call the
parent back ASAP to avoid any misunderstandings.
[redacted]
Director of Parent Experience
Smart Tuition

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
While I am still not happy with the way checks are processed by your organization, I do appreciate the reversal of returned check fees, $60.00 and the follow-up call by [redacted]I have used on-line bill pay for years where paper checks have been sent to other companies and I have never had this type of problem.  Additionally, I do still believe that the timing of when my check was processed (same day as the stop payment was put through) is questionable.  Hopefully in the near future, I do hope electronic transfers of money will be possible.  However, in the short term, I would hope that the processing of a paper check could be quicker than 3 weeks.  Tomorrow, I will attempt to payoff the full balance again, this time via phone with a customer service rep.Thank you in advance for your expeditious response and assistance in this urgent matter.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I spoke to Jim regarding my concerns and he said that there are other parents complaining from [redacted] and they are working to address the concerns with their legacy application.
Regards,
[redacted]

I have reached out to the parent by phone and reviewed all of her concerns.  We reviewed how the payment was made on our website and what happened during the phone call.  I was able to resolve all of the parents’ concerns.  Going forward, Smart Tuition does have plans to update our...

parent website in the future and I suggested using our callback feature during the day if there are hold times.  We will also review the phone call with the customer service agent.   Sincerely,   Jim L[redacted] Director of Parent Experience