Institute of Business & Finance

RE: Customer Complain - [redacted] To Whom it May Concern, Both [redacted] and myself, (***) have worked with Mr [redacted] to explain that he is outside our refund policyMr [redacted] checked off that he had read the student manual in our online study systemThis indicated to us that he had read and understood all of IBF's rules and policiesOn page of the Student Manual in the "Refund Policy" we indicate that, "The student should return all materials in perfect, resalable order." [redacted] was wiling to work with Mr [redacted] outside the typical policy to still refund him less then the value of one moduleIn correspondence Mr [redacted] only indicated highlighting Module IAdditionally in an email from Mr [redacted] on 9/25/we learned that Module V was missing from his original shipmentThis was an oversight and Student Services shipped him a replacement the same dayThe package has a tracking number and was delivered on 10/2/and Mr [redacted] never indicated that he had not received it Upon receiving Mr***'s materials that we would process for a refund we discovered that Module I and II we highlighted and that Module V was missing from the materials completelyHalf of the materials for the course were either not returned or used and not eligible to be resoldAs such this went well outside our already bent policy and Mr [redacted] would not be able to receive a refundBecause of this we offered to send back his materials which he declined This is a regrettable situation but IBF went beyond typical measures to work with Mr***, unfortunately we were not able to grant a refund due to two modules being unable to be resold, and another module missing Best Regards, [redacted] Director of Student Services & Membership Institute of Business & Finance phone:###-###-#### fax:###-###-#### email: [redacted] @icfs.com web:www.icfs.com [redacted] Director of Sales Institute of Business & Finance phone:###-###-#### fax:###-###-#### email: [redacted] @icfs.com web:www.icfs.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[As *** rightly points out, the refund policy states: "The student SHOULD return all materials in perfect, resalable order." Not 'must,' 'has to,' or 'shall' but 'should.' Had I chosen to not send anything back, I would have been compliantThe reason why I sent them back is because I have no use for them as I am no longer in the annuity business, which is why I withdrew in the first placeI figured someone could find use for themMoreover, even *** herself admitted to me during our phone conversation that their return policy should be more clearAs such, I respectfully request that IBF live up to its policy and refund my $$ as courts routinely interpret an ambiguous contract term (i.e'should') against the interests of the party who prepared (i.eIBF) the contract and created the ambiguity]
Regards,
*** ***

RE: Customer Complain -
*** ***
To
Whom it May Concern,
There is nothing more that
we can do to resolve this issueWe have explained in much detail why Mr***
is outside of our refund policyIBF takes all comments and concerns seriously
and uses them to improve our business, that was the intention of the comment
*** made
Best Regards,
***
***
Director of Student Services & Membership
Institute of
Business & Finance
phone: ###-###-####
fax: ###-###-####
email: ***@icfs.com
web: www.icfs.com
*** ***
Director
of Sales
Institute of
Business & Finance
phone: ###-###-####
fax: ###-###-####
email: ***@icfs.com
web: www.icfs.com

RE: Customer Complain - [redacted]
To Whom it May Concern,
Both [redacted] and myself, ([redacted]) have worked with Mr. [redacted] to explain that he is outside our refund policy. Mr. [redacted] checked off that he had read the student manual in our online study system. This indicated to us that he had read and...

understood all of IBF's rules and policies. On page 5.2 of the Student Manual in the "Refund Policy" we indicate that, "The student should return all materials in perfect, resalable order." [redacted] was wiling to work with Mr. [redacted] outside the typical policy to still refund him less then the value of one module. In correspondence Mr. [redacted] only indicated highlighting Module I. Additionally in an email from Mr. [redacted] on 9/25/2013 we learned that Module V was missing from his original shipment. This was an oversight and Student Services shipped him a replacement the same day. The package has a tracking number and was delivered on 10/2/2013 and Mr. [redacted] never indicated that he had not received it.
Upon receiving Mr. [redacted]'s materials that we would process for a refund we discovered that Module I and II we highlighted and that Module V was missing from the materials completely. Half of the materials for the course were either not returned or used and not eligible to be resold. As such this went well outside our already bent policy and Mr. [redacted] would not be able to receive a refund. Because of this we offered to send back his materials which he declined.
This is a regrettable situation but IBF went beyond typical measures to work with Mr. [redacted], unfortunately we were not able to grant a refund due to two modules being unable to be resold, and another module missing.    
 
Best Regards,
 
 



[redacted]
Director of Student Services & Membership


Institute of Business & Finance

phone:###-###-####
fax:###-###-####
email:[redacted]@icfs.com
web:www.icfs.com
 


[redacted]
Director of Sales

 
Institute of Business & Finance

phone:###-###-####
fax:###-###-####
email:[redacted]@icfs.com
web:www.icfs.com

Review: I enrolled in their annuity course with the intention of getting my annuity specialist designation. However, I have since left the business. As such, I attempted to withdraw the course per the user agreement. I notified [redacted] in writing of my intention, explaining to her why (she mentioned if that it was a time issue that for $50 more I could extend the completion by date). I told her I was leaving the business. To my surprise, she asked for the materials back, which is not noted in the user agreement that, again, they provided me upon enrollment. Moreover, the user agreement only notes the taking of tests as actions that would lessen a refund if withdrawing from the class (I took NO tests). I told her that a book had been marked, as it was my intention to take exams, and she told me that they wouldnt normally accept a return but that she would make an exception (at the cost of $50). I didnt want to argue so I packed the materials up and shipped them to CA.

I recently received a call from [redacted] telling me that a refund would not be honored, that no money would be returned to me despite (a) sending the materials back (b) never taking a test. She told me that the second book was marked, and that a 5th was missing. Coincidently, it was the same book that I never received and requested a replacement, but now I dont recall receiving.

Apparently there is reference of returning the books ("should return") in the student handbook, but again, and I cannot stress this enough, not in the user agreement. [redacted] even conceded that they should probably put that in the agreement as well (if she denies it, our conversation should have been recorded per the rmessage indicating that will happen when calling).Desired Settlement: Refund as outlined per the user agreement

Business

Response:

RE: Customer Complain - [redacted]

To Whom it May Concern,

Both [redacted] and myself, ([redacted]) have worked with Mr. [redacted] to explain that he is outside our refund policy. Mr. [redacted] checked off that he had read the student manual in our online study system. This indicated to us that he had read and understood all of IBF's rules and policies. On page 5.2 of the Student Manual in the "Refund Policy" we indicate that, "The student should return all materials in perfect, resalable order." [redacted] was wiling to work with Mr. [redacted] outside the typical policy to still refund him less then the value of one module. In correspondence Mr. [redacted] only indicated highlighting Module I. Additionally in an email from Mr. [redacted] on 9/25/2013 we learned that Module V was missing from his original shipment. This was an oversight and Student Services shipped him a replacement the same day. The package has a tracking number and was delivered on 10/2/2013 and Mr. [redacted] never indicated that he had not received it.

Upon receiving Mr. [redacted]'s materials that we would process for a refund we discovered that Module I and II we highlighted and that Module V was missing from the materials completely. Half of the materials for the course were either not returned or used and not eligible to be resold. As such this went well outside our already bent policy and Mr. [redacted] would not be able to receive a refund. Because of this we offered to send back his materials which he declined.

This is a regrettable situation but IBF went beyond typical measures to work with Mr. [redacted], unfortunately we were not able to grant a refund due to two modules being unable to be resold, and another module missing.