Northern Arizona University

Mr [redacted] - I would like to start by stating that this 2nd notice from Revdex.com is the FIRST I've received in regards to your complaint I can see that they sent a notice on 1/12/but it does not exist in my email box.I'm not addressing any of the academic advisor issues but I have attached a response from Elizabeth F*.As to the Financial Aid concerns you expressed :I do apologize for the late notice of the SAP Suspension but this was the soonest that we could communicate with students as a result of the timing of grading, the number of files we need to review and the condensed time frame between Fall and Spring We do encourage students to review the SAP policy and sent you a reminder on 1/12/ As to returning a phone call or an email message, we advertise a multi-day turnaround again because of the volume We do not ignore phone calls or emails but we address them in the order in which they are received I do see that your SAP appeal was processed on 1/18/by Chris L [redacted] This was expedited upon the receipt of the Academic Plan I understand you have through the Fall, semester to complete your credit requirements for your degree and certificatesPlease contact me directly if you have any further concerns.Nydia N [redacted] , DirectorOffice of Scholarships and Financial AidNorthern Arizona University [redacted]

Hello, Ms [redacted] - I apologize if this response appears to be late Revdex.com has indicated this is the 2nd request but this is the only request that I have personally received.In your initial offer letter, we listed Estimated Costs that included Meals (not a Meal Plan) in addition to other costs so that you could plan in advance on what your costs might be This was an ESTIMATE of your Meal costs and was not an offer of a Meal Plan via the award letter Your Meal Plan was part of the contract you signed with Residence Life and, as you mentioned in your details, it's required for all freshmen living on campus I have copied April Milling from Residence Life on this response to address your concerns, although she may forward your concern to the Meal Planning Office for resolution.Below is a copy of the Estimated Costs section on your offer letter Note that it does not reflect a Meal Plan but does reflect the general estimated costs of Meals.Let me know if I can be of further help.Nydia N [redacted] , Executive DirectorOffice of Scholarships and Financial Aid

I was told by the financial aid office that I would be awarded and they had automatically put me into the payment programAgain, I would not have agreed to this if I was not given that information that I was waiting to be packaged for financial aidThat is not my error and the fact that my financial aid didn't go through until after I was no longer able to withdraw without owing any money is unacceptableEven when I had submitted for the petition, the required documents wouldn't be available to me because of the situation it fell underSo I do have a copy of it, but again the situation why the charges were not removed is not acceptableI had done everything I needed to ensure I would funding before enrollingI would never have enrolled if I was not told otherwise and the fact I was told on several occasions by financial aid that I would be packaged with financial aid and they were just waiting so give it time is also not my error It was misinformation provided on NAU's end and I want those charges removedI submitted a petition, but of course it doesn't fit the only reasons you listI just keeping getting the runaround of who needs to remove the charges

I was told by the financial aid office that I would be awarded and they had automatically put me into the payment programAgain, I would not have agreed to this if I was not given that information that I was waiting to be packaged for financial aidThat is not my error and the fact that my financial aid didn't go through until after I was no longer able to withdraw without owing any money is unacceptable Even when I had submitted for the petition, the required documents wouldn't be available to me because of the situation it fell underSo I do have a copy of it, but again the situation why the charges were not removed is not acceptableI had done everything I needed to ensure I would funding before enrollingI would never have enrolled if I was not told otherwise and the fact I was told on several occasions by financial aid that I would be packaged with financial aid and they were just waiting so give it time is also not my error It was misinformation provided on NAU's end and I want those charges removedI submitted a petition, but of course it doesn't fit the only reasons you listI just keeping getting the runaround of who needs to remove the charges

Ms [redacted] - The Office of Scholarships and Financial Aid provided you with the best information we had at the time we received your FAFSA results Until we actually try to award you we do not know that you have reached your lifetime limits Also, you as a student are responsible for knowing what you have received and what your remaining eligibility is This cannot have come as a surprise given that you had received financial aid for several semestersThe payment plan and fees were assigned to your account by the Student Departmental Account Services (SDAS) Department and you need to work with that Department to resolve your charges As mentioned previously, the only way the charges will be removed is if you have an appeal to backdate your withdrawal date According to the Registrar's Office, you submitted the appeal form but did not submit any supporting documentation They will not review any incomplete appeals and they will NOT backdate any withdrawals without documentation to support it They have offered to re-surface your appeal if you will submit additional documentation - even though the deadline has passed Please work with SDAS or the Registrar's Office to resolve this issue Nydia N [redacted] Office of Scholarships and Financial Aid

To Whom it May Concern:Although Ms [redacted] complaint has a Financial Aid component, the issue with Financial Aid stemmed from her inability to complete the required credits within a month subscription period and to subsequently gain an extension of her subscription period through the Personalized Learning Department I forwarded the complaint to the Personalized Learning Department and they responded to MsRoulston with an offer to provide her with a two week extension Please see attached email Ms [redacted] has responded and requested an extension to start on Monday, May 11th, In regards to Ms [redacted] eligibility for additional Financial Aid, her progress towards the completed credits will be evaluated at the end of the two week extension to determine if she has gained eligibility for additional funding.Please let me know if you need additional information to address this complaint and thank you for the service that you provide[redacted] , DirectorOffice of Scholarships and Financial AidNorthern Arizona University

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
The response corrects the initial problem of being enrolled in the plan despite having documents sent in before the deadline. However, it penalizes me with months of late fees for the time I spent trying to correct the problem and come up with an accurate balance to pay.This office has a total disregard for customer service and passes on inefficiencies and ineptitutes to students.Regards,
*** ***

Ms*** -
After researching your record, it appears your dispute is regarding the tuition charge for the Spring, semester for which you were placed in a payment plan. This is a charge applied to your account through the Student Departmental Account Services (SDAS) office
and I have gathered information from them to share with you here.My office, Scholarships and Financial Aid, received the results of the FAFSA and when we tried to award you for the Spring term we found you had reached your lifetime eligibility for the Federal Pell Grant and Direct Loans. Until we actually try to award you, we cannot know that you've exhausted all of your eligibility. This was not an error on our part. We do not know until we get all information from the federal processor what your lifetime awards have been. I understand that you withdrew from all of your courses in the Spring, semester when you found out there was no aid. Unfortunately, this was after the drop/add date for the semesterSDAS has a record of a correspondence with you dated June 23, recommending you submit a Petition to Change Drop Date/Withdrawal Date, which if approved, would have removed all of the charges from your account. I cannot tell if you submitted the petition and if you did, what the outcome was. However, that is the only way that any charges would be removed from your account as a result of your withdrawal. If you did not submit a Petition, you may be able to still by going to nau.edu/Registrar/Forms-and-Policies/ and completing the form and submitting it to the Registrar's Office. Until then, please work with SDAS on the resolution of your account.
Nydia N***, Director
Office of Scholarships and Financial Aid

To Whom it May Concern:Although Ms*** complaint has a Financial Aid component, the issue with Financial Aid stemmed from her inability to complete the required credits within a month subscription period and to subsequently gain an extension of her subscription period through
the Personalized Learning Department I forwarded the complaint to the Personalized Learning Department and they responded to MsRoulston with an offer to provide her with a two week extension Please see attached email Ms*** has responded and requested an extension to start on Monday, May 11th, In regards to Ms*** eligibility for additional Financial Aid, her progress towards the completed credits will be evaluated at the end of the two week extension to determine if she has gained eligibility for additional funding.Please let me know if you need additional information to address this complaint and thank you for the service that you provide.*** ***, DirectorOffice of Scholarships and Financial AidNorthern Arizona University

Ms*** - The Office of Scholarships and Financial Aid provided you with the best information we had at the time we received your FAFSA results. Until we actually try to award you we do not know that you have reached your lifetime limits. Also, you as a student are responsible for knowing what you have received and what your remaining eligibility is. This cannot have come as a surprise given that you had received financial aid for several semesters.The payment plan and fees were assigned to your account by the Student Departmental Account Services (SDAS) Department and you need to work with that Department to resolve your charges. As mentioned previously, the only way the charges will be removed is if you have an appeal to backdate your withdrawal date. According to the Registrar's Office, you submitted the appeal form but did not submit any supporting documentation. They will not review any incomplete appeals and they will NOT backdate any withdrawals without documentation to support it. They have offered to re-surface your appeal if you will submit additional documentation - even though the deadline has passed. Please work with SDAS or the Registrar's Office to resolve this issue. Nydia N***Office of Scholarships and Financial Aid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.A resolution has been reached via email with [redacted], however, it is not as summarized in the response. I received a 7 day extension(5/10-5/17), not 2 weeks. Please change to reflect that for accuracy and I will accept it. Thank you,
[redacted]

To Whom it May Concern:Although Ms. [redacted] complaint has a Financial Aid component, the issue with Financial Aid stemmed from her inability to complete the required 12 credits within a 6 month subscription period and to subsequently gain an extension of her subscription period through the...

Personalized Learning Department.  I forwarded the complaint to the Personalized Learning Department and they responded to Ms. Roulston with an offer to provide her with a two week extension.  Please see attached email.  Ms. [redacted] has responded and requested an extension to start on Monday, May 11th, 2015.  In regards to Ms. [redacted] eligibility for additional Financial Aid, her progress towards the 12 completed credits will be evaluated at the end of the two week extension to determine if she has gained eligibility for additional funding.Please let me know if you need additional information to address this complaint and thank you for the service that you provide.[redacted], DirectorOffice of Scholarships and Financial AidNorthern Arizona University

Mr. [redacted] - I would like to start by stating that this 2nd notice from Revdex.com is the FIRST I've received in regards to your complaint.  I can see that they sent a notice on 1/12/2017 but it does not exist in my email box.I'm not addressing any of the academic advisor issues but I have...

attached a response from Elizabeth F[redacted].As to the Financial Aid concerns you expressed . . . :I do apologize for the late notice of the SAP Suspension but this was the soonest that we could communicate with students as a result of the timing of grading, the number of files we need to review and the condensed time frame between Fall and Spring.  We do encourage students to review the SAP policy and sent you a reminder on 1/12/2016.  As to returning a phone call or an email message, we advertise a multi-day turnaround again because of the volume.  We do not ignore phone calls or emails but we address them in the order in which they are received.  I do see that your SAP appeal was processed on 1/18/2017 by Chris L[redacted].  This was expedited upon the receipt of the Academic Plan.  I understand you have through the Fall, 2017 semester to complete your credit requirements for your degree and certificates. Please contact me directly if you have any further concerns.Nydia N[redacted], DirectorOffice of Scholarships and Financial AidNorthern Arizona University[redacted]

Ms. [redacted] - After researching your record, it appears your dispute is regarding the tuition charge for the Spring, 2015 semester for which you were placed in a payment plan.  This is a charge applied to your account through the Student Departmental Account Services (SDAS) office and I have...

gathered information from them to share with you here.My office, Scholarships and Financial Aid, received the results of the FAFSA and when we tried to award you for the Spring term we found you had reached your lifetime eligibility for the Federal Pell Grant and Direct Loans.  Until we actually try to award you, we cannot know that you've exhausted all of your eligibility.  This was not an error on our part.  We do not know until we get all information from the federal processor what your lifetime awards have been.  I understand that you withdrew from all of your courses in the Spring, 2015 semester when you found out there was no aid.  Unfortunately, this was after the drop/add date for the semester.SDAS has a record of a correspondence with you dated June 23, 2015 recommending you submit a Petition to Change Drop Date/Withdrawal Date, which if approved, would have removed all of the charges from your account.  I cannot tell if you submitted the petition and if you did, what the outcome was.  However, that is the only way that any charges would be removed from your account as a result of your withdrawal.  If you did not submit a Petition, you may be able to still by going to nau.edu/Registrar/Forms-and-Policies/ and completing the form and submitting it to the Registrar's Office.  Until then, please work with SDAS on the resolution of your account.   Nydia N[redacted], DirectorOffice of Scholarships and Financial Aid

I was told by the financial aid office that I would be awarded and they had automatically put me into the payment program. Again, I would not have agreed to this if I was not given that information that I was waiting to be packaged for financial aid. That is not my error and the fact that my financial aid didn't go through until after I was no longer able to withdraw without owing any money is unacceptable. Even when I had submitted for the petition, the required documents wouldn't be available to me because of the situation it fell under. So I do have a copy of it, but again the situation why the charges were not removed is not acceptable. I had done everything I needed to ensure I would funding before enrolling. I would never have enrolled if I was not told otherwise and the fact I was told on several occasions by financial aid that I would be packaged with financial aid and they were just waiting so give it time is also not my error.  It was misinformation provided on NAU's end and I want those charges removed. I submitted a petition, but of course it doesn't fit the only reasons you list. I just keeping getting the runaround of who needs to remove the charges.

I was told by the financial aid office that I would be awarded and they had automatically put me into the payment program. Again, I would not have agreed to this if I was not given that information that I was waiting to be packaged for financial aid. That is not my error and the fact that my financial aid didn't go through until after I was no longer able to withdraw without owing any money is unacceptable.
Even when I had submitted for the petition, the required documents wouldn't be available to me because of the situation it fell under. So I do have a copy of it, but again the situation why the charges were not removed is not acceptable. I had done everything I needed to ensure I would funding before enrolling. I would never have enrolled if I was not told otherwise and the fact I was told on several occasions by financial aid that I would be packaged with financial aid and they were just waiting so give it time is also not my error.  It was misinformation provided on NAU's end and I want those charges removed. I submitted a petition, but of course it doesn't fit the only reasons you list. I just keeping getting the runaround of who needs to remove the charges.

Hello, Ms. [redacted] - I apologize if this response appears to be late . . . Revdex.com has indicated this is the 2nd request but this is the only request that I have personally received.In your initial offer letter, we listed Estimated Costs that included Meals (not a Meal Plan) in addition to other costs...

so that you could plan in advance on what your costs might be.  This was an ESTIMATE of your Meal costs and was not an offer of a Meal Plan via the award letter.  Your Meal Plan was part of the contract you signed with Residence Life and, as you mentioned in your details, it's required for all freshmen living on campus.  I have copied April Milling from Residence Life on this response to address your concerns, although she may forward your concern to the Meal Planning Office for resolution.Below is a copy of the Estimated Costs section on your offer letter.  Note that it does not reflect a Meal Plan but does reflect the general estimated costs of Meals.Let me know if I can be of further help.Nydia N[redacted], Executive DirectorOffice of Scholarships and Financial Aid

Ms. [redacted] -
The Office of Scholarships and Financial Aid provided you with the best information we had at the time we received your FAFSA results.  Until we actually try to award you we do not know that you have reached your lifetime limits.  Also, you as a student are responsible for knowing what you have received and what your remaining eligibility is.  This cannot have come as a surprise given that you had received financial aid for several semesters.
The payment plan and fees were assigned to your account by the Student Departmental Account Services (SDAS) Department and you need to work with that Department to resolve your charges.  As mentioned previously, the only way the charges will be removed is if you have an appeal to backdate your withdrawal date.  According to the Registrar's Office, you submitted the appeal form but did not submit any supporting documentation.  They will not review any incomplete appeals and they will NOT backdate any withdrawals without documentation to support it.  They have offered to re-surface your appeal if you will submit additional documentation - even though the deadline has passed. 
Please work with SDAS or the Registrar's Office to resolve this issue. 
Nydia N[redacted]
Office of Scholarships and Financial Aid

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.A resolution has been reached via email with [redacted], however, it is not as summarized in the response. I received a 7 day extension(5/10-5/17), not 2 weeks. Please change to reflect that for accuracy and I will accept it. Thank you,

Ms. [redacted] -
After researching your record, it appears your dispute is regarding the tuition charge for the Spring, 2015 semester for which you were placed in a payment plan.  This is a charge applied to your account through the Student Departmental Account Services (SDAS) office...

and I have gathered information from them to share with you here.My office, Scholarships and Financial Aid, received the results of the FAFSA and when we tried to award you for the Spring term we found you had reached your lifetime eligibility for the Federal Pell Grant and Direct Loans.  Until we actually try to award you, we cannot know that you've exhausted all of your eligibility.  This was not an error on our part.  We do not know until we get all information from the federal processor what your lifetime awards have been.  I understand that you withdrew from all of your courses in the Spring, 2015 semester when you found out there was no aid.  Unfortunately, this was after the drop/add date for the semester.
SDAS has a record of a correspondence with you dated June 23, 2015 recommending you submit a Petition to Change Drop Date/Withdrawal Date, which if approved, would have removed all of the charges from your account.  I cannot tell if you submitted the petition and if you did, what the outcome was.  However, that is the only way that any charges would be removed from your account as a result of your withdrawal.  If you did not submit a Petition, you may be able to still by going to nau.edu/Registrar/Forms-and-Policies/ and completing the form and submitting it to the Registrar's Office.  Until then, please work with SDAS on the resolution of your account. 
 
Nydia N[redacted], Director
Office of Scholarships and Financial Aid