Northern Arizona University

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.

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,

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.

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