OnlineEd 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 me
Sincerely,
*** ***

Complainant paid $for an Oregon real estate broker online pre-licensing course with exam prep textbook and shipping chargeThe purchase (enrollment) date was 15-Nov-The purchase invoice is attachedIn accordance with the Enrollment and Terms of Service Agreement, the complainant
gave an email notice addressed to the School Director requesting a refund on 20-Nov-at 10:AM, five calendar days after enrollmentSaid agreement is attachedOur Assistant School Director replied to the complainant’s refund request on 20-Nov-at 10:AMAmong other things, this reply included statements that the School Director’s Office will process the request on to the accounting department, that the School Director’s office does NOT approve or disapprove refund requests, and that refunds are calculated by our accounting department using the Enrollment Agreement acknowledged by the complainant during our enrollment processAdditionally, the reply provided instructions that questions about refund requests or to check on their status should be in email format and should include the entire email thread of the refund requestThese emails are attachedA partial refund of the entire amount paid by the complainant was subsequently issued on or about 04-Dec-in the amount of $We believe this amount to comply with Paragraph of our Student Enrollment Agreement and Refund Policy, Cancellation After Five Days, which states that if cancellation of the course occurs after five calendar days of the date of enrollment and after Program Commencement and before the completion of the first lesson quiz, we will withhold the $registration fee (this fee covers our recordkeeping costs, instructor fees for the student that accrue upon accessing the first lesson quiz, and other associated costs), $program cancellation fee (this fee is charged to cover the labor and other charges associated with the cancellation), $for the bound Exam Prep book ordered by and shipped to the complainant (we do not accept returns on books; we do not offer used products for sale) $materials access fee (this fee covers the cost of the student having unrestricted access to and being able to download in electronic copy our entire Oregon real estate broker pre-license curriculum consisting of seven courses)Additionally, since the complainant requested a refund after completing the first lesson quiz, there was an additional charge of $withheld, which is a pro rata charge for using the first of seven coursesThe agreed to refund policy is attachedOur Assistant School Director gave the appropriate response consistent with school policy that he could not commit to discussing refund requests and would pass along the complainants request for more money, and that it is our policy to address all refund concerns in an email format to avoid misunderstandingsWe do realize that life circumstances change, but as much as we are sympathetic, we must to our best to adhere to our posted policies and administer them fairly. Of additional note, our enrollment and refund policies are public facing on our websiteThis means that consumers do NOT have to enroll in a course before viewing these documents, and students have 48-hours from enrollment to review this package of courses and then to receive a refund if it should not meet with their learning style or for any other reason. Regarding the complainant’s paragraph below, we believe the comments to be unfair, false, unjustified, and unwarrantedAdditionally, we view them to be deliberately designed to inflict intentional harm to the company and against an individual employee for who attempted to explain our position and policy.“For all new students, please enroll with a different company with better customer service that would refund you fairly and doesn't just keep your money for nothingI understand paying for a cancellation fee, books/materials, and access to module for less than days, but the rest of the charges were completely unjustified.”CLOSING: As demonstrated in this reply, we believe all charges are completely justified and meet with our refund policy as agreed to by the complainantIf the complainant has a specific issue with understanding our interpretation of a written policy or how the refund was calculated, we will address theseLikewise, if we made an error that is brought to our attention we will certainly correct itWe are not adversarial; however, we will address all refund requests equally and fairly and according only to our refund policyTo do otherwise would be tantamount to an unfair business practice and inconsistent with school policy.PROPOSED SOLUTION: Should the complainant provide supporting documentation that complainant’s refund was not issued fairly and in accordance with our refund policy we will return the amount in disputeWe are neither a confrontational organization or unwilling to correct an error

We were able to resolve this situation directly with our customer to her stated satisfaction

This customer complaint was promptly investigated and found to be legitimate and accurate. The way this was handled is NOT our policy for a payment inquiry or to reverse a duplicate purchase; rather the initial charge should have been immediately voided or the card never charged a second time. The...

individual responsible for this initial situation is terminated; remaining telephone support and sales staff were met with to make sure policy is thoroughly understood; BOTH charges were immediately 100% refunded to the customer's account; and we telephoned the customer to personally apologize and explain in detail the action taken.

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.
Hello, I would just like...

to inform you that this complaint has been resolved by the Onlineed with a resolution that I am very comfortable with. The owner,  Jeff, contacted me the very next day and by late afternoon he had given me two extensions for 3 months at no cost. This resolution is satisfactory. Thank you so much for you help. Sincerely, [redacted]