R & L Towing

I received information regarding payment I sent inI still believe Smart Tuition does not process payments in a timely manner in comparison to any other company that deals with mail in paymentsI think it is unfortunate hard working families have to read the fine print to send checks at a minimum of days before the due date with no grace period even though the company themselves admit it takes them longer around holidays to receive payments even though I have NEVER experienced that with any other company ever in my life 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 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 do hope the changes are made Maybe throw in a " By the way, that does not apply to credit card payments." 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 Regards, [redacted]

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/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

I apologize for any inconvenience with your Smart Tuition account We have notified the school of the parents request The primary contact for the school has recently changed and they are not aware of the quarterly plan request made by the parent They are in the process of reviewing this account with the former primary contact to understand what was agreed upon with the parent The school will be in touch with the parent after they have completed their review and also touch base with Smart Tuition with any final adjustments that are needed on the account Kind regards, Jim L***Director of Parent ExperienceSmart Tuition

Good afternoon, I apologize for any frustration you experienced with Smart Tuition. Smart Tuition offers many ways to make payments for tuition. Online bill payment is a payment service provided by the parent’s bank. When parents choose this option, they enter their payment... amount and the bank gives them an estimated date of arrival. The bank then sends the payment through the regular mail. There is no way to track the payment or select a date this payment must be delivered. We recommend to send the payment 5-7 business days before the due date. Unfortunately, we cannot foresee any delays regular mail payments may encounter however we are in the process of setting up a product that will accept some electronic payments from certain banks. This will hopefully reduce transit delays for most of our customers. The two payments in question were received a few days after the due date. I have waived both of those fees. Regarding the credit card convenience fees, some schools allow parents the option to pay by credit card. If parents choose this option, a convenience fee will be charged. Smart Tuition constantly monitors the changes in credit card convenience fees in regards to the rules and regulations. Smart Tuition offers several options to make payments for tuition. We offer automatic debits to checking and savings accounts, one-time payments on our website or phone, mobile app payments, and cash payments as [redacted] , [redacted] , and ***. Some schools even accept in school payments however you would need to check with your school to see if they allow in school payments. I would recommend using one of these options to make payments to Smart Tuition. We will continue to accept payments through online bill pay however it is not the most efficient way to make a payment. We hope to improve this process in the near future. If you have any additional questions, please call me back at the phone number I left on your voicemail. Kind regards, Jim L [redacted] Director of Parent ExperienceSmart Tuition

I apologize for any frustration you are having with Smart Tuition The school has already waived the late fee We can turn on emailed invoices to speed up invoicing for you This will reduce transit time for the mailed invoice You can also pay free of charge with your checking or savings account by doing a one-time payment with your routing number and bank account number You also have the option of setting up automatic debits to your account This is not a processing issue Payments sent to Smart Tuition by all banks online bill payment system comes to us by regular mail We cannot control delivery times and banks cannot guarantee delivery of mail delivery They give you estimated times of delivery We are in the process of setting up electronic online bill pay by the 2nd Quarter of next yearUntil that time comes, I recommend making payments on our website or by our telephone serviceIf you want to continue to use your banks method of payment, please send us the payment a few days sooner.If you have any further questions about this, please let me know Sincerely, [redacted] Director of Parent Experience Smart Tuition

Complaint: [redacted] I am rejecting this response because: I'm not sure what call you listened to but it wasn't just one phone callI had three phone calls and four emails The fee is invalid, if it isn't waived I will have no recourse but to escalate it to the CFPB and the NJ Attorney GeneralWe are talking about a $charge but it is the principle of the matter Regards, [redacted]

Our account manager for the school has spoken to the school about what happenedThe invoices automatically generate days before your due date of the first The invoice in question was generated on 9/11/The school added the fee on 9/12/and that is why the fee did not show on the invoiceWe have explained to the school that is not a best practice and they have apologized for the error The school advised us they would touch base with you about this errorThe late fee was also applied automatically when the balance was not paid on the due dateWhen we figured out what happened we waived the late feeWe apologize for any frustration that you experienced

[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 One note on their response is that I did contact the company via e-mail (vsphone as discussed in their response) prior to reaching out to the Revdex.com and the company's response was not satisfactory which is the reason I contacted the Revdex.com Regards, [redacted] ***

I apologize for any frustration you are having with Smart Tuition We do our best to advise parents of the credit card convenience fees Not too long ago we started displaying convenience fees on the prior to debit reminders We also display convenience fees on our parent website when making one-time paymentsParents have the option of cancelling the transaction before the payment is processed the parent If they do not wish to continue, they can cancel the transaction Additionally, we advise parents on our welcome letters that if they sign up for automatic debits using a credit card there will be a convenience feeSmart Tuition usually does not get a request at the end of the year to refund all credit card convenience fees for the whole year Due to the unusual nature of the request, there were many different parties involved internally and externally The multiple parties involved caused this request to take longer than the time taken for a standard parent request In the end, we refunded all of the payments made by credit card for the year, including all the credit card convenience fees on 7/19/ As a result of having to reverse a year’s worth of credit card payments, extra time was required to research the implications to accounting reports and school records with the school We had to make sure the school was aware of what was being asked and how it was going to affect them with their accounting reports Additionally, we wanted to also make them aware that there would be an outstanding balance due on the account due to all of the payments being refundedIf you have any further questions, please let me know and I will try and assist any way I canSincerely, [redacted] Director of Parent Experience Smart Tuition

I apologize for any frustration you experienced with Smart Tuition We have waived late fees on your account and you are currently paid up to date for December Going forward if the payment is not received by your due date of the 1st a $late fee will be assessed The school determines these settings and depends on timely payments for operating the school The school does not offer a grace period however we have many different payment options to avoid receiving a late fee The best options are setting up an auto debit or making a one-time payment on the phone or the web.We have had previous conversations about your late fee requests with the school and they were denied If you have any other questions about this please feel free to reach out to me.Sincerely, [redacted] Director of Parent ExperienceSmart Tuition

I apologize for any confusion The email you were sent last night was an error You should not have received an email because nothing has changed with your school We sent out a retraction email to you an hour after the mistake was discovered You will be able to use your credit card with Smart Tuition for this school Sincerely, [redacted] Director of Parent ExperienceSmart Tuition

I am rejecting this response because: I never sent any information to this business I do not know what a smart fee is or why I am being b**led for it In the state of **anybody doing business in the state must follow its laws Since this company does not offer a way to communicate without being recorded, it violates that law I am being b**led by a company I can not communicate with for services I never requested I w**l forward the matter to the [redacted] attorney general for evaluati

I apologize for any issues you may have had with Smart Tuition. Online bill payments are not the most efficient way to make a payment to Smart Tuition. This summer we began accepting some online bill payments electronically, however not all banks use our electronic processors. The
best way to make a payment to Smart Tuition is on our website or by phone. You can make payments from your checking or savings accounts using your routing number with a bank account number for no additional fee. The issue with your credit has been resolved. The school collects payments in school and bills them through Smart Tuition. The billing portion was removed for the month and that caused a credit to show on your account. When we found the error, we applied the billing back to the account to correct the issue. I apologize for the inconvenience that this caused you. We waived your late fee as a result of the issue. The agents intention was to have the account corrected for you so that when you made the payment the balance would be accurate. The late fee was charged while we were in the process of resolving your open note with the school’s account manager. As previously stated, we waived the late fee When you log into your Smart Tuition account, we have a link at the bottom of the page for a family tuition statement and my billing details that you can review for more information. The school applies most of the charges through an API system so if you have any additional questions about charges, you can also speak to your campus contact. I will pass along your suggestion to improve our statements so that you will be able to see billing items better. We have a new parent portal on our product roadmap and that is one of the things we will be looking at If you have any additional questions for me, please let me know Kind regards, Jim L*** Director of Parent ExperienceSmart Tuition

Complaint: ***
I am rejecting this response because:
Please provide the name and contact information for the school representative stating I owe a debt to this school. My child does not attend this school
Regards,
*** ***

I apologize for any frustration you are experiencing with Smart Tuition. The late fee was already waived when you called us on 1/4/16. The payment was being processed that day and was in your account on 1/5/16. I have responded to many of these types of complaints regarding online
bill pay. The payment from your bank is sent by regular mail and cannot be tracked. The bank estimates when we should receive the payment. There are many other factors with this type of payment method that are out of our control. We understand that many families use this payment method and that we need to accept online bill payments electronically instead of by check. We do not have an ETA on when this will happen however I want to assure you that I have been pushing for this process to happen ASAP. Until that time comes, we have other options to make payments. I recommend making time payments online or by phone. I understand you may not want to do this but these payment methods are much faster ways to make payments. We are a PCI compliant company and your bank information is blocked out so that no one can see that information going forward *** *** Director of Parent Experience Smart Tuition

I apologize for any confusion. There is a balance on your account of $which consists of (2) $Athletic Fees for $total and a Prior Year Balance of $30.74. Both totals add up to $210.74. In speaking with your school’s account manager, the school adds these fees directly
into your Smart Tuition account. We have no say in the matter. If you are disputing the charges, you should speak to the school directly. We did receive your message that you were going to sue Smart Tuition on Sunday 10/16/16. Unfortunately we did not have any time to contact the school because they were closed on Sunday. We did waive the late fee and are in the process of contacting the school to let them know how upset you are about the fees. As far as your claims we are harassing you, our follow up service is just one phone call and one email each week to remind you of the balance on the account. I have requested our account manager speak to the school admin and have them contact you directly. Once again, I apologize for any confusion and we will make sure the school is aware of your situation.Kind regards, Jim LozanoDirector of Parent ExperienceSmart Tuition

The complaint has been resolved.Unbeknownst to me, they refunded the charges July They did not notify me of this, did not respond to my emails asking for resolution, and I have not had a paper statement from my credit card company since, so did not know.However I can now see online that a
refund has been issued. It took months, their customer service was terrible, I hope I never have to deal with them again, but the money I wanted refunded has been credited

Tell us why here...We explained the parent’s concerns to the school and theyreached out to the parent. Currently the school mandates all families beenrolled with Smart for Charters (SFC)This family has an account in the prioryear as well with SFCFor the current school year, the school
re-enrolled allactive families to be billed again through SFC, including this familyThe schoolreached out to the family to explain and advise that for the current year theschool has not billed this family until May for lunch feeParent confirmedthat he received some emails from SFCThis family was on automatic debit withSFC in prior year, so account rolled over on auto debit. Families onautomatic debit do not get invoices, but do get advice of debit email Theschool also explained to family how they can review their billing itemsonline. The account was taken off auto debit, so that for futurebillings, the family will receive emailed invoices (school uses green invoicefor all families)The school has reviewed all the parent’s concerns with themand advised us that everything has been resolved. Parent has sincesubmitted a payment on balance due