R & L Towing

I apologize for any frustration that you are having applying for financial aid We were just notified about your school not using Smart Aid this year I have issued a request for you to be refunded the processing fee of $by check Sincerely, *** ***Director of
Parent ExperienceSmart Tuition

I apologize for any frustration that you are having with Smart Tuition. On your first call to Smart Tuition you requested a payment plan change on 7/7/15. There was also a question about you $payment for school fees that you sentWe emailed you on 7/7/that the payment plan was
changed and that the school was in the process of transferring payments to Smart Tuition. On 7/31/15, you called requesting we waive the Smart Admin fee of $35. On 8/3/15, we emailed you that we cannot waive the Smart Admin fee of $35. Due to the fact that the Smart Admin fee of $was never paid, a late fee was charged because there was a balance that remained on the account. On 8/26/15, you requested the late fee be waived and about the $that was a missing payment. On 8/26/15, we were advised by the school that the $was not billed through Smart Tuition in the first half and per the school the late fee should not be waivedOn 8/31/you called regarding all of the previous questions and spoke with one of our supervisors who advised you of all the previous notes on the account. On 9/2/15, you spoke to another representative and disputed the late fee againWe reviewed this with the school on 9/2/and they advised the late fee should remain on the account. We called you back on 9/2/and left a message on your voicemail. We will waive the $late fee as a one time courtesy. If the previous balance is not paid in full another late fee will be chargedWe are also going to speak to your school directly about your complaintto advise them of what happened.Smart Tuition has been in business for almost years with private and religious schools. We are not in the business of “scamming” parents for a $late fee. We understand this is a new process for you and we will continue to work with the Diocese of Philadelphia going forward. Some of the positive things that Smart Tuition offers parents is a hour parent help center, a personal account that you can log into to view your account, and many different payment options. We wish you the best of luck in the upcoming2015-school year.Sincerely, Smart Tuition

I apologize for any confusion. I absorbed the failed bank fee for $30. I will call you directly to clear out any old bank info from our system and enter it in correctly. There may be multiple bank accounts on file and one of the bank account numbers may be incorrect. That
would explain why some of the transactions go through and the other transactions did not. Just FYI, we already waived the other failed fees. Best regards, *** ***Director of Parent ExperienceSmart Tuition

We have reached out to Mr*** to go over his concerns about the websiteAfter speaking to Mr*** we were able to reset his password, activate his account, and took some suggestions for a better experience.Nichole K***###-###-####

I apologize for any frustration you are experiencing with Smart Tuition. We have reallocated your payment plan so that the months that were missed are spread through the remaining months. We emailed you an updated invoice today I received the escalation from our Team Lead
yesterday and reached out to Ms***. I advised her that the credit card that she was attempting to pay tuition with is not going through. I offered to call the credit card company with her on the phone. She declined but she advised me she would call me back in an hour. I never received a call back but hopefully she worked everything out with the credit card company. When we receive a credit card payment the bank immediately informs us if the credit card is acceptable or not. In this case, the parent received an error code from her bank. There was no convenience fee because the credit card transaction was never processed If the parent would like to make another payment today, we are available. We provide other payment methods in case the parent would like to pay by another method. I recommend either making the payment over the phone or on our website to eliminate any transit times. If Ms*** would like to call me directly to make the payment, that is fine also Sincerely, *** *** Director of Parent Experience Smart Tuition

I apologize for any confusion that resulted from what you read on our website. You can make a payment at no additional cost by phone or web if you are using a checking or savings account. If you choose to use a credit card there is a convenience fee associated with that
transaction. Smart Tuition notifies everyone that uses a credit card that there is a convenience fee before we process the transaction. If you do not agree to the convenience fee or change your mind, you can cancel the transaction. When you first started making payments to Smart Tuition on 6/30/you used a checking account on the phone and there were no additional fees. Each time you used your credit card, we notify you of the credit card convenience fee before the transaction is processed. We do not charge a processing fee for payments by phone, web, or mobile app I have requested to have this line updated on our website. The total amount of the convenience fee’s was $for both years The larger tuition payments you made last year were from a checking account and there were no fee’s on those transactions. I will credit your Smart Tuition account for 16-with a $courtesy credit for the feedback regarding our website. Thank you for being a Smart Tuition parent. We appreciate your feedback so that we can improve our company going forward Sincerely, *** ***Director of Parent ExperienceSmart Tuition

Good morning, I apologize for any misunderstanding with your account at Smart Tuition. Schools are instructed to provide Smart Tuition with information when a parent withdraws from school. Typically, there are procedures to follow when a student withdraws from school and parents
typically notify the school first to advise them their student isn’t returning. We would not have first hand information about a withdrawal unless we were called by the school When you called our customer support line on 2/27/we contacted the school and the school withdrew your child on 3/1/18. When you contacted Smart Tuition on 3/8/there was a balance of $remaining on the account. The balance was removed by the school after the call. Smart Tuition does not ask for social security numbers and we do not report to credit agencies. Your credit would not be affected by Smart Tuition in this situation Kind regards, Jim L***Director of Parent ExperienceSmart Tuition

Good morning Mrs***, Thank you for contacting Smart Tuition regarding your issue. I apologize for any inconvenience you had with the billing of Before and Aftercare. Smart Tuition has procedures in place for this school for late billing of Before and Aftercare fees.
This procedure was not followed and it caused a late fee to occur. The follow up service should have been turned off this month which would have prevented the late fee from being charged to the account. The challenge that we have is that we receive late billing from the school and we have to bill in the current month. This practice is not one of our recommended best practices because it doesn’t give parents the advanced notice that they need to make payment arrangements. I have spoken to the account manager for the school to review the current process in place and see if we can improve it to prevent this from happening again. In the meantime, I have taken care of the late fee and turned off your follow up service until the last month of the plan If you have any other questions, please let us know Kind regards, *** *** Director of Parent ExperienceSmart Tuition

[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 ***, and find that this resolution is satisfactory to me
I will review the late fees policy directly with the School as well to ensure they don't overcharge late fees with no grace periods prior to any case being filed on them or losing students.Thanks for the immediate responseI see that the Director *** *** at Smart Tuition has been active in resolving cases quicklyMaybe cases should be escalated directly to you before it gets to the Public like thisThanks a lot JimAppreciate your help and intervention to get this resolved
Regards,
*** ***

Hi, my name is *** *** and my complaint id is ***. I nolonger want to make the complaint. It was actually just resolved and I amhappy with the results. I would like to withdraw my complaint if possible.If you have any further questions you many contact me
thru email or by phoneat ***. Thank you

I apologize for any inconvenience with your Sacred Heart Schools account. Smart Tuition sent out an email notifying parents about switching our accounts over to emailed invoices. In the email, we gave parents the option of choosing to go back to paper invoices by logging into their Smart
Tuition account and changing the setting You have already been changed back to paper invoices on 6/21/17. Your school generates invoices days before the due date. If you are receiving invoices later than expected, you may wish to consider changing back to emailed invoices. The only late fee you received was waived by the school May 3rd. The school has also turned off the late fees for the whole 2017-school year. The 3rd party account holder was also added on 6/22/ Account holders and schools can add additional account holders by calling Smart Tuition. All issues appear to have already been resolved. Please let us know if there is anything else we can assist you with Kind regards, Jim L*** Director of Parent ExperienceSmart Tuition

Good morning, I apologize for any frustration that you experienced with Smart Tuition. The due date on your account is the 1st of the month. Your school has a 6-day grace period to allow payments in the mail to be received on time. Typically, payments mailed 5-business
days before the due date are received in time. Your school generates invoices days before the due date which is more than most schools that generate invoices days before the due date One thing that may be helpful would be to sign up for emailed invoices to eliminate any transit times with the post office. I would also recommend making payments on our website or phone to avoid any delays going forward. To be perfectly clear, you received late fees this year. The first late fee was in July of when the payment was received on 7/7/2016, which we previously waived. The second late fee was in March of was received on 3/8/17. The third late fee was in May and you made the payment on our website on 5/10/17. One thing I did notice was the account number being used is from 15-which may cause the payment to go to our special handling section for processing. This may delay the processing of the payment when the payment goes to special handling. If you update the account number on your checks to the current account number, it would be most helpful. If you need assistance with that, please give us a call or use our Live Chat feature to contact us. I have waived the late fees on your account. Please let me know if you have any other questions Kind regards, Jim *** Director of Parent ExperienceSmart Tuition

[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:As a note of accuracy, the first email regarding the change in payment policy was sent at 5:53PM on 9/ The retraction email noted by Mr*** was sent at 10:16PM Not one hour later, but over hours later, after I'd already spoken with the company However, given that the policy remains unchanged and is stated as such in writing, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me
Thank you very much for all of your helpThe issue was resolved and I have made my payment as agreed
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to meThank you for your help
Regards,
*** ***

I apologize for any frustration you have with Smart Tuition. I would first like to thank you for using Smart Tuition for around years. We truly appreciate that you have been with us for a while and value your feedback. Smart Tuition has been providing private and religious
schools options for making payments for almost years There are differences between surcharges and convenience fees. The credit card companies that we deal with have fully vetted Smart Tuition and are aware that we charge convenience fees in NY. When making payments on our website, you agreed to the amount to be charged on your credit card. The convenience fee was on the confirmation page with the total amount of the charges Before you click the submit button, you have the option of cancelling the transaction if you do not agree with anything on the confirmation page. We have other options to avoid the credit card convenience fees. Parents do not have to use credit cards to pay your tuition. Payments can be made with your checking or savings account by using your routing number and bank account number. Cash payments can also be made at various locations on our website. Not all parents can make payments from their checking or savings accounts due to various reasons that come up. Smart Tuition tries to offer as many options as possible to make your tuition payments on timeAs a compromise, I will issue you a courtesy credit of $that you can use towards your tuition on your Smart Tuition account. If you have any questions or concerns please feel free to contact me.Sincerely, *** ***Director of Parent ExperienceSmart Tuition

Good morning, Smart Tuition appreciates this parent being with us for years now. We initially sent out notification of the automatic debit on 7/10/for the first due date of 7/20/to the same email address the parent used with the Revdex.com claim. The first automatic debit failed
on 7/20/by the bank after we submitted the payment request to them. The automatic reattempt was also failed on 8/1/by the bank. Our team lead waived the failed bank fees of $for the parent previously. Based on the fact that these payments were never made, late fees were assessed to the account and we will not be able to waive them. We have sent out emails to the parent on 7/26/17, 8/3/17, 8/4/17, 8/14/17, 8/22/17, 8/28/17, and 9/5/17. If the parent has any other questions about the late fees, they can speak directly with the school. We have switched the parent over to emailed invoices and take them off automatic debit going forward. They can make payments manually online or by phone each month going forward. Our account manager has been instructed to advise the school what action we have taken on this account. Kind regards, Jim L*** Director of Parent ExperienceSmart Tuition

I apologize for any confusion. We offer the billing details online however we do not offer itemized billing from schools. The school keeps all itemized billing records in house. We will look into whether we have the ability to offer this at a later date. As of today, all schools keep that data in house. If you need to reference that information you can contact the school directly

I apologize for any frustration you are experiencing with delayed payments. Online bill payments are not sent electronically to Smart Tuition. Payments from your bank are sent by regular mail. The USPS suggests 7-days for delivery. We do plan of receiving online bill
payments electronically in the future however there is no ETA. We understand that many parents use online bill pay to make payments to Smart and this issue is important to us as well. We offer many other ways to make payments in the meantime that are simply quicker than relying on transit times in the mail. We offer automatic debits, one-time payment options, and cash payments. If you have further questions about this please let me know.We have waived both late fees for you and apologize for any confusion with online bill pay. We understand this is an important issue and we are making strides towards receiving online bill payments electronically. If you continue to send payments by online bill pay you may wish to consider sending your payment a few days earlier. If you do not, we offer other options to make payments Sincerely, *** ***Director of Parent ExperienceSmart Tuition

I have spoken to the parent this morning about their Smart Tuition account. The automatic debit was not set up through the parent website which resulted in a late fee being applied. I was able to set up the automatic debit for the parent and resolve any issues that she had with Smart
Tuition. I also reviewed the important points regarding how the automatic debits work with the parent to avoid any future issues. Sincerely, Jim L***Director of Parent ExperienceSmart Tuition