Southside Virginia Community College

Southside Virginia Community College (SVCC) strives to ensure every student receives the best customer service possible Thank you for bringing this issue to our attention; we welcome the opportunity to improve our servicesTo assist this student with the issue presented, it was necessary to find as many details surrounding the problem as possibleWe have found the following information about the student’s account *The student registered with SVCC on 7/29/in classes*He enrolled in the TMS payment plan on 8/1/2016.*He dropped the classes on 8/24/ *On 8/25/he called TMS to withdraw from the plan, at which time they informed him to contact the college for refund information(This is basic protocol for TMS once the funds have been disbursed from them to the college, but at this time no funds have been disbursed to the college and the student should have been advised by TMS of the refund process.)*On 8/31/TMS also noted that he called back and was inquiring about the refund process and they transferred him to the "refunding line" (We are still uncertain as to which refund line TMS referencedAgain, this was an opportunity for TMS to explain the refund process to the student and that did not happen.)*SVCC's call center does not have any information on this student calling, nor does the internal helpdesk, however there are many published numbers that are available that the student could have used There is no way to know who the student talked to unless he were to give us names We welcome that feedback in order to provide better customer service training for that (those) individual(s).None-the-less, we seek to clarify for this student when to expect a refund as a TMS participant Essentially, since the student withdrew from the plan before the priority refund deadline, TMS is scheduled to send the collected money to the college on Monday, Sept19, and within business days of receipt of the funds any overpayment will be processed as a refund Depending on what the student’s refund preference is, direct deposit, refund to card (prepaid card program), or paper check, the student can expect to see this refund within 10-days of processing The processing of refunds is done through another extension of TMS Please have the student contact us directly, at [redacted] , with any further questions about this process For future reference students can always find up-to-date information about our payment plan processes and refunds on our website: [redacted] We have also taken the opportunity to share with our vendors these concerns and have requested changes in their response protocols.Thank you

Southside Virginia Community College (SVCC) strives to ensure every student receives the best customer service possible.  Thank you for bringing this issue to our attention; we welcome the opportunity to improve our services. To assist this student with the issue presented, it was...

necessary to find as many details surrounding the problem as possible. We have found the following information about the student’s account.  *The student registered with SVCC on 7/29/16 in 8 classes. *He enrolled in the TMS payment plan on 8/1/2016.*He dropped the classes on 8/24/2016.  *On 8/25/2016 he called TMS to withdraw from the plan, at which time they informed him to contact the college for refund information. (This is basic protocol for TMS once the funds have been disbursed from them to the college, but at this time no funds have been disbursed to the college and the student should have been advised by TMS of the refund process.)*On 8/31/2016 TMS also noted that he called back and was inquiring about the refund process and they transferred him to the "refunding line".  (We are still uncertain as to which refund line TMS referenced. Again, this was an opportunity for TMS to explain the refund process to the student and that did not happen.)*SVCC's call center does not have any information on this student calling, nor does the internal helpdesk, however there are many published numbers that are available that the student could have used.  There is no way to know who the student talked to unless he were to give us names.  We welcome that feedback in order to provide better customer service training for that (those) individual(s).None-the-less, we seek to clarify for this student when to expect a refund as a TMS participant.  Essentially, since the student withdrew from the plan before the priority refund deadline, TMS is scheduled to send the collected money to the college on Monday, Sept. 19, and within 10 business days of receipt of the funds any overpayment will be processed as a refund.  Depending on what the student’s refund preference is, direct deposit, refund to card (prepaid card program), or paper check, the student can expect to see this refund within 10-14 days of processing.  The processing of refunds is done through another extension of TMS.  Please have the student contact us directly, at [redacted], with any further questions about this process.   For future reference students can always find up-to-date information about our payment plan processes and refunds on our website:  [redacted]We have also taken the opportunity to share with our vendors these concerns and have requested changes in their response protocols.Thank you.