Troy University - Southeast Region Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Troy is validating my complaint by stating that I called to inquire about dropping the course and was given clear instruction on how to proceed with withdrawing from classI followed the steps and completed the withdrawal formI was never made aware that the form was wasnt receivedI'm not certain if this was a system issue or what but I followed every step I was advised to do by the institution

Since the student was dropping the only course remaining she was, in fact, withdrawing from the University which cannot be done online. The student is correct that all of the other courses were dropped as she intended but dropping the only remaining course is actually withdrawing. Two courses were dropped on 10/24/at 9:PM and two courses were dropped 10/3/at 9:AM and 10:AM. Withdrawing is a serious decision on the student's part and requires following the procedure listed below (quoted from the student's catalog)
- Students
who wish to withdraw from all classes during
the time period from early registration through the
last
day of late registration must cancel their
registrations (in
writing) through their home location’s Records
Office
- This
written cancellation does not require the completion
of the withdrawal form or an exit interview
Financial
obligations for payment of course tuition and fees
will only be removed when written requests for
cancellation
of registration have been received
• From end of late registration through the last day
to withdraw
without academic penalty
- Students
who wish to withdraw from the University
during the time period from the end of late
registration
through the last day to withdraw without academic
penalty
must complete an official withdrawal form and an
exit interview with the designated withdrawal
official at
the student’s home location
- Withdrawal
prior to the last day to withdraw without
academic penalty will result in a grade of W,
withdrawal,
which is non-punitive
There is no record of the student cancelling her registration as specified in the instructions above. All transactions involving academic and financial matters must have the appropriate documentation for the protection of the student and the University. As stated in the previous response to the student's complaint, any balance showing on her account is proof that no action has been taken. Sufficient time remained to complete the withdrawal had the student acted after seeing the charges on her account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]6, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 It makes no sense for me to contact the institution advising them that I needed to drop my classes, take their instructions and not follow through. Out of the three classes I called about, two of them were successfully dropped because of the action I took from the institution advise. However, the last class didn't get dropped. I have been billed $854.00 for a class I never attended. I didn't even attempt to take the class. I never received any type of finances aid or student loans from this instutuion. Troy has mentioned in their previous communication that I am requesting a refund but I'm not. I am only asking not to be billed for a class I never attended. This economy has already put a strain on my family finances. We have been struggling to make ends meet.  I think it is unjust to charge consumers for a service or product they never received.

We have reviewed our records regarding this complaint and find that on October 19, 2011 the student called our help line and was instructed to complete the withdrawal form available on the University's web site.  The recording of the student's conversation with the help desk agent is clear and...

the student appears to be following along on the form as the agent guides her.  She responds positively to the agent's instructions, however the form was never submitted.  Had the student submitted the form at that time as instructed by the help desk agent she would have received a full refund of tuition.
Please let me know if additional information is needed to resolve this issue.
[redacted]
AVC, Global Campus Operations
Troy University

We have reviewed the activity for that day and there was no form submitted by this student.  There were other submissions received that day and there were no problems related to the automated form.  Students see activity on their account within 24 to 48 hours of submission.  If the credit did not show up within that time frame sufficient time remained to receive full credit by notifying Student Financial Services.  There is nothing in the records that indicates that the student submitted the form or that the student notified Student Financial Services that the credit was not applied to her account.  Students have online access to their accounts 24/7.