Tuition Management Systems, Inc.

I can not find a customer or payment without the payment confirmation number (provided at the time of payment) or student ID or TMS Account Number

The STUDENT needs to contact his School as we have advised previously for any refund that may be dueHere is the note from the agent who spoke to the student on October 17, at 11:53am "Spw *** adv we will transfer funds on 10/and from there the schl will have to issue a refund"There is
nothing that TMS can do to expedite a tuition refund request

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
According to my school, *** *** *** ***, TMS abruptly changed the disbursement schedule from June to July-this is unacceptable In order to resolve this issue TMS needs to send my funds to my school so that I can be issued a refund I paid my tuition in full on May 1, 2015-there is no reason it should be taking TMS this long to send the funds to my school
Regards, *** ***

I should not have to pay for next month when I am still on current monthI do not agree with TMSIf my payment is due on the 1st, I should have till the next bill to make the current paymentNot pay this month PLUS upcoming moths paymentYour website needs to be updated because its faultyI am paying what I oweI dont expect to pay any lessBUT I will not pay future payments when I signed up for monthly payment plansIt makes no senseYou should get sued
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I have contacted TMS several times once I was told they would send notification to the school to refundAnother agent said it takes daysAnother agent said I had to contact the school and the school said you all are responsible for getting my refund to me & the school sent this information to me in writing via emailTMS has given me inaccurate information several times and the school says TMS is deflecting the issue and needs to handle getting my refund processed.Regards,
*** ***

The issue is the customer entered the bank routing number for both the routing number and the bank account number fieldsThe bank returned the payment for "Account Not Found" because the bank account number was not valid (because the routing number was entered as the bank account)As a one time only courtesy, the $returned payment fee was waivedFuture returned payments may cancel the monthly payment plan automatically

This customer must obtain any refunds of school tuition paid from the institution, *** *** *** ***Our contract with the institution clearly outlines when we disburse monies collected to themOnce the funds are disbursed to the institution, it is their sole responsibility to
process any refunds that may be applicable to this studentThis policy has been explained to the student as indicated in their complaintTMS can not refund monies we collected on behalf of the institution as per our contract with the school

The issue is the customer entered the bank routing number for both the routing number and the bank account number fieldsThe bank returned the payment for "Account Not Found" because the bank account number was not valid (because the routing number was entered as the bank account)As a one time
only courtesy, the $returned payment fee was waivedFuture returned payments may cancel the monthly payment plan automatically

I have reviewed the information provided by the customer and reviewed the recorded callThis issue a result of human error, the agent should not have modified the ACH information for 3/as the file had already been generated on 2/at 12:31am and the agent made the modification at 10:55am
We entered a trouble ticket to our system engineering department, as the change should not have been prevented by the applicationWe are processing a $reimbursement to the customer via separate check

TMS has no control over when the credit card company posts the credit to their customer's accountI can only confirm that we voided the transaction and closed the TMS account in questionWe have no further action to take

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I received a email today that says the school dropped me for non-paymentThis is horrible
Regards,
*** ***

Our first conact with Ms*** for this term was 1/7/when she called after she had pre-enrolled via our website on 1/5/in a five payment monthly payment plan with payments due 1/1/2016, 2/1/2016, 3/1/2016, 4/1/and 5/1/but did not pay the enrollment fee or the 1/1/payment that was due at the timeAll of our customer telephone calls are recorded and the call from 1/7/was reviewedThe agent who handled the call with Ms*** advised her the next payment would draft February 1st via ACH after she made the payment for her enrollment fee and first payment (the 1/1/2016)He went over automatic payment process multiple times throughout the call stated the draft date was the first of each monthHe went over the fact that automatic payments was an OPTION and not required and she COULD deactivate it if she wanted to manually make payments every month but that was up to her as far her preferenceShe ended the call by stating “so once I make the payment to activate then payments will auto draft on the 1st unless I choose to deactivate” and he agreedWe will reach out to Ms*** today to discuss and if needed, allow her to listen to the call from 1/7/

We have attemped on all calls made to TMS by Mr. [redacted] to explain in detail the process for receiving title IV refund disbursements. In fact, he received on June 26, 2015 disbursements totaling $2004.03 direct deposited to the account Mr. [redacted] specified when he selected his refund preference. Here is the process for all disbursements for all students at every school we service (there is no deviation from the process).First Step, if your school is processing a refund for you they will send us a payment file to TMS to process. (the school may post transactions to the students school account that may send out notification about the transaction, this does not come from TMS, we do not have access to see these notifications)Second Step, the school sends TMS the funds to process the disbursements to the students on the payment file (in many cases this does NOT happen the same day the payment file is sent). TMS then will send an email to the email address we have on file to the students on the payment file that the disbursement has been processed. The email will come from afford.com confirming that a refund is in process.  Once you receive that email notification, it will confirm the timeframe in which you should expect to receive your refund depending on the preference you selected to receive refunds. Please continue to check your email, as that will be the most up to date information regarding your refund. TMS cannot send refunds to students until the school has funded that payment file (send TMS the money to disburse to the students on the payment file).  Mr. [redacted] simply does not like the process, and will not accept the explanation we provide verbally.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Please see the...

requested information below by the business:TMS Account Number [redacted], Student ID [redacted] and School name [redacted].
Regards,
[redacted]

Provide TMS Account Number, Student ID and School name.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[ TMS's response to my complaint is not fully accurate. I have contacted them several times a day and used profane language, however it was never violent, and on multiple occassions it was provoked by rude and sarcastic communication from managers. Also their account that I am allowed to speak only to a manager is just partially true.  Upon the last contact directly with TMS, a manager stated that TMS can no longer offer me any information and that any and all future numbers I call in from will be blocked. TMS has sent information to my school pertaining to this situation, but has also refused to process any refund, returning my file to my school, causing extended delays and barring  me from any any future dealings with their company. How can I  need any future assistance from TMS if I am barred from their service and they refuse to handle my refunds? Again, no matter how many times I call TMS to inquire about funds that belong to me, I should be able to receive a detailed account of funds, information regarding to those funds or any processes that are required. I can accept that profane language is unnecessary and will not be tolerated, however TMS's actions as a result are devious and a vindictive attempt for revenge. ]
Regards,
[redacted]

I understand its due on the first of the month, but why does the system expect me to check mark all payments and prompts to pay greater than $xxx.xx. It prompts me to check mark next month's payment also. The system is faulty and needs to be fixed.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[The explanation of the process given by TMS is acceptable, however good it sounds on paper, that is not how it happens in realtime. I did receive a refund on 6/26/ however I never received an email or text notification. I received my information by calling TMS customer service.  The fact that I recieved a prior refund is irrelevant to the issue at hand. TMS gives false information and encourages vindictive business practices. One of the primary causes for the complaint with Revdex.com is the false information from TMS. TMS advertises that once funds are released by the school that the funds are typically available that day. This is misleading because there are other processes involved from the school, TMS, and bank that affect when you actually have access to your funds. I have records that show on 7/14 my file was sent to TMS and on 7/15 the school had funded the file. On 7/17  TMS informed me there was no record of receipt of my file. When the business manager at my school verifies that TMS has received the file by accessing TMS's system and TMS tells me they have no record of such, that raises concern. Ex. If someone says "I sent your money to the bank ", and has a reciept of that transaction, but the bank denies receiving any information, any normal person would be ALARMED. My claim of TMS's unreliable information and their use and acceptance of vindictive business practices is supported by records that TMS had my file on 7/14 and it is currently 7/22 I have not received the expected refund, I have been barred from receiving TMS services, barred from contacting customer support, information had been purposely withheld, and my file has been intentionally held to delay my refund. I was informed that I would receive a paper check due to refusal by TMS to process my refund causing, yet another 21 day delay. After filing my complaint with Revdex.com I was contacted by the business manager at my school who informed me that TMS has even refused to release my file back to the school and void out any deposits, so she could issue a papercheck. She said that her counterpart at TMS told her the deposit is scheduled to go out today and I should receive an email to confirm. Also that she would be in contact to verify this has taken place. It has yet to happen. From my recent experiences, I'll believe when I see it. The primary cause for the situation and complaint is the unreliable information from TMS and their vindictive business practices, all in retalliation for me using profanity after being lied to by their customer service specialists. I can admit and accept that I used profanity on the phone, but TMS's actions as a result were excessive and unecessary. Can TMS admit and accept responsibilty that they have just as much fault in the issue?]
Regards,
[redacted]

Mr. [redacted] calls in multiple times daily, uses extremely violent and profane language. All calls are recorded. We have shared the content of Mr. [redacted]'s calls with the institution we serve. Mr. [redacted] is not permitted to contact our customer service agents. He can speak only to a manager. If he needs...

assistance in the future he can email [redacted] and supplying this contact information and a manger will call him back on a recorded outbound call. Mr. [redacted] is also able to reach the school he attends for assistance.

This customer has had (7) previous accounts with TMS for [redacted] University, of which 6 have been activated and paid in full, one account (the one in question) is open and active. He's been presented with the terms and conditions of the plan no less than 8 times over the course of his active accounts with TMS. The plan in question was opened and activated on December 16th by Mr. [redacted]. Mr. [redacted] placed (2) stop payments with his bank for payments he made to TMS ($40.00 enrollment fee from December 16th) and ($239.88 first payment from December 18th) on December 22nd we reversed those payments and assessed the account the returned payment fees ($30.00 for each stopped payment) totaling $60.00. Because the original enrollment fee paid by Mr. [redacted] was reversed due to his stop payment, when he made a new payment on January 04, 2017, the enrollment fee of $40.00 was still due and deducted from the payment made.  TMS is willing to do one of the following; #1. Cancel the plan and refund Mr. [redacted] $40.00 enrollment fee. #2. Keep the plan open and waive ONE of the stop payment fees of $30.00. Thank you.