Tuition Management Systems, Inc.

They were able to locate you because you provide your name and your schools name. We work with hundreds of schools. Payment was voided, account is closed. Your school has been notified. Your credit card company can take up to 48 hours to reflect the voided transaction.

My Comments regarding the business' response:Business Response: I have reviewed the information provided by the customer and reviewed the recorded call. This issue a result of human error, the agent should not have modified the ACH information for 3/1 as the file had already been generated on 2/28 at 12:31am and the agent made the modification at 10:55am. My Response:Thank you for acknowledging the problem.  Anyone trying to modify the ACH information after 2/28 at 12:31 AM should be prevented from doing so or should receive a message that thechange will not be activated until AFTER the upcoming payment on 3/1. Business Response:We entered a trouble ticket to our system engineering department, as the change should not have been prevented by the application.My Response:  I *think* the business response meant to say "Should have" (as opposed to "should not have") been prevented by the application.  If so, I'm glad they are taking engineering steps to changethe application. I would also recommend that customer support reps. be trained to understand the system limitation.  On the engineering side, along with alerts that would prevent an ACH change, I mightrecommend a more informative approach where you place identifiers on the screen to indicate exactly what the "change cutoff date and time" are, something like:"ACH information changes must be finalized by <date/time> to effect your next payment on <date> .Any changes after <date/time> will be applied to installments in subsequent months."  Then, if the customer makes a change after the cutoff and before the payment, you also provide the alert.Business Response:We are processing a $15.00 reimbursement to the customer via separate check. My Response:While I didn't mention this in my complaint, Tuition Management should acknowledge that I'm making this easy for them.  This situation could have cost me and them a lot more money.  I just happened to have had enough money in my existing account to cover $1200 of the payment I needed to make.  This just happened to bring my overdraft under my $5000 overdraftlimit I have on that account.  Had I not been able to keep the overdraft under my limit, the costs associated with this mistake could have be far more significant than a wire cost.I recommend that Tuition Management concede to business process failures more readily in the future rather than to wait for the Revdex.com to resolve it for them.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

TMS has no way of knowing if the student has a credit balance at their school or not. TMS collects and disburses tuition payments to the school, the school applies those payments to the students account. Tuition payments the student made will be disbursed to the school on October 27th in accordance to the disbursement schedule agreed upon by the school and TMS.

I reviewed the account and customer comments. We can send customer a $35.00 check for her bank fee provided a copy of the bank statement that shows the fee assessed by her bank is provided to TMS. Faxed copy is acceptable ###-###-#### (fax) or mail to TMS, [redacted] RI...

[redacted] Attn:Customer Service. Include your TMS account number on the fax or mailed copy.

There were two (2) payments made using an incorrect
bank account number. One via self-service via out website site with user name
"[redacted]" associated to the payment plan account the customer
referenced in this complaint. One was made via live agent of whom we have the
recorded call where the...

customer verbally gave authorization to process the
payment and used the identical account as processed on the earlier returned
payment. We are happy to provide the recorded call to [redacted] to confirm we
processed the account number as communicated to us by the student’s mother. We
did, as a courtesy, waive one of the returned payment fees that TMS assesses
for returned payments as outlined in our terms and conditions of using the
payment plan. Any fees assessed by [redacted] should be directed to [redacted].
Also, we do not alter in any way information entered by a user on our website,
we do suggest every customer confirm their banking information is valid and
correct prior to submitting a payment and have the customer validate they took
that action by checking a box prior to sending the payment for processing.

The payment plan is an installment plan, you enrolled in a 5 installment plan, payments are due monthly on the 1st of every month. This is not a loan and there is no grace period. Again, you can pay the school the full term bill or you can use TMS to divide that amount into 5 payments and pay it monthly. The choice is yours.

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. I would like to hear the first recording that was made if this is not possible I would like your agency to do so I gave the numbers directly from the check I do not think I would have made that error.
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].
Firstly that response I believe is ,inaccurate as I called and they were able to pull up my account with just my name and nothing else with no other references needed  .  However , my Student ID number is [redacted] and my Accoutn # is [redacted]-5. 
[redacted]

In order to verifiy any of the information in this "complaint" we need the TMS Account Number, Student school ID and name of school the student attends.

The school sets the disbursement schedule not TMS. Provide the person's name and telephone number at the school that the student has been speaking with and TMS will follow-up with the school individual directly.

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. 
Hi.  I called to speak with a manager today at 8:00am.  I was only able to reach [redacted] with your customer service today, who notified me that all of your managers were in a meeting and unavailable to speak with me.  He told me me that my name and information would be given to the managers and that they would call me regarding this matter.  I have not yet received a call. I did not leave my personal information as requested in my initial complaint as the Revdex.com stated I should not include personal identifiable information in my complaint.I would love to talk to someone on your end. Please call me. [redacted]
Regards,
[redacted]

The card the customer is referring to is a pre-paid card not a credit card. Their school processed a refund to the students pre-paid card in accordance to the students refund preference. The student, is the only one with access to the card and the funds securely transferred to the card. IF the card...

was lost or stolen the student needs to contact cardmenber services to report it. If they feel there is fraud against them they should contact their local police to make a formal complaint and request a fraud investigation. This information has been shared with this student multiple times.

The customer had a closed bank account and did not update the information in time (before the disbursement) so his bank returned the refund with the return reason of "closed account". The agent explained the process to have his refund disbursement resubmitted and he was not happy with the process...

(which is the same for every customer in this situation). He was advised it would be resubmitted and can take 24-48 hours to be reprocessed so he demanded a supervisor. A supervisor spoke to the customer. We have no control of the process of updating customer banking information nor the time frame needed to make those corrections.

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 information provided here is not what I was told verbally via phone.  I was told by [redacted] today, 1/2, that you were unable to locate the phone call made by me on 1/7 after paying the ONE-TIME first payment installment.  Just because you are unable to find it, does not mean that it does not exist.  I appreciate being taken off of the payment plan.  However, I am still waiting for my last payment withdrawn to be refunded, along with any late fees associated.  I have reached out to my bank for further details and they notified me that you requested the funds 1/29, late evening. My account was overdrawn 1/30, of which I have a timestamped screenshot (DATED: Saturday January 30th at 3:40pm) which I would be more than willing to provide. 
Regards,
[redacted]

We are happy to provide the student access to listen to the recorded call of 10/9/2015. Provide a date and time (between the hours of 10:00am - 4:00pm ET) and a manager will contact him and play the recorded call. He can email directly [redacted] @ [redacted]@afford.com to set-up that appointment.

When the customer enrolled in the payment plan they agreed to the terms and conditions of the plan, payments are monthly. Money is collected by TMS and disbursed to their school. The payment plan is not an extension of credit. The plan is voluntary and can we withdrawn with school approval. Once...

approved, payment is due in full to the school. Again, the terms and conditions of the plan are presented at the time of enrollment and the enrollee has 10 days after enrollment to cancel.

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].   Hi hi I haven't received my refund from this voided transaction concerning this incident ! This was suppose to be voided on Friday. 
Regards,
[redacted]