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-hours to be reprocessed so he demanded a supervisorA supervisor spoke to the customerWe have no control of the process of updating customer banking information nor the time frame needed to make those corrections
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.xxIt prompts me to check mark next month's payment alsoThe system is faulty and needs to be fixed Regards, [redacted]
The school sets the disbursement schedule not TMSProvide the person's name and telephone number at the school that the student has been speaking with and TMS will follwith the school individual directly
We have attemped on all calls made to TMS by Mr [redacted] to explain in detail the process for receiving title IV refund disbursementsIn fact, he received on June 26, disbursements totaling $direct deposited to the account Mr [redacted] specified when he selected his refund preferenceHere 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 processedThe 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 refundsPlease continue to check your email, as that will be the most up to date information regarding your refundTMS 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
TMS has no way of knowing if the student has a credit balance at their school or notTMS collects and disburses tuition payments to the school, the school applies those payments to the students accountTuition 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 commentsWe can send customer a $check for her bank fee provided a copy of the bank statement that shows the fee assessed by her bank is provided to TMSFaxed copy is acceptable ###-###-#### (fax) or mail to TMS, [redacted] RI [redacted] Attn:Customer ServiceInclude your TMS account number on the fax or mailed copy
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
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 belowI 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]
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.
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 belowThe 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/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 eveningMy 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] ***
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]
They were able to locate you because you provide your name and your schools nameWe work with hundreds of schoolsPayment was voided, account is closedYour school has been notifiedYour credit card company can take up to hours to reflect the voided transaction
The payment plan is an installment plan, you enrolled in a installment plan, payments are due monthly on the 1st of every monthThis is not a loan and there is no grace periodAgain, you can pay the school the full term bill or you can use TMS to divide that amount into payments and pay it monthlyThe 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] 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] - [redacted]
We are happy to provide the student access to listen to the recorded call of 10/9/Provide a date and time (between the hours of 10:00am - 4:00pm ET) and a manager will contact him and play the recorded callHe can email directly [redacted] @ [redacted] @afford.com to sthat appointment
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-hours to be reprocessed so he demanded a supervisorA supervisor spoke to the customerWe have no control of the process of updating customer banking information nor the time frame needed to make those corrections
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.xxIt prompts me to check mark next month's payment alsoThe system is faulty and needs to be fixed Regards, [redacted]
The school sets the disbursement schedule not TMSProvide the person's name and telephone number at the school that the student has been speaking with and TMS will follwith the school individual directly
We have attemped on all calls made to TMS by Mr [redacted] to explain in detail the process for receiving title IV refund disbursementsIn fact, he received on June 26, disbursements totaling $direct deposited to the account Mr [redacted] specified when he selected his refund preferenceHere 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 processedThe 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 refundsPlease continue to check your email, as that will be the most up to date information regarding your refundTMS 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
TMS has no way of knowing if the student has a credit balance at their school or notTMS collects and disburses tuition payments to the school, the school applies those payments to the students accountTuition 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 commentsWe can send customer a $check for her bank fee provided a copy of the bank statement that shows the fee assessed by her bank is provided to TMSFaxed copy is acceptable ###-###-#### (fax) or mail to TMS, [redacted] RI [redacted] Attn:Customer ServiceInclude your TMS account number on the fax or mailed copy
Provide TMS Account Number, Student ID and School name
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
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 belowI 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]
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.
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 belowThe 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/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 eveningMy 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] ***
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]
They were able to locate you because you provide your name and your schools nameWe work with hundreds of schoolsPayment was voided, account is closedYour school has been notifiedYour credit card company can take up to hours to reflect the voided transaction
The payment plan is an installment plan, you enrolled in a installment plan, payments are due monthly on the 1st of every monthThis is not a loan and there is no grace periodAgain, you can pay the school the full term bill or you can use TMS to divide that amount into payments and pay it monthlyThe 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] 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] - [redacted]
We are happy to provide the student access to listen to the recorded call of 10/9/Provide a date and time (between the hours of 10:00am - 4:00pm ET) and a manager will contact him and play the recorded callHe can email directly [redacted] @ [redacted] @afford.com to sthat appointment