University of Massachusetts

Horrible Customer service, very rude billing staff. Failure to respond and my corrispondance with executive staff ignored. I am a single mother doing my absolute best to pay for my daughters education. She has one more semester. I was approved by my mortgage bank to pull equity from my home to pay for her schooling. The transaction has taken longer than expected. I was forced to drain my savings and pay the first installment of 5000 dollars. I am due again on the 5th of September for the same amount. The bank has provided executive staff with a commitment letter and proof of the money they will provide to me before September 30th. The billing customer service has refused my request and no one is willing to make an exception. I cant even get the Chancellor or his staff to email or contact me. All they care about is taking our money but forget that customer service is more important. Its my daughters last semester and if I cant get an exception she will lose her classes and her graduation will be pushed off. I will fight this because there is always an exception expecially since you have proof my bank will provide the funds before the 30th.Desired SettlementPlease give me until the 30th of September and I will pay the full balance due . Please insure that my daughter does not loose her classes and loose the drive she has to graduate this semester.Business Response It is University policy that all student tuition bills are due prior to the start of classes. Students and authorized payers are notified with a bill, a reminder, and a final email regarding the due date.Students who have an outstanding balance are encouraged to enroll in the University's installment no-interest payment plan. Those students who have 'pending' loan or financial aid awards are advised to enroll in the payment plan and cancel if/when the loan is approved.Students who have been approved for a loan to cover the balance in full are required to present a loan approval letter in order for the account to be cleared.The University of Massachusetts Bursar's Office has a dedicated email address to be used for inquiries by students/parents. This is published on the Bursar's Office website. The University of Massachusetts Bursar's Office can also be contacted by phone and during the summer months that a 'help line' staff of 12 is employed to assist with call volume.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I called the school numerous times and was never told that 'Students who have been approved for a loan to cover the balance in full are required to present a loan approval letter in order for the account to be cleared." Which is what I was asking for. In addition it took several calls before someone actually LOOKED at my account and noted that I had always paid my bills on time and I am in good standing. That person then told me how I could lower the payment on the payment plan to something affordable until my loan closes. However, that was AFTER I drained my bank account to make the first payment which is causing me a lot of stress. I recognize that it isn't the schools fault that my loan is taking so long to close BUT had they given me accurate information rather than just telling me NO I would not be so stressed and my bank account wouldn't be empty.At this point the issue is over, I am just waiting on the bank.