Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Georgia State University financial aid office continues to cancel their student financial aid packages without warning as well as their professors withdrawing students from their classes even after attending the first two weeks and submitting the first assignments. Then the professors take their sweet time reinstating the students back into the class which affects their financial aid. As if the university does not know that their are many students that rely on their disbursements to live! So thank you *** for not only having me miss class deadlines because of accidental withdrawal, but my financial aid has been canceled and myself and my child will suffer until they feel like fixing it.

  Business Response

  Date: 02/05/2025

  Hello ********,

  At the start of each semester, there is a process called Roll Verification, where professors confirm whether students are attending their courses. This process is primarily in place to ensure that Financial Aid is distributed correctly based on a students enrollment in eligible courses.
  If a professor notes that a student has missed a required assignment or has excessive absences during the first week of class, they have the option to request a withdrawal through PAWS. Additionally, during Roll Verification, students who are reported as never attending may be dropped or withdrawn based on their enrollment status, while those reported as having stopped attending will be withdrawn. These changes can impact a student's Financial Aid eligibility as ***************** Aid cannot be received for courses that a student is reported as having never attended.
  In your case, your professor reported that you were not attending or had stopped attending KH2022. As a result, your enrollment dropped to three credit hours, making you ineligible for Financial Aid. However, once your professor reinstated your course on January 18th, you were back to six credit hours, and your Financial Aid was reinstated. Your refund was processed on January 30th.

  Kindest regards,

  ***** Y ********

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Georgia State Universitys Bookstore along with other facilities has been very lack luster at helping me acquire things. I placed a order with the bookstore and when my order was ready for pick up i waited 3DAYS ( the email says up to 24hours ) before i went to get it. Upon arriving i was told that my order wasnt ready. Then I called multiple times and was left on hold for extended lengths of times on every occasion.

  Business Response

  Date: 01/24/2024

  *******,

  I apologize for the frustration that you have had with the *** Bookstore. The Bookstores are one of the operations at *** that fall under my direction, and I had a meeting with their manager earlier today to discuss your issues. 
  
  Please contact me directly and I will be happy to settle this for you ASAP.

   

  ***********************

  ******************

  ************

   

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for Georgia State in August 2023. I paid the initial application fee of ***** when I applied. I was unaware I missed deadline for fall semester I was informed when I called to check the status (online response just said pending). I was told to resubmit application and choose response applied in last 3 months which i did. When I called again to check status I was told i had to pay an additional ***** to move forward at this point I was upset because I was told I wouldn't have to pay additional fees but I paid it. So as of Nov 3rd I did everything I was asked to complete the application process. I followed back up on Dec 14th via email to admissions counselor no response as of today 01/08/24 and when I check status online still say pending. I tried to file complaint with the university directly but no department for admission complaints. To much time passed to file dispute with my bank to get my money back. I am asking for assistance to get full refund for both application fees.

  Business Response

  Date: 01/23/2024

  Good afternoon. Thank you for bring this to our attention. We have issued a refund and attached support of the refund. Please let me know if you have additional questions.

  Customer Answer

  Date: 01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request your immediate attention to a concerning discrepancy in my academic record at Georgia State University (***). This discrepancy has significantly impacted my academic progress and raises serious concerns regarding misinformation, financial implications, and record-keeping inaccuracies.Concerns:Misinformation and Misregistration: I was provided incorrect guidance and registered for unnecessary courses without proper verification despite my clear communication.Unjust Financial Implications: I am being held financially responsible for classes I never attended, creating a significant financial barrier to my academic progress.Inaccurate Record Keeping: My records inaccurately reflect enrollment and failing grades for classes I never attended. This misrepresentation must be rectified.Efforts and Exacerbating Factors:I have attempted to resolve this issue through multiple channels but encountered contradictory information and a lack of progress.*** claims I was enrolled and present for all Summer 2016 GPC classes, resulting in a purported outstanding balance of nearly $2,000. This assertion is demonstrably false. As a full-time registered nurse, attending full-time GPC classes during that period was impossible.I have never applied for any GPC loan or authorized any refund deposits. The inconsistencies in explanations and insistence on payment for phantom courses are deeply troubling.Request:I urge you to conduct a thorough investigation into this matter and rectify the following immediately:1.Investigate: Conduct a comprehensive review of the circumstances surrounding my erroneous registration and the associated financial charges.2.Correction: Correct my GPC Summer 2016 academic record to accurately reflect my non-attendance.3.Transcript Release: Expeditiously release my official transcripts without any financial encumbrances related to the aforementioned misregistration.Sincerely,*************************, MSN, BSN, RN

  Business Response

  Date: 01/18/2024

  Hello ******************,

  You were registered for a class and lab ( BIOL **** & ****L)at Georgia ***************** during the spring 2016 semester. However, you were not registered for the summer ************************* your BBB summary, but dropped the courses. For spring 2016, the ************************ disbursed aid; however, a Title IV refund calculation was done due to an unofficial withdrawal (all Fs were reported). During the semester, you received a refund via mail from BankMobile for $1,435.50, and it appears the check was cashed. Im attaching the information from Georgia Perimeter which will provide detailed information on your spring 2016 account. The write-off amount is $1,804.50 as of 06/23/17. Your account is accurate as reported.

  Kindest regards,

  ***************************

  Associate Vice ********** ******* ********* Services

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was accepted to *** in 2021. She was given a Hope scholarship due to her academic GPA in HS as well also receiving a ***** to cover the rest of her financial aid. 3 weeks into her attending she was dropped from all classes advising her aid was dropped due to her gpa ( mind you her hope scholarship was gained because of her academic gpa in HS), my daughter could not get a student loan because *** has all blocked. I was advised she can attend classes paid out of pocket. *** tried speaking to staff and even wrote to the deans office who was of no help at all. We were advsd because shes taken college courses at *** when in HS, she was considered a college student already and theyre going by that gpa, mind you again her scholarship and funding was given to my daughter because of her high school academic gpa so at this point nothing is making sense but no one cared or attempted to resolve. We were asked to appeal and when done it was refused. So semester 2021 was a full waste. Fall 2022 my daughter attended open house because she wanted to still attend ***, when time to pick her classes she had a very helpful student advisor who assisted and resubmitted her ppwk and was able to get back her financial aid and *******************, which he advised will cover first and second semester. We checked her financial and it was definitely in there for the two semesters, so my daughter completed one semester. The following semester, my daughter was able to choose her classes and given ***** aid for bookstore and all other aid was pending. When time to pay out the final aid, it did not pay out. Again she went to financial aid and the same issue again although all has been resolved. At this point no one can resolve again, they will not advise who assisted her successfully so shes out of class again. A year and a half and could only complete a semester due to *** neglegance to assist. Were now applying to other schools and looking to file a formal action against ***

  Business Response

  Date: 03/17/2023

  Hello,

  In order to review this account we need some additional information.  Please provide the student's first name, last name and Panther ID number, if you do not have the Panther ID Number please include the last 4 of the SSN.  We are required to confirm that the parent is on file to receive information based on the Family Educational Rights and Privacy Act (FERPA), we will check the students file to ensure this form has been completed by the student.  

  Thanks,
  

  ***********************
  

  Customer Answer

  Date: 03/20/2023

  ***********************-Alexander 

  Panther ID - *********

  Business Response

  Date: 04/04/2023

  We have reviewed the students file and confirmed that the student approved access for the parent to review information in her file with an expiration date of 07/08/2021.  We do not see where an additional request was submitted.  We will contact the student directly to discuss the details of her account.  The student can invite the parent to join the call. 

  ***** - The Family Educational Rights and Privacy Act (*****) is a federal law that affords parents the right to have access to their childrens education records, the right to seek to have the records amended, and the right to have some control over the disclosure of personally identifiable information from the education records. When a student turns 18 years old, or enters a postsecondary institution at any age, the rights under ***** transfer from the parents to the student (eligible student). The ***** statute is found at 20 U.S.C. ****g and the ***** regulations are found at 34 CFR Part 99.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19602889
  
  I am rejecting this response because:
  Georgia State is clearly not concerned with resolving anything. My daughter has been awaiting for a resolution from Georgia State for months and no one has reached out to her. Shes also physically went to the school and absolutely no one assisted her. Shes also going to file a formal complaint and we will be notifying the state senate, governor and all other consulates that can look into this matter as this is not ok. 
  Sincerely,
  
  ***************

  Business Response

  Date: 04/04/2023

  Hello,

  I am available to speak with ******* and her mother about her questions and concerns.  A FERPA form is not on file allowing me to speak with her mother without *******'s consent.  I am attaching a copy of the email that was sent to Kortney earlier today.  If ******* would respond with the best date, time and contact information we can schedule a time to talk.  

  Thanks,
  

  Aria

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19602889
  
  I am rejecting this response because: when my daughter actually speak to someone and GSU physically look into the issue and resolve then the issue is resolved. I cannot ok to a gesture of my daughter being called. That is not satisfactory. There need to be resolution. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son, *************************, enrolled into GA State as a Freshman. He began classes during the Summer of 2022. He was able to use financial aid to cover the cost of tuition and housing. He successfully completed the Summer ******* program and enrolled for Fall of 2022. Again, he used financial aid and loans. About a month after he enrolled, he was informed via e-mail that he was dropped from his classes due to an unmet balance for the Fall term. His Financial Aid for Fall was cancelled! He tried his best to remedy the situation and called Financial Aid repeatedly. In his desperate attempt to remedy the situation, he applied for a Graduate Student Loan and was approved but this was done in error as he is not a Graduate Student. Since he was approved for this loan, he thought that he would be reinstated to his classes. I followed up with the financial aid and learned that he did not apply for the right loan. At this point Financial Aid suggested that I apply for a PLUS loan. I did apply but was denied. Then Financial Aid suggested that he try to at least keep 2 of his classes in order to get his Financial Aid for the Fall reinstated. They said that he should have kept attending his classes even though he was dropped! ***** ever suggest this to him! He was unable to be reinstated to any of his classes because of the amount of time that had passed. Again, he would have continued his classes if only he was advised to do so. At this point, he has to cover his meal plan and his housing for Fall term before he can register for Spring 2023. As a last resort, Financial Aid told him about an Emergency Loan to cover his Fall housing and meal plan. He applied for this but was denied because he is not enrolled in classes! At this point I am extremely disappointed in how my son was treated. He was dropped from classes without any advise to continue taking classes in hopes of resolving the financial aid. He is just a Freshman and was treated terribly!

  Business Response

  Date: 11/18/2022

  Hello,
  
  
  I am sorry to hear of the difficulties you and your son experienced during the Fall 2022 term. Unfortunately, I cannot provide detailed information regarding your sons file. To prevent this in the future, please have your son complete a FERPA request (https://registrar.***.edu/document/request-for-access-to-student-records/?wpdmdl=5256) which will allow Georgia State representatives to speak with you. Further, your son should give you access to the payment portal, which will provide you with weekly billing information and his account status. After he logs into PAWS and then PantherPay, select Authorize Users from the menu to set this up.
  
  Because your son has continued to eat on campus and is residing on campus without being actively enrolled, he is being charged the total rate for the semester. However, due to the challenges you have experienced, I have provided him with a one-time ***** that will resolve his complete balance.
  
  For the spring semester, you will need additional funding to prevent his courses from being canceled for the term. You may get an endorser for the parent plus loan and complete the counseling to help with this. You also have the *** loan approved, but it is for the fall term only, so you will need to log back into his account with GSFC and submit a spring application. Lastly, we offer a payment plan, and detailed information can be found on our website for spring on November 22, 2022 ( https://sfs.***.edu/resources/tuition/how-to-pay/georgia-state-payment-plan/ ). Keep in mind, tuition and fees are due on January 9, 2023.
  
  One last point of concern: a credit card dispute was submitted on his account. Please note that any student who has one returned card payment on their account will receive a balance due hold. Once the returned card payment is paid and the account balance is zero, the hold will be removed within 24 hours. The student will receive a cash-only hold if the same student has a second returned card or a returned check payment. Students with a cash-only hold are not eligible to enroll in the payment plan. Students may appeal the cash-only hold after one year.

  I sincerely hopes the information provided helps and we hope to see ***** in the Spring term.

  ***************************

  Director, Student Accounts

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************