ComplaintsforTouchnet Information Systems Inc

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a payment towards my tuition via TouchNet. Not only was this amount waived due to financial aid funding, but I was expecting a refund along with it. We were told that we would receive the refund up to two weeks after the official add/drop date (1/16). As of 2/2, the refund amount, including the payment I made, totaled out to $1,500.86 on my TouchNet student account. It is now 2/6, and I am being told that it could take 2 more weeks to process this refund. Students in other states (I am a transfer) have received their full refund. This is a way to hold student's money and collect interest before disbursing what we're owed. This is an extremely dishonest system and takes advantage of those attempting to further their education

  Business response

  02/07/2024

  TouchNet is an intermediary in this process working on behalf of your educational institution - you will need to work with your college or university to have them issue this refund.  We will also contact the institution to make sure they're aware of your situation.

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: along with not receiving my grant refund, i have not received a refund of the payment of $667 that was made to touchnet, not the school. If it is a school issue, why have I not received this back either? 
  
  Sincerely,
  
  ****** ******

  Business response

  02/12/2024

  I appreciate that you are frustrated, but have you spoken with the school?  We work with 1200 schools across the world - this is our business, I know how this works... you need to work with the school on this one...

  Customer response

  02/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have been in contact with both the school and TouchNet. I am being given the run around. There is nothing being done to resolve this issue by either parties. I have taken further steps to have this resolved and have requested an investigation into both the school and TouchNet as I have found multiple sources confirming similar problems regarding the same issue from the same companies. I will no longer be asking for a resolution through the BBB, as it is clear this is not a priority for either HGTC nor TouchNet and is an indication of a deeper issue/corruption occurring.
  
  Sincerely,
  
  ****** ******

  Business response

  02/14/2024

  I believe I've thoroughly documented our response here. The complaint is against the school who is using our software for taking a delay to issue the refund via our software.  The school has informed both myself and the person issuing the complaint the refund has been issued - I consider this matter resolved and I hope the BBB understands this situation.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had to make a quick payment for my son’s college tuition at East Carolina University on August 31, otherwise risk them removing him from school. The charge was the wrong amount due to the school charging him as an out of state student. But since it was short notice, I paid the amount the school want and agreed to the touch net pay path fee. I knew that once I correct the errors that the school had that the fee would be a considerably lower amount. I was able to meet with the school the next day and have the charges corrected and then I paid the correct amount. The school also informed me that they would refund the original charge, which they did. They also informed me that I would need to dispute the touch net pay path charge with my credit card company, which I did. I also called touch net and discussed the issue and they informed me that they could not talk to parents or students they only deal with the school. I called the school and told them what I was told. They said they would look into it. As of November 23, I still have not resolved this issue. I was charged a fee of $232.66. This charge should be return to me since the original tuition charge was returned. I am afraid that this company is taking advantage of students and parents when they do action as this. What more can I do to get my money back?

  Business response

  11/24/2021

  It's disappointing to see this individual accuse TouchNet of trying to take advantage of them. What the customer said is true - TouchNet is prohibited by federal guidelines from working directly with student in these types of matters. The school should have notified us of this issue.  We do not have visibility to why the customer paid the school more than they were supposed to and this situation is very much out of the ordinary.  That said, given the nature of this complaint and the desire to expeditiously resolve the matter, I've instructed my team to refund the 232.66 fee.

  Customer response

  11/27/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** *******

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I, a college student, was attempting to pay my tuition online for the University of Kansas through my debit card on the Pay Path portal. I understand that there was a nonrefundable fee along with the tuition because I was paying by card but the transaction for my tuition didn't go through, yet I was still charged the fee. I attempted to pay again and the transaction still didn't go through but the fee did. The service fee was $247.45 and it charged my account twice even though it didn't fulfill the service it was supposed to do.

  Business response

  10/06/2021

  *********, this is a quick follow up to your voicemail. I received your complaint to the Better Business Bureau and I apologize for the inconvenience. Typically we receive these types of requests from the school and the Family Education Rights and Privacy Act (FERPA) that prevents our company from speaking with clients when it comes to matters related to student accounts - so I suspect that's why you had such a tough time working with us.
  
  Regardless,  I apologize for the inconvenience and I've asked our accounting to issue you a refund for your payment.
  
  ******* *** ** *** ****** **** ********* ** ****** ********** ******** ************

  Customer response

  10/08/2021

  ***** ********* ** ********************* ***** **** *** ** **** ** **** ** ******** *** ********* ** ** ** ********* *** *** ****** *************************
  
  
  Yes! I contacted touchnet and the person said that the charges would be reversed if the transaction didn’t go through, it would just take a little while. Thank you for your response!

*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. ↩