ComplaintsforFACTS Management Company

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I applied 1,000.00 to the payment plan Total payment should be adjusted to show 1,565.50 the current monthly payments are 843.61 which are not adjusted to reflect the current balance *when I called ************ no supervisor was available and the representative could not offer any additional help.

  

  Business response

  01/29/2024

  Hello,

  
  

  Please reassign this complaint to FACTS Management (NBS FACTS Grant & Aid) for response. 

  
  

  Thank you. 

  
  

  Sincerely, 
  
  **** **
  Nelnet

  

  Business response

  02/01/2024

  The Account Manager contacted customer and explained the policies around account balances and why Nelnet Campus Commerce is unable to take the action she was requesting. The requested action could only be performed by the school, per school policies. The AM emailed the customer a summary of their discussion. Customer seemed satisfied with the explanation. The AM gave the customer their direct contact info in case additional questions came up.

  Customer response

  02/01/2024

   
  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

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have attempted to reach this company to dispute a fee for a tuition payment taken from my account 3 days early. I simply asked that the $** fee be refunded. I was placed on hold by a representative for 25 minutes so that I could speak with the manager who never picked up. I would like the fee refunded and was told that was not possible, but I well know that is possible. The transaction was not authorized on the date and I believe it is the best business practice to refund. My account no. is **********. ***** **** ****** **** *** ******* *******

  

  Business response

  05/16/2023

  We have attempted multiple time to reach the customer with no success. We have emailed the proposed solution to the customer and assume this solution will meet their needs. We assume this matter to be resolved. Customer may contact us with any further questions at ************.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was led to believe that I needed to complete the financial aid application for my son to attend a private high school. This high school did not select my son for enrollment. I contacted Facts and advised them that the school did not select my son they in turn asked what school he was selected in the past that school use to have an account with FACTS but does not anymore as they lead me to a different site which in turn, I had to pay another fee of $*****. * ** * ****** ****** *** I do not have money to just throw away. I was never provided a service, so I expect to receive a refund of my paid fee. As I stated the school that was originally applied for did not accept my child, so they did not process any financial aid for him. The other school does not use their services, so I did not receive anything for the value of my money.

  

  Business response

  04/21/2023

  Called to speak to customer but no answer and they did not respond to my message. Complaint should be addressed to the customers satisfaction. FACTS does not outline or share customer details in any public forum. Customer can contact FACTS at ************ to get further details on the resolution.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  FACTS management is the company that collects payments for my two kid’s tuition for ***** ******** ******** School. The problem is that for YEARS they have also operated as a bank collecting fees of $***** to $***** for declined payments on debits that are auto setup by the school. The problem I have is to date they have collected ********* in fees that could have went towards the payments for tuition. More recently, this year I made a $******* payment and $****** of this went towards fees. * ** **** ** * *** ****** *********** **** **** ** *** ********. The agency insists that it is my students schools ***** ******** that makes them charge these fees, If THEY ARE NOT A BANK HOW IS THIS LEGAL??? I completely understand a returned fee from my bank BUT the company who only job is to mange my payments made to the school. I also have requested later payments dates and this is also no more than a few days out. I feel this is fraudulent activity and should be stopped I am also asking EVERY FEE that has EVER been charged be reversed also EVERY PAYMENT TOWARD fees be credited to the institution of ***** ******** ******** School or back to the original payment method. This is basically a fraud to charge parents to PAY THEIR FEES THROUGH THEM. I along with MILLIONS ** ********** have to use this system or pay in full. As stated I am on the **** ** *** ******** *********** *** *** ****** ******** and instead of having a chance at a better education I am now worried about the ********* ** fees **** *** *********** ******. There has to be a way that the institution and FACTS management can have a program that only has fees charged for actual costs. Also any parent who receives any type of scholarship, grant, funding not be charged BANK FEES BY AN INSTITUTION THAT IS NOT A BANK. I THINK ALSO THIS IS ILLEGAL. Mary ****** Customer #: ********** Agreement #: ********* Customer ID: **********

  

  Business response

  03/14/2023

  A FACTS supervisor reached out to customer to review payment history and fees assessed. They reviewed any/all fees assessed by FACTS, which are assessed when a payment returns, similar to when a check returns to a merchant. Customer was also being assessed late fees from the institution and very possibly, by her bank. The statement that FACTS has "collected ********* in fees" is not remotely accurate and this was discussed during the call. Any fees assessed by FACTS are clearly outlined in the Terms and Conditions, and are in compliance with all laws and regulations. The customer’s opinion is that only a bank should ever be allowed to assess a fee. The agreement is established by the customer, including the payment due dates and the length of the agreement. The agreement is managed and serviced by FACTS. However, any changes to the agreement must be submitted to the school for approval as the school is the party who receives the tuition payments, and as such, has the authority to make changes to the terms of the agreement. This was explained to the customer at the time of the call. At FACTS we understand that no one wants to pay additional fees. We are happy to do what we can to assist the customer and explain any options available so that they can avoid potential fees. 

  

  Business response

  03/16/2023

  Director of Payer & Applicant Services reached out to customer and reviewed options with her. Customer was satisfied with resolution.

  Customer response

  03/17/2023

  
  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,
  
  Mary ******

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My children attend xyz private school which utilizes the FACTS payment system for the processing of their tuition and fees. Tuition is stated to be billed on 09/06, however they "begin processing" several days prior to money being taken from my bank account of which cannot be stopped or changed. Today is 09/02, several days prior to the bill being due. I currently do not have funds in this account, however I have it available in a different bank account. I have attempted to change the bank account on the FACTS website without success and I contacted FACTS which told me that it was too late to make the change. FACTS was unable to make the change resulting in not only my receiving an Insufficient Funds fee from my banking institution AND an insufficient funds from FACTS. As of this date I have contacted my bank, requesting that they reject the payment to FACTS. In addition, I will be making payment to our school by check. ********************************************************************************************************************************************************************* My desired resolution would not only remove my NSF from my account, but also cease the practice of processing a payment prior to its due date. Payment should be made at point of service just as if I were purchasing an item at a grocery store.

  

  Business response

  10/04/2022

  Business Response /* (1000, 5, 2022/09/06) */ Reached out to customer to discuss situation. Explained how ACH payment processing is different from paying a local retailer and why FACTS cannot make changes to the payment after it has been submitted to the FED for processing. Answered additional questions related to this matter. With regards to the fee, the complaint has been resolved to the customers satisfaction.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We always pay the first initial payment with a credit card and from then on the monthly tuition installments come out of our bank account. It's been this way for years. We made the one time payment with a credit card that they've had on file for years. Since then, they have been charging us service fees. It's been three months! We didn't notice the first month, but realized it last month and called immediately. I didn't ask for the service fee back, but asked them to charge our bank account as they always have. I was told no problem and changes to the account were made. This month my CC was charged again with the $*** service fee. When I called they said I needed to show proof of the call. How does one do that?? If you can avoid them all together - Do it. Never a mistake in their end.

  

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/06/17) */ Customer called in on 6/15/22 regarding a payment that was processed on a credit card. Customer spoke with a Team Leader who advised that the payment was setup to pull from the credit card that was entered by the customer when they established the payment plan. Customer believed that the financial account information had been changed by her spouse at some point in May. The FACTS system tracks any and all changes made to financial accounts with user credentials and time and date stamps of the changes. System shows no changes being made by FACTS nor by the account holders. When changes are made, correspondence also is sent out to the customers email account on file. No correspondence was sent due to no changes being registered. In addition to change correspondence, FACTS sends out payment reminders with the date, amount and tender type of the upcoming payment. The June payment reminder outlined the payment being schedule to draft from the credit card on file. The customer stated they had called into the FACTS customer support team to make the change. There is no record in the FACTS system by any of our team members speaking with the customer or their spouse. We offered to search our call database to search for a call from the customer. Customer declined this as they did not know what phone number would have been used to contact FACTS as the call had been made from the spouses place of employment. Based on the complaint received from the BBB, we believe the customer is asking to have the service fee that is tied to the tuition payment refunded. The fee is collected on behalf of the school for any credit card payments collected, and the fee is to cover the merchant's credit card fees. The school is the merchant. The service fee cannot be refunded without the tuition payment also being refunded. There is no service fee for payments drafted from a checking or savings account. In this particular situation, FACTS processed the payment using the existing banking information that the customer had initially set up online. We have no record of the customer taking action online or via our contact center to make a change to the banking information, prior to the payment attempt on June 15th. In an effort to try and resolve this to the customer's satisfaction, FACTS has reached out to the school to see if the school would be willing to refund the tuition payment back to the credit card holder, and allow the customer to make a new payment using a different tender type. This decision must be made by the school as they are the merchant and this would impact their deposit. If the school decides to allow the refund, then once the refund has been processed, FACTS could refund the service fee, and the customer could go online or call FACTS to make up the June payment. It should be noted that the school is currently in reduced business hours due to summer break. We hope to hear back from them soon. Once we have heard back from the school, we will contact the customer to explain the options and proceed from there. The customer is welcome to contact FACTS and speak with a Supervisor to discuss any questions they may have regarding this payment. Our toll-free number is **************. Supervisors are available Monday through Friday from 7:00 to 9:00 PM, and Saturdays from 8:00 AM to 2:00 PM. All hours listed are central standard time.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for my Childs school. However, after I paid the application fee. It stated I applied for a grant. Facts will not refund $*****.

  

  Business response

  06/06/2022

  Business Response /* (1000, 9, 2022/05/05) */ Submitted refund request to accounting to be processed. May take up to 2 weeks to complete. I apologize to Ericka as this should have been taken care of when she called in. We are coaching the individual she spoke with. Consumer Response /* (2000, 11, 2022/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, it's greatly appreciated!

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Facts management is, in my opinion, using very deceptive methods of billing to overcharge fees; I've been charged several times unnecessary costs for payments that they claimed were returned for insufficient funds. However, my financial institution has no records of any transaction posted. This is black and white fraud that said if you have issues such as this, you should report the matter to the Federal Trade Commission; you can reach them at www.reportfraud.ftc.gov

  

  Business response

  02/28/2022

  Business Response /* (1000, 8, 2022/02/14) */ A Supervisor has reached out multiple times via phone and email in an attempt to contact customer and answer his questions. The phone number is not currently in service and no replies have been received from the customer via email. The Supervisor has left clear instructions on how to contact us to discuss the customer's questions, as well as left instructions on how to access the FACTS site, and take actions the customer requested in the complaint. The Terms & Conditions of the agreement also outline any fees which can be assessed to a customer's account.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Facts was pulling a regularly scheduled ach payment and charged me a returned payment fee when I had the funds in the bank same day. I had the payment set to process on the 6th, and the payment started processing. I needed to add fees to my bank, and did so immediately before the end of business day and they still pulled my payment and charged me a returned item fee also incurring an expense from my bank as well. I spoke to the bank and they said that the funds were available however FACTS system requires IMMEDIATE processing (which does not show/nor did show in the banking system at the time - all day it said the item was processing!) then revoked the processing fee when the funds were readily available. I called FACTS as well and they verified this but refused to return the fee they charged me for returning the item.

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/15) */ FACTS does not have the ability to tell a bank explicitly when to withdraw the funds during the course of a business day. A file for all ACH payments is submitted to the FED two business days ahead of the due date. The payment due date is listed on the file. The FED forwards the request to the appropriate banking institution, and the banking institution processes the payment on the due date at whatever time the banking institution processes their payment requests. They can process the payment anytime within the 24-hour window of the payment date. The bank is the one who determines if you have funds available at the time of the request. FACTS has no say whatsoever in the timing of the payment processing during the due date. The bank sends the approval or rejection notification for the payment back to the FED, who transmits the funds (if approved) or the appropriate reason code from the bank (if denied). To avoid payments being rejected by your bank, FACTS recommends having the funds in the account no later than the business day prior to the payment due date. If you feel you had funds in the account when the payment was due, you should contact your bank to determine why the payment request was denied. FACTS has previously waived a Returned Payment Fee on this agreement. The second Returned Payment Fee, which was assessed in recently, is due as a result of the returned payment from your banking institution. If it turns out the bank made an error processing the payment request, you may want to ask them to cover your Returned Payment Fee. Consumer Response /* (3000, 7, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the bank and they said that the payment requests/timing of payments are directly ordered by FACTS in terms of when the funds are pulled and FACTS verified this when I called them as well. They offered to reverse the payment if I called the bank and got them on the line to state the funds were available. The above information contradicts what was spoken verbally and verified by my bank. It is false and they absolutely have the ability to determine when payments are processed and the timing of them. Again, *********** verified that there is no processing time given by FACTS, and that FACTS demands funds available specifically at the time of request without giving proper processing time and is unusual and improper for typical bank schedules. FACTS owes me the returned item fee they wrongfully charged me as funds were available the same day and not given time for processing. Business Response /* (4000, 9, 2021/12/29) */ Today the customer and myself spoke and after explaining our payment processing policies and listening to the customer explain what her bank told her, I agreed to refund the $** fee. With that being said, I did explain we wouldn't be able to waive or refund fess in the future as there is a understanding of how our payment process works. The customer stated that this was fair. Consumer Response /* (2000, 11, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) FACTS agent called and discussed terms of payment processing and it was verified that the processing occurs when they submit for payment and not allowing bank to process by end of day. I am satisfied that this is explained as was not divulged prior, in order to maintain funds, and that the refund was made.

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