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:05/08/2024

  Type:Order 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 have paid the florida pre paid college program for 4 years of tuition and 2 years of dorm for 10 grandchildren. It has taken my husband and I, 22 years to pay for all of the grandchildren. One of my grandchildren attends school out of state, which the prepaid college program insists they manage without problems. Unfortunately, we have had nothing but hassles every single term trying to get the prepaid college program to pay the university. This term, my granddaughter's dorm remains unpaid after 5 months of phone calls to florida prepaid. We have gotten a different story every time we have called- "oh it was paid by mistake as tuition, we need to get the money returned, I don't know why it wasn't paid, it will be paid in 7-10 business days, no it wasn't paid, I will call the finance department, and they will call you IF they find it is our fault. " I am so sorry I invested with florida prepaid. It was a huge financial mistake to deal with this unprofessional and suspect business. My granddaughter ended up having to pay $3500 of her hard earned money from working at a pizza restaurant in order to enroll in the fall term as spring 2024 dorm remains unpaid. Still no answers. I received a letter stating they appreciated me taking the time to communicate to us why their services did not meet my level of expectations. In other words - no apology and a referral back to the main phone number to deal with yet another uninformed customer service representative.

  Business Response

  Date: 05/17/2024

  The Florida Prepaid Board apologizes for any miscommunication or delay.

  The Board has worked diligently and will continue to do so to approve and process the Account Owners request.

  Thank you.  

  Customer Answer

  Date: 05/23/2024

   
  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:03/27/2024

  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.

  Purchased FL prepaid plan, 4 years university and 4 years fees in 2007. The prepaid calculated the costs of college based on todays rates for the future. Lock in at todays prices. False advertising. The whole point of a prepaid plan is to prepay for the education. Now when its time to use the plan the program is only covering average 116 per credit hour and 37 for fees for about 154 per credit hour. The cost to attend a public university averages 217 per credit hour with fees. They made plenty of $$ investing in the plans with our money. They are not living up to their advertisement of prepaying for education. They are short changing us almost 10k. Im sure there are many others in this situation. The FL prepaid needs to stand by their promise. If I would have known this deceptive tactic of paying less than its worth I would not have prepaid in the first place. I would have taken the money and invested in a 529 or CDs.

  Business Response

  Date: 04/03/2024

  Florida Prepaid conducted a thorough review of the plan and confirmed there are no irregularities. The Account Owner will receive benefits consistent with the terms and conditions as stated in the Master Contract. Note that student beneficiaries with a University Plan purchased in Contract Year 2007 and earlier are exempt from paying the Tuition Differential Fee at the 12 state universities in Florida. 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21482900
  
  I am rejecting this response because:
  You clearly state you will provide the reimbursement cost to attend a public university and you clearly are not. If the current cost per credit hour is 216 per hour then you should provide 216 per hour whether you attend private or out of state. This is false advertisement. If the cost for public is 216 per hour that is what the plan is supposed to reimburse.

  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2024

  Once again, there are no irregularities with this account. The terms and conditions are outlined by the Master Contract all benefits will be paid out accordingly.

  With regard to the third-party article referenced by the complainant, Florida Prepaid did not publish or endorse that message and cannot be held responsible for information published by third-parties.

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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 paid full plan of my son florida prepaid plan and the father of my son appears there as a survivor but he died on 2021. Florida prepaid requested me death certificate of him I sent it notarized but the documento does not have a fathers ss #. I was not legally marriage with him and we were separated when he died . Florida prepaid has the account frozen until I provide a death certificate with a ss# and I cant do it I sent to them what I have. Im the owner of my son account and I paid year per year that account until I finished! Now florida prepaid does not want to remove the name of a deceased father of my son

  Business Response

  Date: 03/07/2024

  Florida Prepaid has removed the Survivor as requested by the Account Owner. We offer our condolences and apologize for the delay while we independently verified the passing of the Survivor.

  Customer Answer

  Date: 03/07/2024

   
  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:02/12/2024

  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.

  I was awarded as the sole owner of the Florida Prepaid College Plan in the divorce settlement. A few months after, I noticed that it has been unjustifiably flagged and I have zero access in my account. I can't view statements, balances, and can't do anything even I need to call to request any statements and need to wait at least 30 minutes on the phone to have someone to answer and then wait again for another 30 minutes to over an hour. Recently, I received an email regarding a refund and can only be processed if the owner will initiate to request it. The process is done through account online and since I have zero access or visibility in my account, it really is a big hassle. Also, my auto-payment still continues to draw money from my account after being told that the accounts are fully-paid. Again, this account is solely in my name, and I have the right to access my own account.I would appreciate any help Better Business Bureau could provide in this matter.

  Business Response

  Date: 02/14/2024

  Pursuant to the customers request, the Flags have been removed from the plan and the Account Owners online access has been restored.

  Customer Answer

  Date: 02/15/2024

   
  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,
  YBuroker

• Initial Complaint

  Date:01/05/2024

  Type:Billing 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 mother made the sacrifice to invest in a ** Prepaid plan when I was a baby that was supposed to cover my registration fees and 4 years of university. Before starting my Masters in ********, I called to check what my balance was so I could see if I would be able to afford the program. I was told by an agent that I had 25K to use for my tuition. With that, I was able to determine it was affordable for me to start my Masters. After my first semester, I called to see exactly how much I had left and then they told me I had nothing left in my account. It is IMPOSSIBLE that one agent would tell me I have 25K and after paying $15,695.96 of my tuition they tell me my account is EMPTY. They tell you with this amount that you should be able to go to a four year program in Florida, which is a LIE. Public universities in ** charge about 50K for a four year!!!! ** charges about 51K for a 4-year undergrad tuition and *** charges 45K. THIS IS A FRAUD! DON'T WASTE YOUR MONEY! THEY PROMISE YOU THAT THEY WILL COVER YOUR TUTION AND DON'T DELIVER!

  Business Response

  Date: 01/12/2024

  Florida Prepaid conducted the investigation requested by the Complainant/Beneficiary and has confirmed there are no irregularities. The amounts paid by Florida Prepaid are consistent with the terms and conditions of the plan purchased for the Complainant/Beneficiary. To the extent there was a miscommunication during the August 15, 2023 telephone call, the accurate value of the plan was available online via the customer portal and in annual statements sent to the Account Owner since its origination on December 3, ****.

• Initial Complaint

  Date:12/12/2023

  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.

  After being informed my two Prepaid College accounts having been unjustifiably flagged and frozen by the Prepaid College Board. I currently have zero access to these accounts and no ability to view or verify my account balances.There has been no official reason given for the restrictions placed on my accounts. I am the sole owner of these accounts and fully prepaid for two 4-year tuition and boarding for my son and daughter 16 years ago. My son will be attending college beginning next September.After placing these restrictions upon my account, the ******************************************* Board sent me two Joint Acknowledgement and Release forms which asks myself and Survivor to release the Prepaid College Board from all claims, actions, or liability whatsoever. These actions were taken into effect with zero explanation from the board.I shared this Joint Acknowledgement and Release form with my attorney in which I have been advised to never sign such a document which would lend myself no legal recourse in an event the Prepaid Board released or mismanaged my funds.I am requesting that both accounts immediately be unfrozen and removal of all flags and restrictions. This account is solely in my name, and I have the right to access my own account.I would appreciate any help The Better Business Bureau could provide in this matter.For reference my account numbers are ********** and 1089043894.Sincerely,*************************** ************ ******************

  Business Response

  Date: 12/21/2023

  Prepaid has removed the flags and restored online access pursuant to the customers request.

• Initial Complaint

  Date:09/26/2023

  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.

  Florida Prepaid College Board was instructed to issue payment to ************************** on my behalf. I submitted the requested schedule as well as the invoice and stated the amount that was to be paid to the university on August 25th. I later followed up to confirm receipt and was told on August 28th that it was received and being forwarded for review and processing. On September 26th, I called customer service asking about payment status because payment had not been received by **************************. After receiving the run around earlier in the day, someone finally called me back later in the day to "confirm the amount of payment" despite the fact that it's clearly listed on the e-mail that I sent in originally (See attachment). As a result of their incompetence and procrastination, my child's tuition payment is past due and we will be assessed late fees by the university. Florida Prepaid College Board's inability to process my claim in a timely manner as well as attempts placate me that my order was "in processing" is a deceptive business practice used to hold my funds and incur interest, rather than pay it out as intended on a timely manner. I request a full refund of any and all late fees incurred due to their malpractice.

  Business Response

  Date: 10/04/2023

  Florida Prepaid worked directly with the University and confirmed the payment was received timely and no late fees were applied.Therefore, this matter is fully resolved. 

• Initial Complaint

  Date:07/11/2023

  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 purchased for my son for a Florida Prepaid Plan for a 4 year tuition plan, 4 year dorm plan and two year fee plan and paid for all of it in full. We extended the plan - FP said it was perfectly alright to do so another 10 years, as he was unable to use it after graduation from high school. As it turned out, he only used part of the plan and we decided we would opt for a refund of the balance for the tuition with is in excess of $2,000. Fortunately we did get a refund for 4 years of paid dorm which was over $10k. FP sent me a letter saying they were donating the unused funds to a trust for needy students. I was always told upon expiration of the time frame for my son to use the plan, the unused remaining balance would be refunded to me. In addition, since receiving their letter telling me they have donated the unused funds to needy students instead of reimbursing me, I have repeatedly called them since I received the letter more times than I can count - for months - and held on the phone for hours with no answer! I contacted their chat bot on their website which gave me a case number, but never any RESPONSE regarding my problem. Please help me get my money back. How can they donate my money to other students without my permission??!!

  Business Response

  Date: 07/20/2023

  The Florida Prepaid College Plans worked directly with the customer and resolved all outstanding concerns.

• Initial Complaint

  Date:06/06/2023

  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.

  I requested a refund for my kids college savings on 04/05/2023. Received a letter saying it would take them a month, waited for that and called only to be told that the check was issued but never mailed and that I needed to send an email asking them to stop payment and reissue of the check. I proceeded to do so, then I called back and I was told that the letter needed to be signed. The first agent never told me about this. I am sending the letter now with a signature and requesting the check to be overnighted to me otherwise I will seek legal action.

  Business Response

  Date: 06/14/2023

  Florida Prepaid worked with the customer and this matter has been completely resolved. The requested refund was overnighted on June 10, 2023.

• Initial Complaint

  Date:01/24/2023

  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.

  Originally called on Jan 12th to cancel plans for refund. Was advised since I was cancelling the plan, no further charges would be auto debited from my account(20th). I was also advised refunds may say ***** days but typically are processed within 1-2 weeks from request. Charges were taken out in full from my checking account on the 20th like I never cancelled the plan. I called in again and was advised that I missed the charge cutoff date of the 14th. When I mentioned I cancelled the plan on the 12th, the rep said the prior rep didn't initiate it properly so that's why it went through anyway. I asked for the charges to be reversed and the rep said sorry can't do that. You'll need to wait for it to post in a few days, initiate a refund, and wait for yet another paper check in ***** days, but it'll probably be sooner. I asked to speak to a supervisor, who told me to just call my bank and ask to reverse the charges and that works for a lot of customers. How many customers go through this problem where the remedy for FP's error is common knowledge? And why do they put it on the customer's shoulders to fix their error? So, today(23rd) I get letters from FP to confirm my cancellation and refund amounts and the letter says Refunds are usually processed with 30 days of this letter, but may take up to 15 more. I called yet again and the rep said sorry you were told anything other than *****, but that's what it is. I asked for confirmation of the paper checks(by the way, why do they ach from my account so easily but can only snail mail me a paper check for a refund?) The rep said there was no way to know where they were because it's handled through a third party service. She didn't even know if they were in *********** like the first rep said. I asked for a confirmation on whether the checks were even written. She advised the status shows processing which meant the checks had not been written yet. No ETA. Just apology after apology after apology from every rep.

  Business Response

  Date: 02/02/2023

  The Florida Prepaid College Plan has confirmed the cancellation refund was mailed on January 18, 2023. In addition, the Florida Prepaid College Plan has confirmed the overpayments on the plans have been reversed to the Account Owner's banking institution as authorization was revoked by the customer.