Complaints

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I enrollment my high schooler in the program for *************** as they said he could earn college credit. It never says how many hours he earns. There is a secondary program to purchase for almost $1,000 one credit hour. I sent an email and they said they don't earn any college credit. My son now wants to cancel. They don't have an option to cancel online anywhere, just their cancellation policy. You have to cancel before 4/1 or lose half of the payments already made. I sent them an email. This is entrapment so people can't cancel and have proof they submitted to cancel. Also preying on high schoolers with the idea they are getting college credit by participating in these programs.

  Business response

  04/02/2023

  The NSLC cancellation policy asks that all cancellation requests be submitted in writing (email is acceptable). This policy is available at ********************************************************************************. To receive a full refund of all tuition paid during the 2023 program year, a cancellation request must be received by April 1, 2023. ********** submitted a cancellation request by email March 22 at 9:45pm central time. A staff member received this email on the next business day (March 23) and per our cancellation and refund policy, cancelled her student's registration and processed a full refund. A confirmation email of this cancellation and refund was sent to ********** at 1:**** Central time. A copy of her invoice showing the cancellation and refund is attached.

  In terms of the college credit option, our program does not include by default college credit. College credit is offered as an option to all students enrolling in our program as an add-on. Information about the college credit program is available on our website (prior to enrollment) on a dedicated College Credit Info page at ****************************************************************************************************. The brochure that ********** and her son received also included information about the college credit program. This includes a statement that college credit is optional and requires a separate tuition payment. A copy of this brochure page is attached.

  Customer response

  04/03/2023

   
  Complaint: 19638677
  
  I am rejecting this response because: this link for FAQs does not say how to cancel the enrollment at all. It just gives the deadlines. They said they would refund me in ***** business days. As of yesterday I still did not receive any money back. While enrolling one section says you can earn college credit in addition by completing online classes. It is very deceptive. Another section we found after signing up, says credit with online course. I think they are deceptive on purpose.
  
  Sincerely,
  
  *********************

  Business response

  04/04/2023

  We apologize if ********** and her student felt misled by the information on college credit. That is not our intention. We always strive to provide as much transparency as possible around all of our policies, procedures, and programs. As previously provided, the brochure the student received included information on the College Credit program. This included that it was an optional program, additional tuition was required, and that the college credit course was online through AU's platform. Additionally there is a link to American University's website which includes many more details such as the tuition cost, amount of credits earned, and additional policies and procedures. This information is also available on our website prior to enrollment at ****************************************************************************************************. This page is easily accessed from the "Resources" drop down at the top of our website under the link ************* Credit". This page also includes the cost, the number of credits available, and that it is an online class complementing the regular NSLC program.

  In regards to cancellation, again we strive to be as transparent as possible. The previously attached brochure page that includes the college credit information also includes information about our cancellation policy. Specifically it states: We hope you wont need to, but contact us to cancel and receive a full refund of your tuition payments - no questions asked." The brochure page also includes our contact information (phone and email). The *** page I previously linked to: ******************************************************************************** says about cancellations: "All cancellations must be submitted in writing (email is acceptable)." All ********** needed to do was email us at the email address provided ************************************* with a request to cancel. That is what she did on the evening of March 22 and the next business day on March 23 we processed the cancellation and issued a refund per our outlined policy. As ********** states - it can take up to two weeks for the refund to reflect on her credit card statement. Refunds are processed by our credit card processing company the same day we process the cancellation. Attached are the register receipts from the credit card processor reflecting these refunds. We cannot control when an individual's credit card company posts these transactions to their account. It can take up to two weeks. We'd encourage ********** to reach out to her credit card company to confirm when these transactions will post.

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