Complaints

This profile includes complaints for FACTS Management Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  FACTS Management Company

  121 S 13th St # 201 Lincoln, NE 68508-1911

  
• 

  FACTS Management Company

  PO Box 82527 Lincoln, NE 68501-2527

  
• 

  FACTS Management Company

  PO Box 82524 Lincoln, NE 68501-2524

  

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:02/27/2025

  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.

  My sons school said we needed to submit an application through FACTS for financial aid consideration. I entered basically all of my personal and financial information into the FACTS application and was told there would be a $40 fee, it mentioned that some cases there will be forms that need submitted in addition to the application but I could not see what forms or the process of submitting them without first paying the $40 and submitting all of my sensitive information. In good faith, I proceeded to submit and pay. Afterwards I was directed to a page saying the submission was incomplete and i had to submit 7 forms. I proceeded to spend over 8 hours and multiple days trying to submit these forms. I tried every way i knew, i watched the help video and walked through it over the phone with a FACTS customer service rep. All to no avail - it would give errors like too blurry, security error, the picture was horizontal and not acceptable, etc.. I finally reached a point i had no more time or mental capacity to proceed. i no longer trusted this company to do right by me. i wanted my $40 back and my information deleted. the company refused to give the money back even though they could not provide me the service promised of allowing me a submission in a reasonable fair amount of time and attempts and they could not delete my personal private data from their system. when i asked about their scruples and company principles the customer service rep said to their knowledge they had none - and that seems 100% accurate to me. this company is preying on schools students and parents with no moral compass or sense of humane responsibility and I want them to be held accountable in a very big way.

  

  Business Response

  Date: 02/28/2025

  A supervisor reached out to the customer and discussed the circumstances driving this complaint. FACTS does not share personal information related to the complaint on a public platform. The complaint was resolved at the time of the discussion.

  Customer Answer

  Date: 02/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this course of action will do. My refund was promised, but i do think an update to how the business operates and treats “customers” is necessary. The representative who called said she will give that feedback to her supervisors but until there is evidence of change i would not consider myself satisfied with this company. Requiring a complaint to the BBB for a refund of $40 for services NOT rendered, seems like a bad business model to me. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/14/2024

  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.

  Every month facts debits my account says prior to the agreed upon date which is causing me fees with my bank. Also, this is not the contracted date to be debited. It varies month to month from anywhere to 2-4 days earlier then scheduled. I want you to stop submitting payments PRIOR to the date they are due.

  

  Business Response

  Date: 12/28/2024

  A phone call was made to the customer to discuss our  payment processing process.  When payments that have due dates that fall on weekends or holidays, certain financial institutions may put a hold on the funds when they receive the payment file, even though the effective date is listed in the payment file.   The customer stated she will contact the financial institution. 
  
  Thank you

• Initial Complaint

  Date:11/08/2024

  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 child's school uses FACTS Management to manage their billing and payments. I received a low balance alert on my child's lunch account. I logged in to make a payment and received an error that the payment was not processed. I tried a second time and the payment went through. I was then notified that BOTH payments processed. Spoke with two separate people and was informed both times that there is NOTHING they can do as all sales are final. This seems to be a way to force people to make multiple payments as they have a service fee attached to each payment. The refund would have to be processed by your institution and the fee would not be refundable. I spoke with *******, a supervisor, who was of NO help at all and quite rude to say the least. My child's school should not have to deal with these issues when they are issues that the company is having with their software and system

  

  Business Response

  Date: 11/12/2024

  A Supervisor reached out to customer to discuss options for refunding the duplicate payment. Customer stated to leave things as they are. Customer was concerned there is a system issue and wanted that addressed. FACTS processes thousands of online payments each day and this is not an issue being reported by other customers. Duplicating payments is certainly an issue that FACTS would work to resolve immediately if it were a wide-spread issue. The Supervisor did report the issue to the IT/Tech Support team for review. Thank you for your inquiry.

• Initial Complaint

  Date:09/06/2024

  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.

  FACTS has a “debit-card” surcharge in place for payments. This is against the cardholder agreement for VISA and MASTERCARD. Debit Card surcharges are NOT ALLOWED by federal law (not to be confused with a convenience fee, which is allowed but not what they charge). Merchants are not allowed to charge a surcharge for debit card transactions. The Durbin Amendment, which was passed in 2010 as part of the Dodd-Frank Wall Street Reform and Consumer Protection Act. After multiple contacts to the company, they are very difficult to work with. ***, one of the ladies that answers the phone has the worst bedside manor and does not want to help you… Supervisor ****** is also unable to help and I had to insist on her boss… after speaking to her boss, I then had to speak with an “Analyst” named ***** He basically told me over the phone and in email that what they are doing isn’t illegal then proceeded to attempt to bury me in paperwork by sending me a 947 page PDF stating that that document allowed them to do it. That document is published by VISA and does not agree with what he states… VISA, MASTERCARD, and FEDERAL LAW state that services fees to DEBIT CARDS are NOT legal! Service fees/transaction fees ARE legal for credit cards and they keep attempting to use the document that explains CREDIT CARD fees to state that DEBIT CARD fees are legal… when they are in fact, not legal! I then contacted FACTS and stated I wanted my card removed from their system, and I would be contacting the school to pay directly, and they stated the could not remove my card from the payment plan and that the school must authorize. They act like the school charges the fees (when they don’t) and keep deflecting everything to the school… one of the most dishonest companies I have ever had the displeasure of working with, contact your school directly and arrange check payments! Avoid FACTS!!! They want me to pay $331 in fees just to pay tuition for my kid! Unbelievable!

  

  Business Response

  Date: 09/09/2024

  There are several fee programs in place for making payments with cards. Some of them permit fees to be assessed for credit cards only, while others are applicable for both credit and debit cards. The card brands support special programs for government and education payments that permit participating schools to assess additional cardholder service fees for both debit and credit cards in accordance with applicable laws and regulations. 
  
  You can find additional information about the Visa Government and Education Payment Program at *******************************************************************************

   

• Initial Complaint

  Date:08/05/2024

  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.

  Mobile website is awful, split down middle of screen. I went to press make a payment for $101. When I pressed the one button it said thank you for paying the full $10,000 tuition. I called immediately for them to stop payment. They said they could not. So now I’m out multiple fees because we have to have our account under to stop the payment going through. If you’re an account management company this should be very easy to do. Every other company can do this. It’s bizzare and awful.

  

  Business Response

  Date: 08/16/2024

  We have reported the "split screen" App issue to our the FACTS Product team to see if they can duplicate the issue. They have been unable to duplicate it so far. If you are able to duplicate the issue and send us a screen shot, the team would gladly research this further. As far as the specific complaint around a payment, we do not post customer specific details on a public site. The department manager has attempted to reach out to the customer and left a voicemail with guidance on how to reach us. No further contact has been made with the customer. If further discussion is preferred, or if you need assistance in submitting the screenshot to FACTS, please contact us at ###-###-####.

• Initial Complaint

  Date:05/29/2024

  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.

  I went to check my balance & pay with a credit card. The screen comes up states there is a fee for a credit card. I hit pay now expecting to enter the credit card fee but instead it processed payment to account on file. It never asked me to confirm or anything. Then I am told there is nothing they can do. It was done 5 min ago & it can’t be cancelled or corrected. The bill is not due until July so it’s not like I am making a last minute/late payment. It’s crazy. There should be another screen that comes up to enter or at least confirm billing - especially if it can’t be undone. Frustrated cause I don’t have $900 & there will a $30 fee when it gets rejected from the bank. Update the website there should be an additional step to confirm payment before processing or the ability to cancel in the minute after.

  

  Business Response

  Date: 06/04/2024

  The Authorized party called in on 5/29/24.  During this call, the customer was present, added the Authorized party to the account and subsequently the process was explained to the authorized party who made the payment.   When a customer makes the payment, a pay now button with the payment amount is presented along with a message the payment is immediate and can’t be cancelled.  Two phone calls were made to the customer to explain the process, with both calls going to voicemail. If you have any further questions, please call our customer service team at ###-###-####.  Our team is available 7am - 9pm M-F and 8am -2pm on Saturday.

  Thank you

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service 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 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

  Date: 01/29/2024

  Hello,

  
  

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

  
  

  Thank you. 

  
  

  Sincerely, 
  
  **** **
  Nelnet

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:05/08/2023

  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.

  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

  Date: 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

  Date:04/20/2023

  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.

  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

  Date: 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

  Date:03/13/2023

  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.

  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

  Date: 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

  Date: 03/16/2023

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

  Customer Answer

  Date: 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 ******