ComplaintsforWashington State University

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern,I purchased a year's access to the ***** module on 7/6/22 with Washington State University and worked with the module on a regular basis. This payment allowed me access to 5 assessments within that period, as long as I wasn't inactive for longer than 6 months.At no point was I inactive for longer than a few weeks, and I only took 3 assessments. My last assessment was 3/8/23, well within the one year period. However, because I did not take an "assessment" within a period of 6 months, a second access fee was charged to me.There is nowhere on their website that states that one must take assessments within 6 months of each other. I was locked out of my module after 6 months of taking my second assessment, even though I was still active in the module. At this point I emailed the university and asked them why I couldn't log in.They replied with no explanation and told me to access the first time log in for new users. I did this, and incurred a new charge. They did not tell me that there would be another charge. Nowhere on their website is this stated. They cannot charge for something that is undisclosed. Moreover, their charge is discrepant with the information on their website.I have provided all of the pages on their website that are pertinent to the ***** module and I can also provide my email conversations if necessary.Thank you!

  Business response

  08/17/2023

  Several Departments at Washington State University have responded to Ms. ************ numerous emails. The attached emails are the 3 most detailed responses. 

  The "expiration date" that the student references is a year from the very first assessment completed May 12, 2022.This is the expiration of the first assessment score, but doesn't relate to the retakes. We have no control over how ***** displays this.
  If more than 6 months lapses between assessment attempts, the module access ends and no longer connects to a re-assessment in the same cohort, even if the login is still available.
  At that point, any further assessments restart the placement process. We include this note on our Re-assessment Information page:
  IMPORTANT
  - Students must complete required hours in the ***** Prep and Learning Module before attempting a reassessment. Module time requirements must be met within 6 months of the prior assessment.
  See requirements here
  .
  Note:
  If it has been longer than 6 months since the last assessment, students need to go through the first time access link after selecting their campus
  here
  .
  If the student met the module time requirement and was further active in the modules, but did not actually complete a re-assessment in this time span, this is admittedly a bit of a gray-area in our understanding of the ***** system, but this is why we include the further information about the time since the last assessment.
  In addition, all needed re-assessments must be completed within the cohort window which students are automatically placed in when they login for the first time. This is explained in one of our
  Placement FAQs: *******************************************************

  Ms. ********** completed her first test on 5/12/2022, second test on 8/14/2022 and third test on 8/3/2023
  Between the second and third attempts, as seen in the Test Results in myWSU, was more than a 6 month span.

  
  The most recent assessment was completed in March 2023. Prior to that, it had been longer than 6 months since the previous assessment in August 2022.
  and the Fall 2022 cohort which the student's first two assessments were taken in, closed on February 28th.

  So the assessment in March started a new assessment package within a new WSU-***** cohort, placing a new charge on the student account, and resetting the module and retake availability.
  As has been explained previously, the student is responsible for the new ***** fee on their student account because they completed an assessment in a new cohort with their most recent attempt.
  The fee may be paid with Fall tuition, if this is most convenient.

  Business response

  08/17/2023

  Several Departments at Washington State University have responded to Ms. ************ numerous emails. The attached emails are the 3 most detailed responses. 
  The "expiration date" that the student references is a year from the very first assessment completed May 12, 2022.This is the expiration of the first assessment score, but doesn't relate to the retakes. We have no control over how ***** displays this.
  If more than 6 months lapses between assessment attempts, the module access ends and no longer connects to a re-assessment in the same cohort, even if the login is still available.
  At that point, any further assessments restart the placement process. We include this note on our Re-assessment Information page:
  IMPORTANT
  - Students must complete required hours in the ***** Prep and Learning Module before attempting a reassessment. Module time requirements must be met within 6 months of the prior assessment.
  See requirements here
  .
  Note:
  If it has been longer than 6 months since the last assessment, students need to go through the first time access link after selecting their campus
  here
  .
  If the student met the module time requirement and was further active in the modules, but did not actually complete a re-assessment in this time span, this is admittedly a bit of a gray-area in our understanding of the ***** system, but this is why we include the further information about the time since the last assessment.
  In addition, all needed re-assessments must be completed within the cohort window which students are automatically placed in when they login for the first time. This is explained in one of our
  Placement FAQs: *******************************************************
  Ms. ********** completed her first test on 5/12/2022, second test on 8/14/2022 and third test on 8/3/2023
  Between the second and third attempts, as seen in the Test Results in myWSU, was more than a 6 month span.
  
  The most recent assessment was completed in March 2023. Prior to that, it had been longer than 6 months since the previous assessment in August 2022.
  and the Fall 2022 cohort which the student's first two assessments were taken in, closed on February 28th.
  So the assessment in March started a new assessment package within a new WSU-***** cohort, placing a new charge on the student account, and resetting the module and retake availability.
  As has been explained previously, the student is responsible for the new ***** fee on their student account because they completed an assessment in a new cohort with their most recent attempt.
  The fee may be paid with Fall tuition, if this is most convenient.

  Customer response

  08/22/2023

   
  Complaint: 20466825
  
  I am rejecting this response because they are simply copying and pasting what I have already provided to you as evidence. In their own words they are proving what I said, there is nowhere on their website that states that there is a charge for NOT taking the test within a certain time period.
  
  Sincerely,
  
  Mother Synkletike

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter, ****, got into *** and I wanted to pay with my SEP **** I had to go through TD Amertrade. It took longer than the deadline to get them funds. I called prior to the deadline to inform them and then paid them in full with the TD Ameritrade funds but refused to pay the late fee. I've asked them numerous times to remove the last ******. I have paid everything, over 12k but prefer not to pay late fees. My daughter has filled out at least three petitions to requests late fees be returned. They did agree to 414 being removed but won't remove the last ******. I've talked to the bursars office at least three times. I dont' understand why they won't remove all of the fees. I did not make them work for these funds. I paid relatively timely and I'm sure they work with lots of students and financial aid and non collections. I paid as soon as I could get funds to you and don't think I should have to pay late fees when I paid you in full Reached out before hand to let them know. So fustrating on my end. I don't know what else to do so am reaching out to you.

  Business response

  08/07/2023

  Students are required to sign the ***************** Responsibility before they can enroll in the current semester.
  The ***************** Responsibility clearly states "I understand and acknowledge that I am responsible for payment of all sums when due regardless of the date the charge is incurred, and regardless of eligibility for financial aid or other financial assistance. WSU will place a hold on my account to prevent receipt of
  grades, transcripts, or diplomas if I fail to pay an outstanding balance when due. I understand and acknowledge that if I fail to pay tuition and fees by the scheduled due date, WSU will assess late fees on the past due as published on the Student Account web page, advertised electronically and distributed via myWSU."
  By signing the student agrees to the terms set forth.

  
  Parents and students are aware of the tuition due dates and tuition is placed on student accounts at least 30 days before payment is due, giving parents and students ample time to make payment arrangement.

  
  If the student receives any late fees, they are welcome to submit a Late Fee Petition. However, submitting a late fee petition is not a guarantee the late fees will be reduced or removed.

  
  In this case the Late ********************** reviewed all account notes and email communications and made the decision to reduce the amount of late fees received.This decision was based on the student being an incoming Freshman, email communication regarding the payment being late and additional email communication regarding paying the balance in full and then receiving a refund once the SEP *** funds are received.
  

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