ComplaintsforUniversity of Wisconsin System

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I completed two courses at the University of Wisconsin **********. My student loans were approved and the college was paid for my tuition. However, due to family emergency the books were not returned on time. I have the books and they can have them back, but they will not take them. They also will not release my official transcript so I can continue my education at another university. I am a single mother and college student. I cannot afford to pay them without my degree, and I cant get my degree without my transcripts. They can have the books, and all I want is my transcripts which I paid for in my tuition.

  Business response

  03/21/2023

  March 21, 2023

  I understand from UW System office that the original BBB notification of complaint from December was **** mailed to an incorrect address, thus ******************* was unaware of complaint.  Thank you for sending the March email notification of complaint.

  Summary:  This former student had two unreturned books from Spring 2022 semester for a total late fee of $458.00.  ************* policy holds that after five weeks of no payment/no book return, the University Bookstore forwards unpaid fee information to the University *************** for collection.  University policy also holds that transcripts are not released in situations where students/former students have outstanding amounts due, thus the student had a hold on account.

  The outstanding amount was paid in February 2023 (before we received notification of BBB complaint) and the former student no longer has a hold on account and ******************* will process a transcript request.  The below email was sent to former student this morning:

  From: *************************************** <*************************>
  Sent: Tuesday, March 21, 2023 8:27 AM
  To: *****************
  Cc: *************************** <*******************************************;; ****************************** <*************************>
  Subject: UWEC Transcript
  
  Good Morning Chelsie-
  
  I am the **** campus administrator between our bookstore vendor (*******) and campus.  I am reaching out to you to let you know that you are now eligible to re-request a copy of your transcript.  There is no longer a hold on your account with **** and you can process that request here through our Blugold Central website Transcripts | UW-****************************
  
  In doing a little digging, I see the hold was due to unreturned books and understand that you had a family emergency that didnt allow you to return them.  As a point of information for you,the process on campus is if the bookstore doesnt receive the books back after 5 weeks past the original due date, the bookstore sends any outstanding fees over to Blugold Central (business office), hence the hold on your account. As I mentioned, your account has now been paid, the hold is lifted and you do not need to return the books to us at this time.  We are sorry to hear of your family emergency and hope that things are better for you now.
  
  I also understand you are a single mom doing what you can to try and get your degree.  That has great integrity and I am wishing you the best in luck.  Please reach out if you have any more questions or would like some assistance.
  
  Sincerely,
  
  ***********************************, M.A.
  Director  |  University Centers
  ********************************************* 240D
  Division of Finance and Administration
  **********, ** 54702-4004
  ************ | *************************
  

  Do not hesitate to contact me should you have any questions.

  Regards, *********************

  ************************

  Executive Assistant

  Office of the Chancellor

   *************  |  204 ***************************  |  *************,** 54702-4004  |  ************  | ************************

   

   

  Customer response

  03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This university was paid for my classes, and I was 100% willing to return the books.  I have now paid my tuition, plus an additional 670 dollars, which is money I genuinely do not have.  I struggle to put food on the table for my children, and this campus was completely unwilling to work with me.  I understand and respect their policies, but there was no understanding or respect in return.  If this was a small business struggling to get by, I would understand their need to collect what they can.  This is not the case here.  **** should be ashamed of themselves.  I feel humiliated, violated and genuinely saddened this is how they treat working mothers. 
  
  Regards,
  
  *******************************

  Business response

  03/30/2023

  March 30, 2023

  ************* communicated with the student/former student over the course of nearly five months regarding book return information/deadlines and overdue books/associated fees, before referring the debt to state collections:
  
  5/10/22-5/20/22: student was sent six courtesy emails in advance of book return deadline.  Emails included book return information and deadline;
  
  5/23/22-6/20/22: five emails and two letters mailed **** were sent regarding overdue book return and associated fees.  Student had the option to return textbooks until 6/24/22 textbook fees would be removed and student would only be responsible for associated late return fees, $2.00/business day.  ***** communications included the outcomes for non-return/non-payment, including a hold on all your academic records and future registration (academic records includes transcripts). The University received no response;
  
  6/28/22 University *************** sent notification that debt had been referred from University Bookstore.  Included notification that debt would go into collection status if not satisfied, and offered three options:  submit payment in full; set up a payment plan; dispute the charges.  The University received no response;
  
  8/16/22 University *************** sent Notice of Intent to Refer to State Debt Collections.  The University received no response.
  
  10/6/22 debt referred to the state for collection. 
  
  The above communication and timeline complies with the university book store and university standard policies regarding text book return and payment/non-payment of associated fees.  The university communicated through email and **** mail a minimum of 15 times over nearly five months, and provided a five week window after the close of the Spring 2022 semester during which the textbooks could be returned and the cost of the textbooks themselves would be removed from the students amount owed. 
  
  In addition, the university offered a payment plan option as a reasonable means of satisfying the outstanding amount owed.  Student/former student neither responded to our communications nor disputed the charges despite our outreach efforts.
  
  As previously stated, the debt has now been satisfied and the University has sent communication to the former student that a transcript request *** now processed.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On June 21st, I spoke with ********************* from UWO student accounts regarding the holds and balance on my account. I explained I went thru a hardship during the time serving on Active Duty and fell behind on my coursework causing me to fail the fall semester. I asked for any offered waivers, assistance, payment plans to resolve the balance where she did not show a willingness to help... she simply said "you like a lot of other students experienced a hardship." I responded, "I understand but I was on Active Duty " when she responded, "well you shouldn't had enrolled in classes". Her responses were tone deaf, very rude, and unprofessional. I told her that it was ignorant, and I did not predict a pandemic. She hung up on me, and would reject all future calls of mine. Consequently, I paid the balance to my student account, and learned the next day the account was no longer with the school but with the department of revenue, had **** not hung up on me, and not rejected my calls- she could had informed me of this. I have a $3500 check stagnant and my issue is not resolved.The school was aware of my veteran status, My account should not had been forwarded to the *** with the provisions protecting military personnel protecting against collections. I placed payment to the *** and ************************* still refused to release my transcript in a timely manner. When I informed her of my military status and the policy, she stopped responding and still has not released my transcript.

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