Complaints

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• Initial Complaint

  Date:12/27/2024

  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.

  Transactions never occurred. College admission office sent an invoice in Oct 2024 for $250 administrative fee for not going to the college consequently not using their room/services. I emailed the college admin office asking for the fee to canceled. The admin office refused. On 12/4/24 in typed email request after receiving legal guidance I asked for a copy of the contract I signed outlining the terms and cancelation fees I agreed to. I attached a picture of that email giving the college office 14 business days to respond. The college did not respond with any details showing I contractually agreed to the cancellation fees. Additionally I did not get shown how the college calculates to these fees. I believe it’s a law that a business must meet these requests. My desired outcome is to the have the $250 charges waived and avoid my credit/future being impacted by the alleged cancellation fees they continue to send me notices for. Please help. Thank you

  Business Response

  Date: 01/29/2025

  Please contact us at ***************** ** ***** ********

  Thank you. 

  To Whom it May Concern:
  
  Illinois State University {"University") is in receipt of a complaint filed with the Better Business Bureau
  from ****** ******* concerning a cancellation charge associated with Mr. ********* University Housing Contract.
  The complaint was addressed to the University's Human Resources Office for response and then referred to the
  Office of General Counsel for response. To our knowledge, the University does not have a record of receiving the
  first notice of this complaint.
  Complainant's Allegations
  Mr. ******* alleges:
  • The transactions relating to the University Housing Contract never occurred.
  • The University did not provide copies of the terms and conditions relating to the University Housing
  Contract and details regarding the $250.00 cancellation fee.
  As a remedy, Mr. ******* requests the $250 cancellation fee be waived.
  University Response:
  The University disputes Mr. ********* allegations regarding the University Housing Contract and the
  related cancellation fee. Attached please find details regarding the transaction described below.
  Illinois State University Housing Terms and Conditions are submitted and signed electronically. A clean
  copy of the terms and conditions are attached for your reference. See 2024-2025 University Housing Terms and
  Conditions. The cancellation terms for the University Housing Contract are outlined in Section 111.F. of the Terms
  and Conditions. The section outlines the process for submitting a request for cancellation through the Illinois
  State University Housing and Dining Portal. The section also indicates students are responsible for cancellation
  charges according to the schedule included in the contract. Contract cancellations submitted to the University
  between June 2 and August 2, 2024 are subject to a $250.00 cancellation charge.
  Mr. ******* signed the University Housing Terms and Conditions on April 16, 2024. A confirmation
  email was sent to Mr. ********* personal e-mail address with a copy of the Terms and Conditions. See AO
  Contract Confirmation. Reminder notices regarding cancellation deadlines were submitted to Mr. *********
  personal and University email accounts on May 23, 2024 and May 31, 2024. See AO First and Second
  Cancellation Reminders.
  Mr. ******* submitted his request to cancel his University Housing Contract on June 28, 2024. A
  confirmation email was submitted to Mr. ******* to acknowledge the cancellation request. See AO
  Cancellation Submission. The cancellation was processed on July 10, 2024 by University Housing Services. See
  AO Cancellation Processed.
  An equal opportuni1ylajjimialive action university encouraging diversity
  After Mr. ******* received invoices for the cancellation fee, he submitted an inquiry to University
  Housing Services dated November 12, 2024. Mr. ******* was provided the opportunity to appeal the
  cancellation fee as described in the Housing Terms and Conditions, Section 111.F.14. Mr. ********* appeal was
  considered and denied on the grounds that Mr. ******* received information regarding the Housing Contract
  Terms and Conditions and several reminders regarding housing deadlines and cancellation procedures.
  For these reasons, the University submits that Mr. ******* did enter into the University Housing Contract
  and was provided appropriate information regarding the $250 cancellation fee. Mr. ******* cancelled the
  University Housing Contract June 28, 2024 and therefore the $250.00 cancellation fee was appropriately
  assessed.
  Please let us know if you need any additional information concerning this matter. 

  Customer Answer

  Date: 02/03/2025

   I am rejecting this response because: 

  - The business did not comply with the law by providing me contract details when requested previously. The business did not respond to me  where in writing I request to be provided details to the contract or an explanation to why they were invoicing me. The first time I was able to view their cancellation Fee is via their latest response to this complaint where they referred to an electronic document. 

  - I have attached invoices they have been sending me as examples. You can view in exhibit A and B they billed me without any explanation of why or what the charges are for. Its states on the invoice the details of the charges are on the back. However there are or were never any details. Is this a lawful why to bill customer and not provide an explanation when asked or an explanation on a bill they expect a customer to just pay? 
  

  - Their business billing practice reminds me of hidden “junk fees” where a business buries hidden or cancellation fees within a contract with little notice, visibility, and or a specific process and if not followed automatically disqualifies a customer to rightfully cancellation or explanation to why they or being charged and how that fee was assessed. 

  
  

  Business Response

  Date: 02/14/2025

  Please find attached a letter in response. 

  Thank you. 

  Illinois State University (“University”) is in receipt of the additional information from the
  complainant, including a copy of the invoice for the $250.00 cancellation fee and an email dated
  December 4, 2024 requesting a review of the review of the fee.
  In the December 4, 2024 email, the complainant alleges he had not been provided a copy of the
  contract and requested a clarification on how those terms applied. As detailed in the University’s prior
  response, the complainant entered into the University Housing Contract, which included a $250
  cancellation fee if the individual cancelled the contract after June 1st. A copy of the contract was
  provided to the complainant by email and is available on the University Housing website. The
  complainant received multiple notices regarding the June 1 cancellation deadline. The complainant
  cancelled the contract after the June 1 deadline and as such the cancellation fee applied.
  The complainant requested and received a review of the fee when he appealed the charge in
  November 2024. The appeal was denied because the complainant had cancelled the Housing contract
  after the deadline.
  Further, the complainant asserts the cancellation fee is not reasonable. The University disagrees.
  The University clearly disclosed the terms and conditions to the complainant in the contract as well as
  the follow up communications. The University Housing have a limited number of accommodations
  available to live-on campus. Cancellations received after the June 1 deadline limit the University’s
  opportunity to make the space available to other students in the time available before the start of a
  semester. The fee allows the University to cover some portion of the actual costs incurred due to the
  cancellation.
  The University submits again, that the complainant did enter into the University Housing
  Contract and was provided appropriate information regarding the cancellation fee. The University
  Housing Contract was cancelled after the deadline and therefore the $250.00 cancellation fee was
  appropriately assessed. 

  Customer Answer

  Date: 02/20/2025

   I am rejecting this response because:
  
  As previously stated I was not notified as the school suggest regarding the late fees policy. When I inquired after I received the invoices I shared without listing what the charges is when I then researched and followed their process through the formal dispute referenced. The school process and contract should be more clear and upfront regarding their policies and late fees. The school failed to provide me in a written formal request for their arbitrary fees when I inquired which is a law to protect the consumer. They wasted my time and money to have to submit a formal BBB complaint. My next step is to have the attorney general notified regarding hidden policies and late fees practices of the school. Additionally sending out invoices asking for payment without proper explanation. That practice is against law. We believe the attorney generals office with agree with all the policy is hidden in contract without proper notice to a consumer. There is no explanation to the calculation of fees and how the fee amount is derived. Additionally we believe the attorney general will agree the school when requested to provide explanation in a reasonable amount of time failed. I request the fee be removed. Thank you