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Business Profile

Bill Paying Services

Touchnet Information Systems Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bill Paying Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/07/2024

    Type:Billing Issues
    Status:
    Answered
    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 made a payment towards my tuition via TouchNet. Not only was this amount waived due to financial aid funding, but I was expecting a refund along with it. We were told that we would receive the refund up to two weeks after the official add/drop date (1/16). As of 2/2, the refund amount, including the payment I made, totaled out to $1,500.86 on my TouchNet student account. It is now 2/6, and I am being told that it could take 2 more weeks to process this refund. Students in other states (I am a transfer) have received their full refund. This is a way to hold student's money and collect interest before disbursing what we're owed. This is an extremely dishonest system and takes advantage of those attempting to further their education

    Business Response

    Date: 02/07/2024

    TouchNet is an intermediary in this process working on behalf of your educational institution - you will need to work with your college or university to have them issue this refund.  We will also contact the institution to make sure they're aware of your situation.

    Customer Answer

    Date: 02/07/2024


    Complaint: ********

    I am rejecting this response because: along with not receiving my grant refund, i have not received a refund of the payment of $667 that was made to touchnet, not the school. If it is a school issue, why have I not received this back either? 

    Sincerely,

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

    Business Response

    Date: 02/12/2024

    I appreciate that you are frustrated, but have you spoken with the school?  We work with 1200 schools across the world - this is our business, I know how this works... you need to work with the school on this one...

    Customer Answer

    Date: 02/13/2024


    Complaint: ********

    I am rejecting this response because: I have been in contact with both the school and TouchNet. I am being given the run around. There is nothing being done to resolve this issue by either parties. I have taken further steps to have this resolved and have requested an investigation into both the school and TouchNet as I have found multiple sources confirming similar problems regarding the same issue from the same companies. I will no longer be asking for a resolution through the BBB, as it is clear this is not a priority for either HGTC nor TouchNet and is an indication of a deeper issue/corruption occurring.

    Sincerely,

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

    Business Response

    Date: 02/14/2024

    I believe I've thoroughly documented our response here. The complaint is against the school who is using our software for taking a delay to issue the refund via our software.  The school has informed both myself and the person issuing the complaint the refund has been issued - I consider this matter resolved and I hope the BBB understands this situation.

Touchnet Information Systems Inc is NOT a BBB Accredited Business.

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