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: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 ******

• Initial Complaint

  Date:09/02/2022

  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 children attend xyz private school which utilizes the FACTS payment system for the processing of their tuition and fees. Tuition is stated to be billed on 09/06, however they "begin processing" several days prior to money being taken from my bank account of which cannot be stopped or changed. Today is 09/02, several days prior to the bill being due. I currently do not have funds in this account, however I have it available in a different bank account. I have attempted to change the bank account on the FACTS website without success and I contacted FACTS which told me that it was too late to make the change.
  
  FACTS was unable to make the change resulting in not only my receiving an Insufficient Funds fee from my banking institution AND an insufficient funds from FACTS. As of this date I have contacted my bank, requesting that they reject the payment to FACTS. In addition, I will be making payment to our school by check.
  
  ********************************************************************************************************************************************************************* My desired resolution would not only remove my NSF from my account, but also cease the practice of processing a payment prior to its due date. Payment should be made at point of service just as if I were purchasing an item at a grocery store.
  

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Reached out to customer to discuss situation. Explained how ACH payment processing is different from paying a local retailer and why FACTS cannot make changes to the payment after it has been submitted to the FED for processing. Answered additional questions related to this matter. With regards to the fee, the complaint has been resolved to the customers satisfaction.