Since I apparently will have to be dealing with these people for four years, I hope they get their act together. Their payment system is not bad to use, but they recently displayed a discomforting level of incompetence (and what I thought was sleaziness, but I may have overreacted).
First, I get an e-mail telling me there is a bill ready for my daughter, but at the wrong college (Wellesley - she is not going to Wellesley). I sent a note saying she is not at Wellesley. I get a "corrected" e-mail telling me there is a bill ready for my daughter, this time at the right college, but the wrong name! (Olivia - her name is not Olivia.) Finally, I get a generic e-mail telling me to log in to my account.
I log in (in early September), only to discover that in mid-August they had added a "returned payment fine" of $25 for a problem I had with their system back in early July. Did they tell me in July that there was going to be a fine? No. Why did they wait over a month to add the fine? Did they tell me when they added the fine? No. They just tacked it on to a bill for other (legitimate) expenses, and only told me about it when it was due. (Turns out the university added the fine, not them.)
Originally 2 stars.
I have asked them to take off the $25 fine. If they do, I will upgrade them to 3 stars.
Update: they were quickly responsive to my request, explained that the university, not them, added the $25 charge, and said they would ask the university to waive the $25 charge. Overall, a pretty good response. I am bumping them up to 3 stars. read more