Financial Aid office hasn't provided my summer semester aid

Paying for College
1

Let me start by clarifying that I am currently not enrolled in any school. I was also not enrolled for Spring 2015, and I was told by the financial aid office that I was eligible to receive aid for Summer 2015.

I owe money for summer courses but was expecting financial aid. To this date, the school I attended over the summer has STILL not provided a financial aid package for the summer semester, despite giving them every document they asked for and having making sure that I have written proof that they received everything.

I communicated with them regularly for the duration of the summer semester. On August 4, I received notification stating that they could not process any aid for me due to an overdue balance. I cleared this up with the bursar’s office (there was a balance that was paid but not updated) and received confirmation through a voicemail that my account was clear on August 5. I recieved an email on August 7 that all my documents were received and sent for processing, that it would take up to 21 days to process. I waited 21 business days and then called the office the following business day, which was Tuesday, September 8. Since it was the start of the semester, the person who answered took a message and said someone would get back to me within a week because they were so busy with current students and confirmed this over email.

No one ever called me, so I called again on September 15. The person on the line incorrectly told me I was not eligible for financial aid and that she would have to “investigate” and call me back. Later that day, someone called me back, but said I had an overdue balance that was communicated to me on August 4. I told that person that the bursar confirmed that it was clear already and she told me that “our information system and computers are up to date and accurate so you must have received the wrong information”. I called the bursar immediately after and they said that I was cleared in their system as of August 5. I asked the bursar to email this to the financial aid office, which they did, and also had me copied on the message. I called financial aid within minutes of seeing the message was sent, and asked them to confirm that their office received the message… which they said they did not. Then I said I was copied on the message, and asked if I could speak to a counselor, to which the staff member said no because they are all busy, someone will have to call me back.

I called two business days later on September 18 to make sure the confirmation that my account is clear was received and the staff member who answered my call said yes. Then I asked if I could have more information regarding when my financial aid package for the summer would be awarded and she said someone would have to call me back. This past Monday, I waited until 4pm to receive a call and then made the call myself. I received the same response that someone needs to investigate and call me back. I’ve did this yesterday and about an hour ago today and never get more information. The past 3 days I’ve asked to speak with an actual counselor but was refused because “they are not available to speak”.

I feel like there are so many things wrong with what I’ve experienced with this office, mostly from the bad information and lack of acknowledgment from those I speak with. Can someone please explain why it may be taking so long to even get any information about my financial aid package for the summer semester that started in June and ended over a month ago? Is there something I should be doing to get acknowledged properly so someone takes care of this? I feel like I’m getting strung along. Thank you for any advice.

2

Could you physically visit the financial office?

By the way, I assume you filed 2014-2015 FAFSA before the deadline?

3

Every school is different in how they process their financial aid. Keep several copies of their documentation, such that when they claim something, you can pull it right out and show them via fax, or in person. Things disappear and get moved by lots of people.

BTW: you are aware that by taking summer financial aid, that you may be limiting yourself to less semesters of aid in the future? It doesn’t go on forever. Some schools limit aid to 8 semesters, including summer.

4

Were you enrolled as a special student or instead as an actual degree candidate?

5

@4kidsdad Yes, I applied before the deadline, and unfortunately cannot visit the school in person. I now live 7 hours away and don’t have my own vehicle.

@auntbea thanks for your advice, your explanation is helpful. I am aware of the financial aid limits, for Pell it’s my understanding that students are eligible for 12 semesters. My school also does not limit in terms of semesters but by credits, so you are ineligible once you are over a certain number of credits and haven’t graduated. I was not enrolled in Spring 2015 which allowed for my eligibility in the summer, since summer semester counts as the 2014-2015 academic year. I have only been enrolled for 6 semesters including this summer.

@Madison85 I am a degree candidate at this school. I was enrolled as a normal student for Fall 2012-Spring 2013, Fall 2013-Spring 2014, then Fall 2014. I took time off in Spring 2015 and am currently not enrolled again.

I wish there were an explanation for why they claim they don’t receive emails or communication like what happened with the bursar’s office, when I even see that the email went through. The staff has also failed to acknowledge that they were incorrect when I have shown documentation that goes against what they claim… and also, no apologies or anything for giving the wrong information. This is all very frustrating to deal with!

6

There is a difference between being eligible for aid and receiving aid. Regular, enrolled students in a degree-seeking program are eligible for aid if they carry at least a half-time credit load (Pell requires only 1 credit).

Things that come to my mind: Were you enrolled as a degree-seeking student, or were you just taking classes at the school in the summer? If just taking classes, you aren’t eligible for aid.

Did you attend a different school during the 2014-2015 award year? In that case, you may have been technically eligible for aid, but ineligible due to being at your annual max.

What federal aid were you eligible for? If no Pell, then it would only have been loans. If you didn’t have a credit load of at least half-time (excluding ineligible remedial coursework) by the end of the drop/add date, you wouldn’t be eligible to borrow. If you had dropped classes before your financial aid was processed and you were then less than half time, you wouldn’t be eligible to borrow.

If you didn’t get your loans set prior to the last day of classes, you cannot borrow now for summer. The loan would have had to be created, accepted by you, and you would have had to have a completed Master Promissory Note by the last day of class; otherwise, it’s too late.

If you were an eligible student, did have Pell, didn’t use it at another school, and if your school has summer as a trailer (2014-2015 award hear), there may other issues at play. There are a number of flags from the federal processor (defaulted loans, bankruptcy, citizenship) that require resolution before aid can be paid.

As you may have guessed, it’s complicated … we can’t figure it out, because we don’t have all the facts. You should contact your school, requesting to speak with the aid officer handling your file. If you don’t get an answer, contact a higher-level administrator in the aid office.

7

@kelsmom thanks for your detailed response! I am a degree seeking student at this school and I have not attended another university nor have I received any aid outside of this school. I have an EFC of 0, so I am pell eligible. I have received financial aid, a pell grant, and loans through this school before for Fall 2012-Spring 2013, Fall 2013-Spring 2014, then Fall 2014.

This is something I am extremely worried about. I was told my documentation and everything was complete prior to the end of summer classes on August 7, but it would take 21 days to process and create my aid package, which is after the end of the summer semester. I have an email stating this directly. Am I the one at fault for being told I would have my aid package, including loans, by a certain date but that potentially being impossible since it’s after the end of summer classes? Do I have an recourse if I end up not getting a financial aid package because of the incorrect information I was told?

Yes, summer semester is counted in the 2014-2015 year. I am a US citizen and have received aid in prior semesters, so would that end up being an issue now? Additionally, I did make payments on my loans during my time off, but again, I have confirmation form the bursar that my Perkins loan was not in default and that my student account was clear (no balance), and I have documentation of the bursar verifying all of this.

My biggest issue is that even if there are issues, no one is telling me and I always get a refusal when I ask to speak to someone else - the only option is that I can get called back, which never happens. I have sent emails also to actual people, but none of my emails have received a response after August. And I’m very afraid I’ve done something wrong and I’ll be on the hook for the tuition for the semester semester because of how late it is since the 2014-15 year is now over and how unresponsive the office has been to me.

8

I am guessing you are a student at a school with few staff to handle too many students - when the start of the school year hits, it can be tough to deal with everything. When I first started at my previous school, the wait to see an aid officer the first couple weeks of the semester was 3 hours. It’s possible that no one is able to work on your case right now (although I know this does not make you feel any better).

Does your school have walk-in hours? If you go to the office in person during walk-in hours, you are more likely to get an answer. When you call, you may just be talking to someone who answers phones but does not do anything meaningful with financial aid.

You said you received aid previously. Go to www.nslds.ed.gov and look at your Pell and loans. If your Pell usage is at or near 600%, this is an issue. If your loans are at or near $31,000 (if you are a dependent student) or $57,500 (if you are an independent student), this is an issue. These issues will hold up your aid for review (and possibly keep you from being eligible, if the limits are reached).

You stated that you took time off, so it doesn’t sound like you received aid in 14-15 … but if you did, that is an issue … you only get so much aid for the entire academic year (even if it was at a different school).

The loans may be a problem. If they weren’t in process before the summer ended, you absolutely cannot get them now. Some schools have institutional loan programs that they will use in cases like yours; ask. If all else fails, some private lenders will lend for prior term balances.

Best wishes as you try to work through this. Go in person, and firmly but politely ask to speak with someone who can give you answers that you have been waiting so long to get.

9

^He says he can’t go in person because it is 7 hours away and he has no car.

10

Sorry - I missed that. In that case, look on the website to see if you can get an email address for an associate or assistant director of financial aid. If it’s a big school, there may be an Ombudsman - this person’s job is to help students who are having difficulty getting the help they need - contact this person if your school has one.