Refund Process

Remember: For the security of our clients’ payment information, we never include any credit card or bank account information in any action requests or emails.

Refunds Allowed

Wrong Course/Course Incomplete  – No Certificate Issued

• If a client started to take the pre-filing course (no cert issued) but they don’t need it:
  • Submit the action request for a refund.

Double-Payment

• If a client asks to be refunded because they paid for the same course twice in different accounts, submit an action including the “u” number(s) of any accounts where duplicate payments were made, and request a refund.

Expired Certificate

• If a client asks for a refund because they did not receive an expired certificate waiver (XCW) and paid for the course a second time within the XCW time frame (18 months), note the account “u” number containing the expired certificate and submit the action request for a refund from the account where the current certificate has been/will be issued.
  • The refunded account will be deactivated unless the client has enrolled in SSF on the account.

Refunds Not Allowed

Wrong Course – Certificate Issued

• If the client retook credit counseling with us and received their certificate, we will NOT issue a refund.

Credit Counseling Taken With Another Provider

• If the client took their credit counseling with another company and then mistakenly took it again with us, we will NOT issue a refund if our certificate has been issued.
• If an attorney calls to say their client mistakenly took credit counseling with us but had already taken the course with another company, we will NOT issue a refund if our certificate has been issued.

At A Glance

Important Refund Parameters

• Generally, we do not offer refunds on expired or archived accounts. If a client whose account is expired or archived requests a refund for any reason, ping a manager to see if the situation warrants a refund.
• If the client paid by MO it will take 7-10 days in our office to process.
  • The payment is mailed out in the form of a company check.
• If a client paid by credit/debit/prepaid card or check, the refund will be processed the day the action is sent.
  • Clients should see a credit to their bank account within 3-5 business days depending upon their financial institution.
  • If a client requests a refund the same day the charge posts, the entire transaction is sometimes voided by the credit card company and the client may not see the charge and/or refund on their statement.