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Thursday, September 21, 2017

System Student Finance Council updates (September 2017)

Recent Nelnet payment issues
Two issues with payments were presented over the weekend of September 16-17, 2017 that relate to the University’s payment gateway, Nelnet. The first issue was response time of the system. The 16th was the first billing due date for the Twin Cities and the 18th was the first billing due date for Duluth, so unfortunately there was a great deal of activity in the payment gateway. When encountering the problem with slow response time, some payers tried multiple times to make a payment in order to meet the due date which resulted in actual multiple payments. The fiscal unit in OSF is busy cleaning up multiple duplicate payments. Nelnet and the University are working together to investigate the cause of this performance issue.

The second issue was related to bank routing numbers, and was more short-lived. On Monday morning, September 18, some users encountered error messages when they tried to update a bank routing number. The issue was resolved by 9:15 a.m. and users in Duluth were able to make their payments successfully.

Students impacted by hurricanes Harvey and Irma
As a result of hurricanes Harvey and Irma, all campuses have been given a list of University students from Louisiana, Texas, and Florida to consider proactively taking action to help those impacted. The Twin Cities campus has decided to place a ‘suppress late fee’ service indicator on these students for fall semester. If students from the affected areas continue to experience financial difficulty in spring, the Twin Cities Office of Student Finance will re-examine this issue.

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