2008 Woodie Awards
Student financial frustration mounts
Mark Taylor II
Issue date: 10/6/08 Section: Opinions
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This question often comes to mind when visiting or calling various offices on campus. Contacting these locations, my simple searches for information frequently result in responses of: "I don't know," "He or she isn't here - I can't take a message so try back later" and, the most shocking of all, "Well baby, this is FAMU."
It's now a joke among my friends who visit these offices and receive similar responses.
How do we get rid of this attitude- the lack of professionalism that plagues our institution? Just look at Florida State University. While we may not have the same financial resources that FSU has, we certainly have the ability to adopt and exceed their level of customer service.
Tiffany Lewis, alumna of FAMU, had a conversation with me earlier this semester about her financial aid delays at FSU. All schools have delays, but FSU communicates with their students. She didn't have to march into its financial aid office on many different occasions to get limited, if any, progress on a time-sensitive situation. FSU and Lewis' student loan lender, e-mailed her regularly with up-to-date information.
When I attended Valencia Community College and the University of Toledo, if I didn't get a letter in the mail regarding changes, I got a phone call or an e-mail.
FAMU has the same ability to provide communication to its students. When contacting Edamerica, my lender for financial aid loans, the customer representative said, "Edamerica is willing and able to communicate with all of its borrowers about loan delays and statuses, but the borrower's university has to make such a request."
What excuse does FAMU have regarding its inability to communicate better with its students? After trying to speak to Marcia Boyd, Director of Financial Aid & Scholarships, I was forwarded to Boyd's voicemail by an assistant, Danielle Bryant. This happened three times within a week.
What was Boyd's reply? None. Nothing. Nada.
Unfortunately, late fees, holds, and extremely delayed refund checks are FAMU's ways of communicating to students.
I believe in FAMU, and I strongly believe in President Ammons, yet I can't believe how many faculty, staff and administrators forgot about his statement, "This is a student-centered university," in June 2007 as he addressed them all in a forum.
After walking the highest of the seven hills to Foote-Hilyer, the answer students should receive to their questions is the same as the reassuring quote on the backs of students working hard in the bookstore - "Yes, I can help you." It should follow with a true commitment to solving every students needs and communicating effectively.
Mark Taylor II is a senior public relations student from Toledo, OH. He can be reached at famuanopinions@gmail.com
Viewing Comments 1 - 9 of 10
LaToya
posted 10/06/08 @ 8:06 AM EST
Well Mark, I knew nothing of my lender's difficulties until I spoke with a classmate who works in the Financial Aid office. I'd received my letter from the Florida Department of Education stating that my loans were confirmed and all that good stuff, so I thought everything was in the clear. (Continued…)
seanndc
posted 10/06/08 @ 8:38 AM EST
WTF, you attended Valencia Community College, the University of Toledo, and now FAMU to complete a B.S.? That might be your problem right there? You probably filled the paper work out wrong!!!!
victor williams
posted 10/06/08 @ 9:54 AM EST
The first time I purchased a new car, it ran hot repeatedly. Several times I'd take it back to the dealer, leave it and find another way to get to work. (Continued…)
Mel Wilson
posted 10/06/08 @ 2:33 PM EST
something, that I think works well is to wirte a letter/email directly to President(Although the Provost will get it) and express how frustrated you are. (Continued…)
proud and disappointed
posted 10/07/08 @ 12:40 PM EST
I'm glad someone else besides me took notice to this. FAMU needs a real lesson in customer service because it is really horrible. I have only attended FAMU, but seanndc, that's no reason for you to be rude about the author's article. (Continued…)
rickGA
posted 10/07/08 @ 8:40 PM EST
Your story is not unique, you are literally speaking on the behalf of hundreds of students who are enduring the same hardship because of the lack of professionalism and concern that is so prevalent in the financial aid department. (Continued…)
FAMU PRODUCT
posted 10/08/08 @ 8:26 AM EST
rickGA, I'm also happy that you are heading to FSU. As a matter of fact, I wished you had gone there long time ago because you're not fit for FAMU. If you think FAMU is horrible, wait until you sit up in classrooms with the devil. (Continued…)
Annette Brazell
posted 10/08/08 @ 11:46 AM EST
Hello! Research,ask questions from former students before entering FAMU, or any school.Knowledge from their experiences will help you make a good choice. (Continued…)
E. Harris
posted 10/08/08 @ 3:42 PM EST
FAMU makes itself look very bad with this kind of service to students. Prospective students should be able to call ANY university and get the help they need over the phone. (Continued…)
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