ComplaintsforGlobal Language Network

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 14th I submitted my registration for a class from the Global Language Network (GLN). The cost of the class is $395 was immediately transacted via ******. On May 14th I received from GLN via email confirmation that my registration form had been submitted. The email was a copy of the form I submitted without any other content, instruction, or expected next steps. As of May 26th I hadn't received a receipt of payment, confirmation of enrollment, or any form of communication indicating I was enrolled. On May 26th, I contacted GLN and requested a refund by virtue of the fact I hadn't received a receipt, notice of enrollment, or any instructions. In a subsequent email exchange I repeatedly asked for a receipt and notice of enrollment. As a result I pressed for a refund. In response they sent me a form where to receive a refund I had to "accept their terms" which was to 1. either make a $5 payment or a $10 donation and 2. agreed to only a partial refund and 3 receive a credit for a future course. As I've yet to receive any of the expected receipts and documentation of my enrollment necessary for me to be reimbursed by my company I do not wish to pursue any further relationship with this company and continue to press for a full refund. As recently as May 30th I've requested both a receipt and confirmation of enrollment, neither have been supplied.

  Business response

  08/11/2023

  ---------- Forwarded message ---------
  From: The Global Language Network <info@thegln.org>
  Date: Wed, Aug 2, 2023 at 11:59 AM
  Subject: Re: Global Language Network
  To: Dispute Resolution Team <drteam@mybbb.org>
  

  
  

  Hello,

  
  

  Please find below the Global Language Network's response to the complaint submitted by *** *********** ********. Please find nine supporting documents attached to this email.
  

  
  

  On May 14, *********** ******** registered for a Summer 2023 class with the Global Language Network, Spanish Foreigner with ********* on Sundays at 2:00 PM - 4:00 PM (In-Person and Online). *** ******** paid a total of $395 for this class via ****** which included the $200 class registration fee and a $195 Priority Registration purchase. The $195 Priority Registration purchase guarantees the student a spot in the class. He used the email address "******************************" to complete the registration form, so an email was sent to ****************************** on May 14 confirming his registration (please see Source 1 - ******** email, May 14 and 30, attached).

  
  

  The registration form explains, "By making a one-time tax-deductible donation of $195 to our non-profit you will receive the first spot in the class of your choice and will be first-notified about new classes. All donations are non-refundable"  (please see Source 2 - Summer 2023 Registration Form, attached). GLN's Pricing Model webpage outlines: "By enrolling in a GLN class, each student agrees to all pricing terms including the class refund policy and all terms related to the Participation Stipend." It also explains,"Donations, GLNsider purchases, Priority Registration purchases, and donations from Participation Stipends are all non-refundable" (please see Source 3 - Pricing Model, attached).

  
  

  On May 26, *** ******** sent an email to learn@thegln.org from his email address *************************** explaining that he submitted his registration on May 14 and that his ****** payment was processed on that day. He said he had not received "any confirmation of enrollment (only that registration was submitted), further information on the class, a syllabus or a receipt." He said, "As such I assumed I am not enrolled and I am requesting a refund of the entire $395 dollars immediately via reimbursement via ******. With consideration to the above, I do not care for a credit as I do not believe your organization is a worthwhile investment. Short of a full refund I intend to submit a repot [sic] to the Better Business Bureau today. Thank you for your consideration, Please respond in kind with a timeline for reimbursement" (please see Source 4 - ******** email, May 26 -June 2, attached). 

  
  

  The Program Coordinator responded to *** *********s complaint within an hour, confirmed that GLN had received his registration and payment for the class, and explained that since he had registered for the class with Priority Registration, *** ******** was enrolled in the class. She said that GLN "sends all necessary class information between 5 days and 2 weeks before the start of the class." She said the class would begin the week of June 19 and asked *** ******** if he would like to remain enrolled in the class (please see Source 4 - ******** email, May 26 -June 2, attached).

  
  

  *** ******** responded that he did not wish to remain enrolled in the class. The Program Coordinator then sent *** ******** the Summer Dropped Class Form and asked him to complete it in order to begin processing his refund. The form explains, "Students who drop a class 24+ before the first class meeting will be refunded their $200 payment, minus a $25 enrollment cancellation fee (this includes the $5 ****** processing fee)" and that "Donations, GLNsider purchases, Priority Registration purchases, and donations from Participation Stipends are all non-refundable" (please see Source 5 - Summer 2023 Refund Drop Dropped Class Form, attached). 

  
  

  *** ******** responded, "I do not agreed [sic] to the terms of that form and expect a full reimbursement. As mentioned in my initial email. [sic] To date I have not received confirmation of enrollment or recognition of payment other than through my vendor. These are behaviors of an untrustworthy vendor and I [sic] short of an immediate refund I intend to submit GLN to the Better Business Bureau. Please advise on my full refund." The Program Coordinator responded that she would bring *** *********s concerns to her supervisor and get back to him as soon as possible (please see Source 4 - ******** email, May 26 -June 2, attached).

  
  

  The Program Coordinator discussed the case with Andrew Brown, the Executive Director, on Friday, May 26 and the following week. On Tuesday, May 30, *** ******** emailed learn@thegln.org and asked that his refund be processed that day. The Executive Director responded to *** ******** and explained that GLN sent "all relevant confirmation emails" on May 14 and that class access information was always sent the week before the first class. *** ******** responded and asked that GLN send him any communication and receipt of purchase sent on May 14, as he claimed he had no record of communication other than the email he received confirming he had submitted the form (please see Source 4 - ******** email, May 26 -June 2, attached).

  
  

  On May 30, the Executive Director forwarded the email sent to *** ******** on May 14 to him at ****************************** (please see Source 1 - ******** email, May 14 and 30, attached). 

  
  

  On Friday, June 2, *** ******** emailed learn@thegln.org and said, "Lacking a response to my request - you’ve not provided and [sic] evidence of what you’ve described or the documents I have requested- I will submit my protest to the Better Business Bureau and ask them to adjudicate this issue" (please see Source 4 - ******** email, May 26 -June 2, attached).

  
  

  The Program Coordinator called *** ******** on June 2 at his phone number, ###-###-####. She attempted to clarify whether or not *** ******** had received the email dated May 14 and the email the Executive Director forwarded on May 30. *** ******** cut her off mid-sentence and said, "You clearly are not understanding what I am saying, and if I do not receive a full refund of my payment I am submitting you to the BBB today." He then hung up (please see Source 6 - ******** email, June 2, attached).

  
  

  Since *** ******** did not submit a refund request form, he remained on the class roster. On June 19, GLN sent an update to all students enrolled in the Spanish Foreigner class about the modality of the class. *** ******** responded that day, "I have repeatedly attempted to unenroll from this class and due to GLN’s lack of proper policies, have reported GLN to the Better Business Bureau. I am waiting [sic] the results of my complaint. I do not intend to participate in this class regardless of the outcome" (Source 7 - ******** email, June 19). GLN then removed *** ******** from the class roster so he did not receive any further communication about the class. 

  
  

  On July 28 and July 31, the Program Coordinator reached out to both of *** *********s email addresses about his refund request. She offered generous class credits (a total of $545) toward future classes and explained that *** ******** was eligible for a $175 refund ($200 minus the $25 enrollment cancellation fee) for his class payment according to GLN's pricing policy. She explained that GLN was willing to make an exception and offer *** ******** the $175 refund plus an additional $195 refund of his Priority Registration payment (though it was a nonrefundable donation according to GLN's pricing policy) for a total refund of $370. She explained that although GLN was willing to make an exception in *** *********s case, GLN has a policy of not making exceptions for people making threatening and derogatory statements. GLN asked *** ******** if he was willing to "meet halfway." GLN has to date not received any additional communication from *** ******** (please see Source 8 - ******** email, July 28 and Source 9 - ******** email, July 31, attached). Though he has not yet responded, GLN is willing to make an exception for *** ******** and issue a $370 refund if he agrees not to further disparage GLN or cause any future damage.

  
  

  Please let us know if you have any questions or need any additional information.

  
  

  Sincerely,

  The Global Language Network
  

  Customer response

  08/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********** ********  
  

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