Josh Curran/The Ubyssey
A problem with UBC’s electronic funds transfer system (EFT) has left some students double- and triple-billed for tuition, housing and Go Global application fees in the new semester.
The amount collected in error reached approximately $2.1 million, according to the UBC registrar’s office.
“It was a technical glitch with one of our service providers…The net result was about 530 odd students ended up with having their bank accounts deducted multiple times for a single payment,” said James Ridge, associate vice-president and registrar for Enrolment Services UBC.
According to an email sent out by UBC on January 4, payments made between December 23 and 28 were processed multiple times, resulting in multiple withdrawals from students’ accounts. These withdrawals continued until January 3.
Ridge explained that it wasn’t the university’s error, but a third party company called BeanStream that does batch processing payments for UBC.
BeanStream’s president, Craig Thomson, confirmed that BeanStream has had a contract with UBC for transaction processing for six or seven years, but declined further comment regarding the error.
Ridge said that BeanStream reacted quickly and has been working to correct the problem and refund students.
“They’re understandably quite horrified by this. We’re an important and big client and they’re really very, very concerned about the distress this has caused a large number of students, as are we,” said Ridge.
“We are having some very intensive discussions with BeanStream to make sure this never does happen again.”
The multiple transactions has unfortunately caused financial hardship for some students, said Ridge. However, UBC said they will help students with some emergency financial assistance, in some instances loaning money to affected students.
Tim Wong, a fifth-year student, had $3200 withdrawn from his account—triple the amount he authorized for EFT tuition payment. “I was actually down $90, but I quickly found out and transferred my money from another account.”
Fourth-year student and Marine Drive resident Scott Newson had a housing payment of $760 withdrawn three times, leaving him without enough money to make a tuition payment.
“I was confused by the lack of funds in my account…I initially thought that I had mis-budgeted somehow,” said Newson. He intends to ask UBC to have his tuition deadline deferred.
“Luckily, I have not had any overdraft or NSF fees,” he said. “I would have if I had paid my tuition without checking my account history.”
Duplicate payments from students will be credited back to accounts starting January 5 until January 10, depending on the date of the mistaken withdrawals. UBC also informed students they will be compensated for any insufficient funds charges or overdraft fees, which will ultimately be paid for by BeanStream.
Ridge said the university wants to apologize to all the students that have so far been affected. “We really do regret this and we really hate any inconvenience to students,” he said.
“Yes, it’s a third party company, but it’s an interaction with the university. It’s one that’s been very, very unfortunate, so we’re really quite upset about this and we’re going to do everything we can to make sure it never happens again.”
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