At Western Colorado University, the start of a new academic year brings fresh energy to campus—but for many students, it also revives frustrations with the financial aid system. While some students praise the staff’s intentions, others say the infrastructure behind the scenes, especially the university’s transition to Workday, has created confusion and unexpected financial stress.
A first-year student who asked to remain anonymous describes her experience as uneven. “When I reach out with something I need, they don’t really respond.” Her comment reflects a broader pattern Top O’ The World found: students said they felt that communication from financial aid isn’t a reciprocal process as much as it is one-sided. This student said the emails she receives are sometimes about the same thing or they will send too many emails that are unnecessary.
Hops, another student who only gave a nickname, also had issues. “The transition to Workday wasn’t thought over very well,” she said. “There are a lot of parts that need to be fixed before we think about anything else.” Despite this, Hops emphasized that the issue isn’t with the people. “The folks I’ve interacted with in financial aid are wonderful. They want to help. But the system in place sucks.”
For Andi, a junior who requested to be identified only by her first name, the experience has been a mix of responsiveness and opacity. “This year, a huge scholarship was missing from my account,” she said. “They [Financial Aid] got back to me faster than usual, but they never clearly state where and why changes are made.” Andi also faced a sudden $1,100 charge mid-semester, which she was told stemmed from a Workday error. “I didn’t get an obvious answer,” she said. The timing of these changes is especially disruptive. “Just communicate before the semester starts,” Andi urged. “If you need to take out a loan or set up a payment plan, you need time. I had to set one up the day before classes started.” For students juggling academic and financial responsibilities, last-minute surprises can derail carefully laid plans.
Ashley, a senior undergraduate and first-year graduate student who only wanted her first name used, shared a more troubling account. “Absolutely not,” she said when asked if financial aid communicates effectively. “Random charges show up. Money disappears. They don’t update me.” She recounted a billing error during her Ireland study abroad trip, where she was charged twice for the same expense. “I had to go to multiple departments to figure it out. Financial aid didn’t have the answers.”
Amelia Lukassen, a Financial Aid Counselor at Western and a former student, acknowledged the challenges. “Workday is new for all of us,” she said. “We’re still working through best processes,” Lukassen emphasized that the financial aid office doesn’t control Workday’s automated messages and encouraged students to check their spam folders or reach out directly. “We’re here to help,” she said.
She also clarified that scholarship delays often stem from external departments. “We cannot disburse funds we don’t have,” Lukassen explained. “It’s a waiting game until we receive recipient lists.” Lukassen did not give suggestions regarding how students can help with following up with the grantor. Regarding unexpected charges, she noted that Workday typically sends notifications when balances change, and manual updates are followed by emails or phone calls. Despite these assurances, students remain skeptical. Several described Workday as a scapegoat—used to deflect responsibility when errors occur. “They’ll use Workday as an excuse to expunge themselves from wrongdoings,” Ashley said. “And they [Financial Aid office] weren’t even the ones who answered my financial questions. I had to go elsewhere.”
Lukassen acknowledged the Financial Aid office has gotten complaints from other students regarding their accounts, “Yes, we have. In any customer service-related field, it is impossible to please absolutely everyone. But we are trying our best and we must comply with federal, state, and school policy.”
Still, there’s a shared hope for improvement. Students like Andi suggested clearer breakdowns of changes—before-and-after snapshots of aid adjustments— and more initiative-taking communication. “Even just showing what changed helps a lot,” Andi said. “It doesn’t even have to say why. Just highlight where.”
Yet some students also acknowledge that responsibility doesn’t lie solely with the institution. “When I get emails from financial aid, I read them,” said Hops. “Which is, I believe, not the case for many students.” This statement points to a quieter truth: that staying informed requires effort on both sides. Student engagement is still a critical component in a system that is overwhelmed by technical transitions and large volumes.
“I read the emails. I try to stay on top of it. But I think the biggest issue is the system, not the people,” Hops said. It’s a distinction that many students seem to agree on—and one that may hold the key to meaningful reform.