American Public University System

May 27, 2014
We have conducted a thorough review of **....

[redacted]’s file, including his interactions with the relevant university departments and found that the matter has been handled in accordance with the published policies of the American Public Education System. We have also offered **. [redacted] several opportunities to address his concerns, which he has declined. In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share further details about university/student interactions with a third party entity without the student’s written authorization. At this time, we do not have a signed release so we are unable to provide more specific information to the Revdex.com.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.
Sincerely,

April 15, 2015
Thank you for the opportunity to respond to this complaint. We have contacted [redacted] to explain the university’s requirement for a graduation fee and offered to accommodate his request for an exception to our standard practice to the best of our ability.In...

accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share the details university/student interactions with a third party entity unless the student provides written authorization. At this time, we do not have a signed release; we encouraged him to share the findings with the Revdex.com.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.Sincerely,
Caroline SVice President, Student Services
VP, Student Services
American Public University System

Dear Revdex.com,
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Please see the attached APUS response referencing [redacted], Revdex.com# [redacted].
Thank you for the opportunity to resolve this matter.
Sincerely,
Caroline S[redacted]
VP, Student Services
American Public Univerity System

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The University has also contacted me to resolve this issue personally. I only ask that if this information is going to be posted publicly on your site, that my private information (to include phone number and address) be removed. I noticed on the letter/response sent back from the University, it contained all of my private information that I do not wish to be broadcasted on the internet. Thank you very much for your help in resolving this matter. 
Regards,
[redacted]

May 26, 2014
The university...

conducted an audit of [redacted]s’ account and, in accordance with the U.S. Department of Education regulations, processed the Federal Student Aid refund to [redacted]s that she was due.In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share the details of the university/student interactions with a third party entity unless the student provides written authorization. At this time, we do not have a signed release. If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.Sincerely,

July 1, 2014
The university...

has been in touch with [redacted] and we believe that we have resolved his complaint.In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share the details university/student interactions with a third party entity unless the student provides written authorization. At this time, we do not have a signed release; we encouraged him to share the findings with the Revdex.com.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.Sincerely,Dr. Sharon [redacted] W** Executive Vice President & Chief Operations Officer American Public University Systems

We have made several attempts to contact [redacted] and we will continue to attempt to contact him to resolve his complaint.In accordance with the Family...

Educational Rights and Privacy Act (FERPA), APUS cannot share the details university/student interactions with a third party entity unless the student provides written authorization. At this time, we do not have a signed release but we will encourage him to share the findings with the Revdex.com.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.
Sincerely,Dr. Sharon V.
Executive Vice President & Chief Operations Officer

Review: In the beginning of May of 2014, after the 5 May, 2014 semester began, I called APUS FSA department to inquire about an FSA refund, the person on the phone told me that I would receive that refund NLT the end of May, 2014. I called back on 2 June, 2014 as I had not received anything, they told me there was a slight issue in the system and that I should call back in 10 business days, which would have been on the 13th of June. I called back on 13 June and was told that I needed to wait until 18 June, and that if the problem was not fixed they would manually release the funds. I called back on 18 June, and was told that they hadn't manually released the funds and that if I didn't see anything in 6-7 days to call them again. This is totally unacceptable, as a school I expect more, I do not expect to get the run around and this has by far been the worst run around I have ever received from any business.Desired Settlement: I just want the refund. Simple as that, and possibly to know that your staff has been trained better, each time I called I had to be placed on hold for 10-20 minutes, which wouldn't be so bad, but I never even got a solid answer after holding for so long!

Business

Response:

July 1, 2014The university has been in touch with [redacted] and we believe that we have resolved his complaint.In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share the details university/student interactions with a third party entity unless the student provides written authorization. At this time, we do not have a signed release; we encouraged him to share the findings with the Revdex.com.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.Sincerely,Dr. Sharon [redacted] W** Executive Vice President & Chief Operations Officer American Public University Systems

Review: I applied for student loans and grants which totaled up to over $3700.00. I signed up for two classes which came up to $1600.00 and out of the $3700.00 I recieved $990.00 how is this possible the res t of the money is not there and I can't get an answer to where my money is emails are not answered neither are phone callsDesired Settlement: Just want the rest of the money I'm am supposed to receive I have to pay it back not them

Business

Response:

May 26, 2104We have audited [redacted]’s Federal Student Aid account and found that it has been administered in accordance with U.S. Department of Education regulations and University policy. We have attempted to reach [redacted] by phone and we’ve sent an email to him to explain why we are required to disburse his Federal Student Aid in two payments. The messages included the name and phone number of University Federal Student Aid manager and to date, [redacted] has not responded to us.In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share the details university/student interactions with a third party entity without the student’s written authorization. At this time, we do not have a signed release so we are unable to provide more specific information.Thank you for the opportunity to attempt to resolve [redacted]’s questions. We are attempting to reach [redacted] to explain his Federal Student Aid disbursements.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.Sincerely,

Review: American Public University has once again failed to provide me information regarding my student financial aid account. In July they withheld information and, lied, and caused false credit bureau reporting regarding my student loans, now my next semester has began and the same processes has started all over again and the same results are resulting. I am not getting responses from the school regarding my account, Facebook has provided more information about what is happening with student accounts than the financial aid office.Desired Settlement: I would like someone from corporate office, the dean, the director of finance to contact me regarding the situation since those who answer the phone lines in the FSA office provide different answers and admit to not having any answers to contact me. I have paid 12,000 in tuition to APUS and I deserve a response from them.

Business

Response:

To whom it may concern,

While we cannot discuss any individual student’s situation without their permission, our research indicates that this student’s Federal Student Aid issues were addressed. We will provide additional contact to the student to ensure that she has the support that she needs.

Review: APUS/AMU is requiring that students sign up for a [redacted] credit card in order to receive refunds and monetary credits back from the school. They are forcing students to get a credit card with high fees and/or monthly deposit requirements ($100 month) to avoid fees. There are fees for each purchase, ATM withdrawals and for falling under the minimum balance; just like a regular credit card. The difference is that people elect to get credit cards of their own volition, but APUS/AMU has given students an ultimatum; get our credit card, or you won't get your tuition refunded. That strikes me as unethical, since I don't charge them fees or interest for overcharging me on tuition or keeping my money for several days or weeks after I've dropped a class.

Please do contact me if you'd like to have a copy of the email string that conveys APUS/AMU's unwillingness to compromise on this "mandatory" credit card issue.

These forced practices can be detrimental to students who are struggling to pay tuition or to cautiously build credit.

Thank you.Desired Settlement: APUS/AMU continue to refund monies to students by conventional means; either the same way they were paid by the student (check, money order, personal credit card, etc) or whichever method the student elects to receive the refund. STOP the [redacted] credit card refund method ultimatum.

Business

Response:

APUS partners with [redacted] to manage the University’s credit balance refund disbursements. [redacted] allows students to receive their funds in a variety of ways. Students can choose to use a [redacted] debit card, they can have the funds deposited to their personal [redacted] account or into an account of their choice, or they can have the funds mailed to them in check form.APUS only sends communication and information to students concerning the student aid disbursement process and [redacted] options, if they have completed an application for federal student aid through the University’s on-line campus. Students are not required to open an account with [redacted]. We have reviewed our internal communications to ensure that they adequately explain this.We believe that [redacted]’s complaints are based on confusion regarding the federal student aid refund disbursement process and have reached out to her to provide additional details.In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share the details university/student interactions with a third party entity unless the student provides written authorization. At this time, we do not have a signed release; we encouraged him to share the findings with the Revdex.com.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.Sincerely,Dr. Sharon v. Executive Vice President & Chief Operations Officer

Review: This is the second semester that I have had issues with FSA, I contact the FSA department and nothing is done, I see amounts placed on FSA award but yet nothing gets deposited, so I am wondering where the FSA is going. When I ask for a solution to the problem I get the run around.Desired Settlement: I want either what is due or an explanation, as I seem to get neither, I was told last semester that any issues were fixed yet this semester the same issue has occurred, I never experienced these issues before so I wonder what is going on in the FSA department.

Business

Response:

Review: I have contacted APU several times about my financial aid refund and I get different answers from supervisors, managers and student services representatives. I have ask each person to give me a specific reason why I have not received my refund and I get different answers to each call; I was told seven weeks ago to give it 30-35 days and when that past I was told 40-45 days, so now I am told it should be Friday the 23rd of August, 2013,in which that too has past; however on the 23rd of August they informed me the system would be down from 6a.m. to 8a.m., but actually I was told later that day it was suppose to be until 8p.m. instead of 8a.m., but the site was down until later on the 24th of August. I have ask for the school president Dr. [redacted], but I only was able to speak with several of his assistants who only transferred me back to student services who obviously don't know whats going on. I just want one to know whats really going on with the financial aid I suppose to use for my education; I have not been able to complete my assignments because I have been waiting on my refund to buy a computer, because my computer crashed. I need an honest answer, I feel I am getting the run around, why?, I don't know, but would like to know. Their was one person who gave an sincere apology and her name is [redacted] in student services and I was grateful for her help,but I need help now. [redacted] .gov and the [redacted] stated nothing have been sent about my enrollment since 2/2013. Your attention to this matter will be greatly appreciated.Desired Settlement: Want a specific answer, Wheres my Refund?

Business

Response:

August 28, 2013

After reviewing the student's concerns and our records, the University has concluded that all actions between the staff and **. [redacted] were conducted within our policies and procedures. **. [redacted]'s Federal Student Aid has been disbursed in accordance with University policy and federal regulations. She has been provided with a verbal response by one of our FSA managers regarding her concerns. She verbally accepted the response and thanked the manager for contacting her.

Due to the Family Education Rights and Privacy Act (FERPA), the university is not permitted to share information concerning the student's education records without a signed FERPA document from the student or a power of attorney from them indicating such.

If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.

Sincerely

Review: I enrolled at AMU in March 2014 for my Bachelor's Degree it is currently May 1, 2014. After my first week of taking courses my financial aid is suppose to be dispersed. That never happen. I called the school the following week and they told me that f will be dispersed no later than the following week and if they haven't been dispersed to give them a call. The following came and my funds still haven't been dispersed. I gave them a call only for them to tell me that there was a glitched in the system that wasn't allowing my funds to be dispersed. I was told that the funds had to be dispersed manually and for me to call back in 10 business days. 10 business days went passed and my funds still haven't been dispersed. I gave them a call once again and they told me that they were working on it and that the funds will be dispersed without a doubt on May 1, 2014 (today). Well today is May 1, 2014 and still no funds have been dispersed. I gave them a call once again for them to put me on hold for 15-20 minutes only to say that there was a small problem with the loans and that they will have it packed by Monday (I want hold my breathe). I finally decided that I have had enough and that I would like to transfer to a different school only for them to inform me that if I transferred now that I will have to pay them and a bunch of jibberish about my financial aid. It has been a little over 2 months since I began my course and my funds still haven't been dispersed. It's really a disappointment for me because I use to enjoy going to American Military University and recommended it to my friends. I'm to the point now that I want to transfer and wouldn't speak of AMU to anyone.Desired Settlement: I hope to have my funds dispersed on Monday like I was told and an apology for the hassle.

Business

Response:

May 26, 2014

The university conducted an audit of [redacted]s’ account and, in accordance with the U.S. Department of Education regulations, processed the Federal Student Aid refund to [redacted]s that she was due.In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share the details of the university/student interactions with a third party entity unless the student provides written authorization. At this time, we do not have a signed release. If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me even though I haven't received an apology from the University.

Regards,

Review: AFTER I graduated, AFTER I was cleared by accounting, AFTER I received my diploma--APU'S now falsely claims I did not pay them enough and refuses to send official transcripts. Obviously I paid in full or I would not have been allowed to graduate. They now falsely claim I should pay for a class I was forced to drop because the incompetent, illiterate teacher was stalking and threatening me.Desired Settlement: Send official transcripts when requested.

Business

Response:

Today's Date: September 24, 2013

• Date complaint was received by [redacted]: Monday, September 15, 2013, 7:41 PM

Complaint forwarded from the Revdex.com:

AFTER I graduated, AFTER I was cleared by accounting, AFTER I received my diploma— APU'S now falsely claims I did not pay them enough and refuses to send official transcripts. Obviously I paid in full or I would not have been allowed to graduate. They now falsely claim I should pay for a class I was forced to drop because the incompetent, illiterate teacher was stalking and threatening me.

Complainant's Desired Outcome/Settlement:

Send official transcripts when requested.

University Response:

We've conducted a detailed review of **. [redacted]'s student record, interactions between him and his instructor in the contested course, the conclusions from the investigation conducted by academics and his payment record. **. [redacted] legitimately owes the contested amount to the American Public University System for tuition.

Due to the Family Education Rights and Privacy Act (FERPA), we are not permitted to share information concerning the student's education records without a signed FERPA release document from the student or a power of attorney from them indicating such.

While we cannot discuss the specifics of his account with anyone without a signed release from **. [redacted], we can share with you that in general, reversing a credit card payment for tuition after the student was cleared for graduation does not relieve a graduate from their obligation to pay the tuition for a course they have completed.

If I may be of further assistance, please contact me at your earliest convenience. Thank you for the opportunity to resolve this matter.

Sincerely,

Review: The Financial Aid system at this school underwent a software update in July, 2013. Since then, student loans and refunds have been slow to process. My current semester began on 11/4/13. According to my federal loan disclosure statement, my loan should have disbursed to the school on 11/12/2013. During the 3rd week of November I noticed on the school's [redacted] page that students were complaining of problems yet again with getting loans processed and refunded by the school, some waiting still from July. I contacted the school via email and got no specific information regarding my account which is typical of this school. I was told "the school has 30 days to disburse loans and refunds can take up to an additional 14 days". This explanation had NOTHING to do with my account. Upon calling and pressing them for an explanation I was told there was a computer glitch and that my program change had finally been completed on 11/23. I had actually changed my program on 10/2/13 and my financial aid should not have been impacted and then NEVER told me that changing my program would cause a potential glitch in their system and delay my refund. I have called the school on numerous occasions only to be dumped into voice mail, hung up on, rudely spoken to by their representatives because they are upset that I am asking about my money. I am told a different story anytime I reach someone and no one can tell me when and if I will receive my refund. Each time I'm told that a glitch was fixed but now there is another one. For several days they even blocked my phone number and other students from calling the school. There has been no apology or explanation from the school about why the Financial Aid system can't get fixed. After posting on their [redacted] page that this school should be investigated and shutdown, I was blocked from their page. This school appears to be covering up shady practices. Their 30 day timeframe is up and as of today, my loans have not been disbursed. This school is unprofessional and unethical. I want my refund then I will have nothing to do with this school after the completion of the current semester. This school doesn't not respond to emails, voice mail messages or engage in any follow up.Desired Settlement: I want my Federal Aid processed immediately and my refund issued within 24 hours.

Business

Response:

Dear Revdex.com,

Review: Since June 2013 when the school started their new MAP system for tracking financial aid, there has been a severe backlog of getting Award Letter with dates and amounts of disbursements out to the student. My last semester was between June and October and I am still missing 322.00 that was processed thur my [redacted] account but not issued to me by the school. My new semester started in November and I have yet to receive an Award Letter with disbursements dates. I have tried several ways to contact via email and phone and chat, but get different answers or unable to get onto chat. Several emails went unnoticed although they advise to allow 72 business hours for reply, 2 weeks went by and still no reply. This is not the first I have heard. I went on their Facebook Official site and dozens of other students are still awaiting monies that was issued by dept of education but not yet dispursed by the school.

Since the dispersements go toward my housing, I have lost my home due to this having to move in with my father in law....I will end up having to go to court and pay additional costs due to APU's unethical new program which was supposed to help the financial aid process.Desired Settlement: I want our Award Letters at the beginning of the semester as required and the standard for other higher education facilities, I also want dispersements to be in a timely manner as with other schools.

Business

Response:

Dear Revdex.com,

Review: I am a student at American Public University. I started a new school term on 10/7/2013, and use Federal student aid for payment of my account. The school received my Unsubsidized and Pell Grant on 10/152013 according to my disclosure from the US Department of Education. Their own system shows it was posted 10/16/2013. The US Dept of Ed federal regulations and APUS's own policies state that a student is to be refunded the overage of funds within 14 days of posting or 14 days after the beginning of class. I am now well past that 14 days with no clear answers on when I will receive my refund. Every email, phone call, or online chat gives me the same answer of, "we are working on it but don't know when you will get your refund". This delay not only breaks federal regulations, but the schools' own policy.Desired Settlement: I would like my refund of my federal student aid ASAP as it is well past the 14 days that the school is to have it to me.

Business

Response:

Dear Revdex.com,

Review: I was enrolled into the Masters program by APUS by error. I contacted them by email while still attending another college and stated my situation with the current college. I said that I had 174 credits and wanted to finish my bachelors degree and then go on for masters. I then ordered transcripts to be sent to APUS . I then contacted them to verify that they had received them and was told that they had and I was enrolled in the Masters program. I asked if there was anything else I needed to do before I went into that program and was told no , everything was there. I was five weeks into the program when I was notified by the financial aid office and asked for my conferment date for my bachelors from the previous college. I told them that there was none and was not told that I was to have one since I was accepted after they saw my transcripts and I had emailed them . I spoke to several depts and was told that I would be dropped from the program but could enter the bachelors and finish , which I agreed. When I went to register, I was told that I had to pay 7,999 dollars to them. I told them that I never received 7,999 I recieved 5 thousand and some dollars from disbursement and I owed the federal government . I argued with nearly every dept on this. The 7,999 dollars was what was borrowed and they paid themselves first and disbursed the remainder to me and it was already on my direct loans. I am not paying that school 7,999 dollars and then paying my student loan too. First , I do not feel 5 weeks out of a 16 week course warrants 7,999 dollars. Their policy states that anything over half time would result in payment that was not half time and even if it were, I could not pay that. If I had 7,999 to hand over, I would not need student loans. I am on a disability. I live off of 723 dollars a month , I am 58 yrs old and this has caused much stress to me. I can not get into other schools because they need a transcript, though there were no grades given and this school will not give a transcript until balance is paid. I feel this is an injustice and I have seen page after page of complaints against this school's financial aid office , yet nothing is ever done .Desired Settlement: I want the balance written off and cleared from my name.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

I will say that APUS did send a letter to the college that I was attempting to get in. I did not return their calls because I do not have a phone. I had one at the time but could not afford the up kept on it so had to let it go. I have attempted to email them on several occasions . Again , they did send out a letter, which before they would not do . My only objection is that since I did not make the mistake , I should not be held accountable and have to pay 7,9990 dollars back . Also since Direct Loans show a record of 7, 800 on my loan amount , which I will have to pay back, that gives me all the more reason to feel that I do not owe the college. I can not see having to pay that much money back for 5 weeks on a 16 wk course. No other college would charge that amount. I think what APUS fails to understand is that the loan money does not belong to them, it is the students and we the students are responsible to the United States government . I could see it had I dropped during the last few weeks of class but 7,999 is just a bit too much to ask a person to pay or even make payments on ,especially when I would be turning around and paying the government the same .

Review: I am a student at APUS and have been for 2 years now. For my fall 2013 semester, they incorrectly packaged my FSA loans making me a half-time student instead of a full-time student. This has drastically changed my cost of attendance and has put a huge financial strain on me for other educational expenses I have due to the nature of my program. I am also not able to sign up for a course I want and need to take to complete my program simply because it is not advised that I take it with another class. It is my money that I am spending so I should be able to take classes whenever and however I want. They never stepped in and tried to advise me on which classes to take in the beginning, I have done everything on my own, so why step in now? This school has gone downhill fast and if something isn't fixed soon they will have a lot of explaining to do to the government.Desired Settlement: I want my FSA packaged properly and I want to be able to take my proper classes in January so I can graduate on time.

Business

Response:

APUS has contacted **. [redacted], resolved her concern, and the student was appreciative.