Ashford University LLC

August 21,
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*** ** *** *** *** *** *** *** ** *** **
Dear *** ***
On July 24, 2015, Ashford University (University) received a copy of your complaint filed at the Revdex.com (Revdex.com). The University referred the complaint to the Office of Student Grievance Resolution to address your concerns through the formal grievance processIn your complaint you allege the following:
I enrolled in two classes at Ashford University online to Student Real EstateI took two classes and earned creditsThe classes and credits are worthlessThey were a complete waste of time and moneyMy Student advisor [sic] *** *** was rude, and was worthlessHe was a terrible student advisorRude and very unprofessionalThere was nothing to do with Real EstateThe professors are sub par [sic]I was told these credits would not transfer and are really worthless by other schoolsI wrote to Ashford President *** *** *** and never received a replyHe was not professional enough to respondThis was a complete waste of my time and moneyI also read online reviews of Ashford University and the reviews are 90% terribleI wish I would have read these firstThe whole experience was a jokeThe Iowa campus is closing for a reason
In your complaint, you listed the following as the resolution you seek:
Keep the creditsJust refund the moneyThe whole experience and both classes were ridiculousI learned NOTHINGIt was a complete waste of time and moneyThis school should NOT be accredited in any wayJust refund the money I wasted!!! I wish they could refund the time, but that is impossible
The University conducted an investigation of your concernsThe following information details the findings of the investigation
Allegations Regarding EXP and PSY
Bachelor’s Program Course Sequencing
The University’s 2014-Academic Catalog states that following successful completion of orientation, students are required to successfully complete EXP Personal Dimensions of Education as their first courseUnsuccessful completion of EXP will result in the rescheduling of the course and revision of future course sequence (Attachment A)
The University’s 2014-Academic Catalog states that students are required to successfully complete PSY Adult Development and Life AssessmentPSY satisfies the Social and Personal Awareness General Education requirement and cannot be replaced or waived unless a student provides proof of one of the following: credits of lower division transfer credits that are applicable to the student’s chosen degree program enrollment; a previously earned Bachelor’s degree at Ashford University, or from a regionally or approved nationally accredited institution; or, a Bachelor’s degree from a country other than the United States that has been evaluated by an approved evaluation service, and accepted by Ashford University as equivalent to a Bachelor’s degree in the United States (Attachment A)
On April 24, 2015, you signed and submitted the online application for the Bachelor of Arts in Real Estate degree programWithin the online application, the Progression Requirements for Bachelor’s Programs are outlined including the introductory course requirements
From May 5, 2015, to June 8, 2015, you completed EXP with an earned grade of “B.”
On June 9, 2015, you began your PSY courseOn June 18, 2015, you told Readiness Advisor *** *** that you wanted to withdraw from the University after completion of PSY On June 25, 2015, *** *** told you he would submit the withdrawal request for you upon completion of your PSY courseOn the same day, *** *** submitted your withdrawal request to be effective one week after your completion of PSY
On July 13, 2015, you completed your PSY course with an earned grade of “A-.” Your request to withdraw from the University was completed on July 20, Your last date of recorded attendance at the University was July 13,
Please note, regarding the University’s courses, Quality Matters, a non-profit organization that focuses on quality assurance in higher education, reviews and certifies each course to ensure that each course meets the standards of quality in higher education
The University also conducts a program review that is a faculty-driven process involving significant collaboration among faculty, students, staff, and administration. Each review involves a comprehensive evaluation of applicable course, program, and institutional data to determine current programmatic effectiveness and to make well informed recommendations for improvement. Action plans resulting from program reviews are incorporated into university-wide planning and budgeting efforts, resulting in institutional improvements.
The University appreciates your feedback regarding the quality and adequacy of your courses and it will be passed on to the appropriate University representatives
Allegations Regarding Transfer Credits
The University’s 2014-Academic Catalog states that since Ashford University is a regionally accredited institution, other institutions may elect to accept Ashford University creditsHowever, students should be aware that the transfer of a credit is controlled by the receiving institution, and therefore cannot be guaranteed by Ashford University unless part of a valid articulation agreement or included in an articulation numbering system (Attachment B)
The University’s 2014-Academic Catalog states that outside any formal partnership or agreement, students considering transferring to another institution have the responsibility to determine whether that institution will accept Ashford university creditsAshford University does not imply, promise, or guarantee transferability of its credits to any other institution (Attachment B)
University record does not indicate that you requested to have your Ashford University transcripts sent to another institution
Allegations Regarding University Communication
University record indicates that your advising staff responded to your communication within a timely mannerUpon *** *** receipt of your correspondence dated July 22, 2015, *** *** referred your complaint to the Student Dispute Resolution Center for investigation in conjunction with your complaint you submitted to the Revdex.comThe Student Dispute Resolution Center is the appropriate University department to investigate and respond to student complaints
Conclusion
Based on the above, the University denies your allegation that you should not have had to take EXP or PSY as you were advised of the University’s course sequence progression requirementsThe investigation reveals that you successfully completed EXP and PSY for earned credit at the UniversityHowever, the University regrets that you did not have the experience you had hoped forAs a gesture of goodwill, the University would like to offer you, if you choose to do so, the opportunity to reenter the University and continue your degree program with the University crediting you for the cost of the first course upon reentryIf you do not choose to reenter the University, the University’s Office off of the Registrar can assist you with contacting the institution you are seeking to enter, and discuss the transfer of the credits you earned at Ashford University with the other institution
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at *** *** *** ***, or at ***
I wish you all the best in your future endeavors
Sincerely,
*** ***
Student Grievance Resolution Administrator
for Ashford University
Encls/2/ Attachment A, Course Sequencing Policy
Attachment B, Transfer of Credits to another Institution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
So I was sent to collectionsFineI paid off my balance and received a receipt of payment from the collection agencyI have emailed numerous times for someone to contact me so that I can receive my transcript and diplomaMy messages and calls go unansweredI'm sorry that I am such an inconvenience to this company but I have paid off my balance and all I want is my diploma and transcript so that I can apply to another school for the Masters programI think Ashford is a horrible school with poor customer service skills and I wish I had gone to another college to get my BachelorsThey are prolonging my education by not responding and ignoring any attempts I have made to contact themPlease help meDesired Outcome: my diploma and official transcriptsRegards,*** ***

July 24,
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Dear Revdex.com,
On July 9, 2015, Ashford University (University) received the complaint submitted to your office from University student, *** ***In his complaint, he stated that he had to withdraw from a class he attended when his father became ill in September, 2014, and then passed away shortly afterward in late October, Mr*** alleged that he completed the appropriate paperwork so that he would not have to be financially responsible for the course, but that the University denied his request, contrary to University policy
Mr*** seeks for the University to credit his account balance due in the amount of $1,which represents the costs associated with the course in question
The University conducted an investigation of his concernsThe following information details the findings of the investigation
Regarding Mr***’s Tuition Credit Request
The course which Mr*** seeks the cost to be credited to his account is MGT (The Functions of Modern Management) which began on September 23, and was scheduled to end November 3, He received a grade of “W” for the course, having dropped on October 23, This timeframe coincides with the time that Mr*** says his father became illAs per the death certificate that Mr*** provided, his father passed away on October 31, 2014, which is one week after he dropped the course
This would typically be grounds for approval as per University policy; however, the Tuition Credit Request form includes the following verbiage:
Requests for a tuition credit for courses where the last date of attendance is over days from the date of submission must include additional documentation and explanationThe documentation/explanation must support why the form was not submitted within the day timeframeForms received more than days from the last date of attendance of the selected course without this documentation may cause delay in processing or possible denial of the request
Mr*** submitted his Tuition Credit Request along with his father’s death certificate in June, 2015, which is eight (8) months after his last date of attendanceHowever, he did not include any documentation/explanation to support why the form was not submitted within the day timeframeTherefore, it was denied
However, the University will credit the cost of the course to Mr*** as a gesture of goodwillHe can expect to see the credit reflected on his account with 6-weeks
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experienceIf you would like to discuss any questions or concerns about the information contained in this letter, please contact me at (866) 475-ext***, or at [email protected].*
Sincerely,
*** ** *** ***Director of Student Grievance Resolutionfor Ashford University

To:
*** *** ***
Student Conflict Advising Manager
for Ashford University
RE: Revdex.com Complaint ID: ***
I am writing in regards to your response to the Revdex.com regarding my complaintI find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Per my dispute, the resolution that I sought was that ‘Ashford waive the balances on my account in full and remark that the account was resolved without default’
I look forward to seeing this resolution, as proposed by Ashford, reflected on my account.
*** *** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Again, we are at the same spot and unfortunately for the school I am not letting this gYou are not explaining to me how that relates to my caseRegardless of the reasons YOU claim to have not accepted my letter the reason YOU (Ashford University) GAVE ME (*** ** ***) is MY GPA would not qualify even if I returnedIf I were you I would not consider any of the other facts because none of those were communicated to me until I contacted the Revdex.com which (to me) means it would not have come up if I didnt press the issue
Please have someone ranked higher at the school respond to thisAt this point im not even sure anyone else is involvedI am also contacting the Board of Education
As I said I am not letting this go with that generic answer
Regards,
*** ***

Dear Revdex.com,
The rebuttal complaint does not indicate a new concern or provide new information that was not otherwise addressed in the University's response of April 11, (letter dated July 24, 2015)As such, the University does not have any additional information to provide
Sincerely,
*** ***
Associate Director, Student Dispute Resolution
for Ashford University
*** *** *** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.From: *** *** ***Date: Wed, Jun 4, at 10:AMSubject: Re: You have a new message from the Revdex.comTo: *** ***
Revdex.com: I received your email concerning my compliant against Ashford UniversityAlthough I stand by my statement, being told that financial aid would pay for my Bachelor’s DegreeAshford sent out information to allow me to continue, but only by setting up payments monthlyTherefore in order to complete my Degree I agreed because I was losing my battle with my educationAshford refuses to except I was told that I would able to complete the Bachelor’s Program with financing through financial aid
I have no other choice, I can’t afford it with six people other than myself depending on my income, but in this case if you don’t have monies to fight, and they won’t admit to their college being wrong, what else can be doneI thank you all for getting involved, but the solution wasn’t a successful one too me
Thank you, *** *** ***

I became a student in August of and have had nothing but problems right from the start From getting enrolled to financial aid...it was a nightmare I have had enrollment specialists in months, each losing vital paperwork to get me enrolled and on my way I have had academic advisors already and still no information gets passed along I have also had a LOT of problems with financial aid I received an award letter stating my amounts I got the first set of disbursements but after talking to my about switching my schedule a little bit she messed something up and now there is no financial aid award for my 2nd group of week classes This school is a disaster!!!!

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April 25,
[redacted]
Dear Mr[redacted]:
On March 28, 2016, Ashford University
(University) received your complaint filed at the Revdex.com
(Revdex.com). In that complaint, you allege the
following:
·
The
balance on the student account is "fraudulent"
·
The
University would not accept payment because you did not want to speak with your
assigned Student Community Standards Specialist
In
your complaint, you listed the following as the resolution you seek:
·
For
the University to waive the balance due on the student account
The
University conducted an investigation of your concernsThe following
information details the findings of the investigation and addresses your resolution
request
In regard to the Balance Due on the Student Account
On November 27, 2012, you completed, electronically signed and
submitted the University's online application for admission to the Bachelor of
Arts degree programIn signing this agreement, you acknowledged that you had
read, understood and agreed with the contents of the online application for
admission and the contents of the University Academic Catalog (Attachment A)
The Ashford University Tuition Refund Schedule, located within
the relevant -Academic Catalog, states the following:
The Ashford
University Tuition Refund Schedule applies to online students who drop or are
administratively dropped from a course or the institution and who are not
otherwise covered under a state-specific tuition refund policy (Attachment B)
PROGRAM
Course Length
1st* week
2nd* week
3rd* week
4th* week
5th* week
6th* week
Nonterm-Based Graduate
Level Programs (Online Formats)
Refund % by Course LDA
100%
50%
0%
0%
0%
0%
Nonterm-Based
Undergraduate Level Programs
(Online Formats) Refund % by Course LDA
100%
50%
0%
0%
0%
N/A
*Refund percentage
applied based on week of last date of attendance (LDA)
On September 1, 2015, you began the course ENGBy telephone
on September 9, 2015, after having posted attendance into the second week of
the course, you requested that your Student Advisor withdraw you from the
course ENGIn the same conversation, your Student Advisor informed you that
you would be responsible for 50% of the cost of the course in accordance with
the University's Tuition Refund Policy
On September 10, 2015, per your request, you were withdrawn from
your degree program at the UniversityAs of that date, your balance due
reflected the tuition and fees cost of ENG125, $
On September 17, 2015, by telephonic conversation your Financial
Services Manager spoke with you about the balance due on the student account in
the amount of $The Financial Services Manager explained that the balance
due on the student account will need to be paid in full before any transcript
related holds may be removed your student account
On October 9, 2015, per Federal Student Aid guidelines, the
University performed a Return of Title IV funds calculation (R2T4) (Attachment
C)Based on this calculation the University determined that you were eligible
to receive a Post-Withdrawal Disbursement (PWD) of Federal Pell Grant fundsOn
October 13, 2015, $of 2015-Federal Pell Grant funds were disbursed
to your student account reducing the balance due on the student account to
$(Attachment D)
Between the dates of October 22, and February 4, 2016, by
phone and email, the University's internal collections department made over
seven attempts to contact you regarding payment toward the balance due on your
student accountOn February 4, 2016, as those collection attempts did not
result in your full payment toward your balance due or a repayment agreement,
your student account was placed with an external collection agency
The findings of the investigation reveal that your balance due
is accurate and owingThe findings of the investigation also reveal that you
spoke with University personnel on several occasions regarding your balance due
and had the opportunity in each of those occasions to pay the balance dueThe
investigation did not reveal any information to show that the University would
not accept payment from you at any time
Conclusion
Based
on the above, the University denied your requested resolution to waive the
balance due on the student account
It
is always the intention of Ashford University and its employees to provide
excellent student services and an excellent learning experience. If you would like to discuss the outcome of
your grievance, please contact me at (866) 974-ext[redacted], or at [email protected]
I wish you all the best in your future
endeavors
Sincerely,
[redacted] MPsy
Student Dispute Resolution Facilitator III
for Ashford
University
Encls/4/ Attachment
A, University Application
Attachment B, Tuition
Refund Policy
Attachment C, Return of Title IV Funds Policy
Attachment
D, Ledger Card

April 8,
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[redacted] [redacted]
Dear [redacted]
On March 1, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within your Revdex.com complaint, you alleged the following:
I have contacted them several times about making payments and request medical excuses forms for classes missedWhile waiting for forms to correct amount due the debt was sent to collectionsI tried to make payments to keep it from defaulting but there was a known problem on their website that was preventing online payments to be madeI tried to make a payment several times but it was sent to collections before [the] website payment issue was correctedI contacted them and asked for [the] debt to be recalled from the collection agencyThey told me there was nothing they could do until I filled out the medical formsThey still have not sent me the forms after requesting them over the phone and via email
You stated the resolution you are seeking is to have your student account balance due recalled from the external collection agency and removed from your credit reportYou also stated that you want to make payments directly to the University
Thank you for allowing the University sufficient time to investigate and prepare the following response
Allegation Related to Personal Hardships
The University's 2013-Academic Catalog states that a tuition credit may be approved and applied for the following documented reasons that directly impacted a student's ability to continue in their course or program during the timeframe in which the course occurred: Documented military deployment that resulted in an inability to continue in the course or program; documented emergency personal or family medical reasons; documented act of nature; documented death in the immediate family; documented temporary severe economic hardship (Attachment A)
The University's 2013-Academic Catalog states that to drop a course(s), a student must contact his or her assigned Admissions Counselor, University Advisor, Student Advisor, or other advisor within the Admissions or Student Services DepartmentsStudents who officially drop from a course or courses during the add/drop period, which is before the conclusion of the first instructional week, will have that course removed from their academic transcripts (Attachment B)Additionally, students who post attendance during week two (2) of a course or after will be partially or fully financially responsible for the cost of the course (Attachment C)
On June 12, 2013, you completed, electronically signed and submitted the online application to the Bachelor of Arts in Education Studies degree program at the UniversityIn signing this agreement, you acknowledged that you had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (University Catalog) (Attachment D)
From June 25, 2013, to October 7, 2013, you successfully completed three (3) courses in your first academic year
On December 24, 2013, you were withdrawn from the University because you did not meet the University's attendance policy requirements (Attachment E)
On May 29, 2014, you re-entered the UniversitySince you had been out of attendance for over days, according to the University's Financial Aid Policy, that enrollment period began with a new first academic yearFrom June 10, 2014, to June 22, 2015, you successfully completed two (2) courses and unsuccessfully completed four (4) coursesBelow is an analysis of the courses you unsuccessfully completed in that subsequent first academic year:
ENG term 5_
On June 10, 2014, you began your English Composition II (ENG 122) term 5_courseOn June 15, 2014, you asked Readiness Advisor [redacted] if you could reschedule your course because you forgot that your course had started and you were "too swamped with work to get caught up." On the following day, [redacted] advised you of the University's three (3) consecutive N/A grade policy, and since you had two (2) previous N/A grades, that your third N/A would result in dismissal from the University (Attachment F)[redacted] advised you to contact your instructor and see if they would be willing to work with youOn the same day, you told [redacted] you would contact your instructor
On July 8, 2014, you asked [redacted] to be withdrawn from your course because you had a grade of 7% in the course[redacted] advised you that as long as you did not continue to post attendance in the course, you would be withdrawn[redacted] advised you that you would, however, be financially responsible for the cost of the courseYour last date of recorded attendance in the course was July 14, 2014, which was during week five (5) of the courseYour completed the course with an earned grade of "WF."
The investigation does not reveal that you told your advising staff that you experienced a personal hardship during the courseThe investigation reveals that you were advised by your advising staff that you would be financially responsible for the cost of the courseThe investigation reveals that your advising staff could have been more clear about what type of withdrawal grade you would earn, however, at all times you were going to be financially responsible for the cost of the course, per the University's Tuition Refund Policy (Attachment C)
INF term 5_
On July 15, 2014, you began your Computer Literacy (INF 103) term 5_courseOn August 18, 2014, you completed your course with an earned grade of "F."
The investigation does not reveal that you told you advising staff that you experienced a personal hardship or requested to withdraw during this courseThe investigation reveals that you were charged tuition and fees for this course in accordance with University policy
ANT term 5_
On August 19, 2014, you began your Introduction to Cultural Anthropology (ANT 101) term 5_courseOn September 9, 2014, you told [redacted] that you wanted to be withdrawn from the University for personal reasonsOn the following day, [redacted] advised you that she would like to set up a telephone appointment with youBetween September 11, 2014, and September 16, 2014, [redacted] attempted to contact you by telephone and emailOn September 17, 2014, you were withdrawn from the University because you did not meet the University's attendance policy requirements (Attachment E)Your last date of recorded attendance in the course was September 1, 2014, which was during week two (2) of the courseYou were charged for 50% of the cost of the course in accordance with the University's Tuition Refund Policy (Attachment C)
The investigation does not reveal that you told your advising staff that you experienced a personal hardship during your courseThe investigation reveals that you were charged tuition and fees for your course in accordance with University policy
ENG term 5_
Between February 3, 2015, and March 9, 2015, you completed your ENG term 5_course with an earned grade of "C."
GEN term 5_
On March 10, 2015, you began your Information Literacy (GEN 103) term 5_courseOn April 13, 2015, you completed your course with an earned grade of "F." Your last date of recorded attendance in the course was April 2, 2015, which was during week four (4) of the course
The investigation does not reveal that you told you advising staff that you experienced a personal hardship or requested to withdraw during this courseThe investigation reveals that you were charged tuition and fees for this course in accordance with University policy
GEN term 5_
Between May 19, and June 22, 2015, you completed GEN term 5_with an earned grade of "D."
Your last date of recorded attendance at the University is June 22,
The investigation does not reveal that you told your advising staff that you experienced a personal hardship or requested a Tuition Credit Request during any of your coursesThe investigation reveals that on January 29, 2016, you told College Advisor [redacted] that you wanted to dispute your course grades because you were hospitalized during your enrollmentOn the same day[redacted] provided you with the grade appeal process and advised you that you would need to submit supporting documentationUniversity record does not indicate that you submitted any documentation of your hardship or that you filed any grade appeals
Allegations Regarding your Student Account
Students who attend the University using the online format receive financial aid on a non-term based scheduleAt the University, non-term based programs have an academic year that is not defined by the calendar yearInstead, the academic year is specific to each student, and the academic year for an undergraduate completes when the student successfully completes eight (8) courses totaling twenty-four (24) until within forty (40) weeks of instructional time (Attachment G)
There are two payment periods in each academic yearUnder the non-term based system, students should receive their first financial aid disbursement on or after the start of their first courseAfter students earn twelve (12) credits and begin their fifth course, they are eligible to receive their second disbursement of financial aidThe student must complete four (4) courses successfully and begin their fifth course before they become eligible to receive their second disbursement (Attachment G)Unsuccessfully completed competency courses must be repeated and thus may impact the overall cost of attendanceThis means that the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year
First Academic Year
Between June 25, 2013, and October 7, 2013, you successfully completed three (3) coursesDuring this time, tuition and fees posted to your student account in the amount of $On October 2, 2013, financial aid funds were disbursed to your student account in the amount of $On January 24, 2014, the University issued you stipend checks in the total amount of $664. Your student account balance at the end of your first academic year was "zero."
Subsequent First Academic Year
On May 28, 2014, you asked Readiness Advisor [redacted] if you could reenter the University and begin your courses on June 10, [redacted] advised you that he would set up a re-entry review and notify you once your courses were scheduledOn the following day, your re-entry to the University was approved for your Bachelor of Arts in Education Studies degree programOn May 30, 2014, [redacted] notified you that your next scheduled course, English Composition II (ENG 122), was scheduled to begin on June 19, Since you had been out of attendance for over days, per the University's Financial Aid Policy, you began a second first academic year
Between June 10, 2014, and June 22, 2015, you successfully completed two (2) courses and unsuccessfully completed four (4) courses in your subsequent, first academic yearDuring this time, tuition and fees posted to your student account in the amount of $(Attachment H)Between June 26, 2014, and June 23, 2015, financial aid funds were disbursed to your student account in the amount totaling $16,(Attachment H)On July 3, 2014, the University issued you stipend checks in the total amount of $(Attachment H)Between October 3, 2014, and May 14, 2015, due to your withdrawals from the University, the University refunded $of financial aid funds that you were not eligible for to the federal student aid program, in accordance with the Return of Title IV Funds policy (Attachment I) )On December 1, 2015, you made a $payment towards your student account balance due (Attachment H)A breakdown of your student account balance due for your subsequent, first academic year is as follows:
Tuition and Fees: $
Financial Aid Disbursed: $16,
Sti Stipend Issued: $
Refunds: $
Payments: $
Account Balance Due: $16,- $- $- $- $= $(Attachment H)
Between August 11, and November 19, 2015, the University's Collections department followed its process and attempted to reach you at least seven (7) times by email and telephone, prior to referring your student account balance due to an external collection agencyYou student account balance due was placed with an external collection agency on November 24,
The investigation revealed that the University's Student Portal experienced a technical glitch for student-initiated payments in November and that the issue was resolved in early December The investigation does not reveal that you set up a repayment plan with the University's Collection departmentThe investigation reveals that if you had set up a repayment plan, automated payments to your student account would not have been impacted
Conclusion
Based on the above, the findings of the investigation do not reveal that you notified your advising staff that you experienced a medical hardship during your enrollmentPer the University's Academic Catalog, there are opportunities to assist student's experiencing hardships during their enrollmentAt this time, the University denies your resolution request to recall your student account balance due from the external collection agency and/or reduce your student account balance dueHowever, if you are able to provide sufficient documentation of the hardship you experienced during your enrollment, the University will review the documentation for considerationPlease feel welcome to send documentation directly to me at the e-mail address indicated below
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at[redacted]
I wish you all the best in your future endeavors
Sincerely,
[redacted]
Student Grievance Resolution Administrator II
for Ashford University
Encls/9/ Attachment A, Tuition Credit Request Policy
Attachment B, Course Drop Policy
Attachment C, Tuition Refund Policy
Attachment D, Online Application
Attachment E, Attendance Policy
Attachment F, Consecutive NA Policy
Attachment G, Financial Aid Policy
Attachment H, Ledger Card
Attachment I, Return of Title IV Funds Policy

"LINE-HEIGHT: normal; MARGIN: auto auto 0pt class="MsoNormalCxSpMiddle">April 30,
[redacted]
Dear [redacted]
On April 6, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The University referred the complaint to the Office of Student Grievance Resolution to address your concerns through the formal grievance process. In your complaint, you alleged the following:
"I was an online student enrolled from August - late For unforeseen circumstances, I was forced to withdraw from my educationSince I had to leave in the middle of a course, it left a balance due; not payable through student loansAshford reached out to me about setting up payment arrangements to resolve the outstanding balanceI gladly accepted and we had reached an agreementThey were notified as to the date the payments would beginless [sic] than two weeks before this date arrived, Ashford turned me over to collections; thus, ignoring our agreed upon payment planI have contacted them on several occasions in reference to this, but they refuse to speak to meNow that I have a desperate need to return to my education in order to finish my degree, I am unable to do so because of the collectionsI need Ashford University's cooperation in order to have my transcript released so I can continue my educationI do not have any issues whatsoever in resolving a balance owedThey wronged me by going back on our agreement and preventing me from furthering my degreeMy latest email to them has gone unanswered."
The following is the resolution you are seeking:
"I need Ashford to acknowledge their lack of keeping an agreement and release a formal transcript to me immediatelyAgain, I gladly would make payment arrangements to resolve an outstanding balanceThey have washed their hands of this because they turned me over to collections less than two weeks before our agreed upon payment dateThat is extremely unfairI am unable to finish my degree without a formal transcript."
The following details the findings of the investigation
Your Student Account Balance
On July 31, you signed and submitted the online application for enrollment to the Bachelor of Arts in Accounting degree program. Within that application, the Student Finance Agreement states:
I understand that failure to comply with my Student Finance Agreement may result in unscheduling of future courses, administrative withdrawal, late fees, or possible referral to a collection agency (Attachment A)
During your first academic year, your tuition and fees totaled $9540. Financial aid disbursed to your account in the amount of $9452.50. At the conclusion of your first academic year, your balance due was $(Attachment B)
During your second academic year, your tuition and fees totaled $10,599. Financial aid disbursed to your account in the amount of $10,448. The University issued you stipend funds in the amount of $675.75. At the conclusion of your second academic year, your balance due was $as a result of unsuccessfully completing COM (Attachment B)
During your third academic year, you successfully completed one (1) course, and withdrew from two (2) courses after the second week. Tuition and fees posted to your account in the amount of $2370. Financial aid disbursed to your account in the amount of $6220. The University issued you stipend funds in the amount of $(Attachment B)
On November 22, you requested to withdraw from the University
Upon withdrawal or graduation from a degree program, the University must complete a Return of Title IV (R2T4) calculation to determine how much aid the student earned while enrolled and how much aid must be returned to the federal student financial aid program (Attachment B). On December 7, the University completed the R2Tcalculation and determined that $in subsidized and unsubsidized loans needed to be returned to the federal student financial aid program. On December 7, $in loans were refunded, resulting in an account balance due of $for your third academic year(Attachment B)
The following summarizes the total balance due at the time of your withdrawal:
· AY1: $
· AY2: $
· AY3: $
· Total: $+ $+ $= $(Attachment B)
The University's Collections Attempts
Following your withdrawal, the University's Collections Department notified you of your account balance due by telephone and email message at least seven (7) times. The following summarizes the collections attempts:
· By e-mail message on December 27, Collections Specialist [redacted] notified you that the failure to set up repayment arrangements within fifteen (15) days may result in the referral to an external collections agency;
· On January 26, Collections Manager [redacted] called you and left a voicemail;
· By e-mail message on January 27, Collections Manager [redacted] notified you that the failure to set up repayment arrangements within ten (10) days may result in the referral to an external collections agency;
· On February 27, Collections Manager [redacted] called you and left a voicemail;
· On April 17, Collections Manager [redacted] called you and left a voicemail;
· By e-mail message on April 18, Collections Manager [redacted] sent you a Settlement Offer, offering the option to settle your balance due for 33.3%;
· On April 20, Collections Manager [redacted] called you and left you a voicemail
By e-mail message on April 20, you asked [redacted] to send you an invoice because you had not received one. You stated you wanted to review the invoice and make the necessary payment arrangements. On the same day, [redacted] sent you a financial summary and advised you to contact him to set up a repayment arrangement
By e-mail message on May 21, you told [redacted] that you had been busy and forgotten to call him. You stated that you needed to set up a payment plan with him to satisfy the balance, but you may not be able to start the plan until July. You asked him if that was acceptable and what the payment options would be
By e-mail message on May 24, [redacted] stated that as soon as you could make an initial payment of $to call him to start a repayment plan. He stated that as long as the University still holds the account, he could assist you
In accordance with University policy, on July 6, your account was referred to an external collections agency, [redacted]
The investigation did not reveal that you contacted the University from May 24, to July 6, to set up a payment agreement. The investigation did not reveal the University received a payment agreement from you prior to the referral to the external agency. The University therefore denies your resolution request to release a formal transcript due to your outstanding balance in the amount of $
Please note, should you provide documentation reflecting an agreement with the University to repay the balance due, prior to the referral to external collections, the University will re-open your complaint at that time
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at [redacted]
I wish you all the best in your future endeavors
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Encls/3/ Attachment A, Online Application for Enrollment
Attachment B, Ledger Card
Attachment C, R2TPolicy

Please see below and attached the University's previous investigation and response to [redacted] complaints of May 12, 2015, that mirrored the complaints submitted to the Revdex.com
class="MsoNormal" "MARGIN: 0in 0in 8pt">
July 24,
[redacted]
Dear [redacted]
On May 12, 2015, Ashford University (University} received a copy of your complaintIn your complaint, you alleged the following:
I was told that there was nothing that I could do when I had a technical issue in regards to my psychology classThe supervisor was then not only rude but closed my file and withdrew me from my classThe second and third trme I had to have emergency surgical procedures but I was told from the advisors that I had to pay in order to get back in classI have less than months left to graduate and Ashford has then sent me to collections
The resolution you are seeking is for the University to allow you to reenter and finish your degree program
The University conducted an investigation of your concernsThe following information details the findings of the investigation
Regarding your Technical Issues
The 2013-University Academic Catalog states:
Students taking on line courses are expected to attend each week of the courseAttendance is defined as participating in an academic activity within the online classroom which includes posting in a graded discussion forum, submitting a written assignment or journal entry or submitting a quiz or examEach instructional week begins on a Tuesday and concludes on the following MondayStudents enrolled in non­introductory courses who do not attend at least once in any seven consecutive day period will be issued an attendance warningStudents who do not attend at least once in any consecutive day period will be dropped from the course and administratively withdrawn from the University retroactive to the last date of recorded attendance (Attachment A}
On January 3, 2012, you began PHI On January 23, 2012, you requested to withdraw from PHI because you told Student Advisor [redacted] that you were having technical issues with your student portal[redacted] advised you that if you withdrew you would be responsible for 100% of the cost of the course[redacted] advised you to follow up with the University's technical supportYou confirmed with [redacted] that you wanted to withdraw from the course and your request was processed the same dayAs you posted attendance in the third week of the course, your student account was charged the full cost of the course
On July 24, 2012, you began ECO On August 13, 2012, you told Student Advisor [redacted] that you wanted to withdraw from the course because you were unable to post your assignmentsYou stated that each time you tried to post something you received an error messageOn August 15, 2012, [redacted] advised you that you had posted attendance up through the third week of the course, and therefore, if you withdrew, you would be responsible for the full cost of the courseYou confirmed that you wanted to withdraw from the course and your student account was charged the full cost of the course
On April 30, 2013, you began PSY On May 14, 2013, you told your Student Advisor [redacted] that you wanted to withdraw from the course because you no longer needed the course to meet degree requirementsYour [redacted] told you that you would be responsible for half of the cost of the course because you posted attendance in the second week of the courseOn May 14, 2013, you were withdrawn from the course per your request and your student account was charged half of the cost of the course
The investigation did not reveal that the University experienced any technology issues during your enrollment that would have prevented you from completing your courses successfully
Regarding your Medical Hardship
On August 7, 2013, you were administratively withdrawn from the University because you did not post attendance within fourteen (14) consecutive days following the conclusion of your PSY course on July 22,
On March 18, 2014, you reentered the University and began PSY During youi couiSe, on April 8, 2014, you told [redacted] that you had not been completing your work in the course due to your work scheduleYou stated that you were unable to submit work on time and your Instructor did not accept late assignments[redacted] advised you to submtt your work early and to communicate with your Instructor
On April 17, 2014, you spoke with [redacted] by telephone and stated that you had not submitted anymore assignments in your course
On April 21, 2014, you unsuccessfully completed PSY with a grade of "F."
The investigation did not reveal that you were unable to successfully complete your PSY course due to a medical hardship
Regarding your Repayment Plan
On March 19, 2014, Student Progression Team member [redacted] advised you that you were required to set up a repayment plan for your balance due (Attachment B)
On March 20, the University received your repayment plan for your balance dueOn March 21, 2014, you made a $payment; however, on April 21, 2014, the University notified you that your credit card was declined and your account was past due
On April 29, 2014, you were administratively withdrawn and your status changed to "drop/withdrawal."
From May 8, 2014, to November 6, 2014, the University's Collections Department made at least seven (7) attempts to contact you by telephone and emailOn November 6, 2014, your account was referred to an external collections agency per University policy
Conclusion
Based on the above-noted information, the University denies your allegation and resolution request
As a gesture of goodwill, upon one (1) good faith payment to the external collections agency, the University will recall your account balance due in the amount of $and will work with you to set up a repayment plan with the University's internal Collections DepartmentOnce you have set up this repayment plan, you will be eligible for reentryPlease note, it is important that you discuss your financial aid eligibility upon your reentry to determine how much financial aid you are eligible to be packaged for and whether or not you will have an out of pocket cost to complete your degree program
The University and its employees strive to provide excellent student services and an excellent learning experienceIf you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact [redacted] at [redacted] or at [redacted]
I wish you all the best in your future endeavors
[redacted]
Student Complaint, External Relations Specialist
for Ashford University
Encls/2/ Attachment A, Attendance Policy
Attachment B, Ledger Card
*Attached and in the 2014-Academic Catalog you will find information about the Presidential Appeal Policy

"LINE-HEIGHT: normal; MARGIN: auto auto 0pt class="MsoNormalCxSpMiddle">February 13,
[redacted]
Dear [redacted]
On January 28, Ashford University (University) received a copy of your complaint filed at the Revdex.com (Revdex.com). On the same date, the University received your Authorization to Release Student Records Form for the University to disclose protected information in your student record to the Revdex.com. The University processed this form and will forward a copy of its response to the Revdex.com.
The University referred the correspondence received on January 28, to the Office of Student Grievance Resolution to address your concerns through the formal grievance process for students. In your complaint, you alleged that your Student Advisor did not advise you that you would have to "pay or quit" following your second academic year, your original payment plan for $per month is no longer being honored, and you are unable to get a receipt for classes to obtain employer tuition reimbursement. The resolution you are seeking is for the University to honor the original payment plan and to provide you with an itemized report showing which of your classes were paid for by your loans
The University conducted an investigation of your concerns The following information details the findings of the investigation
Regarding your account balance
Students who attend the University using the online format receive financial aid on a non-term based scheduleAt the University, non-term based programs have an academic year that is not defined by the calendar yearInstead, the academic year is specific to each student, and the academic year for an undergraduate completes when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty-eight (48) weeks of instructional time (Attachment A)
There are two payment periods in each academic yearUnder the non-term based system, students should receive their first financial aid disbursement on or after the start of their first courseAfter students earn twelve (12) credits and begin their fifth course, they are eligible to receive their second disbursement of financial aidThe student must complete four (4) courses successfully and begin the fifth course before they become eligible to receive their second disbursement (Attachment A)
On January 30, you were packaged for your second academic year from February 12, to November 18, 2013. During this time, financial aid disbursed to your student account in the total amount of $16,594. On March 12, 2013, May 21, 2013, July 30, 2013, and November 19, 2013, stipend funds in the total amount of $5,were issued to you (Attachment B). In your second academic year, you successfully completed eight courses and unsuccessfully completed three. Tuition and fees posted to your student account in the amount of $14,(Attachment B). The following summarizes your student account balance at the end of your second academic year:
· Financial Aid $16,– Tuition and Fees $14,– Stipend $5,= $3,(Attachment B)
On August 26, you were packaged for your third academic year from August 19, to June 15, 2015. During this time, financial aid has disbursed to your student account in the amount of $7,On September 16, the University issued you a stipend in the amount of $2,(Attachment B). You have successfully completed three courses in your third academic year so far. You have made payments to your student account in the total amount of $(Attachment B)The following summarizes your student account balance at the end of your third academic year:
· Financial Aid $7,– Tuition and Fees $5,– Stipend $2,+ Payments $= ($535) - $3,AY= $3,(Attachment B)
On July 3, Student Advisor [redacted] advised you that you needed to set up a repayment plan to continue with your courses because you accrued an account balance due as a result of your three unsuccessful courses in your second academic year. This account balance is due to the UniversityIt is not a part of your federal student loans. Students cannot defer payment of their student account balances with the University until six months after graduation
On August 26, you set up a payment plan with Accounts Receivable Specialist [redacted] The payment plan was for the amount of $2,384, with payments of $per month for thirty-six months
On January 22, University representative [redacted] advised you that a new payment plan was needed because the August 26, payment plan was for the incorrect amount. [redacted] offered you a new payment plan but you did not accept it
Please note, per the Student Finance Agreement in your online application, you stated that you understood that failure to comply with your Student Finance Agreement may result in unscheduling of future courses, administrative withdrawal, late fees, or possible referral to a collection agency Therefore, you were required to enter into a payment agreement following your three unsuccessfully completed courses in your second academic year The University apologizes for the miscommunication regarding the amount the payment plan required.
Invoice for Courses
On November 24, you asked Student Advisor [redacted] for a letter stating your loans were in deferment to show your employer for tuition reimbursement. [redacted] advised you the University could not provide something regarding your federal student loans in deferment because that is something to contact your lender about; however, she could provide you with your student ledger card to show the courses you have taken
On December 1, a University representative advised you to print your ledger card first, and if not accepted, to ask your employer what was required so the University could obtain an invoice
On January 22, a University representative advised you to copy and paste the student ledger card summary that reflects all activity on your account
On January 23, [redacted] emailed you the invoice for your first payment period of your third academic year. She told you to take a look and to let her know if you needed something different
Please contact your Student Advisor if the document she provided you on January 23, is insufficient
Conclusion
Our records demonstrate that your account balance due in the amount of $3,is correct. The University apologizes for the miscommunication regarding the August 26, payment plan for the $2,account balance
As a gesture of goodwill, the University will credit your student account in the amount of $1,010, representing the difference between the $3,account balance and the $2,account balancePlease allow four to six weeks for the credit to reflect on your student account
Please note, you are responsible for setting up a payment plan for the remaining account balance In addition, your student account is subject to change should you unsuccessfully complete a course in the future. Therefore, you may need to enter into another payment plan at that time should your account balance change
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact [redacted] at [redacted]
I wish you all the best in your future endeavors
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Encls/2/ Attachment A, Financial Aid Policy
Attachment B, Student Ledger Card

Dear Revdex.com,
"text-align: justify; line-height: normal; margin: 0in 0in 0pt;" class="MsoNormal">
On October 2, 2014, Ashford University (University) received [redacted]'s Revdex.com complaintIn her complaint, she alleges the following:
· That she is a [redacted]) employee and that she was supposed to be set up under the University's Direct Bill system, so that [redacted] could pay her tuition for her
· That [redacted] never received a bill from the University, so there was a delay in the payment of her first two courses, which eventually caused her to be referred to an external collection agency
· That because of her efforts in getting her first two courses paid for, she was late submitting [redacted]'s own internal application to have her third course paid for
She is seeking the following resolution:
· For the University to credit the cost of her third course and remove the delinquent balance from her credit reportAlthough she shows the disputed amount as $2274.90, the University shows the cost of her third course as being $
The University conducted an investigation of her concernsThe following information details the findings of the investigation
Regarding [redacted]'s Participation in the Direct Bill Program for Her First Two Courses
On January 7, 2010, [redacted] completed, electronically signed and submitted the University's online application for admission to the Bachelor of Arts in Organizational Management degree programIn signing this agreement, she acknowledged that she had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog(Attachment A)
Within that application for admission, was a Direct Bill Certification and Authorization, which she signed separately as well(Attachment B)On that Direct Bill Certification and Authorization form are a set of terms regarding the University's Direct Bill payment optionThe third term states as follows:
"Ashford University will bill my employer directly based on approved documentation, which consists of the authorized voucher, Letter of Credit, or purchase orderEmployer payment is due within days from the start of each class."
The investigation revealed that on 7/8/2010, 7/23/2010, 7/26/2010, 7/27/2010, and 8/17/2010, the University advised [redacted] that it never received authorized vouchers from [redacted] on her behalf[redacted] had requested that the University send [redacted] an invoice; however, as per the terms of the Direct Bill Certification and Authorization and the University's established practice with [redacted], the University must first receive the voucherIt was only after her account had been referred to an external collections agency did she provide the vouchers needed to bill [redacted] Hence, her first two courses were eventually paid for
The University followed its procedures in regards to the Direct Bill program, and advised [redacted] accordingly
Regarding [redacted]'s Participation in the Direct Bill Program for Her Third and Final Course
The University has not received a [redacted] voucher from [redacted] for her third and last course that she attended[redacted]'s complaint eludes that the University will not receive a [redacted] voucher from her for that course, because she did not submit [redacted]s own internal application to them on timeWhile [redacted] states that she did not turn it in to [redacted] on time because of the issues she was experiencing getting her first two courses paid for, the University had no control over when [redacted] submitted Verizon's internal application to [redacted]
Conclusion
The non-payment o[redacted]'s first two courses was due to the University not receiving vouchers from [redacted] Regarding payment of her third course, the University cannot be held accountable for [redacted]'s late submission of an internal [redacted] application to [redacted] The University's actions in regard to the Direct Bill program were properTherefore, the University does not agree to pay for her third and final course, or to recall her account from external collections in order to remove the delinquent entry from her credit report
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experienceIf you would like to discuss any questions or concerns about the process or the outcome of this grievance, please contact me at [redacted], or at [redacted]
Sincerely,
[redacted]Director of Student Grievance Resolution for Ashford University
Encls/2/ Attachment A: Online Application for Admission, Acknowledgement and Signature Page
Attachment B: Direct Bill Certification and Authorization

"LINE-HEIGHT: normal; MARGIN: auto auto 0pt class="MsoNormalCxSpMiddle">December 11,
[redacted]
Dear [redacted],
On November 18, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). On the same date, the University received your Authorization to Release Student Records Form for the University to disclose protected information in your student record to the Revdex.com. The University processed this form and will forward a copy of its response to the Revdex.com.
The University referred the correspondence received on November 18, to the Office of Student Grievance Resolution to address your concerns through the formal grievance process for students. In your complaint, you alleged that:
· At the time you filed the complaint, the University had not issued you the $credit resulting from the Return of Title IV Funds calculation completed two months prior
The resolution you are seeking is as follows:
· For the University to issue you the $credit on your account
The University conducted an investigation of your concernsThe following information details the findings of the investigation
Regarding your account
Upon withdrawal or dismissal from a degree program, the University must complete a Return of Title IV Funds (R2T4) calculation to determine how much financial aid the student earned while enrolled and how much aid must be returned to the federal student financial aid programs (Attachment A).
On March 28, you were expelled from the University
On April 5, the University notified you that an R2Tcalculation would be completed within days on your account to determine how much aid you earned while enrolled
On October 9, the University reviewed your account and recognized that the R2Thad not been completedOn October 10, 2014, the University completed the R2Tcalculation and determined that $3,in unsubsidized loans and $in subsidized loans needed to be refunded to the student aid program. On October 10, 2014, $3,in unsubsidized loans and $in subsidized loans were refunded to the lender (Attachment B)
On October 13, 2014, you spoke with University Representative [redacted] advised you that a refund was made on October 10, and you currently had a credit balance on your account. [redacted] advised you those funds might be considered earned, although your account required further review. She advised you that the review would be complete in a few weeks
On November 5, you asked University representative [redacted] about the status of your stipend. [redacted] advised you that it was still under the review process
On November 18, 2014, the University issued you excess funds in the amount of $(Attachment B)
Conclusion
While it would be preferable for a credit balance to be issued expediently, the University's highest priority is to ensure a thorough and accurate account review and disposition. The University apologizes for any inconvenience this may have caused and thanks you for your patience
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact [redacted] at [redacted] or at [redacted]
I wish you all the best in your future endeavors
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Encls/2/ Attachment A, R2TPolicy
Attachment B, Ledger Card

"">September 12,
[redacted]
[redacted]
Dear [redacted]
On September 5, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). On the same date, the University received your Authorization to Release Student Records Form to the University to disclose protected information in your student record to the Revdex.com. The University processed this form and will forward a copy of its response to the Revdex.com
The University referred the correspondence received on September 5, 2014, to the Office of Student Grievance to address your concerns through the formal grievance process for students. In your complaint, you alleged that:
· When you contacted the University to find out about the teaching program, you were told it leads to a teaching degree;
· After leaving the University, you are now being contacted by the University's Collections Department notifying you of an account balance due
In the complaint, you stated the following as the resolution you seek:
· For the University to investigate the licensure/certification issue regarding your degree program
Please note the allegation above regarding the alleged misadvisement related to your degree program mirrors the concerns listed in your November 25, 2013, Formal Grievance. The University issued you a response addressing those concerns on January 30, to the address on file with the University (Attachment A, January 30, 2014, Response)
The following information addresses your account balance due
Regarding your Student Account Balance Due
The Federal Student Aid Handbook states the following regarding overlapping loan periods:
If a student who enrolls in a clock-hour or nonterm program (or a program with nonstandard terms that are not SE9W) after already having taken out a loan at another school with an academic year that overlaps the academic year at the second school, then the student is restricted to the original annual loan limit until the completion of the first academic year at the new school unless the second school accepted transfer credits or clock-hours from the first school. If the second school accepts transfer credits from the first school, the second school would certify a loan for the remaining balance of the annual loan limit for the period that covers the remaining portion of the loan period at the first school. After this remaining balance is completed, the student would progress to a new loan period and a new annual loan limit (Attachment B, Overlapping Loan Period, p3-114)
By telephonic conversation on June 19, 2013, Student Advisor [redacted] advised you that you would have a shortfall in financial aid for your first academic year because you were in an overlapping loan period with your previous institution
By telephonic conversation on August 16, 2013, University representative [redacted] advised you that you had limited funding due to the overlapping loan period and therefore, there was not enough financial aid funding to cover the cost of your courses. [redacted] advised you that you would need to set up repayment arrangements to address the shortfall
By telephonic conversation on August 19, 2013, University representative [redacted] advised you of the shortfall of financial aid and the need to set up a repayment plan
By e-mail message on November 27, 2013, you told University representative [redacted] that you wished to withdraw from the University. You asked [redacted] to advise you how much you owe the University and you would make monthly payments
On December 9, 2013, you were withdrawn from the University per your request with a last date of attendance of November 21, 2013. At the time of your withdrawal, your student account balance due was the following:
· Tuition and Fees for six (6) successfully completed courses, and one (1) "W": $
· Financial Aid for the First Academic Year: $
· Payments made to the student account: $
· Total account balance due: $- $+ $= $(Attachment C, Ledger Card)
Collections Attempts
Our records show that from December 11, 2013, to September 3, 2014, the Collections Department attempted to contact you on at least seven (7) occasions regarding your student account balance due and the need to make repayment arrangements. The following details the attempts to contact you:
· By e-mail message on December 11, 2013, Collections Specialist [redacted] advised you that you had an outstanding balance due and notified you that the failure to make repayment arrangements within fifteen (15) days may result in late fees;
· On January 10, 2014, [redacted] called you and advised you of your student account balance and the need to make repayment arrangements. At the time, you did not acknowledge the debt, and [redacted] advised you that collection activity would continue;
· By e-mail message on April 29, 2014, [redacted] advised you that you had an outstanding balance due and notified you that the failure to make repayment arrangements within fifteen (15) days may result in late fees;
· On July 28, 2014, [redacted] called you regarding your account balance due but the call was disconnected;
· On August 14, 2014, [redacted] left you a message regarding your account balance due;
· By e-mail message on August 14, 2014, [redacted] advised you that you had an outstanding account balance due and notified you that the failure to make repayment arrangements within ten (10) days may result in your account being sent to a collection agency;
· On August 24, 2014, [redacted] called you and left you a voicemail message regarding your account balance due
On September 3, 2014, your student account balance due in the amount of $was referred to an external collections agency, [redacted]
Based upon the above, you were advised of your student account balance due and the University policy was followed regarding the referral of your student account balance due to the external collections agency
Conclusion
The University previously addressed your concerns regarding teaching licensure/certification in its January 30, 2014, response to you
Based on the above-noted facts, the University advised you regarding your student account balance due as a result of your overlapping loan period with another institution, and the need to make repayment arrangements prior to the referral to the external collections agency.
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at [redacted], [redacted] or at [redacted]
I wish you all the best in your future endeavors
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Encls. /3/ Attachment A, January 30, 2014, Response
Attachment B, Overlapping Loan Period, p3-
Attachment C, Ledger Card

class="MsoNormalCxSpMiddle">March 29, 2014
[redacted]
Dear Ms. [redacted],
On April 18, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com).  On May 5, 2014, the University received your Authorization to Release Student Records Form for the University to disclose protected information in your student record to the Revdex.com.  The University processed this form and will forward a copy of its response to the Revdex.com. 
The University referred the correspondence received on April 18, 2014, to the Office of Student Grievance Resolution to address your concerns through the formal grievance process for students.   In your complaint, you alleged that:
·        You are two (2) classes away from completing your degree program and the University recently notified you that you have approached your aggregate undergraduate loan limit and no more financial aid funds are available to you 
In your complaint, you listed the following as the resolution you seek:
·        For the University to find additional grant money that would cover the cost of the remaining two (2) courses that you need for your degree program.   
The University conducted an investigation of your concerns. The following information details the findings of the investigation.
Financial Aid
Students who attend the University using the online format receive financial aid on a non-term based schedule.  At the University, non-term based programs have an academic year that is not defined by the calendar year.  Instead, the academic year is specific to each student, and the academic year for an undergraduate completes when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty-eight (48) weeks of instructional time (Attachment A, Financial Aid Policy).
There are two payment periods in each academic year.  Under the non-term based system, students should receive their first financial aid disbursement on or after the start of their first course.  After students earn twelve (12) credits and begin their fifth course, they are eligible to receive their second disbursement of financial aid.  The student must complete four (4) courses successfully and begin the fifth course before they become eligible to receive their second disbursement (Attachment A, Financial Aid Policy). Unsuccessfully completed competency courses must be repeated and thus may impact the overall cost of attendance. 
On or around March 31, 2014, Financial Aid Representative [redacted] told Ms. [redacted] that she had reached her undergraduate aggregate loan limit and would no longer be eligible for federal student aid loan funds or Pell Grant funds. 
By telephonic conversation on or around April 8, 2014, Financial Aid Representative told Ms. [redacted] that she had reached her undergraduate student loan limit.   On the same date, University representative Martias Gomez told Ms. [redacted] that she had reached her undergraduate student loan limit and provided her with resources to alternative financing options.  
By web-portal message on or around May 5, 2014, Ms. [redacted] told Student Advisor [redacted] that she wanted her student account balance credited in the amount of $3,498.82, bringing her balance due to “zero.”  
The findings of the investigation revealed that Ms.[redacted] was notified that she was approaching her undergraduate student loan limit.  As evidence above, various University staff members told Ms. [redacted] that she had reached her undergraduate student loan limit and would not be eligible for additional financial aid funds.  In addition, the National Student Loan Data System (NSLDS) provided Ms. [redacted] with the following message about her student loan eligibility:
“Based upon data provided by the National Student Loan Data System (NSLDS) and your grade level, we have determined that you may have received a total amount of undergraduate student loans that is close to or equal to the loan limits established for the federal loan programs. Therefore, your eligibility for additional student loans may be limited. You should review the information on Page 4.” 
Please note that Ms. [redacted] always has access to this information and it is the student’s responsibility to be aware of the financial aid funds they have applied for and received.  
Conclusion
The University denies the allegation and maintains that Ms. [redacted] had adequate notification that she had reached her undergraduate aggregate loan limit.  
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience.  If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact Student Grievance Resolution at (866) 974-5700 extension [redacted], or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
Student Grievance Resolution Department
Encls. /1/               Attachment A, Financial Aid Policy

July 7,
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[redacted]
Dear [redacted],
On June 23, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com)The concerns regarding your student account balance due and the referral of the account balance due to an external agency that you raised to the Revdex.com mirror the concerns listed in your formal grievance received January 31, The University conducted an investigation into these same concerns, and on April 7, 2014, the University issued its response to youOn April 2014, the University received your Presidential Appeal. On May 21, 2014, the University issued the response to the Presidential Appeal to you by U.SmailOn May 27, 2014, the University issued the response to the Presidential Appeal to you by e-mail message; password protectedOn June 10, 2014, Senior Corporate Attorney [redacted] provided you with a summary of your concerns and the outcome to each of your concerns addressed through the Student Dispute Resolution Center processes.
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experienceIf you would like to discuss any questions or concerns regarding your formal grievance, please contact Student Grievance Resolution Administrator[redacted] at [redacted] or at [redacted]
I wish you all the best in your future endeavors
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University

The school will try to get you to change your major when you are almost through and will not tell you there would be a chance that you as the student will run out of any financing and then not even tell you this until a couple of months before graduation and inform you that you owe the school money so can not complete your last class until that is paid for. With only one last class to do in order to get my degree, they still will not give me any financing to assist so that I can finish the last class and informing me they could increase my payment which I am unable to do financially so am stuck and have 21 more months to pay what I owe. I will probably not want to get my degree after all that time so I advise anyone who wants to go to this school to check them out first and make a different choice.

June 5, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted]
On April 29, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com).  The concerns regarding your academic dismissal raised to the Revdex.com on May 30, 2014, mirror the concerns received by the University on April 29, 2014. The University conducted an investigation into these same concerns, and on May 28, 2014, the University issued its response to you.
The University recognizes that the information you received from your Student Advisor may have caused some confusion regarding the University’s rationale for denying the appeal.  Please note, as stated in the University’s May 28, 2014 response, in addition to your satisfactory completion rate, the appeal committee considered your grade point average (GPA), explanation of academic performance, evidence of success, and action plan. 
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience.  If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact [redacted], or at [redacted]
I wish you all the best in your future endeavors.
Best regards,
[redacted]
Associate Director of Student Conflict Management
for Ashford University