Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[AU has still neglected to present me with any of the evidence they claim to have. The resolution is not sufficient as they did not address anything in the letter... it was a basic form letter. In my complaint I stated that as part of the resolution I wanted them to forward documentation (other than just them saying people contacted me, or that FA funding could only be used a certain way) showing that I was dutifully notified of the open balance and 100% aware of it prior to being forwarded to collections, documentation supporting the reason new FA funding cannot be used, and documentation showing the [redacted] had called me after emailing me saying I was "all set" and told me I was not and that he misspoke. None of these things were included in the letter you have forwarded to me. The resolution I seek is for AU to either allow the use of new FA funding to cover the balance and allow me to complete my degree while also providing a letter that I can use to clear the collections from my credit report or to provide clear documentation supporting the evidence they claim to have against me.]
Regards,
[redacted]
September 26, 2016
size="3">
[redacted] [redacted]
Dear [redacted]
On September 7, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within this complaint, you alleged:
This company has charged me for loans that seem to have been falsified. The money that is considered my debt is left over from 3 loans of $1980, $1176, and $990. Ashford says that those loans were refunded to the servicer when I failed 2 courses. The US Dept of Education and the loan servicer, [redacted], have both said to me that they have no record of any loans originated in those amounts and no record of any refund. They do have record of 3 loans applied for on my behalf by Ashford, but originating in the amounts of $0, $0 and $562. Ashford has no record of these amounts and will not acknowledge them. I have called Ashford and complained, I have filled out their dispute form and been referred to their grievance center and promised to be contacted in the days following, with no such contact being made. I've tried to call them after that and been led to a voicemail message and no return call. This debt is now on my credit report as a debt owed after being sent to collection and they are withholding my transcript preventing me from gaining entrance to any other institution.
In your complaint, you listed the following as the resolution you seek:
“I would like this debt to be removed from my credit, my transcript to be released and this university/company to be investigated for their shady business practices.”
The following information details the findings of the investigation.
On August 30, 2012, you completed, electronically signed and submitted the University's online application for admission (OAP) to the Bachelor of Arts in Journalism and Mass Communication degree program. In 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).
Regarding Your Enrollment
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 student is defined as when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks of instructional time (Attachment B).
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 B). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year.
From September 18, 2012, to January 14, 2013, you successfully completed one (1) course and unsuccessfully completed two (2) courses during your first payment period (Attachment C). During this time, the University billed your student account a net total of $5,797.05; received and applied $1,733 in federal subsidized loan funds, $2970 in federal unsubsidized loan funds, $300 in federal supplemental educational opportunity grant funds, and $2,775 in Pell grant funds. On December 4, 2012, per federal regulation, the University issued $1,418.72 of credit balance funds directly to you (Attachment D). January 21, 2013 was your last date of recorded attendance at the University because you did not adhere to the University’s Attendance Policy (Attachment E).
The University’s 2012-2013 Academic Catalog states that upon withdrawal from a degree program, the University must complete a Return of Title IV Funds (R2T4) calculation to determine how much aid the student earned while enrolled and how much aid must be returned to the Federal Student Aid Program (Attachment F). The portion of Title IV funds a student is allowed to retain is calculated on a percentage basis by comparing the total number of days completed before the student withdrew from the program to the total number of days in the payment period (Attachment F).
On February 4, 2013, the University’s Financial Aid Office completed the R2T4 calculation and determined that you did not earn all of your 2012-2013 subsidized and unsubsidized loan funds, therefore, the University returned $1,176 of subsidized financial aid funds and a total of $2,970 of unsubsidized financial aid funds to the Federal Student Aid Program (Attachment D). Your student account balance due at the end of your first academic year was $2,858.24 (Attachment D).
On June 5, 2013, per your request, you re-entered in your Bachelor of Arts in Journalism and Mass Communication degree program. On June 11, 2013, you began the fourth course of the payment period. On July 8, 2013 you were officially withdrawn again due to the Attendance Policy (Attachment E).
On July 23, 2013, the University’s Financial Aid Office completed the R2T4 calculation and determined that no additional funds needed to be returned to the Federal Student Aid Program. Your final enrollment student account balance due is $3,583.77 (Attachment D).
The investigation reveals that financial aid funds were disbursed accordingly to your student account. The investigation reveals that unearned funds were returned to the Federal Student Aid Program.
Regarding the Student Dispute Resolution Center
On August 12, 2016, the Student Dispute Resolution Center received your complaint. According to the Student Dispute Resolution Procedure Policy (Attachment G), if the complaint is eligible for review by the Center and all required information has been submitted, the complaint will be assigned to a case handler within three (3) business days of receipt of the complaint. On August 16, 2016, your complaint was assigned to Step II of the Grievance process. Step II can take up to thirty (30) business days following receipt of the complaint to complete.
During the investigation, the Student Dispute Resolution Center was notified by the Revdex.com that you submitted a complaint with their office for the same concerns as the abovementioned complaint. On September 8, 2016, you were sent an email by your assigned case handler informing you that a response will be issued directly to the Revdex.com and your formal grievance will be closed.
Regarding Your Transcripts
The University’s 2012-2013 Academic Catalog states: “The University reserves the right to cancel the registration of any student whose account is delinquent. Diplomas or certificates will be withheld, graduation participation will be delayed, and transcript of semester credits will not be forwarded to another institution or potential employer until all accounts with the University are paid in full” (Attachment H).
Conclusion
The University maintains that financial aid funds were disbursed to your student account in accordance with University policy. The University maintains that unearned financial aid funds were returned to the Federal Student Aid Program. You are encouraged to contact [redacted] at [redacted] to resolve the balance.
It is always the intention of Ashford University and its employees to provide excellent student services and a positive learning experience. If you would like to further discuss this matter, please contact me directly at [redacted], or at [redacted]
Sincerely,
[redacted]
Student Dispute Resolution Specialist II
for Ashford University
Encls. /8/ Attachment A, Online Application for Admission
Attachment B, Financial Aid Specific to Undergraduate Degree Programs
Attachment C, Degree Progress Report
Attachment D, Ledger Card
Attachment E, Attendance Policy At...⇄ F, Return of Title IV Funds Policy At...⇄ G, Dispute Resolution Procedure for Student Complaints
Attachment H, Terms of Billing and Payment
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
class="MsoNormalCxSpMiddle">October 7, 2014
[redacted]
Dear [redacted]
On September 10, 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 this response to the Revdex.com.
Please accept this letter as our response to your Revdex.com Complaint.
In your complaint, you alleged that:
· “I attended this online school for one semester, I completed and pass the class. When I was signing up to take one class no one ever took the time to explain to me that I would be charged a fee if I didn’t take classes that next semester. I didn’t take classes that next semester I went to a different school. This was in 2010 when I was enrolled as a student, no one has contacted me about the pass bill at all. I could have tried to get the issues resolved 4 years ago. In December of 2013 I get a call form a collection agency saying I owe the school $1800.00. I asked the collection agency who I need to get in contact with to solve the issue. I called the school they gave me the email of the person I need to contact. As of today I haven’t not received a response after several attempts. I was wondering if you all could please help me with this issues. Thanks.”
The following is the resolution you are seeking:
· “I would like the account removed from collections and off my credit report and get a refund for the payments I have been making on the account.”
The University conducted an investigation of your concerns. The following information details the findings of the investigation.
Regarding your account balance due
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 (40) weeks of instructional time (Attachment A, Financial Aid Policy).
[redacted]
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. This 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.
On November 20, 2009, the Financial Aid Office packaged your first academic year financial aid based on your estimated course schedule from October 27, 2009, to August 16, 2010. By e-mail message on the same date, the University sent you an award letter that indicated the estimated dates and amounts of financial aid you were scheduled to receive for your first academic year as follows:
· Subsidized loan in the amount of $3500
· Unsubsidized loan in the amount of $2000
· Pell Grant in the amount of $5350
On November 30, 2009 and December 1, 2009, financial aid funds for your first payment period of your first academic year disbursed to your student account in the following amounts:
· $1723.75 subsidized loan funds
· $985 in unsubsidized loan funds
· $2675 in Pell Grant (Attachment B, Ledger Card).
On December 21, 2009, the University issued you excess funds by stipend check in the total amount of $43.73 (Attachment B, Ledger Card).
From October 27, 2009, to November 30, 2009, you successfully completed one (1) course, EXP 105. From December 1, 2009, to January 11, 2010, you unsuccessfully completed one (1) course, ENG 121. You attended ENG 121 through the fourth week, on January 11, 2010. Tuition and fees for these two courses posted to your student account in the amount of $3114 (Attachment B, Ledger Card).
On February 18, 2010, you requested to be withdrawn from the University with a last date of attendance of January 11, 2010.
Upon withdrawal from a degree program, the University must complete a Return of Title IV Funds (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 programs (Attachment C, Return of Title IV Funds Policy). On March 1, 2010, the University completed the R2T4 calculation and determined that $736.85 in Pell Grant, $985 in unsubsidized loans and $1723.75 in subsidized loans needed to be refunded to the lender from your first payment period of your first academic year. The financial aid loan funds for your second payment period in your first academic year were cancelled. On March 3, 2010, the University refunded $3445.60 to the lender. (Attachment B, Ledger Card).
The following summarizes your account balance due:
· Tuition and Fees: $3114
· Financial Aid Disbursed: $5383.75
· Stipend: $43.73
· Refund due to R2T4: $3445.60
· Account balance due: $5383.75 - $3445.60 - $3114 -$43.73 = $1219.58 (Attachment B, Ledger Card).
Collections Attempts
Our records show that from July 15, 2010, to February 14, 2013, 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 July 15, 2010, 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 July 31, 2010, [redacted] called you and left a voicemail message;
· By e-mail message on August 4, 2010, [redacted] advised you that you had an outstanding balance due and notified you that the failure to make repayment arrangements within five (5) days may result in late fees;
· On August 11, 2010, [redacted] called you and left a voicemail message;
· On August 24, 2010, [redacted] called and left you a voicemail message;
· By e-mail message on November 4, 2010, Collections Manager [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 November 14, 2010, [redacted] called you and left you a voicemail message.
Because you never responded to our requests, on February 14, 2013, your student account balance due in the amount of $1219.58 was referred to an external collections agency, ERS.
During this time, on October 7, 2010, you spoke with University representative [redacted] regarding reentry. [redacted] advised you that the University needed a carryover statement before you could reenter. The carryover statement included information regarding your account balance due, and the requirement to submit a written request acknowledging you had an account balance due and that you intended to pay it off by the end of your fourth course in your next academic year. You did not reenter the University, and you did not sign the carryover statement.
On January 17, 2014, you spoke with a University representative who explained the R2T4 process to you, and how it may result in an account balance due.
On August 27, 2014, you spoke with a University representative via live chat regarding financial aid information. However, you were unable to verify your student information, and therefore, the representative could not release your information based upon our compliance with FERPA.
On August 28, 2014, the University sent you an email with your student identification information. Our records did not show that you attempted to contact the Collections Department regarding your account balance due following receipt of your student identification information.
Conclusion
Based on the above information, your account balance due is accurate and is a result of the R2T4 calculation as you did not earn all of your financial aid in your first payment period of your first academic year prior to your withdrawal. If you have additional questions regarding your account balance due, please contact Collections Representative [redacted] at [redacted]
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 this response, please contact me 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. /3/ Attachment A, Financial Aid Policy
Attachment B, Ledger Card
Attachment C, R2T4 Policy
cc: Revdex.com
Revdex.com of San Diego
4747 Viewridge Ave Suite 200
San Diego, CA 92123
On June 2, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The concerns regarding your attendance postings in your courses raised to the Revdex.com on June 2, 2014, mirror the concerns received by the University on April 14, 2014. The University conducted an investigation into these same concerns, and on May 13, 2014, the University issued its response to you.
Please note, as stated in your May 13, 2014, response, according to University policy, attendance 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 exam.
As stated in your May 13, 2014, response, the investigation revealed that you posted attendance and earned unsuccessful grades in the following coursework:
· SOC 315
· SOC 315
· EDU 360
· PSY 370
· EDU 321
Please see attached a copy of your assignment postings in each of the above-mentioned courses (Attachment A, Course Postings from November 2010 to January 2012). As evident in the attached coursework, the investigation revealed that you participated in an academic activity in each of the abovementioned classes past the time in which you would be eligible for a tuition refund and are therefore responsible for the cost of each course.
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.
Best regards,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
The Family Educational Rights and Privacy Act (20 U.S.C. § 1232g; 34 CFR, Part 99) prevents University personnel from communicating confidential information...
about a student's record to a third party without written consent from the student. In order to comply with and to allow for communications pursuant to this act, a student must execute an Authorization to Release Student Records Form. Once completed, the student should then submit the Authorization Form to [redacted] and our department will ensure that it is processed in a timely fashion.
As of the date of this letter, the University has not received [redacted] completed Authorization Form and is unable to issue its response to the Revdex.com. The University issued its response directly to [redacted] by U.S. mail on May 6, 2014.
Should [redacted] submit the Authorization Form in the future, the University will forward a copy of its response to your office. If you have any questions, please feel welcome to contact me at [redacted] or at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The Rebuttal:
I [redacted] expected excellence service from Ashford University and I did not get it. I was told that this university was a great school and if I had a issue, I can complaint regardless of what the situation was. But, apparently it was not true. If you complaint against the staff they would protect eachother, whether if they are wrong or right. If I known that the faculty were unfair and not nice when communicating with me. I would have never came to the school. But you don't know until a bad situation occur, like this one. I is a shame that alot of these online universities are out to get the money, and they don't care about the students concerns. They bait you in first, and saying that you will be happy going to their school and all it is a big lie. I'm a very good student that make great grades. I did not realize that I was going to get caught up in a class where a instructor would treat me unfairly and crude, just because I was in his class. He claimed, that I did not follow his instructions on an assignment, and he failed me, my grade dropped to 54%. At that time I felt he discriminated against me because of my race. I was forced to withdraw from the course, and that is why I feel that the university should not charge me $619.00 to pay for that course. It was unjustified and wrong on how the instructor treated me in the class. And it is definitely wrong for this university to deny my allegations, when it is the truth. I have never drop out of a course at the other university. I was able to finish the course without any major problems.
The administrator [redacted] have only stated that I told [redacted] that I told him that I just wanted to withdrew from the course. She did not tell the whole truth about our converstation on the phone. She left out alot of information and that again it not right. I called [redacted] and explain to him that the instructor failed me. He told me that he will put me in another class, but the same course which is Eng 125 immediately and he did. I was able to pass the course, but I did struggle with the instructor [redacted] as well. I believe they have some real bad instructors that it out to fail the students. But anyhow, [redacted] needs to to tell the whole truth about all telephone converstations. Are better yet she needs to present all recordings of me and her staff in telephone conversations. And that is how the Revdex.com will really find out the honest truth on what happen in my situations with [redacted]. This university has all of the recordings and should be requested immediately. In this university response is only saying that I been advised if I withdraw from Eng 125 I would be responsible for paying $619.00. They are covering other information to protect themselves, because they are afraid of being caught in a lie. When I was trying to explain to the faculty about my problem about instructor [redacted]. They did not care about what I was saying about him and they went against me. The words that they were only saying were if you drop out you will have to pay for the course and that is all.
Sometimes, I feel like I should have not file a complaint against the instructor, because it would have not did me any good. They just would have went against me instead of the instructor. Again, they will always protact eachother, whether they are wrong are right. This university is recieiving funds from the student aid or governement for my education. And the student should be treated very well from the faculty of the university. If a student is complainting against the instructor are staff they should listen and not think that the student is lieing about anything. I have no reason to lie to no one at the university, I'm very truthful. I believe the truth will come to light. [redacted] contacted me last week, pretending that she wanted to know what happen between me and the instructor. If I knew that she was not going to contact me after she investigated on the issue I would have never told her nothing on the phone. After I spoke to the adminstrator, the next day I got this negative response from Ashford University. I have some emails of the communication between me and the instructor, and I'm willing to present it if necessary.
In conclusion, this university should show all proof of telephone conversations and stop trying to hide information to protect themselves. I should not have to pay $619.00 due to the fact the instructor failed me in the wrong which force me to withdraw from his class. I was being treated crude by the instructor and faculty, something needs to be done about their negative behaviors which showed discrimination. The faculty still expected me to stay in the class regardless of the stress and headaches the instructor brought me through.
On April 30, 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 process. In your complaint, you allege the following:
“I started classes here in August of 2014. I signed up for financial Aide [sic] and now they keep calling me and emailing me saying that I owe them money because I withdrew from my classes. However I called them a couple of months ago and told them that I had a daughter that started having seizures and I was back and forth to the dr with her and also I had a son that had two surgeries in a 3 month time frame. The guy that I spoke with was very rude his name was [redacted]. He would not let me speak with a supervisor and he hung up on me. I also explained that I am a single mother of 4 and can not [sic] afford to play 6,000.”
The University conducted an investigation of your concerns. The following information details the findings of the investigation.
Federal Student Aid Verification
Per the University’s Academic Catalog, the federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the Free Application for Federal Student Aid (FAFSA). The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitled. A subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment A).
If a student is selected for verification, the Financial Aid Office notifies the student of required documentation. The student (and parents(s) of dependent students), are required to provide appropriate and legible supporting documents to the Financial Aid Office. Depending on the category selected, one or more of the following documents may be requested: Verification Worksheet; IRS Tax Return Transcript or use of IRS Data Retrieval Process; Documentation of Supplemental Nutrition Assistance Program (SNAP), if applicable; Documentation of child support paid, if applicable; Documentation of other untaxed income, if applicable; Verification of high school completion (or equivalent), if applicable; and Identity and Statement of Educational Purpose, if applicable (Attachment A).
Please note that additional documents may be requested at the Financial Aid Office’s discretion. Participation in the verification process is not optional (Attachment A).
On August 11, 2014 you completed and submitted your 2014-2015 FAFSA.
On September 9, 2014 you began your first course in your Associate of Arts in Early Childhood Education degree program, EXP 105.
Between September 10, 2014 and November 13, 2014 the University’s Financial Services department notified you by telephone and e-mail message that your W-2’s and the Verification of Household Resources Independent Worksheet were needed in order for you to be packaged for financial aid funds for your first academic year.
On October 22, 2014 Financial Services Re-entry Specialist [redacted] told you that you could not be packaged for financial aid funds until your W-2’s and the Verification of Household Resources Independent Worksheet were submitted. In the same conversation, you asked [redacted] if you would owe an out of pocket expense for tuition and fees incurred and [redacted] told you that the University was trying to collect the documents from you so you would not owe an out of pocket expense.
On November 20, 2014 a University Financial Services Advisor notified you that your Verification of Household Resources Independent Worksheet that you submitted was missing your signature. You were advised to sign and resubmit the document.
On December 2, 2014 Financial Services Advisor [redacted] notified you that the Verification of Household Resources Independent Worksheet was completed incorrectly and it was still needed in order for you to be packaged for financial aid funds. [redacted] also told you that your W-2’s were still needed and that once you obtained the documentation you could send them directly to him for processing. On December 8, 2014 the University‘s Financial Aid Office approved your W-2’s.
Between December 11, 2014 and March 5, 2015 the University’s Financial Aid Office continued their efforts to contact you by telephone and e-mail message to retrieve the Verification of Household Resources Independent Worksheet from you in order for you to be packaged for financial aid funds for your first academic year.
On March 7, 2015 you were administratively withdrawn from the University for failure to meet the attendance requirements.
The investigation did not reveal that you submitted the Verification of Household Resources Independent Worksheet. Therefore, you were not packaged for financial aid funds for your first academic year. As you were not packaged for financial aid funds for your first academic year, you incurred an out of pocket expense for tuition and fees in the amount of $6260 (Attachment B).
Name of Course
Dates of Course
Cost of Course
EXP 105
9/9/14 – 10/13/14
$1395
PSY 202
10/14/14 – 11/17/14
$1395
ENG 121
11/18/14 – 12/22/14
$1395
ENG 121
1/6/15 – 2/9/15
$680
INF 103
2/3/15 – 3/9/15
$1395
Total Cost of Tuition and Fees: $6260
Personal Hardships
Students at the University who are experiencing a medical hardship have the option to request an Academic Leave from their courses (Attachment B). In the case where a medical hardship takes place during the course(s), students may submit a Tuition Credit Request (TCR) to receive credit for the cost of the course(s) (Attachment C). In the case of a TCR, the hardship must have unexpectedly occurred during the course and directly impacted the student’s ability to continue in the course or program during the timeframe in which the course occurred (Attachment C).
Between September 9, 2014 and February 19, 2015 you successfully completed two (2) courses and unsuccessfully completed three (3) courses in your fist academic year.
During this time, from November 18, 2014 to December 22, 2014 you unsuccessfully completed your first attempt at ENG 121 with an earned grade of “F.” On December 31, 2014 Student Advisor [redacted] notified you of your unsuccessful grade in your ENG 121 course.
On January 1, 2015 [redacted] asked you about your most recent course grade. In the same message, [redacted] advised you that if you received an unsuccessful grade due to an unexpected life circumstance and/or family emergency to contact her to discuss possible options. On the same day, you responded to [redacted] and told her that you were experiencing several family issues with your children. On January 5, 2015 [redacted] left you a voicemail message and sent you an e-mail message that notified you that she had been out of the office. On the same day, you told [redacted] that that you had been trying to reach her about your previous ENG 121 course and the payment. On January 7, 2015 [redacted] notified you that she wanted your specific weekly availability to set up a telephone appointment. [redacted] attempted to reach you by telephone that same day and left you a voicemail message.
On January 6, 2015 you began your second attempt at ENG 121. On January 23, 2015 [redacted] issued you an attendance warning notification as you had not met the University’s attendance requirements. On January 26, 2015 Readiness Advisor [redacted] notified you that if you did not post attendance in your course by January 31, 2015 you would be withdrawn due to the University’s attendance policy. In the same e-mail message, [redacted] asked you if you needed to request a break for your courses.
The following day, on January 27, 2015, you told [redacted] that you wanted to withdraw from your second attempt at ENG 121. [redacted] advised you of the 50% course charge as you had posted attendance in week two (2) of the course and she told you to stop posting attendance in the course. [redacted] additionally advised you of the third consecutive unsuccessful grade policy. [redacted] also sent you the steps to take to complete the Tuition Credit Request form in your Student Portal. On the same day, you told [redacted] that you had difficulty access the Tuition Credit Request Form.
On January 28, 2015 you submitted an Academic Leave Request and it was approved on the following day. On January 31, 2015 you were withdrawn from your course and earned a grade of “W.”
On February 2, 2015 [redacted] told you to try a different internet browser to access the Tuition Credit Request form. On the following day, [redacted] asked you if you were able to access the form. On the same day, you told [redacted] that you were trying to submit the form but the form required documentation. On February 4, 2015 [redacted] told you that supporting documentation would be beneficial for consideration of your Tuition Credit Request.
On February 3, 2015 you began your INF 103 course. On February 19, 2015 you told [redacted] that you were having difficulty and may need to withdraw from your course. On February 23, 2015 you asked if you could change to a different course. On February 26, 2015 [redacted] advised you that INF 103 was required for all degree programs.
On March 3, 2015 you told [redacted] that you wanted to change your degree program. On the same day, [redacted] advised you of the steps to change your degree program and she also told you that three (3) consecutive unsuccessful grades will result in dismissal from the University.
On March 7, 2015 [redacted] notified you that you were withdrawn from the University due to not meeting the University’s attendance policy.
Your last day of recorded attendance at the University was February 19, 2015.
The investigation did not reveal that the University received a Tuition Credit Request form or documentation of your personal hardship during your enrollment.
Dismissal
Per University policy, students who earn three consecutive unsuccessful grades at the University will be academically dismissed. Unsuccessful final grades include the following: F, W, WF, or in an Introductory, General Education Competency, or General Education Capstone course, D+, D, or D- (Attachment D).
On March 11, 2015 the University Registrar notified you that you had been dismissed from the University due to three (3) consecutive unsuccessful grades.
On March 17, 2015 you asked [redacted] if you could change your degree program. On the same day, [redacted] told you that you had been dismissed from the University.
The investigation revealed that you were dismissed from the University in accordance with University policy.
Conclusion
Based on the above noted facts, the University will credit your student account balance due in the amount of $3470, which represents the cost of tuition and fees associated with your attempts at ENG 121 and INF 103. This will reduce your student account balance due to $2790, which you are responsible for setting up a repayment arrangement for.
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. /5/ Attachment A, Financial Aid Verification
Attachment B, Ledger Card
Attachment C, Tuition Credit Request
Attachment D, Dismissal
Attachment E, Presidential Appeal Policy
*Attached and in the 2014-2015 Academic Catalog you will find information about the Presidential Appeal Policy.
June 27, 2014
[redacted]
Dear [redacted]
On May 14, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). On May 15, 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 supplemental response to the Revdex.com.
The concerns regarding your withdrawal from Introduction to Literature (ENG 125) raised to the Revdex.com on June 19, 2014, mirror the concerns received by the University on May 14, 2014. The University referred the correspondence received on May 14, 2014 to the Office of Student Grievance Resolution to be addressed through the formal grievance process for students. The University conducted an investigation into these same concerns, and on May 28, 2014, the University issued its response to you.
In your complaint, you alleged that your Student Advisor did not advise you that if you withdrew from Introduction to Literature (ENG125) you would be responsible for fifty percent (50%) of the course.
As stated in the University’s May 28, 2014 response, the University denies your allegation as the investigation did not reveal your Student Advisor did not advise you that if you withdrew from Introduction to Literature (ENG 125) you would be responsible for fifty (50%) of the cost of the course.
Your new allegation regarding discrimination on the basis of race will be addressed separately through the Office of Student Grievance Resolution’s formal grievance process for students.
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 your new allegation, please contact [redacted] at [redacted], or at [redacted]
I wish you all the best in your future endeavors.
Kind Regards,
[redacted]
Office of Student Grievance Resolution
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This response from Ashford University is completely irresponsible and is simply not truthful. Ashford University has made irrational and untruthful claims & I have documentation to support my claims. My evidence was sent to me from Ashford University staff. The truth is that [redacted] is a liar and so is [redacted] who have provided very little evidence to support their premise that this was not a "Fraudulent Charge." It is a "Fraudulent Charge." From August 2015 to as recently as March 2016 I have made at least ten attempts to resolve this debt with the Ashford Universities collections department. They're dishonest in their response and we feel this complaint needs to be escalated to the proper authorities to see that the guilty parties be held accountable.
We feel that [redacted] is responsible for most if not all of this mess. We reached out to him previous to re enrolling to Ashford University in August 2015 to discuss a range of issues that he simply overlooked because he is incompetent. We also feel that [redacted] should be held accountable for all of the dishonest statements made by his staff as well as all miscommunication's and lies surrounding this matter. Please advise. We have tried to speak to several key people at Ashford University, but to be honest they're impossible to talk to as a result of their irrational bravado demeanor & ridiculous posturing regarding serious matters.
They have lied and will continue to lie. Their response addresses nothing and they cannot be spoken to because of foul behavior and extremist customer service tactics. I have tried at least ten times to resolve this through the proper channels, but [redacted] has continuously blocked any attempts to resolve this matter properly and I can prove it. We are asking that [redacted] be removed from this case or account and that he be replaced with someone with the proper communication abilities moving forward. We are requesting that [redacted] and all staff at Ashford University who continue to make false allegation against me be held accountable. We would also like to advise [redacted] that [redacted] has yet to send us any paper evidence of his claim that we owe Ashford University anything regarding this "Fraudulent" account. Please advise how the University would like to handle this complaint and resolve the matter in a prompt and very professional matter. ]
Regards,
[redacted]
On June 3, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The concerns regarding the Bachelor of Arts in Criminal Justice degree program raised to the Revdex.com on June 3, 2014, mirror the concerns received by the University on May 12, 2014. The University conducted an investigation into these same concerns, and on May 16, 2014, the University issued its response to you.
Regarding your withdrawal from the University on September 30, 2013, Student Advisor [redacted] sent you an e-mail message advising you that due to your unsuccessful grade in your ENG 121 course, your last date of attendance was September 12, 2013. [redacted] advised you that you were therefore at risk of being withdrawn from the University because you had not posted attendance in a fourteen (14) consecutive day period per University policy.
On September 30, 2013, you were withdrawn from the University per the University’s attendance policy.
By e-mail message on October 4, 2013, Student Advising Manager [redacted] advised you that you were withdrawn for failure to post attendance in a course in a fourteen (14) consecutive day period per the University’s attendance policy. On November 19, 2013, you reentered the University.
The investigation did not reveal that you changed your degree program and signed a new Online Application for Enrollment for the Bachelor of Arts in Criminal Justice degree program. In addition, as stated in the University’s May 16, 2014, response, the University maintains that in order for a student to be eligible to change degree programs from an Associate of Arts degree to a Bachelor of Arts degree, a student must have earned a minimum of eighteen (18) credits at Ashford University and be in good academic standing The University maintains your concerns regarding the Criminal Justice degree program were addressed in the University’s May 16, 2014, response letter.
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] extension [redacted], or at [redacted]
I wish you all the best in your future endeavors.
Best regards,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.-------- Original Message --------Subject: Re: Your Revdex.com ComplaintFrom: [redacted] <[redacted]To: [redacted] <[redacted]CC:1. My academic advisor was changed several times , my admission counselor was okay. It was academic advisors they didn't advise me at all , First couple weeks in Early Childhood Education was okay, then I want to change my major to Criminal Justice one academic advisor [redacted] he changed then the university dropped me that's why I stopped attending the first time.2.) The mis guidance was when I first inquired about the courses I was told they offer criminal justice and then they don't . I never received a timely reply from any representatives from the school unless it was about financial aid. Trying to Contact an instructor even worse , you may not get a reply at all. This was an unfortunate event for me and I would never make that mistake again . Then I get[redacted] as advisor even worst no guidance at all or then they had me between two majors , totally messed up my plans and I wasted a lot of time that I'm set back an entire year .
On July 13, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within that complaint, you alleged the following:
I transferred from Ashford to another university. I was notified by my current university that I needed my transcripts sent over from Ashford. I cannot access my account because of the holds. I called and was told that I owe Ashford 12, 855.14 and this amount has to be paid in full. I asked to have a copy of my ledger card and they emailed it to me. After reviewing it I do not understand where they are getting this amount from. My loans are from the government and are therefore a debt until I graduate from college. After graduation I am allowed six months before I have to start repayment of my loans to the government. I do not pay Ashford directly because my loans come from the government. No one has been able to tell me where these charges come from expect that I did not pass three of the seven classes I was taking. My understanding is that if I would have stayed with Ashford and after graduation I would still owe them money which isn’t true. When they sent my loans back to the government the government sent those loans to my current university. I shouldn’t have any balance with Ashford.
In your complaint, you listed the following as the resolution you seek:
“I would like to see this balance adjusted to the correct amount which should be zero.”
The following information details the findings of the investigation and addresses your resolution request.
On June 10, 2015, you completed, electronically signed and submitted the University's online application for admission (OAP) to the Bachelor of Arts in Early Childhood Education degree program. In 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 A).
Regarding your student account
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 student is defined as to when the student successfully completes eight (8) courses totaling twenty-four (24) units within the forty (40) weeks of instructional time (Attachment B).
There are two payment periods in each academic year. Under the non-term based system, student s 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 B). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year.
The University’s 2014-2015 Academic Catalog states the following regarding Verification for Federal Student Aid Eligibility:
The federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the FAFSA. The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitled. A subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment C).
The student (and parent(s) of dependent students), are required to provide appropriate and legible supporting documents to the Financial Aid Office. Depending on the category selected, one or more of the following documents may be requested: Verification Worksheet; IRS Tax Return Transcript or use of IRS Data Retrieval Process; Documentation of Supplemental Nutrition Assistance Program (SNAP), if applicable; Documentation of child support paid, if applicable; Verification of high school completion (or equivalent), if applicable; and, Identity and Statement of Educational Purpose, if applicable. Please note that additional documents may be requested at the Financial Aid Office’s discretion (Attachment C).
On July 1, 2015, the University received an Institutional Student Information Report (ISIR), which indicated a selection for verification. (Note: An ISIR contains processed student information reported on the Free Application for Federal Student Aid (FAFSA), as well as key processing results and National Student Loan Data System (NSLDS) financial aid history information. ISIRs are sent electronically to schools by the Central Processing System (CPS)).
The University’s Financial Aid Office told you that you needed to submit the requested documents, including your 2014 Tax Transcript and your parents 2014 Tax Transcript.
From July 28, 2015, to March 28, 2016, you successfully completed four (4) courses and unsuccessfully completed three (3) courses. Tuition and fees posted to your student account in the total amount of $10,010.49.
During this time, you submitted all requested documents to complete the verification process and the University approved the submitted documents on September 29, 2015. Between October 6, 2015, and January 19, 2016, financial aid funds were disbursed to your student account in the total amount of $14,297. On January 26, 2016, the University issued you credit balance funds in the total amount of $2855.14, bringing your student account balance to zero (Attachment D).
On February 3, 2016, the University received an updated ISIR, which also indicated a selection for verification. On various dates between February, 17, 2016, and March 3, 2016, a University Financial Aid Office representative told you that you needed to submit a Student Statement to clarify your parent’s household size because you were a dependent student.
On March 4, 2016, because you did not submit the requested Student Statement to complete verification, the University’s Financial Aid Office returned financial aid funds to the Federal Student Aid Program in the total amount of $14,297 (Attachment D). Your student account balance due at the end of your first academic year was $12,865.63 (Attachment D).
On August 9, 2016, the Financial Aid Office determined that its February/March 2016 request for additional verification documents from you was not needed as the documentation you had previously provided was sufficient to complete verification.
Conclusion
Based on the above, the University regrets any inconvenience caused by the refund of federal financial aid from your student account. The University will credit your student account the amount of $8572.99, which represents the amount of financial aid applied toward successfully completed courses and credit balance funds earned during your enrollment. You are financially responsible for the remaining balance due in the amount of $4292.64, which represents the cost of tuition and fees for the three (3) unsuccessfully completed courses.
Please note that the amount owed to the University is separate from your federal student loans. You are encouraged to contact Collections Specialist [redacted] at Department at [redacted] or [redacted] to discuss repayment options.
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 further discuss this matter, please contact me at [redacted] or at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Dispute Resolution Specialist III
for Ashford University
Encls. /4/ Attachment A OAP
Attachment B Financial Aid Policy
Attachment C Verification Policy
Attachment D Ledger Card
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Of course the college doesn’t want anything to deter their decision however, this is unjustified on the college part, and I understand the dedication to faculty and not students. Thank you, I need legal counsel because I have invested too much into education without people treating like I'm stupid. It's about money;
February 22, 2016[redacted]
Dear [redacted]On January 27, 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 2 different ledger cards with 2 different balances, I owe them approx 500.00 dollars they claim it's 800.00 they refuse to audit my payments that I have made. I am constantly transferred to differentdepartments and people and I get a different story every time. I also get different amounts they say I owe.
Most of the time when I call in I get discontented and have to call back and start all over again. They are holding my degree and I cannot apply for jobs. I have already lots two potential job offers because theyrefuse to issue my degree. I have made my payments on time and now I am in the collections department.
You stated the resolution you are seeking is for the University to guarantee that when you pay the remaining balance due you will receive your diploma.
Thank for you allowing the University sufficient time to investigate and prepare the following response.
Regarding Your Student Account Balance Due
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 student is defined as when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks ofinstructional time (Attachment A).
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) creditsand 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 seconddisbursement (Attachment A). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attemptsare needed to successfully complete eight (8) courses to finish the academic year.
First Academic Year
On December 16, 2009, the University packaged your financial aid for your first academic year. From January 5,2010, to May 25, 2010, financial aid funds disbursed to your student account in the total amount of $14,707.50(Attachment B).
From February 5, 2010, to July 13, 2010, the University issued you stipend checks in the total amount of $5005.50(Attachment B).
From December 1, 2009, to September 20, 2010, you successfully completed eight (8) courses in your first academicyear. Tuition and fees posted to your student account in the total amount of $9702 (Attachment B).
The following summarizes the calculation of your account balance due at the end of your first academic year:
• AY1 Tuition and Fees: $9702• AY1 Financial Aid Disbursed: $14,707.50• AY1 Stipends: $5005.50• AY1 Total account balance due: $14,707.50 - $9702 - $5005.50 = $0.00 (Attachment B).
Second Academic Year
On October 20, 2010, the University packaged your financial aid for your second academic year. From November 2,2010, to March 15, 2011, financial aid funds disbursed to your student account in the total amount of $15,998(Attachment B).
From November 19, 2010, to June 2, 2011, the University issued you stipend checks in the total amount of $6422(Attachment B).
From September 21, 2010, to July 11, 2011, you successfully completed eight (8) courses in your second academic year (Attachment B). Tuition and fees posted to your student account in the total amount of $9576 (Attachment B).The following summarizes the calculation of your student account balance due at the end of your second academic year:
• AY2 Tuition and Fees: $9576• AY2 Financial Aid Disbursed: $15,998• AY2 Stipends: $6422• AY2 Total account balance due: $15,998- $9576- $6422= $0 (Attachment B).
Third Academic Year
On August 17, 2011, the University packaged your financial aid for your third academic year. From September 6,2011, to February 14, 2012, financial aid funds disbursed to your student account in the total amount of $17,990(Attachment B).From September 15, 2011, to April 27, 2012, the University issued you stipend checks in the total amount of $7049(Attachment B).
From July 12, 2011, to July 23, 2012, you successfully completed eight (8) courses in your third academic year andunsuccessfully completed two (2) courses (Attachment B). Tuition and fees posted to your student account in thetotal amount of $12,228.19 (Attachment B).
By e-mail message on July 16, 2012, Student Advisor [redacted] advised you that due to your unsuccessful grades in your third academic year, you would have an account balance due. [redacted] advised you of the need to set uprepayment arrangements.
By telephonic conversation on July 20, 2012, [redacted] advised you she would send you a repayment plan form with the first payment due by August 30, 2012.The following summarizes the calculation of your student account balance due at the end of your third academic year:
• AY3 Tuition and Fees: $12,228.19• AY3 Financial Aid Disbursed: $17,990• AY3 Stipends: $7049• AY3 Total account balance due: $17,990 - $12,228.19 - $7049= $1287.19 (Attachment B).
Your student account balance due at the end of your third academic year is a result of tuition and fees not covered byfinancial aid.
Fourth Academic Year
On May 17, 2012, the University packaged your financial aid for your fourth academic year. From August 28, 2012, to April 23, 2013, financial aid funds disbursed to your student account in the total amount of $23,592 (Attachment B).From September 5, 2012, to March 12, 2013, the University issued you stipend checks in the total amount of $6790.81 (Attachment B).
From July 24, 2012, to April 29, 2013, you successfully completed four (4) courses in your fourth academic year andunsuccessfully completed one (1) course (Attachment B). Tuition and fees posted to your student account in the totalamount of $8449.02 (Attachment B).
On September 13, 2012, you made a payment to your student account in the amount of $1087.19 (Attachment B).
On March 14, 2013, your status changed to “drop/withdrawal” because you did not post attendance once in fourteen (14) consecutive days per the University’s attendance policy. As a result of your withdrawal, the University wasrequired to conduct a Return of Title IV Funds calculation (R2T4) to determine how much financial aid you earned while in attendance in your fourth academic year. On March 18, 2013, the University determined that $1600 insubsidized loans and $3465 in unsubsidized loans were required to be returned to the federal student aid program as you had not earned these funds in the second payment period of your fourth academic year (Attachment B).
On March 20, 2013, you were approved for reentry. On April 2, 2013, and April 9, 2013, financial aid funds redisbursed to your student account for the second payment period of your fourth academic year.
On May 6, 2013, your status changed to “drop/withdrawal” because you did not post attendance once in fourteen (14) consecutive days per the University’s attendance policy. On May 7, 2013, the University completed the R2T4calculation and determined that $1984 in subsidized loans and $3466 in unsubsidized loans were required to be returned to the federal student aid program as you had not earned these funds in the second payment period of yourfourth academic year (Attachment B).
By telephonic conversation on December 17, 2013, University representative [redacted] advised you that upon your reentry, as you had been out of attendance for close to 180 days, you would need to be repackaged for financialaid for a new academic year. Ms. [redacted] also advised you of your account balance due and the need to set up repayment arrangements.
The following summarizes the calculation of your student account balance due at the end of your fourth academicyear:
• AY4 Tuition and Fees: $8449.02• AY4 Financial Aid Disbursed: $23,592• AY4 Stipends: $6790.81• AY4 Refunds: $10,523• AY4 Payments: $1087.19• AY4 Total account balance due: $23,592- $8449.02- $6790.81 - $10,523 + $1087.19 = $1083.64(Attachment B).
Your student account balance due at the end of your fourth academic year is a result of tuition and fees not coveredby financial aid.
Second First Academic Year
On February 11, 2014, the University received your updated repayment plan for your student account balance due.On February 16, 2014, your reentry was approved.
On February 24, 2014, the University packaged your financial aid for your first academic year. Your financial aid was packaged for a new academic year due to you being out of attendance for over 180 days. From March 11, 2014, toAugust 7, 2015, financial aid funds disbursed to your student account in the total amount of $18,586 (Attachment B).
On March 18, 2014, the University issued you stipend checks in the total amount of $3640.96 (Attachment B).From February 18, 2014, to September 7, 2015, you successfully completed eight (8) courses in your first academic year and unsuccessfully completed three (3) (Attachment B). Tuition and fees posted to your student account in thetotal amount of $13,438.26 (Attachment B).
By telephonic conversation on January 30, 2015, University representative [redacted] advised you that you had missed payments on your repayment plan and therefore an unpaid balance hold had been placed on your studentaccount.
On March 24, 2015, yours status changed to “drop/withdrawal” as a result of the unpaid balance hold. On April 21, 2015, the University completed the R2T4 calculation and determined that $2605 in unsubsidized loans were requiredto be returned to the federal student aid program as you had not earned these funds in the second payment period of your first academic year (Attachment B).
On June 11, 2015, you made a payment to your student account. On June 14, 2015, you were approved for reentry.On August 4, 2015, and August 7, 2015, the financial aid funds re-disbursed to your student account (Attachment B).
On October 12, 2015, your status changed to “graduated.”
From February 13, 2014, to January 29, 2016, you made payments to your student account in the total amount of $2928.10 (Attachment B).
The following summarizes the calculation of your student account balance at the end of your first academic year:• AY1 Tuition and Fees: $13,438.26• AY1 Financial Aid Disbursed: $18,586• AY1 Stipends: $3640.96• AY1 Refunds:$2605• AY1 Payments:$2928.10• AY1 Total account balance due: $18,586- $13,438.26- $3640.96 - $2605 + $2928.10 = ($1829.88)(Attachment B).
The following summarizes your total account balance due:• AY1: $0• AY2: $0• AY3: $1287.19• AY4: $1083.64• Second AY1: ($1829.88)• Total account balance due: $0 + $0 + $1287.19 + $1083.64 + ($1829.88)= $540.95.
By telephonic conversation on January 20, 2016, Collections Specialist [redacted] advised you that your student ledger card was not updated to reflect the balance due and the payments applied to your account. Mr.[redacted] advised you that at that time your balance due reflected $838. On January 29, 2016, you made a payment in the amount of $297.05, reducing your balance due to $540.95.
Conclusion
The investigation reveals that your account balance due in the amount of $540.95 is accurate as a result of tuition and fees that were not covered by financial aid. University record reveals that you were notified of your studentaccount balance due.
The University and its employees strive to provide excellent student services and an excellent learning experience. If you have any additional questions, please feel welcome to contact me at ([redacted] or at[redacted]
Sincerely,
[redacted]
Student Complaint, External Relations Specialist for Ashford University
Encls./2/ Attachment A, Financial Aid Policy
Attachment B, Ledger Card
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 that the University required you to complete an identification verification process, however, you were subsequently withdrawn because you did not submit the required documentation. Upon reentry, you were advised that you were required to arrange repayment arrangements for a $5,000 account balance.
You stated the resolution you are seeking is for the University to adjust your account balance due to the original $109 before you were withdrawn, or to allow you to reenter without having to pay over $5,000.
Thank for you allowing the University sufficient time to investigate and prepare the following response.
Regarding Your Student Account Balance Due
The University’s 2015-2016 Academic Catalog states the following regarding Federal Direct Aggregate Loan Limits (Attachment A):
Dependent Undergraduate Independent Undergraduate Graduate Students Students ...⇄ Students
$31,000
$57,500
$138,500
Max Subsidized: $65,500
Max Subsidized: $23,000
Max Subsidized: $23,000
(includes undergraduate borrowing)
*A borrower who has reached his or her aggregate borrowing limit may not receive additional loans until he or she has reduced his or her
On March 28, 2013, you began your degree program. During your first academic year, you successfully completed eight (8) courses and unsuccessfully completed one (1), SOC 120. At the end of your first academic year, your account balance due in the amount of $745 was a result of your unsuccessfully completed SOC 120 course (Attachment B).
At the end of your second academic year, your account balance due in the amount of $545 was a result of your prior academic year balance for our unsuccessfully completed SOC 120 course (Attachment B). Please note, $200 of your second academic year financial aid was applied to your first academic year balance, in accordance with federal student aid program guidelines.
On September 3, 2015, University representative [redacted] advised you of your account balance due in the amount of $545 due to your unsuccessful grade in SOC 120. On the same day, you made a payment toward your account balance due in the amount of $54.50 (Attachment B). On September 9, 2015, the University approved your repayment plan with monthly payments in the amount of $54.50.
At the end of your third academic year, your account balance due in the amount of $242 was a result of your prior first academic year balance for SOC 120 (Attachment B).
By e-mail message on February 2, 2016, the University advised you that in an effort to protect your identity, the Registrar required two (2) pieces of identification. Within the email message, the University stated the documents must be received within fourteen (14) days of the request.
By telephone on the same day, University representative [redacted] called you and left a voicemail message for you. Within the voicemail message, [redacted] stated that identity documents were being requested and that they were time sensitive.
On February 17, 2016, you asked University representative [redacted] why you were withdrawn from the University. [redacted] advised you that you were withdrawn because the University did not receive your identity documents within the fourteen (14) day timeframe.
On the same day, the University completed the Return of Title IV Funds (R2T4) calculation and determined that $944.19 in a Pell Grant, $742 in subsidized loans, and $1308 in unsubsidized loans were required to be returned to the federal student aid program, as you did not earn these funds in your second payment period in your fourth academic year. On February 22, 2016, these funds were refunded in the total amount of $2994.19 (Attachment B).
At the end of your fourth academic year, your account balance due in the amount of $218 was a result of your prior first academic year balance and the R2T4 upon your withdrawal (Attachment B).
On February 19, 2016, the University received your identity documents.
On February 25, 2016, following your request to reenter the University, the Financial Aid Department conducted a review of your financial aid eligibility. The review revealed that you would reach your combined undergraduate aggregate loan limits in your fifth academic year. The total amount of financial aid you had remaining for your last academic year was $5044.19, which included Pell Grants and unsubsidized loans. The review revealed that you had seven (7) courses remaining to complete your program, and estimated cost of tuition and fees for those seven (7) courses would be $9975. As a result, you had a projected balance due of $4930.81 for your fifth academic year as a result of tuition and fees that would not be paid for with financial aid.
On the same day, University representative [redacted] advised you that the University would need a repayment plan for the estimated balance due in your fifth academic year due to reaching your undergraduate aggregate loan limits. [redacted] advised you the repayment plan could be up to fifteen (15) months.
Please note, in order to reenter the University, you will only need to resolve the current balance due in the amount of $218, and then agree to a repayment plan for the remaining estimated balance due as a result of tuition and fees not covered by financial aid due to reaching your combined undergraduate aggregate loan limits in your fifth academic year (Attachment B)
Conclusion
The investigation reveals that your account balance due in the amount of $218 is accurate as a result of tuition and fees that were not covered by financial aid and the R2T4 upon your withdrawal. As noted above, you are required to pay your remaining balance due in the amount of $218 prior to reentry, and to set up repayment arrangements for the estimated balance due for your fifth academic year.
The University and its employees strive to provide excellent student services and an excellent learning experience. If you have any additional questions, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]
Student Complaint, External Relations Specialist
for Ashford University
Encls. /2/ Attachment A, Financial Aid Policy
Attachment B, Ledger Card
class="MsoNormalCxSpMiddle">April 28, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted],
On April 23, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The University referred the correspondence received on April 23, 2014, to the Office of Student Grievance Resolution to address your concerns through the formal grievance process. In your complaint, you alleged that:
· The University continued to contact you after you decided you were not interested in pursuing a degree at the University
In your complaint, you listed the following as the resolution you seek:
· For the University to cease contacting you
Per University policy, when an individual requests no further contact from the University, the individual’s contact information is placed in the University’s Student No Further Contact database. Please note that on April 28, 2014, the University placed your contact information in its Student No Further Contact database.
The University apologizes for any inconvenience this may have caused you. As stated above, the University has taken steps to ensure that no further contact occurs.
It is always the intention of Ashford University and its employees to provide excellent services and an excellent learning experience. Please note that this response to your grievance represents a collaborative process that aligns with the description in the current Academic Catalog. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact Student Grievance Resolution Administrator [redacted] at [redacted] or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am currently reviewing the dates listed on the posted assignments. I noticed in one class that posted an introduction after an assignment. The introduction is the first thing that you get in class before you even post an actual assignment. I just really don't even trust this university because I should have received this information months ago. I am currently carefully observing the information that I just received a few days ago that I was promised over a month ago because some of the dates and assignments are just not adding up. This is not the end of it for me. I am also composing all documents, emails, and university catalog statements to provide to university president and legal counsel.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Good Morning:I am not satisfied with the decision because that is not how everything happened. When I tried to take the class that got me in this situation I was told that my account had been closed out. After I lost my child I tried numerous times to get back into class, but a rude man told me there was nothing that I could do because I could not download a form that I could only read in my email. When I went to contact him back I was told that he was no longer in charge and that my account had been turned over to collections. I had six months left to get my degree, but due to the fact that I had technical issues and lost a child I am being told that I can no longer attend and no one willing to help me out.[redacted]
Regards,[redacted]
Dear [redacted]
On March 8, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Your Revdex.com complaint received on March 8, 2016, mirrors the Revdex.com complaint received on June 2, 2014. On June 20, 2014, the University responded to your complaint providing you a detailed breakdown of your account balance due (Attachment A). In addition, the University stated that upon your request, one (1) official copy of your transcript would be released to you (Attachment A).
Following receipt of your March 8, 2016, complaint, I emailed you on March 10, 2016, and March 14, 2015, to request the address you would like one (1) copy of your official transcript to be sent. To date, the University has not received a response.
Upon receipt of your response regarding the appropriate address, the University will send one (1) official copy of your transcript to that address.
If you have any additional questions, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]
Student Complaint, External Relations Specialist
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[AU has still neglected to present me with any of the evidence they claim to have. The resolution is not sufficient as they did not address anything in the letter... it was a basic form letter. In my complaint I stated that as part of the resolution I wanted them to forward documentation (other than just them saying people contacted me, or that FA funding could only be used a certain way) showing that I was dutifully notified of the open balance and 100% aware of it prior to being forwarded to collections, documentation supporting the reason new FA funding cannot be used, and documentation showing the [redacted] had called me after emailing me saying I was "all set" and told me I was not and that he misspoke. None of these things were included in the letter you have forwarded to me. The resolution I seek is for AU to either allow the use of new FA funding to cover the balance and allow me to complete my degree while also providing a letter that I can use to clear the collections from my credit report or to provide clear documentation supporting the evidence they claim to have against me.]
Regards,
[redacted]
September 26, 2016
size="3">
[redacted] [redacted]
Dear [redacted]
On September 7, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within this complaint, you alleged:
This company has charged me for loans that seem to have been falsified. The money that is considered my debt is left over from 3 loans of $1980, $1176, and $990. Ashford says that those loans were refunded to the servicer when I failed 2 courses. The US Dept of Education and the loan servicer, [redacted], have both said to me that they have no record of any loans originated in those amounts and no record of any refund. They do have record of 3 loans applied for on my behalf by Ashford, but originating in the amounts of $0, $0 and $562. Ashford has no record of these amounts and will not acknowledge them. I have called Ashford and complained, I have filled out their dispute form and been referred to their grievance center and promised to be contacted in the days following, with no such contact being made. I've tried to call them after that and been led to a voicemail message and no return call. This debt is now on my credit report as a debt owed after being sent to collection and they are withholding my transcript preventing me from gaining entrance to any other institution.
In your complaint, you listed the following as the resolution you seek:
“I would like this debt to be removed from my credit, my transcript to be released and this university/company to be investigated for their shady business practices.”
The following information details the findings of the investigation.
On August 30, 2012, you completed, electronically signed and submitted the University's online application for admission (OAP) to the Bachelor of Arts in Journalism and Mass Communication degree program. In 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).
Regarding Your Enrollment
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 student is defined as when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks of instructional time (Attachment B).
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 B). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year.
From September 18, 2012, to January 14, 2013, you successfully completed one (1) course and unsuccessfully completed two (2) courses during your first payment period (Attachment C). During this time, the University billed your student account a net total of $5,797.05; received and applied $1,733 in federal subsidized loan funds, $2970 in federal unsubsidized loan funds, $300 in federal supplemental educational opportunity grant funds, and $2,775 in Pell grant funds. On December 4, 2012, per federal regulation, the University issued $1,418.72 of credit balance funds directly to you (Attachment D). January 21, 2013 was your last date of recorded attendance at the University because you did not adhere to the University’s Attendance Policy (Attachment E).
The University’s 2012-2013 Academic Catalog states that upon withdrawal from a degree program, the University must complete a Return of Title IV Funds (R2T4) calculation to determine how much aid the student earned while enrolled and how much aid must be returned to the Federal Student Aid Program (Attachment F). The portion of Title IV funds a student is allowed to retain is calculated on a percentage basis by comparing the total number of days completed before the student withdrew from the program to the total number of days in the payment period (Attachment F).
On February 4, 2013, the University’s Financial Aid Office completed the R2T4 calculation and determined that you did not earn all of your 2012-2013 subsidized and unsubsidized loan funds, therefore, the University returned $1,176 of subsidized financial aid funds and a total of $2,970 of unsubsidized financial aid funds to the Federal Student Aid Program (Attachment D). Your student account balance due at the end of your first academic year was $2,858.24 (Attachment D).
On June 5, 2013, per your request, you re-entered in your Bachelor of Arts in Journalism and Mass Communication degree program. On June 11, 2013, you began the fourth course of the payment period. On July 8, 2013 you were officially withdrawn again due to the Attendance Policy (Attachment E).
On July 23, 2013, the University’s Financial Aid Office completed the R2T4 calculation and determined that no additional funds needed to be returned to the Federal Student Aid Program. Your final enrollment student account balance due is $3,583.77 (Attachment D).
The investigation reveals that financial aid funds were disbursed accordingly to your student account. The investigation reveals that unearned funds were returned to the Federal Student Aid Program.
Regarding the Student Dispute Resolution Center
On August 12, 2016, the Student Dispute Resolution Center received your complaint. According to the Student Dispute Resolution Procedure Policy (Attachment G), if the complaint is eligible for review by the Center and all required information has been submitted, the complaint will be assigned to a case handler within three (3) business days of receipt of the complaint. On August 16, 2016, your complaint was assigned to Step II of the Grievance process. Step II can take up to thirty (30) business days following receipt of the complaint to complete.
During the investigation, the Student Dispute Resolution Center was notified by the Revdex.com that you submitted a complaint with their office for the same concerns as the abovementioned complaint. On September 8, 2016, you were sent an email by your assigned case handler informing you that a response will be issued directly to the Revdex.com and your formal grievance will be closed.
Regarding Your Transcripts
The University’s 2012-2013 Academic Catalog states: “The University reserves the right to cancel the registration of any student whose account is delinquent. Diplomas or certificates will be withheld, graduation participation will be delayed, and transcript of semester credits will not be forwarded to another institution or potential employer until all accounts with the University are paid in full” (Attachment H).
Conclusion
The University maintains that financial aid funds were disbursed to your student account in accordance with University policy. The University maintains that unearned financial aid funds were returned to the Federal Student Aid Program. You are encouraged to contact [redacted] at [redacted] to resolve the balance.
It is always the intention of Ashford University and its employees to provide excellent student services and a positive learning experience. If you would like to further discuss this matter, please contact me directly at [redacted], or at [redacted]
Sincerely,
[redacted]
Student Dispute Resolution Specialist II
for Ashford University
Encls. /8/ Attachment A, Online Application for Admission
Attachment B, Financial Aid Specific to Undergraduate Degree Programs
Attachment C, Degree Progress Report
Attachment D, Ledger Card
Attachment E, Attendance Policy
At...⇄ F, Return of Title IV Funds Policy
At...⇄ G, Dispute Resolution Procedure for Student Complaints
Attachment H, Terms of Billing and Payment
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
class="MsoNormalCxSpMiddle">October 7, 2014
[redacted]
Dear [redacted]
On September 10, 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 this response to the Revdex.com.
Please accept this letter as our response to your Revdex.com Complaint.
In your complaint, you alleged that:
· “I attended this online school for one semester, I completed and pass the class. When I was signing up to take one class no one ever took the time to explain to me that I would be charged a fee if I didn’t take classes that next semester. I didn’t take classes that next semester I went to a different school. This was in 2010 when I was enrolled as a student, no one has contacted me about the pass bill at all. I could have tried to get the issues resolved 4 years ago. In December of 2013 I get a call form a collection agency saying I owe the school $1800.00. I asked the collection agency who I need to get in contact with to solve the issue. I called the school they gave me the email of the person I need to contact. As of today I haven’t not received a response after several attempts. I was wondering if you all could please help me with this issues. Thanks.”
The following is the resolution you are seeking:
· “I would like the account removed from collections and off my credit report and get a refund for the payments I have been making on the account.”
The University conducted an investigation of your concerns. The following information details the findings of the investigation.
Regarding your account balance due
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 (40) weeks of instructional time (Attachment A, Financial Aid Policy).
[redacted]
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. This 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.
On November 20, 2009, the Financial Aid Office packaged your first academic year financial aid based on your estimated course schedule from October 27, 2009, to August 16, 2010. By e-mail message on the same date, the University sent you an award letter that indicated the estimated dates and amounts of financial aid you were scheduled to receive for your first academic year as follows:
· Subsidized loan in the amount of $3500
· Unsubsidized loan in the amount of $2000
· Pell Grant in the amount of $5350
On November 30, 2009 and December 1, 2009, financial aid funds for your first payment period of your first academic year disbursed to your student account in the following amounts:
· $1723.75 subsidized loan funds
· $985 in unsubsidized loan funds
· $2675 in Pell Grant (Attachment B, Ledger Card).
On December 21, 2009, the University issued you excess funds by stipend check in the total amount of $43.73 (Attachment B, Ledger Card).
From October 27, 2009, to November 30, 2009, you successfully completed one (1) course, EXP 105. From December 1, 2009, to January 11, 2010, you unsuccessfully completed one (1) course, ENG 121. You attended ENG 121 through the fourth week, on January 11, 2010. Tuition and fees for these two courses posted to your student account in the amount of $3114 (Attachment B, Ledger Card).
On February 18, 2010, you requested to be withdrawn from the University with a last date of attendance of January 11, 2010.
Upon withdrawal from a degree program, the University must complete a Return of Title IV Funds (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 programs (Attachment C, Return of Title IV Funds Policy). On March 1, 2010, the University completed the R2T4 calculation and determined that $736.85 in Pell Grant, $985 in unsubsidized loans and $1723.75 in subsidized loans needed to be refunded to the lender from your first payment period of your first academic year. The financial aid loan funds for your second payment period in your first academic year were cancelled. On March 3, 2010, the University refunded $3445.60 to the lender. (Attachment B, Ledger Card).
The following summarizes your account balance due:
· Tuition and Fees: $3114
· Financial Aid Disbursed: $5383.75
· Stipend: $43.73
· Refund due to R2T4: $3445.60
· Account balance due: $5383.75 - $3445.60 - $3114 -$43.73 = $1219.58 (Attachment B, Ledger Card).
Collections Attempts
Our records show that from July 15, 2010, to February 14, 2013, 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 July 15, 2010, 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 July 31, 2010, [redacted] called you and left a voicemail message;
· By e-mail message on August 4, 2010, [redacted] advised you that you had an outstanding balance due and notified you that the failure to make repayment arrangements within five (5) days may result in late fees;
· On August 11, 2010, [redacted] called you and left a voicemail message;
· On August 24, 2010, [redacted] called and left you a voicemail message;
· By e-mail message on November 4, 2010, Collections Manager [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 November 14, 2010, [redacted] called you and left you a voicemail message.
Because you never responded to our requests, on February 14, 2013, your student account balance due in the amount of $1219.58 was referred to an external collections agency, ERS.
During this time, on October 7, 2010, you spoke with University representative [redacted] regarding reentry. [redacted] advised you that the University needed a carryover statement before you could reenter. The carryover statement included information regarding your account balance due, and the requirement to submit a written request acknowledging you had an account balance due and that you intended to pay it off by the end of your fourth course in your next academic year. You did not reenter the University, and you did not sign the carryover statement.
On January 17, 2014, you spoke with a University representative who explained the R2T4 process to you, and how it may result in an account balance due.
On August 27, 2014, you spoke with a University representative via live chat regarding financial aid information. However, you were unable to verify your student information, and therefore, the representative could not release your information based upon our compliance with FERPA.
On August 28, 2014, the University sent you an email with your student identification information. Our records did not show that you attempted to contact the Collections Department regarding your account balance due following receipt of your student identification information.
Conclusion
Based on the above information, your account balance due is accurate and is a result of the R2T4 calculation as you did not earn all of your financial aid in your first payment period of your first academic year prior to your withdrawal. If you have additional questions regarding your account balance due, please contact Collections Representative [redacted] at [redacted]
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 this response, please contact me 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. /3/ Attachment A, Financial Aid Policy
Attachment B, Ledger Card
Attachment C, R2T4 Policy
cc: Revdex.com
Revdex.com of San Diego
4747 Viewridge Ave Suite 200
San Diego, CA 92123
June 13, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted]
On June 2, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The concerns regarding your attendance postings in your courses raised to the Revdex.com on June 2, 2014, mirror the concerns received by the University on April 14, 2014. The University conducted an investigation into these same concerns, and on May 13, 2014, the University issued its response to you.
Please note, as stated in your May 13, 2014, response, according to University policy, attendance 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 exam.
As stated in your May 13, 2014, response, the investigation revealed that you posted attendance and earned unsuccessful grades in the following coursework:
· SOC 315
· SOC 315
· EDU 360
· PSY 370
· EDU 321
Please see attached a copy of your assignment postings in each of the above-mentioned courses (Attachment A, Course Postings from November 2010 to January 2012). As evident in the attached coursework, the investigation revealed that you participated in an academic activity in each of the abovementioned classes past the time in which you would be eligible for a tuition refund and are therefore responsible for the cost of each course.
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.
Best regards,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
The Family Educational Rights and Privacy Act (20 U.S.C. § 1232g; 34 CFR, Part 99) prevents University personnel from communicating confidential information...
about a student's record to a third party without written consent from the student. In order to comply with and to allow for communications pursuant to this act, a student must execute an Authorization to Release Student Records Form. Once completed, the student should then submit the Authorization Form to [redacted] and our department will ensure that it is processed in a timely fashion.
As of the date of this letter, the University has not received [redacted] completed Authorization Form and is unable to issue its response to the Revdex.com. The University issued its response directly to [redacted] by U.S. mail on May 6, 2014.
Should [redacted] submit the Authorization Form in the future, the University will forward a copy of its response to your office. If you have any questions, please feel welcome to contact me at [redacted] or at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The Rebuttal:
I [redacted] expected excellence service from Ashford University and I did not get it. I was told that this university was a great school and if I had a issue, I can complaint regardless of what the situation was. But, apparently it was not true. If you complaint against the staff they would protect eachother, whether if they are wrong or right. If I known that the faculty were unfair and not nice when communicating with me. I would have never came to the school. But you don't know until a bad situation occur, like this one. I is a shame that alot of these online universities are out to get the money, and they don't care about the students concerns. They bait you in first, and saying that you will be happy going to their school and all it is a big lie. I'm a very good student that make great grades. I did not realize that I was going to get caught up in a class where a instructor would treat me unfairly and crude, just because I was in his class. He claimed, that I did not follow his instructions on an assignment, and he failed me, my grade dropped to 54%. At that time I felt he discriminated against me because of my race. I was forced to withdraw from the course, and that is why I feel that the university should not charge me $619.00 to pay for that course. It was unjustified and wrong on how the instructor treated me in the class. And it is definitely wrong for this university to deny my allegations, when it is the truth. I have never drop out of a course at the other university. I was able to finish the course without any major problems.
The administrator [redacted] have only stated that I told [redacted] that I told him that I just wanted to withdrew from the course. She did not tell the whole truth about our converstation on the phone. She left out alot of information and that again it not right. I called [redacted] and explain to him that the instructor failed me. He told me that he will put me in another class, but the same course which is Eng 125 immediately and he did. I was able to pass the course, but I did struggle with the instructor [redacted] as well. I believe they have some real bad instructors that it out to fail the students. But anyhow, [redacted] needs to to tell the whole truth about all telephone converstations. Are better yet she needs to present all recordings of me and her staff in telephone conversations. And that is how the Revdex.com will really find out the honest truth on what happen in my situations with [redacted]. This university has all of the recordings and should be requested immediately. In this university response is only saying that I been advised if I withdraw from Eng 125 I would be responsible for paying $619.00. They are covering other information to protect themselves, because they are afraid of being caught in a lie. When I was trying to explain to the faculty about my problem about instructor [redacted]. They did not care about what I was saying about him and they went against me. The words that they were only saying were if you drop out you will have to pay for the course and that is all.
Sometimes, I feel like I should have not file a complaint against the instructor, because it would have not did me any good. They just would have went against me instead of the instructor. Again, they will always protact eachother, whether they are wrong are right. This university is recieiving funds from the student aid or governement for my education. And the student should be treated very well from the faculty of the university. If a student is complainting against the instructor are staff they should listen and not think that the student is lieing about anything. I have no reason to lie to no one at the university, I'm very truthful. I believe the truth will come to light. [redacted] contacted me last week, pretending that she wanted to know what happen between me and the instructor. If I knew that she was not going to contact me after she investigated on the issue I would have never told her nothing on the phone. After I spoke to the adminstrator, the next day I got this negative response from Ashford University. I have some emails of the communication between me and the instructor, and I'm willing to present it if necessary.
In conclusion, this university should show all proof of telephone conversations and stop trying to hide information to protect themselves. I should not have to pay $619.00 due to the fact the instructor failed me in the wrong which force me to withdraw from his class. I was being treated crude by the instructor and faculty, something needs to be done about their negative behaviors which showed discrimination. The faculty still expected me to stay in the class regardless of the stress and headaches the instructor brought me through.
Sincerely,
[redacted]
May 22, 2015
[redacted]
Dear [redacted]
On April 30, 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 process. In your complaint, you allege the following:
“I started classes here in August of 2014. I signed up for financial Aide [sic] and now they keep calling me and emailing me saying that I owe them money because I withdrew from my classes. However I called them a couple of months ago and told them that I had a daughter that started having seizures and I was back and forth to the dr with her and also I had a son that had two surgeries in a 3 month time frame. The guy that I spoke with was very rude his name was [redacted]. He would not let me speak with a supervisor and he hung up on me. I also explained that I am a single mother of 4 and can not [sic] afford to play 6,000.”
The University conducted an investigation of your concerns. The following information details the findings of the investigation.
Federal Student Aid Verification
Per the University’s Academic Catalog, the federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the Free Application for Federal Student Aid (FAFSA). The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitled. A subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment A).
If a student is selected for verification, the Financial Aid Office notifies the student of required documentation. The student (and parents(s) of dependent students), are required to provide appropriate and legible supporting documents to the Financial Aid Office. Depending on the category selected, one or more of the following documents may be requested: Verification Worksheet; IRS Tax Return Transcript or use of IRS Data Retrieval Process; Documentation of Supplemental Nutrition Assistance Program (SNAP), if applicable; Documentation of child support paid, if applicable; Documentation of other untaxed income, if applicable; Verification of high school completion (or equivalent), if applicable; and Identity and Statement of Educational Purpose, if applicable (Attachment A).
Please note that additional documents may be requested at the Financial Aid Office’s discretion. Participation in the verification process is not optional (Attachment A).
On August 11, 2014 you completed and submitted your 2014-2015 FAFSA.
On September 9, 2014 you began your first course in your Associate of Arts in Early Childhood Education degree program, EXP 105.
Between September 10, 2014 and November 13, 2014 the University’s Financial Services department notified you by telephone and e-mail message that your W-2’s and the Verification of Household Resources Independent Worksheet were needed in order for you to be packaged for financial aid funds for your first academic year.
On October 22, 2014 Financial Services Re-entry Specialist [redacted] told you that you could not be packaged for financial aid funds until your W-2’s and the Verification of Household Resources Independent Worksheet were submitted. In the same conversation, you asked [redacted] if you would owe an out of pocket expense for tuition and fees incurred and [redacted] told you that the University was trying to collect the documents from you so you would not owe an out of pocket expense.
On November 20, 2014 a University Financial Services Advisor notified you that your Verification of Household Resources Independent Worksheet that you submitted was missing your signature. You were advised to sign and resubmit the document.
On December 2, 2014 Financial Services Advisor [redacted] notified you that the Verification of Household Resources Independent Worksheet was completed incorrectly and it was still needed in order for you to be packaged for financial aid funds. [redacted] also told you that your W-2’s were still needed and that once you obtained the documentation you could send them directly to him for processing. On December 8, 2014 the University‘s Financial Aid Office approved your W-2’s.
Between December 11, 2014 and March 5, 2015 the University’s Financial Aid Office continued their efforts to contact you by telephone and e-mail message to retrieve the Verification of Household Resources Independent Worksheet from you in order for you to be packaged for financial aid funds for your first academic year.
On March 7, 2015 you were administratively withdrawn from the University for failure to meet the attendance requirements.
The investigation did not reveal that you submitted the Verification of Household Resources Independent Worksheet. Therefore, you were not packaged for financial aid funds for your first academic year. As you were not packaged for financial aid funds for your first academic year, you incurred an out of pocket expense for tuition and fees in the amount of $6260 (Attachment B).
Name of Course
Dates of Course
Cost of Course
EXP 105
9/9/14 – 10/13/14
$1395
PSY 202
10/14/14 – 11/17/14
$1395
ENG 121
11/18/14 – 12/22/14
$1395
ENG 121
1/6/15 – 2/9/15
$680
INF 103
2/3/15 – 3/9/15
$1395
Total Cost of Tuition and Fees: $6260
Personal Hardships
Students at the University who are experiencing a medical hardship have the option to request an Academic Leave from their courses (Attachment B). In the case where a medical hardship takes place during the course(s), students may submit a Tuition Credit Request (TCR) to receive credit for the cost of the course(s) (Attachment C). In the case of a TCR, the hardship must have unexpectedly occurred during the course and directly impacted the student’s ability to continue in the course or program during the timeframe in which the course occurred (Attachment C).
Between September 9, 2014 and February 19, 2015 you successfully completed two (2) courses and unsuccessfully completed three (3) courses in your fist academic year.
During this time, from November 18, 2014 to December 22, 2014 you unsuccessfully completed your first attempt at ENG 121 with an earned grade of “F.” On December 31, 2014 Student Advisor [redacted] notified you of your unsuccessful grade in your ENG 121 course.
On January 1, 2015 [redacted] asked you about your most recent course grade. In the same message, [redacted] advised you that if you received an unsuccessful grade due to an unexpected life circumstance and/or family emergency to contact her to discuss possible options. On the same day, you responded to [redacted] and told her that you were experiencing several family issues with your children. On January 5, 2015 [redacted] left you a voicemail message and sent you an e-mail message that notified you that she had been out of the office. On the same day, you told [redacted] that that you had been trying to reach her about your previous ENG 121 course and the payment. On January 7, 2015 [redacted] notified you that she wanted your specific weekly availability to set up a telephone appointment. [redacted] attempted to reach you by telephone that same day and left you a voicemail message.
On January 6, 2015 you began your second attempt at ENG 121. On January 23, 2015 [redacted] issued you an attendance warning notification as you had not met the University’s attendance requirements. On January 26, 2015 Readiness Advisor [redacted] notified you that if you did not post attendance in your course by January 31, 2015 you would be withdrawn due to the University’s attendance policy. In the same e-mail message, [redacted] asked you if you needed to request a break for your courses.
The following day, on January 27, 2015, you told [redacted] that you wanted to withdraw from your second attempt at ENG 121. [redacted] advised you of the 50% course charge as you had posted attendance in week two (2) of the course and she told you to stop posting attendance in the course. [redacted] additionally advised you of the third consecutive unsuccessful grade policy. [redacted] also sent you the steps to take to complete the Tuition Credit Request form in your Student Portal. On the same day, you told [redacted] that you had difficulty access the Tuition Credit Request Form.
On January 28, 2015 you submitted an Academic Leave Request and it was approved on the following day. On January 31, 2015 you were withdrawn from your course and earned a grade of “W.”
On February 2, 2015 [redacted] told you to try a different internet browser to access the Tuition Credit Request form. On the following day, [redacted] asked you if you were able to access the form. On the same day, you told [redacted] that you were trying to submit the form but the form required documentation. On February 4, 2015 [redacted] told you that supporting documentation would be beneficial for consideration of your Tuition Credit Request.
On February 3, 2015 you began your INF 103 course. On February 19, 2015 you told [redacted] that you were having difficulty and may need to withdraw from your course. On February 23, 2015 you asked if you could change to a different course. On February 26, 2015 [redacted] advised you that INF 103 was required for all degree programs.
On March 3, 2015 you told [redacted] that you wanted to change your degree program. On the same day, [redacted] advised you of the steps to change your degree program and she also told you that three (3) consecutive unsuccessful grades will result in dismissal from the University.
On March 7, 2015 [redacted] notified you that you were withdrawn from the University due to not meeting the University’s attendance policy.
Your last day of recorded attendance at the University was February 19, 2015.
The investigation did not reveal that the University received a Tuition Credit Request form or documentation of your personal hardship during your enrollment.
Dismissal
Per University policy, students who earn three consecutive unsuccessful grades at the University will be academically dismissed. Unsuccessful final grades include the following: F, W, WF, or in an Introductory, General Education Competency, or General Education Capstone course, D+, D, or D- (Attachment D).
On March 11, 2015 the University Registrar notified you that you had been dismissed from the University due to three (3) consecutive unsuccessful grades.
On March 17, 2015 you asked [redacted] if you could change your degree program. On the same day, [redacted] told you that you had been dismissed from the University.
The investigation revealed that you were dismissed from the University in accordance with University policy.
Conclusion
Based on the above noted facts, the University will credit your student account balance due in the amount of $3470, which represents the cost of tuition and fees associated with your attempts at ENG 121 and INF 103. This will reduce your student account balance due to $2790, which you are responsible for setting up a repayment arrangement for.
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. /5/ Attachment A, Financial Aid Verification
Attachment B, Ledger Card
Attachment C, Tuition Credit Request
Attachment D, Dismissal
Attachment E, Presidential Appeal Policy
*Attached and in the 2014-2015 Academic Catalog you will find information about the Presidential Appeal Policy.
June 27, 2014
[redacted]
Dear [redacted]
On May 14, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). On May 15, 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 supplemental response to the Revdex.com.
The concerns regarding your withdrawal from Introduction to Literature (ENG 125) raised to the Revdex.com on June 19, 2014, mirror the concerns received by the University on May 14, 2014. The University referred the correspondence received on May 14, 2014 to the Office of Student Grievance Resolution to be addressed through the formal grievance process for students. The University conducted an investigation into these same concerns, and on May 28, 2014, the University issued its response to you.
In your complaint, you alleged that your Student Advisor did not advise you that if you withdrew from Introduction to Literature (ENG125) you would be responsible for fifty percent (50%) of the course.
As stated in the University’s May 28, 2014 response, the University denies your allegation as the investigation did not reveal your Student Advisor did not advise you that if you withdrew from Introduction to Literature (ENG 125) you would be responsible for fifty (50%) of the cost of the course.
Your new allegation regarding discrimination on the basis of race will be addressed separately through the Office of Student Grievance Resolution’s formal grievance process for students.
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 your new allegation, please contact [redacted] at [redacted], or at [redacted]
I wish you all the best in your future endeavors.
Kind Regards,
[redacted]
Office of Student Grievance Resolution
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This response from Ashford University is completely irresponsible and is simply not truthful. Ashford University has made irrational and untruthful claims & I have documentation to support my claims. My evidence was sent to me from Ashford University staff. The truth is that [redacted] is a liar and so is [redacted] who have provided very little evidence to support their premise that this was not a "Fraudulent Charge." It is a "Fraudulent Charge." From August 2015 to as recently as March 2016 I have made at least ten attempts to resolve this debt with the Ashford Universities collections department. They're dishonest in their response and we feel this complaint needs to be escalated to the proper authorities to see that the guilty parties be held accountable.
We feel that [redacted] is responsible for most if not all of this mess. We reached out to him previous to re enrolling to Ashford University in August 2015 to discuss a range of issues that he simply overlooked because he is incompetent. We also feel that [redacted] should be held accountable for all of the dishonest statements made by his staff as well as all miscommunication's and lies surrounding this matter. Please advise. We have tried to speak to several key people at Ashford University, but to be honest they're impossible to talk to as a result of their irrational bravado demeanor & ridiculous posturing regarding serious matters.
They have lied and will continue to lie. Their response addresses nothing and they cannot be spoken to because of foul behavior and extremist customer service tactics. I have tried at least ten times to resolve this through the proper channels, but [redacted] has continuously blocked any attempts to resolve this matter properly and I can prove it. We are asking that [redacted] be removed from this case or account and that he be replaced with someone with the proper communication abilities moving forward. We are requesting that [redacted] and all staff at Ashford University who continue to make false allegation against me be held accountable. We would also like to advise [redacted] that [redacted] has yet to send us any paper evidence of his claim that we owe Ashford University anything regarding this "Fraudulent" account. Please advise how the University would like to handle this complaint and resolve the matter in a prompt and very professional matter. ]
Regards,
[redacted]
June 9, 2014
[redacted]
Dear [redacted]
On June 3, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The concerns regarding the Bachelor of Arts in Criminal Justice degree program raised to the Revdex.com on June 3, 2014, mirror the concerns received by the University on May 12, 2014. The University conducted an investigation into these same concerns, and on May 16, 2014, the University issued its response to you.
Regarding your withdrawal from the University on September 30, 2013, Student Advisor [redacted] sent you an e-mail message advising you that due to your unsuccessful grade in your ENG 121 course, your last date of attendance was September 12, 2013. [redacted] advised you that you were therefore at risk of being withdrawn from the University because you had not posted attendance in a fourteen (14) consecutive day period per University policy.
On September 30, 2013, you were withdrawn from the University per the University’s attendance policy.
By e-mail message on October 4, 2013, Student Advising Manager [redacted] advised you that you were withdrawn for failure to post attendance in a course in a fourteen (14) consecutive day period per the University’s attendance policy. On November 19, 2013, you reentered the University.
The investigation did not reveal that you changed your degree program and signed a new Online Application for Enrollment for the Bachelor of Arts in Criminal Justice degree program. In addition, as stated in the University’s May 16, 2014, response, the University maintains that in order for a student to be eligible to change degree programs from an Associate of Arts degree to a Bachelor of Arts degree, a student must have earned a minimum of eighteen (18) credits at Ashford University and be in good academic standing The University maintains your concerns regarding the Criminal Justice degree program were addressed in the University’s May 16, 2014, response letter.
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] extension [redacted], or at [redacted]
I wish you all the best in your future endeavors.
Best regards,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.-------- Original Message --------Subject: Re: Your Revdex.com ComplaintFrom: [redacted] <[redacted]To: [redacted] <[redacted]CC:1. My academic advisor was changed several times , my admission counselor was okay. It was academic advisors they didn't advise me at all , First couple weeks in Early Childhood Education was okay, then I want to change my major to Criminal Justice one academic advisor [redacted] he changed then the university dropped me that's why I stopped attending the first time.2.) The mis guidance was when I first inquired about the courses I was told they offer criminal justice and then they don't . I never received a timely reply from any representatives from the school unless it was about financial aid. Trying to Contact an instructor even worse , you may not get a reply at all. This was an unfortunate event for me and I would never make that mistake again . Then I get[redacted] as advisor even worst no guidance at all or then they had me between two majors , totally messed up my plans and I wasted a lot of time that I'm set back an entire year .
August 10, 2016
[redacted]
Dear [redacted]
On July 13, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within that complaint, you alleged the following:
I transferred from Ashford to another university. I was notified by my current university that I needed my transcripts sent over from Ashford. I cannot access my account because of the holds. I called and was told that I owe Ashford 12, 855.14 and this amount has to be paid in full. I asked to have a copy of my ledger card and they emailed it to me. After reviewing it I do not understand where they are getting this amount from. My loans are from the government and are therefore a debt until I graduate from college. After graduation I am allowed six months before I have to start repayment of my loans to the government. I do not pay Ashford directly because my loans come from the government. No one has been able to tell me where these charges come from expect that I did not pass three of the seven classes I was taking. My understanding is that if I would have stayed with Ashford and after graduation I would still owe them money which isn’t true. When they sent my loans back to the government the government sent those loans to my current university. I shouldn’t have any balance with Ashford.
In your complaint, you listed the following as the resolution you seek:
“I would like to see this balance adjusted to the correct amount which should be zero.”
The following information details the findings of the investigation and addresses your resolution request.
On June 10, 2015, you completed, electronically signed and submitted the University's online application for admission (OAP) to the Bachelor of Arts in Early Childhood Education degree program. In 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 A).
Regarding your student account
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 student is defined as to when the student successfully completes eight (8) courses totaling twenty-four (24) units within the forty (40) weeks of instructional time (Attachment B).
There are two payment periods in each academic year. Under the non-term based system, student s 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 B). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year.
The University’s 2014-2015 Academic Catalog states the following regarding Verification for Federal Student Aid Eligibility:
The federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the FAFSA. The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitled. A subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment C).
The student (and parent(s) of dependent students), are required to provide appropriate and legible supporting documents to the Financial Aid Office. Depending on the category selected, one or more of the following documents may be requested: Verification Worksheet; IRS Tax Return Transcript or use of IRS Data Retrieval Process; Documentation of Supplemental Nutrition Assistance Program (SNAP), if applicable; Documentation of child support paid, if applicable; Verification of high school completion (or equivalent), if applicable; and, Identity and Statement of Educational Purpose, if applicable. Please note that additional documents may be requested at the Financial Aid Office’s discretion (Attachment C).
On July 1, 2015, the University received an Institutional Student Information Report (ISIR), which indicated a selection for verification. (Note: An ISIR contains processed student information reported on the Free Application for Federal Student Aid (FAFSA), as well as key processing results and National Student Loan Data System (NSLDS) financial aid history information. ISIRs are sent electronically to schools by the Central Processing System (CPS)).
The University’s Financial Aid Office told you that you needed to submit the requested documents, including your 2014 Tax Transcript and your parents 2014 Tax Transcript.
From July 28, 2015, to March 28, 2016, you successfully completed four (4) courses and unsuccessfully completed three (3) courses. Tuition and fees posted to your student account in the total amount of $10,010.49.
During this time, you submitted all requested documents to complete the verification process and the University approved the submitted documents on September 29, 2015. Between October 6, 2015, and January 19, 2016, financial aid funds were disbursed to your student account in the total amount of $14,297. On January 26, 2016, the University issued you credit balance funds in the total amount of $2855.14, bringing your student account balance to zero (Attachment D).
On February 3, 2016, the University received an updated ISIR, which also indicated a selection for verification. On various dates between February, 17, 2016, and March 3, 2016, a University Financial Aid Office representative told you that you needed to submit a Student Statement to clarify your parent’s household size because you were a dependent student.
On March 4, 2016, because you did not submit the requested Student Statement to complete verification, the University’s Financial Aid Office returned financial aid funds to the Federal Student Aid Program in the total amount of $14,297 (Attachment D). Your student account balance due at the end of your first academic year was $12,865.63 (Attachment D).
On August 9, 2016, the Financial Aid Office determined that its February/March 2016 request for additional verification documents from you was not needed as the documentation you had previously provided was sufficient to complete verification.
Conclusion
Based on the above, the University regrets any inconvenience caused by the refund of federal financial aid from your student account. The University will credit your student account the amount of $8572.99, which represents the amount of financial aid applied toward successfully completed courses and credit balance funds earned during your enrollment. You are financially responsible for the remaining balance due in the amount of $4292.64, which represents the cost of tuition and fees for the three (3) unsuccessfully completed courses.
Please note that the amount owed to the University is separate from your federal student loans. You are encouraged to contact Collections Specialist [redacted] at Department at [redacted] or [redacted] to discuss repayment options.
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 further discuss this matter, please contact me at [redacted] or at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Dispute Resolution Specialist III
for Ashford University
Encls. /4/ Attachment A OAP
Attachment B Financial Aid Policy
Attachment C Verification Policy
Attachment D Ledger Card
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Of course the college doesn’t want anything to deter their decision however, this is unjustified on the college part, and I understand the dedication to faculty and not students. Thank you, I need legal counsel because I have invested too much into education without people treating like I'm stupid. It's about money;
Regards,
[redacted]
February 22, 2016[redacted]
Dear [redacted]On January 27, 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 2 different ledger cards with 2 different balances, I owe them approx 500.00 dollars they claim it's 800.00 they refuse to audit my payments that I have made. I am constantly transferred to differentdepartments and people and I get a different story every time. I also get different amounts they say I owe.
Most of the time when I call in I get discontented and have to call back and start all over again. They are holding my degree and I cannot apply for jobs. I have already lots two potential job offers because theyrefuse to issue my degree. I have made my payments on time and now I am in the collections department.
You stated the resolution you are seeking is for the University to guarantee that when you pay the remaining balance due you will receive your diploma.
Thank for you allowing the University sufficient time to investigate and prepare the following response.
Regarding Your Student Account Balance Due
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 student is defined as when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks ofinstructional time (Attachment A).
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) creditsand 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 seconddisbursement (Attachment A). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attemptsare needed to successfully complete eight (8) courses to finish the academic year.
First Academic Year
On December 16, 2009, the University packaged your financial aid for your first academic year. From January 5,2010, to May 25, 2010, financial aid funds disbursed to your student account in the total amount of $14,707.50(Attachment B).
From February 5, 2010, to July 13, 2010, the University issued you stipend checks in the total amount of $5005.50(Attachment B).
From December 1, 2009, to September 20, 2010, you successfully completed eight (8) courses in your first academicyear. Tuition and fees posted to your student account in the total amount of $9702 (Attachment B).
The following summarizes the calculation of your account balance due at the end of your first academic year:
• AY1 Tuition and Fees: $9702• AY1 Financial Aid Disbursed: $14,707.50• AY1 Stipends: $5005.50• AY1 Total account balance due: $14,707.50 - $9702 - $5005.50 = $0.00 (Attachment B).
Second Academic Year
On October 20, 2010, the University packaged your financial aid for your second academic year. From November 2,2010, to March 15, 2011, financial aid funds disbursed to your student account in the total amount of $15,998(Attachment B).
From November 19, 2010, to June 2, 2011, the University issued you stipend checks in the total amount of $6422(Attachment B).
From September 21, 2010, to July 11, 2011, you successfully completed eight (8) courses in your second academic year (Attachment B). Tuition and fees posted to your student account in the total amount of $9576 (Attachment B).The following summarizes the calculation of your student account balance due at the end of your second academic year:
• AY2 Tuition and Fees: $9576• AY2 Financial Aid Disbursed: $15,998• AY2 Stipends: $6422• AY2 Total account balance due: $15,998- $9576- $6422= $0 (Attachment B).
Third Academic Year
On August 17, 2011, the University packaged your financial aid for your third academic year. From September 6,2011, to February 14, 2012, financial aid funds disbursed to your student account in the total amount of $17,990(Attachment B).From September 15, 2011, to April 27, 2012, the University issued you stipend checks in the total amount of $7049(Attachment B).
From July 12, 2011, to July 23, 2012, you successfully completed eight (8) courses in your third academic year andunsuccessfully completed two (2) courses (Attachment B). Tuition and fees posted to your student account in thetotal amount of $12,228.19 (Attachment B).
By e-mail message on July 16, 2012, Student Advisor [redacted] advised you that due to your unsuccessful grades in your third academic year, you would have an account balance due. [redacted] advised you of the need to set uprepayment arrangements.
By telephonic conversation on July 20, 2012, [redacted] advised you she would send you a repayment plan form with the first payment due by August 30, 2012.The following summarizes the calculation of your student account balance due at the end of your third academic year:
• AY3 Tuition and Fees: $12,228.19• AY3 Financial Aid Disbursed: $17,990• AY3 Stipends: $7049• AY3 Total account balance due: $17,990 - $12,228.19 - $7049= $1287.19 (Attachment B).
Your student account balance due at the end of your third academic year is a result of tuition and fees not covered byfinancial aid.
Fourth Academic Year
On May 17, 2012, the University packaged your financial aid for your fourth academic year. From August 28, 2012, to April 23, 2013, financial aid funds disbursed to your student account in the total amount of $23,592 (Attachment B).From September 5, 2012, to March 12, 2013, the University issued you stipend checks in the total amount of $6790.81 (Attachment B).
From July 24, 2012, to April 29, 2013, you successfully completed four (4) courses in your fourth academic year andunsuccessfully completed one (1) course (Attachment B). Tuition and fees posted to your student account in the totalamount of $8449.02 (Attachment B).
On September 13, 2012, you made a payment to your student account in the amount of $1087.19 (Attachment B).
On March 14, 2013, your status changed to “drop/withdrawal” because you did not post attendance once in fourteen (14) consecutive days per the University’s attendance policy. As a result of your withdrawal, the University wasrequired to conduct a Return of Title IV Funds calculation (R2T4) to determine how much financial aid you earned while in attendance in your fourth academic year. On March 18, 2013, the University determined that $1600 insubsidized loans and $3465 in unsubsidized loans were required to be returned to the federal student aid program as you had not earned these funds in the second payment period of your fourth academic year (Attachment B).
On March 20, 2013, you were approved for reentry. On April 2, 2013, and April 9, 2013, financial aid funds redisbursed to your student account for the second payment period of your fourth academic year.
On May 6, 2013, your status changed to “drop/withdrawal” because you did not post attendance once in fourteen (14) consecutive days per the University’s attendance policy. On May 7, 2013, the University completed the R2T4calculation and determined that $1984 in subsidized loans and $3466 in unsubsidized loans were required to be returned to the federal student aid program as you had not earned these funds in the second payment period of yourfourth academic year (Attachment B).
By telephonic conversation on December 17, 2013, University representative [redacted] advised you that upon your reentry, as you had been out of attendance for close to 180 days, you would need to be repackaged for financialaid for a new academic year. Ms. [redacted] also advised you of your account balance due and the need to set up repayment arrangements.
The following summarizes the calculation of your student account balance due at the end of your fourth academicyear:
• AY4 Tuition and Fees: $8449.02• AY4 Financial Aid Disbursed: $23,592• AY4 Stipends: $6790.81• AY4 Refunds: $10,523• AY4 Payments: $1087.19• AY4 Total account balance due: $23,592- $8449.02- $6790.81 - $10,523 + $1087.19 = $1083.64(Attachment B).
Your student account balance due at the end of your fourth academic year is a result of tuition and fees not coveredby financial aid.
Second First Academic Year
On February 11, 2014, the University received your updated repayment plan for your student account balance due.On February 16, 2014, your reentry was approved.
On February 24, 2014, the University packaged your financial aid for your first academic year. Your financial aid was packaged for a new academic year due to you being out of attendance for over 180 days. From March 11, 2014, toAugust 7, 2015, financial aid funds disbursed to your student account in the total amount of $18,586 (Attachment B).
On March 18, 2014, the University issued you stipend checks in the total amount of $3640.96 (Attachment B).From February 18, 2014, to September 7, 2015, you successfully completed eight (8) courses in your first academic year and unsuccessfully completed three (3) (Attachment B). Tuition and fees posted to your student account in thetotal amount of $13,438.26 (Attachment B).
By telephonic conversation on January 30, 2015, University representative [redacted] advised you that you had missed payments on your repayment plan and therefore an unpaid balance hold had been placed on your studentaccount.
On March 24, 2015, yours status changed to “drop/withdrawal” as a result of the unpaid balance hold. On April 21, 2015, the University completed the R2T4 calculation and determined that $2605 in unsubsidized loans were requiredto be returned to the federal student aid program as you had not earned these funds in the second payment period of your first academic year (Attachment B).
On June 11, 2015, you made a payment to your student account. On June 14, 2015, you were approved for reentry.On August 4, 2015, and August 7, 2015, the financial aid funds re-disbursed to your student account (Attachment B).
On October 12, 2015, your status changed to “graduated.”
From February 13, 2014, to January 29, 2016, you made payments to your student account in the total amount of $2928.10 (Attachment B).
The following summarizes the calculation of your student account balance at the end of your first academic year:• AY1 Tuition and Fees: $13,438.26• AY1 Financial Aid Disbursed: $18,586• AY1 Stipends: $3640.96• AY1 Refunds:$2605• AY1 Payments:$2928.10• AY1 Total account balance due: $18,586- $13,438.26- $3640.96 - $2605 + $2928.10 = ($1829.88)(Attachment B).
The following summarizes your total account balance due:• AY1: $0• AY2: $0• AY3: $1287.19• AY4: $1083.64• Second AY1: ($1829.88)• Total account balance due: $0 + $0 + $1287.19 + $1083.64 + ($1829.88)= $540.95.
By telephonic conversation on January 20, 2016, Collections Specialist [redacted] advised you that your student ledger card was not updated to reflect the balance due and the payments applied to your account. Mr.[redacted] advised you that at that time your balance due reflected $838. On January 29, 2016, you made a payment in the amount of $297.05, reducing your balance due to $540.95.
Conclusion
The investigation reveals that your account balance due in the amount of $540.95 is accurate as a result of tuition and fees that were not covered by financial aid. University record reveals that you were notified of your studentaccount balance due.
The University and its employees strive to provide excellent student services and an excellent learning experience. If you have any additional questions, please feel welcome to contact me at ([redacted] or at[redacted]
Sincerely,
[redacted]
Student Complaint, External Relations Specialist for Ashford University
Encls./2/ Attachment A, Financial Aid Policy
Attachment B, Ledger Card
mso-bidi-font-family: Arial">March 28, 2016
[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 that the University required you to complete an identification verification process, however, you were subsequently withdrawn because you did not submit the required documentation. Upon reentry, you were advised that you were required to arrange repayment arrangements for a $5,000 account balance.
You stated the resolution you are seeking is for the University to adjust your account balance due to the original $109 before you were withdrawn, or to allow you to reenter without having to pay over $5,000.
Thank for you allowing the University sufficient time to investigate and prepare the following response.
Regarding Your Student Account Balance Due
The University’s 2015-2016 Academic Catalog states the following regarding Federal Direct Aggregate Loan Limits (Attachment A):
Dependent Undergraduate Independent Undergraduate Graduate Students
Students ...⇄ Students
$31,000
$57,500
$138,500
Max Subsidized: $65,500
Max Subsidized: $23,000
Max Subsidized: $23,000
(includes undergraduate borrowing)
*A borrower who has reached his or her aggregate borrowing limit may not receive additional loans until he or she has reduced his or her
On March 28, 2013, you began your degree program. During your first academic year, you successfully completed eight (8) courses and unsuccessfully completed one (1), SOC 120. At the end of your first academic year, your account balance due in the amount of $745 was a result of your unsuccessfully completed SOC 120 course (Attachment B).
At the end of your second academic year, your account balance due in the amount of $545 was a result of your prior academic year balance for our unsuccessfully completed SOC 120 course (Attachment B). Please note, $200 of your second academic year financial aid was applied to your first academic year balance, in accordance with federal student aid program guidelines.
On September 3, 2015, University representative [redacted] advised you of your account balance due in the amount of $545 due to your unsuccessful grade in SOC 120. On the same day, you made a payment toward your account balance due in the amount of $54.50 (Attachment B). On September 9, 2015, the University approved your repayment plan with monthly payments in the amount of $54.50.
At the end of your third academic year, your account balance due in the amount of $242 was a result of your prior first academic year balance for SOC 120 (Attachment B).
By e-mail message on February 2, 2016, the University advised you that in an effort to protect your identity, the Registrar required two (2) pieces of identification. Within the email message, the University stated the documents must be received within fourteen (14) days of the request.
By telephone on the same day, University representative [redacted] called you and left a voicemail message for you. Within the voicemail message, [redacted] stated that identity documents were being requested and that they were time sensitive.
On February 17, 2016, you asked University representative [redacted] why you were withdrawn from the University. [redacted] advised you that you were withdrawn because the University did not receive your identity documents within the fourteen (14) day timeframe.
On the same day, the University completed the Return of Title IV Funds (R2T4) calculation and determined that $944.19 in a Pell Grant, $742 in subsidized loans, and $1308 in unsubsidized loans were required to be returned to the federal student aid program, as you did not earn these funds in your second payment period in your fourth academic year. On February 22, 2016, these funds were refunded in the total amount of $2994.19 (Attachment B).
At the end of your fourth academic year, your account balance due in the amount of $218 was a result of your prior first academic year balance and the R2T4 upon your withdrawal (Attachment B).
On February 19, 2016, the University received your identity documents.
On February 25, 2016, following your request to reenter the University, the Financial Aid Department conducted a review of your financial aid eligibility. The review revealed that you would reach your combined undergraduate aggregate loan limits in your fifth academic year. The total amount of financial aid you had remaining for your last academic year was $5044.19, which included Pell Grants and unsubsidized loans. The review revealed that you had seven (7) courses remaining to complete your program, and estimated cost of tuition and fees for those seven (7) courses would be $9975. As a result, you had a projected balance due of $4930.81 for your fifth academic year as a result of tuition and fees that would not be paid for with financial aid.
On the same day, University representative [redacted] advised you that the University would need a repayment plan for the estimated balance due in your fifth academic year due to reaching your undergraduate aggregate loan limits. [redacted] advised you the repayment plan could be up to fifteen (15) months.
Please note, in order to reenter the University, you will only need to resolve the current balance due in the amount of $218, and then agree to a repayment plan for the remaining estimated balance due as a result of tuition and fees not covered by financial aid due to reaching your combined undergraduate aggregate loan limits in your fifth academic year (Attachment B)
Conclusion
The investigation reveals that your account balance due in the amount of $218 is accurate as a result of tuition and fees that were not covered by financial aid and the R2T4 upon your withdrawal. As noted above, you are required to pay your remaining balance due in the amount of $218 prior to reentry, and to set up repayment arrangements for the estimated balance due for your fifth academic year.
The University and its employees strive to provide excellent student services and an excellent learning experience. If you have any additional questions, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]
Student Complaint, External Relations Specialist
for Ashford University
Encls. /2/ Attachment A, Financial Aid Policy
Attachment B, Ledger Card
class="MsoNormalCxSpMiddle">April 28, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted],
On April 23, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The University referred the correspondence received on April 23, 2014, to the Office of Student Grievance Resolution to address your concerns through the formal grievance process. In your complaint, you alleged that:
· The University continued to contact you after you decided you were not interested in pursuing a degree at the University
In your complaint, you listed the following as the resolution you seek:
· For the University to cease contacting you
Per University policy, when an individual requests no further contact from the University, the individual’s contact information is placed in the University’s Student No Further Contact database. Please note that on April 28, 2014, the University placed your contact information in its Student No Further Contact database.
The University apologizes for any inconvenience this may have caused you. As stated above, the University has taken steps to ensure that no further contact occurs.
It is always the intention of Ashford University and its employees to provide excellent services and an excellent learning experience. Please note that this response to your grievance represents a collaborative process that aligns with the description in the current Academic Catalog. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact Student Grievance Resolution Administrator [redacted] at [redacted] or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am currently reviewing the dates listed on the posted assignments. I noticed in one class that posted an introduction after an assignment. The introduction is the first thing that you get in class before you even post an actual assignment. I just really don't even trust this university because I should have received this information months ago. I am currently carefully observing the information that I just received a few days ago that I was promised over a month ago because some of the dates and assignments are just not adding up. This is not the end of it for me. I am also composing all documents, emails, and university catalog statements to provide to university president and legal counsel.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Good Morning:I am not satisfied with the decision because that is not how everything happened. When I tried to take the class that got me in this situation I was told that my account had been closed out. After I lost my child I tried numerous times to get back into class, but a rude man told me there was nothing that I could do because I could not download a form that I could only read in my email. When I went to contact him back I was told that he was no longer in charge and that my account had been turned over to collections. I had six months left to get my degree, but due to the fact that I had technical issues and lost a child I am being told that I can no longer attend and no one willing to help me out.[redacted]
Regards,[redacted]
March 17, 2016
[redacted]
Dear [redacted]
On March 8, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Your Revdex.com complaint received on March 8, 2016, mirrors the Revdex.com complaint received on June 2, 2014. On June 20, 2014, the University responded to your complaint providing you a detailed breakdown of your account balance due (Attachment A). In addition, the University stated that upon your request, one (1) official copy of your transcript would be released to you (Attachment A).
Following receipt of your March 8, 2016, complaint, I emailed you on March 10, 2016, and March 14, 2015, to request the address you would like one (1) copy of your official transcript to be sent. To date, the University has not received a response.
Upon receipt of your response regarding the appropriate address, the University will send one (1) official copy of your transcript to that address.
If you have any additional questions, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]
Student Complaint, External Relations Specialist
for Ashford University