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.
One of Ashford University sent me an email stating that I would be receiving a copy of the actual assignments showing the actual dates they were posted a couple of weeks ago. After I did not receive the information on the date listed in the email, I sent another email stating that I did not receive the information. I received an email stating that it takes time to pull up these documents because it is rare that this happens. Then I received another email stating that my authorization to release information was outdated and that I would have to resubmit this document. I responded to that email as well. It is funny how I am receiving this same garbage from this University but not the proof that I asked for. You say I posted these assignments on dates after the withdraw period; show me the assignments showing the dates. Simple as that......
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.
Ashford University continues to ignore all of my contact made to them. They also continue to ignore numerous phone conversations made to them. They also fail to acknowledge the fact they did not provide a written contract outlining the terms and payment arrangement in which we agreed upon.
Regards,
[redacted]
The student’s concerns mirror similar concerns that the student had filed with a separate agency. The University responded to that agency in writing, and that response is attached for your review.
We attempted to upload this via the complaint system, but the attachment is too large. Could you please confirm that you received this?
Thank you!
[redacted]
J.D./DIRECTOR OF STUDENT GRIEVANCE RESOLUTION
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Response received 10/17/2014 - stating I was placed on their "Student No Further Contact" Database as of 9/18/14. As long as it is understood that I never was a student to begin with, reason being why I never signed their papers. I don't have a "student record" with them. I will accept on the condition that in no way, shape or form that I hold any obligations to Ashford University and that they do not contact me, as stated in their latter dated October 9, 2014. Thank you for your time and consideration in this matter.
[redacted]
On June 3, 2015 Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The University referred the complaint to the Office of Student Grievance Resolution to address your concerns through the formal grievance process. In your complaint, you alleged the following:
“I was lead to believe that an on-line BS degree would take me approximately 3 years to complete, in reality it would have been 4 years. I was told that my cost for said education would amount to about 32k, in reality it would have been closer to 50k. I was told that the only out-of-pocket expense to me would be $150 dollar graduation fee upon [completion] of my degree, later on I received notice that I was expected to pay out of-pocket for text books which was estimated to be 4k. I feel [duped] and intentionally mislead by the Ashford recruiter.”
The following is the resolution you are seeking: full refund of fees paid.
The following details the findings of the investigation.
Your Student Account Balance
On November 6, 2012, you signed and submitted the online application for enrollment to the Bachelor of Arts in the Organizational Management degree program (Attachment A ). Within that application, the Statement of Fees state:
Total Tuition: $48,240
Based on 120 Total Credits of AU Coursework
Textbooks/Materials: $4,000
Based on an average cost per course of $100 and taking 40 courses.
Technology Services Fee: $1,290
The Technology Services Fee is a one-time fee, applied on the second week of enrollment, post start date for degree-seeking students to provide the student with initial configuration setup to University systems such as the online learning platform and other academic support systems.
Graduation Fee: $150
Charged with Petition to Graduate
Approximate Total: $53,680
The investigation of your complaint did not reveal any evidence that your admission counselor mislead you or advised you incorrectly regarding the amount of the total tuition that would be payable, time to degree completion or the costs of textbooks and other assorted fees. The Statement of Fees within the application you electronically signed accurately outlines the associated costs of seeking a degree at Ashford University. Additionally, when asked directly whether you had email evidence of said mis-advisement by your admissions counselor, you indicated that you did not. The University therefore denies your resolution request for a full refund of fees paid.
Your Additional Inquiry
Additionally, in a separate email you inquired about Ashford University’s low percentage of graduation rates, 21%, as reported from www.collegeresults.org. This website pulls its information from IPEDS which is a federal-government portal where schools are required to post graduation rates. For graduation rates, IPEDS only takes into account first-time college students (those who had never attended college previously); transfer students are not considered in these figures. Ashford students who attended other colleges prior to attending Ashford are not accounted for in IPED’s graduation percentages. Additionally, the University understands that adult learners who transfer into Ashford University face many challenges when attending school and therefore graduate at their own pace and not in a prescribed period of time.
Please note, should you provide documentation reflecting that your admissions counselor inaccurately advised you of the cost of your enrollment or the time to degree completion at Ashford University, the University will re-open your complaint at that time.
If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at (866) 974-5700 extension 11309, or at [email protected].
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. I wish you all the best in your future endeavors.
Sincerely,
[redacted]
, PhD
Associate Vice President, Student Dispute Resolution
for Ashford University
**Beware** Just like the other negative reviews, the comments are COMPLETELY TRUE about Ashford!!!
It 1st starts off great with the admissions counselors being very attentive and then they transfer you to your academic advisor. I actually, had a fantastic advisor at Ashford for the first 4 months. He then left the University all together and got a new job somewhere else. That should have been the EYEOPENER for me to head out as well, but I continued on. Since his departure Ashford has changed my advisors 4 times and every one of them was below average. The advisors don't care about you or your grades all they care about is getting the money from you!!!!!! Basically in a nut shell the whole university ONLY cares about taking money from you and you are just another number to them. By the way if you want to speak to someone because there is a problem, there is NO ONE to talk to besides your advisor!
PLEASE PAY CLOSE ATTENTION HERE, FOR EXAMPLE IF YOU HAVE A PROBLEM WITH YOUR INSTRUCTOR OR A GRADE THEN YOU MUST SUBMIT EMAILS TO A DEPARTMENT(SUPPOSEDLY). THE DEPARTMENT NEVER CONTACTS YOU VIA PHONE, YOU ONLY RECEIVE EMAILS ADVISING YOU OF THEIR DECISION!!!!! THERE IS NO DEAN OR ANYTHING OF THAT NATURE TO SPEAK TO REGARDING YOUR ISSUES, YOU ONLY HAVE THE ADVISORS AND THEY HAVE NO AUTHORITY TO DO ANYTHING NOR DO THEY EVEN KNOW THE PROCEDURES TO TAKE.
And yes, all the negative reviews about the financial aid office is correct also!!
I graduated with my Bachelors degree in Psychology 2015 and this was in the end the worst experience with a school I've ever been through!!!! Still haven't received my degree in the mail either!!
The ONLY reason I stayed the entire 2.5 years is because I paid so much money and had so many credits, I couldn't afford to loose them again and start over.
I WOULD NOT, I REPEAT WOULD NOT recommend this University to any of my military members or family/friends DON'T WASTE YOUR MONEY, TIME and ENERGY just GO SOMEWHERE ELSE!!!!!!!!!!!!!!
class="MsoNormalCxSpMiddle">September 19, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted]
On September 5, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). On the same date, the University received your Authorization to Release Student Records Form for the University to disclose protected information in your student record to the Revdex.com. The University processed this form and will forward a copy of its response to the Revdex.com.
The University referred the correspondence received on September 5, 2014, to the Office of Student Grievance Resolution to address your concerns through the formal grievance process for students. In your complaint, you alleged that:
· “I had a lapse in attending the university. They said they would contact me when the new classes would start but I was never contacted they started the new class of which I subsequently failed due to both lack of attendance and failure to submit work. They said I could only pay in full of over six thousand dollars in order for me to continue class or settle debt I asked for a payment plan even if it was high, I did not have that amount of money lying around. They refused to take down payment or accept any payment that was not the full amount.”
The resolution you are seeking is as follows:
· “Fix the billing. This company is only destroying people’s credit by sending them to collections. At least try and make a payment plan with people.”
The University conducted an investigation of your concerns. The following information details the findings of the investigation.
Regarding your course schedule and account balance
The 2009-2010 University’s Academic Catalog states that for nonterm-based undergraduate level programs, if a student’s last date of attendance in a course is within the second week of the course, the student is responsible for the fifty percent (50%) of the cost of the course (Attachment A, Tuition Refund Schedule).
The 2009-2010 University’s Academic Catalog states the following regarding the Attendance Policy:
Students taking online classes are expected to attend each week. Students are required to log in to each online course by Tuesday during the week in which the course officially begins and to complete the initial introductory postings in the course…Students who fail to meet these attendance requirements in one week of the course will be given an absence for that week…Students who fail to meet the attendance requirements for a second week in the course will be administratively dropped from the course retroactive to the last date of attendance (Attachment B, Online Bachelor’s Program Attendance Policy).
From September 29, 2009, to October 4, 2010, you successfully completed three (3) courses, unsuccessfully completed four (4) courses, and withdrew from one (1) course, MGT 330, in your first academic year. Please note, a fifty percent (50%) credit was placed on your account in the amount of $531 on April 5, 2010, for the MGT 330 course as per the Tuition Refund Policy, you withdrew prior to the third week of the course (Attachment C, Ledger Card). From September 29, 2009, to October 4, 2010, tuition and fees posted to your student account in the total amount of $9171 (Attachment B, Ledger Card).
The investigation revealed a break, from December 7, 2009, to January 26, 2010. Upon reentry, you unsuccessfully completed INF 103, earning a grade of “F”, and you posted attendance through the fifth week of the course. The investigation also revealed a break from March 9, 2010, to May 18, 2010. During this time, you withdrew from MGT 330, and earned a fifty percent credit as indicated above (Attachment C, Ledger Card). Upon reentry, you successfully completed INF 103, earning a grade of “B.”
From August 31, 2010, to October 4, 2010, you unsuccessfully completed your last course at the University, ANT 101, earning a grade of “F.” You posted attendance through the fifth week in the course. The investigation did not reveal that you had taken a break prior to the start of this course, or that University representatives did not advise you of the start of the course. You were scheduled to take ENG 225 following ANT 101, however, you were unscheduled for this course and you were not charged for it (Attachment C, Ledger Card).
From October 6, 2010, to October 27, 2010, University representatives contacted you by voicemail and email regarding your lack of attendance and possible withdrawal from the University per the University’s Attendance Policy.
On November 2, 2010, you were withdrawn from the University for failing to post attendance for a fourteen (14) consecutive day period (Attachment B, Online Bachelor’s Program Attendance Policy). Your last date of attendance was September 27, 2010.
The following summarizes the calculation of your account balance due at the end of your first academic year:
· AY1 Tuition and Fees: $9171
· AY1 Financial Aid Disbursed: $7784.25
· Refunds due to the Return of Title IV Funds upon withdrawal: $2613
· Total account balance due: $7784.25 - $9171 - $2613 = $3999.75 (Attachment C, Ledger Card).
By telephonic conversation on November 3, 2010, Financial Student Advisor [redacted] advised you of the impact of unsuccessfully completed grades on your student account and financial aid. [redacted] advised you of the account balance due that would have to be paid in order to return to the University.
Collections Attempts
Our records show that from November 9, 2010, to July 25, 2011, 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 November 9, 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;
· By e-mail message on November 12, 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 November 19, 2010, Collections Specialist [redacted] called you;
· On November 29, 2010, [redacted] left you a message;
· On March 21, 2011, [redacted] left you a message;
· By e-mail message on June 21, 2011, 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 July 1, 2011, [redacted] left you a message.
On July 25, 2011, your student account balance due in the amount of $3999.75 was referred to an external collections agency, [redacted].
By telephonic conversation on September 14, 2011, you spoke with a University representative. The University representative advised you of your account balance due and told you that you were required to set up a payment plan with the external collections agency in order to reenter the University.
Conclusion
Based on the above noted facts, the University did not find evidence in support of your allegation that the University failed to advise you that you were scheduled for a course and therefore you subsequently failed the course. The University maintains you were advised of your last date of attendance and issued nonattendance warnings by telephone and email, prior to your November 2, 2010, withdrawal. Your account balance due is accurate and was referred to an external collections agency per policy.
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact [redacted] at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Encls. /3/ Attachment A, Tuition Refund Schedule
Attachment B, Online Bachelor’s Program Attendance Policy
Attachment C, Ledger Card
I am a student at Ashford University's on-line BA program. Their physical location is in San Deigo CA. I am currently in the last few classes for my BA in psychology.
In April of 2015 I received correspondence stating that my financial aid package was ready, and on May 20th, I began receiving emails stating that I had missing financial aid documents. I had mailed the required documents to the school's financial aid department on June 1st, 2015, where I was again contacted to submit additional verification (A student statement which explained the deficits in my out going to incoming funds). In the initial documentation I stated that we where unable to pay all of our bills because of these deficits once my husband was medically retired from the Army in 2013, and that part of these bills where covered by financial aid disbursements and tax returns. I had submitted around a total of seven statements before it was accepted without explanation as to what their needs where, and why the verification was continually rejected. I eventually broke down my incoming and out going funds to the exact dollar with specifications to disbursements and tax returns. This process has been going on since May to current day.
Today (09.25.2015) I received an additional email requesting another student statement, and saying that this information had been requested since June. After each instance, I have called the school to find out if there was any other information that was required so that we could finish this process as soon as possible. On one occasion, I was told that I needed to verify my marriage status as well, however the representative filed documentation stating that there has never been discrepancies with the documentation (legal or otherwise) in my marital status.
Today when I spoke to the financial aid department at Ashford University I was told that they needed documentation concerning how I payed for medical expenses because in the initial verification forms I put that they where 0, and that medical expenses where not applicable. The email and the representative stated that this had been requested since June 20th, 2015. Through out the course of this interaction with the financial aid department, they had never stated that they required a statement explaining why my medical expenses where 0. The only explanation they have offered was that I needed to explain my finances and the differences in incoming and outgoing funds which I had completed. Each time I have called into the financial aid department I have asked if there was other documents that I needed to submit since the email is very vague on details. Each time, the rep stated that I only needed to account for my funds baring the one occasion where the rep removed the request to verify my marital status.
The complaint comes through the ramifications that this lack of candidness has caused. Each form or statement that I submit pushes back my disbursement date. Initially following the last adjustment funds where supposed to be dispersed in November; they are now scheduled for February; my last class is in March (Though after speaking to FASFA, I was informed that they have me enrolled until Sept. of 2016). Once I submit the information regarding my medical expenses, the disbursement will be pushed back again to when I am no longer in school. They cannot award me a degree until after my student account is at a zero balance. I am going to be working in Applied Behavioral Analysis and working towards a Board Certified Behavioral Analysis credential, which will require an MA and between 1000-1500 hours of practicum work. I cannot begin my practicum until after I have a BA, nor can I work towards my MA without my BA. Their lack of forthrightness has held up my personal, professional, and academic progress which in turn prevents me from providing for my family. Had they at any point stated that they needed a statement to verify my medical costs (or lack of as I am/was a military dependent covered through Tri-Care) I would have willingly offered it months ago, along with all of the other documents that I had given, or multiple times that I had submitted it. This is either harassment, or gross negligence on the part of the processing department and the reps in the financial aid department. The only reason that I have not left Ashford in favor of another institution is because if I transfer to another school, I lose a lot of the credits that I have now and I don't have the financial aid left to cover the cost. Below I have attached a copy of the email that has been sent to me through the school as an example to show how they have not communicated their needs in a manner that would allow me to fulfill them.
August 18, 2015
auto" class="MsoNormalCxSpFirst">[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint Number [redacted]
Dear [redacted]
On July 13, 2015, Ashford University (University) received the complaint you submitted to the Revdex.com (Revdex.com) and referred your complaint to the Office of Student Grievance Resolution for investigation. On that same date, the University received and later approved your Authorization to Release Student Records Form, as required by the Federal Education Rights and Privacy Act (FERPA), and will provide the Revdex.com a copy of this letter.
In your complaint, you alleged the following:
· That the University awarded and disbursed federal financial aid student loans to your student account without your authorization;
· That Admissions Counselor [redacted] told you federal financial aid Pell Grant funds would cover the full cost of your tuition and fees at the University and that the cost of tuition at the University was approximately $400 per course.
In your complaint, you stated the following as the resolution you seek:
· For the University to credit your student account balance due in the amount of $1,889.80.
The University conducted an investigation of your concerns. The following details the findings of the investigation and addresses your concerns and resolution request.
Allegations regarding federal financial aid student loans and the cost of tuition
In your complaint, you alleged that the University awarded and disbursed federal financial aid student loans to your student account without your authorization; that Admissions Counselor [redacted] told you federal financial aid Pell Grant funds would cover the full cost of your tuition and fees at the University and that the cost of tuition at the University was approximately $400 per course.
On September 14, 2010, you completed, electronically signed and submitted the University’s online application for admission. 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). In the Student Finance Agreement section of the online application for admission, you indicated your primary payment option as Financial Aid Plan and your secondary payment option as Cash Plan. In the Statement of Fees section of the online application, you were advised that the tuition per credit at the University was $372 (Attachment A, Online Application and Acknowledgment).
The University is committed to the idea that no one should be denied an education because of financial need. The University will provide assistance to all students and families who are eligible for financial aid. In general, financial aid is provided in the form of scholarships, grants, and loans (Attachment B, Financial Aid Policy).
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 C, Financial Aid Specific to Online Undergraduate Student Policy).
There are two payment periods in each academic year. Under the non-term based system, students should receive their first financial aid disbursement on or after the start of their first course. After students earn twelve (12) credits and begin their fifth course, they are eligible to receive their second disbursement of financial aid. The student must complete four (4) courses successfully and begin the fifth course before they become eligible to receive their second disbursement (Attachment C, Financial Aid Specific to Online Undergraduate Student Policy). Unsuccessfully completed or dropped courses may influence the overall cost of attendance.
Students whose last date of attendance (LDA) for a class or semester, as outlined in the attached chart, is during the indicated week will receive the tuition credit indicated. Tuition refunds/credits are based upon class or semester length as outlined in the attached chart (Attachment D, Institutional Tuition Refund Policy).
During your attendance from September 21, 2010, to November 15, 2010, you successfully completed one (1) course and dropped one (1) course during the third week of attendance (Attachment E, Degree Progress Report). Tuition and fees posted to your student account in the total amount of $3,597, and federal financial aid disbursed to your student account as follows: Pell Grant funds in the amount of $2,775 and a subsidized loan in the amount of $1,493 (Attachment F, Ledger Card).
On or about November 22, 2010, per your request, you were withdrawn from your degree program at the University. The Financial Aid Office is required to perform a Return of Title IV Funds calculation when a Title IV recipient withdraws from his or her program (Attachment G, Return of Title IV Funds). On January 8, 2011, the University completed its Return of Tile IV Funds calculation and determined that you had not earned federal financial aid funds in the total amount $2,560.80. On January 28, 2011, federal financial aid funds were returned to the Federal Student Aid Program as follows: Pell Grant funds in the amount of $1,067.80 and subsidized loan funds in the amount of $1,493. As of that date, your student account balance due at the University has been $1,889.80 (Attachment F, Ledger Card).
Conclusion
Based on the above information, as student loans are a form of federal financial aid and your online application indicated your desire to be packaged for federal financial aid, and as there is no information to show that you declined student loans prior to the University having awarded your financial aid, the University denies your allegation that it awarded student loans without your authorization.
Based on the University’s investigation into your concerns regarding Mr. [redacted], there is no information to show that [redacted] told you federal financial aid Pell Grant funds would cover the full cost of your tuition at the University or that the cost of tuition at the University was approximately $400 per course. The University maintains that you were advised at enrollment and before your first date of attendance that federal financial aid is provided in the form of scholarships, grants, and loans, and that the cost of tuition per credit was $372.
It is always the intention of Ashford University and its employees to provide excellent student services. As you indicated that you were not satisfied with the services offered by the University during your enrollment, the University will credit your student account balance due in the amount of $1,889.80 as a gesture of good will. Please allow two to four weeks for this adjustment to reflect on your student account.
If you would like to discuss the outcome of your complaint with me directly, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /7/ Attachment A, Online Application and Acknowledgment
Attachment B, Financial Aid Policy
Attachment C, Financial Aid Specific to Online Undergraduate Student Policy
Attachment D, Institutional Tuition Refund Policy
Attachment E, Degree Progress Report
Attachment F, Ledger Card
Attachment G, Return of Title IV Funds
Ashford has some major truth in advertising problems in their admissions department. I have been working with one person in particular as an admission counselor who has continually used false information to mislead me and sway me into enrolling in the school. While I understand that the admissions department of any college has the singular goal of enrolling as many students as possible, it should NEVER be done dishonestly.
During my interaction with Mr. Andrew T[redacted], the following occurred:
1- He told me the school was a non-profit college, which is entirely untrue.
2 - He told me that with an Associate's Degree from any accredited institution, regardless of the area of study, I would be able to transfer in at a Junior's status and take two years to complete my bachelor's degree. When I submitted my transcripts for review, the school only granted me half of the credits he promised me would transfer.
3 - Upon completion of my FAFSA, he called to inform me that I had 600% of my Pell Grant available for use and that I was eligible to use the full amount of $5,800 per year while enrolled in college. This was a blatant lie, as I later discovered I am not eligible for even a partial Pell Grant.
4 - He told me I could test beyond, or write an essay for any class if I felt I had the knowledge base for a fee of $150.00. While this was mostly true, though it is not possible for any class, he neglected to inform me that I would still have to take the full number of credits in order to receive a degree. He also told me that the essays would accumulate those same credits, which is not true.
I am extremely grateful that I did my research and took my time instead of giving into the pressure tactics he tried to use in order to get me to enroll in the school, but I caution anyone looking at going back to college to avoid Ashford University completely!
class="MsoNormalCxSpMiddle">June 3, 2014
[redacted]
Dear Ms. [redacted],
On May 15, 2014, Ashford University (University) received a copy of your complaint filed at the Revdex.com. In that complaint, you alleged that:
· At the time of your enrollment at the University in 2011, you submitted all required financial aid documents, however, you were not notified of the financial aid you were awarded
· You did not receive an invoice regarding an account balance due and your enrollment was not placed on hold for failure to set up a payment plan for your account balance due
In your complaint, you listed the following as the resolution you seek:
· For the University to provide you with a detailed invoice reflecting the amount you owe
· For the University to place the financial aid loan funds you were approved for on your student account
The following information details the findings of the University’s investigation.
Regarding your Financial Aid
The 2011-2012 University Academic Catalog states the following regarding verification:
Verification is the confirmation through documentation of the information provided on a student’s Free Application for Federal Student Aid (FAFSA). The federal government routinely requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the FAFSA. Approximately 30 percent of financial aid applications submitted nationwide are randomly selected by the U.S. Department of Education, and Ashford University verifies all applicants the U.S. Department of Education selects for verification. The student (and if designated as a dependent student, the student’s parent or parents), will be required to provide appropriate and legible supporting documents to the Ashford University Financial Aid Office (Attachment A, Verification for Federal Student Aid Eligibility Policy).
On December 12, 2011, University representative [redacted] left you a voicemail message regarding the missing verification documents you were required to submit to package your financial aid for your first academic year.
On December 27, 2011, a University representative left you a voicemail message regarding the missing verification documents you were required to submit to package your financial aid for your first academic year.
On January 9, 2012, and January 26, 2012, University representative [redacted] left you a voicemail message regarding the missing verification documents you were required to submit to package your financial aid for your first academic year.
By e-mail message on January 26, 2012, University representative [redacted] advised you that you had been selected for verification for the 2011-2012 financial aid award year, and that you were required to submit documents in order to be packaged. The documents required included the 2011-2012 Dependent Verification Worksheet, a copy of your 2010 taxes, and a copy of your parents’ 2010 taxes. On the same day, Ms. [redacted] called you and left you a voicemail message. By e-mail message on January 27, 2012, Ms. [redacted] advised you regarding the documents you were required to submit to the University to be packaged for financial aid for your first academic year.
On January 30, 2012, the University placed a “packaging failure” hold on your student account as you had not yet been packaged for financial aid. The hold unscheduled your future courses.
By e-mail message on January 30, 2012, Ms. [redacted] advised you that you were required to submit the documents to be packaged for financial aid for your first academic year.
On February 10, 2012,and February 23, 2012, the Financial Aid Office called you and left you a voicemail message regarding the documents you were required to submit to be packaged for financial aid your first academic year.
On February 29, 2012, you were administratively withdrawn from the University as the January 30, 2012, “packaging failure” hold had prevented you from continuing your courses at the University and therefore you were out of attendance for more than fourteen (14) days (Attachment B, Attendance Policy).
Based on the above noted facts, the University maintains you were not packaged for financial aid for your first academic year as the University did not receive the required verification documents to package your financial aid.
Regarding your Student Account Balance Due
In the University’s online application for admission to the Associate of Arts in Business degree program, you signed the Student Finance Agreement on November 15, 2011. The Student Finance Agreement states that you understand that failure to comply with your Student Finance Agreement may result in unscheduling of future courses, administrative withdrawal, late fees, or possible referral to a collection agency (Attachment C, November 15, 2011, Student Finance Agreement).
From November 22, 2011, to February 13, 2012, you successfully completed two (2) courses in your first academic year, EXP 105 and PSY 202. During this time, tuition and fees posted to your student account in the total amount of $3705 (Attachment D, Ledger Card). Below is a breakdown of charges to your student account:
· Tuition for two (2) courses: 2340
· Course Digital Material (CDM) fee for PSY 202: $75
· Technology fee: $1290
· Total account balance due: $3705 (Attachment D, Ledger Card)
Collections attempts made
Our records show that from March 13, 2012, to November 16, 2012, 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 March 13, 2012, 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;
· By e-mail message on April 12, 2012, Ms. [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 April 12, 2012, Ms. [redacted] called you and left you a voicemail message;
· On May 12, 2012, Ms. [redacted] called you and left you a voicemail message;
· On August 12, 2012, Ms. [redacted] called you and left you a voicemail message;
· By e-mail message on September 24, 2012, Ms. [redacted] advised you that you had an outstanding account balance due and notified you that the failure to make repayment arrangements within five (5) days may result in your account being sent to a collection agency;
· On September 29, 2012, Ms. [redacted] called you and left you a voicemail message;
On November 16, 2012, your student account balance due in the amount of $3705 was referred to an external collections agency, [redacted] & [redacted].
Based upon the above, you were advised of your student account balance due and the University policy was followed regarding the referral of your student account balance due to the external collections agency.
Conclusion
The University maintains that as you did not submit the requested verification documents required to package you for your financial aid loans for your first academic year, you were not packaged for financial aid loans for your first academic year.
The University denies your allegation that you were not notified of your student account balance due and maintains University Collections policy was followed. The University denies that your student account was not placed on hold, as a “packaging failure” hold was placed on your student account on January 30, 2012. The University therefore denies your resolution requests.
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 (866) 974-5700 ext. 2206, or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted], JD
Student Grievance Resolution Administrator
for Ashford University
Encls. /5/ Attachment A, Verification Policy
Attachment B, Attendance Policy
Attachment C, November 15, 2011, Student Finance Agreement
Attachment D, Ledger Card
Attachment E, Grievance Procedure and Presidential Appeal Policy
*Attached and in the 2013-2014 Academic Catalog you will find information about the Presidential Appeal Policy.
size="3">Dear Revdex.com,
On October 22, 2014, Ashford University (University) received [redacted] (Student) Revdex.com complaint. In her complaint, she alleged that when she enrolled into the University that she would take her first class on a “trial basis” and “would not be charged for [her] first class”. She was then advised to complete financial aid paperwork and apply for loans in case she decided to stay and take another class. During her second class she decided that the University was not right for she, and she withdrew from the class and the University altogether. She believes her Pell Grant should have covered any costs incurred from the second class, and furthermore, found out that she was indeed charged for the first class, along with a third class that she never took at all, and a technology fee in excess of what she was quoted.
She seeks for the University to waive any balance on her account in full.
The University conducted an investigation of her concerns. The following information details the findings of the investigation.
Regarding the Student’s Enrollment in the University, the Cost of her Courses and the Cost of the Technology Services Fee
On November 2, 2009, the Student completed, electronically signed and submitted the University’s online application for admission to the Bachelor of Arts in Health Care Administration degree program. In signing this agreement, she acknowledged that she had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (catalog). Nowhere in the application or in the catalog does it state that her first course, or any course, would be at no cost to her.
Page 16 of her application for admission states the costs associated with attending the University, including the Technology Services Fee of $990. (Attachment A) This information is also outlined on page 38 of the 2009-10 catalog in which she enrolled under. (Attachment B).
The investigation did not reveal that she was advised to the contrary.
Therefore, the University correctly charged the Student the Technology Services Fee.
Regarding the Student’s Current Balance Due
Within the Student’s application for admission is the following policy:
“Ashford University Tuition Refund Policy
Ashford University's Tuition Refund Policy is detailed in the current school Catalog. In summary, for the Center for External Studies or a graduate program, withdrawal before the start date of a course up to the end of the first week of attendance will result in a 100% tuition refund. Attendance posted beyond the first week and into the second week prior to course withdrawal will result in a 50% tuition refund. Attendance posted into the third week and beyond will result in no (zero) tuition refund. The refund policy excludes all fees which will remain payable. Federal funds required to be returned as a result of changes in eligibility due to reduced attendance will be the responsibility of the student. Refund requirements designated by certain state agencies, where applicable, may take precedence over the institutional refund policy.” (See page 15 of Attachment A).
That policy is also on page 47 within the 2009-10 catalog in which she enrolled under. (Attachment C).
To summarize the above policy, students are 100% financially responsible for the cost of any course that is attended beyond the 2nd week.
She began her first course (PSY 202) on November 24, 2009 and successfully completed it with a B+ on January 11, 2010. She is 100% financially responsible for the cost of that course, which is $1062 in tuition.
She began her second course (HCA 305) on January 12, 2010 and withdrew from it on February 15, 2010, which happened to be the very last day of class. She earned a grade of W for that course. The last day she posted attendance in that course was on February 1, 2010, which was during Week 3. Since that attendance occurred past Week 2 of the course, she is financially responsible for 100% of the cost of that course, which is $1062 in tuition.
The Student was also registered for a third course (SOC 313), however she unregistered from it. She was unbilled for that course, and does not owe anything for it.
Therefore, the University correctly charged the Student for the two courses she had attended, and she was not charged for a third course.
Regarding the Student’s Pell Grant as Payment for her Courses
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 C).
The U.S. Department of Education requires every institution participating in Title IV Federal Financial Aid Programs to have a fair and equitable refund policy. Under this policy, the institution is required to refund unearned tuition to a student who withdraws or otherwise fails to complete the period of enrollment for which the federal aid was intended. The University uses the prorated refund policy defined by governmental regulations. This refund equals that portion of tuition, fees, and any other charges assessed to the student by the institution until the date a student withdraws, minus any unpaid charges owed by the student. No federal refund is required if the student’s last date of attendance occurs after 60% of the enrollment period has passed. If a student withdraws completely from the University prior to the first 60% of the payment period, it is very likely a portion of the financial aid the student received will be required to be returned to the federal government. The calculations for determining how much aid must be returned is based on the date the student begins the withdrawal process from Ashford University. If the student withdraws completely from the University after the 60%, the student is entitled to retain aid received. (Attachment D).
As a result of these requirements, all or part of the federal and institutional funds awarded to a student may need to be repaid to their respective programs.
The student received Pell Grant funding in the amount of $2675 under the expectation that she would successfully complete 140 days of instructional time. However, she only completed 56 days which equated to 40% of the expected instructional time. Therefore, the Student earned 40% of the $2675, and the remaining 60% ($1605) had to be returned to the federal government. The 40% she earned ($1070) was applied to her charges, and her resulting balance due before her account was referred to external collections was $1817. Here is a breakdown of that total:
$1070 in Pell
+$143 credit card payment she made to her account on or around 4/20/10
+$114 credit card payment she made to her account on or around 5/28/10
-$1062 for PSY 202
-$1062 for HCA 305
-$990 Technology Services Fee
-$30 late payment fee on 5/21/10
$1817 Balance Due
Conclusion
The investigation revealed that the Student was correctly charged for the courses she attended, and that she was fully advised as to the cost of the Technology Services Fee. The University therefore is denying her request to waive the balance on her account in full. However, the University will contact the student outside of this forum to discuss a possible resolution to her dispute.
Sincerely,
[redacted]
Director of Student Grievance Resolution
for Ashford University
Encls. /4/ Attachment A: Online Application for Admission, pg. 16
Attachment B: 2009-10 Academic Catalog, pg. 37-38
Attachment C: 2009-10 Academic Catalog, pg. 45-47
Attachment D: 2009-10 Academic Catalog, pg. 48
July 25, 2016
"Arial Narrow", sans-serif">
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]
On July 7, 2016, Ashford University (University) received Revdex.com Complaint # [redacted]. In that complaint, you alleged that:
· You “do not understand how your my bill was calculated, the amounts in which I was charged, and how much financial aid actually paid.”
· The University is denying your re-entry due to your account balance due.
In your complaint, you listed the following as the resolution you seek:
· For the University to credit your student account the amount of $2527.99 and release your official transcripts.
The University conducted an investigation of your concern. The following information details the findings of the investigation and addresses your resolution request.
On February 5, 2013, you completed, electronically signed and submitted the University's online application for admission into the Bachelor of Arts in Health Informatics degree program (Attachment A). 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).
Allegation regarding financial aid processing and student account
The University’s Terms of Billing and Payment Policy states the following:
Tuition and fees are billed on a financial aid payment period basis, regardless of payment option. For online undergraduate programs, a payment period is a minimum of 20 weeks of instructional time and 12 successfully earned credits. This is typically four courses taken sequentially during the payment period. For online graduate programs, a payment period is a minimum of 18 weeks of instructional time and 9 successfully earned credits. This is typically three courses taken sequentially during the payment period. Clinton Campus payment periods align with enrollment terms. Tuition and fees that are associated with future courses are subject to change.
Tuition is due according to the terms and conditions of a student’s selected Payment Option. See the section on Payment Options for more information.
Ashford 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 credits will not be forwarded to another institution or potential employer until all accounts with Ashford University are paid in full.
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 D).
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 D). 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.
Academic Year One
From February 12, 2013, to August 5, 2013, you successfully completed four (4) out of five (5) attempted courses and were billed tuition and fees for the first four courses of your first academic year in the total amount of $5355.23 (Attachment C).
On May 7 and May 28, 2013, financial aid was disbursed to your student account in the total amount of $7,526, bringing your student account balance to a credit in the amount of $2,170.77 (Attachment C).
On June 4, 2013, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the
amount of $846.77, bringing your student account balance to a credit in the amount of $1,324 (Attachment C).
On June 4, 2013, you were billed for the fifth course of your first payment period, ANT 101, Introduction to Anthropology in the total amount of $1381.02 (Attachment C), bringing your student account balance to $57.02.
On June 20, 2013, a Federal Supplement Educational Opportunity Grant was disbursed to your student account in the total amount of $300, bringing your student account balance to a credit in the amount of $242.98 (Attachment C).
On June 28, 2013, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the
amount of $242.98, bringing your student account balance to zero (Attachment C).
From August 6, 2013, to December 23, 2013, you successfully completed four (4) courses and were billed tuition and fees in the total amount of $5524.04 (Attachment C).
On August 27, 2013, financial aid was disbursed to your student account in the total amount of $7,825, bringing your student account balance to a credit in the amount of $2,300.96 (Attachment C).
On September 4, 2013, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the
amount of $2300.96, bringing your student account balance to zero (Attachment C).
Academic Year Two
From January 7, 2014, to May 26, 2014, you successfully completed four (4) courses and were billed tuition and fees for the first four courses of your second academic year in the total amount of $5845.03 (Attachment C).
On January 28, 2014, financial aid was disbursed to your student account in the total amount of $5194, bringing your student account balance to $651.03 (Attachment C).
From May 27, 2014, to February 2, 2015, you successfully completed four (4) out of six (6) attempted courses.
On May 27, 2014, you were billed tuition and fees for the first three courses of your second academic year in the total amount of $4206.03 (Attachment C) bringing your student account balance to $4892.07.
On June 17, 2014, financial aid was disbursed to your student account in the total amount of $8059, bringing your student account balance to a credit in the amount of $3166.93 (Attachment C).
On June 24, 2014, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the amount of $1856.96, bringing your student account balance to a credit of $1310.00 (Attachment C).
On July 8, 2014, you were unregistered and received credit in the amount of $1402.01 for MAT 222, bringing your student account balance to a credit in the amount of $2,712.01.
On July 15, 2014, you were billed tuition and fees for the next three courses of your second academic year in the total amount of $3930, bringing your account balance to $1217.99 (Attachment C).
On September 22, 2014, you were unregistered for HCA 401, bringing your student account balance to a credit in the amount of $92.01. On September 23, 2014, you were charged tuition and fees for HIM 301 in the total amount of $1310, bringing your student account balance to $1217.99. From November 18, 2014 through December 16, 2014, you were charged tuition and fees for INF 231, in the amount of $1310. On November 20, 2014, you made an online bookstore purchase in the amount of $141.89. As of December 16, 2014, your total student account balance was $2669.88.
Academic Year Three
From February 3, 2015, to August 10, 2015, you successfully completed two (2) out of three (3) attempted courses. On February 3, 2015, you were billed tuition and fees for the first four courses of your third academic year in the total amount of $5421.48 (Attachment C).
On February 5 and 24, 2015, financial aid was disbursed to your student account in the total amount of $9349 bringing your student account balance to a credit of $1257.64 (Attachment C).
On March 3, 2015, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the
amount of $3585.63, bringing your student account balance to $2327.99 (Attachment C).
On July 20, 2015, an R2T4 Calculation was completed which determined you had earned all of the federal financial aid funds disbursed to your student account.
On August 7, 2015, per Federal Student Aid guidelines, a post R2T4 credit balance stipend was issued directly to you in the amount of $1,370.74, bringing your student account balance to $2,320.98 (Attachment C).
From August 14, 2015 through November 24, 2015, the University internal collection department attempted to reach you by phone and email to discuss your account balance due. Because no payment or payment plan was ever received by the University, on November 24, 2015, your student account balance was placed with an external collection agency.
Allegation regarding re-entry into the University
On June 23, 2015, you withdrew from the University. Via email message on July 30, 2015, the University informed you of your account balance due. On August 14, September 2 and 12, and October 1, 22 and 29, the University collection department contacted you via email and phone in order to discuss your account balance due. Via email message on October 26, 2015, you inquired about re-entry into the University. Via email message on October 30, 2015, [redacted], a University re-entry counselor, sent you an email message outlining the steps necessary for re-entry. Within that communication, [redacted] detailed your account balance due and provided you with payment options. Via email message on November 3, 2015, [redacted] informed you that a payment plan was still needed in order for your re-entry to be approved. Via email message on November 5, 2015, you requested [redacted] answer questions regarding the payment plan. Via email message on November 6, 2015, [redacted] replied that a payment plan can be set up to extend out to six months after your graduation date ($90.29 per month for 28 months). [redacted] also stated that in order to re-enter, your first payment would need to be made. Via email message on November 16, 2015, you stated you were unable to make the initial payment to begin courses.
Conclusion
Per your request, the University has provided you with a reconciliation of your student account.
Based on the above, the University does not grant your resolution request.
It is always the intention of Ashford University to provide excellent student services. If you have any questions regarding the outcome of this investigation, please contact me directly at [redacted] or [redacted]
Sincerely,
[redacted]
[redacted]
Associate Director, Student Dispute Resolution
for Ashford University
Encls. /4/ Attachment A Online Application for Admission
Attachment B Terms of Billing and Payment Policy
Attachment C Ledger Card
Attachment D Federal Financial Aid Policy
On June 9, 2015, Ashford University (University) received the complaint you submitted to the Revdex.com (Revdex.com) and referred your complaint to the Office of Student Grievance Resolution for investigation. On June 10, 2015, the University approved your Authorization to Release Student Records Form, as required by the Federal Education Rights and Privacy Act (FERPA), and will provide the Revdex.com a copy of this letter.
In your complaint, you alleged the following:
That the University did not timely process your verification for federal student aid; and,
That the University allowed you to continue attending courses after knowing you did not have enough financial aid funding to cover the cost of your second academic year courses.
In your complaint, you stated the following as the resolution you seek:
· For the University to credit your student account balance due in the amount of $4,726.10.
The University conducted a thorough and impartial investigation of your concerns. The following details the findings of the investigation and addresses your concerns and resolution requests.
Allegations regarding verification processing and course enrollment
In your complaint, you alleged the University did not timely process your verification for federal student aid and allowed you to continue attending courses after knowing you did not have enough financial aid funding to cover the cost of your second academic year courses.
On June 17, 2013, you completed, electronically signed and submitted the University’s online application for admission. 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). In the Student Finance Agreement section of the online application for admission, you indicated your primary payment option as Financial Aid Plan and your secondary payment option as Cash Plan (Attachment A).
Financial Aid Specific to Online Undergraduate Students: 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.
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). Unsuccessfully completed courses may influence the overall cost of attendance.
During your first academic year from July 16, 2013, to May 5, 2014, you successfully completed eight (8) courses and ended the academic year with all tuition and fees paid through financial aid funding (Attachment C, Degree Progress Report; Attachment D, Ledger Card). The financial aid disbursed to your student account for your first academic year included subsidized and unsubsidized loans of $9,000 (including funding fees) and two Pell Grant disbursements.
During your second academic year from May 6, 2014, to May 11, 2015, you successfully completed eight (8) courses, withdrew from two courses after they began, failed one course, and ended the academic year with a balance due in the amount of $4,726.10 (Attachment C, Degree Progress Report; Attachment D, Ledger Card).
On March 19, 2014, the University packaged your second academic year financial aid. That package included subsidized and unsubsidized loans of $9,000 (including funding fees), per your request not to receive any loan funding greater than $9,000, per academic year. Your second academic year financial aid package did not include Pell Grant funds as you had exhausted your eligibility for 2013-14 Pell Grant funds during your first academic year. On that same date, the University sent you a Financial Aid Award Letter notification email that detailed the amount of financial aid funding you were scheduled to receive for your second academic year.
On June 13, 2014, the University received your 2014-15 Institutional Student Information Report (ISIR) from the Federal Student Aid Program. That document contained the relevant information from your 2014-15 Free Application for Federal Student Aid (FAFSA) and was used by the University to package your financial aid; it contained similar information to the Student Aid Report (SAR) the FSA Program provided to you after you completed your FAFSA. The ISIR indicated that your Earned Family Contribution (EFC) was within the range that would normally include consideration for federal Pell Grant funding. The ISIR also indicated that you had been selected for Verification, an FSA Program process that ensures 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. The University’s policy regarding this FSA Program required process, including information regarding the University’s requirement to request tax return related information from you, is attached for your reference (Attachment E).
By email on August 8, 2014, Student Advisor [redacted] told you that one of the documents needed to complete the verification process included a “signed statement clarifying [your] marital status along with the last date this status changed … because the verification documents sent in conflict with the marital status you reported on your FAFSA.”
On August 27, 2014, the University received your first signed statement (Attachment F).
By email on September 12, 2014, [redacted] told you that your first statement was not sufficient and that you needed to submit a new signed statement that includes “the exact date that your common law marriage began.”
By email on October 14, 2014, you asked [redacted] if you could drop SCI 207. In his emailed response later that day, [redacted] advised you that if you dropped the course you would only receive a 50% tuition refund, per the University’s Tuition Refund Policy, as you had posted attendance in the course into the second week (Attachment G). Later that day, [redacted] processed your course drop request.
On October 17, 2014, [redacted] told you that your first signed statement had not been approved and that you needed to submit a second signed statement that included the exact date your common law marriage began.
On October 18, 2014, the University received your second signed statement (Attachment F).
By telephone on November 18, 2015, a Financial Aid Office representative told you that your second statement was still being reviewed since it appears the information you provided in your previous statements may conflict with information in your ISIR.
On January 5, 2015, a Financial Aid Office representative told you that a third signed statement would be needed to clarify your marital status in 2013. On January 6, 2015, the University received your third signed statement (Attachment F).
On January 12, 2015, after updating the FSA Program with the information received in your signed statements, a new ISIR was received. That ISIR indicated that your Earned Family Contribution (EFC) was not within the range that would normally include consideration for federal Pell Grant funding.
On January 14, 2015, the University reconsidered your financial aid funding for your second academic year and did not change the original award as you were not eligible for Pell Grant funding and you had already been packaged up to the maximum amount of loan funding you had requested per academic year - $9,000.
On January 19, 2015, you unsuccessfully completed MAT 222, Intermediate Algebra.
On May 11, 2015, you successfully completed the last course of your second academic year, MGT 330, Management for Organizers. Effective June 2, 2015, per your request, you were withdrawn from you degree program at the University.
On June 20, 2015, the University conducted a Return of Title IV Funds calculation, per Federal Student Aid guidelines, and determined that you had earned all the financial aid that had been awarded and disbursed to your student account during your second academic year (Attachment H).
Conclusion
Based on the above information, on March 19, 2014, prior to the start of your second academic year, the University sent you a Financial Aid Award Letter notification email that specifically stated the amount of financial aid you could expect to receive in your second academic year. On January 14, 2015, once the University received all required documentation from you to complete the verification process, an updated Financial Aid Award Letter notification email was sent to you that stated the amount of financial aid you could expect to receive in your second academic year. Those letters combined with the ledger card information available to you in the online Student Portal showed that the amount of financial aid you were expected to receive would not be sufficient to pay for your second academic year tuition and fees. Accordingly, per the Student Finance Agreement section of your online application for admission, your secondary payment option would be needed to cover the remaining tuition and fees due for your second academic year.
It is always the intention of Ashford University and its employees to provide excellent student services. As a gesture of good will, the University will credit your student account $975, which represents the remaining tuition and fees refund amount for you withdrawal from course SCI 207. Please allow two to four weeks for that adjustment to reflect on your student account. You are responsible for the remaining balance due in the amount of $3,751.10 and are encouraged to contact Collections Specialist [redacted] directly at [redacted]
If you would like to discuss the outcome of your complaint with me directly, please feel welcome to contact me at [redacted] or at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /8/ Attachment A, Online Application and Acknowledgment
Attachment B, Financial Aid Policy
Attachment C, Degree Progress Report
Attachment D, Ledger Card
Attachment E, Verification for Federal Student Aid Eligibility Policy
Attachment F, Signed Statements (3)
Attachment G, University Tuition Refund Policy
Attachment H, Return of Title IV Funds Policy
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.
On April 11, 2014, April 28, 2014, April 29, 2014, and May 6, 2014, the University sent [redacted] two (2) e-mail messages and contacted the student by telephone using the contact information on file with the University, in order to notify the student that the Form was missing the student identification number and therefore could not be processed. As of the date of this letter, the University has not received [redacted] revised and therefore complete 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
Ashford continues to mention email communication. I spoke with [redacted] several times verbally, by telephone. (between your mentioned dates and after those dates) I told [redacted] an exact date of when Ashford would receive a payment. He gladly accepted that date specified. I was then turned over to collections less than two weeks prior to that date. It absolutely would have been Ashford's responsibility to enter in a written contract with me after several emails....AND phone calls. I have made so many attempts to work this out with Ashford, and you want to discount all verbal communications. As soon as [redacted] knew the month, he should have sent me a contract. He had opportunity from that last email exchange you show and opportunity after our phone conversations. There was opportunity several times in between.
Regards,
[redacted]
Hello [redacted]
The concerns that you raise in this 2nd rejection of our response mirror the concerns in your original complaint. As previousely stated, the University conducted a thorough investigation into these same concerns, and as noted above, the University issued its response addressing your concerns. Our position on these concerns remains the same.
Therefore, we will not be able to grant your resolution request to refund your financial aid to the federal government or to assist you in paying for an alternative degree program.
Thank you,
[redacted]
Director of Student Grievance Resolution
for Ashford University
On July 15, 2014, Ashford University (University) received a copy of the request for additional information regarding the complaint that you filed at the Revdex.com (Revdex.com). On June 23, 2014, the University received a copy of the original complaint that you filed at the Revdex.com. On July 10, 2014, the University issued a response to your Revdex.com complaint (Attachment A, July 10, 2014, University Response Letter). The concerns regarding your student account balance due and the referral of the account balance due to an external agency that you raised to the Revdex.com on June 23, 2014 and July 15, 2014, mirrored the concerns listed in your formal grievance received January 31, 2014. The University conducted an investigation into these same concerns, and on April 7, 2014, the University issued its response to you (Attachment B, April 7, 2014, University Response Letter). On April 29, 2014, the University received your Presidential Appeal. On May 21, 2014, the University issued the response to the Presidential Appeal to you by U.S. mail (Attachment C, May 21, 2014 Presidential Appeal Determination Letter). On May 27, 2014, the University issued the response to the Presidential Appeal to you by e-mail message; password protected. On June 10, 2014, Senior Corporate Attorney Lori Trofemuk provided you with a summary of your concerns and the outcome to each of your concerns addressed through the Student Dispute Resolution Center processes (Attachment D, June 10, 2014, Summary of Concerns Email).
Please note that on April 29, 2014, your student account balance due was recalled from the external collection agency, [redacted], and placed back with the University’s internal Collections Department. The University received confirmation from the external collection agency that the account was closed on April 29, 2014; however, it may take thirty (30) to ninety (90) days to be removed from a student’s credit report. If the placement has not been removed from your credit report after 90 (days), please contact the University’s collection department.
In addition, the University maintains that you were notified of your student account balance due prior to your account being referred to an external collection agency (Attachment B, April 7, 2014, University Response Letter). The University also maintains your account balance due is accurate (Attachment B, April 7, 2014, University Response Letter). Per University policy, in order to re-enroll in the University, you must enter into a payment plan to address your current account balance due which as of the date this response letter is $5,705.00 (Attachment E, Ledger Card). Please work with your collection specialist, John Dietrich, regarding the details of your payment plan.
Furthermore, as stated in the University’s April 7, 2014, response, on June 19, 2012, you were packaged for federal financial aid for your second academic year. Your last day of attendance was on April 8, 2013. According to the 2012-2013 Federal Student Aid Handbook, students who are out of attendance over 180 days without completing the payment period will start a new payment period when he or she re-enters the University (Attachment F, Federal Student Aid Handbook, p. 5-32). Therefore, the University maintains that any future financial aid you are eligible for cannot be applied to your current student account balance due as you have been out of attendance for over 180 days. Upon re-enrollment at the University, you will enter into a new academic year and will be eligible to be packaged for a new federal financial aid award year.
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 regarding your formal grievance, please contact Student Grievance Resolution Administrator [redacted] at [redacted] or at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Encls. /6/
Attachment A, July 10, 2014 University Response Letter
Attachment B, April 7, 2014, University Response Letter
Attachment C, May 21, 2014 Presidential Appeal Determination Letter
Attachment D, June 10, 2014, Summary of Concerns Email
Attachment E, Ledger Card
Attachment F, 2012-2013 Federal Student Aid Handbook, p. #5-32
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.
Ashford University refuses to acknowledge my payment arrangement made and turned me over before that agreed upon date.
Regards,
[redacted]
The representative used high pressure tactics to lure my nephew into submitting an application to this on-line university. She lead him to believe that completing their course of study would lead to a triple figure job upon completion. There was never a mention of course fees or costs for loans. An assessment free course was offered along with an entry level class, which was not free.
I asked the young lady to stop calling. After two weeks, the calls and e-mails began again. I have asked for the second time that my number and e-mail account be removed. I'm not sure that it will since the reps do not understand "not interested".
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.
One of Ashford University sent me an email stating that I would be receiving a copy of the actual assignments showing the actual dates they were posted a couple of weeks ago. After I did not receive the information on the date listed in the email, I sent another email stating that I did not receive the information. I received an email stating that it takes time to pull up these documents because it is rare that this happens. Then I received another email stating that my authorization to release information was outdated and that I would have to resubmit this document. I responded to that email as well. It is funny how I am receiving this same garbage from this University but not the proof that I asked for. You say I posted these assignments on dates after the withdraw period; show me the assignments showing the dates. Simple as that......
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.
Ashford University continues to ignore all of my contact made to them. They also continue to ignore numerous phone conversations made to them. They also fail to acknowledge the fact they did not provide a written contract outlining the terms and payment arrangement in which we agreed upon.
Regards,
[redacted]
rgb(255,255,255)">
Dear[redacted]
I hope all is well.
The student’s concerns mirror similar concerns that the student had filed with a separate agency. The University responded to that agency in writing, and that response is attached for your review.
We attempted to upload this via the complaint system, but the attachment is too large. Could you please confirm that you received this?
Thank you!
[redacted]
J.D./DIRECTOR OF STUDENT GRIEVANCE RESOLUTION
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Response received 10/17/2014 - stating I was placed on their "Student No Further Contact" Database as of 9/18/14. As long as it is understood that I never was a student to begin with, reason being why I never signed their papers. I don't have a "student record" with them. I will accept on the condition that in no way, shape or form that I hold any obligations to Ashford University and that they do not contact me, as stated in their latter dated October 9, 2014. Thank you for your time and consideration in this matter.
[redacted]
Dear Ms. [redacted],
On June 3, 2015 Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). The University referred the complaint to the Office of Student Grievance Resolution to address your concerns through the formal grievance process. In your complaint, you alleged the following:
“I was lead to believe that an on-line BS degree would take me approximately 3 years to complete, in reality it would have been 4 years. I was told that my cost for said education would amount to about 32k, in reality it would have been closer to 50k. I was told that the only out-of-pocket expense to me would be $150 dollar graduation fee upon [completion] of my degree, later on I received notice that I was expected to pay out of-pocket for text books which was estimated to be 4k. I feel [duped] and intentionally mislead by the Ashford recruiter.”
The following is the resolution you are seeking: full refund of fees paid.
The following details the findings of the investigation.
Your Student Account Balance
On November 6, 2012, you signed and submitted the online application for enrollment to the Bachelor of Arts in the Organizational Management degree program (Attachment A ). Within that application, the Statement of Fees state:
Total Tuition: $48,240
Based on 120 Total Credits of AU Coursework
Textbooks/Materials: $4,000
Based on an average cost per course of $100 and taking 40 courses.
Technology Services Fee: $1,290
The Technology Services Fee is a one-time fee, applied on the second week of enrollment, post start date for degree-seeking students to provide the student with initial configuration setup to University systems such as the online learning platform and other academic support systems.
Graduation Fee: $150
Charged with Petition to Graduate
Approximate Total: $53,680
The investigation of your complaint did not reveal any evidence that your admission counselor mislead you or advised you incorrectly regarding the amount of the total tuition that would be payable, time to degree completion or the costs of textbooks and other assorted fees. The Statement of Fees within the application you electronically signed accurately outlines the associated costs of seeking a degree at Ashford University. Additionally, when asked directly whether you had email evidence of said mis-advisement by your admissions counselor, you indicated that you did not. The University therefore denies your resolution request for a full refund of fees paid.
Your Additional Inquiry
Additionally, in a separate email you inquired about Ashford University’s low percentage of graduation rates, 21%, as reported from www.collegeresults.org. This website pulls its information from IPEDS which is a federal-government portal where schools are required to post graduation rates. For graduation rates, IPEDS only takes into account first-time college students (those who had never attended college previously); transfer students are not considered in these figures. Ashford students who attended other colleges prior to attending Ashford are not accounted for in IPED’s graduation percentages. Additionally, the University understands that adult learners who transfer into Ashford University face many challenges when attending school and therefore graduate at their own pace and not in a prescribed period of time.
Please note, should you provide documentation reflecting that your admissions counselor inaccurately advised you of the cost of your enrollment or the time to degree completion at Ashford University, the University will re-open your complaint at that time.
If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at (866) 974-5700 extension 11309, or at [email protected].
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. I wish you all the best in your future endeavors.
Sincerely,
[redacted]
, PhD
Associate Vice President, Student Dispute Resolution
for Ashford University
**Beware** Just like the other negative reviews, the comments are COMPLETELY TRUE about Ashford!!!
It 1st starts off great with the admissions counselors being very attentive and then they transfer you to your academic advisor. I actually, had a fantastic advisor at Ashford for the first 4 months. He then left the University all together and got a new job somewhere else. That should have been the EYEOPENER for me to head out as well, but I continued on. Since his departure Ashford has changed my advisors 4 times and every one of them was below average. The advisors don't care about you or your grades all they care about is getting the money from you!!!!!! Basically in a nut shell the whole university ONLY cares about taking money from you and you are just another number to them. By the way if you want to speak to someone because there is a problem, there is NO ONE to talk to besides your advisor!
PLEASE PAY CLOSE ATTENTION HERE, FOR EXAMPLE IF YOU HAVE A PROBLEM WITH YOUR INSTRUCTOR OR A GRADE THEN YOU MUST SUBMIT EMAILS TO A DEPARTMENT(SUPPOSEDLY). THE DEPARTMENT NEVER CONTACTS YOU VIA PHONE, YOU ONLY RECEIVE EMAILS ADVISING YOU OF THEIR DECISION!!!!! THERE IS NO DEAN OR ANYTHING OF THAT NATURE TO SPEAK TO REGARDING YOUR ISSUES, YOU ONLY HAVE THE ADVISORS AND THEY HAVE NO AUTHORITY TO DO ANYTHING NOR DO THEY EVEN KNOW THE PROCEDURES TO TAKE.
And yes, all the negative reviews about the financial aid office is correct also!!
I graduated with my Bachelors degree in Psychology 2015 and this was in the end the worst experience with a school I've ever been through!!!! Still haven't received my degree in the mail either!!
The ONLY reason I stayed the entire 2.5 years is because I paid so much money and had so many credits, I couldn't afford to loose them again and start over.
I WOULD NOT, I REPEAT WOULD NOT recommend this University to any of my military members or family/friends DON'T WASTE YOUR MONEY, TIME and ENERGY just GO SOMEWHERE ELSE!!!!!!!!!!!!!!
class="MsoNormalCxSpMiddle">September 19, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted]
On September 5, 2014, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). On the same date, the University received your Authorization to Release Student Records Form for the University to disclose protected information in your student record to the Revdex.com. The University processed this form and will forward a copy of its response to the Revdex.com.
The University referred the correspondence received on September 5, 2014, to the Office of Student Grievance Resolution to address your concerns through the formal grievance process for students. In your complaint, you alleged that:
· “I had a lapse in attending the university. They said they would contact me when the new classes would start but I was never contacted they started the new class of which I subsequently failed due to both lack of attendance and failure to submit work. They said I could only pay in full of over six thousand dollars in order for me to continue class or settle debt I asked for a payment plan even if it was high, I did not have that amount of money lying around. They refused to take down payment or accept any payment that was not the full amount.”
The resolution you are seeking is as follows:
· “Fix the billing. This company is only destroying people’s credit by sending them to collections. At least try and make a payment plan with people.”
The University conducted an investigation of your concerns. The following information details the findings of the investigation.
Regarding your course schedule and account balance
The 2009-2010 University’s Academic Catalog states that for nonterm-based undergraduate level programs, if a student’s last date of attendance in a course is within the second week of the course, the student is responsible for the fifty percent (50%) of the cost of the course (Attachment A, Tuition Refund Schedule).
The 2009-2010 University’s Academic Catalog states the following regarding the Attendance Policy:
Students taking online classes are expected to attend each week. Students are required to log in to each online course by Tuesday during the week in which the course officially begins and to complete the initial introductory postings in the course…Students who fail to meet these attendance requirements in one week of the course will be given an absence for that week…Students who fail to meet the attendance requirements for a second week in the course will be administratively dropped from the course retroactive to the last date of attendance (Attachment B, Online Bachelor’s Program Attendance Policy).
From September 29, 2009, to October 4, 2010, you successfully completed three (3) courses, unsuccessfully completed four (4) courses, and withdrew from one (1) course, MGT 330, in your first academic year. Please note, a fifty percent (50%) credit was placed on your account in the amount of $531 on April 5, 2010, for the MGT 330 course as per the Tuition Refund Policy, you withdrew prior to the third week of the course (Attachment C, Ledger Card). From September 29, 2009, to October 4, 2010, tuition and fees posted to your student account in the total amount of $9171 (Attachment B, Ledger Card).
The investigation revealed a break, from December 7, 2009, to January 26, 2010. Upon reentry, you unsuccessfully completed INF 103, earning a grade of “F”, and you posted attendance through the fifth week of the course. The investigation also revealed a break from March 9, 2010, to May 18, 2010. During this time, you withdrew from MGT 330, and earned a fifty percent credit as indicated above (Attachment C, Ledger Card). Upon reentry, you successfully completed INF 103, earning a grade of “B.”
From August 31, 2010, to October 4, 2010, you unsuccessfully completed your last course at the University, ANT 101, earning a grade of “F.” You posted attendance through the fifth week in the course. The investigation did not reveal that you had taken a break prior to the start of this course, or that University representatives did not advise you of the start of the course. You were scheduled to take ENG 225 following ANT 101, however, you were unscheduled for this course and you were not charged for it (Attachment C, Ledger Card).
From October 6, 2010, to October 27, 2010, University representatives contacted you by voicemail and email regarding your lack of attendance and possible withdrawal from the University per the University’s Attendance Policy.
On November 2, 2010, you were withdrawn from the University for failing to post attendance for a fourteen (14) consecutive day period (Attachment B, Online Bachelor’s Program Attendance Policy). Your last date of attendance was September 27, 2010.
The following summarizes the calculation of your account balance due at the end of your first academic year:
· AY1 Tuition and Fees: $9171
· AY1 Financial Aid Disbursed: $7784.25
· Refunds due to the Return of Title IV Funds upon withdrawal: $2613
· Total account balance due: $7784.25 - $9171 - $2613 = $3999.75 (Attachment C, Ledger Card).
By telephonic conversation on November 3, 2010, Financial Student Advisor [redacted] advised you of the impact of unsuccessfully completed grades on your student account and financial aid. [redacted] advised you of the account balance due that would have to be paid in order to return to the University.
Collections Attempts
Our records show that from November 9, 2010, to July 25, 2011, 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 November 9, 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;
· By e-mail message on November 12, 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 November 19, 2010, Collections Specialist [redacted] called you;
· On November 29, 2010, [redacted] left you a message;
· On March 21, 2011, [redacted] left you a message;
· By e-mail message on June 21, 2011, 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 July 1, 2011, [redacted] left you a message.
On July 25, 2011, your student account balance due in the amount of $3999.75 was referred to an external collections agency, [redacted].
By telephonic conversation on September 14, 2011, you spoke with a University representative. The University representative advised you of your account balance due and told you that you were required to set up a payment plan with the external collections agency in order to reenter the University.
Conclusion
Based on the above noted facts, the University did not find evidence in support of your allegation that the University failed to advise you that you were scheduled for a course and therefore you subsequently failed the course. The University maintains you were advised of your last date of attendance and issued nonattendance warnings by telephone and email, prior to your November 2, 2010, withdrawal. Your account balance due is accurate and was referred to an external collections agency per policy.
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact [redacted] at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Encls. /3/ Attachment A, Tuition Refund Schedule
Attachment B, Online Bachelor’s Program Attendance Policy
Attachment C, Ledger Card
I am a student at Ashford University's on-line BA program. Their physical location is in San Deigo CA. I am currently in the last few classes for my BA in psychology.
In April of 2015 I received correspondence stating that my financial aid package was ready, and on May 20th, I began receiving emails stating that I had missing financial aid documents. I had mailed the required documents to the school's financial aid department on June 1st, 2015, where I was again contacted to submit additional verification (A student statement which explained the deficits in my out going to incoming funds). In the initial documentation I stated that we where unable to pay all of our bills because of these deficits once my husband was medically retired from the Army in 2013, and that part of these bills where covered by financial aid disbursements and tax returns. I had submitted around a total of seven statements before it was accepted without explanation as to what their needs where, and why the verification was continually rejected. I eventually broke down my incoming and out going funds to the exact dollar with specifications to disbursements and tax returns. This process has been going on since May to current day.
Today (09.25.2015) I received an additional email requesting another student statement, and saying that this information had been requested since June. After each instance, I have called the school to find out if there was any other information that was required so that we could finish this process as soon as possible. On one occasion, I was told that I needed to verify my marriage status as well, however the representative filed documentation stating that there has never been discrepancies with the documentation (legal or otherwise) in my marital status.
Today when I spoke to the financial aid department at Ashford University I was told that they needed documentation concerning how I payed for medical expenses because in the initial verification forms I put that they where 0, and that medical expenses where not applicable. The email and the representative stated that this had been requested since June 20th, 2015. Through out the course of this interaction with the financial aid department, they had never stated that they required a statement explaining why my medical expenses where 0. The only explanation they have offered was that I needed to explain my finances and the differences in incoming and outgoing funds which I had completed. Each time I have called into the financial aid department I have asked if there was other documents that I needed to submit since the email is very vague on details. Each time, the rep stated that I only needed to account for my funds baring the one occasion where the rep removed the request to verify my marital status.
The complaint comes through the ramifications that this lack of candidness has caused. Each form or statement that I submit pushes back my disbursement date. Initially following the last adjustment funds where supposed to be dispersed in November; they are now scheduled for February; my last class is in March (Though after speaking to FASFA, I was informed that they have me enrolled until Sept. of 2016). Once I submit the information regarding my medical expenses, the disbursement will be pushed back again to when I am no longer in school. They cannot award me a degree until after my student account is at a zero balance. I am going to be working in Applied Behavioral Analysis and working towards a Board Certified Behavioral Analysis credential, which will require an MA and between 1000-1500 hours of practicum work. I cannot begin my practicum until after I have a BA, nor can I work towards my MA without my BA. Their lack of forthrightness has held up my personal, professional, and academic progress which in turn prevents me from providing for my family. Had they at any point stated that they needed a statement to verify my medical costs (or lack of as I am/was a military dependent covered through Tri-Care) I would have willingly offered it months ago, along with all of the other documents that I had given, or multiple times that I had submitted it. This is either harassment, or gross negligence on the part of the processing department and the reps in the financial aid department. The only reason that I have not left Ashford in favor of another institution is because if I transfer to another school, I lose a lot of the credits that I have now and I don't have the financial aid left to cover the cost. Below I have attached a copy of the email that has been sent to me through the school as an example to show how they have not communicated their needs in a manner that would allow me to fulfill them.
August 18, 2015
auto" class="MsoNormalCxSpFirst">[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint Number [redacted]
Dear [redacted]
On July 13, 2015, Ashford University (University) received the complaint you submitted to the Revdex.com (Revdex.com) and referred your complaint to the Office of Student Grievance Resolution for investigation. On that same date, the University received and later approved your Authorization to Release Student Records Form, as required by the Federal Education Rights and Privacy Act (FERPA), and will provide the Revdex.com a copy of this letter.
In your complaint, you alleged the following:
· That the University awarded and disbursed federal financial aid student loans to your student account without your authorization;
· That Admissions Counselor [redacted] told you federal financial aid Pell Grant funds would cover the full cost of your tuition and fees at the University and that the cost of tuition at the University was approximately $400 per course.
In your complaint, you stated the following as the resolution you seek:
· For the University to credit your student account balance due in the amount of $1,889.80.
The University conducted an investigation of your concerns. The following details the findings of the investigation and addresses your concerns and resolution request.
Allegations regarding federal financial aid student loans and the cost of tuition
In your complaint, you alleged that the University awarded and disbursed federal financial aid student loans to your student account without your authorization; that Admissions Counselor [redacted] told you federal financial aid Pell Grant funds would cover the full cost of your tuition and fees at the University and that the cost of tuition at the University was approximately $400 per course.
On September 14, 2010, you completed, electronically signed and submitted the University’s online application for admission. 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). In the Student Finance Agreement section of the online application for admission, you indicated your primary payment option as Financial Aid Plan and your secondary payment option as Cash Plan. In the Statement of Fees section of the online application, you were advised that the tuition per credit at the University was $372 (Attachment A, Online Application and Acknowledgment).
The University is committed to the idea that no one should be denied an education because of financial need. The University will provide assistance to all students and families who are eligible for financial aid. In general, financial aid is provided in the form of scholarships, grants, and loans (Attachment B, Financial Aid Policy).
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 C, Financial Aid Specific to Online Undergraduate Student Policy).
There are two payment periods in each academic year. Under the non-term based system, students should receive their first financial aid disbursement on or after the start of their first course. After students earn twelve (12) credits and begin their fifth course, they are eligible to receive their second disbursement of financial aid. The student must complete four (4) courses successfully and begin the fifth course before they become eligible to receive their second disbursement (Attachment C, Financial Aid Specific to Online Undergraduate Student Policy). Unsuccessfully completed or dropped courses may influence the overall cost of attendance.
Students whose last date of attendance (LDA) for a class or semester, as outlined in the attached chart, is during the indicated week will receive the tuition credit indicated. Tuition refunds/credits are based upon class or semester length as outlined in the attached chart (Attachment D, Institutional Tuition Refund Policy).
During your attendance from September 21, 2010, to November 15, 2010, you successfully completed one (1) course and dropped one (1) course during the third week of attendance (Attachment E, Degree Progress Report). Tuition and fees posted to your student account in the total amount of $3,597, and federal financial aid disbursed to your student account as follows: Pell Grant funds in the amount of $2,775 and a subsidized loan in the amount of $1,493 (Attachment F, Ledger Card).
On or about November 22, 2010, per your request, you were withdrawn from your degree program at the University. The Financial Aid Office is required to perform a Return of Title IV Funds calculation when a Title IV recipient withdraws from his or her program (Attachment G, Return of Title IV Funds). On January 8, 2011, the University completed its Return of Tile IV Funds calculation and determined that you had not earned federal financial aid funds in the total amount $2,560.80. On January 28, 2011, federal financial aid funds were returned to the Federal Student Aid Program as follows: Pell Grant funds in the amount of $1,067.80 and subsidized loan funds in the amount of $1,493. As of that date, your student account balance due at the University has been $1,889.80 (Attachment F, Ledger Card).
Conclusion
Based on the above information, as student loans are a form of federal financial aid and your online application indicated your desire to be packaged for federal financial aid, and as there is no information to show that you declined student loans prior to the University having awarded your financial aid, the University denies your allegation that it awarded student loans without your authorization.
Based on the University’s investigation into your concerns regarding Mr. [redacted], there is no information to show that [redacted] told you federal financial aid Pell Grant funds would cover the full cost of your tuition at the University or that the cost of tuition at the University was approximately $400 per course. The University maintains that you were advised at enrollment and before your first date of attendance that federal financial aid is provided in the form of scholarships, grants, and loans, and that the cost of tuition per credit was $372.
It is always the intention of Ashford University and its employees to provide excellent student services. As you indicated that you were not satisfied with the services offered by the University during your enrollment, the University will credit your student account balance due in the amount of $1,889.80 as a gesture of good will. Please allow two to four weeks for this adjustment to reflect on your student account.
If you would like to discuss the outcome of your complaint with me directly, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /7/ Attachment A, Online Application and Acknowledgment
Attachment B, Financial Aid Policy
Attachment C, Financial Aid Specific to Online Undergraduate Student Policy
Attachment D, Institutional Tuition Refund Policy
Attachment E, Degree Progress Report
Attachment F, Ledger Card
Attachment G, Return of Title IV Funds
Ashford has some major truth in advertising problems in their admissions department. I have been working with one person in particular as an admission counselor who has continually used false information to mislead me and sway me into enrolling in the school. While I understand that the admissions department of any college has the singular goal of enrolling as many students as possible, it should NEVER be done dishonestly.
During my interaction with Mr. Andrew T[redacted], the following occurred:
1- He told me the school was a non-profit college, which is entirely untrue.
2 - He told me that with an Associate's Degree from any accredited institution, regardless of the area of study, I would be able to transfer in at a Junior's status and take two years to complete my bachelor's degree. When I submitted my transcripts for review, the school only granted me half of the credits he promised me would transfer.
3 - Upon completion of my FAFSA, he called to inform me that I had 600% of my Pell Grant available for use and that I was eligible to use the full amount of $5,800 per year while enrolled in college. This was a blatant lie, as I later discovered I am not eligible for even a partial Pell Grant.
4 - He told me I could test beyond, or write an essay for any class if I felt I had the knowledge base for a fee of $150.00. While this was mostly true, though it is not possible for any class, he neglected to inform me that I would still have to take the full number of credits in order to receive a degree. He also told me that the essays would accumulate those same credits, which is not true.
I am extremely grateful that I did my research and took my time instead of giving into the pressure tactics he tried to use in order to get me to enroll in the school, but I caution anyone looking at going back to college to avoid Ashford University completely!
class="MsoNormalCxSpMiddle">June 3, 2014
[redacted]
Dear Ms. [redacted],
On May 15, 2014, Ashford University (University) received a copy of your complaint filed at the Revdex.com. In that complaint, you alleged that:
· At the time of your enrollment at the University in 2011, you submitted all required financial aid documents, however, you were not notified of the financial aid you were awarded
· You did not receive an invoice regarding an account balance due and your enrollment was not placed on hold for failure to set up a payment plan for your account balance due
In your complaint, you listed the following as the resolution you seek:
· For the University to provide you with a detailed invoice reflecting the amount you owe
· For the University to place the financial aid loan funds you were approved for on your student account
The following information details the findings of the University’s investigation.
Regarding your Financial Aid
The 2011-2012 University Academic Catalog states the following regarding verification:
Verification is the confirmation through documentation of the information provided on a student’s Free Application for Federal Student Aid (FAFSA). The federal government routinely requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the FAFSA. Approximately 30 percent of financial aid applications submitted nationwide are randomly selected by the U.S. Department of Education, and Ashford University verifies all applicants the U.S. Department of Education selects for verification. The student (and if designated as a dependent student, the student’s parent or parents), will be required to provide appropriate and legible supporting documents to the Ashford University Financial Aid Office (Attachment A, Verification for Federal Student Aid Eligibility Policy).
On December 12, 2011, University representative [redacted] left you a voicemail message regarding the missing verification documents you were required to submit to package your financial aid for your first academic year.
On December 27, 2011, a University representative left you a voicemail message regarding the missing verification documents you were required to submit to package your financial aid for your first academic year.
On January 9, 2012, and January 26, 2012, University representative [redacted] left you a voicemail message regarding the missing verification documents you were required to submit to package your financial aid for your first academic year.
By e-mail message on January 26, 2012, University representative [redacted] advised you that you had been selected for verification for the 2011-2012 financial aid award year, and that you were required to submit documents in order to be packaged. The documents required included the 2011-2012 Dependent Verification Worksheet, a copy of your 2010 taxes, and a copy of your parents’ 2010 taxes. On the same day, Ms. [redacted] called you and left you a voicemail message. By e-mail message on January 27, 2012, Ms. [redacted] advised you regarding the documents you were required to submit to the University to be packaged for financial aid for your first academic year.
On January 30, 2012, the University placed a “packaging failure” hold on your student account as you had not yet been packaged for financial aid. The hold unscheduled your future courses.
By e-mail message on January 30, 2012, Ms. [redacted] advised you that you were required to submit the documents to be packaged for financial aid for your first academic year.
On February 10, 2012,and February 23, 2012, the Financial Aid Office called you and left you a voicemail message regarding the documents you were required to submit to be packaged for financial aid your first academic year.
On February 29, 2012, you were administratively withdrawn from the University as the January 30, 2012, “packaging failure” hold had prevented you from continuing your courses at the University and therefore you were out of attendance for more than fourteen (14) days (Attachment B, Attendance Policy).
Based on the above noted facts, the University maintains you were not packaged for financial aid for your first academic year as the University did not receive the required verification documents to package your financial aid.
Regarding your Student Account Balance Due
In the University’s online application for admission to the Associate of Arts in Business degree program, you signed the Student Finance Agreement on November 15, 2011. The Student Finance Agreement states that you understand that failure to comply with your Student Finance Agreement may result in unscheduling of future courses, administrative withdrawal, late fees, or possible referral to a collection agency (Attachment C, November 15, 2011, Student Finance Agreement).
From November 22, 2011, to February 13, 2012, you successfully completed two (2) courses in your first academic year, EXP 105 and PSY 202. During this time, tuition and fees posted to your student account in the total amount of $3705 (Attachment D, Ledger Card). Below is a breakdown of charges to your student account:
· Tuition for two (2) courses: 2340
· Course Digital Material (CDM) fee for PSY 202: $75
· Technology fee: $1290
· Total account balance due: $3705 (Attachment D, Ledger Card)
Collections attempts made
Our records show that from March 13, 2012, to November 16, 2012, 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 March 13, 2012, 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;
· By e-mail message on April 12, 2012, Ms. [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 April 12, 2012, Ms. [redacted] called you and left you a voicemail message;
· On May 12, 2012, Ms. [redacted] called you and left you a voicemail message;
· On August 12, 2012, Ms. [redacted] called you and left you a voicemail message;
· By e-mail message on September 24, 2012, Ms. [redacted] advised you that you had an outstanding account balance due and notified you that the failure to make repayment arrangements within five (5) days may result in your account being sent to a collection agency;
· On September 29, 2012, Ms. [redacted] called you and left you a voicemail message;
On November 16, 2012, your student account balance due in the amount of $3705 was referred to an external collections agency, [redacted] & [redacted].
Based upon the above, you were advised of your student account balance due and the University policy was followed regarding the referral of your student account balance due to the external collections agency.
Conclusion
The University maintains that as you did not submit the requested verification documents required to package you for your financial aid loans for your first academic year, you were not packaged for financial aid loans for your first academic year.
The University denies your allegation that you were not notified of your student account balance due and maintains University Collections policy was followed. The University denies that your student account was not placed on hold, as a “packaging failure” hold was placed on your student account on January 30, 2012. The University therefore denies your resolution requests.
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 (866) 974-5700 ext. 2206, or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted], JD
Student Grievance Resolution Administrator
for Ashford University
Encls. /5/ Attachment A, Verification Policy
Attachment B, Attendance Policy
Attachment C, November 15, 2011, Student Finance Agreement
Attachment D, Ledger Card
Attachment E, Grievance Procedure and Presidential Appeal Policy
*Attached and in the 2013-2014 Academic Catalog you will find information about the Presidential Appeal Policy.
size="3">Dear Revdex.com,
On October 22, 2014, Ashford University (University) received [redacted] (Student) Revdex.com complaint. In her complaint, she alleged that when she enrolled into the University that she would take her first class on a “trial basis” and “would not be charged for [her] first class”. She was then advised to complete financial aid paperwork and apply for loans in case she decided to stay and take another class. During her second class she decided that the University was not right for she, and she withdrew from the class and the University altogether. She believes her Pell Grant should have covered any costs incurred from the second class, and furthermore, found out that she was indeed charged for the first class, along with a third class that she never took at all, and a technology fee in excess of what she was quoted.
She seeks for the University to waive any balance on her account in full.
The University conducted an investigation of her concerns. The following information details the findings of the investigation.
Regarding the Student’s Enrollment in the University, the Cost of her Courses and the Cost of the Technology Services Fee
On November 2, 2009, the Student completed, electronically signed and submitted the University’s online application for admission to the Bachelor of Arts in Health Care Administration degree program. In signing this agreement, she acknowledged that she had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (catalog). Nowhere in the application or in the catalog does it state that her first course, or any course, would be at no cost to her.
Page 16 of her application for admission states the costs associated with attending the University, including the Technology Services Fee of $990. (Attachment A) This information is also outlined on page 38 of the 2009-10 catalog in which she enrolled under. (Attachment B).
The investigation did not reveal that she was advised to the contrary.
Therefore, the University correctly charged the Student the Technology Services Fee.
Regarding the Student’s Current Balance Due
Within the Student’s application for admission is the following policy:
“Ashford University Tuition Refund Policy
Ashford University's Tuition Refund Policy is detailed in the current school Catalog. In summary, for the Center for External Studies or a graduate program, withdrawal before the start date of a course up to the end of the first week of attendance will result in a 100% tuition refund. Attendance posted beyond the first week and into the second week prior to course withdrawal will result in a 50% tuition refund. Attendance posted into the third week and beyond will result in no (zero) tuition refund. The refund policy excludes all fees which will remain payable. Federal funds required to be returned as a result of changes in eligibility due to reduced attendance will be the responsibility of the student. Refund requirements designated by certain state agencies, where applicable, may take precedence over the institutional refund policy.” (See page 15 of Attachment A).
That policy is also on page 47 within the 2009-10 catalog in which she enrolled under. (Attachment C).
To summarize the above policy, students are 100% financially responsible for the cost of any course that is attended beyond the 2nd week.
She began her first course (PSY 202) on November 24, 2009 and successfully completed it with a B+ on January 11, 2010. She is 100% financially responsible for the cost of that course, which is $1062 in tuition.
She began her second course (HCA 305) on January 12, 2010 and withdrew from it on February 15, 2010, which happened to be the very last day of class. She earned a grade of W for that course. The last day she posted attendance in that course was on February 1, 2010, which was during Week 3. Since that attendance occurred past Week 2 of the course, she is financially responsible for 100% of the cost of that course, which is $1062 in tuition.
The Student was also registered for a third course (SOC 313), however she unregistered from it. She was unbilled for that course, and does not owe anything for it.
Therefore, the University correctly charged the Student for the two courses she had attended, and she was not charged for a third course.
Regarding the Student’s Pell Grant as Payment for her Courses
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 C).
The U.S. Department of Education requires every institution participating in Title IV Federal Financial Aid Programs to have a fair and equitable refund policy. Under this policy, the institution is required to refund unearned tuition to a student who withdraws or otherwise fails to complete the period of enrollment for which the federal aid was intended. The University uses the prorated refund policy defined by governmental regulations. This refund equals that portion of tuition, fees, and any other charges assessed to the student by the institution until the date a student withdraws, minus any unpaid charges owed by the student. No federal refund is required if the student’s last date of attendance occurs after 60% of the enrollment period has passed. If a student withdraws completely from the University prior to the first 60% of the payment period, it is very likely a portion of the financial aid the student received will be required to be returned to the federal government. The calculations for determining how much aid must be returned is based on the date the student begins the withdrawal process from Ashford University. If the student withdraws completely from the University after the 60%, the student is entitled to retain aid received. (Attachment D).
As a result of these requirements, all or part of the federal and institutional funds awarded to a student may need to be repaid to their respective programs.
The student received Pell Grant funding in the amount of $2675 under the expectation that she would successfully complete 140 days of instructional time. However, she only completed 56 days which equated to 40% of the expected instructional time. Therefore, the Student earned 40% of the $2675, and the remaining 60% ($1605) had to be returned to the federal government. The 40% she earned ($1070) was applied to her charges, and her resulting balance due before her account was referred to external collections was $1817. Here is a breakdown of that total:
$1070 in Pell
+$143 credit card payment she made to her account on or around 4/20/10
+$114 credit card payment she made to her account on or around 5/28/10
-$1062 for PSY 202
-$1062 for HCA 305
-$990 Technology Services Fee
-$30 late payment fee on 5/21/10
$1817 Balance Due
Conclusion
The investigation revealed that the Student was correctly charged for the courses she attended, and that she was fully advised as to the cost of the Technology Services Fee. The University therefore is denying her request to waive the balance on her account in full. However, the University will contact the student outside of this forum to discuss a possible resolution to her dispute.
Sincerely,
[redacted]
Director of Student Grievance Resolution
for Ashford University
Encls. /4/ Attachment A: Online Application for Admission, pg. 16
Attachment B: 2009-10 Academic Catalog, pg. 37-38
Attachment C: 2009-10 Academic Catalog, pg. 45-47
Attachment D: 2009-10 Academic Catalog, pg. 48
July 25, 2016
"Arial Narrow", sans-serif">
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]
On July 7, 2016, Ashford University (University) received Revdex.com Complaint # [redacted]. In that complaint, you alleged that:
· You “do not understand how your my bill was calculated, the amounts in which I was charged, and how much financial aid actually paid.”
· The University is denying your re-entry due to your account balance due.
In your complaint, you listed the following as the resolution you seek:
· For the University to credit your student account the amount of $2527.99 and release your official transcripts.
The University conducted an investigation of your concern. The following information details the findings of the investigation and addresses your resolution request.
On February 5, 2013, you completed, electronically signed and submitted the University's online application for admission into the Bachelor of Arts in Health Informatics degree program (Attachment A). 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).
Allegation regarding financial aid processing and student account
The University’s Terms of Billing and Payment Policy states the following:
Tuition and fees are billed on a financial aid payment period basis, regardless of payment option. For online undergraduate programs, a payment period is a minimum of 20 weeks of instructional time and 12 successfully earned credits. This is typically four courses taken sequentially during the payment period. For online graduate programs, a payment period is a minimum of 18 weeks of instructional time and 9 successfully earned credits. This is typically three courses taken sequentially during the payment period. Clinton Campus payment periods align with enrollment terms. Tuition and fees that are associated with future courses are subject to change.
Tuition is due according to the terms and conditions of a student’s selected Payment Option. See the section on Payment Options for more information.
Ashford 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 credits will not be forwarded to another institution or potential employer until all accounts with Ashford University are paid in full.
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 D).
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 D). 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.
Academic Year One
From February 12, 2013, to August 5, 2013, you successfully completed four (4) out of five (5) attempted courses and were billed tuition and fees for the first four courses of your first academic year in the total amount of $5355.23 (Attachment C).
On May 7 and May 28, 2013, financial aid was disbursed to your student account in the total amount of $7,526, bringing your student account balance to a credit in the amount of $2,170.77 (Attachment C).
On June 4, 2013, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the
amount of $846.77, bringing your student account balance to a credit in the amount of $1,324 (Attachment C).
On June 4, 2013, you were billed for the fifth course of your first payment period, ANT 101, Introduction to Anthropology in the total amount of $1381.02 (Attachment C), bringing your student account balance to $57.02.
On June 20, 2013, a Federal Supplement Educational Opportunity Grant was disbursed to your student account in the total amount of $300, bringing your student account balance to a credit in the amount of $242.98 (Attachment C).
On June 28, 2013, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the
amount of $242.98, bringing your student account balance to zero (Attachment C).
From August 6, 2013, to December 23, 2013, you successfully completed four (4) courses and were billed tuition and fees in the total amount of $5524.04 (Attachment C).
On August 27, 2013, financial aid was disbursed to your student account in the total amount of $7,825, bringing your student account balance to a credit in the amount of $2,300.96 (Attachment C).
On September 4, 2013, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the
amount of $2300.96, bringing your student account balance to zero (Attachment C).
Academic Year Two
From January 7, 2014, to May 26, 2014, you successfully completed four (4) courses and were billed tuition and fees for the first four courses of your second academic year in the total amount of $5845.03 (Attachment C).
On January 28, 2014, financial aid was disbursed to your student account in the total amount of $5194, bringing your student account balance to $651.03 (Attachment C).
From May 27, 2014, to February 2, 2015, you successfully completed four (4) out of six (6) attempted courses.
On May 27, 2014, you were billed tuition and fees for the first three courses of your second academic year in the total amount of $4206.03 (Attachment C) bringing your student account balance to $4892.07.
On June 17, 2014, financial aid was disbursed to your student account in the total amount of $8059, bringing your student account balance to a credit in the amount of $3166.93 (Attachment C).
On June 24, 2014, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the amount of $1856.96, bringing your student account balance to a credit of $1310.00 (Attachment C).
On July 8, 2014, you were unregistered and received credit in the amount of $1402.01 for MAT 222, bringing your student account balance to a credit in the amount of $2,712.01.
On July 15, 2014, you were billed tuition and fees for the next three courses of your second academic year in the total amount of $3930, bringing your account balance to $1217.99 (Attachment C).
On September 22, 2014, you were unregistered for HCA 401, bringing your student account balance to a credit in the amount of $92.01. On September 23, 2014, you were charged tuition and fees for HIM 301 in the total amount of $1310, bringing your student account balance to $1217.99. From November 18, 2014 through December 16, 2014, you were charged tuition and fees for INF 231, in the amount of $1310. On November 20, 2014, you made an online bookstore purchase in the amount of $141.89. As of December 16, 2014, your total student account balance was $2669.88.
Academic Year Three
From February 3, 2015, to August 10, 2015, you successfully completed two (2) out of three (3) attempted courses. On February 3, 2015, you were billed tuition and fees for the first four courses of your third academic year in the total amount of $5421.48 (Attachment C).
On February 5 and 24, 2015, financial aid was disbursed to your student account in the total amount of $9349 bringing your student account balance to a credit of $1257.64 (Attachment C).
On March 3, 2015, per Federal Student Aid guidelines, a credit balance stipend was issued directly to you in the
amount of $3585.63, bringing your student account balance to $2327.99 (Attachment C).
On July 20, 2015, an R2T4 Calculation was completed which determined you had earned all of the federal financial aid funds disbursed to your student account.
On August 7, 2015, per Federal Student Aid guidelines, a post R2T4 credit balance stipend was issued directly to you in the amount of $1,370.74, bringing your student account balance to $2,320.98 (Attachment C).
From August 14, 2015 through November 24, 2015, the University internal collection department attempted to reach you by phone and email to discuss your account balance due. Because no payment or payment plan was ever received by the University, on November 24, 2015, your student account balance was placed with an external collection agency.
Allegation regarding re-entry into the University
On June 23, 2015, you withdrew from the University. Via email message on July 30, 2015, the University informed you of your account balance due. On August 14, September 2 and 12, and October 1, 22 and 29, the University collection department contacted you via email and phone in order to discuss your account balance due. Via email message on October 26, 2015, you inquired about re-entry into the University. Via email message on October 30, 2015, [redacted], a University re-entry counselor, sent you an email message outlining the steps necessary for re-entry. Within that communication, [redacted] detailed your account balance due and provided you with payment options. Via email message on November 3, 2015, [redacted] informed you that a payment plan was still needed in order for your re-entry to be approved. Via email message on November 5, 2015, you requested [redacted] answer questions regarding the payment plan. Via email message on November 6, 2015, [redacted] replied that a payment plan can be set up to extend out to six months after your graduation date ($90.29 per month for 28 months). [redacted] also stated that in order to re-enter, your first payment would need to be made. Via email message on November 16, 2015, you stated you were unable to make the initial payment to begin courses.
Conclusion
Per your request, the University has provided you with a reconciliation of your student account.
Based on the above, the University does not grant your resolution request.
It is always the intention of Ashford University to provide excellent student services. If you have any questions regarding the outcome of this investigation, please contact me directly at [redacted] or [redacted]
Sincerely,
[redacted]
[redacted]
Associate Director, Student Dispute Resolution
for Ashford University
Encls. /4/ Attachment A Online Application for Admission
Attachment B Terms of Billing and Payment Policy
Attachment C Ledger Card
Attachment D Federal Financial Aid Policy
July 10, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint Number [redacted]
Dear [redacted]:
On June 9, 2015, Ashford University (University) received the complaint you submitted to the Revdex.com (Revdex.com) and referred your complaint to the Office of Student Grievance Resolution for investigation. On June 10, 2015, the University approved your Authorization to Release Student Records Form, as required by the Federal Education Rights and Privacy Act (FERPA), and will provide the Revdex.com a copy of this letter.
In your complaint, you alleged the following:
That the University did not timely process your verification for federal student aid; and,
That the University allowed you to continue attending courses after knowing you did not have enough financial aid funding to cover the cost of your second academic year courses.
In your complaint, you stated the following as the resolution you seek:
· For the University to credit your student account balance due in the amount of $4,726.10.
The University conducted a thorough and impartial investigation of your concerns. The following details the findings of the investigation and addresses your concerns and resolution requests.
Allegations regarding verification processing and course enrollment
In your complaint, you alleged the University did not timely process your verification for federal student aid and allowed you to continue attending courses after knowing you did not have enough financial aid funding to cover the cost of your second academic year courses.
On June 17, 2013, you completed, electronically signed and submitted the University’s online application for admission. 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). In the Student Finance Agreement section of the online application for admission, you indicated your primary payment option as Financial Aid Plan and your secondary payment option as Cash Plan (Attachment A).
Financial Aid Specific to Online Undergraduate Students: 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.
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). Unsuccessfully completed courses may influence the overall cost of attendance.
During your first academic year from July 16, 2013, to May 5, 2014, you successfully completed eight (8) courses and ended the academic year with all tuition and fees paid through financial aid funding (Attachment C, Degree Progress Report; Attachment D, Ledger Card). The financial aid disbursed to your student account for your first academic year included subsidized and unsubsidized loans of $9,000 (including funding fees) and two Pell Grant disbursements.
During your second academic year from May 6, 2014, to May 11, 2015, you successfully completed eight (8) courses, withdrew from two courses after they began, failed one course, and ended the academic year with a balance due in the amount of $4,726.10 (Attachment C, Degree Progress Report; Attachment D, Ledger Card).
On March 19, 2014, the University packaged your second academic year financial aid. That package included subsidized and unsubsidized loans of $9,000 (including funding fees), per your request not to receive any loan funding greater than $9,000, per academic year. Your second academic year financial aid package did not include Pell Grant funds as you had exhausted your eligibility for 2013-14 Pell Grant funds during your first academic year. On that same date, the University sent you a Financial Aid Award Letter notification email that detailed the amount of financial aid funding you were scheduled to receive for your second academic year.
On June 13, 2014, the University received your 2014-15 Institutional Student Information Report (ISIR) from the Federal Student Aid Program. That document contained the relevant information from your 2014-15 Free Application for Federal Student Aid (FAFSA) and was used by the University to package your financial aid; it contained similar information to the Student Aid Report (SAR) the FSA Program provided to you after you completed your FAFSA. The ISIR indicated that your Earned Family Contribution (EFC) was within the range that would normally include consideration for federal Pell Grant funding. The ISIR also indicated that you had been selected for Verification, an FSA Program process that ensures 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. The University’s policy regarding this FSA Program required process, including information regarding the University’s requirement to request tax return related information from you, is attached for your reference (Attachment E).
By email on August 8, 2014, Student Advisor [redacted] told you that one of the documents needed to complete the verification process included a “signed statement clarifying [your] marital status along with the last date this status changed … because the verification documents sent in conflict with the marital status you reported on your FAFSA.”
On August 27, 2014, the University received your first signed statement (Attachment F).
By email on September 12, 2014, [redacted] told you that your first statement was not sufficient and that you needed to submit a new signed statement that includes “the exact date that your common law marriage began.”
By email on October 14, 2014, you asked [redacted] if you could drop SCI 207. In his emailed response later that day, [redacted] advised you that if you dropped the course you would only receive a 50% tuition refund, per the University’s Tuition Refund Policy, as you had posted attendance in the course into the second week (Attachment G). Later that day, [redacted] processed your course drop request.
On October 17, 2014, [redacted] told you that your first signed statement had not been approved and that you needed to submit a second signed statement that included the exact date your common law marriage began.
On October 18, 2014, the University received your second signed statement (Attachment F).
By telephone on November 18, 2015, a Financial Aid Office representative told you that your second statement was still being reviewed since it appears the information you provided in your previous statements may conflict with information in your ISIR.
On January 5, 2015, a Financial Aid Office representative told you that a third signed statement would be needed to clarify your marital status in 2013. On January 6, 2015, the University received your third signed statement (Attachment F).
On January 12, 2015, after updating the FSA Program with the information received in your signed statements, a new ISIR was received. That ISIR indicated that your Earned Family Contribution (EFC) was not within the range that would normally include consideration for federal Pell Grant funding.
On January 14, 2015, the University reconsidered your financial aid funding for your second academic year and did not change the original award as you were not eligible for Pell Grant funding and you had already been packaged up to the maximum amount of loan funding you had requested per academic year - $9,000.
On January 19, 2015, you unsuccessfully completed MAT 222, Intermediate Algebra.
On May 11, 2015, you successfully completed the last course of your second academic year, MGT 330, Management for Organizers. Effective June 2, 2015, per your request, you were withdrawn from you degree program at the University.
On June 20, 2015, the University conducted a Return of Title IV Funds calculation, per Federal Student Aid guidelines, and determined that you had earned all the financial aid that had been awarded and disbursed to your student account during your second academic year (Attachment H).
Conclusion
Based on the above information, on March 19, 2014, prior to the start of your second academic year, the University sent you a Financial Aid Award Letter notification email that specifically stated the amount of financial aid you could expect to receive in your second academic year. On January 14, 2015, once the University received all required documentation from you to complete the verification process, an updated Financial Aid Award Letter notification email was sent to you that stated the amount of financial aid you could expect to receive in your second academic year. Those letters combined with the ledger card information available to you in the online Student Portal showed that the amount of financial aid you were expected to receive would not be sufficient to pay for your second academic year tuition and fees. Accordingly, per the Student Finance Agreement section of your online application for admission, your secondary payment option would be needed to cover the remaining tuition and fees due for your second academic year.
It is always the intention of Ashford University and its employees to provide excellent student services. As a gesture of good will, the University will credit your student account $975, which represents the remaining tuition and fees refund amount for you withdrawal from course SCI 207. Please allow two to four weeks for that adjustment to reflect on your student account. You are responsible for the remaining balance due in the amount of $3,751.10 and are encouraged to contact Collections Specialist [redacted] directly at [redacted]
If you would like to discuss the outcome of your complaint with me directly, please feel welcome to contact me at [redacted] or at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /8/ Attachment A, Online Application and Acknowledgment
Attachment B, Financial Aid Policy
Attachment C, Degree Progress Report
Attachment D, Ledger Card
Attachment E, Verification for Federal Student Aid Eligibility Policy
Attachment F, Signed Statements (3)
Attachment G, University Tuition Refund Policy
Attachment H, Return of Title IV Funds Policy
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.
On April 11, 2014, April 28, 2014, April 29, 2014, and May 6, 2014, the University sent [redacted] two (2) e-mail messages and contacted the student by telephone using the contact information on file with the University, in order to notify the student that the Form was missing the student identification number and therefore could not be processed. As of the date of this letter, the University has not received [redacted] revised and therefore complete 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
Ashford continues to mention email communication. I spoke with [redacted] several times verbally, by telephone. (between your mentioned dates and after those dates) I told [redacted] an exact date of when Ashford would receive a payment. He gladly accepted that date specified. I was then turned over to collections less than two weeks prior to that date. It absolutely would have been Ashford's responsibility to enter in a written contract with me after several emails....AND phone calls. I have made so many attempts to work this out with Ashford, and you want to discount all verbal communications. As soon as [redacted] knew the month, he should have sent me a contract. He had opportunity from that last email exchange you show and opportunity after our phone conversations. There was opportunity several times in between.
Regards,
[redacted]
Hello [redacted]
The concerns that you raise in this 2nd rejection of our response mirror the concerns in your original complaint. As previousely stated, the University conducted a thorough investigation into these same concerns, and as noted above, the University issued its response addressing your concerns. Our position on these concerns remains the same.
Therefore, we will not be able to grant your resolution request to refund your financial aid to the federal government or to assist you in paying for an alternative degree program.
Thank you,
[redacted]
Director of Student Grievance Resolution
for Ashford University
July 16, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted]
On July 15, 2014, Ashford University (University) received a copy of the request for additional information regarding the complaint that you filed at the Revdex.com (Revdex.com). On June 23, 2014, the University received a copy of the original complaint that you filed at the Revdex.com. On July 10, 2014, the University issued a response to your Revdex.com complaint (Attachment A, July 10, 2014, University Response Letter). The concerns regarding your student account balance due and the referral of the account balance due to an external agency that you raised to the Revdex.com on June 23, 2014 and July 15, 2014, mirrored the concerns listed in your formal grievance received January 31, 2014. The University conducted an investigation into these same concerns, and on April 7, 2014, the University issued its response to you (Attachment B, April 7, 2014, University Response Letter). On April 29, 2014, the University received your Presidential Appeal. On May 21, 2014, the University issued the response to the Presidential Appeal to you by U.S. mail (Attachment C, May 21, 2014 Presidential Appeal Determination Letter). On May 27, 2014, the University issued the response to the Presidential Appeal to you by e-mail message; password protected. On June 10, 2014, Senior Corporate Attorney Lori Trofemuk provided you with a summary of your concerns and the outcome to each of your concerns addressed through the Student Dispute Resolution Center processes (Attachment D, June 10, 2014, Summary of Concerns Email).
Please note that on April 29, 2014, your student account balance due was recalled from the external collection agency, [redacted], and placed back with the University’s internal Collections Department. The University received confirmation from the external collection agency that the account was closed on April 29, 2014; however, it may take thirty (30) to ninety (90) days to be removed from a student’s credit report. If the placement has not been removed from your credit report after 90 (days), please contact the University’s collection department.
In addition, the University maintains that you were notified of your student account balance due prior to your account being referred to an external collection agency (Attachment B, April 7, 2014, University Response Letter). The University also maintains your account balance due is accurate (Attachment B, April 7, 2014, University Response Letter). Per University policy, in order to re-enroll in the University, you must enter into a payment plan to address your current account balance due which as of the date this response letter is $5,705.00 (Attachment E, Ledger Card). Please work with your collection specialist, John Dietrich, regarding the details of your payment plan.
Furthermore, as stated in the University’s April 7, 2014, response, on June 19, 2012, you were packaged for federal financial aid for your second academic year. Your last day of attendance was on April 8, 2013. According to the 2012-2013 Federal Student Aid Handbook, students who are out of attendance over 180 days without completing the payment period will start a new payment period when he or she re-enters the University (Attachment F, Federal Student Aid Handbook, p. 5-32). Therefore, the University maintains that any future financial aid you are eligible for cannot be applied to your current student account balance due as you have been out of attendance for over 180 days. Upon re-enrollment at the University, you will enter into a new academic year and will be eligible to be packaged for a new federal financial aid award year.
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 regarding your formal grievance, please contact Student Grievance Resolution Administrator [redacted] at [redacted] or at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Grievance Resolution Administrator
for Ashford University
Encls. /6/
Attachment A, July 10, 2014 University Response Letter
Attachment B, April 7, 2014, University Response Letter
Attachment C, May 21, 2014 Presidential Appeal Determination Letter
Attachment D, June 10, 2014, Summary of Concerns Email
Attachment E, Ledger Card
Attachment F, 2012-2013 Federal Student Aid Handbook, p. #5-32
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.
Ashford University refuses to acknowledge my payment arrangement made and turned me over before that agreed upon date.
Regards,
[redacted]
The representative used high pressure tactics to lure my nephew into submitting an application to this on-line university. She lead him to believe that completing their course of study would lead to a triple figure job upon completion. There was never a mention of course fees or costs for loans. An assessment free course was offered along with an entry level class, which was not free.
I asked the young lady to stop calling. After two weeks, the calls and e-mails began again. I have asked for the second time that my number and e-mail account be removed. I'm not sure that it will since the reps do not understand "not interested".