September 30, 2016
[redacted]
[redacted]
Dear [redacted]
On September 2,...
2016 Ashford University (University) received your complaint filed at the Revdex.com
(Revdex.com). In that complaint, you alleged that:
• The balance due on your student account was a result of miscommunication or lack of communication on
the part of the University’s Financial Aid (FA) Office.
• Your VA benefits were denied by the University in your first Academic Year (AY).
In your complaint, you listed the following as the resolution you seek:
• The Transcript Hold to be removed for your student account.
• That your balance due on the student account “needs to be resolved”.
The University conducted an investigation of your concerns. The following information details the findings of the
investigation and addresses your resolution requests.
On July 15, 2015, you completed, electronically signed and submitted the University’s online application for
admission of the Bachelor of Arts in Healthcare Administration 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 online application for admission and the contents of the University Academic
Catalog.
In regard to the Balance Due on the Student Account
On July 8, 2015, the University’s FA office reviewed your National Student Loan Database System (NSLDS) report
and determined that you were in default of one or more FA loans.
On July 21, 2015, by telephonic conversation and email message, the University informed you that you would need
to submit a Veterans On-Line Application (VONAPP) and Satisfactory Loan Repayment Letter in order to utilize VA
and FA benefits.
The Military VA Plan requires that all tuition be paid on or before each course start date, with the exception of the first
60 days in the student’s first academic year. Under this plan, tuition payments are deferred for the first 60 days of
continuous enrollment in a degree program, regardless of when the student receives disbursement from the
Department of Veterans Affairs. Applicable fees are due on or before the start date of each course/term. Students are
responsible for paying Ashford University tuition and fees at the start of each course, unless there is
alternative,approved financial aid (Attachment B).
On July 22, 2015, by email message the University’s FA Office Representative informed you that you would need to
submit a “Satisfactory Loan Repayment and/or Paid-in-Full documentation as it relates to your FA packaging. The
2
same day your VA Advisor sent you an email message confirming the receipt off your 22-1990 confirmation. Based
on this confirmation, your VA Advisor informed you that you listed your father’s service dates and that Chapter 30
benefits are non-transferable. Your VA Advisor further stated “I will need a copy of the 22-5490 confirmation and your
father's VA file number (SSN) before I can submit your classes to the VA or award you our Military Grants.”
On August 4, 2015, you started the first course of your Bachelor of Arts in Healthcare Administration program.
On September 1, 2015, by email message your VA Benefits Specialist informed you had been electronically certified
with the Department of Veterans Affairs (VA) for four courses in accordance with your VA benefits.
On September 3, 2015, by email message the University’s FA Office requested that you submit the
Satisfactory Loan Repayment letter as it relates to your FA loans that were in default status.
Per the 2015-2016 Ashford University Catalog and federal policy, in order to be eligible for federal FA funding a
student must certify that no federal student loan is in a default status and no money is owed on a federal student
grant. Moreover, the student is responsible as an FA recipient to submit all required FA forms “accurately and
completely” (Attachment C).
On October 14, 2015, the University’s FA Office received a copy of your Satisfactory Loan Repayment Letter. That
letter reflected an agreement between you and the Federal Student Aid Program regarding rehabilitating your
defaulted student aid loan.
On October 26, 2015, telephonic conversation and email message, the University’s FA Office representative
informed you that if you want to utilize only Pell Grants, you would need to contact your Student Advisor and revise
your Institutional Application (IA) as well as your Primary Finance Option.
On October 27, 2015, you FA packaging was denied because you did not have “FA” or “Pell Grant” listed on your
Finance Options.
On November 19, 2015, by email message your VA Benefits Specialist informed you that he had contacted the VA
and they informed him that your Chapter 35 VA Benefits were denied in August 2015 and a letter was issued to you
by the VA informing you of the denial.
On November 23, 2015, by email message your Military Student Advisor provided you information on how to change
your Primary Finance Option to “FA”.
On December 8, 2015, by telephonic conversation, the University’s FA Office Representative informed you that you
would need to speak with your Student Advising staff in order to change your Primary Finance Option to “FA” in order
to utilize federal Financial Aid.
On December 28, 2015, by email message a Student Advisor sent you instructions on how to change your Primary
Finance Option and apply for federal FA funding.
On January 14, 2016, by email message a Financial Services Advisor sent you a “Payment Option Change Request”.
On January 19, 2016, by email message and telephonic conversation your Financial Services Advisor informed you
that your Primary Option Change Request was denied because your previous FA loans were in default status.
3
On June 3, 2016, by email message you informed your Accounts Receivable Coordinator that you would send your
Default Clearance Letter to her directly by email message. On that same date, by telephonic conversation your
Accounts Receivable Coordinator sent you instructions on how to change your Primary Finance Option to “FA”.
On June 8, 2016, by email message your Accounts Receivable Coordinator forwarded a letter to the University’s FA
Office on your behalf indicating your loans were in “deferment”.
On June 18, 2016, the University’s FA Office denied your FA packaging because you had not updated your Primary
Finance Option to “FA” yet.
On July 4, 2016, you completed your first Academic Year and this date also represents your Last Date of Attendance
at the University.
On July 5, 2016, by email message your Accounts Resolution Coordinator informed you that she received your
Primary Finance Option Change Request Form.
An investigation of your concerns revealed that you were denied Chapter 35 VA benefits by the VA, not the
University, and that you did not change your Primary Finance Option to “FA” until after the academic year completed.
This delayed submission of the updated Primary Finance Option Form directly contributed to the University’s inability
to award your financial aid, resulting in a shortfall final enrollment balance due in the amount of $10,043.
Conclusion
Based on the above, the University refutes your allegation that it denied your VA education benefits. The University
maintains that your federal financial aid was not awarded because a Primary Finance Option Change Request Form
was not timely received from you. The University acknowledges that some confusion may have existed regarding the
Primary Finance Option Change Request Form and regrets that this matter was not timelier resolved during your
enrollment. Based on these findings, the University will credit $5021.50 toward your student account balance due.
You will remain responsible for the resulting balance due in the amount of $5021.50. Please allow 2-3 weeks for the
adjustment to reflect on your student account.
Per University policy, there is currently a transcript hold on your student account as a result of the balance due on
your student account. The University encourages you to contact your Collections Specialist, [redacted], at
[redacted] or email [redacted] to discuss payment arrangements.
It is always the intention of Ashford University and its employees to provide excellent student services and an
excellent learning experience. If you would like to discuss the outcome of this investigation, please contact me at
[redacted] or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Dispute Resolution Specialist III
for Ashford University
Encls. /4/ Attachment A University Application
Attachment B Military Veteran’s Benefits Plan
Attachment C Federal Student Aid Eligibility & Financial Aid Student’s Responsibilities
Attachment D Student Ledger Card
Unless you want to signup with them RIGHT away, I am warning you to not give them information. They send multiple emails a day, from a few different people at the school. They will not stop calling, EVER. No matter how many times we say we are no longer interested, they cal again. Same day. Only twice today, but was certain in the past and again earlier that they would quit calling. They don't. Unless you are lonely and want a telemarketer to call you a minimum of several times a week, sometimes several times a day, plus get tons of emails, that "Unsubscribe" doesn't mean anything to, well. Then don't. It may very well be a decent educations, but their recruiting practices has completely turned me off from ever finding that out. They must need students desperately to go to those measures.
class="MsoNormalCxSpMiddle">
February 18, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted],
On January 24, 2014, Ashford University (University) received a copy of your complaint filed at the Revdex.com. In that complaint, you alleged that:
· The University charged your four (4) late payment fees due to no credit card on file, but you were not advised that you needed one on file
· The University did not advise you when your payment options changed
In your complaint, you listed the following as the resolution you seek:
· For the University to credit your student account in the amount of $120
The following information details the findings of the University’s investigation.
Regarding late payment fees
The 2013-2014 University Academic Catalog states the following regarding the Tuition Reimbursement payment plan:
The Tuition Reimbursement Plan is available as a primary payment option if students qualify for their employer’s tuition reimbursement program and if their employer reimburses at least 50% of their annual tuition. Under this plan, tuition payments, excluding fees, are deferred a maximum of 90 days from the course/term start date, regardless of when the student receives disbursement from his or her employer. Tuition must be paid in full 90 days after the start date of a course/term; otherwise, the student’s credit card will be automatically charged. A declined card will automatically result in a late fee (Attachment A, Tuition Reimbursement).
The signed Student Finance Agreement, found within your Online Application for Enrollment to the Bachelor of Arts in Organizational Management program, states the following:
I understand that in the event that my credit card on file is declined, a declined credit card fee will be assessed. Additionally, late fees may also be assessed on my account if payment is not received in a timely manner (Attachment B, Student Finance Agreement and Signature Page, February 19, 2013).
The Tuition Reimbursement Certification and Authorization form states the following:
I authorize Ashford University to charge my credit/debit card according to the terms of the Tuition Reimbursement plan. I understand my credit/debit card will automatically be charged 90 days from each course start date if Ashford University has not received payment for the course. I understand that I am solely responsible for all tuition and fees due and I understand that if the terms of this agreement are not met, I will be assessed a $30 late fee plus an additional fee if my credit/debit card is declined.
On February 19, 2013, you entered the University on the Financial Aid Plan, with financial aid as your primary payment option and cash as your secondary payment option.
On My 15, 2013, you submitted the Payment Option Change Request (POCR) form to change your payment option to the Tuition Reimbursement Plan, with tuition reimbursement as your primary payment option and cash as your secondary payment option.
On July 10, 2013, a declined payment charge in the amount of $30 posted to your student account (Attachment C, Ledger Card).
On July 18, 2013, you submitted the POCR form to change your payment option back to the Financial Aid Plan. By e-mail message on July 19, 2013, you asked Student Advisor [redacted] about the status of the POCR form.
On July 24, 2013, a declined payment charge in the amount of $30 posted to your student account (Attachment C, Ledger Card).
On September 5, 2013, the University processed your POCR form and your payment option changed to the Financial Aid Plan.
On November 20, 2013, you submitted the POCR form the change your payment option to the Tuition Reimbursement Plan. On November 21, 2013, the University approved the POCR form.
On December 14, 2013, and January 8, 2014, two (2) declined payment charges in the total amount of $60 posted to your student account (Attachment C, Ledger Card).
On January 17, 2014, you submitted the POCR form to change your payment option to the Financial Aid Plan.
The University denies your allegation that you were not advised of the required credit/debit card on file for the Tuition Reimbursement Plan, as this was communicated to you in the Academic Catalog, your Online Application, and on the Tuition Reimbursement Certification and Authorization form.
Conclusion
The University maintains that you were advised of the requirement to have a credit/debit card on file for the Tuition Reimbursement Plan, as stated in the University’s Academic Catalog, the Online Application, and on the Tuition Reimbursement Certification and Authorization form. The University acknowledges the July 18, 2013, Payment Option Change Request that you submitted requesting your payment option to change to the Financial Aid Plan, was not approved until September 6, 2013.
As a gesture of goodwill, the University will credit your student account in the amount of $120. Please allow four (4) to six (6) weeks for the credit to reflect on your student account.
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at [redacted], or at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Director of Student Grievance Resolution
for Ashford University
Encls. /4/ Attachment A, Tuition Reimbursement Plan
Attachment B, Student Finance Agreement
Attachment C, Ledger Card
Attachment D, Grievance Procedure and Presidential Appeal Policy
*Attached and in the 2013-2014 Academic Catalog you will find information about the Presidential Appeal Policy.
I've been asked for documents after documents! I've sent everything I've been asked to send! Then when I had an issue with getting a particular document from the IRS, I was told I could get it (IRS Transcript) from my fafsa IRS retrieval tool. I turned that in and was told THAT WAS THE WRONG DOCUMENT! So I had to stay on the longest hold EVER with the IRS just to request for my transcript and still had to wait SEVEN DAYS until I received it in the mail. Once I got it I faxed it, emailed it and uploaded it onto the funding portal to make sure it was received! I have emailed the financial aid department EVERYDAY to make sure they have everything and even asked to expedite my process because of all I've been through! I was told since they've already reviewed and stated the documents I've sent over were satisfied that I have to wait some more up to 3-5 weeks!!! I think NOT! if that's the case I'm going to dis enroll from this school and go to another university and I will make sure I tell everyone about this miserable experience with the financial aid department. I've already completed TWO 5 week courses and i'm almost complete with my first week in my 3rd course. I feel like the financial aid department had me going around and around with this to stall time or something. This is not OK especially when I look into my portal and see my classes balance is over 5000!
On March 1, 2016 Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). On July 27, 2016 the University’s Student Dispute Resolution Center received a complaint with allegations and a resolution request that substantially mirror this complaint. Within your Revdex.com complaint, you allege the following:
· A Student Advising Manager told you that your financial aid would not be impacted if you withdrew from a course.
In your complaint, you listed the following as the resolution you seek:
· For the University to provide access to your credit balance funds in the amount of $1399 so you can purchase a laptop.
The University conducted an investigation of your concern. The following information details the findings of the investigation and addresses your resolution request.
On April 29, 2015, you completed, electronically signed and submitted the University's online application for admission to the Master of Arts in in Public Administration degree program. In signing this agreement, you acknowledged that you had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (University Catalog) (Attachment A).
Regarding changes to your financial aid
Students who attend the University using the online format receive financial aid on a non-term based schedule. At the University, non-term based programs have an academic year that is not defined by the calendar year. Instead, the academic year is specific to each student, and the academic year for a graduate student is defined as when the student successfully completes six (6) courses totaling eighteen (18) units within the thirty-six (36) weeks of instructional time (Attachment B).
There are two payment periods in each academic year. Under the non-terms based system, students should receive their first financial aid disbursement on or after the start of their first course. After students earn nine (9) credits and begin their fourth course, they are eligible to receive their second disbursement of financial aid. The student must complete three (3) courses successfully and begin the fourth course before they become eligible to receive their second disbursement (Attachment B). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attempts are needed to successfully complete six (6) courses to finish the academic year.
From May 12, 2015 to February 1, 2015, you successfully completed six (6) courses. Tuition and fees posted to your student account in the amount of $9743.04. Between June 5, 2015, and October 6, 2015, financial aid funds disbursed to your student account in the total amount of $20,282.00. On June 16, 2015, and October 13, 2015, per federal regulation, the University issued you credit balance funds in the total amount of $10,538.96. Your student account balance at the end of your first academic year was zero (Attachment C).
From February 2, 2016, to June 13, 2016, you successfully completed two (2) courses and withdrew from one course, PPA603 Government Budgeting, with a 50% refund, per the University’s Tuition Refund Policy. On June 14, 2016, you began course PPA604 Urban Planning/ Redevelopment. On July 14, 2016, you contacted the University via telephone and spoke with Kevin [redacted], Student Advising Manager, and requested to drop the course PPA604. On July 15, 2016, per your request, Mr. [redacted] processed your course drop from PPA604 and submitted an account adjustment in the amount of $1875, which represented the tuition cost of PPA604.
During the second academic year timeframe from February 2, 2016 to July 14, 2016, tuition and fees posted to your student account in the amount of $6,733.50. Between February 23, 2016, and July 19, 2016, financial aid funds disbursed to your student account in the total amount of $10,141.00. On March 1, 2016, per federal regulation, the University issued you credit balance funds in the total amount of $4,516.00. Your first payment period, second academic year student account balance due is $1,108.50, which represents the remaining tuition for PPA603 and the tuition increase for all courses beginning on or after April 1, 2016 (Attachment C; Attachment D).
During this time, between March 20, 2016, and July 17, 2016, the University sent you second academic year award letter notifications that advised the following:
Your Financial Aid Award letter reflects estimated awards that may be subject to adjustment if you experience any changes in your schedule, including dropped or non-passed courses. It is your responsibility to maintain good academic standing to remain eligible for your financial aid award (see example Attachment E).
The investigation reveals that you were told that any changes to your schedule may impact the estimated disbursement dates indicated on your award letter. The investigation did not reveal information to show that Mr. [redacted] told you that your financial aid would not be impacted if you withdrew from a course.
Conclusion
Based on the above information, the University maintains that you had been advised of the impact to your financial aid when you withdrew from your PPA604 course. Therefore, the University denies your resolution request.
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to further discuss the outcome of this investigation, please contact me at (866) 974-5700 ext. [redacted], or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Dispute Resolution Specialist II
for Ashford University
Encls. /5/ Attachment A OAP
Attachment B Financial Aid Policy
Attachment C Ledger Card
Attachment D Tuition Increase Notification Email
Attachment E Financial Aid Award Notification Email
On February 26, 2015, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com) (see Attachment A). In that complaint, you indicated concerns regarding the Alumni Tuition Grant and your 2014 1098-T. The concerns presented in your Revdex.com complaint mirror those previously addressed by the University through the Dispute Resolution Procedure for Student Complaints (see Attachment B). By telephone on February 24, 2015, you and I discussed the University’s resolution of your concerns and you indicated to me that your concerns were resolved. On March 3, 2015, I sent you a detailed email message regarding my research into your concerns and the University’s resolution (see Attachment C).
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you are unsatisfied with the outcome of your concerns, or have any additional concerns regarding your enrollment, please contact me directly at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /3/ Attachment A, Revdex.com Complaint
Attachment B, SDR Submission Form
Attachment C, University Response (w/ enclosures)
After reading all of the negative reviews, I felt the need to insert my positive experience with Ashford University. Ashford University is regionally accredited through WASC and The Forbes School of Business of which I’m enrolled is IACBE accredited. I've found the material to be challenging and relevant to enhance my career and personal growth. There is a very large amount of reading along with a fast paced learning schedule which isn't for some. For me, the asynchronous learning schedule is ideal as I'm a working professional. If not for the technological advancements that have allowed for this type of degree pursuit structure, obtaining my degree would be a much more arduous task. Once class at a time condensed into 5 weeks is about 15-20 hours worth work of work and requires a fair amount of grit and perseverance.
September 30, 2016
[redacted]
[redacted]
Dear [redacted]
On September 2,...
2016 Ashford University (University) received your complaint filed at the Revdex.com
(Revdex.com). In that complaint, you alleged that:
• The balance due on your student account was a result of miscommunication or lack of communication on
the part of the University’s Financial Aid (FA) Office.
• Your VA benefits were denied by the University in your first Academic Year (AY).
In your complaint, you listed the following as the resolution you seek:
• The Transcript Hold to be removed for your student account.
• That your balance due on the student account “needs to be resolved”.
The University conducted an investigation of your concerns. The following information details the findings of the
investigation and addresses your resolution requests.
On July 15, 2015, you completed, electronically signed and submitted the University’s online application for
admission of the Bachelor of Arts in Healthcare Administration 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 online application for admission and the contents of the University Academic
Catalog.
In regard to the Balance Due on the Student Account
On July 8, 2015, the University’s FA office reviewed your National Student Loan Database System (NSLDS) report
and determined that you were in default of one or more FA loans.
On July 21, 2015, by telephonic conversation and email message, the University informed you that you would need
to submit a Veterans On-Line Application (VONAPP) and Satisfactory Loan Repayment Letter in order to utilize VA
and FA benefits.
The Military VA Plan requires that all tuition be paid on or before each course start date, with the exception of the first
60 days in the student’s first academic year. Under this plan, tuition payments are deferred for the first 60 days of
continuous enrollment in a degree program, regardless of when the student receives disbursement from the
Department of Veterans Affairs. Applicable fees are due on or before the start date of each course/term. Students are
responsible for paying Ashford University tuition and fees at the start of each course, unless there is
alternative,approved financial aid (Attachment B).
On July 22, 2015, by email message the University’s FA Office Representative informed you that you would need to
submit a “Satisfactory Loan Repayment and/or Paid-in-Full documentation as it relates to your FA packaging. The
2
same day your VA Advisor sent you an email message confirming the receipt off your 22-1990 confirmation. Based
on this confirmation, your VA Advisor informed you that you listed your father’s service dates and that Chapter 30
benefits are non-transferable. Your VA Advisor further stated “I will need a copy of the 22-5490 confirmation and your
father's VA file number (SSN) before I can submit your classes to the VA or award you our Military Grants.”
On August 4, 2015, you started the first course of your Bachelor of Arts in Healthcare Administration program.
On September 1, 2015, by email message your VA Benefits Specialist informed you had been electronically certified
with the Department of Veterans Affairs (VA) for four courses in accordance with your VA benefits.
On September 3, 2015, by email message the University’s FA Office requested that you submit the
Satisfactory Loan Repayment letter as it relates to your FA loans that were in default status.
Per the 2015-2016 Ashford University Catalog and federal policy, in order to be eligible for federal FA funding a
student must certify that no federal student loan is in a default status and no money is owed on a federal student
grant. Moreover, the student is responsible as an FA recipient to submit all required FA forms “accurately and
completely” (Attachment C).
On October 14, 2015, the University’s FA Office received a copy of your Satisfactory Loan Repayment Letter. That
letter reflected an agreement between you and the Federal Student Aid Program regarding rehabilitating your
defaulted student aid loan.
On October 26, 2015, telephonic conversation and email message, the University’s FA Office representative
informed you that if you want to utilize only Pell Grants, you would need to contact your Student Advisor and revise
your Institutional Application (IA) as well as your Primary Finance Option.
On October 27, 2015, you FA packaging was denied because you did not have “FA” or “Pell Grant” listed on your
Finance Options.
On November 19, 2015, by email message your VA Benefits Specialist informed you that he had contacted the VA
and they informed him that your Chapter 35 VA Benefits were denied in August 2015 and a letter was issued to you
by the VA informing you of the denial.
On November 23, 2015, by email message your Military Student Advisor provided you information on how to change
your Primary Finance Option to “FA”.
On December 8, 2015, by telephonic conversation, the University’s FA Office Representative informed you that you
would need to speak with your Student Advising staff in order to change your Primary Finance Option to “FA” in order
to utilize federal Financial Aid.
On December 28, 2015, by email message a Student Advisor sent you instructions on how to change your Primary
Finance Option and apply for federal FA funding.
On January 14, 2016, by email message a Financial Services Advisor sent you a “Payment Option Change Request”.
On January 19, 2016, by email message and telephonic conversation your Financial Services Advisor informed you
that your Primary Option Change Request was denied because your previous FA loans were in default status.
3
On June 3, 2016, by email message you informed your Accounts Receivable Coordinator that you would send your
Default Clearance Letter to her directly by email message. On that same date, by telephonic conversation your
Accounts Receivable Coordinator sent you instructions on how to change your Primary Finance Option to “FA”.
On June 8, 2016, by email message your Accounts Receivable Coordinator forwarded a letter to the University’s FA
Office on your behalf indicating your loans were in “deferment”.
On June 18, 2016, the University’s FA Office denied your FA packaging because you had not updated your Primary
Finance Option to “FA” yet.
On July 4, 2016, you completed your first Academic Year and this date also represents your Last Date of Attendance
at the University.
On July 5, 2016, by email message your Accounts Resolution Coordinator informed you that she received your
Primary Finance Option Change Request Form.
An investigation of your concerns revealed that you were denied Chapter 35 VA benefits by the VA, not the
University, and that you did not change your Primary Finance Option to “FA” until after the academic year completed.
This delayed submission of the updated Primary Finance Option Form directly contributed to the University’s inability
to award your financial aid, resulting in a shortfall final enrollment balance due in the amount of $10,043.
Conclusion
Based on the above, the University refutes your allegation that it denied your VA education benefits. The University
maintains that your federal financial aid was not awarded because a Primary Finance Option Change Request Form
was not timely received from you. The University acknowledges that some confusion may have existed regarding the
Primary Finance Option Change Request Form and regrets that this matter was not timelier resolved during your
enrollment. Based on these findings, the University will credit $5021.50 toward your student account balance due.
You will remain responsible for the resulting balance due in the amount of $5021.50. Please allow 2-3 weeks for the
adjustment to reflect on your student account.
Per University policy, there is currently a transcript hold on your student account as a result of the balance due on
your student account. The University encourages you to contact your Collections Specialist, [redacted], at
[redacted] or email [redacted] to discuss payment arrangements.
It is always the intention of Ashford University and its employees to provide excellent student services and an
excellent learning experience. If you would like to discuss the outcome of this investigation, please contact me at
[redacted] or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Dispute Resolution Specialist III
for Ashford University
Encls. /4/ Attachment A University Application
Attachment B Military Veteran’s Benefits Plan
Attachment C Federal Student Aid Eligibility & Financial Aid Student’s Responsibilities
Attachment D Student Ledger Card
Unless you want to signup with them RIGHT away, I am warning you to not give them information. They send multiple emails a day, from a few different people at the school. They will not stop calling, EVER. No matter how many times we say we are no longer interested, they cal again. Same day. Only twice today, but was certain in the past and again earlier that they would quit calling. They don't. Unless you are lonely and want a telemarketer to call you a minimum of several times a week, sometimes several times a day, plus get tons of emails, that "Unsubscribe" doesn't mean anything to, well. Then don't. It may very well be a decent educations, but their recruiting practices has completely turned me off from ever finding that out. They must need students desperately to go to those measures.
class="MsoNormalCxSpMiddle">
February 18, 2014
[redacted]
[redacted]
[redacted]
Dear [redacted],
On January 24, 2014, Ashford University (University) received a copy of your complaint filed at the Revdex.com. In that complaint, you alleged that:
· The University charged your four (4) late payment fees due to no credit card on file, but you were not advised that you needed one on file
· The University did not advise you when your payment options changed
In your complaint, you listed the following as the resolution you seek:
· For the University to credit your student account in the amount of $120
The following information details the findings of the University’s investigation.
Regarding late payment fees
The 2013-2014 University Academic Catalog states the following regarding the Tuition Reimbursement payment plan:
The Tuition Reimbursement Plan is available as a primary payment option if students qualify for their employer’s tuition reimbursement program and if their employer reimburses at least 50% of their annual tuition. Under this plan, tuition payments, excluding fees, are deferred a maximum of 90 days from the course/term start date, regardless of when the student receives disbursement from his or her employer. Tuition must be paid in full 90 days after the start date of a course/term; otherwise, the student’s credit card will be automatically charged. A declined card will automatically result in a late fee (Attachment A, Tuition Reimbursement).
The signed Student Finance Agreement, found within your Online Application for Enrollment to the Bachelor of Arts in Organizational Management program, states the following:
I understand that in the event that my credit card on file is declined, a declined credit card fee will be assessed. Additionally, late fees may also be assessed on my account if payment is not received in a timely manner (Attachment B, Student Finance Agreement and Signature Page, February 19, 2013).
The Tuition Reimbursement Certification and Authorization form states the following:
I authorize Ashford University to charge my credit/debit card according to the terms of the Tuition Reimbursement plan. I understand my credit/debit card will automatically be charged 90 days from each course start date if Ashford University has not received payment for the course. I understand that I am solely responsible for all tuition and fees due and I understand that if the terms of this agreement are not met, I will be assessed a $30 late fee plus an additional fee if my credit/debit card is declined.
On February 19, 2013, you entered the University on the Financial Aid Plan, with financial aid as your primary payment option and cash as your secondary payment option.
On My 15, 2013, you submitted the Payment Option Change Request (POCR) form to change your payment option to the Tuition Reimbursement Plan, with tuition reimbursement as your primary payment option and cash as your secondary payment option.
On July 10, 2013, a declined payment charge in the amount of $30 posted to your student account (Attachment C, Ledger Card).
On July 18, 2013, you submitted the POCR form to change your payment option back to the Financial Aid Plan. By e-mail message on July 19, 2013, you asked Student Advisor [redacted] about the status of the POCR form.
On July 24, 2013, a declined payment charge in the amount of $30 posted to your student account (Attachment C, Ledger Card).
On September 5, 2013, the University processed your POCR form and your payment option changed to the Financial Aid Plan.
On November 20, 2013, you submitted the POCR form the change your payment option to the Tuition Reimbursement Plan. On November 21, 2013, the University approved the POCR form.
On December 14, 2013, and January 8, 2014, two (2) declined payment charges in the total amount of $60 posted to your student account (Attachment C, Ledger Card).
On January 17, 2014, you submitted the POCR form to change your payment option to the Financial Aid Plan.
The University denies your allegation that you were not advised of the required credit/debit card on file for the Tuition Reimbursement Plan, as this was communicated to you in the Academic Catalog, your Online Application, and on the Tuition Reimbursement Certification and Authorization form.
Conclusion
The University maintains that you were advised of the requirement to have a credit/debit card on file for the Tuition Reimbursement Plan, as stated in the University’s Academic Catalog, the Online Application, and on the Tuition Reimbursement Certification and Authorization form. The University acknowledges the July 18, 2013, Payment Option Change Request that you submitted requesting your payment option to change to the Financial Aid Plan, was not approved until September 6, 2013.
As a gesture of goodwill, the University will credit your student account in the amount of $120. Please allow four (4) to six (6) weeks for the credit to reflect on your student account.
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at [redacted], or at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Director of Student Grievance Resolution
for Ashford University
Encls. /4/ Attachment A, Tuition Reimbursement Plan
Attachment B, Student Finance Agreement
Attachment C, Ledger Card
Attachment D, Grievance Procedure and Presidential Appeal Policy
*Attached and in the 2013-2014 Academic Catalog you will find information about the Presidential Appeal Policy.
I've been asked for documents after documents! I've sent everything I've been asked to send! Then when I had an issue with getting a particular document from the IRS, I was told I could get it (IRS Transcript) from my fafsa IRS retrieval tool. I turned that in and was told THAT WAS THE WRONG DOCUMENT! So I had to stay on the longest hold EVER with the IRS just to request for my transcript and still had to wait SEVEN DAYS until I received it in the mail. Once I got it I faxed it, emailed it and uploaded it onto the funding portal to make sure it was received! I have emailed the financial aid department EVERYDAY to make sure they have everything and even asked to expedite my process because of all I've been through! I was told since they've already reviewed and stated the documents I've sent over were satisfied that I have to wait some more up to 3-5 weeks!!! I think NOT! if that's the case I'm going to dis enroll from this school and go to another university and I will make sure I tell everyone about this miserable experience with the financial aid department. I've already completed TWO 5 week courses and i'm almost complete with my first week in my 3rd course. I feel like the financial aid department had me going around and around with this to stall time or something. This is not OK especially when I look into my portal and see my classes balance is over 5000!
"Arial Narrow", sans-serif">September 8, 2016
[redacted]
Dear [redacted]
On March 1, 2016 Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). On July 27, 2016 the University’s Student Dispute Resolution Center received a complaint with allegations and a resolution request that substantially mirror this complaint. Within your Revdex.com complaint, you allege the following:
· A Student Advising Manager told you that your financial aid would not be impacted if you withdrew from a course.
In your complaint, you listed the following as the resolution you seek:
· For the University to provide access to your credit balance funds in the amount of $1399 so you can purchase a laptop.
The University conducted an investigation of your concern. The following information details the findings of the investigation and addresses your resolution request.
On April 29, 2015, you completed, electronically signed and submitted the University's online application for admission to the Master of Arts in in Public Administration degree program. In signing this agreement, you acknowledged that you had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (University Catalog) (Attachment A).
Regarding changes to your financial aid
Students who attend the University using the online format receive financial aid on a non-term based schedule. At the University, non-term based programs have an academic year that is not defined by the calendar year. Instead, the academic year is specific to each student, and the academic year for a graduate student is defined as when the student successfully completes six (6) courses totaling eighteen (18) units within the thirty-six (36) weeks of instructional time (Attachment B).
There are two payment periods in each academic year. Under the non-terms based system, students should receive their first financial aid disbursement on or after the start of their first course. After students earn nine (9) credits and begin their fourth course, they are eligible to receive their second disbursement of financial aid. The student must complete three (3) courses successfully and begin the fourth course before they become eligible to receive their second disbursement (Attachment B). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attempts are needed to successfully complete six (6) courses to finish the academic year.
From May 12, 2015 to February 1, 2015, you successfully completed six (6) courses. Tuition and fees posted to your student account in the amount of $9743.04. Between June 5, 2015, and October 6, 2015, financial aid funds disbursed to your student account in the total amount of $20,282.00. On June 16, 2015, and October 13, 2015, per federal regulation, the University issued you credit balance funds in the total amount of $10,538.96. Your student account balance at the end of your first academic year was zero (Attachment C).
From February 2, 2016, to June 13, 2016, you successfully completed two (2) courses and withdrew from one course, PPA603 Government Budgeting, with a 50% refund, per the University’s Tuition Refund Policy. On June 14, 2016, you began course PPA604 Urban Planning/ Redevelopment. On July 14, 2016, you contacted the University via telephone and spoke with Kevin [redacted], Student Advising Manager, and requested to drop the course PPA604. On July 15, 2016, per your request, Mr. [redacted] processed your course drop from PPA604 and submitted an account adjustment in the amount of $1875, which represented the tuition cost of PPA604.
During the second academic year timeframe from February 2, 2016 to July 14, 2016, tuition and fees posted to your student account in the amount of $6,733.50. Between February 23, 2016, and July 19, 2016, financial aid funds disbursed to your student account in the total amount of $10,141.00. On March 1, 2016, per federal regulation, the University issued you credit balance funds in the total amount of $4,516.00. Your first payment period, second academic year student account balance due is $1,108.50, which represents the remaining tuition for PPA603 and the tuition increase for all courses beginning on or after April 1, 2016 (Attachment C; Attachment D).
During this time, between March 20, 2016, and July 17, 2016, the University sent you second academic year award letter notifications that advised the following:
Your Financial Aid Award letter reflects estimated awards that may be subject to adjustment if you experience any changes in your schedule, including dropped or non-passed courses. It is your responsibility to maintain good academic standing to remain eligible for your financial aid award (see example Attachment E).
The investigation reveals that you were told that any changes to your schedule may impact the estimated disbursement dates indicated on your award letter. The investigation did not reveal information to show that Mr. [redacted] told you that your financial aid would not be impacted if you withdrew from a course.
Conclusion
Based on the above information, the University maintains that you had been advised of the impact to your financial aid when you withdrew from your PPA604 course. Therefore, the University denies your resolution request.
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to further discuss the outcome of this investigation, please contact me at (866) 974-5700 ext. [redacted], or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Dispute Resolution Specialist II
for Ashford University
Encls. /5/ Attachment A OAP
Attachment B Financial Aid Policy
Attachment C Ledger Card
Attachment D Tuition Increase Notification Email
Attachment E Financial Aid Award Notification Email
March 12, 2015
[redacted]
[redacted]
[redacted]
Dear [redacted]
On February 26, 2015, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com) (see Attachment A). In that complaint, you indicated concerns regarding the Alumni Tuition Grant and your 2014 1098-T. The concerns presented in your Revdex.com complaint mirror those previously addressed by the University through the Dispute Resolution Procedure for Student Complaints (see Attachment B). By telephone on February 24, 2015, you and I discussed the University’s resolution of your concerns and you indicated to me that your concerns were resolved. On March 3, 2015, I sent you a detailed email message regarding my research into your concerns and the University’s resolution (see Attachment C).
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you are unsatisfied with the outcome of your concerns, or have any additional concerns regarding your enrollment, please contact me directly at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /3/ Attachment A, Revdex.com Complaint
Attachment B, SDR Submission Form
Attachment C, University Response (w/ enclosures)
After reading all of the negative reviews, I felt the need to insert my positive experience with Ashford University. Ashford University is regionally accredited through WASC and The Forbes School of Business of which I’m enrolled is IACBE accredited. I've found the material to be challenging and relevant to enhance my career and personal growth. There is a very large amount of reading along with a fast paced learning schedule which isn't for some. For me, the asynchronous learning schedule is ideal as I'm a working professional. If not for the technological advancements that have allowed for this type of degree pursuit structure, obtaining my degree would be a much more arduous task. Once class at a time condensed into 5 weeks is about 15-20 hours worth work of work and requires a fair amount of grit and perseverance.