Capella University, Inc.

I am rejecting this response because: Capella does not want to work with meI have stated my case, explained the crippling effects of my condition, but they are completely unsympatheticMy doctor's notes explain that I was unable to focus on my work (see attached), but Capella still maintains that this does not prove that I was unable to complete my workI tried telling them that I was constantly tired and falling asleep randomly - even to the point of nearly being involved in a car accidentThis fell on deaf ears.I have attended this school for five years and was a student before this beganI have been an ideal student - never having or causing any problemsI am in the home-stretch of my PhD program, with only my dissertation to complete before becoming "Dr***"This was my dream since childhoodThis recent experience has completely taken the wind out of my sailsI've invested a lot of time and money with Capella, only to have them abandon and refuse to support me when an unforeseen medical condition made it impossible for me to continue my studies.If their lack of concern was not enough, I was also ignored - having multiple calls not returned, disrespected by their advising team when I informed them of my condition, a ton of paperwork patiently completed, multiple doctor's notes submitted, and a slew of emails traded, which all amounted to nothingI am completely dissatisfied and disgusted at the way I have been treatedAs someone who has worked in higher education for nearly a decade, I expect a much higher standard than this.Regards,*** ***

Please find attached Capella's response to MsGabriela's complaint #

December 26th , To whom it may concern: This letter is in response to Mr*** ***’s complaint #***The nature of Mr***’s complaint is that he has a balance remaining on his account that is preventing the release of his official transcriptPlease see the following message from one of our financial aid advisors in regard to Mr***’s complaint: Mr*** is taking MBA courses (1st and 2nd session) • Initially we awarded up to half time COA ($4,332) • This amount had included TA which was then removed and replaced with loan funding • Disbursements for 1st session occurred and sent a refund of $1,• Learner started into second session and we offered an award adjustment of $1,• Unfortunately, after the 10% discount, the balance would have been $and with origination fee of $he is left with the balance of $ We apologize for any hardship this situation may have caused Mr***We encourage Mr*** to reach out to our financial aid department if the explanation of the balance on his account requires further clarification Regards, Joe *** Senior Learner Affairs Associate Academic Affairs Direct Line: ###-###-#### Toll Free: 1.888.CAPELLA (###-###-####) ext*** Fax: ###-###-#### E-mail: Joseph.***@capella.edu Capella University Capella Tower *** *** *** *** *** *** Minneapolis, MN www.capella.edu

Initial Business Response /* (1000, 5, 2015/12/16) */
Capella University takes Revdex.com complaints seriously and it is a priority to review and respond in a timely mannerCapella is an institution of higher education receiving Title IV fundingAs such, we are required under the
Family Educational Rights and Privacy Act (FERPA), to protect the privacy of our learnersWithout written permission from the learner, we are unable to release nondirectory information to any third party including the Revdex.comA signed 3rd
party release form must be submitted by the complainant authorizing the release of their information to the Revdex.com before a response can be providedThe attached 3rd party authorization form must be completed in its entirety and signed manually for Capella to move forward with a responseOnce completed, the release form may be faxed along with the cover sheet directly to the Revdex.com at *** or scanned and emailed to ***, Mediation Coordinator at ***@thefirstRevdex.com.org
Thank you for your attention to the matter
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've emailed the releaseI want this resolved so that I can move forward
Final Business Response /* (4000, 9, 2015/12/23) */
December 23,
To whom it may concern:
This letter is in response to Ms*** ***'s complaint from case #*** submitted on 12/15/Ms*** states her complaint is related to the amount she was required to pay in tuition for a course she was unable to take due to technical difficulties she encountered
The course Ms*** is disputing occurred during the fall term that began on October 12, The last day to withdraw from this course to receive a 100% refund was October the 16th and the final day to receive a 75% refund was on October 23rdMs*** continued participating in the course until she withdrew herself on November 13th, When this drop occurred, we were required by Department of Education regulations to return all unearned financial aid back to the lenderThe balance that is due on Ms***'s account is a result of this return
We apologize for any undue hardship or stress that this situation may have caused Ms***Due to the technical difficulties she encountered in her courseroom, we have since offered and applied a tuition credit for the tuition portion of her balance in the amount of $Ms*** will however still owe Capella directly for the refund and book voucher portion of her financial aid that was returned to her lender in the amount of $1,If Ms*** is unable to pay this balance all at once, our business office will be more than willing to assist her with setting up a payment planPlease feel free to contact me with any additional questions or concerns
***
Learner Affairs Associate
Learner Services & Operations (LSO)
Direct Line: ***.***
Toll Free: 1.888.CAPELLA (***) ext***
Fax: ***
E-mail: ***@capella.edu
Capella University
Capella Tower
***
Minneapolis, MN
www.capella.edu
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 11, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm glad that I finally received an answer about thisThe refund money and book voucher will be paid back when I return to schoolHopefully by then Capella has all of the bugs worked out with the technical software issues that this course requires because I was not the only one that experienced these issues

I am rejecting this response because: the facts presented are not true. 1- I did in fact send them in I was informed of wasn't receivedBy the time I realized it wasn't processed I was informed I'm too late and if I did it it wouldn't make a differenceI submotted a form and a letter from my employer. the financial aid office will not let me back in unless I pat the whole balance which I can't do in one lump sum sirI was informed by customer service as long as I filled out my fasfa by 6/I would be fineHowever I was locked out before then I am requesting transcripts of all calls made by meI can go back in my records and show you when I sent documents and how capella dropped the ball.

Complaint: ***
I am rejecting this response because: I am not sure what documents I am supposed to signThis is not a HIPPA action against Capella UniversityAs we can see Capella University has similar complains already and to make this private, it does not make any sense to me.
Sincerely,
*** ***

I believe in the time since this complaint was filed and now we have already informally resolved this matter with the learner.

I am rejecting this response because: The following statement from Capella is not true and does not support their policy "After Mr*** went two consecutive quarters without resolving this balance or being enrolled in courses, he was administratively withdrawn from the university.I was told that as long as I was making payments to the university that I would be in good standing and not administratively withdrawnThis is what I based my future education plans uponThe purpose for me to stay in good standing is to continue my classes elsewhere so that I may transfer them back into Capella and graduateCapella is stating that I was administratively withdrawn due to the fact that I did not resolve the balance OR enroll in classesThe fact is that the balance is being resolved and I am taking classes elsewhere as statedThe administrative withdraw has nothing to do with federal lawIt is strictly a policy created by Capella and wording in ther payment documentationStudents making payments should be able to continue in good standingCapella is punishing a student for taking classes elsewhere with an outstanding billI would not be taking these classes elsewhere if I was not lucky enough to work at a college that offers free tuitionWe would not do this to our students.I am simply asking Capella to review my courses I am taking elsewhere for a transfer back into Capella once finishedI am also asking Capella to give me permission to attend my University as a transient student in good standingI am currently and have been making payments and the bill will be paid as scheduled in fullI can understand that an administrative withdraw be enacted for non-payment...the fact is that payment is being madeCapella please work with me and not against meI want to receive my degree I worked so hard for.Sincerely,*** S ***

July 6, To whom it may concern: This letter is in response to Ms*** ***’ complaint #***Ms***’ complaint is in regard to a balance owed from the Summer term in which she dropped her courses prior to completing the term Capella does offer tuition credits for situations of a personal emergency such as the one Ms*** indicated, but unfortunately she is not eligibleThe criteria for requesting this credit include making the request within one quarter from when the emergency occurred, providing documentation from a healthcare professional as to when the learner would have been unable to participate, and documentation that the learner reached out to an instructor to request an extension or incompleteThis criteria is provided to all learners on our Campus iGuide page We apologize for any confusion this situation may have caused Ms***, but she will remain responsible for repaying the financial aid that was returned to her lender causing the balance on her accountWe encourage her to reach out to our business office to discuss a payment arrangement to resolve her balanceIf she feels there is a discrepancy with what financial aid she has borrowed, we suggest she reach out to her lender and consult with our financial aid department for further informationFeel free to reach out with any additional questions or concerns Regards, Joe *** Senior Learner Affairs Associate Academic Affairs Direct Line: *** Toll Free: 1.888.CAPELLA (###-###-####) ext*** Fax: ###-###-#### E-mail: Joseph.***@capella.edu Capella University Capella Tower *** *** *** *** *** *** Minneapolis, MN www.capella.edu

July 1, To whom it may concern: This letter is in response to Mr*** *** complaint #***Mr***’s complaint is in regards to a website run by Capella Learning solutions and his eligibility to take a course he was interested in Based upon the information contained in the email chain between the Rightskill representative and Mr***, we informed him that the Information Security program he was interested in was not available in his area and that we would inform him when it was availableWe furthermore informed him several times that he first needed to submit a resume in order for us to inform him if he qualified for the program he was interested inIn regard to Mr***’s inquiries into a program for his son, we are not at liberty to share specific information regarding another applicant without a signed authorization to release informationAt several points during the communication process with Mr***, he was informed what was needed from him, and then informed that he did not meet the qualifications as the program was not in his areaMr*** then continually responded to emails repeating previously asked questions that had already been addressedRightskill staff then had no choice but to inform him that they would no longer be responding to his communications We apologize for an inconvenience this situation may have caused Mr***, but unfortunately he is not qualified for the program he inquired about and Rightskill staff can no longer dedicate business resources to handling his inquiriesWe will reach out if the program of interest becomes available in his area, but please feel free to contact e with any additional questions or concerns Regards, Joseph Rennie Learner Affairs Associate Learner Services & Operations (LSO) *** *** ***
*** *** *** *** *** ***
*** ***
*** ***
*** ***
*** ***
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November 10, To whom it may concern: This letter is in response to Ms*** ***’s complaint #***Ms*** has several issues in her complaint involving: a claim that “Capella targets blacks to come to their university”, that she was poorly treated by a mentor, that we have changed policies to increase the amount of time it takes to resolve issues, and that our actions have cause her to lose both time and money In regard to Ms***’s claim about our school targeting African Americans to come to our school; we will not be responding to this claim other than to say Ms*** has provided no evidence to support that statementIt is unfortunately her opinion, but any numbers she has provided are and completely anecdotal Ms*** began the dissertation phase of her psychology PhD program in the spring of During that quarter, her mentor DrJohn *** discovered numerous errors and issues with academic workIn a phone call with her mentor and doctoral advisor during that term, Ms*** became extremely agitated when Dr*** attempted to give feedback and began insulting Dr***Dr*** then expressed his frustration with her and when she continued to interrupt and insult him, Dr*** disconnected the callAt this point, Ms*** accused Dr*** of discriminationThat claim of discrimination was thoroughly investigated by our human resources department, and Ms*** was notified on 10/28/when that investigation concluded that there was no discrimination by Dr***Ms*** has not submitted any communication that she intends to appeal the outcome of that investigation In between the time Ms*** claimed discrimination and the investigation concluded, she had received a non-satisfactory grade for the spring term, and had also been cited for her third violation of the academic integrity and honesty policyMs*** appealed both of these actions, however she stated as a basis for her appeals that it was due to the instructor discriminating against herAs the discrimination investigation had not yet concluded, both of these cases were put on hold while human resources conducted her investigationMs*** was dropped from her fall residency course as she cannot enroll in future courses pending the outcome of her third violation of the academic honesty policy, as the outcome of this violation may result in her dismissal from the university We apologize for any hardship or confusion this situation has caused Ms***, however any delays in her progress were due to ensuring a thorough investigation of her claim of discriminationMs*** has since been given a new mentor, and both her grade appeal and academic honesty violation will go to a faculty review panel to determine further actionWe will not be offering Ms*** any refund or credit for what she claims is for lost time, pain, and sufferingPlease feel free to reach out with any additional questions or concerns Regards, Joe *** Learner Affairs Associate Learner Services & Operations (LSO) Toll Free: 1.888.CAPELLA (###-###-####) Fax: ###-###-#### E-mail: Joseph.***@capella.edu

January 4, To whom it may concern: This letter is in response to Ms*** ***’s complaint #***Ms***’s complaint states that we falsely advertised a $grant that she applied for and that we did not inform her that the grant disbursed equally over quarters The location on our website where this grant is located can be found at the following address: https://www.capella.edu/tuition-financial-aid/scholarships-grants/scholarships-n...⇄ scholarship details clearly and specifically state that the scholarship is disbursed equally over seven consecutive quarters in the amount of $per quarterIf Ms*** does not attend Capella for the full length of time the scholarship, for whatever reason, the unused portion of the scholarship will not disburseThe $Scholarship amount showing on Ms***’s financial aid award is the total amount she is receiving in the 2016-aid yearAs she is receiving the $per quarter for three quarters, the total amount for the year is $ We apologize for any hardship or confusion this situation has caused Ms***, but there was no misinformation or advertising given regarding the grant she applied for and is currently receivingWe will not be disbursing her grant in any manner other than the current $she is receivingPlease feel free to reach out with any additional questions or concerns Regards, Joe *** Learner Affairs Associate Learner Services & Operations (LSO) Toll Free: 1.888.CAPELLA (###-###-####) Fax: ###-###-#### E-mail: ***

March 18,
To whom it may concern:
This letter is in response to Ms*** ***'s complaint from case #*** submitted on 3/4/Ms*** states her complaint is related to the delays we are experiencing with the disbursement of her financial aid
Ms*** is part of a small population of learners that our third-party FlexPath financial aid vendor has experienced technical difficulties with in regards to financial aid disbursementsThis error is occurring when a learner has a change of program and revolves around our vendor's ability to verify enrollment so as to disburse aid within Department of Education regulationsWhile our vendor is currently working on a solution for this technical error, we do not yet have a timeframe as to when we anticipate the error will bixed
We apologize for any undue hardship or stress that this situation may have caused Ms***As the error is unanticipated and we do not currently have an expectation to give in regards to when our vendor will be able to disburse aid, we would be willing to advance Ms*** a financial aid refund for the current billing session until her financial aid disbursesShe can speak with either Zack or Jayne on our FlexPath financial aid team in regards to the financial aid refund advancePlease feel free to reach out to me with any additional questions or concerns
Joseph ***
Learner Affairs Associate
Learner Services & Operations (LSO)
Direct Line: ***
Toll Free: 1.888.CAPELLA ***) ext***
Fax: ***
E-mail: Joseph.***@capella.edu
Capella University
Capella Tower
*** *** *** *** *** ***
Minneapolis, MN
www.capella.edu

July 1, To whom it may concern: This letter is in response to Mr*** ***’s complaint #***Mr***’s complaint is in regards to a website run by Capella Learning solutions and his eligibility to take a course he was interested in Unfortunately, we can find no record of Mr*** in our system except his application for admission to Capella University back in We do not have information on Mr*** regarding the www.rightskill.com website and will be unable to respond to any further complaints without additional informationMr*** states he has an email thread in regards to his complaint, but we were unable to see this information in his Revdex.com complaintIf Mr*** can respond with further information, we will further investigate the circumstances surrounding his complaint Regards Joseph *** Learner Affairs Associate Learner Services & Operations (LSO) Direct Line: ***.*** Toll Free: 1.888.CAPELLA (###-###-####) ext*** Fax: ###-###-#### E-mail: Joseph.***@capella.edu Capella University Capella Tower *** *** *** *** *** *** Minneapolis, MN www.capella.edu

I am rejecting this response because: Again, Capella has never shown me any documents which show a return of funds to my lenderIt has been over years, and so they have had more than enough time to provide a documentWhen my loans were discharged, under the federal program because of my total and permanent disability, the entire amount was discharged, including any money which Capella claims to have refunded my lenderSomeone is not telling the truth, either my lender or CapellaIn either case, every time Capella has hired unethical collection agencies to do their deeds of unprofessionalism, I have wonSuch nonsense has always been removed from my credit reports every time, and the collection agencies have had to withdraw from my case as my next step was going to be to go to the attorney generalI am going to go to the attorney general if this happens againAfter years and one month with no proof, Capella needs to let this go, and I am sure that my Senator, and/or the attorney general, will help to persuade them if they choose to continue to send unethical collectors my wayThis will be all over in less than years anyway, as is required by the year limit on reporting such nonsense but, as a Marine, I am more than willing to continue the fight if that is what they wish to so senselessly choose.

Initial Business Response /* (1000, 5, 2015/09/29) */
Capella University takes Revdex.com complaints seriously and it is a priority to review and respond in a timely mannerCapella is an institution of higher education receiving Title IV fundingAs such, we are required under the
Family Educational Rights and Privacy Act (FERPA), to protect the privacy of our learnersWithout written permission from the learner, we are unable to release nondirectory information to any third party including the Revdex.comA signed 3rd
party release form must be submitted by the complainant authorizing the release of their information to the Revdex.com before a response can be providedThe attached 3rd party authorization form must be completed in its entirety and signed manually for Capella to move forward with a responseOnce completed, the release form may be faxed along with the cover sheet directly to the Revdex.com at *** or scanned and emailed to ***, Mediation Coordinator at ***@thefirstRevdex.com.org
Thank you for your attention to the matter

Initial Business Response /* (1000, 5, 2015/11/30) */
Capella University takes Revdex.com complaints seriously and it is a priority to review and respond in a timely mannerCapella is an institution of higher education receiving Title IV fundingAs such, we are required under the
Family Educational Rights and Privacy Act (FERPA), to protect the privacy of our learnersWithout written permission from the learner, we are unable to release nondirectory information to any third party including the Revdex.comA signed 3rd
party release form must be submitted by the complainant authorizing the release of their information to the Revdex.com before a response can be providedThe attached 3rd party authorization form must be completed in its entirety and signed manually for Capella to move forward with a responseOnce completed, the release form may be faxed along with the cover sheet directly to the Revdex.com at *** or scanned and emailed to ***, Mediation Coordinator at ***@thefirstRevdex.com.org
Thank you for your attention to the matter
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
***Signed 3rd Party Authorization attached
Final Business Response /* (4000, 9, 2015/12/07) */
***corresponding document attached
December 7,
To whom it may concern:
This response is in regards to complaint case #*** filed by Mr*** *** on 11/25/Mr*** is stating that he had requested to drop his course and that his request was denied, so he is now being pursued by collections regarding the balance due on his account
At the time that Mr*** stated he was having surgery and requested to drop his course, it was already past the point in the term where he could drop and receive a refundCapella does make exceptions to our tuition refund policy for unexpected medical emergencies, but unfortunately Mr*** does not qualifyThe statute of limitations regarding these requests is up to one full quarter after the term in which the unexpected emergency occurredMr*** would needed to have contacted us informing us of his situation, as well as submit supporting documentation from his healthcare provider, by the end of the spring term in March of It should be noted that we do not require a learner's documentation to state the nature of their illness or emergencyThe documentation from their healthcare provider must state that they are unable to participate in courses, the dates for which they are unable to participate, and the date which they can fully return to coursesWe do not violate HIPPA regulations by requesting this documentationWe had no contact with Mr*** regarding his situation until the balance he has due was sent to a collection agency after we were unable to contact himFor convenience and to help clarify any further questions regarding exceptions to our policy, I am attaching the criteria as listed on the students' iGuide page for reference
We apologize for any confusion or hardship this situation may have caused Mr***Our business office is willing to work with him to set up a payment plan for his past due balance that would be agreeable for both he and CapellaPlease feel free to contact me with any further questions or concerns
***
Learner Affairs Associate
Learner Services & Operations (LSO)
Direct Line: ***
Toll Free: 1.888.CAPELLA (***) ext***
Fax: ***
E-mail: ***@capella.edu
Capella University
Capella Tower
***
Minneapolis, MN
www.capella.edu

Capella University takes Revdex.com complaints seriously and it is a priority to review and respond in a timely mannerCapella is an institution of higher education receiving Title IV fundingAs such, we are required under the Family Educational Rights and Privacy Act (FERPA), to
protect the privacy of our learnersWithout written permission from the learner, we are unable to release non-directory information to any third party including the Revdex.comA signed 3rd party release form must be submitted by the complainant authorizing the release of their information to the Revdex.com before a response can be providedThe attached 3rd party authorization form must be completed in its entirety and signed manually for Capella to move forward with a responseOnce completed, the release form may be faxed along with the cover sheet directly to the Revdex.com at *** or scanned and emailed to Jesi ***, Mediation Coordinator at *** Thank you for your attention to the matterTell us why here

Capella University takes Revdex.com complaints seriously and it is a priority to review and respond in a timely mannerCapella is an institution of higher education receiving Title IV fundingAs such, we are required under the Family Educational Rights and Privacy Act (FERPA), to
protect the privacy of our learnersWithout written permission from the learner, we are unable to release non-directory information to any third party including the Revdex.comA signed 3rd party release form must be submitted by the complainant authorizing the release of their information to the Revdex.com before a response can be providedThe attached 3rd party authorization form must be completed in its entirety and signed manually for Capella to move forward with a responseOnce completed, the release form may be faxed along with the cover sheet directly to the Revdex.com at ###-###-#### or scanned and emailed to *** ***, Mediation Coordinator at *** Thank you for your attention to the matter

May 3rd, To whom it may concern: This letter is in response to Mr*** ***’s complaint # ***The nature of Ms ***’s complaint is regarding to not being able to complete her program early as she feels she has progressed faster than other learners School leadership, along with the Doctoral Support Center, have determined that Ms*** will be allowed back into the DrPH dissertation optionIt is still being determined as to when this option will be offered as it may be far enough along into the Spring term to enroll her in this option and have her be successfulAdditionally; due to the confusion surrounding this issue, the university will be offering Ms*** a future tuition credit equal to the full amount of her tuition for the upcoming Summer termMs*** will want to contact financial aid at her earliest convenience to determine how this credit may impact her financial aid We apologize for any confusion this situation may have caused Ms***We encourage her to continue working with her instructors and academic advising to determine what action is needed moving forward to successfully complete her programFeel free to reach out with any additional questions or concerns Regards, Joe *** Senior Learner Affairs Associate Academic Affairs Direct Line: 612.977.*** Toll Free: 1.888.CAPELLA (###-###-####) ext*** Fax: ###-###-#### E-mail: Joseph.***@capella.edu Capella University Capella Tower *** *** *** *** *** *** Minneapolis, MN www.capella.edu