Center for Excellence in Higher Education Inc.

We are sorry to hear of Mr***’s frustrationsThis response will address Mr***’s complaints in the order they appearFirst, Mr*** states that he was never given an outline of classesOn page of Mr***’s signed Enrollment Agreement, he initialed the following paragraph, “I have
received a copy of: The Disclosures and Conditions of Enrollment; the program outline (catalog); the school rules (catalog); this agreement and an electronic copy of the University catalogI agree to read these documents and be found by them.” The school catalog includes a course outline of every program offered and all students are provided with a copy of the school catalog before starting classes
Mr*** indicates that his courses from Grand Rapids Community College were not acceptedThis statement is inaccurate, the University accepted two of Mr***’s courses from Grand Rapids Community CollegeRegarding any additional courses being accepted and Mr***’s classes from the Department of Licensing and Regulatory Affairs, the school catalog includes transfer credit information under the heading, “Transfer of Credit for Undergraduate Programs.” As previously stated, Mr*** was provided with a copy of the school’s catalogIf Mr*** believes one of his completed courses should have qualified for transfer, we will need specific detail regarding that so it can be addressed specifically
Mr*** states that the University’s research database is compiled of outdated material; this is also inaccurateThe University utilizes CINAHL and ProQuest databases which provide full text access to current publicationsThe library page is kept up-to-date by the head Librarian with relevant training and instructional videosLinks to additional resources for each program are added and maintainedThe Business programs include resources and general education includes resourcesThe library provides access points to research databases and journals of Google Scholar, Microsoft Academic Search, Cite SeerX, Highwire, Open Journals Directory, BioMed Central, Free Medical Journals, and Medline PlusThe University also receives feedback from advisory committees on the content placed in the library (including the research database) Additionally, the materials within the learning resource system are monitored by the University’s accrediting body, ACCSC, to ensure they “…are appropriate to the courses of study in sufficient quantity and scope to meet the educational objectives for each program and include such elements as: relevant and current texts and periodicals; research journals and databases…” (ACCSC Standards of Accreditation, July 1, 2014, Section II, A.6.a) The ACCSC Standards also require the University to integrate the use of the learning resource system materials into the school’s curriculum
In regard to the University’s communication system, the University utilizes a help center titled “IU Help Line”, which students are encouraged to use. The IU Help Line is staffed with personnel who are able to either answer the student’s question, or make sure that the problem or question gets to the correct person to answer, eliminating multiple transfersThe help center can be reached through a live chat, email, or a toll-free phone lineNew students receive a refrigerator magnet and smart phone cleaner that provide the contact information for this help lineAdditionally, the contact information is provided in each online classroom and in the academic resource center
The University also supplies a help center specific to technical issuesThis help center is titled, “IU IT Help Line”; qualified personnel are available to assist students with technical problems accessing/using the learning management system or submitting courseworkStudents are able to contact the help line through a live chat, email, or toll-free phone lineThis information is also included on the refrigerator magnets and cell phone cleaners provided to new students and in the online classroom and academic resource center.
The activity records on Mr***’s account indicate that he had ongoing communication with University staff and several of those instances were voice to voice over the phone
The University does offer career placement servicesInformation about these services can be found on Mr***’s signed Enrollment Agreement and in the school catalogOn page of Mr***’s signed Enrollment Agreement, he also initialed the following paragraph, “After successful completion of the program and payment in full, I will be eligible for the University’s career services assistanceI understand the University does not guarantee employment nor represent how much salary I will earn.” The school catalog describes these services under the heading “Career Services”The first sentence of this section states, “Graduates of the college are entitled to the assistance of the Career Services Office at no additional charge throughout their careers.” The University’s Career Services team also provides job search assistance to active students as they are ableThese services are available to all students, regardless of the physical location of the student or the desired location of employmentWe apologize if there was a miscommunication between Mr*** and the Career Services team, but the assistance that is provided to the University’s students is not limited to job openings in the state of Utah
Lastly, Mr*** states that he was told the University bills at $per credit hourPage of Mr***’s signed Enrollment Agreements lists the tuition cost for the program he enrolled in, page lists the University’s refund policy, and page includes the following paragraph that Mr*** initialed, “I am applying for admission to the above named programIf accepted I understand that I will be found by this Agreement, the Disclosures and Conditions of Enrollment (including the Additional Terms), and that these are the complete and full agreement and that no oral promises or inducements have been made to me.” The program tuition costs can also be found in the catalog under the heading, “Tuition and Fees” and the refund policy can be found under the heading, “Refund Policy.” Tuition refunds are calculated based on the percentage of the term the student has attendedRefund calculations are done using two methods, the state refund policy and the Department of Education’s Return of Title IV Funds policy
The University’s Business Officer and the Central Financial Aid office have confirmed that Mr***’s charges are accurate and according to the tuition charges and refund policy agreed upon by the University and Mr*** in his Enrollment Agreement
We are sorry to hear that Mr*** felt he had a negative experience at Independence University, but the University followed all of the agreed upon terms as outlined in the executed Enrollment Agreement

As stated in our original response, upon enrollment, MrC*** was provided with the University’s tuition rates and refund policy and signed his Enrollment Agreement agreeing to these termsMrC*** was only charged tuition for the time that he attended the University; he is not being charged for schooling he is “no longer taking.” If MrC*** believes his charges are inaccurate or his refund calculation is inaccurate, the University will need specific information on where he believes there is an errorRegarding MrC***’s statement about making a payment in August, to date, he has not made any payments toward his GAP loan with the UniversityIf MrC*** would like to speak to a University representative to review his repayment options, the University would be happy to assist himA representative can be reached at: ***
MrC*** states that he was disabled while taking classes and was not able to fulfill the class requirements due to a chronic back conditionMrC*** successfully completed all of the courses he attempted and earned a passing grade
The University provides reasonable accommodations for students with a disabilityStudents are responsible to request an accommodation and provide the appropriate documentationFull information about Disability Services through the school can be found in the school catalog under the heading “Disability Services”MrC*** contacted the University on 5/28/regarding an accommodationMrC*** was then provided with the instructions on what was needed to process his accommodationMrC*** returned his accommodation form on 6/12/2015, however, it was missing required information as well as the corresponding required medical documentation verifying his disabilityAn updated accommodation form and the required medical documentation were never received by the University
Lastly, regarding MrC***’s transcript release, it is the policy of the University to place transcripts in a hold status when an inactive student is behind on payments to the schoolAs stated above, the University has not received any payments from MrC*** toward his GAP loanThe University is willing to work with MrC*** on a payment plan and a payment agreement in which his transcripts could be released after a history of payments has been demonstrated

Complaint: ***
I am rejecting this response because:When spoke with IT twice they viewed the re ordings as well as viewing them in my sgared screens as wellCiuld not see itWas told it was nothing they could do on their endThat it was in the instructors end for their recording settingsI had other studentstry to view from their pc, still couldnt see itFirst day of class was Jan 11th and again on the 14th in the eveningSo contacted IT on 15th, which was 15thContacted IT again the following week after was told instructor changed some settings, after attending class nothing was differentAgain on 3rd week same thingWas told by Dean of Graphic Arts could attend the other instructors lectures but stay in current instructors class and turn in work to current instructorWas told they would have other instructor contact me with his schedule for lectures, that was never doneEmailed the Dean to let her know the other instructor never contacted me, I got no response back from the Dean.So as far as the school saying my complaint was inaccurate, they are wrong So since thw other I structor never contacted me, I had no choice but to attend current instructor again, still with same probNow we are in last week on class, I'm just winging it on my own This has been the worse experience have ever had in trying to attend classThe recorded class is no different than the live lecturesTried from different pc's and different locationsEven tried with the school supplied laptopTried at public library, have tried in different places still cant see it. I can see the powerpoint portion of the lectures just fineJust cant seebwhen she is working in photoshop what buttons she is clickingBeen a total mess all this modI have contacted othr schools in consideration to switch schools but dont want to have to go that route if no need to.Totally disappointed in this school
Sincerely,
*** ***

We are sorry to hear that MrC*** has had some negative experiences with the UniversityRegarding MrC***’s comment about the University’s tuition rates, the total program cost for each student is listed on their Enrollment AgreementThe Enrollment Agreement for MrC*** includes the
total program cost found on page and the refund policy found on page MrC*** signed and initialed his Enrollment Agreement on 12/15/agreeing to all terms within the agreement, including the cost of the programAll students receive a copy of their completed Enrollment Agreement prior to the first day of classThe University is happy to provide MrC*** with another copy of his Enrollment Agreement if neededThe tuition rates for every program at the University, as well as the refund policy, can also be found within the school catalogMrC*** also received a copy of the catalog prior to enrollmentThe school catalog is also available online at: www.independence.edu/catalog
In response to MrC***’s comments about “harassing” phone calls for payment and his credit report, MrC*** completed and signed a Loan Application and Loan Promissory Note on 12/14/This loan application was for a GAP loan through the UniversityThe University did not pull MrC***’s credit for this particular loan, so it would not have affected his credit reportThe University would need more details from MrC*** regarding his concerns with his credit report in order to address that any furtherThe loan documents referenced above, detail to the borrower the loan amount, interest rate, estimated total finance charges, and repayment termsBy signing these documents, MrC*** agreed, among other things, “to pay to the order of the lender all loan amounts disbursed under the terms of this PROMISSORY NOTE, plus interest and other charges and fees that may become due as provided in this PROMISSORY NOTE.”
While actively attending school at the University, students are provided a low monthly payment on their GAP loanOnce MrC*** was no longer an active student at the University, his GAP loan payments increased to the amount outlined in his loan applicationThe University has charged MrC***’s tuition according to the terms in his signed enrollment agreementTo date, MrC*** has not made any payments toward his GAP loan with the UniversityThe contact the University has made/attempted to make with MrC*** is following the same process that is used for all students who currently have a balance and payment due to their GAP loanThe University’s AR Management department maintains a contact history with all former studentsThe contact and attempted contacts to MrC*** are in no way harassing

We are sorry to hear of Mr***’s frustration in getting his name removed from the University’s mailing listAs requested, confirmation has been sent to Mr*** in writing that his name has been added to the do not mail listThe following email was sent to Mr*** this morning at the
email address he provided (***@hotmail.com):
“Good morning Mr***,
I am in receipt of your complaint to the Revdex.com re: Independence University (#***)I have been in contact with the corporate VP of Marketing and Advertising as well as the Marketing Manager for Direct MailI have been informed by the Marketing Manager for Direct Mail that your name has been placed on the do not mail list
If you do receive any future direct mail pieces from Independence University, please do not hesitate to contact me so that I can address the issue
Sincerely,
Anne M***|Compliance Coordinator”

Complaint: ***
I am rejecting this response because: there is no way I am paying for 17,for a degree that I am no longer takingHowever, I do want to point out that I did receive a call back in July and told them that I was going to try to make a payment in augustStill they continue to call and leave emails about a paymentI do understand that as a student I do have certain rightsThis university will not be a choice for others to attend tooI know that I have signed a promissory noteI will gladly work with the university about any future payments but not the full 17,The first six months I have been disabled while taking classes and was not able to fulfill the class requirements due to a chronic back condition. Also I am requesting to have my transcripts forward to my new university of choiceThe reason for my rejection is I do not see paying for more then a grand on my tuitionI will say this, in the future cut down the phone calls to future prospectsThat many phone calls could drive new students awayI will not hold a grudge and will accept any reasonable loan resolutionsI do want to pay my bill over time but will need to have a reasonable solutionsJust like a light bill, college loans will show how you are as a paying personOnce again, the teachers and my associate dean have done their jobIts just I don't agree with the business practices of Independent university
Sincerely,
Aaron C***

The information provided to Mr*** from MrH*** is correct; the University does provide an Educational Plan to assist students in paying for their tuition costsInformation about the Educational Plan can be found in the school catalog
At this time, the University has ESTIMATED that Mr*** MAY have a remaining balance at the end of his program that will not be covered through Federal Financial Aid or grantsIf at the time of Mr***’s program completion, it is determined that there is a remaining balance, the Educational Plan ARM loan will be offered to Mr*** as a payment option to cover that remaining balance
As stated in the previous response, there has not been a promissory note or installment contract created in Mr***’s name for this projected balance
As indicated previously, upon graduation, each student is provided with Exit Counseling by the University, during which, any remaining tuition balance is reviewed and discussedWe strongly encourage Mr*** to contact a representative from the University’s Business Office if he would like to review and discuss his account prior to his Exit Counseling

The University is in receipt of this notice regarding complaint #***The initial complaint was not receivedThe University will review this complaint and provide a response

We are sorry to hear of Ms. [redacted]’s frustration. Ms. [redacted]’s complaint includes the following language, “The school was accredited…” We would first like to clarify that the University was and is still an accredited institution. Information about the University’s accreditation can be found in the...

school catalog, on the University’s website (http://www.independence.edu/about-us/accreditation) and on the accreditor’s website, under Directory (www.accsc.org).
Regarding Ms. [redacted]’s request for a break from her program, the information provided to her is accurate. For any student needing time away from their program (a break), the University requires the student to withdraw and apply for re-admission at such time that the student is ready to attend classes again.
Ms. [redacted] states in her complaint, “I reached out to someone asking what my options were, I think I emailed someone 2-3 times and no one ever responded. They eventually dropped me from classes on 1/21/16.” The last communication the University received from Ms. [redacted] prior to her drop was regarding a request to turn in course work past the deadline. The message from Ms. [redacted] was sent 1/21/2016 to one of her instructors, the instructor responded 1/22/2016; Ms. [redacted] sent a response that same date to say “Thank you!”
The University’s attendance policy is outlined in the school catalog and states the following, “If a student does not post any attendance for 14 consecutive days, he/she will be dropped from school.” This information is stated again under online attendance requirements; “Students who do not post any attendance for 14 consecutive days will be dropped from school.” Ms. [redacted]’s last date of attendance at the University is 1/21/2016, the University dropped Ms. [redacted] on 2/4/2016 due to lack of attendance for 14 consecutive days.
The University contacted Ms. [redacted] on several occasions to try to provide assistance and a warning that she was at risk of being dropped due to non-attendance. The contact attempts by the University include:
·         1/29/2016: Email sent, Day 7 on non-attendance. Email included the following, “Please remember that it is our policy that when you reach 14 consecutive days without participation you are dropped from school for non-attendance.” The Email also included the Academic Advisor’s office phone number and the IU Help line phone number and email address.
·         2/1/2016: Email sent, Day 10 of non-attendance. Email included the following, “Please call ASAP to discuss…it is easier for us to help you if you communicate your concerns or struggles.” The Student Support line phone number and email address was provided along with the Academic Advisor’s office phone number and IU Help line phone number and email address.
·         2/2/2016: Voice Message left and Email sent, Day 11 of non-attendance
·         2/3/2016: Voice Message left and Email sent, Day 12 of non-attendance
·         2/4/2016: Voice Message left and Email sent, Day 13 of non-attendance
Ms. [redacted]’s complaint references the amount of tuition she was charged. The tuition amount for each program is published in the school catalog. The tuition amount for Ms. [redacted]’s program is also listed on her signed Enrollment Agreement. Ms. [redacted]’s signed an Enrollment Agreement on 6/1/2015 and later decided to transfer programs and signed a second Enrollment Agreement on 7/9/2015.
The University’s Refund Policy can be found in the school catalog and is outlined on page 3 of Ms. [redacted]’s signed Enrollment Agreement. Ms. [redacted]’s account was charged according to the tuition and refund policy outlined in her signed Enrollment Agreement and published in the school catalog.
Regarding transfer of credits from the University, the school catalog and enrollment agreement specifically address this. The catalog includes the following language in bold font, “…the acceptance of credits is at the sole discretion of the accepting college and our Institution makes no representation whatsoever concerning the transferability of any college credits to any other institution. Our Institution’s credits generally are not transferable to other colleges…”
On page 2 of Ms. [redacted]’s signed enrollment agreement, she initialed the paragraph containing the following language, “The University makes no representation whatsoever regarding transferring credits to any other college or university. You should assume credits are not transferrable unless you have written approval from another school.”
In regard to Ms. [redacted]’s transcripts, the school catalog informs students that transcripts will not be released for students with a financial hold on their account. Ms. [redacted]’s account indicates that the hold was resolved and official transcripts were mailed on 3/4/2016 to two separate institutions.
If Ms. [redacted] would like to continue her education with the University to complete her degree, the University would be happy to assist her with applying for re-entry.

We are sorry to hear of Ms. [redacted]’s frustration with the billing statements received related to her loan with the University.
Ms. [redacted] is correct that in May 2013, her loan was at a zero balance. During the time of Ms. [redacted]’s enrollment, tuition charges were applied to the student’s account every 4 months over the 22 month program. The final tuition charge was applied to Ms. [redacted]’s account at the end of August 2013. Ms. [redacted] had transferred 6 credits into the program, allowing her to complete the program earlier than the normal timeframe; this caused the final tuition charge to be placed on her account after her graduation from the program.
An error did occur where Ms. [redacted]’s account erroneously indicated a zero balance. This error was corrected on November 11, 2015 to accurately reflect the remaining tuition amount owed. Due to the miscommunication with Ms. [redacted] regarding her final tuition charge and the error on the University’s part on posting and billing the amount owed, the Executive Director of the University has approved to remove the remaining charges owed to the University on Ms. [redacted]’s account to bring it to a zero balance. This balance reflects that owed the University only, and is not associated with any loans the student may have through Federal Financial Aid.
We apologize to Ms. [redacted] for the error and appreciate the opportunity to correct it.

Ms. Y[redacted] enrolled with Independence University for the module beginning April 20, 2015. Ms. Y[redacted] elected to apply for Federal Financial Aid. Students who elect to utilize Federal Financial Aid funds are required to complete specific documentation which will allow the institution to receive...

federal loan money. The Department of Education randomly selects student files each module to audit for verification.  Independence University has no control over this audit process and the school is not allowed to keep relevant financial information in anticipation of this audit. The verification process requires additional documentation to be obtained from the student. Ms. Y[redacted]’s file was one that was selected for verification. During her verification period, the IRS website normally utilized to obtain the documentation needed was unavailable; the website stated, “The online Get Transcript service is currently unavailable. Transcripts may still be ordered using the Get Transcript by Mail service. We apologize for any inconvenience.”  Because of this, the documentation required for Ms. Y[redacted]’s verification could not be obtained in the timeline required. The University did cancel Ms. Y[redacted]’s enrollment so that the documentation required could be obtained and she would not incur tuition costs without a funding source to cover those costs.  
Regarding any charges on Ms. Y[redacted]’s account, the University has already updated her account to reverse all tuition charges. Upon enrollment, students are provided with a laptop for use while actively enrolled in school and is theirs to keep upon graduation. Ms. Y[redacted] states that she was told she “would not be charged for anything, including the computer.” As part of her enrollment paperwork, Ms. Y[redacted] signed a Laptop Computer Agreement on 4/15/2015. This agreement states, “I agree that, if I drop out, withdraw, quit, or stop attending courses, or I am dropped by the College, I will immediately return the laptop to the college in the same condition I received it…I understand that if I do not return the laptop within 30 days of the date of determination that I stopped attending courses, I will be charged the full cost of the laptop…” Once the University receives the laptop that was issued to Ms. Y[redacted], the laptop charge will also be reversed, leaving a zero balance remaining. The University is happy to work with Ms. Y[redacted] on re-entry into her program if she chooses to do so.

To ensure the University was looking at the appropriate student record, an email was sent to Mr. [redacted] to confirm his date of birth and the last four digits of his social security number. Mr. [redacted] responded with this information and the University confirmed his record.
The University sent Mr....

[redacted] a copy of the following documents:
1. Signed Enrollment Agreement from 6/30/2014 enrollment into the Business Management and Accounting, AAS program 2. Signed Enrollment Agreement from 4/20/2015 enrollment into the Business Management and Accounting, AAS program 3. Copy of your Driver’s license with the Date of Birth he confirmed 4. Copy of Social Security Card with the last four digits he confirmed 5. Education Loan documents, signed 4/14/2015 6. Loan Application, signed 4/14/2015 7. Loan Promissory Note, signed 4/14/2015 8. Disclosure Statement, signed 4/14/2015 9. Copy of check for his most recent payment to Independence University dated 11/14/2016. Check is from: [redacted] 10. Copy of loan ledger, including the history of payments made toward the loan 11. Unofficial transcript showing courses attempted and completed at the University As confirmed through the documents above, Mr. [redacted] did attend Independence University and did sign a Promissory Note for his loan through the University. Additionally, he has been making payments toward this loan. The University is charging Mr. [redacted] according to the terms of the loan as described on his signed Education Loan document, Loan Application, Loan Promissory Note, and Disclosure Statement. If Mr. [redacted] believes there is an error in any of his charges, we will need specific information to respond to that.

Revdex.com:
I greatly appreciate the Utah Revdex.com's assistance with this dispute.  I've never experienced a situation like this before; it's nice to know a third party is available to mediate.  I also appreciate IU's prompt response and resolution to this issue.
Sincerely,
[redacted]

We are sorry to hear that Ms. G[redacted] has had a frustrating experience with the Financial Planner staff members at the University. One of Ms. G[redacted]’s previous Financial Planners no longer works for the University, thus causing a change in assignments. Ms. G[redacted] has now been assigned to a specific...

Financial Planner. This planner has contacted Ms. G[redacted] to review her account with her to ensure it is up to date; he has also provided her with his direct contact information should she need to contact him in the future with any questions or account updates.
Regarding the timing of Ms. G[redacted]’s stipend checks, the first delay was due to an address change, which required the check to be cancelled and reissued to be sent to Ms. G[redacted]’s updated address. As for the turnaround time in general, the University follows the U.S. Department of Education’s guidelines for processing Federal Financial Aid. Once the information has been submitted to the Department, the turnaround time is out of the University’s control. To assist with Ms. G[redacted]’s current stipend check, a representative from the University’s Central Financial Aid office called and requested a rush be placed on the check.
Ms. G[redacted]’s assigned Financial Planner last spoke to her on Friday, August 14th and provided her with all of this information. As stated above, Ms. G[redacted] has the contact information for her assigned Financial Planner and can contact him directly with any questions or to request any updates to her account.

The Educational Plan provided by the University is a budget plan used to help students meet their educational expenses. The University does not require a credit check for students to qualify for this payment plan. Additionally, the University does not report the activity related to these payment...

plans to the three major credit bureaus for any students.
We appreciate Ms. [redacted]’s dedication to her payments to the University. If there is any additional information we can provide to Ms. [redacted] related to her account, we would be happy to assist her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am willing to wait for their proposed resolution to this complaint.Sincerely,[redacted]

Re: Complaint #[redacted]
We are sorry to hear of Ms. [redacted]’s frustration in getting her name removed from the University’s mailing list. As requested, Ms. [redacted]’s name has been added to the do not mail list. Additionally, her email address has been added to the do not contact list and her...

phone number has been added to the permanent do not call file.
The Campus Director of Independence University attempted to contact Ms. [redacted] on August 29, 2016 to confirm these updates. The Campus Director’s call was forwarded to voice mail; he left Ms. [redacted] a detailed voice message regarding this issue and provided her with his direct phone line should she need to contact him with any future questions or issues.

We are sorry to hear of Ms. [redacted]’s frustration with the video content of her current course. The University’s response will follow the order of Ms. [redacted]’s complaint.
Ms. [redacted] indicates that the University’s IT representative(s) communicated having the same trouble as Ms. [redacted] in viewing the...

recordings. This is inaccurate. On January 15, 2016, Ms. [redacted] contacted the University’s IT Help Desk. The IT representative viewed the recording and did not find any issues with the recording.
On January 15, 2016, Ms. [redacted] also contacted the instructor of the course and communicates she is having trouble seeing the recording. The instructor pulled up the recording on two different computer screens and viewed the recordings; the recording appeared fine for the instructor on both screens.
Ms. [redacted] indicates that “nothing was done.” This is inaccurate; as stated above, the IT department, as well as the instructor of the course tested the recordings to look for any issues.
On January 20, 2016, Ms. [redacted] informs the instructor during a live lecture that the screen is too blurry to see. Of the 5 other students attending, one indicated it was slightly blurry and the other 4 indicated there were no problems in viewing the screen. The instructor tried several different screen resolutions and viewing image sizes. Ultimately, the majority of the students were not having any viewing issues, so the instructor moved on in the lecture and followed up on the issue after the lecture. In viewing the recording after the lecture, the instructor did find the screen to be blurry due to the modifications to screen resolution made during the lecture. The instructor sent a link to the lecture via dropbox to Ms. [redacted] to see if that would work better for her.
On January 21, 2016, one of the Associate Deans viewed the recording and determined it was not blurry and sent it to another Associate Dean to view. On January 24, 2016, the recording was viewed by another Associate Dean who also determined it was not blurry.
Ms. [redacted] then contacted Associate Dean, Mr. G[redacted], to talk about the viewing issues. Mr. G[redacted] responded to Ms. [redacted] and informed her that the recording viewed fine for him. He suggested Ms. [redacted] try opening the link in another browser. He also requested a screen shot so he could view how the recording looked on her end. Mr. G[redacted] then contacted the IT department on behalf of Ms. [redacted]. The following day, the IT department attempted to contact Ms. [redacted], but did not reach her and left her a voice message.
On January 16, 2016, Ms. [redacted] had communicated to the Registrar’s department that she was having trouble viewing the video for her course. Based on that communication, Ms. [redacted] was moved to a different section of the course. One of the Associate Deans, Ms. K[redacted], contacted Ms. [redacted] on January 26 to describe the logistics involved in moving sections. Because this move would require Ms. [redacted] to resubmit the assignments and work already completed, she agreed to remain in the original section of the course. During this conversation, Ms. [redacted] and Ms. K[redacted] agreed to:
1.      Have Ms. [redacted] remain in the original section of the course.
2.      Coordinate to have Ms. [redacted] view the live lectures from another section of the course.
3.      The Associate Dean will remain in contact with Ms. [redacted] to ensure there are no future viewing issues.
4.      The Associate Dean will remain in contact with Ms. [redacted]’s instructors to ensure additional time is provided if needed due to any lecture viewing issues.
In Ms. K[redacted]’s conversation with Ms. [redacted], she reminded her of the Multi-session Labs offered by the University to students. She also reminded Ms. [redacted] of the resources offered by the University available through the Student Success Center.
As stated above, Ms. K[redacted] will work with Ms. [redacted]’s instructors to ensure she has sufficient time in her course is viewing issues create a delay.
Since the time of this complaint, the University believes Ms. K[redacted] has been able to assist Ms. [redacted] and address all of her concerns. If any concerns remain, the University is happy to work with Ms. [redacted] to find additional resolutions.

We are sorry to hear of Ms. [redacted]’ frustrating experience in getting her account corrected. The University’s Business Office Manager has reviewed this account and corrected the laptop charge. Ms. [redacted]’ account now accurately reflects a zero balance with the University.

Revdex.com:
I am only going to accept to the terms because this is gonna go on like a broken record. This university is not going to be recommended by my for several reasons im not gonna put on here. I can tell you that since I am not working I have limited ablity of paying. So get that through your heads. I will pay as I can and will call someone who will listen and not just automatically think that I have money. I do have rights as a consumer and student and your policies and business practices suck. I have never heard of a business holding up a students progress due to non payment. this is all im saying for now and I will not accept continuing calls on my cell phone. Thank you
Sincerely,
Aaron C[redacted]