Devry Education Group, Inc

Staff made an error in transferring student course correctlyUpon identification of error, student was informed that transfer could not be processed due to time limitations which were directly caused by the institutionStudent billed a percentage of tuition for withdrawing from the courseThere was no alternative resolution for the issue, according to the institution

Initial Business Response /* (1000, 8, 2014/08/14) */
August 14,
Re:***
Revdex.com Case#***
Please consider this DeVry Education Group's ("DVG") response to your letter on July 22, regarding the concerns of DeVry University
("DeVry") student, Ronald***DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DVG organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr.*** concerns
DVG understands Mr.*** concerns to be:
He withdrew from his last class before the start of the session and was told that he would not be charged, but has now been told he attended until week six of the course
DeVry withdrew money from his GI Bill without his permission
He believes his student account is incorrect
DVG understands Mr.*** requested resolution to be:
To have his $debt from tuition assistance, $to the VA, and $to DeVry be cleared
Set forth below is an explanation of the findings based on our understanding of Mr.*** allegations and requested resolution
ISeptember Withdrawal
DeVry records indicate that Mr.*** called online student services to enroll in the September and November sessionsHe was enrolled in ENGLfor the September session and ENGLfor the November sessionOn October 21, 2013, Mr.*** was notified by email of a pending attendance dismissal for seven consecutive calendar days of non-attendance in ENGL(Exhibit A)
Mr.*** called online student services on October 22, 2013, however, he did not discuss the non-attendance in ENGL matter; rather he requested to be dropped from ENGLin the next session (November 2013), which was set to begin on October 28, He was advised by online student services not to login to ENGLas it would indicate that he participated in the course and therefore could be charged for the courseDuring the call Mr.*** stated he did not want to speak to the student finance departmentThe request to drop ENGLwas completed on October 23, and he was not charged for the course
On October 25, 2013, Mr.*** was notified by email that he was being withdrawn from ENGL(as notified by email on October 21st) due to non-attendance for consecutive calendar days (Exhibit B)Mr.*** was withdrawn from ENGLand his last date of attendance was October 10, 2013, which was week six of the session (Exhibit C)Because of being withdrawn from the session, DeVry was required to return $in Pell Grant funds back to his lenderAdditionally, $was required to be sent back to the VA and as outlined in Mr.*** Certificate of Eligibility he is personally responsible for all debts resulting from reductions or terminations of his enrollmentAfter the adjustments were made on his student account as a result of the withdrawal from course ENGL 112, a balance of $currently remains on Mr.*** student accountThis balance is accurate
IIGI Bill
According to the Certificate of Eligibility letter Mr.*** submitted to DeVry in August 2012, he was entitled to receive 50% of his Chapter VA benefits payable under the Post-9/GI BillIn addition to his Chapter benefits, he received tuition assistance from the Army National Guard during his enrollment at DeVry
DeVry records indicate that on September 10, 2012, Mr.*** contacted the student finance department by phone and requested to not use his Chapter benefits for the July and September sessionsOn September 12, 2012, he again contacted the student finance department this time stating that he preferred to use his tuition assistance as well as his Chapter benefitsHowever; he was concerned that his Chapter benefits would be used toward his student account balance before the tuition assistance posted to his student account, which would cause an increase in the amount of Chapter funds receivedMr.*** tuition assistance is considered Tuition Restricted Aid, whereby the VA requires DeVry to deduct the tuition assistance from the tuition and fees that DeVry reports to the VA and ensures that Mr.*** receives the Chapter benefits that he is entitled to for the sessionDeVry has no other record of Mr.*** requesting not to use his Chapter benefits
IIIStudent Account
Because Mr.*** used both tuition assistance and Chapter benefits to pay for tuition, there were several adjustments made on his student account during his enrollmentThe amount of Chapter benefit for which Mr.*** was eligible to use, per enrollment period, was calculated in the following manner:
(Tuition and fees minus TA payment multiplied by .50)
DeVry was required by the VA to submit the gross tuition and fee amount with Mr.*** initial course certifications to the VA before his tuition assistance was confirmed for each sessionDuring his enrollment, the tuition assistance payments were received after his VA certification had been submitted and Chapter payments had already been received, causing an overpayment of Chapter funds from the VA
As a result, DeVry had to update the enrollment certification to reflect receipt of tuition assistance funds and then the VA had to recalculate the payment for tuition/feesThe VA paid Chapter benefits based on Mr.*** total tuition and fees instead of the total tuition and fees minus Mr.*** tuition assistance paymentPer federal regulations, DeVry was required to refund the VA for the overpayments of Chapter tuition and fee benefits paid to DeVry regarding Mr.*** student account
The adjustments to Mr.*** student account were correct and were made in order to ensure compliance with the VA requirements to deduct tuition assistance from a student's tuition and fees that are reported to the VA
IVSummary
Based on the above, Mr.*** did attend class through week six of the September session before being administratively withdrawn due to attendance violations and currently has a balance of $on his student account due to this withdrawalRecords indicate that Mr.*** communicated to DeVry staff that he requested to receive his Chapter benefits, along with tuition assistance from the Army National GuardAll adjustments made to Mr.*** student account were completed in order to ensure compliance on his student account
We trust this letter satisfactorily addresses Mr.*** concerns
Best Regards,
***
Senior Associate, Office of Ombudsman

Initial Business Response /* (1000, 5, 2014/06/20) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
See attached
Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
An employee of devry broke the law by giving specific investment advice and this happened on their property during a class from their universityThey are trying to act like they are not responsible for what their professors teach in the classroom
Devry student success advisors know the va rules but don't wanna be honest because they just want you to enroll in classes*** knowingly had me sign up for classes I did not need and that she knew would cause me not to get housing allowance
Final Business Response /* (4000, 9, 2014/07/02) */
see attached
Final Consumer Response /* (4200, 11, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Professor*** gave specific investment advice which is illegal and*** admitted to giving this adviceDevry said their punishments for him is confidential but that does nothing to make my situation whole and recover my losses
*** receives training on what classes will be covered under post 9/gi bill and she knowingly signed me up for classes knowing I would not get housing allowanceThe school sends the certifications to the va so the school is trained on what counts and what does not
My next step will be to file a formal written complaint with with the department of education, Indiana department of education, and department of veterans affairs

Initial Business Response /* (1000, 8, 2014/05/09) */
May 9,
***
Re: Derrick ***,***
Dear Revdex.com,
Please consider this DeVry Education Group's ("DVG") response to Mr.*** letter to
the Revdex.com dated April 16, regarding his concerns about DeVry University ("DeVry")DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints in the DVG organizationThus, upon receipt of your request, DVG's Office of Ombudsman was engaged to investigate your concerns
DVG understands the student's concern to be as follows:
His Presidential Scholarship was incorrectly omitted from his student account causing a debt to the Department of Veteran Affairs ("VA")
DVG understands the student's requested resolution to be:
For DeVry to apply the scholarship to his student account so that he does not owe DeVry
Set forth below is an explanation of our findings based on our understanding of Mr.*** concerns and requested resolution
IStudent Account
DeVry records show that Mr*** has been a DeVry student since April On July 8, 2013, Mr.*** student account was charged $3,for tuition as a result of being enrolled in two courses during the July session - MATHand COMP
Mr*** is eligible to receive tuition assistance from the Department of Veteran Affairs ("VA")However, according to VA regulations, online remedial courses are not eligible for tuition assistanceMr*** enrolled in Mathonline, and the VA considers Mathto be a remedial courseThus Mr.*** Mathcourse was not eligible for payment from the VAHowever, Mr.*** COMPcourse was eligible for VA tuition assistanceMathis a four hour course and COMPis a two hour courseThus the amount of tuition assistance Mr*** was eligible for was 2/of the amount of his tuition cost (two out of six of his hours of enrollment)This amount was a total of $1,(2/of $3,654)Once DeVry determines the appropriate amount of tuition based on the student's VA eligibility, it sends an invoice of that amount to the VA for paymentThis process is called a certification of benefitsMr*** was certified to the VA for $1,in tuition assistance benefits on July 12,
According to DeVry policy, student finance awards are typically disbursed no later than the end of week three of the session to which the aid appliesOn July 22, (during week three of the July session), Mr*** received the Presidential scholarship in the amount of $1,This amount was applied to his student account (Exhibit A)If a student receives a scholarship after he has been certified for VA benefits, then the student's certification has to be reduced by the amount of that scholarshipMr.*** scholarship award did not disburse until after DeVry had already certified Mr*** for $1,in VA benefitsThus according to VA regulations, the amount that the VA owed DeVry had to be decreased by 2/of the amount of the Presidential scholarship ($1,827) because Mr*** was eligible for a 2/tuition benefitThis resulted in a debt of $(2/of $1,827) that DeVry owed the VA
DeVry received the debt letter from the VA demonstrating what DeVry owed the VA on August 30, (Exhibit B)DeVry paid the VA the $owed on September 12, (Exhibit A)DeVry received confirmation that the VA received the payment of $on October 11, (Exhibit C)However, the $paid to the VA did not create a debt on the student's accountAs of October 1, 2013, and after the $was paid to the VA, Mr.*** financial awards still exceeded his tuition and fees charges, which resulted in a credit balance on his student account of $In accordance with federal regulation, credit balances are issued to students in the form of a refundThus Mr*** received a refund of $on October 2, and did not owe a balance for the July session as a result of DeVry's debt payment to the VA
IISummary
During the July session, Mr*** received a DeVry Presidential scholarship after he had already been certified for benefits to the VAThis created a debt of $in tuition assistance benefits that DeVry owed the VADeVry paid the debt to the VA; however, the payment did not create a debt to the studentThus, the student does not have a balance that is owed for the July session
This written response represent that your concerns have reached the highest level of escalation within DeVry Education GroupYour concerns, as addressed, have been investigated communicated, and are now considered closed
We trust this letter satisfactorily addresses your concerns
Sincerely,
***
Senior Associate, Office of Ombudsman
***

I have been a student with Devry for nearly a year nowIt has been nothing but a huge headacheJust the last two months alone have been terribleI had taken a break from school and was trying to restartI talked to different people regarding my financial aid and each one had a different answer for meI was so beyond frustratedI have a homework assignment due where I am required to speak with an advisor and I have yet to talk to anyone! Every single time they have told me they will call back and I set up an appointment no one has called meEven when I try to call them at that time I just get put on an additional holdOverall, going to school online is hard enoughLet alone when the staff is unresponsiveI am truly disappointed and feel as though I'm wasting money with my attendance

Initial Business Response /* (1000, 5, 2014/06/18) */
June 18,
***
***
Re: ***, ***
Dear Revdex.com,
Please consider this DeVry Education Group's ("DVG") response to Mr*** letter to the
Revdex.com dated June 5, regarding his concerns about DeVry University ("DeVry")DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints in the DVG organizationThus, upon receipt of your request, DVG's Office of Ombudsman was engaged to investigate your concerns
DVG understands the student's concern to be as follows:
He did not receive the service level he expected when he contacted DeVry to process his loan
His private loan has not yet posted to his student account, and thus his refund has been delayed
DVG understands the student's requested resolution to be:
For DeVry to apply his private loan to his student account so that he may receive his refund
Set forth below is an explanation of our findings based on our understanding of Mr*** concerns and requested resolution
IStudent Service
According to DeVry records, Mr.*** initially contacted a student finance consultant on April 30, to notify them of his loan approvalThe packaging and certification process takes seven business days for DeVry to executeHowever, Mr*** loan was not packaged until *** 22, due to a processing delay on the part of DeVryDeVry sincerely apologizes for the delay in the processing of Mr*** student loan
DeVry took remedial steps to address this customer service concernIn doing so, DeVry's obligation was two-fold: one to respond accordingly to you and the other to address the situation with its employee(s)As a private employer, DeVry is obligated to ensure that the appropriate steps have been taken to remedy any behavior that DeVry is not satisfied withHowever, we cannot share the confidential details of any discipline or employment actions taken regarding our employees
IIProcessing of Private Loan
On *** 22, 2014, DeVry packaged Mr*** loan and provided certification to Mr*** lender (*** ***)Once a student's loan has been certified to the student's lender, DeVry must wait until the funds are issued to DeVry by the lender before they can be posted to a student's accountThe terms and conditions of Mr*** loan govern the timing of *** ***'s disbursement to DeVry*** ***, not DeVry, controls the timing of the disbursement of a student's loanWithin its terms and conditions, *** *** provides students the right to cancel any private loan within days from the date the loan was certified, and Sallie *** is not required to disburse funds to DeVry before the right to cancel has expiredBecause DeVry processed Mr*** certification on May 22, 2014, per policy, *** *** has until June 22, to disburse the funds to DeVryDeVry received Mr*** loan disbursement from Sallie Mae on June 13, (Exhibit A)On June 18, 2014, Mr.*** was issued a refund via direct deposit in the amount of $10,
IIISummary
Based on the above, there was a service delay in the packaging and certification of Mr*** loanDeVry corrected the error and certified Mr*** loan on *** 22, DeVry must follow federal regulations and wait until Sallie Mae disburses the funds to Mr*** student account before a refund may be issuedSallie Mae, not DeVry, controls when the funds are disbursed
DeVry received Mr*** loan disbursement on June 13, On June 18, 2014, Mr.*** was issued a refund via direct deposit in the amount of $10,If Mr.*** has not received his refund by June 23, he can contact *** at the DeVry Pomona campus at***
This written response represent that your concerns have reached the highest level of escalation within DeVry Education GroupYour concerns, as addressed, have been investigated communicated, and are now considered closed
We trust this letter satisfactorily addresses your concerns
Sincerely,
***
Senior Associate, Office of Ombudsman
***

Beyond expensive for the service and education you receive at this University
I am a DeVry graduate and I am not in 80k in debt with just a bachelor's degreeThe Student Central department has people working in there called "success coaches" or "career advisors" or "finance advisors" who do not coach or advise in any manor - not to mention care for your successWhen you schedule an appointment, they will meet with you and try to get you out of his or her office or cubicle as soon as possible as if they have something in an emergency to take care of
I have been in multiple situations where the coaches advise me one thing and something else not in my favor happensFor example: One coach advised me to drop from my class and guaranteed it to me that I will get my money back and sure enough, I received a W which is equivalent to an F and I was not reimbursed, rather had to pay for the class over again

When I first started Devry I talked to Dominique *** who was my advisor We went over the costs of getting Enrolled in school, how much financial aid would cover going to school at Devry, and how much would come back to me for other bills It was understood and clearly said that taking out loans would be a must, and she helped me with different places I could get loansShe also helped inform me which kinds of loans there were, which was very helpful Before I started my first session, my orientation would not work I called the help desk, and technical support tried to trouble shoot without success At some point my phone number was given to someone higher up so they could assist me (I think it was a counselor or academic advisor) It took a week or two into my first session for her to get in touch with me When we talked, she sincerely tried to help me understand what orientation explained However, by that time I had already figured out the essential layout of the websiteI was familiar with how to turn in homework, how to email teachers, how to get in contact with them, how to tell what homework was, and where to post itI figured it out all through trial and error which indeed put me off to a bad start and caused a lot of stress I was very determined to come back from it and at the very least, pass the classMy two classes at the time were Reading & Writing and Critical thinking which were both classes I was familiar withMy grade suffered because there were a lot of things I didn't realize I was doing wrong until near the end of my first session I did my best to convey questions to my teachers and get clarification, but sometime they just didn't reply or it was too late and grades had posted My reading and writing teacher tried to help me by giving me a couple more tries on one question that prevented me from scoring eighty percent on a moduleA lot of people had a problem with that question, according to the comments on the message boardIt became very stressful learning to navigate through the website, portal, understanding where everything was and having to message them seeing if I put the assignment in the right placeI survived with a D+ or – before the finalI knew that when I turned in my finals, I would easily pass both classes By this time, I was comfortable with the Devry online classroom I studied for the finals and was very familiar with the reading materials For some reason I got a straight up F in Reading & Writing, even though I knew all the answers (I am sure I got them right)I emailed the teacher because I assumed it had to be a system error I asked if there was a different test I could take to show that I know the subject matter He said he was going to get back to me but never didI completed my Critical Thinking final Along with the final I attached a message letting her know that she had asked us to look in the wrong place on a specific question I frequently checked my grade for Critical Thinking and thought she just hadn’t graded the final, yet When I saw that I had a zero, I emailed my instructor She claimed she never got it, and it was never turned in I tried to show her proof but for some reason the final was not attached to the comment anymore The final was open book It was just putting together the information we did during the class It was easyI know for sure I turned it in because I saw the confirmation screenI also told her I would resend it but she said she couldn't take it anymoreI called in to complain, and they told me to email my instructor I emailed her, but she never replied It really made me feel like I had just gotten conned by the school and, *** out of my moneyI continued to call in and try to get some kind of help but wasn’t even sure who I needed to talk toMy second session started and, I saw I was going to have to pay more money than what I was told There were times when I wasn’t able to get in contact with Dominique when I needed help or had important questions She didn't return my calls when I had questions about the extra charges So, I had called in to somewhere else in Devry and got in touch with a specialist within the school He called her and she picked up immediately which reinforced my suspicions of being ignored and conned People were not returning my calls or get back to me when they said they would She basically passed the job over to him for assisting me with why I was charged extra fees He did not understand it either When I explained to him what had happened he tried to help me as best as he could by advising me tosend a dispute up the chain of command The problem was that I wasn't informed that there would be extra charges I was told everything was covered I was getting a fixed amount, so I planned bills and costs accordinglyI picked Devry because I believed it was an excellent education system with tons of support and a lot of opportunities that would help me after college I was told the policy for new comers was to assign them classes that would help them get their degree which in my case was Programming for Cyber Security I asked Dominique specifically what was I going to be paying for school she told me a number During my second semester with my tech class I ended up having to pay for extra stuff that was costly for me There was $to $in extra equipment required for the class I paid out of pocket I figured that there was a mistake by Devry that could be corrected In the meantime, I did not want to fall behind on the class, so I purchased the equipment to prevent any delays I requested the expense be reimbursed since it was an error on the part of how fees were calculated, and I was told all fees were covered I called to get the couple of hundred refunded to me I called for about a week talking to different people trying to find someone who would help meI was getting no help at all until I contacted an advisor named Araya which was my financial or academic advisorAraya helped me re-dispute the extra charges to get a refund He told me it would take a couple of days to process He also said he would get back to me in two days but didn't So I called him the day after and talked him He informed me my dispute was denied, and someone was going to tell me it was denied in a couple of days or so I later called Araya back asking if I could put a message explaining why I was disputing the charges so it would make sense I thought maybe the supervisor prejudged it without knowing why the charges were being disputed It took a while for the supervisor to get in touch with meI was about three weeks in to my second sessionI was completely depressed, uninspired and felt very hopeless and cheated I felt very strongly that I fell prey to a scam school that just takes your money and *** you overI was ready to just quit and leaveMy sister and mother approached me and tried to console me because I was noticeably depressed They encouraged me to keep trying and to not give upEven if I did run into a massive amount of miscommunication, misleading, being ignored, and lack of support that I would eventually reach someone who would be willing to hear me out and help me I never got it The best thing I got was Araya’s boss telling me there was nothing she could do except for break it up into small pieces, but I'd still lose the money By then I was about to cry but tried to be polite and get off the phone instead of just crying on the phone and seem weakIt was crushing because I was really excited to further my education and do something with my lifeI really believed that all my hard work would really pay off and my consistency in seeking help would not be for nothing However, all my request for help seemed to fall on deaf ears I became deeply depressed and my thoughts were, “Why should I even bother to do anything when there are so many people ready to *** me over, especially when they are supposed to be there for you to help you?” I really felt like a complete sucker I was thousands of dollars in debt and it didn't get me anywhere The classes I took were not hard I was familiar with them beside my tech classI tried to stick it out till 4th week because of the deadline I had to pull the plug and give up and throw all those months awayIt was a lot of hard work, effort and strugglingI Learned everything without assistance I later tried to contact Devry and see how I could get my money back I talked to the Chair Dean who never got back to me like he said he wouldI got in contact with Heather *** recently, who surprised me and called me back at a later time after I left her a voicemail She referred me to DrRobert ***Heather was very helpful at first but then started giving me the run around as wellShe also did not call me back when she saidShe would and told me an answer on a refund would happen on a specific day and then keep pushing it backWhen he informed me that most of my calls weren’t documented, I tried to ignore the massive amount of hopelessness that came upon meI again pushed pass it to try to get things resolvedI was not helped only told that there was not enough evidence to suggest it was their faultIf they read the emails of the teachers involved it would be clear but they simply don’t care about their students at all

Initial Business Response /* (1000, 6, 2014/08/24) */
August 24,
Re: ***
Dear Revdex.com,
Please consider this DeVry Education Group's ("DVG") response to Ms.*** letter to the Revdex.com dated August 1, regarding her
concerns about DeVry University ("DeVry")DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints in the DVG organizationThus, upon receipt of your request, DVG's Ombudsman was engaged to investigate Ms.*** concerns
DVG understands the student's concern to be as follows:
She was not allowed to cancel her student health insurance plan through DeVry
Her plan was substandard and should have been canceled based on the guidelines of the Affordable Care Act
She was told that her account had been resolved, but was instead put into a payment plan she did not authorize
When she tried to contact the Orlando campus about this issue, she did not receive a prompt return call
DVG understands the student's requested resolution to be:
Reimbursement of the balance of $she paid to DeVry to release her transcripts
Set forth below is an explanation of our findings based on our understanding of the student's concerns and requested resolution
IStudent Health Insurance
The DeVry student handbook states the following with regard to student health insurance:
Every full-time onsite undergraduate student is required to maintain health insuranceFull-time students (those enrolled in or more credit hours per semester/student-centric period) must update their insurance information every JuneInsurance premiums change every JulyIndividuals who became full time students in the fall or spring semesters must be sure to enrollStudents enrolled in six through credit hours per semester/student-centric period are considered part time and have the option to enroll in the insurance plan offered by
the UniversityHowever, students enrolled in fewer than six credit hours are ineligible for DeVry University's health insurance planFull-time students who have their own insurance must complete an insurance waiver card, which is available online at uhcsr.com/devry
During the fall term, Ms.*** was enrolled at DeVry full-time and was thus required to maintain health insuranceAs stated above, although health insurance coverage is a condition of enrollment at DeVry University, a student may complete a waiver form at registration if they already have their own health policy or are covered as a dependent on a parent or spouse's policy
According to DeVry records, Ms.*** voluntarily enrolled in the DeVry student insurance plan on August 30, (Exhibit A)The plan she signed states that the coverage period for the plan was August 29, through July 7, The plan also states that by submitting the insurance application and enrolling in the insurance plan the student acknowledges the following:
1) he/she has carefully read the brochure and elects to enroll as indicated on this application; 2) he/she meets the eligibility requirements for the plan selected; and 3) that premium will be refunded only if it is later determined that the student is not eligible or upon entrance into the armed forces
Ms.*** was not determined to be ineligible for the student insurance plan and did not enter the armed forces, thus she was bound to the terms of the insurance application she signed and based on those terms she is not eligible for a refund of her student insurance premium
IIAffordable Care Act
According to her complaint, Ms.*** enrolled in a new health insurance plan in January and desired to cancel her DeVry student insurance planHowever, as previously stated, enrollment in an outside plan during the coverage period of her student insurance plan was not a valid condition for cancellation of her student insurance planIf Ms.*** believes that her DeVry insurance plan was substandard according to the Affordable Care Act and provides further information to substantiate the specific provisions of the plan that are substandard, DeVry can investigate further
IIIPayment Plan
According to DeVry records, Ms.*** received the following communication on January 23, 2014:
Your student account at DeVry University or its Keller Graduate School of Management is no longer past dueAs a result, the Registration Hold that was placed on your account has been removed
This communication did not state that Ms.*** no longer had a balanceAdditionally, DeVry sent monthly statements to Ms.*** via email to notify her that there was still a balance on her student account on January 30, (one week after the January communication), March 13, 2014, March 28, 2014, April 29, 2014, May 30, 2014, and June 27,
IVStudent Service
DeVry regrets that Ms.*** did not receive the student service level she expected when she contacted her campus to inquire about cancellation of her student health insuranceAccording to our records, a student finance representative did attempt to contact her via phone on July 31, and August 1, but were unable to reach her
VSummary
Based on the above, Ms.*** voluntarily enrolled in her DeVry student insurance planThe plan allows for cancellation and refund of the premium only under specific circumstances that Ms.*** did not meetIf Ms.*** feels that a specific provision of her health care plan is substandard based on the Affordable Care Act guidelines, DeVry would further investigate her concernsHowever, based on the information provided, Ms.*** was bound to the terms of the insurance application she signed in August and is not eligible for a refund based on the criteria outlined in her student insurance plan
We trust this letter satisfactorily addresses your concerns
Sincerely,
***
Senior Associate, Office of Ombudsman
***

Initial Business Response /* (1000, 5, 2014/04/09) */
April 9, 2014
Re: [redacted]
Revdex.com Case [redacted]
This is in response to Mr.[redacted] complaint to the Revdex.com on March 20, 2014. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon...

receipt of your request, DVG's Office of Ombudsman investigated your concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DeVry Education Group organization.
DVG understands Mr.[redacted] concerns to be that:
1. He has a balance of $2,176 that he should not have because he did not receive the refund that caused this balance.
DVG understands Mr.[redacted] requested resolution for the above complaint to be:
He would like the amount of his balance that reflects the refund that he did not receive to be erased from his account.
Set forth below is an explanation of our findings based on our understanding of Mr.[redacted] allegations and requested resolution.
I. Student Account Balance
DeVry records show that Mr.[redacted] began his enrollment at the university in June of 2013. DeVry coursework is delivered in two eight-week sessions per semester (A and B). Prior to the fall semester, Mr.[redacted] had a student account balance of zero. During the fall 2013 session A, Mr.[redacted] incurred a balance of $61.53 due to his expenses exceeding his financial awards by that amount. During the fall 2013 session B, Mr.[redacted] was enrolled in one course - Physics 310 (PHYS310). This course began on January 6, 2014. As Mr.[redacted] indicates in his correspondence to the Revdex.com, he withdrew from PHYS310 on January 24, 2014. Prior to the processing of Mr.[redacted] withdrawal, he had a credit balance on his student account due to his financial awards exceeding his expenses (Exhibit A). Thus he was issued the following refunds (totaling $3009.00) via USPS mail to the address on file: [redacted]
$1,342 on January 15, 2014
$834 on January 22, 2014
$833 on January 30, 2014
In accordance with federal regulation, the percentage of federal financial awards earned by a student is equal to the percentage of the period completed by the student. Consistent with these regulations, once Mr.[redacted] withdrawal was processed the appropriate calculations were completed and the respective portion of Mr.[redacted] award was returned to his lender.
Federal regulation also requires that the institution has 30 days from the time of the student's withdrawal to calculate any return of funds to the student's lender. Thus on February 24, 2014, DeVry returned $1,485.00 in Direct Unsubsidized Stafford loan, $477.00 in Direct Subsidized Stafford loan and $325.00 in Federal Pell Grant to the Department of Education. DeVry also returned $300.00 in Federal Perkins Loan and $300.00 in Federal SEOG grant. Additionally, Mr.[redacted] lost his eligibility for the career catalyst scholarship in the amount of $843.00 that he received because he no longer met the enrollment requirements when he withdrew. A total of $74.56 in finance charges has also accrued on Mr.[redacted] account. These transactions, coupled with his previous balance of $61.53 and a course material charge credit of $40.00 created a current total balance of $3,817.09 on Mr.[redacted] student account. ($1,485+$477+$325+$300+$300+$834.00+$74.56+61.53-$40.00 = $3817.09)
On March 19, 2014, Mr.[redacted] contacted DeVry to express his concern about the balance on his student account. He also paid $200.00 towards his outstanding balance to reduce the balance to $3,617.09.
Upon receiving Mr.[redacted] concern about his account balance, DeVry conducted an investigation and determined that the aforementioned $3009.00 in refund checks that were sent to Mr.[redacted] address on file ([redacted] via USPS had not been cashed as of April 2, 2014. According to our records, Mr.[redacted] had not contacted DeVry before March 19, 2014 about the refund checks. Those checks were not voided and sent back to DeVry or returned due to insufficient address, nor does DeVry have a stop payment form on record for Mr.[redacted].
Thus on April 2, 2014, DeVry emailed Mr.[redacted] with instructions for submitting a stop payment form. Because the checks have not been cashed, DeVry will use the form to void the outstanding checks. Once the form is processed, the $3,009.00 will be credited back to Mr.[redacted] student account, thus reducing his student account balance to $608.09. This amount reflects the difference between Mr.[redacted] tuition charges and his reduced financial awards as a result of his withdrawal.
II. Summary
Mr.[redacted] withdrew from DeVry during week three of the January 2014 session. Prior to his withdrawal he had a credit balance on his student account. Thus in accordance with regulations he was issued refunds in the amount of $3009.00. Subsequently, funds were returned to the Department of Education per federal regulation, ultimately creating a balance of $3,817.09 on Mr.[redacted] account. On March 19, 2014 Mr.[redacted] made a payment of $200.00 on his account to reduce his balance to $3,617.09.
On March 19, 2014, Mr.[redacted] also expressed a concern about his balance. After investigating Mr.[redacted] concern, DeVry determined that the $3009.00 in refunds that were sent to his address on file were not cashed. Thus DeVry contacted Mr.[redacted] on April 2, 2014 and gave him instructions on how to submit a stop payment form and have the $3,009.00 balance credited back to his student account to reduce his outstanding balance to $608.09. Once DeVry receives the completed form back from Mr.[redacted] we will begin the process to void the previously issued checks and update Mr.[redacted] account. If DeVry does not receive the completed form, no action will be taken.
If Mr.[redacted] has any questions about the stop payment form or any other concerns regarding this balance he can contact [redacted] at 1.877.496.9050, option 1. DeVry trusts that this letter satisfactorily addresses Mr.[redacted] concerns.
Sincerely,
[redacted]
Senior Associate, Office of Ombudsman
Initial Consumer Rebuttal /* (2000, 7, 2014/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Given that the university has agreed to settle the issue given the return of the stop payment request for the contested amounts, I am satisfied that the issue will be resolved upon the forms being processed.

Initial Business Response /* (1000, 5, 2014/07/06) */
July 3, 2014
[redacted]
Re: [redacted]
Dear Revdex.com,
Please consider this DeVry Education Group's ("DVG") response to Mr. [redacted] letter to the...

Revdex.com dated June 26, 2014 regarding his concerns about DeVry University ("DeVry"). DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG organization. Thus, upon receipt of your request, DVG's Office of Ombudsman was engaged to investigate your concerns.
DVG understands the student's concern to be as follows:
1. The charges on his student account are incorrect and he has been overcharged for the cost of his education.
DVG understands the student's requested resolution to be:
For DeVry to provide a full audit of the charges on his account and refund any overcharges if applicable.
Set forth below is an explanation of our findings based on our understanding of Mr. [redacted] concerns and requested resolution.
I. Student Account Balance
DeVry takes allegations of improper billing very seriously. Thus to address Mr. [redacted] concerns a full investigation is currently in process but will take an additional five business days to complete.
II. Summary
DeVry is currently in the process of conducting a full investigation into the charges on Mr. [redacted] account and will provide a response to the Revdex.com no later than Friday, July 11, 2014. If Mr.[redacted] has any questions or concerns prior to Friday July 11, 2014 he can contact the undersigned.
Sincerely,
[redacted]
Senior Associate, Office of Ombudsman
[redacted]
Final Business Response /* (1000, 7, 2014/07/14) */
SEE ATTACHED DOCUMENTATION

Initial Business Response /* (1000, 5, 2014/04/08) */
April 8, 2014
Re:[redacted]
Revdex.com Case [redacted]
This is in response to Ms.[redacted] complaint to the Revdex.com on March 19, 2014. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon...

receipt of your request, DVG's Office of Ombudsman investigated your concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DeVry Education Group organization.
DVG understands Ms.[redacted] concerns to be that:
1. She attempted on several occasions between February 2014 and March 2014 to obtain a copy of her DeVry University ("DeVry") transcripts through her student portal and has yet to receive them.
DVG understands Ms.[redacted] requested resolution for the above complaint to be:
She would like to receive a copy of her transcripts.
Set forth below is an explanation of our findings based on our understanding of Ms.[redacted] allegations and requested resolution.
I. Customer Service Concerns
DeVry understands that from the period of February 3, 2014 to March 19, 2014 Ms.[redacted] was seeking a resolution to her transcript concerns and did not receive a proper response from DeVry. Because Ms.[redacted] attended before the fall of 2003, her records are no longer housed in her student portal. Thus when she used the portal to request her transcripts, there was a delay because the records were not immediately accessible.
II. Transcript Request
In accordance with Ms.[redacted] request, DeVry sent a transcript to Ms.[redacted] current address on file via UPS on March 20, 2014. DeVry also contacted Ms.[redacted] to ensure that she received her transcript and all of her concerns have been addressed. A copy of that correspondence is attached (Exhibit A).
III. Summary
DeVry regrets any inconvenience that Ms.[redacted] has experienced as a result of the delay of her transcripts. DeVry has addressed the customer service concern with regard to the housing of archived transcripts to ensure that it does not happen in the future, and we have provided Ms.[redacted] with a copy of her transcript per her request.
DeVry trusts that this letter satisfactorily addresses Ms.[redacted] concerns.
Sincerely,
[redacted]
Senior Associate, Office of Ombudsman

Initial Business Response /* (1000, 5, 2014/08/07) */
August 7, 2014
Re: [redacted]
Dear Revdex.com,
Please consider this DeVry Education Group's ("DVG") response to Mr.[redacted] letter to the Revdex.com dated July 28, 2014 regarding his concerns...

about DeVry University ("DeVry"). DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG organization. Thus, upon receipt of your request, DVG's Ombudsman was engaged to investigate your concerns.
DVG understands the student's concern to be as follows:
1. He sent DeVry a transcript request via mail on July 5 and that request has yet to be fulfilled.
DVG understands the student's requested resolution to be:
He would like a transcript to be sent to Columbus State Community College, along with an apology and an explanation as to why the transcript was not sent earlier.
Set forth below is an explanation of our findings based on our understanding of the student's concerns and requested resolution.
I. Transcript Request
DeVry students can sign in to their student portal at my.devry.edu and print a copy of their unofficial transcripts or complete a request for a copy of their official transcripts to be mailed to them or to a third party. On July 22, 2014, DeVry received a transcript request form from Mr. [redacted] via fax (Exhibit A). On July 26, 2014, DeVry received a request to process the transcript of Mr. [redacted] via the student portal. After conducting an investigation of Mr.[redacted] concern, DeVry has not found any transcript request submitted via mail, fax, student portal, or by any other means prior to July 22, 2014 when we received the aforementioned faxed transcript request.
On Wednesday, July 30, 2014, DeVry processed the transcript request it received via fax from Mr. [redacted] and sent it to Columbus State Community College (CSCC) via USPS mail. On Thursday, July 31, 2014 DeVry processed the transcript request it received via Mr.[redacted] student portal and sent it to CSCC via USPS mail. DeVry spoke with the registrar office at CSCC on August 6, 2014 and they are in receipt of Mr.[redacted] transcripts. As previously stated, DeVry has no record of receipt of a transcript request before July 22, 2014 when we received Mr.[redacted] transcript request via fax. Once DeVry received Mr.[redacted] transcript requests they were processed immediately and his transcripts were sent to CSCC.
We trust this letter satisfactorily addresses your concerns.
Sincerely,
[redacted]
Senior Associate, Office of Ombudsman
[email protected]

DeVry University's financial aid department is nightmare! In May 2015, I enrolled into DeVry University as an online student. Academically, the school was fair, the classes were challenging enough, and the professors were attainable.

Here are the chain of events that made DeVry a nightmare:

*1st Quarter*
1. Spoke with financial aid in regards to my financial aid award. I was given a list of scholarships, accommodations, grants, and loans that would be awarded to be based on merit, employment, tax status, and financial need.

2. Enrolled into ONLINE classes

3. Was given tuition refund that was applied to school supplies and resources.

*2nd quarter*
1. Was charged for health insurance (charge appeared on 1st quarter) even though I was supposed to be an online student

2. An accommodation was retroactively removed from my student account (without explanation)

3. Was given a credit that was never issued to my account

*3rd Quarter*
1. Was finally told why the accommodation was taken off of my account without any notification or notice (An error made by DeVry's financial aid department that I am being held responsible for).

2. Withdrew from DeVry


DeVry's financial aid department is the worse that I have ever contacted. Even now, before I just was hung up on by the "Student Success Center", for 3 of the 4 questions that I had I literally got the answer "I don't know about that one." It is unreal that this business is still able to scam people. At this point, they are with holding my official transcript which is preventing me from being able to continue my education and for most of my questions, they are literally telling me that they have no clue why they are charging them.

Initial Business Response /* (1000, 5, 2014/08/29) */
August 29, 2014
Re: Revdex.com Case [redacted]
Please consider this DeVry Education Group's ("DVG") response to Mr.[redacted] concerns filed with the Revdex.com on August 21, 2014. DVG takes student complaints very...

seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DeVry Group organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate his concerns.

DVG understands Mr.[redacted] concerns to be:
I. He withdrew from class and was charged $925 for tuition and insurance; however, he should not have been charged for insurance because he already had it.
DVG understands Mr.[redacted] requested resolutions are:
To resolve his account balance
To have the negative marks removed from his credit report
Set forth below is an explanation of our findings based on our understanding of Mr.[redacted] concerns and requested resolution.
I. Student health insurance requirement
According to DeVry's policy, all DeVry onsite full-time students, those enrolled in twelve (12) or more credit hours per semester, must enroll annually in the student health insurance plan unless otherwise ensured (Exhibit A). Students who have their own insurance are responsible for completing an insurance waiver.
II. Mr.[redacted] enrollment in the Fall 2013 semester
According to DeVry's record, On August 7, 2013, Mr.[redacted] enrolled in five (5) classes for a total of fifteen (15) credit hours at the Phoenix, Arizona campus for the September 2013 (September 2, 2013 - October 27, 2013) and November 2013 sessions (October 28, 2013 - December 22, 2013):
Session Enrolled Classes
September 2013 COLL148 (3 credit hours)
BUSN115 (3 credit hours)
November 20113 COMP100 (2 credit hours)
ENGL112 (4 credit hours)
COMP129 (3 credit hours)

On September 2, 2013, Mr.[redacted] student account was charged $1680.00 for the September 2013 session registration fee, tuition and course materials (Exhibit B). Additionally, because he was enrolled full time and he had not provided DeVry with evidence of other insurance coverage, on September 10, 2011, his student account was charged for medical insurance in the amount of $808.00, increasing his student account balance to $2,488.00.
III. Mr.[redacted] withdrawal from the Fall 2013 semester
DeVry's attendance policy states that students who never complete an academic event during the first two weeks of the session are dropped for non-attendance. Additionally, the policy states that students who participate in their course, but later do not attend/participate in the course(s) for any two weeks (not necessarily consecutive), are sent a dismissal letter and are administratively withdrawn from their course(s).
DeVry has no record of Mr. [redacted] participating in the BUSN115 course. As a result, on September 16, 2014, Mr.[redacted] was dropped from the class and sent a notification letter. The following day, his student account was credited the full tuition cost ($750) and course material charge ($80) for the BUSN115 class.
According to DeVry's records, Mr. [redacted] participated in the COLL148 class on September 4, 2013; however, DeVry does not have record of him attending after that date. As a result, on September 12, 2013, DeVry issued Mr.[redacted] a pending attendance dismissal notification letter and on September 18, 2012, DeVry issued him an attendance withdrawal letter for the COLL148 course (Exhibits C-D). In addition to the letters, a DeVry student success coach attempted to contact him, both via telephone and email, regarding his attendance on the following dates, but was unable to speak with him:
o September 12, 2012
o September 13, 2012
o September 19, 2012
o September 24, 2012
DeVry's withdrawal policy states that tuition adjustments are completed based on the student's last date of attendance ("LDA") (Exhibit E).
Based on Mr.[redacted] LDA in COLL148 of September 4, 2013, DeVry processed his withdrawal for that class according to the week 1 provision in the policy. According to the enclosed itemized statement, his DeVry student account was credited for COLL148 at a 90 percent tuition adjustment ($642) and a course material fees adjustment ($50) equaling $692, reducing his student account balance to $966.

10 % of Tuition $108
Course Materials $ 30
Medical Insurance $808
Student Services Charge $ 20
Total $966
On October 18, 2013, a Post 9/11 Chapter 33 benefit payment of $63.77 was applied to his student account. After all appropriate adjustments were made, Mr.[redacted] had a balance of $902.23 remaining on his DeVry student account. However, due to nonpayment, finance charges have accrued on Mr.[redacted] account and his current balance is $925.22.
III. Summary and proposed resolution
DeVry has no record of receiving notice or documentation of Mr.[redacted] individual insurance coverage and as a result, in accordance with the published policy, he was enrolled in and charged for DeVry's health insurance. DeVry finds that his outstanding student account balance is accurate. Nevertheless, DeVry recognizes that Mr.[redacted] had limited participation in his course and did not utilize the health insurance. We are willing to write off his outstanding student account balance of $925.22 to resolve his complaint. DeVry will contact Mr.[redacted] directly to provide the appropriate paperwork to accept or deny the offer.
DVG trusts this letter satisfactorily addresses Mr.[redacted] concerns. Please notify me if we can be of any further assistance.
Sincerely,
[redacted]
Senior Associate, Office of Ombudsman

October 28, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] rebuttal to his complaint to the Revdex.com on October 22, 2015
DVG understands the student's concerns to be:
[redacted] agrees his concerns have been satisfactorily addressed by DeVry, but the resolution is taking longer than he would like to execute.
DVG understands the student's resolution to be:
An immediate processing of [redacted] account
Set forth below is an explanation of our findings based on our understanding of [redacted] concerns and requested resolution.
I. Account Processing
[redacted] has agreed to work with DeVry to address his concerns and has stated he is satisfied with the response provided to him by the Office of Ombudsman dated October 12, 2015. DeVry received [redacted] signed settlement agreement on October 13, 2015. [redacted] will need to allow for approximately 15 business days for execution of the agreed upon resolution, outlined in the settlement agreement.
II. Summary of Findings
[redacted] is to work directly with the undersigned if he has questions or needs further assistance. Once the agreed upon resolution goes through the process and a zero ($0) balance has been brought to [redacted] student account, he may then request for his official transcripts. Mr. Frances Tous will assist [redacted] when his student account has been updated and provide a transcript request form for his use to obtain transcripts. He may be contacted at
[redacted]
We trust this letter satisfactorily addresses [redacted] concerns and we greatly appreciate his service.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office
[email protected]
[redacted].pdf)

October 12, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] complaint to the Revdex.com on September 28, 2015. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon receipt of...

the complaint, it was requested that the DVG's Office of Ombudsman investigate [redacted] concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization.
DVG understands the student's concerns to be:
A balance on his student finance account that has negatively affected his credit report
He was unable to receive a transcript from DeVry as a result of this balance to pursue his master's degree
DVG understands the student's resolution to be:
A recalculation and detailed explanation of his student account balance
Set forth below is an explanation of our findings based on our understanding of [redacted]'s concerns and requested resolution.
I. Balance
[redacted] attended DeVry University from Summer of 2010- Spring of 2012 and was awarded his Bachelor of Science in Technical Management (BTHM) degree June 24, 2012. While in attendance, DeVry records indicate [redacted] used the GI Bill (r) benefits along with Federal Direct subsidized and unsubsidized loans.
A large portion of the balance which remains on [redacted]'s student account originates from two circumstances. The first contributing factor was a credit balance from a large Chapter 33 VA payment in the amount of $3705 for the Fall 2011 term that was refunded to the student by DeVry via check on June 18, 2013. [redacted] was not entitled to the full amount as the VA later reduced his payment as he reached the cap amount he was allowed to utilize that fiscal period. These funds posted as a single large VA payment (the way it was received by the VA) instead of multiple smaller payments split between different terms. As the VA allocated it as a single payment it was subsequently refunded based on the single payment. DeVry's VA Finance Team called and requested a detailed breakdown and explanation of the large payment from the VA which they were not able to obtain. The payment was originally posted to Spring of 2012, all refunds for this term were sent to [redacted] to zero out this term and then it was subsequently switched from that term to the Fall of 2011 term, causing a large balance for the Spring 2012 term and a $3705 credit for Fall 2011 which subsequently was then provided directly to [redacted].
The second contributing factor to the balance on [redacted]'s student account originates from the certification process and the accounting of his funding cap. [redacted]'s Yellow Ribbon (YR) benefit was not processed for the Spring 2012 sessions. The DeVry VA Finance Team has contacted and obtained the appropriate Yellow Ribbon funding from the Spring 2012 sessions once an audit had been completed and the error located in the amount of $2585.50 in YR. DeVry is a participating school in the Yellow Ribbon program and as such will match the contribution in the amount of $2585.50 for a total of $5171.00 that will be credited to [redacted]'s outstanding debt. These expected funds posted October 6, 2015 and has reduced [redacted]'s student account balance to $1,129.24.
II. Resolution
As an offer of good faith DeVry will satisfy the balance of $1,129.24 from [redacted]'s DeVry Student Account. To accept this offer, [redacted] will need to contact the undersigned to receive, review and complete a settlement agreement. This action will bring [redacted]'s remaining DeVry student account balance to zero.
III. Transcripts
DeVry's Academic Catalog states that no transcripts will be provided until all financial obligations have been fulfilled. In accordance with the aforementioned policy, DeVry will release the transcripts once [redacted] has agreed to the terms in the settlement agreement subsequently bringing his student account balance to zero and removing the hold.
III. Summary of Findings
The balance on [redacted]'s account originated from a refund he was not fully eligible to receive as well as the late processing of Yellow Ribbon funding for the Spring 2012 sessions. DeVry in good faith is offering to bring [redacted]'s student account balance to zero. To accept this offer, [redacted] will need to contact the undersigned to receive, review and complete a settlement agreement.
We trust this letter satisfactorily addresses [redacted]'s concerns and we greatly appreciate his service.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office
[redacted]
[redacted] 10-12-15.pdf)

Initial Business Response /* (1000, 5, 2014/09/05) */
see attached
Initial Consumer Rebuttal /* (3000, 7, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is wrong in many ways, for one, I didnt start with an Associate's in 2006,...

I was in the bachelor's program which when degrees merged I got screwed up in the mess and made it harder for me(your fault for not communicating) Also I want a deferrment on my DEVRY balance not talking about private/DoE loans. Finally, I dont need to have the stupid proficiency test because you screwed up my classes, if u look Electronic Systems I w/ Lab(which is primarily DC Circuitry) should be replaced with EET109(Same courseload) Electronic Systems II replaced with EET124 (AC Circuitry) and Electronic Systems III replaced with EET239 (Devices) and I have the new book to Confirm that, stop screwing my classes up. All I need is the 1 credit course and stop holding my degree hostage over money. Also I have spoken to career center and tried to get job, all they did is fix resume(which is good) but they just say oh just look at the job board urself, theyre supposed to HELP u along the way on the job search not ditch you alone. Once that is fixed, I am ABLE to finish that 1 credit successfully, Career services helps me 1 on 1 Getting a job, then the balance that is DEFERRED will be paid off, thats a fair resolution.
Final Business Response /* (4000, 9, 2014/09/12) */
See attached rebuttal response
Final Consumer Response /* (4200, 11, 2014/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, please stop the robotic answers and speak with me thru Revdex.com like a human being and be reasonable and helpful. You are still incorrect in which it DID merge and switch over or whatever happened that screwed me over to make it something I did not want. Also I want a deferrment on my DEVRY balance not talking about private/DoE loans. Finally, I dont need to have the stupid proficiency test because you screwed up my classes, if u look Electronic Systems I w/ Lab(which is primarily DC Circuitry) should be replaced with EET109(Same courseload) Electronic Systems II replaced with EET124 (AC Circuitry) and Electronic Systems III replaced with EET239 (Devices) and I have the new book to Confirm that, stop screwing my classes up. All I need is the 1 credit course and stop holding my degree hostage over money. Also I have spoken to career center and tried to get job, all they did is fix resume(which is good) but they just say oh just look at the job board urself, theyre supposed to HELP u along the way on the job search not ditch you alone. Once that is fixed, I am ABLE to finish that 1 credit successfully, Career services helps me 1 on 1 Getting a job, then the balance that is DEFERRED will be paid off, thats a fair resolution. Read what is said and please accomodate my requests so I can get my degree and you can get the money as I am making it making payments. Be reasonable, helpful, and get me the degree and out on the job force so the balance be paid fast because at this time the reputation of DeVry is down and maybe this is why you have a poorly low graduation rate because of this done to students, economy is bad thats why degrees are needed.

Initial Business Response /* (1000, 8, 2014/08/13) */
See attached response and supporting documents

October 27, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] complaint to the Revdex.com concerning Apollo College now Carrington College ("Carrington") a division of DeVry Education Group ("DVG") received on...

October 15, 2015. DVG takes student complaints very seriously. Thus, upon receipt of the complaint, it was requested that the DVG's Office of Ombudsman investigate [redacted] concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization.
DVG understands the student's concerns to be:
[redacted], upon attempting to enroll at Carrington, was informed that she had an outstanding balance from Apollo College (1998) that had been sent to collections, and she believes this is inaccurate and outside the reasonable time frame for collections.
The Carrington representative [redacted] spoke to did not escalate her concerns and after contacting the President of Carrington still did not receive a response.
DVG understands the student's resolution to be:
[redacted] would like the debt removed from her account and would like to then be able to complete her enrollment and attend classes at Carrington.
Set forth below is an explanation of our findings based on our understanding of [redacted] concerns and requested resolution.
I Balance and Enrollment
[redacted] attended Apollo College (Carrington) starting in 1997 and at that time had acquired a debt on her student account. In 1999 the debt was marked as "do not collect" by a Regional Campus Operations Director. This adjustment to her account meant that [redacted] would not be required to pay the $260.00 dollars. She does not show as owing a balance on her student account. We are not certain where [redacted] obtained information that it was in fact owed and would welcome the opportunity to review any documentation from her relating to this matter.
[redacted] was recently admitted On September 21, 2015 into the Carrington online program in conditional status. As long as she meets standards for the admission she may continue her studies and matriculation into the Medical billing and Coding program. [redacted] may review the catalog on page 81 to read the conditions and policies in full.
II Customer Service
In regards to [redacted] Student Services experience, Carrington took remedial steps to address the situation. Carrington's obligation was two-fold: (1) to respond as an education provider and (2) to respond as an employer. In your case, these obligations intersected, but they are also mutually exclusive. As a private employer, we are obligated to take appropriate steps to remedy colleague behavior with which we are not satisfied; however, the specific actions we take with regard to our colleagues must remain confidential.
III. Summary of Findings
The balance on [redacted] account was written off in 1999 and is therefore not the responsibility of the student. She has been able to enroll in Carrington's online conditional program on September 21, 2015 and as long as she meets standards as outlined in the catalog she may continue in the program.
We trust this letter satisfactorily addresses [redacted] concerns.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office
[redacted]
(Butler, LaTanya 10-27-15.pdf)