Easton Pool & Spa, Inc.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have email documentation stating that if
Liberty does not receive all requested items within four weeks from the date of
the email, which was April 20, in the first initial email, that Liberty is
required to cancel all current and future financial aid, and that I will no
longer be eligible to enroll for future terms at Liberty University
Liberty University
returned my loans on May 11, which was approximately weeks from the date
of the email dated April 20, 2015, and I therefore had an additional week to
provide all requested documentation to Liberty University, which were the items
that I had to provide to them by mail and the return of my loans before the
week time frame prevented me from doing so
Liberty University states
that I am not deemed guilty of any fraudulent activity, but documentation pertaining
to the return of my student loans states loans were returned due to I, the student attempted to “Obtained Loans by
Fraudulent Means
Liberty University states
that I am obligated to an unofficial transcript from the University but when I
have attempted to retrieve my unofficial transcript I receive a message stating
that my transcripts are not available due to holds. Liberty University have also scrambled
information pertaining to my account stating that I have only completed 33% of
the required courses
Regards,
*** ***

Your notice of complaint, dated December 10, 2017, regarding the above-referenced complaint ID has been referred to me for response. In the complaint, the complainant indicated that they were flagged for student verification and sent in all the documentation the University asked
forThe Complainant indicates that they were flagged by the “FAREDFLAG” department and the financial aid on their account was sent back with no explanation. The complainant indicated they called the University last week and was told the reason was that they didn’t submit all the documentsThe complainant is requesting that the University send their official transcripts to *** *** *** and to refund the money that was sent back Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Revdex.com (“Revdex.com”), dated December 10, 2017. However, I would be glad to provide some general information based on the information the complainant provided in the complaint. In the complaint the complainant indicated they would like to know the reason a red flag was placed on their account, to clear up verification and to receive a refund of money sent backAlthough details cannot be provided to Revdex.com regarding the status of the complainants account, any individuals who are in certain verification reviews at Liberty University can e-mail the Financial Aid Office’s, Program Integrity team at *** with questions related to their reviewAdditionally, students in Financial Aid Office reviews at Liberty, such as verification, receive numerous review updates and notifications, via e-mail, and messages in ASIST (Liberty’s student portal) throughout the course of the review In the complainant’s desired resolution they indicated they would like to receive a copy of their official transcript sent to *** *** ***If a current or former student would like to request a copy of their official transcript they can request it here: ***It is important to note that official transcripts will only be released if the individual has met all of their financial obligations with LibertyIf the complainant is unsure of the status of their account they may contact the Student Accounts Office at *** *** I trust this response sufficiently addresses the complainant’s concerns

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To Whom it may Concern;The above comments from Liberty University aren't true.  My daughter never contacted Liberty University.  I, myself requested the refund on January 28th, 2016 via email and I replied immediately to the email that was sent to me on February 2nd informing me that my refund went back on my credit card.  I instructed them to please issue a check since I closed out my account with that Bank on November 17th.  Emails and phone calls to Liberty University were correspondences that continued to suggest that I seek the $250 refund from the bank, which I did continuously since I had no idea where the money had gone.  I patiently waited for aides in the office from LU to return calls to me.  One of the calls were returned.  The others were all made by me.  I had called the bank several times and they do not have the refund.  I would like to get the $250 that is owed to me by Liberty University.  I have a letter from the bank stating that the refund with the tracking # that Liberty University supplied, was sent back to Liberty University on February 5th, 2016.  It is obviously lost somewhere in LU's system.  But I cannot get anyone to believe this. I have asked to speak with the head or manager of the department and I assume that there isn't one.  The girl (withholding her name on this document, but have it if you need it) that I spoke with requesting that I speak with the manager on February 16, 2016, was very sweet but could not give me a name of whom to contact.  Attached please find the letter from the bank.
Regards,
[redacted]

April 6, 2016
 
Re: Revdex.com ID – [redacted]
 
Below is the response to the complaint listed above on
behalf of Liberty University. In addition the complainant has submitted these
same concerns with the University through our official complaint system, as
well as other...

outside higher education agencies where they have received the comparable
responses.
 
1.)   
The class BUSI 301 - Business Law – Fails to
deliver the education as promised in the syllabus. The coursework only contains
40% business law.
A thorough review of the course
has been completed. The main textbook (Melvin. (2015). Legal environment of
business (2nd ed.). Boston, MA: McGraw Hill) has no religious basis and solely
covers the topic of business and law. There are three quizzes throughout the
course that requires each student to demonstrate that they have mastered the
information shared in the text. Additionally, there is a Case Study paper that
requires each student to choose a case study from the textbook. The Case Study
paper asks each student to address personal observations: identify and analyze
the relevant legal, social, business, ethical, and biblical issues involved.
For the second portion, they are to answer the questions at the end of the Case
Study. Therefore after review it has been determined that the coursework does
sufficiently cover business law.
2.)   
The syllabus says that all lessons will be
delivered in light of biblical principals. The coursework however, focuses on
biblical principals and ignores the subject promised.
The syllabus for this course lists
seven learning outcomes, but the seventh outcome says the student will be able
to “Analyze all of the preceding in light of the teachings and principles taught
in the Holy Scriptures.” Please note, the key phrase here is “Analyze all of
the preceding,” which means that this last learning objectives will encompass
the other six learning objectives based on the teachings in scripture.
These are the Learning Outcomes as
listed on the syllabus:
Upon
successful completion of this course, the student will be able to:
A.  Recognize
some of the ethical/legal dilemmas faced by businesses.
B.  Compare
the basic elements of the American legal system, the federal and state court
systems, and the alternatives to litigation.
C.  Differentiate
between the basic business legal entities and the advantages and disadvantages
of each.
D.  Describe
the basic elements of a contract, identify possible contract defenses, and propose
contract remedies in hypothetical fact patterns.
E.  Examine
major areas for litigation in the employment law field.
F.   Recognize
some of the basic issues of international law facing a business operating
internationally in the global economy.
G.  Analyze
all of the preceding in light of the teachings and principles taught in the
Holy Scriptures.

We are in receipt of your notice dated June 21, 2015,
regarding the complaint ID referred to above. In the complaint, a Masters-level
Liberty student indicates after several years of attendance at the University,
they were “flagged for something” and their money was sent back to the lender.
The...

complainant states that they were notified of being flagged but were not
given the chance to defend themselves. The complainant also states their cousin
was similarly selected, and the complainant is inclined to think this is
because of their race. The complainant asked for their accounts to be cleared
so they can move to a new college.
Liberty records show that the complainant was first admitted
to Liberty when they were accepted to the online program on July 6, 2010, in
pursuit of an Associate’s of Arts degree in General Studies. On July 25, 2011,
the student began pursuit of a Bachelor’s of Science degree in
Interdisciplinary Studies; that degree was conferred by the University
Registrar’s Office on May 15, 2014. On October 25, 2013, the student was
accepted to a graduate program where it was indicated they intended to pursue a
Masters of Arts in Human Services Counseling-Christian Ministry. Thus far, the
complainant has earned 6 credit hours at the Master’s level, having completed
one semester (Fall 2014) of strictly Master’s-level courses. During the Fall
2014 semester, the student received a disbursement of $9,305 in Federal Direct
Unsubsidized loans. A portion of this aid--$4,330—was refunded to the
complainant’s Higher One account on September 11, 2014, per the complainant’s
refund preference. Most recently, the complainant registered for a pair of
courses for Liberty’s Summer 2015 semester that would have started on May 11,
2015.
On February 24, 2015, the complainant was selected by
Liberty’s Financial Aid Office’s Program Integrity Team for a Fraud Prevention
review. This action was not a declaration that the complainant was guilty of
fraud, but a University action based on federal regulations (see 34 CFR 668.16(g))
stipulating that the University will review any potentially conflicting
information on the account of a student who is receiving federal financial aid.
On March 16, 2015, the complainant was informed by e-mail of the review, a list
of documents they would be required to provide for the review, and of the fact
that, if all provided information was not turned in or deemed satisfactory to
resolve potential conflicts within four weeks, the federal financial aid on the
student’s account would be returned to the lender. The complainant provided all
the requested documentation; however, the information was not sufficient to
clear the conflicting information that may have been potential fraud. Thus, per
federal guidelines, financial aid was pulled from the account and returned to
the lender on May 11, 2015.
Per direction from the U.S. Department of Education’s Office
of Inspector General (OIG), Liberty is not required to divulge the exact nature
of the conflicting information on the account that led to a review for
potential fraud. This may be to avoid alerting those who wish to commit fraud
and abuse of federal funds on the ways in which institutions like Liberty
detect fraudulent activity. Also per federal regulations, Liberty’s findings on
the student’s account and information directly related to this investigation
have been sent to the [redacted] Office of the OIG as of June 5, 2015. Any further
developments, information or updates on the investigation and the student’s
account will heretofore come from the OIG unless Liberty is directed otherwise.
Because the complainant had financial aid pulled from their
account and returned to the lender—the aforementioned Federal Direct
Unsubsidized loans as well as funds that had been procured for use as book
vouchers, to help the complainant obtain their textbooks—there is now a balance
of $9,564.62 on the complainant’s account at the University. Liberty records
show the complainant has been made aware of this balance by repeated e-mails
from the University’s Student Accounts Office. In addition, efforts have been
made to contact the complainant by phone in an attempt to assist the
complainant in making arrangements to pay the balance. The complainant would
not be required to pay the entire balance at one time. However, payment in full
of this balance is required in order for the complainant to register for any
future courses at Liberty or to obtain an official transcript from the
University.
It is University practice that, once reasonable efforts have
been made to contact a student about a balance, via e-mails, account messages,
and phone calls, if payment arrangements have not been made, the account is
referred to an outside collection agency to recover the balance. However,
Liberty records show the complainant’s balance has not yet been referred to a
collection agency. It is a possibility, however, if the complainant does not
contact the Office of Student Accounts and set up payment arrangements with
Liberty, the complainant will not be able to settle the balance with the
University directly at any point, but will have to work with the collection
agency. It should be noted collection agencies typically charge an additional
percentage for their efforts, and outside collection efforts typically include
a mark on an individual’s credit until the balance in question is paid in full.
As stated previously, Liberty will not cancel or remove the balance or the
Fraud Prevention hold on the student’s account unless directed by the OIG.
Both in the text of the complaint that is being responded to
here, as well as in e-mail correspondence with Liberty’s Program Integrity
Team, the complainant has insinuated that they must have been targeted by the
University for such a review because of their race.  Liberty denies this
insinuation, as the University does not target students for Fraud Prevention
Reviews—or any other reviews or processes—on the basis of their race, gender,
religion, or any other characteristic protected under
applicable federal, state or local law background. This applies to the
complainant, the cousin the complainant mentioned who had a similar hold placed
on their account, and any other current or former Liberty students. As stated
previously, Liberty’s Fraud Prevention review process and related holds are in
line with federal regulations regarding the potential fraud and abuse of
federal financial aid funds. The ‘Fraud Prevention’ page on Liberty’s website
states: “Conflicting information
could include, but is not limited to, the misrepresentation of a person’s identity
by having another person conduct business on ones behalf without the proper
authorization of a properly executed FERPA Pi number or a Power of Attorney
that has previously been approved and on file. Conducting business for an
account includes signing Federal or Liberty University documentation for
another individual, calling the school portraying to be another person or
emailing/chatting for another person. These actions, without the proper
authorization, are considered misrepresentation with the intent to deceive and
therefore potential fraud.” Any student the University considers may be acting
in such a way is subject to the same review and may subject to the same holds
and consequences the complainant has experienced, regardless of race or other
factors.
 
As stated
previously, at this time, the complainant is encouraged to contact Liberty’s
Office of Student Accounts as soon as possible to discuss payment arrangements
to avoid having their balance referred to an outside collection agency. The
Office of Student Accounts can be reached at ###-###-####. The complainant is
also reminded that no further information about the review can be offered
without the direction of the U.S. Department of Education’s Office of Inspector
General.

Re: Revdex.com ID – [redacted]   We are in receipt of your notice dated July 22, 2016, regarding the complaint ID referred to above. The complainant is dissatisfied with service provided to her by Liberty University’s Student Accounts Department on July 22, 2016. The complainant has requested a response...

concerning their service experience.    The complainant contacted Student Accounts via our live-chat feature in regards to their account balance. They inquired whether or not they would be receiving a refund for the summer 2016 semester, and if so, what date the refund would be available. A review of the complainant’s account indicates they were given correct information in accordance with Liberty University’s refund policy (found here: [redacted]). Though the complainant received correct information, more specific information addressing the complainant’s questions was available and could have been conveyed.   The complainant has also requested an explanation on why they were initially denied a supervisor callback request. With every customer call, it is the goal of Student Accounts to resolve the matter thoroughly without it needing to result in a supervisor callback. However, we understand that this is not always possible and our protocol outlines how to handle these instances in an orderly, professional, timely manner. The standard protocol is to submit a request into our supervisor callback system, at which point it will be assigned out to a supervisor with an expected fulfillment time of 1-2 business days. This was not completed during the complainant’s initial contact with Student Accounts and we apologize that their questions went unresolved at that time. The Student Accounts representative has been made aware of how they could have better assisted the complainant. A review of Student Accounts call logs confirmed that the complainant spoke with a different representative in Student Accounts later the same day (Friday, July 22) and received thorough answers to their questions. At that time, a supervisor callback request was submitted on their behalf as requested.   On Tuesday, July 26, a supervisor from Student Accounts called the complainant as requested, but was unable to reach them and left a voicemail. The same supervisor subsequently sent the complainant an email notifying them they had left a voicemail at their number on file. Therein the supervisor indicated they would like to resolve the concerns of the complainant, and detailed how and when they could be contacted directly. As of 10:00am today (July 28) the complainant had not yet contacted the supervisor from Student Accounts.   I trust this addresses your concerns.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
This has not given a chance to clear up what conflicting information. And I was not told what I turned in was not sufficent.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Spoke with a supervisor and this has been resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1) The quizzes and case study are the only substantive assignments on the topic of business law. That is only 40% of the grade. The second text required for the class presents absolutely nothing on business law. 2) The syllabus does say everything will be taught in light of Biblical principals. It is one line in a two page syllabus. However that is not what the class delivers. This reply can be seen as a the school conceding my original point. The class focuses on Biblical principals, and claims that a single line in the syllabus allows them to practice business in a deceptive manner. I paid for business law, and received a class on Biblical business practices. Instead of offering some sort of middle ground, the school stands with this deceptive marketing and downright wrong business philosophy. They offered no solution, and gave the same exact (FLAWED and ILLOGICAL) reply I have already received three times. They ripped me off with BUSI 301. I have been a student with the school for over a year, and I graduate in less than 6 weeks, and this is the first and only class that I felt is a blatant slap in the face and a complete rip off. I took the class off of my resume and career profile, as the little substantive learning that was offered in the class will only disappoint any future employer who might hire me. I feel violated not only by the deceit in the BUSI 301 syllabus, but also by the horrendously illogical and dismissively repetitive replies. They fail to even offer dialogue or a serious intellectual review. The replies verbatim, and simply tow the company line. At least I received a reply this time. Both the chair of the online business program ([redacted] and the director of financial aid ([redacted]) completely dismissed me and refused to reply to my emails. I will be taking this complaint further to the student body, prospective students, and even high schoolers. I have pending complaints with the OAG for Virginia, and the schools accrediting commission. I also reserve my right to counsel in the matter. I will not let this go. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I would like to thank the Revdex.com, as I am confident that this issue would not have been resolved to this day.  Also the notes from Liberty are incorrect.  I, not my daughter, was the contact person from the beginning to the end.  It was my bank account, my refund request, my emails back and forth to Liberty, my phone calls too.  These correspondences began on Feb 2 and continued until The Revdex.com stepped in to help.  The refund check came in the mail yesterday.  Thank you again Revdex.com!!
Regards,
[redacted]

Your notice of complaint, dated December 5, 2017, regarding the above-referenced complaint ID has been referred to me for response.  In the complaint, the complainant indicated that she has not received a response from the Financial Aid Office regarding a specific document request. The...

complainant also stated she was selected for verification through “FA red flag” and would like to provide documents needed to clear the review.    Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Revdex.com (“Revdex.com”), dated December 4, 2017.  However, I would be glad to provide some general information based on the information the complainant provided in the complaint.  Regarding the complainant’s request for reaffirmation paperwork from Liberty. When an individual requests documentation from Liberty University’s Financial Aid Office it can take 3-5 business days to process the individual’s request. If the complainant has already made that request, if it has been outside of the 3-5 business day timeframe they are encouraged to contact the Financial Aid Office at [redacted] or e-mail [redacted] This will enable the Financial Aid Office to respond directly to the complainant regarding the status of the request.   In the complaint the complainant indicated they would like to clear up verification. Although details cannot be provided to Revdex.com regarding the status of the complainants account, individuals who are in certain verification reviews at Liberty University can e-mail the Financial Aid Office’s, Program Integrity team at [redacted] with questions related to their review. It is important to note if answers to the individual’s questions have already been provided to the individual by the Program Integrity team then the individual will not continue to receive responses if there has been no changes in status of the individuals review.   I trust this response sufficiently addresses the complainant’s concerns.

Re: Revdex.com ID – [redacted]
 
We are in receipt of your notice dated July 9, 2015,
regarding the complaint ID referred to above. In the complaint, a Masters-level
Liberty student indicates that, not long before their date of graduation, they
were selected for a Fraud Prevention Review. The...

complainant states that they
called the Financial Aid Department for more information but was told the
representatives there could not speak to the complainant and inferred that the
complainant could not receive any further financial aid at Liberty. The
complainant’s account has also incurred a balance because of the review. The
complainant has stated that they would like more clarification as to why they
are being accused of “Obtaining Loans by Fraudulent Means”. The complainant
also indicates they would like for Liberty University to provide copies of all
student records with information clarifying why they were accused of using
fraudulent information.
 
Liberty records show that the complainant was first admitted
to Liberty when they were accepted to the online program on October 30, 2012,
in pursuit of a Masters of Arts in Professional Counseling. As of October 29,
2013, the complainant had sought to receive a Masters of Arts in Human Services
Counseling—Marriage & Family. The complainant has completed 36 credit hours
at the Masters level and, as of May 27, 2015, earned their degree. In their
last semester of attendance, the Spring 2015 semester, the complainant was
enrolled in 6 credit hours, received a disbursement of $7,957 in unsubsidized
loans on April 6, 2015, and received a refund on April 9, 2015.
 
On April 20, 2015, the complainant was selected by Liberty’s
Financial Aid Office’s Program Integrity Team for a Fraud Prevention review.
This action was not a declaration that the complainant was guilty of fraud, but
a University action based on federal regulations (see 34 CFR 668.16(g))
stipulating that the University will review any potentially conflicting
information on the account of a student who is receiving federal financial aid.
On May 5, 2015, the complainant was
informed by e-mail of the review, provided a list of documents they would be
required to provide for the review, and advised that, if all requested
information was not turned in or deemed satisfactory to resolve potential
conflicts within a reasonable amount of time, the federal financial aid on the
student’s account would be returned to the lender. The complainant provided all
the requested documentation; however, the information was not sufficient to
clear the conflicting information that may have been potential fraud. Thus, per
federal guidelines, financial aid was pulled from the account and returned to
the lender on May 11, 2015. This action created the balance that is currently
listed as outstanding on the complainant’s account.
 
Per direction from the U.S. Department of Education’s Office
of Inspector General (OIG), Liberty is not required to divulge the exact nature
of the conflicting information on the account that led to a review for
potential fraud (As the ‘Fraud Prevention’ page on Liberty’s website states: “Conflicting information could include, but
is not limited to, the misrepresentation of a person’s identity by having
another person conduct business on ones behalf without the proper authorization
of a properly executed FERPA Pin number or a Power of Attorney that has
previously been approved and on file. Conducting business for an account
includes signing Federal or Liberty University documentation for another
individual, calling the school portraying to be another person or
emailing/chatting for another person. These actions, without the proper
authorization, are considered misrepresentation with the intent to deceive and
therefore potential fraud”.). This may be to avoid alerting those who
wish to commit fraud and abuse of federal funds on the ways in which
institutions like Liberty detect fraudulent activity. Also per federal
regulations, Liberty’s findings on the student’s account and information
directly related to this investigation have been sent to the Atlanta Office of
the OIG as of June 5, 2015. Any further developments, information or updates on
the investigation and the student’s account will heretofore come from the OIG
unless Liberty is directed otherwise. This includes obliging the complainant’s
request for detailed information explaining why they are accused of fraud and
copies of their student records.
 
It should be noted that it is not the University’s practice
to indicate that students are unquestionably guilty of engaging in fraudulent
activity. Liberty regrets any confusion on the complainant’s part regarding
this specification. While the complaint’s account has been reviewed for
potential fraud and has had information on their account sent to the OIG for
review of the same, Liberty has not labeled the student or their actions
fraudulent. As indicated above, Liberty is abiding by federal guidelines
regarding potential fraud and abuse of federal aid funds.
 
While the
complainant was thus not deemed guilty of any fraudulent activity, as the
complainant has experienced, representatives in the financial aid office
are advised against disclosing specific details to students whose accounts are
being reviewed for potential fraud. This is practiced in order to prevent
individuals who are actually guilty of committing fraud from obtaining too much
information, and to avoid miscommunication about the nature of the review and
Liberty’s investigation wherever possible—students in this review are advised
to keep all communication in writing so that all information provided to and
from the student are easily accessible to Liberty representatives and any other
investigative body that may, at some point, wish to review the information.
Additionally, all Liberty students are routinely encouraged to regularly check
their student e-mail accounts in the event of their receiving any new
information or communication from the Financial Aid Office, their professor, or
any other University areas.
 
As the complainant noted, there is now a large balance on
their account. The balance has resulted from the aforementioned return of their
2014-2015 federal financial aid to the government. Unless Liberty is otherwise
directed by the OIG, the complainant is considered responsible for this
balance. While the complainant could receive an unofficial transcript from the
University at this time, they will not be able to obtain an official copy of
the transcript unless the balance is paid in full. The complainant is thus
encouraged to contact the University’s Office of Student Accounts ([redacted])
to discuss potential payment arrangements for this balance. It should be noted
that, if payment arrangements are not made within a certain amount of time,
Student Accounts will refer the balance to an outside collection agency, which
may charge an additional fee to pursue settlement options with the complainant.
 
There is limited further information the University can
provide the complainant. If the complainant has further questions, they are
advised to contact the OIG. Liberty will not clear the student’s account
balance, provide the student with copies of their records, or remove the
potential fraud hold unless specifically advised by the OIG.
 
Sincerely,

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

The transcript evaluation that is referenced in the complaint was completed on 12-13-16 and an automated email notification, which included the results of the evaluation, was to be sent that same day.  For security purposes, the email is designed to only be sent to a student’s Liberty given...

email address.  However, since the student never claimed his account, his email address was never activated; hence, the email was never sent. Should the student claim his account, the original email should be sent to the student at that time. In reviewing our contact records with the student, it appears that there has been minimal interaction since he applied for admission in December of 2016.  The university did reach out to him on a number of occasions, mostly regarding upcoming acceptance deadlines, and it is true that some of these calls were prerecorded messages. Upon additional review, there is no record of the student ever reaching out to the university in order to express any of the concerns outlined in this complaint. The student is also welcome to contact our Admissions department and they can assist him with going over the evaluation and addressing any other concerns he may have.

After
further research with Liberty University’s bank, the refund was released to the
original form of payment.   Our merchant agreements require us to
refund back to the original form of payment.  We learned that the original
account was closed since November 2015 and was converted to a new account at a
different bank.  The new account had a block that caused the $250 refund
to be sent back to Liberty University.  It was determined that due to the
change in banks, the funds were not able to be located.  Our merchant has
always informed us that if an account is closed, the student would still be
able to request the refund through the bank.  We advised the student to
request the funds at her bank.  Later, Liberty University’s bank was able
to locate the funds on 3/1/2016 since the student and Liberty University are
mutual customers.  Once confirmed, a check was issued to be mailed today
(3/3/2016) to the address on file.  The student was contacted by a manager
on 3/1/2016 by phone (left voicemail) and email.  We received an email
from the student about current status of resolution.  A manager emailed
the student on 3/2/2016 with an update that a check will be mailed on 3/3/2016
and should arrive within 2-3 days.