Excelsior College

Dear [redacted]:I am writing to confirm receipt of student complaint ID [redacted] Thank you for alerting us to this students concern. We have thoroughly reviewed the student account. After review, we can confirm with certainty that we were required to return the Federal Student Aid...

Direct Loan funds as the student was not eligible for them based on his cumulative borrowing of Federal Direct Loans (Aggregate Joan limits [redacted]. The maximum outstanding total subsidized and unsubsidized Joan debt, excluding capitalized Interest, is: • $31,000 for a dependent undergraduate student (no more than $23,000 of this amount may be in the form of subsidized loans).• $57,500 for an independent undergraduate student (or a dependent Undergraduate student whose parents do not qualify for [redacted]). No more than $23,000 of this aggregate amount may be in the form of subsidized loans.• $138,500 for a graduate or professional student (including loans for undergraduate study). No more than $65,500 of this aggregate amount may be in the form of subsidized loansIn response to his assertion that it is an unfair business practice to award a student financial aid and then return the funds, I understand how frustrating It can be, often times when awarding funds for an upcoming year while funds from a current year have not been processed through National Student Loan Data System (NSLDS), a timing Issue can cause such a scenario. Once we identified the NSLDS post screen record we returned the funds. In this case, I would concur with the student that there was a delay in alerting them of our required action to return the funds. This was due to a systematic error that resulted in the student not being flagged as an over-awarded in a reasonable amount of time. While it is clear these funds needed to be returned, I would like to work with the student regarding his balance due to the College. I truly understand how the timing is difficult and creates an economic hardship. Although we maintained compliance with Federal Student Aid guidelines, It certainly created an unpleasant student experience. I will be working directly with the student and our Ombudsman's Office to assist him with next steps. Please let me know if any additional information is required.My best,[redacted]Executive Director of Finance AidExcelsior College

I am writing in response to a complaint received from ID[redacted]at Excelsior College, a currently enrolled studentOur records indicate that this student enrolled in the Excelsior College School of Nursing onDecember 10. 2015 in the Associate of Applied Science (Nursing) degree. She became eligible...

totake the Clinical Performance in Nursing Examination (CPNE) on June 27, 2016 and registeredfor the CPNE on July 5, 2016. Her CPNE application was complete on July 25, 2016 (once all ofthe required documentation were received) and she was placed in the scheduling queue waiting toreceive a date to take the CPNE.Unfortunately the School of Nursing is experiencing a prolonged wait time of 9-12 months for theCPNE, The normal wait time is typically four to six months. Periodically the CPNE wait timedoes increase due to a variety of issues. The School of Nursing is working diligently to rectify thesituation. Please note that there is never any guarantee made to students that the CPNE wait timewill remain at four to six months. The student is certainly welcome to place herself om acancellation list so that she may receive an expedited date if another student cancels their exam.The student mentioned in her lener that she was working with Distance Learning Systems (DLS)and had a contract with them. Please note that Excelsior College has no affiliation with DistanceLearning Systems, which is a test-preparation company. Such companies will offer to helpstudents study for our examinations and some may imply a relationship with Excelsior Collegeand/or make claims that their products and services are all that a student needs to prepare for ourexaminations. Excelsior does not endorse the products or services of test-preparation companies.I hope this information clarifies the matter. Please feel free to contact if 1 can be of furtherassistance.Sincerely,Kathy M[redacted]OmbudspersonCC: James

I am writing in response to a complaint received from ID [redacted], a previouslyenrolled student at Excelsior College.Our records indicate that this student enrolled in the Excelsior College School of Nursingon July 14,2014 in the Associate of Science (Nursing) degree. She was not eligible totake the...

Clinical Performance in Nursing Examination (CPNE) when she withdrew onDecember 5, 2016.Unfortunately the School of Nursing is experiencing a prolonged wait time of 9-12months for the CPNE. This prolonged wait time for the CPNE began to develop in late20 14/early 2015. The normal wait time is typically four to six months. Periodically theCPNE wait time does increase due to a variety of issues. Please note that there is neverany guarantee made to students that the CPNE wait time will remain at four to sixmonths. Students may choose to take the exam at different exam sites and can request tobe placed on a cancellation wait list.The School of Nursing is working diligently to rectify the prolonged wait time for theCPNE. A new exam site for the CPNE is opening in January of 2017. Students whobecome CPNE eligible, register to take the CPNE within five months of eligibility, andwho have no other degree requirements left to complete will receive a waiver of theSSAF.The student's last Student Service Annual Fee (SSAF) of$495 was due on August 25,2016. Paying the SSAF provides an additional year of enrollment and student services.The student chose to pay the SSAF over six monthly installments. On November 15,2016 the student contacted the School, of Nursing and the Ombudsperson office becauseshe was planning to withdraw from the college.   As you can see from the correspondence a partial refund of the SSAF was granted. Thefees paid for exams, courses and enrollment is not refundable.I hope this information clarifies the matter. Please feel free to contact if I can be offurther assistance.Sincerely,Kathy M[redacted] Ombudsperson

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not feel that they have met me in a fair position considering they have yet to provide me with an accepted resolution.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

1 am writing in response to a complaint received from ID [redacted], a currently enrolled studentat Excelsior College.Our records indicate that this student enrolled in the Excelsior College School of Nursing onAugust 22, 2012 in the Associate of Science (Nursing) degree. She became eligible to take...

theClinical Performance in Nursing Examination (CPNE) on June 29, 2015 and registered for theCPNE on Septembers, 2015. Her CPNE application was complete on September 25,2015 (onceall the required documentation was received) and she was placed in the scheduling queue waitingto receive a date to take the CPNE. On July 12, 2016 the student was offered a date to test at theend of July, however the student declined the July test date. The student took the CPNE theweekend of October 7-9, 2016.Unfortunately, the School of Nursing is experiencing a prolonged wait time of 9-12 months forthe CPNE. The normal wait time is typically four to six months. Periodically the CPNE wait timedoes increase due to a variety of issues. The School of Nursing is working diligently to rectify thesituation. Please note that there is never any guarantee made to students that the CPNE wait timewill remain at four to six months.To remain enrolled in Excelsior College students are assessed a Student Service Annual Fee(SSAF). This student's SSAF was due on August 23, 2016. This date was extended ahead toNovember 13, 2016 to allow the student the opportunity to lake the CPNE without paying theSSAF. The School of Nursing has been offering extensions of the SSAF to students whoregistered for the CPNE within five months of becoming eligible to take it and who were alreadycomplete with all other degree requirements. Our records indicate that this student was completewith all her other requirements when she became eligible to take the CPNE in 2015, but herstudent record was not marked to indicate this. As a result she was not offered an extension of theSSAF in 2015. Due to this I have waived the $495 SSAF and S55 Late Fee that the student paidin 2015. The resulting credit of $550 will be refunded to the student.I hope this information clarifies the matter. Please feel free to contact if'l can be of furtherassistance

I am writing in response to a complaint received from ID [redacted], a currently enrolled student at Excelsior College. Our records indicate that this student first contacted Excelsior College to inquire about degree requirements on April 13, 2016. The admissions office did call this student on...

multiple occasions to follow up on his interest in enrolling. On May 19, 2016 the student applied for admission in the BS in Nuclear Engineering Technology with dual degree option for an MBA. He enrolled in Excelsior College on July 25, 2016. The student received course approval for two courses in Fall 1, which began on August 22, 2016, on July 25, 2016. He also submitted a financial aid study plan for four credits that same day. The student was informed by the Office of Financial Aid on August 2, 2016 to seek approval for additional courses in Fall II so that he could be eligible to receive financial aid. Undergraduate students must be registered for at least six credits in a trimester to be eligible for financial aid. The student received approval for three additional courses in Fall 11 on August 3, 2016. He registered for a one credit course on August 12, 2016. The Office of Financial Aid called the student on August 15, 2016 reminding him to register for his Fall courses so that he would be eligible to receive financial aid and informed him that if he had any difficulty registering for courses using his financial aid award to please contact them. On August 16, 2016 The Office of Financial aid spoke to the student and informed him that he had not updated his study plan, in which he had only listed four credits for the Fall I term. In order to be eligible to receive financial aid the student would need to update his study plan to at least six credits overall for Fall 1 and Fall 11. The student received the following message on August 18, 2016: Hello [redacted]. This is a brief reminder that course registration ends on Friday at 11:59PM EST. Late course registration will be available starting on Saturday. To avoid a S25 late registration fee, you should register for courses before late registration begins. Please log in to your MAPlanner to complete your registration. If you wish to receive financial aid. you must register for all courses listed on your financial aid study plan by the deadline. Please note that financial aid does not cover the late registration fee so you will be required to pay the fee out of pocket. Please visit our website for more information on important deadlines and financial aid trimester scheduling: http://www. [redacted].edu. Best wishes in your studies! Unfortunately the student did not register for more than one credit, so he was not eligible to receive financial aid for the Fall I term. He could have still registered for Fall II courses which begin on October 17, 2016 to receive financial aid for the Fall trimester (which is comprised of Fall I and Fall II), but instead he withdrew from his one credit course on August 27, 2016 and incurred 20% tuition liability in the amount of $142. The student's course approvals for the Fall II term have expired, however he can have these course approvals reinstated, update his financial aid study plan, register for the Fall II term and be eligible to receive financial aid for the Fall trimester. If he does all of the above at this time he may be awarded enough financial aid to also cover the $142 balance from Fall I. I hope this information clarifies the matter. Please feel free to contact if I can be of further assistance. Sincerely, Kathy M. Ombudsperson

I am writing in response to additional concems regarding complaint ID: [redacted].In her complaint the student maintained that she was informed by an admissions staffmember that the college would be there to help her be a successful student. This is anaccurate statement. There are several online resources available to students on theExcelsior College website and embedded within the courses to help them navigatethrough their courses.The course demonstration [redacted] walks studentsthrough the online course layout, explains the appropriate use of messages and where tolocate them within a course, describes discussion questions and how to post a discussionthread and how to reply to a discussion thread, how to locate and submit assignments andassessments and where to find their grades. This resource is available to anyone whoenters the Excelsior College website.Techincal Support is available 24 hours a day to students in online courses. Instructorsmay also assist students who need basic help maneuvering through courses. There is norecord that the student ever contacted our Technical Support team,Students have access to Student Success Coaches and the Student Success Guide([redacted]) which offers study plans and tecliniques, time managementskills, etc.In an online environment it is imperative for students to utilize the resources available tothem to be successful in their courses.Summer II courses started on June 27, 20*6. As indicated in the course syllabus studentsare required to post an introduction message to the discussion board, answer a discussionquestion and respond to other student's discussion postings.In BIO 2*2 the only correspondence that the student had with the instructor was thefollowing message that she sent to the instructor on July 2, 20*6:Hi:My name is My husband and I are living in . I am an LPN, travel nurseso, I am here in Baltimore, MD. I was in the nursing program *6 years ago andsomething happened in my life and stopped. Here I am. Last two weeks was so over dueto Job situations but now, I am much better condition. I am looking forward to studyingHuman Anatomy and Physiology!!!The instructor responded back that same day:Hello !Great to hear from you and thank you for the introduction!:)Please make sure to post this introduction to the discussion board by clicking"Discussions " in the left hand column here on Blackboard. Once the discussion pageopens in the main area of the screen, click "introductions ". There you 'II want to "createthread", enter your text and submit!I look forward to working with you!Kind regards.Prof. A[redacted]The student did not post to the discussion board and withdrew from the courses the nextday, May 3,20*6.In BIO *05 the only correspondence that the student had with the instructor was thefollowing message sent on July *,20*6:Dr. DI am still unsure about the all steps your course but I am trying to get better and easier toopen the your class. So far. How am I doing? I have a problem text books. It will be herein Baltimore, MDJuly 6.* do not have able to " Staining Laboratory Simulation". Please,let me know what should I do it.Thank you,The instructor responded back the next day:I suggest that you first take a tour of BLACKBOARD *00 (you will find the tab on the left side ofthe screen under 'LEARNING RESOURCES' to learn about how to post In discussion etc.Please do this ASAP.It Is too early to say how you are doing. I have not graded anything.I am sorry, I don't know what you mean by "I have a problem textbooks", and I am not sure whyyou do not have the Connect account. The code comes with the book, and all your tests, examsand labs are to be done on CONNECT. So without the code, you can't do anything. You will haveto purchase it.Dr. D.The student submitted her discussion posting on July 2, 20*6, but she sent it to theinstructor through a message, The instructor responded back to the student requesting herto post her discussion posting in the discussion board so that other students could readand respond to it. The student never responded and withdrew from the course the nextday.Please feel free to contact me if you have any additional concerns.Sincerely,Kathy M[redacted]OmbudspersonCC: Jim B[redacted], President