Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Nursing and Health Care Professions Regional Director of Operations [redacted] and, based on that review; GCU has determined that Ms[redacted] complaint was previously resolved.In the previous response GCU explained how the balance of $542 was created. In July 2011 GCU’s Office of Financial Aid conducted a review of Ms. [redacted] account and discovered that she was over awarded financial aid. This occurred as a result of an employee discount which Ms[redacted] was eligible for but was not processed on her account until after her financial aid had posted to her account.  As Ms. [redacted] received both financial aid and an employer discount, the amount of financial aid she received was over the amount she was eligible for.  As a result, GCU was required to either return the overage of her financial aid or return the employer discount which had been applied to her account.  GCU returned the financial aid overage. The return reduced the student loan amount by $542. Thus, this created a $542 balance on Ms[redacted]’ account which she is responsible for.  Ms. [redacted] diploma was sent to her on June 22, 2011 and her account was moved to graduated status because the review of her awards had not been processed until after that date on July 21, 2011. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of Operations College of Nursing and Health Care ProfessionsGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’ complaint and we value the opportunity to respond.  The issue has been reviewed by the Business Division Regional Director of Operations, [redacted] and, based on that review, GCU has determined that Ms....

[redacted]’ complaint was appropriately resolved. This determination is based on the following information:On November 10, 2014 Ms. [redacted] was advised by GCU that she would only be charged 25% for her UNV 103 course that she started October 27, 2014. As an additional customer service courtesy, GCU reduced her LMS (Learning Management System) Fee to only 25% of the total fee as well. A breakdown of Ms. [redacted] ledger is as follows: Account Charges Prior to Customer Service Reductions400.00 Learning Management System Fee1860.00 Tuition for UNV 10385.00 Canyon Connect Fee7.01 Sales Tax= 2,352.01Current Account Charges100.00 Learning Management System Fee465.00 Tuition for UNV 10385.00 Canyon Connect Fee7.01 Sales Tax= 657.01- 138.00 (Federal Pell Grant Earned by Student)= 519.01 Current balance on accountGCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information and actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsGrand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint and we value the opportunity to respond.  The issue has been reviewed by [redacted], Regional Director of Operations College of Education and, based on that review; GCU has...

determined Ms. [redacted]’s complaint requires further action. This determination is based on the following information:

The Principal Pilot Test mentioned in Ms. [redacted]’s complaint is not a GCU sponsored program.  [redacted] was responsible for administering the Principal Pilot Test.  In addition, [redacted] is contracted with the Arizona Department of Education to provide the Arizona Educator Proficiency Assessments (AEPA) program.  The Principal test went through an update and as part of that update; Pearson reached out to various Arizona universities and colleges to assist in a pilot testing. Therefore, in regards to Ms. [redacted]’s request regarding compensation for participating in the Principal Pilot Test, Ms. [redacted] can contact [redacted] at [redacted] or she can contact [redacted] at [redacted].  

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  

Sincerely,

Regional Director of Operations

College of Education

Grand Canyon University

Dear Revdex.com,

 

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]...

[redacted]’s complaint and we value the opportunity to respond.  The issue has been reviewed by the [redacted], Senior Vice President, College of Doctoral Studies.  Based on that review, GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:

 
From 9/15/2014 to 9/19/2014 we were in communication with Ms. [redacted] every day attempting to resolve this matter.

On 9/19/2014 we spoke with Ms. [redacted] and advised she no longer owed a balance of $1,995.00.  She advised this matter was resolved to her satisfaction and did not require any additional assistance.
 

 

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 

 

Sincerely,

 

[redacted], MAOM

Senior Vice President, College of Doctoral Studies

_________________________________________

Grand Canyon University

###-###-####-[redacted] Toll Free

###-###-#### Office

[redacted].[redacted]

Dear Revdex.com,

 

Grand Canyon University (“GCU”) is in receipt of [redacted]’s complaint and...

we value the opportunity to respond.  The issue has been reviewed by the Business Division and, based on that review, GCU has determined that Mr. [redacted] complaint was appropriately resolved. This determination is based on the following information:

 

Issue
Student contacted Student Service Advisor (SSA) various times

The student’s concerns were not addressed in a timely manner by the SSA

 

Student conversation and Resolution

Student Services Manager spoke with student on 3/3/2014

Student Services Manager is sending student statement of fees on 3/4/14

Student Services Manager is recoding student to new SSA as requested by student

Student is happy with this resolution
 

 

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 

 

Sincerely,

Assistant Vice President/ KBCOB & CAS

Grand Canyon University

Grand Canyon University is straight up lieing. I didn't purposely wait for anything. I am disability social security. During this monitoring period with my student loan discharge, social security has at several times re-examine me for continued disability benefits. I was sent to their doctors and based on the medical evidence during this period. I was found to be disabled still within the social security guidelines. You call them today. Social Security will say that I am disabled by their definition. The family medical doctor a general practice medical doctor states that I am able to work at least part time or less. Even social security allows this to people who are disabled. So, no one can say that I am purposely doing anything like what grand canyon is accusing me of when I have the Social Security Administration backing me and says otherwise. U.S. Department of Education has no problems with this and considers this a violation of my civil rights. All this is a punishment for me having a disability.

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education Regional Director of Operations [redacted] and, based on that review, GCU has determined that [redacted]...

[redacted] complaint was appropriately resolved.  This determination is based on the following information:[redacted] began his program with Grand Canyon University on March 5, 2015.  On March 11, 2015 [redacted] Teacher Education Specialist, [redacted] began the process of emailing [redacted] the instructions for the fingerprint clearance process.  [redacted] was instructed to follow the same process as all Nevada students for fingerprint clearance.  [redacted] and [redacted], [redacted] Student Service Advisor regularly communicated the importance of [redacted] completing his fingerprint clearance paperwork.  On April 7, 2015, April 22, 2015 and May 11, 2015 [redacted] attempted to reach [redacted] to complete the fingerprint clearance paper work.  On May 28, 2015 [redacted] stated he had finally completed the paperwork.  On August 18, 2015 [redacted] fingerprint clearance came back with issues so at that point he is required to complete the [redacted] fingerprint clearance process.  This is the same process for all students who have a charge on their FBI fingerprint clearance.  However, [redacted] became upset because and said he did not want to complete the [redacted] process and be held out of class.  Unfortunately, [redacted] remaining courses all have practicum, therefore he cannot continue until verification of the [redacted] fingerprint clearance is complete.  In regards to [redacted] tuition, Grand Canyon University will not refund any of his tuition as he successfully completed all three of his courses while completing the fingerprint clearance process.  [redacted] decision to not continue in the program because he must comply with [redacted] regulations does not warrant any tuition refund.  GCU worked with [redacted] from the very start of his enrollment on March 5, 2015 to get his fingerprint clearance paperwork completed; however he chose to wait until May 28, 2015 to complete it.  Grand Canyon University would like to have [redacted] continue into his program after he completes the [redacted] fingerprint clearance process; however it must be completed before he can enter his next course.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]College of EducationGrand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint and we value the opportunity to respond.  The issue has been reviewed by [redacted], the Executive Vice President of Operations for the Traditional Campus and, based on that review, GCU has...

determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information.

With regard to Ms. [redacted]’s syllabus change concerns:

• Ms. [redacted] began attending Grand Canyon University in the Fall of 2013. She enrolled in the Bachelors of Arts in English Literature with a Minor in Biblical Studies. In the fall semester, Ms. [redacted] completed 16 credits (4 courses) which all met the outlined requirements of her major course of study at that time, English Literature program.

• Ms. [redacted] attended the Spring 2014 semester in the same English Literature/Biblical Studies program and was enrolled in 16 credits (4 courses), but dropped a course, reducing her credit count to 12 (3 courses).  All credits applied to her program when she started the semester.  In total, Ms. [redacted] earned 28 credits that applied to her original program of study, English Literature/Biblical Studies

• On February 12, 2014, 5 weeks after the semester began, Ms. [redacted] decided to change her program to a Bachelors of Science in Forensic Science. At this point in the semester, it was too late for Ms. [redacted] to make adjustments to her schedule for the Spring semester as the add/drop period had ended. Ms. [redacted] completed all coursework that was in progress at the time of her program change that semester. 

• When a student changes their program, especially in this situation from a Bachelor of Arts to a Bachelor of Science, credits earned from one program may not apply to the graduation requirements of another. The University tries its best to ensure as many credits apply as possible, but must abide by accrediting and other regulatory standards that govern program content. In Ms. [redacted]’s case, 8 credits (2 courses) completed as a Bachelor of Arts in English Literature/Biblical Studies did not apply to the Forensic Science program that she switched to. This was not due to a change in University policy or a syllabus change.  This stemmed from a request Ms. [redacted] made to change programs.

• While enrolled in the Forensic Science program, Ms. [redacted] sought approval from her Student Services Advisor to take a math course at a community college over the summer.  If completed and she passed the course, this would have met the Math requirement in Forensic Science.

• Ms. [redacted] worked at GCU in the evaluation office as a Student Worker, where she evaluated transcripts for transfer students. She was aware of the loss of 8 credits in the Forensics program and discovered that if she changed to the Bachelor of Science in Nursing program, she would not lose any credit at all, so she contacted GCU and made the program change on July 22, 2014.  At this time, she was already taking the community college math course that applied to her Forensics program, but unfortunately was not required for the Nursing program she was switching to. 

With regard to Ms. [redacted]’s financial concerns:

• Ms. [redacted] chose to live on-campus over the summer, and incurred $1632 in charges for housing. Ms. [redacted] met with her Student Services Advisor on April 10, 2014 and was reminded that all summer charges must be paid for by June 15, 2015. 

• On April 25, 2014, Ms. [redacted] set up a payment plan with her Student Services Advisor.  Ms. [redacted] agreed to pay her balance in two installments (one in May and the final payment in June). 

• The terms of this payment arrangement were not met. Payments were made towards this balance as follows: 

05/24/2014 $800.00

06/07/2014 $25.00

07/19/2014 $200.00

07/23/2014 $35.00

08/19/2014 $80.41

Total payments received: $1140.41

Remaining Balance: $491.59

• The balance owed is from housing services rendered during the summer semester, and the charges on Ms. [redacted]’s account are valid.  

GCU contacted Ms. [redacted] and her mother on Tuesday, August 26 to review the program change series of events and also offered to work with them on an adjusted payment arrangement because of their current financial situation. GCU invited Ms. [redacted], who was currently in Avondale AZ at the time, to campus for an appointment to review her options. Ms. [redacted] stated wanted to withdraw and return home to [redacted] where her mother currently resides and was not interested in meeting to further discuss or resolve the matter.

GCU’s policy prohibits the release of transcripts when there is a balance on account. GCU will promptly release the transcript once the balance is resolved.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,

[redacted]

Executive Vice President, Traditional Campus Operations

Grand Canyon University

Grand Canyon University (“GCU”) is in receipt of [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Executive Director, Student Services in the College of Doctoral Studies, [redacted] and, based on that review, GCU has determined that Mr....

[redacted] complaint was appropriately resolved. This determination is based on the following information: It is Mr. [redacted] complaint that he received an F and his Instructor refused to speak with him. This appears to be related to the [redacted] course which Mr. [redacted] completed between May 22, 2014 and July 16, 2014, as he did receive a failed grade in that course. Per University records, Mr. [redacted] posted 67 new threads in the online individual forum over a period of 8 weeks, frequently posting between 3-6 new threads the same day and often within a few minutes of each other. While each of these posts did not receive a separate response, there is no indication that the Instructor refused to speak with Mr. [redacted].  University records indicate that his Instructor responded as late as July 13, 2014 to some of Mr. [redacted] questions in the individual forum.  In addition, he was responsive to Mr. [redacted] posts in the main forum as well as to the questions presented in the instructor forum.  As well, his Instructor was compliant with service and feedback deliverables. The University can find no evidence to suggest that Mr. [redacted] Instructor refused to communicate with him. In addition to the above information, University records indicate that between May 22, 2014 and July 16, 2015, Mr. [redacted] also called in to speak with the Student Service Advisor team twenty times and those conversations with Mr. [redacted] were each geared to help guide him through the dissertation process. While the Student Service Advisors could not give feedback on his work quality, Mr. [redacted] was repeatedly counseled on the proper steps that needed to be taken and he repeatedly advised he understand what was expected of him. In regards to the grade Mr. [redacted] received in his [redacted] course, Mr. [redacted] did not provide work to the expectations of the course rubric and assignments, nor were they submitted in the proper course drop box location.  He received a non-passing grade primarily due to the grade he received on his week 7 submission as he did not properly submit the assignment via the assignment drop box as is the standard procedure in all GCU online courses and as is documented in the University Policy Handbook.  Additionally, the feedback from Mr. [redacted] instructor on his week 7 prospectus submission is substantive, contains embedded comments regarding the content, issues with APA formatting, and writing mechanics. The feedback was very thorough and reflected the issues with Mr. [redacted] submission.  An auto-rubric was also provided to Mr. [redacted] to reflect the calculation of his grade. As well, feedback was provided to him in detail for his week 1 Individual Success Plan (ISP) and the Week 4 10 Key Strategic Points. As for Mr. [redacted] complaint regarding the continuation of courses, on August 24, 2011 Mr. [redacted] signed his enrollment agreement and in doing so acknowledged his understanding that he granted permission for continuous enrollment.  He also acknowledged having received Grand Canyon University Policy Handbook, Academic Catalog and Student Handbook available to him at the website www.my.gcu.edu and that he understood he could receive the most up-to-date information at this site to include completion requirements.  The continuation policy is also located in the University Policy Handbook.  Continuing courses are also discussed during the student’s welcome call and it is standard practice during the Dissertation Student Service initial conversation.  It is also discussed in the [redacted] (Doctoral Community Network) which is a vibrant online learning community that allows scholars to create and share content related to their respective discipline with other learners and faculty members at Grand Canyon University. Interactive communication, instant notification of new content, and indexed search functionality enable collaboration and connection among individuals with similar academic interests. In regards to Mr. [redacted] claim that he was removed to another graduate program, on July 17, 2014, the Dissertation Student Services Manager and the Dissertation Student Services Advisor reviewed in detail with Mr. [redacted] the options available to him after he failed his dissertation course.   During this conversation Mr. [redacted] was also counseled on the option of changing to the Education Specialist program.   This option was presented as one of several options available to Mr. [redacted]; however, it was never presented as his only option nor was he forced into the new program.  Given the substantive feedback offered to Mr. [redacted] during each of his courses, the University believes the academic process and his grades were appropriately administered.  Mr. [redacted] was not forced to change programs, but was offered a non-dissertation program offering as a way to complete an advanced program.  He pursued that option, but it was not a requirement.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Executive Director of Student ServicesCollege of Doctoral StudiesGrand Canyon University

I have reviewed the response 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.I disagree with the response submitted by [redacted] because her report contains many inaccuracies. I have included emails to back up what I am saying and would like [redacted] or someone higher up to take the time to look over all of the emails and documentation that I took the time to provide before a final decision is made.  As a student, I feel like there have been way too many people handling my account and misinformation was provided to me.  As you can see from the emails, I have had numerous academic and financial advisors.In response to the statement regarding me changing my program, I did initiate the change of program.  I signed up with my original program in June 2011 (see email from [redacted]).  I also attached my original program of study.  I was contacted by [redacted] in May of 2013 and told that my original program was no longer being offered by GCU and I would have to sign a new enrollment agreement.  He stated that the courses that I had previously took would count towards the program.  (Please see emails below between [redacted] and myself) In response to not taking advantage of the $2200 that I was emailed about: I contacted [redacted] who sent me the email about the $2200 (email below) and was told by her that the email was a mistake and it could not be offered to me. She never offered other options to me at that time.    GCU did provide me with a tuition credit in the amount of $1,890 but that was only because I retook a class that I had previously dropped and passed it so on 8/1/13 GCU applied the credit the academic year in which the drop fees occurred.In regards to the partnership discount, GCU does have a partnership with my employer and it is the Long Branch Board of Education.  (Please see documentation)  I have always listed this employer.  Please see emails to [redacted], [redacted], [redacted] and [redacted] regarding the partnership discount.  I find it very hard to believe that there is no documentation on file regarding this when I contacted all of the above people regarding it, filled out an MOU with [redacted] and also faxed one to [redacted] Nelson.I did not continue after my second course because I was told by [redacted] that I would have to pay the balance before I could take any further classes.  As a single mother of four children, I was unable to pay that large of a balance without putting myself in further financial difficulty.  In response to over 15 follow up attempts to work with me on ways to resolve this balance went without follow through is not accurate.  I was not provided any other options other than to apply for a Grad Plus Loan.  I was not offered any other options because if I was, I would have tried to rectify the situation.  (I had a payment arrangement in 2012 for something else and followed through with that)I understand that GCU has a business to run and need to receive payment for services.  However, GCU is a Christian based University and I feel that either the University is not being totally honest or [redacted] is not being provided with all of the information in my case.  I also understand that people change careers in life, but find it very unfair that my academic advisors changed so much and I would not find out until I called looking for someone who no longer worked at GCU.  I would love to obtain my degree and go back to Grand Canyon University but, I will not be able to do so until some type of solution is offered.Regards,[redacted]

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Nursing Health Care Professions [redacted] and based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:On 10/1/15 Ms. [redacted] submitted her appeal to Student Services Manager [redacted] for review. On 10/22/15 Ms. [redacted] sent [redacted] an email asking the status of the appeal. [redacted] responded to Ms. [redacted] email on 10/22/15 reviewing the appeal timelines from page 72 of the University Policy Handbook which can be accessed from the following link:2015-2016 Fall Policy Handbook http://www.gcu.edu/Academics/Academic-Integrity/Policy-Handbook.phpApp...⇄ Timelines: The University makes every effort to come to a decision and notify the student within 15 business days of receipt of the appeal. However, in some cases the investigative process may lengthen this timeframe.On 10/22/15 [redacted] received the decision of the appeal and contacted Ms. [redacted] explained to Ms. [redacted] that her appeal was approved and she would receive a letter in the mail explaining the decision. On 10/26/15 Ms. [redacted] returned to her courses. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsCollege of Nursing and Health Care ProfessionsGrand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Business Division Regional Director of Operations, [redacted] and, based on that review, GCU has determined that Ms....

[redacted] complaint was appropriately resolved This determination is based on the following information:

Ms. [redacted] originally started attending Grand Canyon University on May 4, 2009. She attended until April 25, 2011 at which time she dropped out of attendance with Grand Canyon University. Ms. [redacted] then decided to return to Grand Canyon University on February 14, 2012 which was approximately 9 months after dropping out of attendance.  During that 9 month break Ms. [redacted] attended another school and received Financial Aid from that school. When Ms. [redacted] retured to Grand Caynon University on February 14, 2012 she did not disclose to GCU that she had received Financial Aid from a different university.  When GCU checked her 2010/2011 [redacted] to clear her for the February 14, 2012 start date which would be the 2011/2012 financial aid year, there was no loan showing dispursed by another university. Therefore, GCU awarded Ms. [redacted] financial aid based on her not using any Finacial Aid for that year with any other university. GCU brought in the full amount of Financial Aid for Ms. [redacted]’s 2011/2012 financial aid year and issued Ms. [redacted] stippened checks on March 22, 2012 in the amount of $3510.90, on September 6, 2012 in the amount of $485.50 and on September 16, 2012 in the amount of $2784.45 which totaled $6,780.85. After Ms. [redacted] started attending classes GCU was then made aware that she atteneded another university and used funding from her 2010/2011 [redacted] for the 2011/2012 aid year which caused an over lapping loan issue.  As a result, GCU was required to return Financial Aid due to this overlap in the amount of $7,277.  In-turn this created a balance on Ms. [redacted]’s GCU account in the amount of $5,266.00.  A detailed account break down is attached. 

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,

Regional Director of Operations

Grand Canyon University

After reading the response by Grand Canyon University I can honestly say that Tara P[redacted] and Ms. L[redacted] are very confused regarding the days they tried to reach me with no success.  I can also say that no one reviewed the policies regarding how much time a student has to withdraw from a class before being charged the full balance. I dropped the class on 4/23, this was on a Saturday, as soon as I received my grades and feedback from the instructor. The instructor took 30 points off of my grade. 10 points were taken off because I wrote too many words (150 words over but after taken off the title page and references I was only 30 words over), she took another 10 points off because she claimed I didn't respond to enough students in my discussion post, another 10 points were taken off because she claimed I was late on one assignment. First of all, I have never heard of such a policy that an instructor takes off points for 30 extra words, secondly, I called Ms. L[redacted] to find out how many posts I had to write each week and the information she gave me was wrong, and lastly, I never handed anything in late! My submission date reflected the due date. I took a picture of this and sent it to my instructor! She informed me that I would have to speak to the technical department! It was very easy to see that the date I submitted the paper was on the due date. My work for the first week was excellent but all points that were taken off could've been avoided had someone told me the policies, rules, and showed me how to navigate, etc. I attempted to reach my instructor via e-mail, telephone call with a voice mail, and then I sent her a text message. Her response to me was to speak to my enrollment counselor.
 I was never given a walk through and because of this, I was lost! Tara P[redacted] tried to call me one time and I returned her call. She was celebrating her birthday and apologized for not getting back to me. This was at the end of the day, before school started. She also told me that she was taking the next 2 days off.  She told me she would call me Monday, 2 days before school began and she did not call me. I never received a welcome call from Ms. L[redacted] or Tara P[redacted]. If Tara P[redacted] or Ms. L[redacted] gave me a welcome call and explained the policies, rules, and withdraw deadlines then I would like to hear this taped conversation! Or let the Revdex.com listen to it.
Grand Canyon University records each and every phone call that they have with the students. These conversation must be taped for a reason! Let Grand Canyon do an investigation and listen to the recorded telephone calls. Once Tara P[redacted] enrolled me in class I had a very difficult time reaching her. She told me that we would be working together throughout the entire program. She failed to mention that Ms. L[redacted] was going to be my academic advisor. Those conversations are also taped and recorded. 
Grand Canyon University has no right to charge me for 8 weeks of classes when I attended for one week. I have NEVER heard of such strict withdraw policies. This is something that is vital for all students to know. In other schools, this information is given to all students, in writing,when you register for classes. This school doesn't have a registration office, or a financial aid office. Before Tara registered me for classes I was mislead by her. She didn't have the answers so she just said what I needed to hear, especially in regards to her being the only advisor I would have. No one tried to contact me to help with the LoudCloud system. If I was told by Tara that she would be my only contact person then why did I have to speak to four different people?  Before classes began, I spoke to Ms. L[redacted] and she asked me if I had done the walk through yet. I informed her that I had not done this yet. She told that this was something that Tara would be reviewing with me. This failed to happen. I did miss one appointment but we spoke the following day. The taped conversations will reveal the truth. This is why they tape them. No one ever talked to me about the withdraw process. I was offered to take the class over but after all of this confusion and unanswered questions I decided that this school was not a good fit for me. I refuse to pay for a service that wasn't rendered. As I have mentioned before, Grand Canyon University should make their withdraw policy known to each and every student. I am sure this has happened to others! Please listen to the taped conversations. Let the Revdex.com hear the taped telephone conversation that I had regarding the withdraw policies, the review of the Loud Cloud system, and the promise of being my only advisor. 
This is far from being settled. The truth has to be revealed and this should be taken very seriously!
Thank you,

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Associate Vice President, [redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint...

was appropriately resolved.  This determination is based on the following information:Ms. [redacted] started class with GCU on 7/9/2015 and withdrew from class on 7/21/2015 with her last date of attendance on 7/17/2015.  GCU’s Course Tuition Refund police as outlined in the student handbook states that there will be no tuition refunded during or after the second week of class. GCU records indicate that Ms. [redacted] was actively attending her online class between 7/9/15 and 7/17/15 thus all charges are valid.  In addition to the above information, prior to starting class Ms. [redacted] received a welcome call in which the drop policy was covered.  That call took place on 5/28/2015.  Leading up to the call Ms. [redacted]’ Student Services Advisor (SSA), [redacted] attempted to contact her sooner for the welcome call on 5/18/2015, 5/21/2015 and 5/27/2015 and when he was unable to reach Ms. [redacted], he sent emails to her regarding GCU policies which included the refund policy.  In all three of those emails the following information was outlined:Drop Policy: If a course is dropped prior to the start date you will not be charged for the course. If you start a course and formally request to drop before week 1 ends you will be charged 25% for that course (canyon connect charge remains the same). If you drop or request to drop on or after day one of week two you will be charged the full course tuition.As well, the following refund policy is also outlined in the GCU Student Handbook: Course Tuition Refund – (Page 85 of Student Handbook)The University will refund tuition according to the following policy unless a student attending courses online is a resident of a state that requires the University to follow different guidelines. These state policies are listed in the State Refund Policies section of this handbook. Refer to the Official Enrollment Status Change section of the University Policy Handbook for a complete explanation of the University’s Withdrawal Policy.Nontraditional StudentsStudents who drop/withdraw from a course/all courses are eligible for the following refund:Before Week 1................................................ 100% tuition refundDuring Week 1 ................................................. 75% tuition refundDuring or after Week 2 ................................................... No refundGCU records also indicate that SSA [redacted] reached out to Ms. [redacted] on 7/16/2015. He left her a voicemail and also sent her an email in regards to her low grades in the class and advised her to email her instructor if she was having any issues in her course as she was coming down to the final two weeks of class.  On 7/17/2015 Ms. [redacted] replied that she was away from home and with her parents back east for their 50th wedding anniversary party but that she would email that day.  However, the next email received from Ms. [redacted] was not until 7/23/2015 in which she stated that she wanted to withdraw from her class.  Therefore, as stated above Ms. [redacted] balance is due and owing.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Southwest DivisionCollege of Education

Grand Canyon University (“GCU”) is in receipt of Mr. [redacted]’s rebuttal complaint/comments and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted] and, based on that review, GCU has determined that Mr. [redacted]’s complaint was appropriately resolved.

Mr. [redacted] communicated to his Academic Advisor in a voicemail on March 26th, 2012, that his son was in hospital and wanted to know what his options were. Despite seven returned messages from Mr. [redacted]’s Academic Advisor, GCU was unable to get in contact with Mr. [redacted] until April 3, 2012.  During this conversation they created a plan for Mr. [redacted] to catch up in his class.  Unfortunately Mr. [redacted] did not follow through on the plan and was automatically withdrawn from the class. This information and the financial ramifications were discussed with Mr. [redacted] on April 16, 2012. Despite 16 attempts to offer solutions for resolution prior to Mr. [redacted]’s account being sent to collections, GCU was again able to reach Mr. [redacted].

Given the nature of the situation for withdrawing from the class, GCU is willing to honor the original resolution it would have offered Mr. [redacted] in 2012.  If Mr. [redacted] would like to return to GCU, his balance will be removed from his account and he can proceed with his program.  

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  

Sincerely,

College of Education - Central Region

Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted] and, based on that review, GCU has determined that [redacted] complaint was...

appropriately resolved. This determination is based on the following information:[redacted] was appropriately enrolled into her education degree program at the initial time of her enrollment.  Any degree in which a person is seeking licensure in teaching requires an individual to go through some form of a practicum or internship program prior to a student receiving an institutional recommendation before seeking licensure from a state board.  [redacted] was unwilling or unable to complete the student teaching aspect of her program therefore, she switched to the Bachelor of Arts in History program.  In regards to [redacted] complaint that she was placed in courses that she had previously taken at another institution, Grand Canyon University was unable to obtain her transcripts from the [redacted] due to an institutional hold that [redacted] had on her account for an outstanding balance.  Upon receipt of her official transcripts GCU did offset the cost of the courses that she did not need to take and offered a scholarship in lieu of the unnecessary coursework.  The balance that [redacted] owes to Grand Canyon University is valid and will no fees and charges will be removed from her account.  The reason for her balance is not due to any GCU error, but due to the fact that [redacted] was unable to continuously be successful in the classroom.  [redacted] was academically suspended in 2009 due to excessive non-passing grades and course withdrawals which dropped her GPA below standard academic progression requirements.  In 2010 [redacted] filed for and was approved for reinstatement into her program where she immediately received another non-passing grade in course HIS/331 from 5/31/2010 – 7/25/2010 and was academically suspended again for failing to meet the terms of her reinstatement.  Once [redacted] settles her balance with Grand Canyon University her transcripts would be eligible to be released to her.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsGrand Canyon University

I remember specifically explaining to Jesse over the phone after the first incident about how I need for the FASFA information and student aid to go through because this is what I rely on in order to continue my education besides taking out student loans. As mentioned in the response, yes, I am aware of the primary and secondary methods of payments which I have not had an issue with prior and has been taken into action before, but this was never an option on these two occasions. I was under the impression of the verification process that I was "selected" for, however I did keep my advisor in the loop of what was going on with the entire process since my father had filed numerous extensions for the tax return in question. Why couldn't the balance that is owed be taken out of my student loans?  In addition, I received a call from Daniel D[redacted] Tuesday the 8th conveniently after I had filed a complaint with the Revdex.com 4 days prior.  In addition to the dates that are being addressed in the response, those being, January 28, 2016; February 4, 2016; February 12, 2016; February 19, 2016 and February 26, 2016, I checked my email to validate the dates but I am not seeing any emails from anyone from GCU regarding these incidents on alleged dates. The voicemail's that I had also received were on January 5th, January 6th and January 22nd. I had attempted as well to contact Jesse via phone call after I got off work since I work a odd shift and never received phone calls back. I don't know if the messages did not go through or not as well.  
If I plan to pay off this bill in total in order to receive my transcripts,  what types of loans will I have to take out? I have tried to take out numerous loans but since you are a private university the policy is different. I want to solve this issue as soon and smoothly as possible so that I can continue my education else where.

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Nursing Health Care Professions [redacted] and based on that review, GCU has determined that Ms. [redacted]...

complaint was appropriately resolved. This determination is based on the following information:On May 1, 2014 Ms. [redacted] spoke with her Student Services Advisor, [redacted] and stated that she was going to “sit out for a while”.  On May 18, 2014 Ms. [redacted] unsuccessfully completed [redacted].  This was her last day of attendance with GCU.   Between June 24, 2014 and July 18, 2014 Ms. [redacted] attempted to contact Ms. [redacted] numerous times via telephone and email in order to discuss her return however, she was unable to reach her.  On August 15, 2014 Ms. [redacted] spoke with Ms. [redacted] and confirmed she would return to her classes on October 6, 2014.  However, on September 12, 2014 Ms.  [redacted] received notice that the October 6, 2014 class was shut down so she placed Ms. [redacted] into the September 29, 2014 course instead and attempted to reach her to inform her of this information.  Ms. [redacted] was unable to reach her by phone so she sent her a detailed email with the information.  On October 2, 2014 another SSA attempted to reach Ms. [redacted] as she did not post into the course.  As GCU was unable to reach Ms. [redacted] she was removed from the course for nonattendance.  Ms. [redacted] next course was scheduled to begin on November 10, 2014; however, Ms. [redacted] did not post into this course either so again, she was removed from the course for nonattendance.  At this point, Ms. [redacted] was out of attendance for over 180 days thus she would have needed to complete a new Enrollment Agreement and would now fall under the current version of her program. If Ms. [redacted] had returned by October 27, 2014 she would have remained in the previous version and would have had only three courses remaining to complete her program of study.    However, GCU was unable to reach Ms. [redacted] until January 22, 2014 at which time Ms. [redacted] spoke with her about returning, sent her a new agreement and advised her that she would now fall under the new program.  Ms. [redacted] never returned the new enrollment agreement.  GCU did not hear from Ms. [redacted] again until August 2015 and since she was out of attendance for so long, she was considered a new enrollment.  Ms. [redacted] Enrollment Counselor informed her of this but to date, Ms. [redacted] has not re-enrolled with GCU.In addition to the above information, by signing her enrollment agreement on October 12, 2012, Ms. [redacted] acknowledged her understanding that all University programs follow a Program of Study which can be changed by the University at any time.Since Ms. [redacted] still had three courses remaining in order to complete her degree at the time she fell out of attendance, an approved appeal would be needed for GCU to put her into her prior program version.  Ms. [redacted] can submit an appeal requesting to return to the retired program version to finish degree requirements and if the appeal is approved GCU will be able to re-enroll Ms. [redacted] into her previous program version.  Appeals procedures can be found in the Student Policy handbook on page 67.  Students must initiate the appeal by contacting their Student Services Advisor. The Student Services Advisor will gather the information and route to the appropriate parties at the university. All supporting documentation should clearly and explicitly describe the appeal (including the actual policy being appealed), demonstrating he or she attempted in good faith to resolve the issues with the involved parties. Students are strongly encouraged to discuss the intended appeal with a Student Services Advisor prior to submission.  On September 23, 2015 Student Services Manager, [redacted] sent Ms. [redacted] a detailed email with this information.  However, to date, Ms. [redacted] has not contacted him or anyone else at GCU regarding an appeal.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsCollege of Nursing and Health Care ProfessionsGrand Canyon University

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,