Grand 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.As stated in...

my first response, when enrolling in classes, I was told that my previous courses would transfer.  i was put in classes that were already taken.  then further into my academics at GCU, I enrolled in a few classes and prior to the time frame I asked to be removed from a couple because the course load was to many.  No matter how many calls were made, there was NEVER a straight answer as to why I was removed from classes in a timely manner, never the same person, always being told they would have to look into it.  I completed the courses that I chose to stay enrolled in and do not feel I should be held responsible for negligence on the school not withdrawing when specifically asked to do so prior to deadline.  If the deadlines cant be kept by the school, and no one knows what is going on how do you justify holding me responsible for fees ???  All I want is this matter cleared up and my transcripts released.   

Regards,

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 Executive Director of Student Services, Nancy P[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 June 23, 2011 Ms. [redacted] signed an Application and a program specific Enrollment Agreement to enroll with GCU in the College of Doctoral Studies.  The Enrollment Agreement stated that the program consisted of a “minimum” of 60 credits.  By signing her enrollment agreement, Ms. [redacted] also acknowledged having received Grand Canyon University’s Policy Handbook and Academic Policy Handbook which also contained the program information and requirements.  Further, the Policy Handbook also contains a Dissertation Milestones Guide which outlines the progression requirements and the steps required in order for students to secure an approved dissertation which is needed in order to graduate the program.  In addition, it is important to note, the doctoral program is established to allow learners to complete the program in 60 credits if all dissertation milestones and programmatic requirements are met.  Thus, it is possible to complete the dissertation and obtain the necessary signed approval from the dean after completion of the 60 credits.  However, the University also developed continuation courses to assist those students who need additional time to secure the required dissertation approvals; as is the case with Ms.  [redacted].  This guide further outlines that students are required to be in class in order to continue to work with their dissertation committees toward this goal.  Although Ms. [redacted] did complete 72 credits she has still not met the dissertation milestones that are needed in order to secure a dean-approved dissertation.  GCU informed Ms. [redacted] of this information on April 14, 2015 and since that time she has been enrolled in the additional courses needed to obtain approval of her dissertation.As Ms. [redacted]’ dissertation has not yet been approved she will need to continue with the additional courses needed in order to complete her dissertation and obtain approval from the dean.  Additionally, once approved, in order for Ms. [redacted] to participate in the graduation ceremony, she will need to submit the dissertation form signed by the dean to the College of Doctoral Studies by close of business 60 days prior to the date of the graduation ceremonies.  Ms. [redacted] is welcome to contact Nancy P[redacted] at [redacted] for any questions she may have regarding her program requirements and where she is within the dissertation approval process.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 m[redacted]er to a satisfactory conclusion.  Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University

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], Assistant Vice President, College of Business, and based on that review; GCU has determined that Ms....

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

Ms. [redacted] states in her above referenced complaint that she only posted into her course one time and withdrew during the 25% refund period.  However, per University records, Ms. [redacted] began her course on March 10, 2014 and posted (attended class) into her course that day.  As well, she also posted into her class on March 12, 2014; March 13, 2014; March 15, 2014 and Marcy 17, 2014.  March 17, 2014 was day eight of Ms. [redacted]’s course and also the beginning of the 2nd week of her course.  In addition, per University records, Ms. [redacted] contacted her Student Service Advisor on the ninth day of her course and requested to be withdrawn.  During this conversation Ms. [redacted] acknowledged that she would be financially responsible for the entire course. Since Ms. [redacted] attended her class into the second week of the workshop, per University policy, she is responsible for the outstanding balance on her account as outlined in GCU’s attendance policy.  

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,

Grand 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 Executive Director of Student Services, Nancy P[redacted] and, based on that review, GCU has determined that Ms. [redacted]’s complaint...

was resolved. This determination is based on the following information:Ms. [redacted] signed an enrollment agreement with Grand Canyon University (GCU) for the Doctor of Education in Organizational Leadership with an Emphasis in Heath Care Administration on June 18, 2014.  This enrollment agreement clearly outlined the costs associated with the program which includes tuition and fees.  Ms. [redacted] also signed a financial agreement acknowledging that tuition may change at any time. Additionally by signing her enrollment agreement Ms. [redacted] acknowledged she had access to the University Policy Handbook that is housed on GCU’s public website, and also states that tuition may change at any time.  Therefore, the claim that Ms. [redacted] was advised tuition would never change is not accurate. GCU works hard to minimize tuition increases and has rarely made such changes over the last five years. The tuition increase to which Ms. [redacted] is referring was a $10 per credit increase which caused a very minimal impact to her overall program costs.When Ms. [redacted] enrolled with the University, she participated in several counseling sessions, one of which is the Welcome Call with the Student Services Advisor.  Her Welcome Call was completed on July 3, 2014 with Student Service Advisor Sharee T[redacted] during which time Ms. [redacted] was counseled that she had already used $104,524 of her lifetime aggregate of student loans which is $138,500, and this would cause some out of pocket expense to her in order to complete her program which consists of 60 program credits, plus any additional coursework required to complete her dissertation project.  During that session, responsible borrowing was also discussed which described ways to minimize borrowing.  During the call, Ms. [redacted] disclosed that she was receiving approximately $3,000 per year in employer tuition assistance which would assist her with those out of pocket expenses. She was counseled to minimize borrowing. Since Ms. [redacted] began her program, she has received five excess funds checks which could be used toward future out of pocket tuition expenses. The total amount of those checks to date equates to $6,849.    On September 10, 2015, Ms. [redacted] received an email response from Student Services Advisor Roman R[redacted] regarding her inquiry about the number of courses remaining and the impact of the recent tuition increase toward her total remaining costs. He responded to Ms. [redacted] and informed her that she had at that point completed 24 of the required 60 credits and that tuition increased $10 per credit.  He also copied Ms. Tate on that email.  This information was provided to assist Ms. [redacted] in planning her future out of pocket expenses.Regarding the February 27, 2016 telephone conversation with Mr. R[redacted], we believe there may have been a misunderstanding regarding total out of pocket expenses for the remaining program versus the amount of out of pocket expense to complete the academic year when residency was included in the academic year. There is no indication in our documented records that a total program out of pocket expense of only $3,500 was discussed.  We apologize that the distinction between the costs for the academic year and the program completion was not more clearly defined during the discussion to help better understand the difference but find no indication that an amount of $3,500 was discussed.On April 11, 2016 Mr. R[redacted] contacted Ms. [redacted] to discuss her next course clearance, and again reminded Ms. [redacted] that she was approaching her lifetime aggregate in student loans, and that she should start researching options to help pay for future courses so as to keep her on track with her program.  Mr. R[redacted] further referenced the Federal Grad PLUS loan information to assist her with these plans.  On May 31, 2016, Mr. R[redacted] spoke to Ms. [redacted] about her plans to secure out of pocket funding to help pay for future courses.  Given the amount of aid already used prior to coming to GCU, she would have an out of pocket expense as discussed on her July 3, 2014 welcome call. The estimated amounts from the beginning of her program would be at minimum $8,000 at the time she started the program which does not include tuition and fees increases nor does it factor in any costs for courses that would need to be repeated or extension courses to complete the dissertation process or stipend checks that would be sent directly to Ms. [redacted].  It should be noted, that $6,849 of her remaining financial aid was sent directly to Ms. [redacted] in the form of stipend checks. It should be further be noted that Ms. Tate was not promoted to Director of Finance.  She was promoted in to Dissertation Student Services Advisor role with the University and does remain a highly qualified member of the student services staff.We appreciate Ms. [redacted] proactive actions to secure out of pocket funding to help cover her future out of pocket expenses. We do not require the entire amount be provided at one time, but instead, work on a course by course basis to cover expenses as they arise. We do apologize for this misunderstanding and will work with Mr. R[redacted] to be more clear in his conversations regarding future out of pocket expenses and how those monies should be secured.  What is never acceptable from a student services perspective is perceived laughter at our learner base. Very specific coaching and live y-connecting to hear first-hand the conversations that Mr. R[redacted] has with learners has been completed and coaching provided. Further, prior telephone calls have been reviewed, but there is no indication that a figure of $3,500 out of pocket expense was provided.A total and final cost for Ms. [redacted] remaining program cannot be provided at this time given the many variables related to the doctoral journey.  Each learner’s progression is unique to their individual scholarly research as is the process of original research.  The best we can provide is the current costs of the tuition which is $640 per credit with a canyon connect fee of $105 per course but it’s important to note, the cost of tuition could change in the future.  While the program requires a total of 60 credits to complete the academic portion of the program, it is possible, depending on Ms. [redacted] progression in her original research, that additional continuation courses may be required to complete the dissertation research project which is the equivalent of writing a scholarly book. It is impossible to determine at this time the number of continuation courses (if any) that will be required for Ms. [redacted] to secure her doctoral degree.  We are very happy to change the student services advisor with which Ms. [redacted] works to one of our experienced Team Leads in the department to help try to improve communication and her service experience with GCU.  We hope this will help provide a more smooth transition toward a very exciting journey.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,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University

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

appropriately resolved. This determination is based on the following information: By signing his Enrollment Agreement Mr. [redacted] acknowledged having received Grand Canyon University’s Policy Handbook, Academic Catalog and Student Handbook available to him at the website: www.gcu.edu/Admissions/Admissions/php and that he understood he could receive the most up-to-date information at the above site regarding all University policies, including cancellation and refund policies. Per University policy, students who drop a course during or after week 2 are not eligible for a refund. On May 29, 2014, Mr. [redacted] spoke with his Enrollment Counselor and expressed concerns with his online course. During this call, Mr. [redacted]’s Enrollment Counselor reviewed GCU’s drop/refund policy with Mr. [redacted]. Mr. [redacted] indicated he was not aware of the policy but stated that while he did not want to drop his class, he did want to think about it as at that point in time, Mr. [redacted] would have been responsible for 25% of the cost of his course if he chose to drop it. On June 2, 2014 Mr. [redacted] spoke with his Enrollment Counselor again and stated that he had decided not to drop his course and that he wanted to continue in his program. However, soon after, Mr. [redacted] stopped attending his course and became less responsive to multiple attempts from GCU staff to contact him regarding his course and his intentions. As Mr. [redacted] was already in week 2 of his course and never dropped his course he is responsible for 100% of the tuition cost for his course. In addition to the above information, per University records, Mr. [redacted] did contact GCU technical support. However, this was prior to his complaints that he was unable to submit his assignments. Based upon the above information, Mr. [redacted] is responsible for the cost of his course. However, GCU is open to working with Mr. [redacted] on a possible resolution although Mr. [redacted] will simply not return any calls from GCU. He is more than welcome to contact me at ###-###-#### in order to discuss a possible resolution regarding his account balance. 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] College of Education SE Division Grand 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 Regional Director of Operations, Ian Flores, 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] enrolled with GCU starting in December of 2014.  She completed her first payment period and moved into her second payment period starting on May 18, 2015.  Ms. [redacted] Title IV funds posted to her account and covered the entire cost of her second payment period.  Ms.  [redacted] completed her first course of her second payment period and began course two on July 6, 2015 (BIO-220).  Ms. [redacted] then decided to withdraw from the course on July 13, 2015 which would be in week two of the course.  Per GCU Drop Policy (Page 86 of Policy 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 Students Students who drop/withdraw from a course/all courses are eligible for the following refund: Before Week 1................................................ 100% tuition refund During Week 1 ................................................. 75% tuition refund During or after Week 2 ................................................... No refund  Therefore Ms. [redacted] is responsible for the full cost of her course based on her time posting into her BIO-220 course.In addition to the above information, once Ms. [redacted] withdrew from her course, the Office of Financial Aid was required to calculate a Return of Title IV funds, which in-turn required GCU to send back any financial aid Ms. [redacted] had not earned for her payment period.  Ms. [redacted] received a $3,471.15 stipend check on June 8, 2015 after all her course tuition and fees were covered.  However, when Ms. [redacted] fell out of attendance the Office of Financial Aid returned $2,968 in Unsubsidized loans and $611 of Subsidized loans back to her lender which created the $1,753.05 balance which Ms. [redacted] currently owes to GCU.  Ms. [redacted] did not meet the requirements needed to earn her financial aid including the stipend which she received.In regards to the $5.00 transcript fee, the fee was applied correctly to the request and the $5.00 payment was not applied towards Ms. [redacted] current balance owed to GCU.  The $5 transcript fee was processed on July 21, 2015 and a copy of Ms. [redacted] official transcripts were mailed to Stockton University, per Ms. [redacted] request. Per GCU records, Ms. [redacted] file at GCU has been handled appropriately and correctly per GCU policies and the Department of Education.  We will continue to work with Ms. [redacted] if she wishes to return back to GCU to complete her degree.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 Healthcare ProfessionalsGrand Canyon University

I am a student at Grand Canyon University in the Department of Education. I have received an excellent education and the staff has been very helpful and accommodating. Although I am an online student, my instructors have personally called me at the beginning of each class to discuss requirements and questions I may have. I have always found a very 'open door' atmosphere here.

Grand canyon University is a horrible institution to attend. they get your attention by stating that they offer a retention credit to first time students to get you to enroll. There since 2011, I have nothing but trouble, to began I had trouble with an instructor and the resolution went unsolved strike one...,then I had trouble with the changing of educational advisors whom are suppose to help you with support and services but you never keep the same as they change frequently..., they will reroute your call to several different individuals whom now handle all inquiries and issues but they don't even know what to tell you. A lot of the faculty and staff has been either fired or replaced and the ones that they replace you with know nothing about your academics nor accounts..., last and but not least they are a complete rip off.., they will change your billing statements and other credentials so that you may be forced to stay with the institution. I just want to make others aware that this institution needs to be investigated as it is a scam. I left in November and didn't want to take another course with them, tell me why there is a balance on my account. I don't owe them anything..., they tried to force my attendance with them. I hate I even joined this institution as furthering my education is at stake now and there is no cause for it. I am hiring an attorney to look closely into this situation. I feel lost and confused but I'm also angry!

Review: While looking in to receiving my Master's degree, I was told by Grand Canyon University that I was eligible, and would receive $8,000 deducted from my loan once I had taught four years at a low-socio economic school (this is called the "Teach Grant Loan"). After completion of my Master's, as well as the four years teaching in a low-socio economic school (teaching a high needs subject), GCU has refused to admit to agreeing to deduct $8,000 off of my total, stating that I was never qualified. On their website, it still states that any teacher who graduates with the "Master of Education in Curriculum and Instruction: Technology" degree is in fact eligible for the $8,000 Teach Grant. I have met all of my criteria, however, GCU has not. I have corresponded with GCU's regional director of operations for approximately a year now, and he is refusing to admit that I had ever even made contact with GCU about the grant in the past. Unfortunately, no, I do not have copies of my paperwork, for my one of myriad financial and academic advisors stated that it was a sure deal, that I need not stress about. Clearly, he just wanted the commission to sign me up that day. I did correspond numerous times with [redacted], and he finally gave me a new contact, all to reply that she no longer worked for the university and that he took care of all of her matters! It was a sneaky way to handle matters. This is what I wrote:

"Hello Cecilia,

My name is _______________, and I graduated from GCU in December of 2011.

In September of 2010, I applied for the Teach Grant at GCU, while applying for a Master's Degree program. This was during the beginning of my second year of teaching. During this process, I had the unfortunate outcome of having an inconsistent group of councilors and advisors, therefore, now that I have taught for four years in a title one school, I have still not received my $8,000.00 toward my student loans.

I was informed previously, by one of my many advisors, that after the four years, my $8,000.00 would be dispersed to my loan account. After talking to Nelnet, my student loan carrier, they have informed me (not GCU) that this is not the case, and I should have received the money in the beginning of my master's career.

I have e-mailed and contacted several GCU financial advisors and have never been called back, unless to be asked about my late payments toward my nelnet loan account.

I finally got in touch with (due to a non-employee), and received vague responses from [redacted], who ignored me for a month and then transferred my concerns to [redacted] shut me down, stating that there is nothing GCU can do, nor are they responsible for my inconvenience; which, I am hoping he didn't quite understand, because it is GCU's responsibility. It was GCU's academic and financial advisors who mislead students into signing up for programs with false information. I was told that I was accepted for the Teach Grant, that my program was eligible, and that I would also receive the teacher loan forgiveness if I continue to teach in a title one school, in a high needs subject.

[redacted] stated that he would locate my original advisors to clear the mess up, but he never did, hence the transfer to [redacted]. I am a victim here, having $8,000 deserved dollars taken away from me. I am willing to take this to any extreme measure, for I know that this is not right. I am a well-educated, career driven woman, who knows when she is being mistreated.

All in all, teaching in a low socio-economic school is definitely a challenge that I love, but I was promised $8,000.00 after four committed years, and have turned down several non title one, higher paying contracts due to this. I am sure you can see my disappointment.

I hope you will take care of this matter, and look forward to hearing from you soon.

Thank you, "

--As you can see, they are not working well with handling my case, which is why I hope the Revdex.com can help me out.Desired Settlement: I desire my Teach Grant forgiveness amount to be credited from my loan balance with Nelnet education planning.

Business

Response:

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 the Regional Director of operations, [redacted], and, based on that review, GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:

Ms. [redacted] entered a Technology program which is not a Teacher Shortage Area in the state of Arizona, as listed by the US Department of Education nationwide listings. See Attachment. It is the responsibility of the student to contact the Department of Education to ascertain whether their area of study will qualify for Teach Grant funding. This was also available to Ms. [redacted] on GCU’s website at [redacted]

To qualify for Teach Grant Funding a student must apply for the funding in the Financial Aid Academic Year they wish to apply the funds. There is no record of Ms. [redacted] requesting information on the teach grant until October 24th, 2011, which was in Ms. [redacted]’s final academic year of the program. We also did not receive any paperwork from Ms. [redacted] to process the 2010-11 Teach Grant application.

The Grand Canyon University website does not state that the Master of Education in Curriculum and Instruction: Technology program is TEACH grant eligible. On a separate page dedicated to TEACH Grant, it lists the requirements to be eligible for TEACH Grant, stating that you must earn a degree in a high need area.

Grand Canyon University has not received correspondence from Ms. [redacted] since August 21st, 2013, at which point the issue was thought to be closed. GCU cannot issue Ms. [redacted] the TEACH Grant because she was not eligible and it cannot be retroactively applied.

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,

College of Education – Central Region

Grand Canyon University

Review: I am attending grand Canyon University and I no longer want to attend. The advisors and supervisors are rude and have little knowldeg of there practices, I have been told different things by several different persons and in return I have had my education put on hold because of unethical practices. I want to end my education with GCU, However the only person that they indicate that can help me hung up on me because she dint want to answer questions. [redacted], who is my advisor and respinsible for granting my request to end enrollment will not do so. [redacted] her supervisor wil not return my calls as well as his supervisor [redacted] I would like to end my enrollment there and recieve my money back because they were not honest and up front about there policies and requirements.Desired Settlement: Discontinue my education with grand canyon university and a Refund of my money. So I can pursue my education at another university that is ehtical, fair and professional.

Business

Response:

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] 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] 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

Review: The university has failed to release to me classes that I paid for....after filing a complaint with the OCR the school retaliated by altering my grade. I had a mini-stroke by the stress that they caused me, they would not give me a leave of absence and would not communicate with me despite numerous emails.Desired Settlement: resolution or refund...preferably refund

Consumer

Response:

I have very carefully kept correspondence from GCU on my laptop and can verify a series of bad communications ....Mr Williams has only attempted to contact me once by phone to resolve my difficulties, which continue...offered to call me back and never did. This was over a month ago.

Review: I received $1895 of $2395 paid in advanced for a first term tuition. I decided not to continue with enrollment. I requested a refund. GCU began refunding monies paid. During the course of refunding monies, I suffered fraudulent activity on my card, which I reported to [redacted]. They cancelled my card, which resulted in me not receiving the final refund of $500.

I provided GCU with all the information [redacted] was willing to provide regarding the matter. GCU informed me they wanted [redacted] to provide something in writing stating that my bank card ending in 5039 was cancelled due to fraud. [redacted] provided me with a statement of dispute, which I provided GCU. GCU was not satisfied.

GCU refuses to mail a refund to my address on file or credit an alternative card. They want something from me that my bank, [redacted] simply does not provide.

I cannot believe that GCU is unable to mail a check since the card I paid with was cancelled by the bankDesired Settlement: I want GCU to mail a refund to my address on file for the remaining $500

That is not unreasonable.

Review: enrolled grand canyon university 03/09/2009 went online three times did not know do the classes, no class on how to take the online course. Emailed [redacted] and online teacher to withdraw [redacted] emailed me back and said she refused... I noticed later she added classes I never took my total fee for three days was Stafford subsidized 3,500. Unsubsidized 5,140.00 interest $622.00 and $931.00. Tech Grant $3,000.00 awarded $3,000.00 paid to date $1,500.00 outstanding balance to be paid $1,500.00 interest $40.00and $50.00 withdraw fee Required Field total $5,960.27Desired Settlement: delete all online intuition and student loan fees

Review: I was registered for graduate course and after being into the course for less than a week I decided to withdraw. The collage refused to grant my withdrawal and is now holding me liable for the full price of the course. I was told if I withdraw within the first week I should only be liable for 25% of the course. I was advised to reach out to the instructor to explain my withdrawal however, by doing so this logged me into the student portal which marked me down for an attendance. By doing so I was passed my one week mark which now puts me into the full price admission. I was never given proper instructions on how to withdraw from a course or anything explaining the fees incurred. I was basically scammed by a company who claims to uphold Christian values,Desired Settlement: Billing Adjustment to 25% of the cohort price.

Business

Response:

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 Dan S[redacted] (Regional Director of Operations) and, based on that review, GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:On March 21, 2016 prior to receiving Ms. [redacted]’s complaint, my Student Advising Team had already brought her concerns to my attention and I was able to determine that Ms. [redacted] did withdraw from her class after the first week which per GCU policy would mean that she would be responsible for the full cost of her course. However, I was also able to validate that Ms. [redacted] never received a welcome call prior to starting her courses at GCU. While a student is technically bound to the University’s policies once he/she signs an enrollment agreement, it is also GCU’s positon that we want to be as transparent as possible with the policies that impact a student the most within the welcome call discussion. Therefore, on March 31, 2016 I called Ms. [redacted] and discussed her concerns about her first course and offered to scholarship her for a retake of the course if she wanted to try again. However, Ms. [redacted] felt this was not the right time to pursue her masters. Given that Ms. [redacted] did not receive a welcome call I went ahead and wrote off the full balance of her first course ($1,131.65). However, I informed Ms. [redacted] that she would still be responsible for the Learning Management System fee in the amount of $400.00. Ms. [redacted] was satisfied with the outcome. 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,Dan S[redacted]Regional Director of Operations – Northeast RegionGrand Canyon University

Review: I enrolled with another University only to find that I have been billed and turned over to collection for classes not taken. I was advised that I was given a failing grade from an educator, because I filed a complaint advising they were racist. I am angry that complaints are piling against the educational location and nothing is being done.Desired Settlement: I want my transcripts release and all billing amounts cleared to zero amount.

Business

Response:

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 Military Division- RDO [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] attended 6 courses at Grand Canyon University. On December 18, 2012 she received her second financial aid disbursement. After she withdrew, GCU’s financial aid office was required to review Ms. [redacted] account for a return of title IV funds since GCU is a borrower based university. The calculations based on academic progress indicated that GCU was required to return the unearned financial aid to the lender therefore creating a balance on Ms. [redacted] account. On April 9, 2013 Ms. [redacted] was sent an explanation of the return of title IV funds explaining why her funds were returned and explaining that a balance with GCU was created as a result. Per University records, GCU attempted eight times through either emails or calls to Ms. [redacted] to resolve her account balance. On May 23, 2013, Ms. [redacted] account was sent to GCU’s internal collections department as none of the attempts to resolve the balance were successful. Additionally, on July 9, 2015 Ms. [redacted] called GCU and her Student Service Advisor went over the calculations and reason for her account balance with her. 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] Rodriguez MilitaryGrand Canyon University

Review: I am an online college student and since the first day I enrolled wich was a year ago they have told me I would get my left over money and then I didnt and I had to leave a class do to health issues and I was told if I left the class that I would not have to pay for it by the dissability office I am now trying to transfer to lakeland in ohio because I just found out if I graduate from there school I cant get my licence in the field in ohio. now they wont send my transcripts because they are charging me for the class I did not take and they didnt even take it out of the money they sent back to financal aid and I would like to know what I should do because my mother lives in ohio and they lied to her saying she would be able to get her license when graduating and she is going for the same thing as me it just seems like since day one they have been d me over. sorry I didnt know what to use for that wordDesired Settlement: I want them to release my transcripts to the other school, and for the bill to go away.

Business

Response:

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 [redacted] – 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] first concern is that she did not receive a stipend after being told by GCU that she would. Students are not eligible for stipends when they do not earn their financial aid funds. Since Ms. [redacted] withdrew from her course she did not complete her Payment Period or her Academic Year and thus, did not earn all the financial aid funds to pay for her courses. This caused the unearned portion of her financial aid funds to be return to the [redacted] leaving Ms. [redacted] with an account balance of $1372.95. Per GCU records, [redacted] graduation team explained this information and the return of funds to her on March 3, 2015; March 24, 2015 and on April 9, 2015. Also, since Ms. [redacted] did not complete her Payment Period and Academic Year, if she chooses to attend another institution she should verify with them that she will not have an overlapping loan with GCU and the new school. While GCU understands that Ms. [redacted] may have experienced some health issues, the University does communicate to students that they are responsible for the courses that they have already started. As well, on March 3, 2015 GCU spoke with Ms. [redacted] and again explained that per its refund policy, she would be responsible for the cost of her course. In addition, GCU’s refund policy was also detailed on the enrollment agreement Ms. [redacted] signed on April 22, 2014. This enrollment agreement explained [redacted] financial obligation once posting into class. See below:Students who drop/withdraw from a course/all courses are eligible for the following refund: Before Week 1................................................ 100% tuition refund During Week 1 ................................................. 75% tuition refund During or after Week 2 ................................................... No refundAdditionally, by signing her enrollment agreement, Ms. [redacted] also acknowledged that she had access to the University’s Policy Handbook which also contains GCU’s course tuition refund policy. However, due to her situation, GCU is willing to work with Ms. [redacted] on a payment plan to resolve her balance.In regards to [redacted] claim that her program was not approved in the State of Ohio, GCU records indicate that at the time of her enrollment Ms. [redacted] lived in the State of West Virgina which is a GCU approved state. Ms. [redacted] did not move to Ohio until after her enrollment with GCU. GCU has since been approved to offer its program in Ohio. Thus, if Ms. [redacted] would like to continue her enrollment with GCU, we can help her get her questions answered and get a clear path to graduation. As well, if Ms. [redacted] returns by June 26, 2015 she will be eligible for a W/F credit. A W/F Credit is a one-time conditional opportunity for GCU to help a student who may have failed or withdrawn from a course. This Credit will be for the cost of a course to help students who may not otherwise be able to afford to continue on. The course will be applied to the last class in the payment period. Ms. [redacted] should be aware though that students could lose the credit if they do not succussfully pass the course that extends the payment period. If Ms. [redacted] is still desiring to get a transcript to transfer to Lakeland, once her balance is paid, GCU would able to send her transcripts. Finally, due to Federal Guidelines, GCU cannot speak with Ms. [redacted] regarding her mothers’ situation. However, GCU would encourage Ms. [redacted] to have her mother speak with her Student Service Advisor. 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]College of BusinessCollege of Engineering and TechnologyGrand Canyon University

Consumer

Response:

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 had emailed proof to someone at the Revdex.com wich were pics that they were billing me not for the english class but for a class I never took yet I also sent picture of the past courses and recent which I am in nothing. and they also already took the money of 800 and something out of my student loans for english class before sending them back I sent all of the pics to. proving evreything

Regards,

Review: the school mislead me to believe I would be able to finish my degree there school to find out they want me to come up with 12,000 dollars which never was brought up till funding was absolete .Desired Settlement: I want my money back so I can finish my degree elsewhere since they cant give me the proper information to do so. Full coverage .

Business

Response:

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 the Regional Director of Operations, [redacted], and, based on that review, GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:On December 6, 2010, prior to Ms. [redacted]’s start with GCU, a finance counselor discussed that Ms. [redacted] was close to her aggregate financial aid limit. This subsequently meant that Ms. [redacted] would be required to seek an alternate loan or pay out of pocket for classes to complete the program. Over the course of Ms. [redacted]’s program at GCU she has been awarded additional financial aid funds to the amount of $8,664.52 which could have been used towards this cost of attendance. As was communicated with Ms. [redacted] on May 7th,2013, these funds plus the $4700 remaining in financial aid funds would leave Ms. [redacted] with no additional out of pocket for this academic year. There would be a total out of pocket of $2610 for the remainder of the program. This potential out of pocket expense was outlined prior to Ms. [redacted] starting the program with GCU.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 Education – Central RegionGrand Canyon University

Review: In May of 2011 Grand canyon university tried to charge me 542.00 for unexplained charges and even tried to block my graduation. Th college as trying to charge me 542.00 of money I did not use on a student loan and because they had to send it back they tried to charge the me the exact amount of what I was going to borrow I sent this matter the Revdex.com in May of 2011 and it was resolved and the President of the college [redacted] herself called me the day of graduation and told me this was resolved and I had a 0.00 balance. During that time, I was even able to get my transcripts and everything, Now I am looking at my records, the college has removed the credit that was granted back in May of 2011 of 542.00 and re-added the amount and has now put this on my credit report. My job is requiring that I have my PH.D and this amount is still on balance, On my bill with the college, it says MONEY RETURNED TO [redacted] 542.00 My question is why am I being charged 542.00 for money I did not accept, and they also put this my student loans that I have to repay. THAT I NEVER RECEIVED! Fraud is a strong word. But when I talk to other students about this they seem to have the same issue with the myterious 500.00 dollar charge.

This was cleared up by the President herself, [redacted] in May of 2011, Revdex.com Please check your records and you will see as well, and now they have redid the charges, will not remove them, no explanation. I am going to turn this in to the [redacted], I have 12 individuals where I work that have this same issue, if there is some sort of fraud, or wrong doing, we can all have our student loans forgiven due to the college taking money from students that take out loan and they are making us pay for it.

If you are are charging me 542.00 of money I did not use or need, just because it was awarded to me, why are you charging me the exact same amount of what you returned when I never used it, and the [redacted], says I am paying for it with interest.

I also find it interesting that the financial office removed the credit from my bill showing the credit Ms. [redacted] gave me. Why is this?Desired Settlement: I want a check for 542.00 since I am paying for it on my student loan, Also they need to remove the amount showing I owe 542.00 from my credit report.

Business

Response:

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 and Health Care Professions Regional Director of Operations [redacted] and, based on that review; GCU has determined that Ms[redacted] complaint was previously resolved.It appears there may be some confusion on Ms. [redacted] behalf. As stated in her above referenced complaint, GCU did resolve a Revdex.com complaint which Ms[redacted] filed in 2011 regarding a scholarship that she stated she did not receive. On May 1, 2011 GCU processed a write-off on Ms. [redacted] account in the amount of $500.00 for a new start scholarship; thus resolving her 2011 complaint. As for the $542 balance referenced in Ms[redacted]’ recent Revdex.com complaint, 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. Thus, this created a $542 balance on Ms[redacted]’ account which she is responsible for.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

Review: I had a debt with Grand Canyon university that was included in my chapter 7 bankruptcy case. I attempted to get my transcript from GCU and they refused to release my transcript until the debt is paid but this debt was included in my Chapter 7 bankruptcy.Desired Settlement: Have my transcripts released

Business

Response:

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by [redacted], Regional Director of Operations Military Division and based on that review; GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:On March 5, 2015, [redacted], Student Services Advisor, contacted Ms. [redacted] and processed her request for her transcripts. Ms. [redacted] transcripts will be sent to the address provided by her. In addition, I contacted GCU’s Legal Department to ensure Grand Canyon University was included in Ms. [redacted] bankruptcy claim.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 Operations Military Division Grand Canyon University

Review: I was a student at Grand Canyon University. I had dropped out of a class due to gallbladder issues and severe psoriasis outbreak. I was not told that I would be required to still pay for the class. I have been back and forth with Grand Canyon and have not got resolution. I have emails from [redacted] stating that I was eligible for $2200 to cover the balance and to call her. However, when I called this was not the case. When I called in I was told that I owed more and was not entitled to help. I have been bounced back and forth and feel like there is a lack of training in the academic advisor department. I was also supposed to be receiving a discount through a partnership between my employer and GCU. I have had at least 20 different academic advisors while attending Grand Canyon University and do not feel that I have been provided with good customer service. I am not able to attend classes due to this balance and I feel that it is unfair.Desired Settlement: I would like for Grand Canyon to clear my balance so that I can go back to college and complete my doctorate. I have saved emails regarding the alleged funding I was eligible for.

Business

Response:

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 Director of Student Servicers in the College of Doctoral Studies, and based on that review; GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] has been a student at Grand Canyon University since 2008 and should be well versed on University Policy as it relates to drop and refund policy. By signing her Enrollment Agreement, Ms. [redacted] acknowledged having access to GCU’s Academic Catalog and Student Handbook which contained the most up-to-date information and all University policies to include cancellation and refund policies. As well, this information is available for public review in the University Policy Handbook located on the gcu.edu website and was further reviewed in detail at the time of enrollment. As for Ms. [redacted]’s complaint that she was eligible for $2,200 to cover the cost of her course, had Ms. [redacted] stayed in her original program, she could have provided a statement to GCU authorizing us to bring in an additional $2,200 in financial aid to cover the cost of her dropped course. However, she changed programs thus her loans were recalculated and it created an overlapping loan with her new program so she was no longer eligible to bring in those additional funds. However, as a means to offset the costs, GCU offered Ms. [redacted] a tuition credit in the amount of $1,890. On 8/1/13 GCU applied the credit properly to the academic year in which the drop fees occurred. After this write off, that prior academic year still had an outstanding balance due in the amount of $878 which was the responsibility of Ms. [redacted].As stated above, Ms. [redacted] changed her program emphasis which created a new academic year on 7/11/13 and financial aid to cover the first payment period was received on 7/26/13. Unfortunately, Ms. [redacted] failed the first course in this new academic year but did pass the second course (residency). Additionally, Ms. [redacted] did not continue after the second course. Therefore, since she did not earn the required credit to maintain the financial aid on account (due to failed grade not earning academic credit), Ms. [redacted]’s account became subject to the Department of Education’s return to lender calculation. GCU was unable to keep a portion of the financial aid received, which opened an additional balance on Ms. [redacted]’s account in the amount of $2,595.35 for a total amount due of $3,473.35 ($878 + $2,595.35). Since Ms. [redacted] was nearing her lifetime aggregate limits for federal financial aid, she was counseled multiple times to apply for a federal Grad PLUS loan to assist with the balance and to help her complete her program. Over 15 follow up attempts to work with Ms. [redacted] on ways to resolve this balance went without follow through. She also did not complete the Grad PLUS loan as she stated she would.In regards to the partnership discount which Ms. [redacted] states she should have received, GCU does not have a partnership with the employer Ms. [redacted] listed on her original admissions application. If she has a Memorandum of Understanding that she received from a GCU employee, or has other documentation that GCU may research to determine eligibility we are more than happy to do so. However, at this time, there is no documentation on file that indicates Ms. [redacted] was employed by a current academic partner for the College of Doctoral Studies and this documentation should have been provided prior to enrollment for any discounts to have been applied. We respectfully request any written documentation from GCU that Ms. [redacted] has so we may further research the matter.In summary, GCU did honor the write off for the dropped course that was promised to Ms. [redacted], and significant attempts to support her with options to address the existing balance are documented. There is also no documentation on file to support Ms. [redacted]’s claim of discount eligibility, but again we are happy to further investigate any documentation that she may provide. 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 Director, Student ServicesCollege of Doctoral StudiesGrand Canyon University

Consumer

Response:

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] 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]

Business

Response:

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s rebuttal complaint and we value the opportunity to respond. The issue has been re-reviewed by [redacted], the Executive Director of Student Services in the College of Doctoral Studies and, based on that review along with the additional documentation supplied by Ms. [redacted]; GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:The documentation supplied by Ms. [redacted] relative her program change is correct. The program which she initially enrolled in with the University was replaced by an updated program. While Ms. [redacted]’s prior courses transferred to the new program, the timing of the change caused an issue with GCU’s ability to bring in the additional funds discussed in Ms. [redacted]’s complaint as it relates to the financial aid portion of the issue. Ms. [redacted] enrolled in the last course of her prior program, LDR809, on 4/11/13. However, due to extreme personal matters, Ms. [redacted] requested to be dropped from LDR809 on 5/16/13. Charges incurred from a dropped course are typically the responsibility of the learner. As well, by dropping LDR809 on 5/16/13 and not returning to class until 7/11/13, Ms. [redacted] became subject to a return to lender calculation for not completing the required academic year in the prior program since she did not earn the financial aid GCU received from the Department of Education. The balance that remained on Ms. [redacted]’s account after the return to lender was completed was $2,768. To assist Ms. [redacted] with this balance, GCU agreed to write off $1,890 toward the tuition as a measure of good will. The remaining amount due by Ms. [redacted] was $878. Several GCU Student Service Advisor’s spoke to Ms. [redacted] about entering into a payment plan to resolve this balance to include on 05/23/13 and 5/31/13. On 5/23/13 an SSA spoke to Ms. [redacted] about the balance that would be created from her dropped course and that she would need to work with her SSA on a resolution plan. On 05/31/13 an SSA spoke to Ms. [redacted] and discussed a possible payment plan. At that time, Ms. [redacted] was advised she would need to begin making payments toward the balance, as well that she may consider utilizing her next stipend to pay toward her outstanding balance. However, no payments were ever made by Ms. [redacted]. Ms. [redacted]’s new program became effective 7/11/13. The point in her academic year that the program change was completed created a new academic year for purposes of financial aid processing, which in turn created an overlapping loan for the new academic year. This significantly diminished the amount of financial aid GCU was able to recover due to the overlap. Only $4,362 was packaged to cover the first 6 credits in the new year. The email advising Ms. [redacted] that she could bring in an additional $2,200 if she provided a statement, was an error by the SSA. The SSA overlooked the fact that an overlapping loan existed, which is why the following day the SSA suggested that Ms. [redacted] apply for the Grad PLUS loan to supplement her loan shortfall. While the initial email was an error, it was caught immediately and alternative solutions were provided to Ms. [redacted]. At the time these options were provided, Ms. [redacted] agreed to pursue the Grad PLUS loan or to pay the balance with a cash payment plan. There were multiple attempts to contact Ms. [redacted] to follow through with this option. To date, Ms. [redacted] has not applied for the Grad PLUS loan, nor has she made any payments toward her outstanding balance. Had Ms. [redacted] followed through on applying for the Grad PLUS loan and was approved, she would have been able to continue in her program of study. This was the best solution to assist Ms. [redacted] with her account balance.As for Ms. [redacted]’s eligibility for the [redacted] partnership discount, this partnership did not become effective until 8/16/13 and was only available to students who began their program in 2013. On the date this partnership became effective, Ms. [redacted] was already enrolled in the last course prior to dropping from her program. Discounts are not retroactively applied, and only applied to future courses. Since Ms. [redacted] did not return to class, she is ineligible for this discount. Additionally, this partnership discount ceased as of 12/31/13, so is no longer available at this time. Given the facts outlined above, the balance owed by Ms. [redacted] is correct and no further adjustments will be made by GCU at this time as Ms. [redacted] was already previously given a good will write off towards her withdrawn course. As well, the error by the SSA regarding the statement to secure an additional $2,200 was discovered within a day and an alternate solution was offered to Ms. [redacted]; which she did not follow through with. The balance as presented, remains due. 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 Director, Student ServicesCollege of Doctoral StudiesGrand Canyon University