Indiana Wesleyan University

Initial Business Response / [redacted] (1000, 5, 2017/11/10) */ November 10, Revdex.com of Northern Indiana Re: File NoXXXXXXXX, [redacted] vsIndiana Wesleyan University ("IWU") Dear Revdex.com of Northern Indiana: We received a copy of the Consumer Complaint filed in your office by Mr [redacted] dated October 27, Allow me to respond to the issues raised in Mr [redacted] 's complaint Mr [redacted] enrolled in IWU's Bachelor of Business Administration program in 2012, and subsequently submitted an online registration form on July 19, authorizing IWU to enroll him in courseworkSee Exhibit 1: Online Registration Form His first course, ADM-201, Principles of Self-Management, began on August 23, On September 24, 2012, Mr [redacted] contacted IWU to withdraw from ADM-Because he attended the majority of the course, and withdrew after the allowable period for a refund, his account was charged for the applicable tuition, fees, and booksSee Exhibit 2: Attendance Record Mr [redacted] re-attempted ADM-on October 11, According to attendance records submitted by the instructor, Mr [redacted] attended the first class, but was absent the following three sessionsSee Exhibit 3: Attendance Record Mr [redacted] was issued a grade of "F" and his account was charged the applicable tuition and fees in accordance with IWU's refund policyThese charges, less payments and financial aid received, left Mr [redacted] with an account balance of $1,Because he never paid this balance to IWU in accordance with his signed financial agreement, his account was referred to a third-party collections agentSee Exhibit 4: Financial Agreement & Exhibit 5: Student Account Statement In an effort to quickly and amicably resolve this matter, IWU has removed 90% of the tuition charge that was rightly charged in October for Mr [redacted] 's second attempt of ADM-201, but is no longer consistent with IWU's current practiceSpecifically, we have removed $from his principal balanceUpon confirmation from American Credit that his check for the full payment of his outstanding balance has cleared, IWU will issue a refund to Mr [redacted] for $ We hope this satisfactorily resolves the situation Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/11/27) */ [redacted] Sorry that I missed the deadline to respond to this complaint - I was traveling and did not have access to my emailAlthough I feel I should be issued a full refund, I do accept the business's response to my complaintPlease let me know if I have to do anything further with the business to get the refund that they have offeredI have not heard from them yet - other than their response to this complaintOnce the refund is received, I will be okay with marking the complaint "Satisfied" Thank you again for your help [redacted] XXX-XXX-XXXX Final Business Response / [redacted] (4000, 13, 2017/12/07) */ VIA ELECTRONIC DELIVERY December 7, Revdex.com of Northern Indiana Re: File NoXXXXXXXX [redacted] vsIndiana Wesleyan University ("IWU") Dear Revdex.com of Northern Indiana: We received a copy of the Consumer Response filed in your office by Mr [redacted] dated November 27, Allow me to respond to the issues raised in Mr [redacted] 's response Mr [redacted] 's refund of $has been processed and is scheduled for check printing early next weekMr [redacted] should receive his refund within seven (7) business daysFuture concerns about this [redacted] should be directed to IWU Student Account Services at XXX-XXX-XXXX We hope this satisfactorily resolves the situation Sincerely, [redacted] University Counsel

VIA ELECTRONIC DELIVERYFebruary 26, 2017Revdex.com of Northeastern IndianaRe: File No*** ** *** vsIndiana Wesleyan University (“IWU”)Dear Revdex.com of Northeastern Indiana:We received a copy of the Consumer Complaint filed in your office by Ms*** ** *** dated
February 14, Allow me to respond on behalf of IWU.Ms***’s current balance with IWU is $However, during her most recent financial aid award period, Ms*** requested an aid refund of $3,554.26, which IWU provided to herBecause she withdrew from classes prior to completing the enrollment period for which she received the aid, she will become ineligible for a good percentage of the total aid she received including the refund she took off her accountThe U.SDepartment of Education requires institutions to complete a recalculation and return funds to the lender when a student fails to complete their enrollment periodThe recalculation has not yet been completeAs such, IWU is not in a position to determine the actual balance Ms*** will owe.This is the only information we can provide to Ms***’s complaint at this time.Sincerely,Shawn ** ***University Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Thank you

Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: Neil ***, DirRisk Mgmt
Contact Phone: XXXXXXXXXX
Contact Email: ***@indwes.edu
Regrettably, Ms*** was caught between two distinct accounting offices for the degree programs she was pursuingIndiana
Wesleyan University operates its own accounting office for certain degree programs for non-residential students, including the B.SGeneral Studies degree that Ms*** was initially pursuingThe University contracts services to another company, Helix, which operates an accounting office for other degree programs, including the Business Information Systems Online program that Ms*** switched to
Unfortunately, until very recently, each accounting office was on a different system where there was not adequate communication regarding students between officesIt is clear that mistakes were made in handling her account
The supervisor of the accounting offices, Rita *** has reviewed Ms***'s account and states that everything is paid in full and that the correct amount was paid for the completed classes
Further, it is important to note that the collection agency, *** closed the account for payment in full, thereby removing all references to Ms***There should not be any lingering negative consequences for Ms***
OFFER:
MsPinkerton has provided copies of Ms***'s account/communication records and offers to personally walk through the situation with Ms***, if desiredMsPinkerton's contact information is available upon request

Dear Revdex.com of Northeastern Indiana,I am responding to Consumer Complaint #*** filed in your office on April 18, by Ms*** ** ***Unfortunately, we did not receive the first notice of this complaint. We regret that our systems did not observe Ms***'s "no contact"
orderWe have processed her request this morning and are making every possible effort to refrain from contacting her in the futureWe hope that this resolves Ms***'s concerns. Best,*** ***University Counsel

Initial Business Response /* (1000, 5, 2017/11/10) */
November 10, 2017
Revdex.com of Northern Indiana
Re: File No. XXXXXXXX, [redacted] vs. Indiana Wesleyan University ("IWU")
Dear Revdex.com of Northern Indiana:
We received a copy of the Consumer Complaint filed in your office...

by Mr. [redacted] dated October 27, 2017. Allow me to respond to the issues raised in Mr. [redacted]'s complaint.
Mr. [redacted] enrolled in IWU's Bachelor of Business Administration program in 2012, and subsequently submitted an online registration form on July 19, 2012 authorizing IWU to enroll him in coursework. See Exhibit 1: Online Registration Form.
His first course, ADM-201, Principles of Self-Management, began on August 23, 2012. On September 24, 2012, Mr. [redacted] contacted IWU to withdraw from ADM-201. Because he attended the majority of the course, and withdrew after the allowable period for a refund, his account was charged for the applicable tuition, fees, and books. See Exhibit 2: Attendance Record 1.
Mr. [redacted] re-attempted ADM-201 on October 11, 2012. According to attendance records submitted by the instructor, Mr. [redacted] attended the first class, but was absent the following three sessions. See Exhibit 3: Attendance Record 2. Mr. [redacted] was issued a grade of "F" and his account was charged the applicable tuition and fees in accordance with IWU's refund policy. These charges, less payments and financial aid received, left Mr. [redacted] with an account balance of $1,370.77. Because he never paid this balance to IWU in accordance with his signed financial agreement, his account was referred to a third-party collections agent. See Exhibit 4: Financial Agreement & Exhibit 5: Student Account Statement.
In an effort to quickly and amicably resolve this matter, IWU has removed 90% of the tuition charge that was rightly charged in October 2012 for Mr. [redacted]'s second attempt of ADM-201, but is no longer consistent with IWU's current practice. Specifically, we have removed $729 from his principal balance. Upon confirmation from American Credit that his check for the full payment of his outstanding balance has cleared, IWU will issue a refund to Mr. [redacted] for $729.
We hope this satisfactorily resolves the situation.
Initial Consumer Rebuttal /* (3000, 11, 2017/11/27) */
[redacted]
Sorry that I missed the deadline to respond to this complaint - I was traveling and did not have access to my email. Although I feel I should be issued a full refund, I do accept the business's response to my complaint. Please let me know if I have to do anything further with the business to get the refund that they have offered. I have not heard from them yet - other than their response to this complaint. Once the refund is received, I will be okay with marking the complaint "Satisfied".
Thank you again for your help.
[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 13, 2017/12/07) */
VIA ELECTRONIC DELIVERY
December 7, 2017
Revdex.com of Northern Indiana
Re: File No. XXXXXXXX
[redacted] vs. Indiana Wesleyan University ("IWU")
Dear Revdex.com of Northern Indiana:
We received a copy of the Consumer Response filed in your office by Mr. [redacted] dated November 27, 2017. Allow me to respond to the issues raised in Mr. [redacted]'s response.
Mr. [redacted]'s refund of $729 has been processed and is scheduled for check printing early next week. Mr. [redacted] should receive his refund within seven (7) business days. Future concerns about this [redacted] should be directed to IWU Student Account Services at XXX-XXX-XXXX.
We hope this satisfactorily resolves the situation.
Sincerely,
[redacted]
University Counsel

Initial Business Response /* (1000, 5, 2016/09/16) */
Ms. [redacted] is correct that the outstanding balance is still being reported to one of the three credit bureaus (Equifax). Indiana Wesleyan University ("IWU") and its collection agency, General Revenue Corporation ("GRC"), received Ms....

[redacted]'s Chapter 7 information and requested credit bureau reporting removal on April 4, 2014. The delinquent account was inadvertently still being reported by Equifax. GRC confirmed to IWU on September 16, 2016 that it has requested Equifax remove the delinquent account from Ms. [redacted]'s file. The removal should be complete within ten (10) business days. Additionally, IWU has removed the hold on Ms. [redacted]'s transcript. She may request a transcript at her convenience.
We hope these actions satisfactorily resolve this matter.
Initial Consumer Rebuttal /* (2000, 7, 2016/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this offer because this is all I wanted is for my bankrptcy to be accept and to remove this balabce off my credit report and my transcript to be released.
Thank You

Initial Business Response /* (1000, 8, 2017/05/30) */
Ms. [redacted] began her studies with IWU on 6/29/2016. She originally applied as a criminal justice major, but IWU started her in the business program because the criminal justice start date had already expired and the first few classes are the same...

for both programs. Ms. [redacted] is correct that IWU counseled her about completing a change of program application after she began her studies in the business program.
Ms. [redacted] successfully completed the first two courses, GEN-111 and PSY-155.
On 9/6/2016, Ms. [redacted] inquired with IWU about completing the change of program process. Registration officials at IWU directed Ms. [redacted] to an online application she could submit through student portal account. Once submitted, IWU would process the change of program form in roughly 48 hours and then work with her to change registration for courses needed in her new program. Ms. [redacted] never submitted the form to change programs.
In the course of normal enrollment and billing, Ms. [redacted] received textbooks for subsequent courses in the business program, BUS-150 and ENG-140. The total charges for those books exceeded [redacted]
Ms. [redacted] informed IWU that she wanted to permanently withdraw from all coursework on 10/12/2016. After all credits, charges, and return of Title IV funds were complete, Ms. [redacted]' student account balance was [redacted] balance she now owes.
Ms. [redacted] had two opportunities to avoid these charges. First, she could have completed the change of program application as directed by IWU on 9/6/2016. Second, she could have returned the textbooks she received for BUS-150 and ENG-140. The timely return of those textbooks alone would have resulted in a credit balance of approximately [redacted]
The balance she now owes is legitimate, and IWU reserves the right to pursue all lawful means to collect on that balance.
We hope these actions satisfactorily resolve this matter.
Initial Consumer Rebuttal /* (3000, 10, 2017/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not complete the change of program because I was not guaranteed the fees would be withdrawn. Returning the books would not have provided satisfactory credits to my account in relation to what I paid for them. I sent multiple emails to my counselor and called but was never informed of her leaving the company until I was failing my class and was forced to withdraw. I was advised by a reentry counselor they could have my account balance adjusted if I began full time coursework again. I am unsure as to why my account can not just be adjusted and allow me to leave. I do not wish to continue after this awful experience. Plus, my account was sold to collection during this process, as I was promised it would not.
Final Consumer Response /* (4200, 14, 2017/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided on my textbook refund amount is simply not true. Once [redacted], a re-entry rep recommended that I return the books to help compensate the funds owed, I was only allotted roughly around [redacted] for the books which is low in relation to the obvious balance on my account.
While yes, re-entering full course work allows for my financial aid to help take down the cost, the office was going to provide me a free class to compensate so my financial aid could catch up the balance.
No, IWU is not obligated to inform me of my counselor ending the employment, but I was assured that the transition would be made for me without hassle. But instead all I have gotten is broken promises.
If you are willing to give me a free class for me to continue, but won't let me not continue without comping my account, it does not make any sense.
Final Business Response /* (4000, 16, 2017/06/22) */
IWU's response to this consumer complaint is unchanged. The consumer received tangible goods in the form of textbooks and education services which resulted in academic credit. In exchange for their receipt of goods and services, the consumer incurred an obligation to pay. The outstanding balance is now past due. IWU will continue using all lawful means to collect on the outstanding balance.

Initial Business Response /* (1000, 5, 2016/03/11) */
Student enrolled in IWU's online MBA program and began the first course, MGMT500, Applied Management Theory, on November 18, 2014. Student contacted IWU on December 11, 2014 to withdraw from the course and indicated her last date of attendance...

was December 9, 2014, which included three weeks of instruction. According to IWU's published refund policy, tuition and fees for a course are not refundable after a student has attended two weeks. Since student attended three weeks, the charges for this first course were appropriately placed on student's account.
Student re-enrolled in MGMT500 for a January 27, 2015 start date, but was reported absent by the faculty member for the first three weeks of the course. After a student is absent for more than two weeks in any course, IWU administratively withdraws the student from the course in accordance with IWU's published attendance policy. Because the student never attended the online course, the tuition charges and fees for this second enrollment were removed from her student account, with the exception of a book that student received. Student is correct that IWU withdrew her without her permission, but that is because student violated the published attendance policy.
Student claims she submitted assignments during this second enrollment. After further review, student did not participate in nor submit any of the required assignments within the online classroom where participation and submission are required. Records show that student emailed the faculty member a few times, but outside contact with the faculty member does not equate to attendance in the online classroom.
During the student's limited enrollment, student applied for federal financial aid/loans, and was qualified to receive [redacted] divided into two disbursements. Eligibility for the aid is contingent upon student completing specific enrollment periods for each disbursement. This is a US Department of Education requirement, not an IWU requirement. After student withdrew during her first enrollment and never attended during her second enrollment, student lost eligibility for nearly all aid. IWU was required by federal regulations to return almost all of student's first disbursement, and was required to cancel the entire second disbursement. Because student attended the first three weeks during her first enrollment, she was eligible to receive [redacted] in unsubsidized loans from her first disbursement. IWU notified student via first class mail on January 8, 2015 and on March 10, 2015 that she was eligible to receive the [redacted] in loans and had until June 10, 2015 to accept the monies. After June 10, 2015, IWU was required by federal regulations to cancel this amount.
Student never notified IWU to accept the loan and therefore lost eligibility for those funds. The tuition and fee charges for her first enrollment and the book from her second enrollment ultimately became student's responsibility to pay out of pocket. To date, student has not fulfilled this financial obligation and remains liable for the debt. IWU will continue collection efforts until student satisfies the account balance.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They were notified on both occasions the loan was accepted and the other entrance "exam" was completed. Spoke with representatives in the accounting department and spoke with the re entrance representative via email stating that my loans would pay for my fees. I was told by both and accounting and re entrance rep, when my loan was coming and when it would be applied to my account. So it was known and all paperwork was completed for acceptance of loan, the school decided on their own to return the money. Now they are just trying to save face. At one point the loan for [redacted] showed up on my credit report from Navient, so they were informed.