Keller Graduate School of Management of DeVry University

I was satisfied with the courses and the contact I had with the staff at DeVry/Keller Though I still have yet to obtain a position in my career fieldI completed my Bachelor's Degree in Technical Management in I went back to school in and my academic advisor had me to enroll with KellerI was informed that since I already had a degree with DeVry and was an Alumni I would get the Alumni rate to go back to school with KellerI found later that this is not true and I had to pay the standard rate as if I never attended school because I didn't get my Bachelor's and Master's from DeVry or both my Bachelor's and Master's from KellerI was not able to get my Bachelor's from DeVry and get the Alumni rate continuing my education with Keller though they are affiliated and though they both are listed on my diploma from my Master's program with Keller

Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ June 18, [redacted] Re: [redacted] , [redacted] Dear Revdex.com, Please consider this DeVry Education Group's ("DVG") response to Mr[redacted] letter to the Better Business Bureau dated June 3, regarding his concerns about DeVry University ("DeVry")DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints in the DVG organizationThus, upon receipt of your request, DVG's Office of Ombudsman was engaged to investigate your concerns DVG understands the student's concern to be as follows: He had to postpone his attendance for ten months due to a balance assessed to his student account that was invalid DVG understands the student's requested resolution to be: For DeVry to provide two years of loss wages, an apology, and monetary damages of $200,000, For DeVry to be dismantled by a federal ruling Set forth below is an explanation of our findings based on our understanding of Mr[redacted] concerns and requested resolution IStudent Account Balance DeVry records show that Mr[redacted] had two separate gaps of enrollmentThe first gap in enrollment began in the summer semester and ended in the summer semester and his second gap in enrollment began in the fall semester and ended in the summer semesterThus we are unable to determine to which hiatus in enrollment Mr[redacted] is referring in his complaintHowever, DeVry has conducted a full investigation and audit of Mr[redacted] student account to address his concernsThe following are the findings of the investigation Mr[redacted] began attending DeVry during the fall semester with a major in Business AdministrationOn March 15, 2011, Mr[redacted] had a credit balance on his student account in the amount of $1,Based on federal regulations, refunds must be issued to students who have credit balances after their financial awards have been appliedThus on March 15, Mr[redacted] was issued a refund via checkOn March 18, 2011, DeVry conducted an audit of Mr[redacted] student account and found that Mr[redacted] had been over-awarded for the summer and fall semesters due to a decrease in his cost of attendanceThus $of Mr[redacted] subsidized loan funding was returned to his lender for the summer semester, and a total of $was returned to his lender for the fall semesterThe funds returned to Mr[redacted] lender created a corresponding balance on his student account in the amount of $1, Federal regulations prevent DeVry from applying credit balances from the current semester to a student's prior balanceBecause Mr[redacted] balance of $1,was accrued during previous semesters (summer and fall 2010), any credit balances on Mr[redacted] student account after the fall semester must be issued to Mr[redacted] in the form of a refundMr[redacted] then has the option to apply any refunds received toward outstanding student account balancesOn April 1, 2011, Mr[redacted] received a refund in the amount of $due to a credit balance on his student account in accordance with federal regulationsOn [redacted] 10, finance charges in the amount of $were applied to Mr[redacted] account (Exhibit A) as a result of his unpaid balanceAgain, on June 14, 2011, finance charges in the amount of $were applied to Mr[redacted] student accountThe student's aforementioned balance of $1,plus accrued interest ($+ $17.31) brought the student's balance to a total of $1, On July 20, Mr[redacted] received a refund in accordance with federal regulations in the amount of $On July 25, Mr[redacted] received a refund in the amount of $1,On November 10, 2011, Mr[redacted] account was transferred to DeVry's internal collection department due to non-paymentMr[redacted] received dunning letters detailing his delinquent balance from DeVry's internal collections department in December 2011, January 2012, February 2012, and March A sample of the letters sent to Mr[redacted] is attached in Exhibit B On April 2, 2012, Mr[redacted] made a payment via electronic check in the amount of $to his student account which reduced his balance to $1,($- $+ $in interest)On July 29, 2012, Mr[redacted] made a payment to DeVry via electronic debit in the amount of $200, further reducing his balance to $($- $+ $in interest charges)DeVry permitted Mr[redacted] to re-enroll for the July session despite having an unpaid balance of $Mr[redacted] received refunds of $in August 2012, $in September 2012, $in November 2012, and $in January However, DeVry did not receive any payments towards Mr[redacted] balanceOn April 15, Mr[redacted] account was again placed in our internal collections department due to non-paymentAt that time, his account balance was $($+$in student services charges) On July 31, 2013, Mr[redacted] was informed by his lender that he was approaching his aggregate loan limit (Exhibit C)On August 23, 2013, Mr[redacted] was also informed by his student finance consultant that he was approaching his aggregate loan limitAt that time he was given a copy of his National Student Loan Data System (NSLDS) records which illustrated all educational loans he had obtained up to that point and the aggregate limit of those loans (Exhibit D)In addition, he was provided with an estimated budget for the fall and spring semesters which illustrated the approximate amount of financial awards he was eligible to receive (Exhibit E) On September 1, 2013, Mr[redacted] was again permitted to resume courses despite having a balance of $Mr[redacted] elected to have his credit balance of $for the September session applied to his student account balance of $1,020.71, and this reduced his student account balance to $Mr[redacted] also chose to have his November session credit balance of $applied to his student account balance of $416.71, which resulted in a credit of $After finance charges of $were subtracted from that amount, a credit of $was refunded back to the studentThus Mr[redacted] entered the March session with a balance of zero In March 2014, Mr[redacted] enrolled in DeVry courses despite prior notification that he had reached his aggregate loan limitBecause he was no longer eligible to receive Stafford loans and his Pell grant eligibility was also reduced, Mr[redacted] financial awards did not cover his tuition and feesThis resulted in a balance of $2,that was applied to Mr[redacted] student accountSince March 2014, Mr[redacted] student account has accrued $in interest chargesThus his current account balance is $2, IISummary Based on the above, Mr[redacted] was over-awarded during the summer and fall semesters due to a decrease in his cost of attendanceHis balance as a result of being over-awarded in was not paid in full until the January sessionMr[redacted] was informed that he was approaching his aggregate loan limit and was given a ledger which illustrated his loan amounts and a budget which illustrated his financial award eligibilityMr[redacted] continued in courses after being notified that he was no longer eligible for federal loansAs a result, during the March session Mr[redacted] accrued a balance of $2,and interest charges in the amount of $for a total current balance of $2,After conducting a thorough review, DeVry has determined that these charges are validIf Mr[redacted] would like to make payment arrangements to address his balance or explore alternative options to fund his education, he can contact [redacted] at [redacted] , option or [redacted] @ [redacted] This written response represent that your concerns have reached the highest level of escalation within DeVry Education GroupYour concerns, as addressed, have been investigated communicated, and are now considered closed We trust this letter satisfactorily addresses your concerns Sincerely, [redacted] Senior Associate, Office of Ombudsman [redacted] @devrygroup.com

Initial Business Response / [redacted] (1000, 5, 2014/06/23) */ June 23, Re: [redacted] Revdex.com Case# [redacted] Please consider this DeVry Education Group's ("DVG") response to your letter on June 13, regarding the concerns of DeVry University ("DeVry") student, [redacted] DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DVG organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr[redacted] concerns DVG understands Mr[redacted] concerns to be: DeVry is attempting to collect a debt that never existed in because the VA informed DeVry that they owe the VA money for his Post 9/GI Bill in October He never received any letters from DeVry about the debt DVG understands Mr[redacted] requested resolution to be: For DeVry to ask the VA for the money they took and then he can pay back the VA Set forth below is an explanation of the findings based on our understanding of Mr[redacted] allegations and requested resolution IVA Benefits According to DeVry records, Mr [redacted] received Chapter VA benefits during his enrollment at DeVryMr[redacted] VA benefits were certified for the Fall B session (January 2011) on December 10, Mr[redacted] VA benefits in the amount of $were received and disbursed to Mr[redacted] student account on December 30, On January 10, 2010, Mr [redacted] requested to drop from the Fall B sessionBecause Mr [redacted] had not attended any courses, the tuition and fees on his student account were reversed on January 11, A refund of the overpayment received from the VA was sent to Mr [redacted] on January 12, Because Mr [redacted] ceased enrollment during the session he was certified for, a school debt of $was created with the VABased on information provided by the VA, Mr [redacted] made a payment to the VA in the amount of $in to clear the debt In June 2013, DeVry received a debt letter from the United States Department of Treasury, Treasury Offset Program ("TOP") stating that DeVry owed the VA $in delinquent student debt for Mr***A case was immediately opened with the VA to clarify the debt owed to the VAA response was received from the VA on October 8, 2013, stating the debt of $was incorrect and was actually $(Exhibit A) Upon review of DeVry's case regarding the debt of $in delinquent student debt for Mr***, the VA refunded Mr [redacted] the amount of $on October 7, The debt that occurred in was a school debt, for which DeVry was responsible for paying back to the VA, not Mr***DeVry refunded the VA $on October 18, (Exhibit B)As a result of the debt that DeVry paid to the VA, $was added back to his student account balance IIDebt Notification The DeVry Student Account Center ("SAC") attempted to contact Mr [redacted] about the debt owed on his student accountA SAC representative left voicemails regarding Mr[redacted] student account balance at XXX-XXX-XXXX on the following dates: - December 4, - January 1, - February 22, Additional attempts to collect on Mr[redacted] student account balance were completed by mailed notices on the following dates: - December 20, - January 17, - February 14, - March 14, - March 28, IIISummary Based on the above, Mr[redacted] student account balance of $is accurateUpon Mr[redacted] withdrawal from the Fall B session, DeVry incurred a school debt of $to the VAAfter DeVry paid the VA for the debt of $1604.75, the amount was added back to Mr[redacted] student account to pay back to DeVryMr [redacted] may contact the Student Account Center at XXX-XXX-XXXX to schedule payment arrangements This written response represents that Mr[redacted] concerns have reached the highest level of escalation within DVGHis concerns, as addressed, have been investigated, communicated, and are now considered closed We trust this letter satisfactorily addresses Mr[redacted] concerns Best Regards, [redacted] Senior Associate, Office of Ombudsman Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any money from DevryI received an overpayment from the VAPer VA regulations, I can submit a waiver under mitigating circumstances to have up to credit hours debt payment forgivenThere were mitigating circumstances to me dropping my classesDevry and the VA created debt letters on me that did not actually existThan in 2013, Devry and the VA created the debt problemI received money from the VA for Post 9/benefits two years after I graduated from Devry free and clear of any debtDevry and the VA created a hardship for me fall of when they made mistakesI have several friends who are veterans who went to public schools who paid far less for tuition for their MBA program than I did at Devry who had the same situation and their school worked with the VA in processing a waiver for the mitigating circumstances and the debt was forgivenConsidering the circumstances, how far does Devry want to take this over a mistake that they and the VA made? So in two more years, if the VA makes another mistake saying I owed money, but I really didn't and Devry does this againDo I have to go through this again? I just feel like I have no rights as a private citizen and I am being punished by the government and a big corporation because they made a mistakeThe fact remains that the government offers VA overpayment forgiveness, but Devry is trying to deny me this option by destroying my credit instead of the person who took the money from themI just do not agree and I will continue to document and explore other options in fighting this battleI feel like the VA is using this as a form of punishment because I was a whistleblowerI am sorry, I do not agree with Keller on their decisions Final Business Response / [redacted] (4000, 11, 2014/07/30) */ July 30, Re: [redacted] Revdex.com Case# [redacted] Please consider this DeVry Education Group's ("DVG") response to your letter on July 1, regarding the concerns of DeVry University ("DeVry") student, [redacted] DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DVG organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr[redacted] concerns DVG understands Mr[redacted] concerns to be: DeVry and the Veteran's Administration ("VA") have created debt letters on him that did not actually exist He had mitigating circumstances and should have been provided with debt forgiveness by the Veteran's Administration ("VA") and DeVry is attempting to deny him the opportunity for this DVG understands Mr[redacted] requested resolution to be: For DeVry to ask the VA for the money they took and then he can pay back the VA Set forth below is an explanation of the findings based on our understanding of Mr[redacted] allegations and requested resolution IDebt Letters As stated in the previous response, dated June 23, 2014, DeVry received a debt letter from the United States Department of Treasury, Treasury Offset Program ("TOP") stating that DeVry was required to pay VA $in delinquent student debt for Mr***Information provided by the VA on October 18, 2013, clarified that the debt of $was incorrect and DeVry was actually required to pay $from an overpayment that was created by the VA in on Mr[redacted] student account The debt letters provided in the previous response on June 23, 2014, were sent to DeVry from the VA and state that DeVry is required by federal regulation to return the overpayment of funds to the VADeVry returned $to the VA, which created a balance to Mr[redacted] student account IIMitigating Circumstances According to DeVry records, Mr [redacted] requested to withdraw from the Fall B session (January 2011) on January 10, Per Mr[redacted] signed withdrawal form, he did not provide a reason for his withdrawal from DeVry on January 10, Per VA policy, when a student terminates or reduces their course schedule after the drop period and a non-punitive grade is assigned, mitigating circumstances should be consideredMr [redacted] was dropped from his Fall B session courses and because he did not attend the courses he did not receive grades for the courses; therefore according to VA policy he could not be considered for mitigating circumstances In some instances, the VA policy allows payment through the last date of attendance due to a student's extenuating circumstance, however if the student does not attend the course and does not receive a grade in the course, DeVry is unable to accept payment for the courseIn Mr[redacted] instance, his courses had already been certified and payment was received for the session before he requested to drop from the course, which created an overpayment by the VA for the Fall B session IIISummary Based on the above, DeVry was federally required to return the overpayment of funds on Mr[redacted] student account to the VA, which left a balance of $on Mr[redacted] student accountHe may contact Anita Taylor, a supervisor with the Student Account Center at XXX-XXX-XXXX to advise on payment arrangements The VA's mitigating circumstance policy does not apply to DeVry's obligation to return funds to the VA in cases where the student never attended any courses in the enrollment period We trust this letter satisfactorily addresses Mr[redacted] concerns Best Regards, [redacted] Senior Associate, Office of Ombudsman Final Consumer Response / [redacted] (4200, 13, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response that was given, but the information that you were provided is not correctI spoke with my Student [redacted] Coach at the Devry Campus to which I attended school atI explained to him that I needed to withdraw from class to work on my marriage In regards to the the VA policiesFirst, what VA regulations are you citing as your resource? Please provide the individual at the VA who is interpreting this Federal Regulation to you, so I may have my local Congressmen question the validity of this interpretationYou cannot expect a person of sound mind to just take your word without backing it up with factual evidence I understand that the VA created a situation for Devry and I do feel bad that this happenHowever, I do not feel that this burden should be mine because I wanted to work on my marriage because I loved my wifeThe responsibility of making sure that the money is in the correct hands is on Devry and the VAI did the responsible thing and notified Devry that I had extenuating circumstances and I needed to drop my course The way that I interpret the OMBUDSMAN response is that I should have taken the classes than dropped them because of extenuating circumstances and I would have been fineHowever, I am being penalized because I thought it would be the right thing by Devry and my wife to withdraw before class starts because I would be creating more issues for Devry's staff and I would be putting school before my wifeIf this is how the policy is written, than it is a bad policy I am truly sorry and whole heartedly disagree with this explanationI never once did anything wrong and I believe the public would agree with me on thisThe debt letters that were created were basically phony because the VA and Devry was not keeping track of where the money actually wasI don't recall ever receiving these letters and I was cleared financially by Devry prior to Graduation even though Devry and the VA claims that I created this debt in January of which is not consistent with Devry's graduation policies I am sorry, but I am not Federally required to return the money the VA took from youHonestly, if the VA Federally required Devry to return money that should have never been returnedYou should be fighting a corrupt system and not meAs an Institution of Higher Learning, I am sure you are well of aware of the corruption that is going on in the VA and I would think that a veteran friendly organization would try to help a veteran remedy this situation instead of holding the Veteran accountable for the VA's mistakes

Initial Business Response /* (1000, 5, 2014/09/10) */
September 10,
Re: Revdex.com Case #XXXXXXXX
*** ***
Please consider this DeVry Education Group's ("DVG") confirmation of receipt of Ms***'s concerns filed with the Revdex.com on September 8, DVG takes student
complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DeVry Group organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate her concerns
DVG takes Ms***'s allegations very seriouslyHowever, DVG is unable to investigate her concerns at this time due to being unable to identify her as a DeVry applicant or student based on the consumer information she filed with the Revdex.comAdditional identification information, such as her DeVry student identification number and address used during her admission process is needed for an investigation to be completedOnce investigated, and if substantiated, DVG would take remedial steps to address the situation
Sincerely,
***
Senior Associate, Office of Ombudsman

Initial Business Response /* (1000, 9, 2014/07/14) */
SEE ATTACHED DOCUMENTATION

Initial Business Response /* (1000, 7, 2014/05/29) */
May 29,
Re: ***
Revdex.com Case# ***
Please consider this DeVry Education Group's ("DVG") response to your letter on *** 19, regarding the concerns of DeVry University
("DeVry") student,***DVG takes student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr*** concerns
DVG understands Mr*** concerns to be:
He dropped a course before the start date and is still being charged by DeVry for the course, when the amount should have been returned to his student loan lender
DVG understands Mr*** requested resolution to be:
For DeVry to correct the amount owed from his student account
For DeVry to contact his student loan lender so the amount owed to his student loan is correct
Set forth below is an explanation of the findings based on our understanding of Mr*** allegations and requested resolution
IFall Semester
According to DeVry records, Mr*** requested by email to withdraw from ENGLduring the November session on November 18, On November 20, 2013, Mr*** spoke with an academic advisor and a student finance advisor regarding his withdrawal requestThe student finance advisor informed Mr*** that per the DeVry Tuition Refund policy and his last date of attendance, November 16, 2013, Mr*** would be responsible for 75% of the tuition and his fees for the November session
When a student withdrawals from a course, DeVry is federally required to process the Return to Title IV to determine the financial aid the student is entitled to keep and the financial aid that must be returned to the student's lenderOn December 16, 2013, $of Mr*** Stafford Unsubsidized loan and $of his Stafford Subsidized loan was returned to Mr*** lenderHe received a tuition refund of $on November 21,
On December 15, 2013, Mr*** sent an email to DeVry Student Services requesting to drop from MATHfor the January sessionUpon receipt of the request, the Registrar's department mistook Mr*** request for a withdrawal from the November session and his request to drop MATHwas not completed
On January 13, 2014, Mr*** called DeVry Student Services to drop from MATHfor the January sessionMr*** was dropped from the course and was sent a confirmation email on January 14, All tuition and fee charges for the January session were reversed on January 15, Mr*** received no financial aid for the January sessionAs a result of Mr*** request to drop his January session course, he dropped below the minimum amount of credit hours for the Fall semester and an additional $of his Stafford Subsidized loan and $of his Pell Grant was returned to his lender on January 31,
Mr*** currently has a student account balance of $with DeVry, stemming from his withdrawal from the November session and the return of loans to his lenderMr*** is responsible for repayment to his lender for the financial aid that he was entitled to keep for the November session
IISummary
Based on the above, Mr*** was withdrawn from the November session and dropped from the January session, as requested by Mr***Per federal requirements, Mr*** financial aid was adjusted based on his last date of attendance during the November session and after his drop from the January sessionHis DeVry student account balance of $is accurateMr*** will need to contact the DeVry Student Account Center at XXX-XXX-XXXX to make payment arrangements
This written response represents that Mr*** concerns have reached the highest level of escalation within DVGHis concerns, as addressed, have been investigated, communicated, and are now considered closed
We trust this letter satisfactorily addresses Mr*** concerns
Best Regards,
***
Senior Associate, Office of Ombudsman

Initial Business Response /* (1000, 5, 2014/08/14) */
August 14,
Re: Revdex.com Case #XXXXXXXX
*** ***
August 14,
Please consider this DeVry Education Group's ("DVG") response to Ms***'s concerns filed with the Revdex.com on August 5, DVG takes
student complaints very seriouslyThe Office of Ombudsman is the highest level of escalation for student complaints within the DeVry Group organizationThus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate her concerns
DVG understands Ms***'s concerns to be:
She is eligible for $of state grant funds; however, DeVry continues to delay sending her the funds and is unable to provide her with the date that she will receive the funds
She has received poor customer service when attempting to escalate her concerns regarding the grant funds to a supervisor
DVG understands Ms***'s requested resolutions are:
To have the grant funds be sent to her
To obtain a point of contact at DeVry which she can follow up with
Set forth below is an explanation of our findings based on our understanding of Ms***'s concerns and requested resolution
IRefund
DeVry's system defaults to hold student account credit balances that are created by non-Title IV funding (e.gcash payments, or state grants) unless the student updates his/her account settings to authorize such funds be issued to him/her
According to DeVry's records, Ms*** was enrolled in two courses (MGMTand SBE430) for the May session (May 5, - June 29, 2014)On May 19, 2014, a Minnesota state grant of $was applied to her student account resulting in a credit balance of $(Exhibit A)Because Ms***'s account setting was set to hold credit balances created by non-Title IV funding, a refund check for the excess funds to not issued to her at that time
DeVry's records reflect that on July 9, 2014, Ms*** spoke to a DeVry student finance advisor regarding the credit balance of $on her student accountThe following day, the advisor called and spoke to Ms*** and advised her that she would need to update her account setting through her student portal (my.devry.edu) to authorize DeVry to send her a check for the credit on her student accountDeVry's records confirm that she updated her account and gave the appropriate authorizationHowever, upon further review, DeVry found that Ms*** was not enrolled in course(s) for the following session (July session) and that she would be interrupting her enrollment at DeVryDue to the interruption, DeVry was obligated to review her entire student account which caused further delay in DeVry issuing Ms*** the refund checkAccording to federal regulation, DeVry was required to review her student account and to make any applicable adjustments within days of determining she was not longer enrolledAfter reviewing her student account, DeVry determined that Ms*** was still eligible for the credit balance on her student account and on August 5, 2014, DeVry issued Ms*** a check for the credit balance of $which resulted in her student account being brought to a zero (0) balance
IICustomer Service
DVG understands that Ms*** was unsatisfied with customer service she received from DeVry advisor(s)
DVG takes Ms***'s allegation very seriouslyIn response to Ms***'s concerns, DeVry's Student Finance team reviewed her account and records of her communication with student finance advisorsDeVry was unable to locate the telephone calls that Ms*** references in her complaint when she was denied the ability to escalate her concernsHowever, if Ms*** is able to provide additional information regarding the specific advisor and time frame, DeVry would further investigate the situationOnce investigated, and if substantiated, DeVry would take remedial steps to address the situationDeVry also encourages Ms*** to also provide information on this matter to her home campus Academic Advising Team Lead,***, at (XXX) XXX-XXXX or ***@devrygroup.com, so that her concern may be handled in accordance with the DeVry student complaint procedure found in the Online student handbook on page (http://www.devry.edu/d/devry-online-student-handbook.pdf)This is the avenue by which students can express their concerns and feedback locally and also includes an opportunity to appeal to the campus leader
IIISummary
Based on the above, due to Ms***'s student account setting and her interruption in enrollment at the university, there was a delay in DeVry issuing her a check for the credit balance on her student accountDeVry confirms that all funding was disbursed and refunded according to federal regulations
DVG trusts this letter satisfactorily addresses Ms***'s concernsPlease notify me if we can be of any further assistance
Sincerely,
***
Senior Associate, Office of Ombudsman

Initial Business Response /* (1000, 7, 2014/06/12) */
June 12, 2014
Re: Revdex.com Case [redacted]
Please consider this DeVry Education Group's ("DVG") response to the Revdex.com's email to the Office of Ombudsman on June 2, 2014 regarding the concerns of...

Chamberlain College of Nursing ("Chamberlain") applicant, Carolyn[redacted]. DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate her concerns.
DVG understands Ms.[redacted] concerns to be:
1. She attempted to request that her application fee be refunded to her; however, a Chamberlain representative told her there was no record of the payment.

DVG understands Ms.[redacted] requested resolution is:
To have her application fee refunded to her
Set forth below is an explanation of our findings based on our understanding of Ms.[redacted] concerns and requested resolution.
I. Application Fee
Chamberlain's website informs prospective students of its admission requirements and application for admission process (Exhibit A-B). As part of Chamberlain's application process, applicants are required to submit a $95 application fee. The application fee refund policy is located in the online application instructions and on the application for admission form (PDF) (Exhibit C). Applicants that submit the fee payment online are again reminded of the policy after it is submitted. The policy states:
"The application fee is refundable if the applicant cancels the agreement in writing prior to midnight of the tenth business day after the date of transaction."
On March 17, 2014, Ms.[redacted] completed an online application for admission to Chamberlain at its Addison, Illinois campus and submitted a credit card payment of $95 online for the application fee.
Chamberlain acknowledges that Ms.[redacted] contacted DVG's online student services on March 18, 2014 and April 17, 2014 to request that her application be canceled and her application fee be refunded. However, due to miscommunication between student services representatives and Ms.[redacted] admissions advisor, Ms.[redacted] request was not processed. On May 1, 2014, Ms.[redacted] spoke with her admissions advisor and her application was promptly canceled. Chamberlain confirms, on May 5, 2014, Ms.[redacted] application fee of $95 was refunded back to her credit card. Chamberlain apologizes for any inconveniences the delay in canceling her application and refunding her application fee may have cause her and would like to reassure her that it has taken steps to mitigate such internal miscommunication in the future.
III. Summary
Based on the above, Chamberlain has canceled Ms.[redacted] application and has refunded her application fee.
DVG trusts this letter satisfactorily addresses Ms.[redacted] concerns. Please notify me if we can be of any further assistance.
Sincerely,
[redacted]
Senior Associate, Office of Ombudsman

I was satisfied with the courses and the contact I had with the staff at DeVry/Keller. Though I still have yet to obtain a position in my career field. I completed my Bachelor's Degree in Technical Management in 2010. I went back to school in 2014 and my academic advisor had me to enroll with Keller. I was informed that since I already had a degree with DeVry and was an Alumni I would get the Alumni rate to go back to school with Keller. I found later that this is not true and I had to pay the standard rate as if I never attended school because I didn't get my Bachelor's and Master's from DeVry or both my Bachelor's and Master's from Keller. I was not able to get my Bachelor's from DeVry and get the Alumni rate continuing my education with Keller though they are affiliated and though they both are listed on my diploma from my Master's program with Keller.

In Jan 2006 I took GM545-Business Economics and received an A-. In Spring 2009 I was advised that I needed to take this course again and was entered into the course by the recommendation of my advisor. After realizing that this was a course I had already passed I then withdrew immediately. I thought that this withdrew would be automatic was told that this would not reflect my financial aid or my academic status. I was dismissed after this semester due to my academic progress. At the time I was dealing with financial and work hardships which made me fall behind on my academic studies. I re entered Keller in Fall 2014 and completed my degree in July 2015. It wasn't until I was applying for my doctorate with another school that I realized that Keller Graduate SChool had given me an F plus taken my financial aid after they were not supposed to. Also, the accounting course that was paid for in Summer of 09 should not have been paid for because I was already dismissed from the University.
I called on 12/8 and talked to someone and they had someone from student services named Cheri [redacted] to call me back. She was very rude although I was speaking to her nicely she hung up in my face and sent me to voicemail repeatedly. The only complaint I have is the fact that I was treated rudely and I was not given a good explanation. Also, I was told the reason why I got an F was because back then they did not do W ( withdrawls) but did only F's if you wanted to withdraw. I may have the persons named spelled wrong of whom I talked to but I do have her direct extension number which is [redacted]

Initial Business Response /* (1000, 5, 2014/08/14) */
August 14, 2014
Re: Revdex.com Case #XXXXXXXX
[redacted]
August 14, 2014
Please consider this DeVry Education Group's ("DVG") response to Ms. [redacted]'s concerns filed with the Revdex.com on August 5, 2014. DVG...

takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DeVry Group organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate her concerns.

DVG understands Ms. [redacted]'s concerns to be:
1. She is eligible for $2525.00 of state grant funds; however, DeVry continues to delay sending her the funds and is unable to provide her with the date that she will receive the funds.
2. She has received poor customer service when attempting to escalate her concerns regarding the grant funds to a supervisor.
DVG understands Ms. [redacted]'s requested resolutions are:
To have the grant funds be sent to her
To obtain a point of contact at DeVry which she can follow up with
Set forth below is an explanation of our findings based on our understanding of Ms. [redacted]'s concerns and requested resolution.
I. Refund
DeVry's system defaults to hold student account credit balances that are created by non-Title IV funding (e.g. cash payments, or state grants) unless the student updates his/her account settings to authorize such funds be issued to him/her.
According to DeVry's records, Ms. [redacted] was enrolled in two courses (MGMT340 and SBE430) for the May 2014 session (May 5, 2014 - June 29, 2014). On May 19, 2014, a Minnesota state grant of $2548.00 was applied to her student account resulting in a credit balance of $2545.00 (Exhibit A). Because Ms. [redacted]'s account setting was set to hold credit balances created by non-Title IV funding, a refund check for the excess funds to not issued to her at that time.
DeVry's records reflect that on July 9, 2014, Ms. [redacted] spoke to a DeVry student finance advisor regarding the credit balance of $2545.00 on her student account. The following day, the advisor called and spoke to Ms. [redacted] and advised her that she would need to update her account setting through her student portal (my.devry.edu) to authorize DeVry to send her a check for the credit on her student account. DeVry's records confirm that she updated her account and gave the appropriate authorization. However, upon further review, DeVry found that Ms. [redacted] was not enrolled in course(s) for the following session (July 2014 session) and that she would be interrupting her enrollment at DeVry. Due to the interruption, DeVry was obligated to review her entire student account which caused further delay in DeVry issuing Ms. [redacted] the refund check. According to federal regulation, DeVry was required to review her student account and to make any applicable adjustments within 30 days of determining she was not longer enrolled. After reviewing her student account, DeVry determined that Ms. [redacted] was still eligible for the credit balance on her student account and on August 5, 2014, DeVry issued Ms. [redacted] a check for the credit balance of $2545.00 which resulted in her student account being brought to a zero (0) balance.
II. Customer Service
DVG understands that Ms. [redacted] was unsatisfied with customer service she received from DeVry advisor(s).
DVG takes Ms. [redacted]'s allegation very seriously. In response to Ms. [redacted]'s concerns, DeVry's Student Finance team reviewed her account and records of her communication with student finance advisors. DeVry was unable to locate the telephone calls that Ms. [redacted] references in her complaint when she was denied the ability to escalate her concerns. However, if Ms. [redacted] is able to provide additional information regarding the specific advisor and time frame, DeVry would further investigate the situation. Once investigated, and if substantiated, DeVry would take remedial steps to address the situation. DeVry also encourages Ms. [redacted] to also provide information on this matter to her home campus Academic Advising Team Lead,[redacted], at (XXX) XXX-XXXX or [redacted]@devrygroup.com, so that her concern may be handled in accordance with the DeVry student complaint procedure found in the Online 2014 student handbook on page 32 (http://www.devry.edu/d/devry-online-student-handbook.pdf). This is the avenue by which students can express their concerns and feedback locally and also includes an opportunity to appeal to the campus leader.
III. Summary
Based on the above, due to Ms. [redacted]'s student account setting and her interruption in enrollment at the university, there was a delay in DeVry issuing her a check for the credit balance on her student account. DeVry confirms that all funding was disbursed and refunded according to federal regulations.
DVG trusts this letter satisfactorily addresses Ms. [redacted]'s concerns. Please notify me if we can be of any further assistance.
Sincerely,
[redacted]
Senior Associate, Office of Ombudsman

Initial Business Response /* (1000, 5, 2014/06/23) */
June 23, 2014
Re: [redacted]
Revdex.com Case#[redacted]
Please consider this DeVry Education Group's ("DVG") response to your letter on June 13, 2014 regarding the concerns of DeVry University...

("DeVry") student, [redacted] DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr.[redacted] concerns.
DVG understands Mr.[redacted] concerns to be:

1. DeVry is attempting to collect a debt that never existed in 2011 because the VA informed DeVry that they owe the VA money for his Post 9/11 GI Bill in October 2013.
2. He never received any letters from DeVry about the debt.
DVG understands Mr.[redacted] requested resolution to be:
1. For DeVry to ask the VA for the money they took and then he can pay back the VA.
Set forth below is an explanation of the findings based on our understanding of Mr.[redacted] allegations and requested resolution.
I. VA Benefits
According to DeVry records, Mr. [redacted] received Chapter 33 VA benefits during his enrollment at DeVry. Mr.[redacted] VA benefits were certified for the 2010 Fall B session (January 2011) on December 10, 2010. Mr.[redacted] VA benefits in the amount of $1604.75 were received and disbursed to Mr.[redacted] student account on December 30, 2010.
On January 10, 2010, Mr. [redacted] requested to drop from the 2010 Fall B session. Because Mr. [redacted] had not attended any courses, the tuition and fees on his student account were reversed on January 11, 2011. A refund of the overpayment received from the VA was sent to Mr. [redacted] on January 12, 2011. Because Mr. [redacted] ceased enrollment during the session he was certified for, a school debt of $1604.75 was created with the VA. Based on information provided by the VA, Mr. [redacted] made a payment to the VA in the amount of $1604.75 in 2011 to clear the debt.
In June 2013, DeVry received a debt letter from the United States Department of Treasury, Treasury Offset Program ("TOP") stating that DeVry owed the VA $29.17 in delinquent student debt for Mr. [redacted]. A case was immediately opened with the VA to clarify the debt owed to the VA. A response was received from the VA on October 8, 2013, stating the debt of $29.17 was incorrect and was actually $1604.75 (Exhibit A).
Upon review of DeVry's case regarding the debt of $29.17 in delinquent student debt for Mr. [redacted], the VA refunded Mr. [redacted] the amount of $1604.75 on October 7, 2013. The debt that occurred in 2010 was a school debt, for which DeVry was responsible for paying back to the VA, not Mr. [redacted]. DeVry refunded the VA $1604.75 on October 18, 2013 (Exhibit B). As a result of the debt that DeVry paid to the VA, $1604.75 was added back to his student account balance.
II. Debt Notification
The DeVry Student Account Center ("SAC") attempted to contact Mr. [redacted] about the debt owed on his student account. A SAC representative left voicemails regarding Mr.[redacted] student account balance at XXX-XXX-XXXX on the following dates:
- December 4, 2013
- January 1, 2014
- February 22, 2014
Additional attempts to collect on Mr.[redacted] student account balance were completed by mailed notices on the following dates:
- December 20, 2013
- January 17, 2014
- February 14, 2014
- March 14, 2014
- March 28, 2014
III. Summary
Based on the above, Mr.[redacted] student account balance of $1604.75 is accurate. Upon Mr.[redacted] withdrawal from the 2010 Fall B session, DeVry incurred a school debt of $1604.75 to the VA. After DeVry paid the VA for the debt of $1604.75, the amount was added back to Mr.[redacted] student account to pay back to DeVry. Mr. [redacted] may contact the Student Account Center at XXX-XXX-XXXX to schedule payment arrangements.
This written response represents that Mr.[redacted] concerns have reached the highest level of escalation within DVG. His concerns, as addressed, have been investigated, communicated, and are now considered closed.
We trust this letter satisfactorily addresses Mr.[redacted] concerns.
Best Regards,
[redacted]
Senior Associate, Office of Ombudsman
Initial Consumer Rebuttal /* (3000, 7, 2014/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any money from Devry. I received an overpayment from the VA. Per VA regulations, I can submit a waiver under mitigating circumstances to have up to 6 credit hours debt payment forgiven. There were mitigating circumstances to me dropping my classes. Devry and the VA created debt letters on me that did not actually exist. Than in 2013, Devry and the VA created the debt problem. I received money from the VA for Post 9/11 benefits two years after I graduated from Devry free and clear of any debt. Devry and the VA created a hardship for me fall of 2013 when they made mistakes. I have several friends who are veterans who went to public schools who paid far less for tuition for their MBA program than I did at Devry who had the same situation and their school worked with the VA in processing a waiver for the mitigating circumstances and the debt was forgiven. Considering the circumstances, how far does Devry want to take this over a mistake that they and the VA made? So in two more years, if the VA makes another mistake saying I owed money, but I really didn't and Devry does this again. Do I have to go through this again? I just feel like I have no rights as a private citizen and I am being punished by the government and a big corporation because they made a mistake. The fact remains that the government offers VA overpayment forgiveness, but Devry is trying to deny me this option by destroying my credit instead of the person who took the money from them. I just do not agree and I will continue to document and explore other options in fighting this battle. I feel like the VA is using this as a form of punishment because I was a whistleblower. I am sorry, I do not agree with Keller on their decisions.
Final Business Response /* (4000, 11, 2014/07/30) */
July 30, 2014
Re: [redacted]
Revdex.com Case#[redacted]
Please consider this DeVry Education Group's ("DVG") response to your letter on July 1, 2014 regarding the concerns of DeVry University ("DeVry") student, [redacted] DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr.[redacted] concerns.
DVG understands Mr.[redacted] concerns to be:

1. DeVry and the Veteran's Administration ("VA") have created debt letters on him that did not actually exist.
2. He had mitigating circumstances and should have been provided with debt forgiveness by the Veteran's Administration ("VA") and DeVry is attempting to deny him the opportunity for this.
DVG understands Mr.[redacted] requested resolution to be:
1. For DeVry to ask the VA for the money they took and then he can pay back the VA.
Set forth below is an explanation of the findings based on our understanding of Mr.[redacted] allegations and requested resolution.
I. Debt Letters
As stated in the previous response, dated June 23, 2014, DeVry received a debt letter from the United States Department of Treasury, Treasury Offset Program ("TOP") stating that DeVry was required to pay VA $29.17 in delinquent student debt for Mr. [redacted]. Information provided by the VA on October 18, 2013, clarified that the debt of $29.17 was incorrect and DeVry was actually required to pay $1604.75 from an overpayment that was created by the VA in 2010 on Mr.[redacted] student account.
The debt letters provided in the previous response on June 23, 2014, were sent to DeVry from the VA and state that DeVry is required by federal regulation to return the overpayment of funds to the VA. DeVry returned $1604.75 to the VA, which created a balance to Mr.[redacted] student account.
II. Mitigating Circumstances
According to DeVry records, Mr. [redacted] requested to withdraw from the 2011 Fall B session (January 2011) on January 10, 2011. Per Mr.[redacted] signed withdrawal form, he did not provide a reason for his withdrawal from DeVry on January 10, 2011.
Per VA policy, when a student terminates or reduces their course schedule after the drop period and a non-punitive grade is assigned, mitigating circumstances should be considered. Mr. [redacted] was dropped from his 2011 Fall B session courses and because he did not attend the courses he did not receive grades for the courses; therefore according to VA policy he could not be considered for mitigating circumstances.
In some instances, the VA policy allows payment through the last date of attendance due to a student's extenuating circumstance, however if the student does not attend the course and does not receive a grade in the course, DeVry is unable to accept payment for the course. In Mr.[redacted] instance, his courses had already been certified and payment was received for the session before he requested to drop from the course, which created an overpayment by the VA for the 2011 Fall B session.
III. Summary
Based on the above, DeVry was federally required to return the overpayment of funds on Mr.[redacted] student account to the VA, which left a balance of $1604.75 on Mr.[redacted] student account. He may contact Anita Taylor, a supervisor with the Student Account Center at XXX-XXX-XXXX to advise on payment arrangements.
The VA's mitigating circumstance policy does not apply to DeVry's obligation to return funds to the VA in cases where the student never attended any courses in the enrollment period.
We trust this letter satisfactorily addresses Mr.[redacted] concerns.
Best Regards,
[redacted]
Senior Associate, Office of Ombudsman
Final Consumer Response /* (4200, 13, 2014/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response that was given, but the information that you were provided is not correct. I spoke with my Student [redacted] Coach at the Devry Campus to which I attended school at. I explained to him that I needed to withdraw from class to work on my marriage.
In regards to the the VA policies. First, what VA regulations are you citing as your resource? Please provide the individual at the VA who is interpreting this Federal Regulation to you, so I may have my local Congressmen question the validity of this interpretation. You cannot expect a person of sound mind to just take your word without backing it up with factual evidence.
I understand that the VA created a situation for Devry and I do feel bad that this happen. However, I do not feel that this burden should be mine because I wanted to work on my marriage because I loved my wife. The responsibility of making sure that the money is in the correct hands is on Devry and the VA. I did the responsible thing and notified Devry that I had extenuating circumstances and I needed to drop my course.
The way that I interpret the OMBUDSMAN response is that I should have taken the classes than dropped them because of extenuating circumstances and I would have been fine. However, I am being penalized because I thought it would be the right thing by Devry and my wife to withdraw before class starts because I would be creating more issues for Devry's staff and I would be putting school before my wife. If this is how the policy is written, than it is a bad policy.
I am truly sorry and whole heartedly disagree with this explanation. I never once did anything wrong and I believe the public would agree with me on this. The debt letters that were created were basically phony because the VA and Devry was not keeping track of where the money actually was. I don't recall ever receiving these letters and I was cleared financially by Devry prior to Graduation even though Devry and the VA claims that I created this debt in January of 2011 which is not consistent with Devry's graduation policies.
I am sorry, but I am not Federally required to return the money the VA took from you. Honestly, if the VA Federally required Devry to return money that should have never been returned. You should be fighting a corrupt system and not me. As an Institution of Higher Learning, I am sure you are well of aware of the corruption that is going on in the VA and I would think that a veteran friendly organization would try to help a veteran remedy this situation instead of holding the Veteran accountable for the VA's mistakes.

Initial Business Response /* (1000, 5, 2014/06/18) */
June 18, 2014
[redacted]
Re: [redacted]
Dear Revdex.com,
Please consider this DeVry Education Group's ("DVG") response to Mr.[redacted] letter to the Better...

Business Bureau dated June 3, 2014 regarding his concerns about DeVry University ("DeVry"). DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG organization. Thus, upon receipt of your request, DVG's Office of Ombudsman was engaged to investigate your concerns.
DVG understands the student's concern to be as follows:
1. He had to postpone his attendance for ten months due to a balance assessed to his student account that was invalid.
DVG understands the student's requested resolution to be:
For DeVry to provide two years of loss wages, an apology, and monetary damages of $200,000,000.00.
For DeVry to be dismantled by a federal ruling.
Set forth below is an explanation of our findings based on our understanding of Mr.[redacted] concerns and requested resolution.
I. Student Account Balance
DeVry records show that Mr.[redacted] had two separate gaps of enrollment. The first gap in enrollment began in the summer 2011 semester and ended in the summer 2012 semester and his second gap in enrollment began in the fall 2012 semester and ended in the summer 2013 semester. Thus we are unable to determine to which hiatus in enrollment Mr.[redacted] is referring in his complaint. However, DeVry has conducted a full investigation and audit of Mr.[redacted] student account to address his concerns. The following are the findings of the investigation.
Mr.[redacted] began attending DeVry during the fall 2008 semester with a major in Business Administration. On March 15, 2011, Mr.[redacted] had a credit balance on his student account in the amount of $1,564. Based on federal regulations, refunds must be issued to students who have credit balances after their financial awards have been applied. Thus on March 15, 2011 Mr.[redacted] was issued a refund via check. On March 18, 2011, DeVry conducted an audit of Mr.[redacted] student account and found that Mr.[redacted] had been over-awarded for the summer 2010 and fall 2010 semesters due to a decrease in his cost of attendance. Thus $995 of Mr.[redacted] subsidized loan funding was returned to his lender for the summer 2010 semester, and a total of $497 was returned to his lender for the fall 2010 semester. The funds returned to Mr.[redacted] lender created a corresponding balance on his student account in the amount of $1,492.
Federal regulations prevent DeVry from applying credit balances from the current semester to a student's prior balance. Because Mr.[redacted] balance of $1,492 was accrued during previous semesters (summer and fall 2010), any credit balances on Mr.[redacted] student account after the fall 2010 semester must be issued to Mr.[redacted] in the form of a refund. Mr.[redacted] then has the option to apply any refunds received toward outstanding student account balances. On April 1, 2011, Mr.[redacted] received a refund in the amount of $890 due to a credit balance on his student account in accordance with federal regulations. On [redacted] 10, 2011 finance charges in the amount of $13.73 were applied to Mr.[redacted] account (Exhibit A) as a result of his unpaid balance. Again, on June 14, 2011, finance charges in the amount of $17.31 were applied to Mr.[redacted] student account. The student's aforementioned balance of $1,492 plus accrued interest ($13.73 + $17.31) brought the student's balance to a total of $1,523.04.
On July 20, 2011 Mr.[redacted] received a refund in accordance with federal regulations in the amount of $771. On July 25, 2011 Mr.[redacted] received a refund in the amount of $1,492. On November 10, 2011, Mr.[redacted] account was transferred to DeVry's internal collection department due to non-payment. Mr.[redacted] received dunning letters detailing his delinquent balance from DeVry's internal collections department in December 2011, January 2012, February 2012, and March 2012. A sample of the letters sent to Mr.[redacted] is attached in Exhibit B.
On April 2, 2012, Mr.[redacted] made a payment via electronic check in the amount of $390 to his student account which reduced his balance to $1,146.56 ($1523.04 - $390 + $13.52 in interest). On July 29, 2012, Mr.[redacted] made a payment to DeVry via electronic debit in the amount of $200, further reducing his balance to $966.37 ($1146.56 - $200 + $19.81 in interest charges). DeVry permitted Mr.[redacted] to re-enroll for the July 2012 session despite having an unpaid balance of $966.37. Mr.[redacted] received refunds of $814 in August 2012, $162 in September 2012, $778 in November 2012, and $777 in January 2013. However, DeVry did not receive any payments towards Mr.[redacted] balance. On April 15, 2013 Mr.[redacted] account was again placed in our internal collections department due to non-payment. At that time, his account balance was $1020.71 ($966.37 +$54.34 in student services charges).
On July 31, 2013, Mr.[redacted] was informed by his lender that he was approaching his aggregate loan limit (Exhibit C). On August 23, 2013, Mr.[redacted] was also informed by his student finance consultant that he was approaching his aggregate loan limit. At that time he was given a copy of his National Student Loan Data System (NSLDS) records which illustrated all educational loans he had obtained up to that point and the aggregate limit of those loans (Exhibit D). In addition, he was provided with an estimated budget for the fall 2013 and spring 2014 semesters which illustrated the approximate amount of financial awards he was eligible to receive (Exhibit E).
On September 1, 2013, Mr.[redacted] was again permitted to resume courses despite having a balance of $1020.71. Mr.[redacted] elected to have his credit balance of $604 for the September 2013 session applied to his student account balance of $1,020.71, and this reduced his student account balance to $416.71. Mr.[redacted] also chose to have his November 2013 session credit balance of $525 applied to his student account balance of $416.71, which resulted in a credit of $108.29. After finance charges of $25.22 were subtracted from that amount, a credit of $83.07 was refunded back to the student. Thus Mr.[redacted] entered the March 2014 session with a balance of zero.
In March 2014, Mr.[redacted] enrolled in DeVry courses despite prior notification that he had reached his aggregate loan limit. Because he was no longer eligible to receive Stafford loans and his Pell grant eligibility was also reduced, Mr.[redacted] financial awards did not cover his tuition and fees. This resulted in a balance of $2,667.00 that was applied to Mr.[redacted] student account. Since March 2014, Mr.[redacted] student account has accrued $63.15 in interest charges. Thus his current account balance is $2,730.15.
II. Summary
Based on the above, Mr.[redacted] was over-awarded during the summer 2010 and fall 2010 semesters due to a decrease in his cost of attendance. His balance as a result of being over-awarded in 2010 was not paid in full until the January 2014 session. Mr.[redacted] was informed that he was approaching his aggregate loan limit and was given a ledger which illustrated his loan amounts and a budget which illustrated his financial award eligibility. Mr.[redacted] continued in courses after being notified that he was no longer eligible for federal loans. As a result, during the March 2014 session Mr.[redacted] accrued a balance of $2,667 and interest charges in the amount of $63.15 for a total current balance of $2,730.15. After conducting a thorough review, DeVry has determined that these charges are valid. If Mr.[redacted] would like to make payment arrangements to address his balance or explore alternative options to fund his education, he can contact [redacted] at [redacted], option 1 or [redacted]
This written response represent that your concerns have reached the highest level of escalation within DeVry Education Group. Your concerns, as addressed, have been investigated communicated, and are now considered closed.
We trust this letter satisfactorily addresses your concerns.
Sincerely,
[redacted]
Senior Associate, Office of Ombudsman
[redacted]@devrygroup.com