Liberty University Online

Response to Complaint# [redacted] Advertising issues - Liberty states on its website that they provide a virtual classroom which they do not and failed to inform me of such until after the classes had startedAfter reviewing the sections on the [redacted] website that are intended for New Students no language of a virtual classroom was locatedThere is language that references an online classroom but without specific claims of what will or will not be deliveredBeyond this multiple sections offer insight and encourage prospective students to explore further into the format within courses prior to enrolling in coursesThis is offered through viewing and completion of a sample course and tutorials that show how the course is presented within the Blackboard softwareThe intent of these being made available is to insure students have seen the format and system before enrolling and participating in a course which would require them to withdrawal with penalty after being active within the course billing issues - Liberty is now assessing a 25% pro-rated tuition fee upon me due to the fact I withdrew after week of classesIn this one week period of time I received no instruction, no lecture, no virtual classroom, no course-related feedback from professors, information that was out-dated in the field I was studying, and professors who openly admit (in emails) to not knowing the subject matter in which they are teachingWhy am I responsible to pay tuition when no instruction occurredLiberty University admitted that the coursework I was studying was not and will not be for years to come up on current teaching practices nor will it be in a virtual classroom settingI was told directly by the University that if I wanted to learn about education I should invest time in watching presentations on [redacted] from [redacted] UniversityWhy would I should I pay Liberty tuition when they admit I will not learn from their format? The complainant’s claims of content being out-dated along with professors admitting to not knowing the subject matter is being further reviewedAt this time no correspondence between the student and professors showing this has been providedAlso the complainant has submitted a complaint for review through our internal complaint system where these claims are being passed along to the educational department leadership for the programs they took courses within to fully investigate and resolve if neededRegarding the 25% that is not being refunded upon withdrawal this process is explained through our withdrawal policy online as well as the student being notified this would take place with the opportunity to rescind and stay in courses to avoid the chargesThe complainant did enter a contract with the University upon completion of the financial chepromise, and in line with this was given access to the course and was an active participant in the course Contract issues - Liberty promised to provide a virtual classroom that was modern and up-to-dateWhich it was notIf I enter into a contract to purchase a car and I have in fact paid for said vehicle I will receive itIn this case I paid for a virtual classroom that was taught by experts in their fieldFunny thing is I paid but received nothing that Liberty promisedI have emails from the professors that state they do not know or understand the subject matter they are to be teachingSee comments from concern #above regarding the virtual classroom and tools/resources provided to all students to insure they have insight into courses before enrolling and making activityEmails between the professor and complainant have not been provided for review at this point Customer service - I have been trying for a week now to get hold of someone, anyone at Liberty who could help meAll I receive in return are emails stating they are sorry but to try and email more peopleThe list of people I am to contact is a circuitous oneEach office tells me to contact each other and vice versaI have asked for contact information to the appeals office, only to be told they do not have contact informationWho can help if I cannot contact the appeals office? I tried writing an appeal and it would not let me submit oneI will attach below a copy of the appeal I have been sending repeatedly to LibertyAccording to complainants records they have contacted the University between 5/30/and 6/3/regarding their frustrations and how to submit a complaint/appeal surrounding their experience and the impact of their withdrawal from coursesThe complainant was directed to submit an official complaint and when sharing that they had challenges attaching documentation was responded to by the Student Advocate office within hours providing assistance on how to attach documentation the complainant would like considered for reviewCurrently this complaint is under review and within the stated 7-day timeframe for completion they were given on 6/3/ Delivery issues - My issue here is that they were to deliver a virtual classroom and failed to do soAlso professors were to be the current and proficient in their field and they are not (based on their own words)Also professors used derogatory terms when referring to students with disabilities - I know this is a concern that the Revdex.com does not get involved inI am bringing this up to illiterate a point that professors that are up on best teaching practices would know better then to use the wrong terminology when discussing studentsI was paying to learn best teaching practices which I could not learn if professors used derogatory and outdated termsSee responses to concerns and aboveComplainant has not provided any correspondence between themselves and professors for review either within this Revdex.com complaint or attached alongside their internal complaint with the UniversityUntil documentation is provided Product issues - Liberty touts this as a virtual classroom which it is notThis is nothing more than a home study/correspondence courseThe only difference now being that I send my assignments in via the internet and not the postal serviceLiberty also stated that I was to receive constant and immediate feedback that would be course/content relatedThis never occurred and when I asked for course content feedback it was not provided, I was told that it could not be provided directly from my professor because she did not know what the content wasBack to my car analogy...if I took my car in to be repaired I would hope that the technician was an expert who could diagnose the problem and fix it., not just state the obvious that it does not workIf a professor cannot provide appropriate feedback then the product that Liberty is selling (an education) is worthlessSee responses above to concerns # 1, 3, and regarding the virtual classroomRegarding the concerns with lack of feedback and content expertise this is being investigated by the academic department via our internal complaintThis process can be aided greatly by the complainant providing any correspondence between themselves and professors were claims made above can be substantiated and reviewed Refund - I do not feel I owe a 25% pro-rated tuition rate for a product that was never delivered and a contract that they broke by not providing a virtual classroom nor educators who are experienced and expertsI was told by the school of education at Liberty University that the things I just mentioned would not be available for years to come in the Masters' of Arts and Teaching programI should have been made aware of this upfront in the many times that I asked prior to class beginningI tried posting my appeal that I have been sending to Liberty University on this form, however, it is not allowing me to submit my complaintI would like to send this to the Revdex.com so that you have a quantifiable accounting of all my complaints with Liberty UniversityPlease contact me for further informationConcerns regarding portion of courses that is not refunded as well as claims that virtual classroom was offered but not delivered on have been addressed aboveAlso concerns over response time are addressed above with concern #In summary upon review of the situation the accusation above of unmet promises that the complainant shares regarding the virtual classroom are inconsistent with the information made available on the University’s online program websiteThe complainant claims inaccurate information was shared via phone calls as wellUpon review of any calls that were available for review any conversations where this was discussed could not be locatedThe complainant’s request to refund the 25% of tuition for the courses attempted will not be granted as the student was informed of the potential impact of a withdrawal at multiple stages (policy posted on website, required to review at Financial Check-In, policy included in first required assignment for the course, and consequences outlined upon request to withdrawal with opportunity to rescind and stay in courses)Also the opportunity to further investigate the course format are readily available and advertised to students to insure they are comfortable and satisfied with the format and type of interaction they will receive

I have reviewed the response offer 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 In the first place, I was sent the curriculum, opened it on Monday, met with my doctor, Dr [redacted] ***, now working with the VA on Tuesday, was admonished to quit per my health right then and there Classes were to start on Wednesday I never started the class The fact that you keep trying to offer me a credit for the class is evident that you know you have done me an injustice You tried to offer me a class back then and you are still doing it six years later I told you back then and I am telling you now, I am unable to take your coarse because of my health You try to intimate that I should have known that I was not able to do the work before I started How do you know whether you can do a certain thing until you try it? How do you know when and where your health is going to fail you? I know for me when I plan to do something, I do not plan it thinking I am going to fail or I will not be able to complete it I put my hard earned $down hoping with all my being that I was going to succeed It was a great disappointment to me when Dr [redacted] told me that I needed to quit because of my health I am also disillusioned because I wanted so much to go to your (supposedly) great university that I had dreamed about for years I am not sure that I will be able to let this go You have lied about me Regards, [redacted]

We are in receipt of your notice dated May 8, 2015, regarding the complaint ID referred to aboveIn the complaint, a former Liberty student indicated that they were aware they owed a balance to the University, but were not asked about potential payment arrangements nor were they advised that their account could potentially be referred to a collection agencyThe complainant is upset because their balance is now larger plus collection fees and they are willing to discuss payment arrangements but have been told it is too late to pay Liberty After review, the complainant’s request has been granted The account has been withdrawn from the collection agency to which it had been referred, and is now solely in the hands of Liberty UniversityThus, the complainant can now discuss payment arrangements with Liberty and make payments directly to the UniversityIn addition, the owed amount is again $3,500, the balance the complainant owed after ceasing attendance during the Fall semester—the additional $1,collection fee noted by the complainant previously has been cancelledThe complaint is encouraged to contact the Student Accounts Office at ###-###-#### to discuss payment arrangements Representatives from the Student Accounts Office will be contacting the complainant shortly to confirm this information and to discuss payment arrangements

The following is in response to the complaint referenced aboveAfter the submission of medical documentation, the student was granted reasonable accommodations based on their disabilityAfter speaking with the student by phone, they stated that they did not know they had to request additional time for each assignment, and felt as though they did not have to do so because it should be automaticthe student also stated that at the other colleges that they had attended in the past, the universities allowed them to have more flexible assignment deadlines, as well as allowing them to complete reports or other written assignments instead of quizzes and testsIt was explained to the student that our office would not be able to grant them that accommodationAn attempt was made to clarify the academic accommodations, and how to go about requesting additional time for assignments as listed on the Accommodation Acceptance Form that we have received back from the student initialed on each page and signed acknowledging that they agreed to the terms and conditions set forth in the documentThe student stated by phone that they did not read the Accommodation Acceptance Form, just signed it and returned to our officeThe student has been encouraged to reread the Accommodations Acceptance Form to gain a better understanding of her academic accommodations.Sincerely,

I think that Liberty U offered me nothing but stuck to a policy that allowed others to recurve credit prior to changing their policy in I am disappointed

Re: Revdex.com ID – [redacted] The following is in response to the complaint ID referenced above that was received by our office on 2/18/A response to a separate complaint was posted in response to this complaint in errorThe complaint outlined below is the official response from Liberty University to complaint ID- [redacted] .Upon thorough review of the student’s situation, we were able to verify that in accordance with the university’s Official Withdrawal policy, the student requested via email on 2/9/the following, “Please withdraw me from my classes as I will be enrolling in another school.” Therefore, the student was withdrawn from the APOL and GOVT courses that began on 1/18/and ends on 3/11/ The student was registered for PHSC and SOCI courses that are scheduled to begin on 3/21/ Per the Withdrawal Policy, “The withdrawal date, in accordance with federal guidelines, is recognized as the date the student notifies Liberty University of the intent to withdraw, either in writing or orallyIf the student leaves without notification, the last date of attendance will be documented as the withdrawal date The student did state in a conversation on 2/9/16, as well that the student wanted to remain in the future courses that began on 1/18/and dropped the future courses that begin on 3/21/ However, the email that originally stated that the student wanted to withdraw from courses was forwarded to the withdrawal team for processing In light of the conflicting requests, the student was presented the opportunity to rescind the withdrawals from APOL and GOVT by completing the Rescind Form and selecting re-enroll for each course the student wanted to complete The student rescinded their withdrawals on 2/11/ After the withdrawal was rescinded, any concerns with the student’s account regarding a balance or reinstatement of financial aid were rectified and the student does not have an account balance with the university Regarding the interactions between the student and our Student Accounts team we have the following responseThe student contacted Student Accounts on 2/12/to request a refund of financial aid credit for the Spring semester The representative researched and discovered that since a withdrawal request was submitted earlier in the week and later rescinded, her financial aid had to be restored This caused a delay in her refund being released The representative explained this information to the student The student expressed the hardship this situation had caused Student requested to speak to a supervisor By the end of the phone call, the student requested to be transferred to Academic Advising The student next contacted Student Accounts on 2/17/and submitted a supervisor request to express frustration of how she was treated by previous representative from 2/12/ The student contacted Student Accounts on 2/18/and spoke to a representative about her refund Although refund was delayed by withdrawal rescission, refund was released to student within timeframe required by federal regulations from the Department of Education Representative informed the student that refund was released and would be available to use within 1-daysLastly a Student Accounts manager contacted the student on 2/23/to discuss phone call on 2/12/ He left a voicemail, and contact information for student to call back at student’s earliest convenience to further hear out her frustration Sincerely,

Re: Revdex.com ID – [redacted] After searching for the complainant in our database we were not able to locate their file and records using the consumer information they providedIf the complainant can respond back with their student ID, active email address utilized as a student, or active phone number on file that they have been receiving calls at we will seek immediate resolution to their complaintSincerely,

I have reviewed the response offer 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 Regards, [redacted] TO WHOM IT MY CONCERN I REFUSE LIBERTY UNIVER OFFER AND I KNOW MY RIGHTS THIS ONLINE UNIVERSITY HAS CONTINUALLY DONE THIS TO ME AND OTHER PEOPLE I KNOW CLAIMING THEY OWE A BALANCE LIBERTY UNIVERSITY CAN'T BE TRUSTED EVEN THOUGH THEY SAY THIS IS A CHRISTIAN COLLEGEI'M GOING TO FORTH MY RIGHTS WHEN SOMEONE ELSE IS VERY WRONG TO MANY PEOPLE WHO IS TRYING TO FORTH THEIR EDUCATION BY ENROLL TO LIBERTY UNIVERSITY WHO HAS THROWN THEM OFF TRACK SO I AM GOING TO HAVE THOSE PEOPLE WHO IS HAVING THIS SAME PROBLEM TO SPREAD THE WORDS AND TO SIGN A PETITION I'M A STAY AT HOME MOTHER AND JUST WAS WANTING TO FORTH MY EDUCATION WITH LIBERTY UNIVERSITY ONLINE BUT IT DIDN'T HAPPEN BECAUSE OF THE STEPS THIS UNIVERSITY ONLINE TAKE TO CHEAT ME AND OTHER PEOPLE OUT OF MONEY AND A COLLEGE DEGREE WE ALL WAS LOOKING FORWARD TO EARN UNTILL WE ENROLL IN LIBERTY UNIVER ONLINE WHICH HAS CAUSE MANY HARDSHIP NOT ONLY TO ME BUT TO OTHERS

Re: Revdex.com – [redacted] We are in receipt of your notice dated November 19, 2016, regarding the complaint ID referred to aboveIn the complaint, the student stated that they completed a Master Promissory Note (MPN), complete with an endorser addendum, on September 6, However, after a recent loan disbursement, the student noted that they did not receive all the Graduate PLUS Loan funds they had been projected to receive for the fall semesterAfter contacting the University’s Financial Aid Office, they were advised that an MPN with an endorser addendum was missing, and preventing the full aid from disbursingThe student indicated that they contacted the U.SDepartment of Education about this and were advised that the MPN in question was received and was on file but that it had not yet been processed by LibertyThe student has expressed frustration that the University has had the MPN required for two-and-a-half months and has not processed all disbursementsThe student has expressed concern that it may take another month for them to receive their remaining loan credit for the fall semesterLiberty records show that, on August 23, 2016, the University received a notice from the U.SDepartment of Education that the student had been approved for a Graduate PLUS LoanThe student had applied for this loan with an endorser cosigning on their applicationFunds from this loan were projected onto their account for the fall semester as of August 29, On September 7, 2016, the University received a second Graduate PLUS Loan approval for this studentThis application also featured an endorser’s signatureOn September 10, 2016, the University noted on the U.SDepartment of Education’s Common Origination and Disbursement (COD) database that the student and endorser had completed a Graduate PLUS Loan MPN as of September 6, This MPN, which was completed before the University had received the second Graduate PLUS Loan approval, enabled the initial loan approved on August 23, 2016, to be processedHowever, it should be noted that, per federal regulations, every PLUS loan for which a student is approved based on the co-signature of an endorser requires a distinct MPNDespite the fact that both loans were for the same period and both featured the same endorser cosigning, each approved loan needed a separate MPN signed and co-signed in order for funds to be disbursedThus, when the student received a disbursement of $4,in Graduate PLUS Loan funds on November 14, 2016, the funds came from the initial loan that was approved on August 23, 2016, since an MPN had been completed for that loanWhen the student contacted Financial Aid Office representatives asking why they had not received the full amount of Grad PLUS funds that were projected on their account for the fall semester, they were advised an additional MPN was needed in order for the second loan—the loan approved as of September 7, 2016—to disburseThe student has indicated that they completed a second MPN as of November 18, At the time the student submitted this complaint, the MPN had been completed but had not yet been processed by the UniversityHowever, at this time, the University has confirmed the completion of this second MPN based on information available on CODAs a result, the student’s second Grad PLUS Loan has disbursedSince this information has been confirmed, there will be no further delay; an additional credit of $1,will be refunded to the student within 1-business daysThe University regrets any inconvenience this has caused the studentThe student’s account indicates that they previously e-mailed the Financial Aid Office asking if a second MPN was needed in order for the second Graduate PLUS Loan to disburse, and they were advised that it was not necessaryThe Financial Aid Office regrets that the student received conflicting informationHowever, as noted, the student’s concerns have been attended to, and the additional Graduate PLUS Loan funds have disbursed to their account at this timeIf the student has any further questions on this matter, they are encouraged to contact the Financial Aid Office at [redacted] or [redacted] The student also stated in their complaint that they have had concerns with the University Admissions Office, but did not state any specific concernsThe student is encouraged to contact their Academic Advisor with any questions they may have related to admissionsSincerely,

We are in receipt of your notice dated July 22, 2015, regarding the complaint ID referred to aboveIn the complaint, a Masters-level Liberty student states that, midway through their first semester, they were selected for a Fraud Prevention reviewThough the complainant states they turned in all required documentation, their federal financial aid was returned to the government on the basis of Liberty’s findings in the review, leaving the complainant with a balanceThe complainant has stated that they have contacted the Federal Student Aid Ombudsman Group and been informed Liberty should return their financial aid as no fraudulent information was foundThe complainant has asked that their financial aid be returned to their account to cover the balance for which they are being billed Liberty records show that the complainant was accepted to the University’s online program on July 24, 2014, in pursuit of a Masters of Business AdministrationTheir only semester of enrollment was the Fall semester, in which the complainant was attending classes from August to December 12, However, on October 16, 2014, the student was selected for a Fraud Prevention Review by Liberty’s Financial Aid Office’s Program Integrity team after inconsistencies were noted on the complainant’s account, inconsistencies that appeared to be conflicting information which may have been potential fraudPer federal regulations (see CFR 668.16(g)), universities are required to have a system in place to review any accounts on which there may have been potential fraudulent activityThus, the Financial Aid Office requested the complainant provide certain documentation for reviewWhile the complainant did provide the requested information, it did not clear the conflicting information noted on the complainant’s account As the complainant has previously been informed, institutions are encouraged by the U.SDepartment of Education’s Office of Inspector General (OIG) to not divulge the exact information or reasons for their account reviewsThis may be an attempt by the Department to avoid informing those who wish to commit fraud on the ways in which universities and other institutions detect potentially-fraudulent activityThus, the complainant has not been informed of the nature of the conflicting information on their account via e-mail or phone by University representatives, in accordance with federal guidance Since the complainant’s account was flagged for potential fraud, the federal student loans they had been originally projected to receive while attending the University were returned to the federal governmentThis is also in accordance with federal regulationsThus, the complainant has a balance at the University due to having attended four courses without payment being made toward the tuition In the complaint, the complainant indicates that they have communicated with the Federal Student Aid Ombudsman Group which informed them there was “nothing fraudulent” on their accountLiberty has not received any communication from that organization in regard to this student’s account Additionally, Liberty has forwarded its findings regarding potential fraud on the complainant’s account to the OIG, in accordance with federal regulationsRecent correspondence from that office to the University has indicated that the OIG noted evidence of potential criminal violations on the complainant’s account However, due to the minimal dollar loss to the Department of Education and other factors, they have decided not to conduct an investigationThe OIG has indicated that it is up to Liberty University to take further action on this matter Liberty University has noted that the OIG’s investigation disclosed evidence of potential criminal violations that were brought to their attention by the UniversityThe University does not consider the decision by OIG to not pursue a further investigation as clearance of wrongdoing in this case Therefore, Liberty will not be reinstating the financial aid that was previously removed from the complainant’s account for the 2014-school yearThis matter is therefore closed unless the University receives additional instruction from the Department of Education As stated above, Liberty does consider the complainant responsible for the balance remaining on their account, as the balance stems from tuition for courses the complainant completed at the UniversityAdditionally, as the complainant stated in their complaint, their balance could be sent to an outside collection agency if the complainant does not make payment arrangements for the balance with the University’s Office of Student Accounts (which the complainant can contact by phone at ###-###-####)The complainant will not be required to pay the entire balance in full but will need to make payment arrangements to avoid the balance being sent to a collection agencyIt should be noted that collection agencies often charge an additional percentage for collecting, which would increase the overall amount the complainant would need to pay Sincerely,

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Re: Revdex.com ID – [redacted] Per the request of the complainant the phone number provided in his complaint has been removed from all University call listsThere should be no further contact initiated with the complainant from the University moving forwardSincerly,

Re: Revdex.com ID – [redacted] We are in receipt of your notice dated August 21, 2015, regarding the complaint ID referred to aboveIn the complaint, a former Liberty student claims the University refused to accept financial aid for the complainant, and did so against the ruling of the federal governmentThe complainant indicates they know Liberty was contacted by the U.SDepartment of Education’s Office of Inspector General (OIG)The complainant has also stated they cannot afford the outstanding balance on their account and should not be responsible for it Liberty records show that the complaint was accepted to Liberty’s online program on July 23, 2014, in pursuit of a Masters of Arts in Executive LeadershipThey registered for credit hours for the Fall semester (8/18/14-12/12/14)For the Fall semester (and the entirety of the 2014- school year), the student was packaged with federal loans and was initially approved to receive themOn September 8, 2014, $6,in unsubsidized loans disbursed on the complainant’s accountThey received a refund of the excess funds from this disbursement on September 11, However, on October 3, 2014, the student was selected for a Fraud Prevention Review by Liberty’s Financial Aid Office’s Program Integrity team after inconsistencies were noted on the complainant’s account, inconsistencies that appeared to be conflicting information which may have been potential fraudPer federal regulations (see CFR 668.16(g)), universities are required to have a system in place to review any accounts on which there may have been potential fraudulent activityThus, the Financial Aid Office requested the complainant provide certain documentation for reviewWhile the complainant did provide the requested information, it did not clear the conflicting information noted on the complainant’s accountThus, on November 4, 2014, all the funds the complainant had received during the Fall semester were returned to the federal government, leaving a balance on the complainant’s accountSince the complainant attended all their courses for the Fall semester—earning of a possible credits for the semester—the complainant is responsible for the balance, which is comprised mostly of the tuition for the courses they attendedIn addition, Liberty’s findings regarding the conflicting information and potential fraud on the student’s account were forwarded to the Office of Inspector General (OIG) as per previous direction from that office In the complaint, the complainant indicates that Liberty “decided against the Federal Government to not accept my financial aid” and “I have the response from the OIG and the e-mail where they were contacted by the OIG”Liberty is aware that the complainant reached out to the OIG and has also communicated with the OIGOn January 5, 2015, Liberty received a letter from the OIG which explained that their investigation disclosed evidence of potential criminal violations that were brought to their attention by the UniversityHowever, due to the minimal dollar loss to the Department of Education and other factors, they have decided not to conduct an investigation The OIG has indicated that it is up to Liberty University and the U.S Department of Education’s Office of Federal Student AID (ED/FSA) to take further action on this matterThe OIG also indicated they had informed the complainant of this ruling Thus, Liberty denies the complainant’s claim that the University has returned their financial aid and charged them in refute of the federal government’s rulingIn addition, the OIG’s letter clearly indicates they noted evidence of potential criminal violations and also that the final decision on the matter of the student’s account is Liberty’s unless Liberty is directed otherwise by the Office of Federal Student AidDue to Liberty’s findings in its investigation on the complainant’s account—which included potentially fraudulent activity such as forging documents, impersonating another person, and deliberately attempting to deceive the University—Liberty will not be reinstating the complainant’s aid nor removing them from responsibility for the balance that exists on the account As stated above, Liberty does consider the complainant responsible for the balance remaining on their account, as the balance stems from tuition for courses the complainant completed at the UniversityHowever, since the complainant has been informed multiple times that they were responsible for the balance and they did not make arrangements for it, the balance has been referred to an outside collection agency at this time, per University policyOn July 15, 2015, the balance was sent to Reliant Capital, whom the complainant will need to contact to make arrangements for the balance going forwardReliant can be reached at [redacted] Liberty will not be cancelling the complainant’s balance or reinstating their financial aid unless directed to do so by the Department of Education Sincerely,

I have reviewed the response offer 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 have spoken to the Advocate office several times about their failure to address issuesI have several e-mails to support itFurthermore, I have been told one thing then find out it is something completely differentThat is unacceptableMy time is valuable and so are the funds for the education for My degree Regards, [redacted]

Our records indicate that the student contacted the Academic Advising Office on July 31, in regards to her [redacted] class that ended on July 4, At that time the student’s final grade had already been posted and the course had been finalized The student requested that the Academic Advising Office assist her with submitting her final assignment in that course The student received a reply the same day that she sent her request, July 31, 2014, informing her that academic advisors do not have that power, and that only the professor would be able to assist her but that any assistance would be unlikely since the course had already been finalized almost an entire month earlier That email can be made available if needed The student could have submitted a grade appeal for her course up until thirty days past the July end date of the course as academic policy indicates However, there is no record of the student ever submitting a grade appeal There is a record of the student submitting a complaint form about this situation on September 17, The student received a reply to that complaint on September 18, informing her that she had submitted the wrong kind of appeal for this situation, and that she could no longer submit the correct kind of appeal, a grade appeal, due to how long the student waited to attempt to resolve the issue Based on these events, we are unable to approve the student’s request due to several reasons First, the student did successfully complete the course with a grade of F The student did not earn the grade that she wanted to, but she did earn the grade that reflects the work completed and submitted to the professor Second, the student waited too long to attempt to resolve the issue of her final assignment not being reviewed This aspect of the complaint is a direct reflection of the student’s action or lack there-of Had the student submitted a grade appeal within the thirty days after the course ended that policy allows for, this situation could have been resolved

We are in receipt of your notice dated November 7, 2014, regarding the complaint ID referred to aboveIn the complaint, the student states that, as a police officer in the city of [redacted] , they are eligible for the percent tuition discount Liberty offers to Emergency Response Personnel (herein referred to as the ERP discount) The complainant has stated that they sent in the appropriate documentation to apply for the discount before starting classes at Liberty in the fall of 2012, and that they shortly afterward were informed that their documentation was received and that they were approved for the discountThe complainant has stated that, upon recently discovering they were not awarded the tuition discount for any of their six semesters of attendance, that they desire the discount to be added to each semester so they may receive refunds created by the application of the discount Liberty records show the complainant was accepted to Liberty University’s online program on July 20, 2012, in pursuit of a Bachelor’s of Science degree in Psychology, with a concentration in Christian Counseling After first attending in the Fall semester, the student has attended five other semesters including the currently-ongoing Fall semesterIn the Fall of 2012, the student received Corporate Tuition Assistance from the City of [redacted] , and, in the Summer of 2013, the student received a tuition discount for registering and checking in early However, the student was not awarded the ERP tuition discount in previous semesters because Liberty did not have appropriate documentation on file to award the student that discountWhile the student has claimed otherwise, Liberty has no record of any documentation submitted for the ERP discount prior to the Fall semester It is the University’s practice that any documentation submitted by a student is scanned and copied to the student’s account; this transaction is accompanied by a note listing the date and the nature of the documents that were receivedSimilarly, a student’s approval for a discount such as the ERP is clearly notated on the accountA student would also receive an e-mail informing them of their approval for the discountIn the case of this complaint, the student’s account is absent any of these indicators that they were approved for the ERP discount prior to the Fall semesterLiberty has paid particular mind to the student’s oft-referenced date of May 23, 2012, in its review of this situationWhile the fax confirmation sheet the student has repeatedly provided does list that date, the sheet does not indicate that it was received by Liberty UniversityIn addition, Liberty has no record of documentation related to the ERP discount being received and uploaded on or shortly after May 23, There is also no record of the student being told, on or after that date, that the documentation had been received and/or that they had been approved for the discount At this time, the student has been approved for the ERP discount for the current semester, Fall 2014, and for all future semesters in their undergraduate program during which they maintain eligible employmentThis approval is due to the documentation provided by the complainant in their attempt to be awarded the discountHowever, the discount is not retroactive and cannot be applied to semesters before the student was approvedThus, the student’s request to receive refunds from her previous semesters as a result of application of the discount is not approvedThe University also denies that it committed a billing error at any point while informing the student of her costs of schooling during her time of enrollment As stated above, the student has been approved of the ERP discount for the current semester and future semesters in their undergrad program, provided the complainant maintains eligibilityThe discount has already been applied to the current semester This information has been communicated directly to the student by the UniversityHowever, unless the student can provide documentation that states they were approved for the ERP discount in the Fall of 2012, this decision will stand Sincerely, [redacted] Liaison/Compliance Analyst Financial Aid Office

Unfortunately, the account provided by the student is inaccurate in terms of her enrollment status, interaction with staff and cause of the issueThough we acknowledge that Ms [redacted] received poor customer service in trying to gather information about her enrollment status, her issue did not result from a policy change, Faculty shortage or misreported enrollment statusAll transactions on Ms [redacted] ’s account, including Financial Aid disbursements and enrollment verification, have been audited and confirmed to be accurateMs [redacted] has been given a complimentary tuition credit worth $1,due to the poor service she received after the fact, but no further adjustments will be considered as her claims cannot be verified as accurate

Re: Revdex.com ID – [redacted] We are in receipt of your notice associated with the complaint ID above and have the following response to the complainant After review of the stated issue on the referenced complaint submission we searched to see what action was taken by the complainant with us directly while going through this issueAt this point no formalized complaint has been submitted to us directly so that the issue can be further researched and escalated to our IT staff for resolution as neededRegarding the final grade in the course no steps were taken at the time of the issue by the complainant to pursue a formal grade appeal review to be doneDue to the amount of time that has passed this is no longer possibleThis would have been an option for the student within days of the stated end date of the course per our stated policy made available to students on our website At this point if the complainant is continuing to experience the same technical issues they have had previously we would request they reach out to us directly at [redacted] to investigate the issues they are seeing Sincerely,

I have reviewed the response offer 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 According to their request, here is the website I am speaking of: [redacted] Regards, [redacted] ***

Your notice of complaint, dated April 2, 2018, regarding the above-referenced complaint ID has been referred to me for response In the complaint, the complainant indicated that there were changes made to their payment plan without the complainant’s approval through either e-mail or the completion of Financial Check-InThe complainant suggested that Financial Chewas completed without their knowledgeThe complainant has asked Liberty University to remove the Failed Payment Processing Fee of $Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Revdex.com (“Revdex.com”), dated April 2, However, I would be glad to provide some general information about Liberty’s relevant policies that the complainant may find helpful in their situation, based on the information they provided in the complaint When completing Financial Che(FCI) students are informed that while it remains the responsibility of the student to manage adjustments to his/her payment plan, Liberty University reserves the right to adjust any student's payment plan downward should Liberty University deem it necessaryStudents are also informed that it is the responsibility of the student and/or financially responsible party to make sure that all bank or credit card account information is up-to-date, accurate and that the account has sufficient funds at least hours prior to draft withdrawal date under their agreementThis applies equally to all individualsIf student has a declined or failed payment, per Liberty University’s Expenses and Financial Policy for the Online Program, “[a] student will be charged a $non-refundable returned payment fee for each returned or declined payment.” It is important to note, per the aforementioned policy, that a student may appeal a returned payment fee by submitting a written appeal online to the Student Accounts Office within business days of the billing/notification The student may fill out the fee appeal form at [redacted] and must attach all supporting documentation The student will receive a response within days of the receipt of the appealThe complainant is encouraged to work with Liberty’s Student Accounts Office if they are in a current payment plan they cannot affordThe Student Accounts Office is willing to reassess previously established payment plans, to help enable the student to find a repayment option that meets their financial needsThe complainant is encouraged to contact the Student Accounts Office by phone at [redacted] I trust this response sufficiently addresses the complainant’s concerns