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Liberty University Online Reviews (231)

Review: Liberty University Online called me two summers ago and offered me a free class. It went well, I got an "A" and I signed up for another one. Unfortunately, I have chronic depression and I was having an episode a week into the class. I am not very functional when this happens and it hadn't happened for nearly 10 years and when it does happen I am not very functional. They refuse to acknowledge teh date the course was dropped and said I never completed an online form which I did. I appealed their decision and never heard about it. They are harassing me with emails saying I owe them $1200. I got sick. I could not take the course. They won't budge. It is documented by a licensed Psychiatrist. It's just mean. These people said they gave me a free class and now they just seem like they won't negotiate or be reasonable. I think they are trying to get their money out of me one way or another.Desired Settlement: I'd like them to stop contacting me, too. I don't feel that I owe them anything. I dropped the course within a week of starting it with one of their advisors over the phone for a legitimate reason, documented by a medical doctor. These people are out of control.

Business

Response:

We are in receipt of your notice dated Date October 9th, 2013 regarding the complaint number referred to above. We have reviewed this situation and can attest to having applied accurately the institutional and federal policies in this case. I can confirm that the student called in to speak with an advisor in regards to withdrawing from a course on September 4th, 2013. During this call (9/4/2013 08:42:18) the student was sent the following email in which action is required in order for the withdrawal request to be completed. Dear [redacted], We appreciate that you have taken the time to contact us in regards to withdrawing from: [redacted] It is our hope that you were fully informed of the ramifications for withdrawing from a course. Before you officially request to withdraw (form below), we would like to take an additional opportunity to review the withdrawal ramifications with you. When students cease attendance in all classes in a given semester, they will be subject to a recalculation of all federal, state and institutional aid. Any student taking classes in more than one sub-term who withdraws from all active courses he or she is currently attending will be considered totally withdrawn from the semester unless Liberty University obtains a written confirmation from the student stating they will be attending a later sub-term in the same semester at the time of the withdrawal request. This will affect all students even if they are already enrolled in a later sub-term. You will have an opportunity to provide written confirmation of enrollment in future terms within the same semester on the withdrawal request form. For additional information on the 2012-2013 Withdrawal Policy, please [redacted]If you still wish to request a withdrawal, please follow the provided link: [redacted]. IF YOU DO NOT COMPLETE AND SUBMIT THE FORM PROVIDED IN THIS LINK, YOUR WITHDRAWAL WILL NOT BE PROCESSED. To access the Withdrawal Request Form, you will need to login using your Liberty University email address and corresponding password. If you have any difficulties accessing or completing the Withdrawal Request Form, please contact a withdrawal point of contact by email at [redacted] Sincerely,Academic Advising Unfortunately, the student did not complete the required step outlined in the email above and thus was not withdrawn and earned a grade of FN for the course. During the same call she was dropped from a future course, for which tuition was not charged. A drop confirmation email was sent to the student’s Liberty University webmail account. In November the student called after being prompted by a hold on her account. During this call she was informed of her balance and that the withdrawal request form was not received. As a measure of grace an administrative adjustment was completed on the student’s behalf because of the medical issues that the student faced during the term. The result of the adjustment was a future credit towards a repeat of the course the student was enrolled in during the term in which she experienced the medical event. The following email was sent to the student via her Liberty University webmail account as well as the alternate email address on her file: From: [redacted] Sent: Friday, November 02, 2012 3:36 PM To: [redacted] Cc: [redacted] Subject: Medical Appeal - [redacted] Hello [redacted], I am contacting you today regarding the medical documentation which was received. Using the medical documentation I submitted an appeal to Liberty University’s Student Advocate Office. The Student Advocate Office has reviewed the appeal and has determined that you eligible to receive a tuition credit in the amount of $547.50! When LIFC 303 is retaken, this credit can be applied towards the tuition for the retaken course. You will have one year in which you are able to have this tuition credit applied starting in the spring semester. In addition, when you have successfully completed LIFC 303, you will be able to utilize the Repeat Policy to have your previous grade of “FN” removed from your grade point average calculation! When you are ready to have this tuition credit applied, please register for LIFC 303 and respond to this email requesting for your credit to be applied to your student account. It has been my privilege to assist you. If you have any other questions or concerns, please feel free to respond to this email, call ###-###-####, or chat live with an Academic Advisor by visiting[redacted]/chat. Have a great day! [redacted] Academic Advisor Liberty University Online Advising ###-###-#### Liberty University | Training Champions for Christ since 1971 As a courtesy I have notified student accounts to apply the credit outlined above to the student’s current balance. The remainder of the balance will be the student’s responsibility as she was correctly charged for the course in accordance with the published withdrawal policy. The student should see the credit on her Liberty University ASIST account within the next few business days.

Consumer

Response:

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 responded to the email and withdrew from the course online as well as over the phone in a timely fashion. The next day in fact. Liberty has no record of this transaction. It is a fault of their system. When they received my doctor's note, I hoped they would drop the charges entirely. So did my doctor. My doctor documented my illness. I submitted an appeal online because of the non-attendance status. Even though I was sick and couldn't complete course which has an MD's documentation, they still insist on charging me for the full price. This is not fair business practices. This is just plain unchristian for a college that makes a claim to have a Christian affiliation. My income is very low. I am on Social Security Disability. I could never afford to pay for this class without outside assistance. I think they should forgive the charges. I have no control over when I will get sick. It could occur at any time. It was unfortunate it happened during a class at Liberty University. They are the most unforgiving institution I have ever dealt with. They want their money. I hadn't been ill in over 10 years. I had no reason to think I would be sick for this course, but I was. These people have shown me no mercy. Regards,[redacted]

Review: I was informed that I would need to go through a previous enrollment appeal in order to keep receiving financial aid. The last piece of information was requested from on August 15, 2013 via email from the financial aid office. I mailed the required document on August 20, 2013 via United States postal service. I began calling on 9/4/13 and was advised that my documentation was received but the wrong department had it. I was then told it will take 3-5 days for processing. I called again on 9/9/13 and spoke with [redacted] who said documentation was complete and will take an additional 6 days. On 9/17/13 I spoke with [redacted] who advised me after placing me on hold for 30 minutes my documentation was never received and to resend it. I asked [redacted] why I was told previously that it was received and hearing something different. She could not give me an answer. I asked for a supervisor and [redacted] told me that one was not available. I asked who the director of financial aid was and the dean. [redacted] told me that she was not allowed to give out names. I advised [redacted] that I would hold while she got a supervisor on the line. [redacted] said there was nothing else she could do and hung up on me. I immediately called back and spoke with [redacted] who said she will have a supervisor contact me in 72 hours. I asked [redacted] the status of my financial aid and she advised that documentation was not received and to send it back in.Desired Settlement: I am highly upset with the treatment from a Christian University who has mishandled my financial aid situation. To call and get assistance from a department that is implemented to help students with their financial aid and to be lied to and hung up on is inexcusable. This experience has left me questioning if choosing to attend a faith based institute that doesn’t care about their students was the right choice. I have never experienced this type of treatment from a school before. This is time consuming and taking away from my learning experience.

Business

Response:

Dear Ms. [redacted], We are in receipt of your notice dated September 17, 2013 regarding the complaint ID [redacted]. The complaint describes several issues related to documentation that staff had identified as “received” for an appeal regarding previous enrollment that was routed to “the wrong department” and upon making follow-up phone calls being misinformed that the information was never received. The complainant also stated that they had been hung up on after an agent informed her that a supervisor was not available. As a matter of explanation, new federal regulations for this school year require students to identify all institutions previously attended, which the student described as an “enrollment appeal”. This information is reviewed as part of the FAFSA verification process. Unfortunately, the mailed documents in question were routed to the committee that reviews academic progress appeals instead of verification staff. The document was re-routed to the appropriate department and was processed on September 20, 2013. The University regrets the student’s described experience of having her call disconnected by a staff member and sincerely apologizes for the event. Since the student did not state a ‘desired settlement’ in the complaint to your office, the University has confirmed that the document situation has been resolved thereby permitting the student to continue with their education. If the student has any future questions or concerns and receives inappropriate customer service from any University department, supervisory involvement can be requested. At times, supervisors may attempt to research and resolve the situation prior to making a return phone call. However, if there are continued concerns, assistance is available through the complaint resolution process handled by Liberty’s Office of Student Advocates at [redacted] Sincerely, [redacted] Liaison/Compliance Analyst Office of Financial Aid

Consumer

Response:

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]

Review: I was enrolled for classes at Liberty for the Fall 2012 semester. During that time I had a conflicting schedule. I called and cancelled my classes due to this. I spoke with a gentlemen that told me that it was no problem and informed me my account would be refunded. I asked about if textbooks had been sent and he said if they had just to return them to sender. This is exactly what I did. I returned the book in the time frame around July/August 2012. I never heard anything more about the matter.

I had received numerous calls from Liberty asking me to come back and enroll. I told every rep that I couldn’t at that time in my life. The last phone call I received was June 2013. He stated that my application window was up and if I did not enroll in a class then I would have to submit a new application. I told him I understood but wouldn’t be enrolling at this time. Fast-forwarding to today, I received a call from student accounts at Liberty. [redacted] was the rep. She informed me that I have a past due on my account for $343.75 for text books (the same text books that I sent back in July/August 2012). She inquired with MBS about the return and MBS had no record of this. This was very troublesome since I sent the books back and followed the reps instructions when I cancelled the class. Needless to say, I was informed that this account could go into collections if it was not paid. My family and I are in the process of building are home and can not afford a collection to hit my credit report so I was able to settle the debt with Liberty for $172. I informed [redacted] the only reason I was settling was to avoid the collection on my account, but I find it troubling that the first call I get about this past due amount came today, March 11, 2014. It took almost two years to inform me about this alleged past due. The text book was returned and I honestly don’t keep information for that long. If I was contacted earlier, I may have had something that could prove my story. [redacted] said I should contact the post office about this matter, however, they could not be of assistance (which I told her would be the case).

I have tried to contact individuals at Liberty (Mr. [redacted] and Mr. [redacted]) and nobody has responded. This could have been handled a year ago and could have potentially resulted in a better outcome. As it stands, I am out $172 that I should not be out and was made to feel like a dead beat individual who is on the brink of a collection. I have never had credit issues and never had a single late payment and do not appreciate this situation. I asked questions to [redacted] and she basically said she couldn’t answer questions that her job is to rectify the account. She basically said I was at fault for this whole scenario and Liberty University as well as MBS was not. Mr. [redacted], I am in the customer service industry. I originate mortgages for buyers and I would not have treated a potential customer like this. Seeing that there was discrepancies, I would have investigated the issue fully and see what resolve could be addressed, rather than saying that this could go to collection so I should pay all or some of it.Desired Settlement: I would like to speak with Mr. [redacted] and the Director over billing about these issues and find out what arrangement can be made to rectify this matter. I do not feel it was warranted in paying the money, however, I do feel I was forced to in order to avoid a collection on my credit report.

Business

Response:

In accordance with his request on 8/22/2012 he was dropped

from BUSI 510 (8/20-10/12) and BUSI 604 (10/22-12/14). Because no progress has

been made in the courses at the time of the drop request, the student was not charged

tuition for the courses; in accordance with the published drop policy.

The student completed financial check-in on 7/22/12 and

during this process requested a book voucher advance in the amount of $343.75.

This amount was used during his book order on 7/23/12. See order attached. Due

to the fact that the book voucher advance was used to purchase books, the student

was charged this amount by the university. On 3/11/14 the student made a

payment with the student accounts office of $172.00, the remaining $171.75

balance was waived by the student accounts supervisor.

I have contacted our account representative at MBS Direct to

locate the student’s returned book order. MBS Direct has no record of a return

for this student. When returns are received by MBS Direct a confirmation email

is sent to the student. If the student would supply our office a copy of this email,

we will gladly work with him to remove the incorrect charge on the account. We

regret that this student has encountered a situation regarding the balance on

his account but cannot remove the charge at this time.

Consumer

Response:

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 first want to say thank you to the University for finally responding to my complaint. It is bad business when the President of the University and the Student Director refuses to reply to emails or any attempts to contact them. It is very difficult to understand why a business entity would not take complaints seriously, or flat out refuse to deal with a complaint a paying patron has, but I digress. I would be happy to submit paperwork showing that the book was returned but I do not have anything paperwork to submit. The company never sent me an email. I did not even know I was supposed to get an email from them. I was doing as I was told to do by the Liberty University Student Rep. As I told [redacted], March of 2014 was the first time I had heard anything about a past due on my account. Liberty had contacted me multiple times about re-enrolling, but never mentioned anything about a past due. I asked [redacted] if there was any way that MBS made a mistake and did not scan the book back in or errored on their side, and she acted like that was not possible. IF I had been contacted about this matter quicker than two years, maybe something could have been done to provide proof (post office receipt, confirmation, etc.). As of June 2013(the last time a Liberty Rep said they would call, and I would have to re-apply for admission), any and all records in relation to Liberty was thrown away since I was no longer a student . I understand they forgave a portion of the debt, however, I do not believe the debt was even warranted, since the book was returned. I feel Liberty or MBS, or employee thereof, failed to report the return by not following proper protocol and procedures, and now a customer is out money they should never have been out.

I do understand Liberty will most likely not do anything about this matter and I am wasting my time. While reading other complaints about this university, it seems to me the university has a problem dealing with complaints, even acknowledging them without outside help. I still would like to speak with Mr. [redacted] about this matter and have the money returned in order to rectify a wrongdoing.

Regards,

Review: I signed up for a sub-term with Liberty University Online and started the classes. My husband and I had just gotten our first foster children (a sibling group of three children) and I became overwhelmed between the kids, work, and school. My professor contacted me about an assignment that I had missed and offered me an extension. I explained my situation to him and told him that I didn't think I could continue. I was dropped from the class due to inactivity. I didn't realize that I needed to contact someone to drop the class myself or I would be charged all the fees without any financial aide or student loan help! I now have over $1,500 to pay out of my pocket. As foster parents, we did not prepare for this expense as we've had to adjust our finances already. I contacted most of the directors with Liberty University explaining the situation and requesting some help and understanding with the charges. One of the directors waived the $50 withdrawal fee for me. That was all I received for help.Desired Settlement: Had I known at the time that I would be charged these fees I would have definitely dropped the class myself. I wasn't aware of what I needed to do or I would have done it. I would like these charges to be waived.

Business

Response:

RE: Revdex.com ID – [redacted]

Dear [redacted],

We are in receipt of your notice dated February

16, 2014 regarding the complaint number referred to above. The complaint states that the student

registered to take courses at Liberty University in a semester that they also

just received their first foster children (3 siblings). The complainant started the classes but

became overwhelmed with schooling, work and the children. The complaint states had she known about the

need to drop her courses to avoid charges, she would have done so. The complainant is asking for the charges to

be waived.

Liberty University’s Financial Aid Office

sends drop and withdrawal information to all

registered students as part of the University’s Consumer Disclosure in

addition to publishing a list of items that affect a student’s aid eligibility

based on their enrollment titled

“Enrollment and Eligibility” (http://www[redacted]). Students

who register for courses at Liberty University also receive an attendance

notice the week prior to beginning each course in addition to being required to

complete a Course Requirement Checklist during the first week of class where

the student, upon completing this, agree that they have read the course

requirements and agree to them. These

course requirements explain again the attendance policy in addition to the

Drop/Withdrawal policies.

Beyond this, when a student contacts Liberty

University Online Advising to register, drop or withdraw from their classes,

the Advisor specifically explains the repercussions of dropping or withdrawing

from their courses. Students are sent a

confirmation email which also provides the Drop and Withdrawal policy link

where they can further inform themselves regarding what constitutes a

withdrawal. This also explains the

difference between an official withdrawal and an unofficial withdrawal. The act of beginning to attend classes and then

ceasing to attend at some point during the sub-term, constitutes an “unofficial

withdrawal”. Students who cease to

attend are responsible for the amount of tuition and fees for the course/s they

began attending. Ceasing attendance can

also change, lower or even eliminate a student’s financial aid eligibility.

The student can view the drop and withdrawal

policy by visiting the following webpage: http://www.l[redacted]. The

information has been provided to the student either verbally or in writing on

seven different occasions during their enrollment at Liberty.

Review: I did ask for anyone to try an enroll me for any online class , and [redacted] from liberty university is harassing me with phone calls more than 5 times per day , and I told him I was never interested.Desired Settlement: pls stop the harrassing phone calls to me , I am not interested . Thanks [redacted]

Business

Response:

This customer’s contact information has been removed from our inquiry database. He should receive no future calls from Liberty University at the phone numbers addressed in the complaint unless future inquiry is made. If he has further questions, please contact [redacted]

Review: I was in classes at Liberty University. They red flagged and made me fill out some paperwork and give them a copy of my drivers license. I sent all the information in and they reviewed it and it was approved but then a couple of days later they unapproved it. They took my money and said it would take a year for them to look over it. When they did this they made it so you could not talk to anyone on the phone everything has to be in writing but when they respond back it does not tell you any thing about what is going on. All I get is a general email not saying anything on the matter.Desired Settlement: I would like to get my loan money put back into my account and the account to be unfrozen.

Business

Response:

July 29, 2013 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], Liberty University is in receipt of your letter dated July 24, 2013 regarding the Revdex.com case mentioned above. Liberty University takes very seriously the risk of abuse and fraud that can take place in the distance learning environment. Liberty University, in compliance to regulations the U.S. Department of Education (ED) issued in the Federal Registrar (Oct. 2010), in addition to protecting the U.S. Taxpayer, has developed procedures to identify and halt potential fraud. Regulations require schools to have a system to identify conflicting information and resolve the conflicts before disbursing federal funds. If discrepancies are found after disbursing the funds, the school remains responsible for resolving the conflicting information regardless if selection occurs as a result of ED or the institution. The school is also required to take “appropriate action under the specific program requirements” (34 CFR 668.54(a)(2)). Liberty University applies the same action to a finding of conflicting information as it does to ED selection of a FAFSA for verification. Thus, federal aid eligibility for the applicable aid year is removed and returned to the source until such conflicting information is reconciled. Under Liberty University policy, the driver’s license and other documents requested, as mentioned in the student’s complaint, were coded as “received and reviewed” during the review process. Since conflicting information remains unresolved, Liberty University recodes all items as “reviewed – not approved”. Liberty University has completed its review of this student’s file. Additionally, the University is required to send the conflicting information to the Office of Inspector General (OIG) for their investigation and determination for aid reinstatement (34 CFR 668.16(g)). The University is limited as to the detail of information that can be divulged at this time pending receipt of a determination by the OIG. Communication with the student will continue, however, it will be limited to written communication only. A separate letter communicating more details regarding this will be sent to the student. Sincerely, [redacted] Liaison/Compliance Analyst II Office of Financial Aid

Consumer

Response:

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.This reply does not tell me anything about why they will not give me my loans and grants back. I am being told that I owe them everything that I have gotten since I have started school. They have not gave any information on what I can do to resolve this issue. I have emailed the Dean of student office and Student Advocate on July 25, 2013 to find out how to file a grievance but no one will tell me anything they just send my emails over to red flag. I did finally get a letter in the mail saying that I got the loans fraudulently but I do not see how because I am who I say I am and I turned in everything they asked for in order to resolve the issue and one of the papers that they asked for has not been reviewed. So how can make a decision without reviewing all the paperwork. I would like to get a better explanation and my loan my put back on to my account. Regards,[redacted]

Business

Response:

August 22, 2013 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], Liberty University is in receipt of your letter dated August 15, 2013 regarding the Revdex.com case mentioned above. Liberty University is not able to comply with this request to return federal funds to this student as there is conflicting activity related to this account that is currently being evaluated by federal authorities. Until a decision is made by these authorities, the University will continue to follow the federal regulations (as stated in our prior response) which required the return of all aid associated with this account. In fact, in accordance to federal regulatory requirements, Liberty University is required to verify questionable data and is responsible to resolve conflicting information concerning a student’s eligibility if the institution has any reason to believe the student’s application information is incorrect. We are required to resolve conflicting information in relation to federal aid disbursements and will do so in coordination with the proper federal authorities [34 CFR 668.54(a)(2); FSA HB MAR 2012, AVG-103]. Sincerely, [redacted] Director, Student Advocate Office Liberty University Online

Review: I'm 49 , a single mother who only made 13,000 last year and a graduate of Liberty University with an AA . I'm 2 classes short of my BA. Liberty has claimed my ID has bee used as a fraud and pulled all my Financial aid for this last year of school. They have charged my account over 16,000 and said I'm not able to get any aid for school. The Dept of education said there is no red flags on my account and I should be eligible and to contact the school (who won't speak to me) They also kicked out my 2 handicap soon to be step sons for the same reason. I had a job offer in Texas with a school district upon completing my degree, Which I can't now because I don't have 16000 to give to you. This is not how a christian school acts towards an alumi and faithful student. I have done nothing wrong and have not been given due process. My student number is [redacted]Desired Settlement: to restore my aid so I can finish my BA degree. and a apology for the unfair treatment by Liberty.

Business

Response:

Re: Revdex.com Case # [redacted] Dear Ms. [redacted], Liberty University is in receipt of your letter dated June 17, 2013 regarding the Revdex.com case mentioned above. Liberty University takes very seriously the risk of abuse and fraud that can take place in the distance learning environment. Liberty University, in compliance to regulations the U.S. Department of Education (ED) issued in the Federal Registrar (Oct. 2010), in addition to protecting the U.S. Taxpayer, has developed procedures to identify and halt potential fraud. Regulations require schools to have a system to identify conflicting information and resolve the conflicts before disbursing federal funds. If discrepancies are found after disbursing the funds, the school remains responsible for resolving the conflicting information regardless if selection occurs as a result of ED or the institution. The school is also required to take “appropriate action under the specific program requirements” (34 CFR 668.54(a)(2)). Liberty University applies the same action to a finding of conflicting information as it does to ED selection of a FAFSA for verification. Therefore federal aid eligibility for the applicable aid year is removed and returned to the source until such conflicting information is reconciled. The high school transcript mentioned in the student’s complaint is not necessarily related to the potential fraud issue. Liberty University is required to send the conflicting information to the Office of Inspector General (OIG) for their investigation and determination for aid reinstatement (34 CFR 668.16(g)). The University is limited as to the detail of information that can be divulged at this time pending receipt of a determination by the OIG. Communication with the student will continue, however, it will be limited to written communication only. A separate letter communicating more details regarding this will be sent to the student. Sincerely, [redacted], MBA Liaison/Compliance Analyst II Office of Financial Aid

Consumer

Response:

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.While I understand the need to verify against fraud, I disagree with the notion that a person is guilty until proven innocent. I have sent all the required information and spoken with the dept of ED. I have sent emails to the school only to be told they can't divulge any information on what is the issue. This happens to students and the "investigation" takes so long that the deadline passes and a student who has done nothing wrong can't get past financial aid restored leaving a balance that is often more than the student earns in a year. I even offered to show up in person to clear up any issues that may be existing. However they won't let me address the issues directly. It seems to me that I've not received due process and allowed to confront my accusers. I've researched this happening to several former students at Liberty only to leave the student owing a balance with no degree or credits after completing course work. If there is an issue then allow me to answer questions to fix this issue. When I email questions I get no direct answers only that the process can take a year or more, Regards,[redacted]

Review: My name is [redacted] (I can provide my Liberty University Student ID upon request) and I have been attending Liberty University since the year 2011, although not consistently. I attempted to return to take courses at Liberty University (online) on October of 2013, after taking some time off from the previous term I attended in March 2013. There were a few setbacks with completing the financial aid awards to allow me to begin classes again. Due to the fact that my current situation, including my marital status and number of dependents, has changed since the last time I was taking classes at Liberty, I was under the impression that I should alter the information on my FAFSA to correlate with my current status. Liberty advised me not to do this, as it would not match my tax returns for 2011-2012, at which point I was married but filing separate and was not claiming dependents. I followed these instructions and due to the Government shutdown in late 2013 I was unable to retrieve my official tax returns from the IRS on time and provide them to Liberty's Financial Aid Department, in order to start courses in October 2013 with Liberty. As a result I was forced to wait to start classes in January 2014. Despite this delay, I continued to cooperate with Liberty and provided the tax return information as soon as it was mailed to me by the IRS. At this point I was told by Liberty University that all records were complete and no further action was required on my part. Then to my surprise, a few days later, I received a notification online letting me know that I needed to provide a document conveying how many people I was supporting in my household CURRENTLY, which would include my wife. I proceeded to send this document immediately. After a few days of waiting on Liberty's response, I was then notified that their financial aid department needed my most recent marriage certificate to verify that I was indeed currently married and supporting my wife, who is also pregnant, although I don't believe that's relevant. The same day this request was made I sent in an official copy of my marriage license. Although it was sent Saturday, December 22, 2013 and was not reviewed the following Monday or Tuesday and then Christmas came along and the document was not reviewed until Friday December 27,2013. On both Monday, Tuesday and Thursday, prior to and post Christmas (December 23,24,26), I called Liberty University's Financial Aid Department to assure that my marriage license was received and that the verification process was being attended to, I was told by several different representatives, once again, that everything was in order and that no further action was required on my part, all of which can be collaborated by the recorded calls obtained, amongst myself and the numerous Liberty Financial Aid Department Representatives. On December 27,2013 I received yet another notification asking for another "household dependent" verification form that supported my FAFSA for the upcoming term, which I was instructed by liberty not to change, even though my marital status had changed and I am now re-married, and I wanted to report these changes but was asked not to. Also I would consider that Falsifying information, considering my marital status has changed since I last attended Liberty and so has my number of dependents. This is where I find myself now, why was my marriage certificate requested if in the end I was just going to have to reinforce what is on my FAFSA which states that I am married but separated? Why was I advised not to report changes in my FAFSA, even though my status did change? Why have I been given the run-around for months now, and I may be delayed AGAIN from starting classes in classes in January 2014 with Liberty, all as a result to lack of organization and communication amongst the department employees. Every time I log on to my Liberty account I am bombarded with another required document that is hindering the process of packaging my financial aid. Sending me back to square one, when I have provided every single document possible in a prompt and patient fashion. This will be the second term in a row that I am unable to return to school as a result of some obstacle with the financial aid department at liberty. I would have appreciated that if any documents were missing that they be addressed all in one email in and organized manner as opposed to several notifications spaced out in time on different occasions all of which lead up to spending months of time attempting to resolve all of the issues. I called Liberty's Financial Aid Department one last time, today December 27,2013, and expressed my concerns and complaints and asked to speak with a supervisor in the Financial Aid Department, and I was told this was not directly possible and that I would be contacted at a later time by a person in this position, which I was not. This lead me to forward my complaint to the Revdex.com and also to the Department of Education. I am highly disappointed with how Liberty University has chosen to stall on this process and disregard my continual cooperation.Desired Settlement: I, [redacted] (I can provide my Liberty University Student ID upon request), would like for all issues to be handled promptly, professionally and effectively before January 6, 2014, which is the date the financial packaging and check in must be completed in order for me to return to school this coming Spring term, January 2014. I cannot afford any more interruptions or impediments, any documents that are missing need to be addressed all at one time, contrary to receiving multiple emails on different occasions and dates that further hinder the financial aid department from completing my profile and processing my financial aid. It's almost as if this department is purposefully waiting to express any missing documentation in order to stall my packaging. I have been very patient and cooperative and have followed all instructions given by liberty university. I would also like for the supervisor to listen to all of my recorded calls with the individuals in the financial aid department, which will all substantiate my complaint, in that the employees and their requests all contradict one another. I would to be reassured and contacted to inform me that all financial aid processes will be completed and that no more "surprise" and last minute documents will be necessary.

Business

Response:

Dear Ms. [redacted], We are in receipt of your updated notice dated December 28, 2013 regarding the complaint ID referred to above. The student’s complaint addresses delays the student experienced during the Fall 2013 semester due to the verification of the student’s tax information. Federal regulations instruct students who fill out the FAFSA (Free Application for Federal Student Aid) that they should complete the information that is accurate and applicable as of the day the student signs his FAFSA. Items such as a marriage changes after the filing of the FAFSA are not able to be updated in this case, but can be reflected on the following school year’s FAFSA. The FAFSA uses information from the tax year directly prior to the applicable school year (i.e. the 2013-2014 school year would contain the 2012 tax return information). The information on a student’s FAFSA application should reflect the student’s tax return information. The U.S. Department of Education (ED) selects 30 percent of all filed FAFSAs for the verification process. ED regulations require schools to resolve conflicting information that arises in the data received in the FAFSA using the applicable tax return data, and can include items such as the number of members in a household and earnings from the respective tax year. This conflict resolution is required for students wishing to establish federal aid eligibility. If information submitted during the verification process creates additional conflicts, or does not resolve the initial conflict, the University is required to request the applicable information until the conflict is resolved. The timeframe for this verification process is dependent on students responding with the appropriate information in a timely fashion. Liberty’s verification policy is to review information submitted within 24 business hours from the date the requested item is received in the file. Delays caused by the government shut down in October, 2013 affected many students nationwide, and is obviously outside the realm of the University’s control. The student’s remaining verification items were received on December 23 and 27, and were reviewed the following business day after receipt. The student’s FAFSA verification was completed on January 2, 2014 according to federal guidelines. Following this completion, the applicable aid was made available to the student which then allows the student to complete the financial check-in necessary to start classes this Spring 2014 semester. The student was informed regarding the aid packaging timeframes on January 3, 2014. The student’s aid packaging occurred the same day and he completed the required financial check-in on January 6, 2014 for his spring classes. Liberty University rejects the complainant’s statement that it was “purposefully waiting to express missing documentation in order to stall aid packaging.” Furthermore, the actions taken by the University are in accordance to policy and federal guidelines as pertaining to the processing of federal financial aid. As requested in the student’s desired settlement, a supervisor from the Verification processing area called the student on January 2, 2014 at 3:38 pm to assist the student with any questions and provide a direct contact in the processing of his verification information. Additionally, the student received verbal confirmation on January 3, 2014 that the conflicts have been resolved. Please note, this letter is being simultaneously sent to the U.S. Department of Education, Region III, SFA Office - Case Management team and the State Counsel on Higher Education of Virginia (SCHEV) to ensure clear communication between the University and any involved agencies. At this time, Liberty University considers this matter resolved. The student is welcome to contact the Office of Financial Aid if he has remaining questions regarding this complaint. Sincerely, [redacted], MBA Liaison/Compliance Analyst II Office of Financial Aid

Consumer

Response:

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.Regarding Ms. [redacted]' claim about Liberty responding to my submissions in a timely fashion, this is false. I called Liberty daily and on multiple occasions I was told that I had to wait another 1-3 business days even though I was prompt about turning in any requested documents. Liberty did not begin to act with urgency until AFTER I made a complaint to the Department of Education and the Revdex.com. My requests were often overlooked and most representatives I spoke with contradicted one another. If I had to stay in compliance with my precious marital status of married but separate then why was I asked by Liberty to provide my current marriage certificate and household verification of my current dependents if all it was going to do was cause another delay, seeing as my current status does not correlate with what I filed on my 2012 tax return? That is why I begun to believe it was mere disorganization and negligence on behalf of Liberty, as this could have been handled a long time ago. I have all of the requests Liberty made in my possession and can demonstrate the contradictions. Also, how can I be assured that the next time I change my FAFSA to reflect my CURRENT status in all aspects I won't be delayed again for another term due to Liberty's failure to properly communicate and handle any issues in a fashion that is most efficient and effective, as to not delay the students. My financial aid award should correspond to my current status, as of now I'm not sure it does. For now I will drop the complaint, considering I am able to return to classes this term, however, I reject the claims made on behalf of Liberty that fail to accept any responsibility in terms of their conduct and errors. This has to be addressed and resolved, especially before the next semester, at which point I will alter my FAFSA. I expect that this incident has brought light to how the communication could improve at Liberty, and I too will forward this response to the Department of Education for Higher Learning in Virginia, to keep record of both parties' responses and objections. Thank you.Regards,[redacted]

Review: I enrolled at Liberty University in the Masters of Arts in Counseling Degree Program. The classes that the LU Advisor enrolled me in were Education Psychology, EDUC-500-B27, Education EDUC-518-D16, and a Writing Class GRST-500-B16 in December 2012. Due to the various difficulties of late enrollment, continual system outages due to the inclement weather, and my first online class, and lack of communication with Liberty IT, and professors, I decided to Withdraw on January 25, 2013. I have sent several letters concerning a bill for the balance of tuition and LU Withdrawal as February 28, 2013, which is the wrong date. I've talked to several Liberty Advisors who are trying to re enroll me for the new semester, however I refuse to consider any other classes until this matter has been cleared up. Just to reiterate my desire to clear name and account of these erroneous fees, books $400, background check $100. Instead of finding care and concern, I have been the given the run around and various answers for my questions while enrolled as a Spring EDU Student. Sadly, I am regretting that even enrolled. This is due to lack of concern and empathy. Secondly, when considering to drop my classes, I was told by several advisors that once I submitted my appeal to drop my class via the [email protected], it would be on file and throughout the school semester, if I need to still drop the requested it would be back dated to my original January 25, 2013 drop date. Finally, if this drop/add policy is not true or clear, please update this with your advisors because they all referred to this policy and procedure throughout my first semester. In closing, please update my account to the January 25, 2013 drop date. During that conversation the advisor and I spoke about my college and career goals. It was at that time that I was informed that the accreditation for this program was not expected to be completed for several years, well beyond my date of completion. Right away I contacted the university to start the withdrawal process. I called the advisor and I sent email to student appeals. I was told I would be withdrawn from the class and contacted regarding my appeal for the portion of the class I had already taken. My concern and reason for this correspondence is this: No matter who I talk to or how many email correspondences I send, I continue to receive calls and letters indicating that I owe tuition for this course. On January 25th, I received an email verifying that I attempted to withdraw as early as possible once it was revealed to me that the program for which I registered for was in fact NOT going to be accredited within the time I was told by your representative. Since I was given false information by your representatives to sign me up for the school I should not have to be penalized. I still had to pay for the books for a class I did not even take. Now I have this charge reported on my credit. I do not understand why, if I was falsely informed before I registered about the accreditation, I would have to pay anything. I should not have to pay for the books, the tuition, registration or withdrawal fees. The fact that I can’t reach anyone with the exception of MS. [redacted] (in January) to rectify this issue is unacceptable. With your reputation as a reputable school with Christian values and ethics it surprises me that the university has not reached out to me to make right this wrong. Instead I am ignored and put in a position of defending myself against the barrage of requests for money. It saddens me that I have to write this letter in an assertive tone. I have requested to speak with the Dean of Students several times and always received a negative response. How can we work together to end this issue? Again, I would like for someone with the authority to contact me about this in a timely fashion. It has been nearly eight months-(a year) and in that time, I have not been able to pursue my Masters or Doctor at [redacted] university due to this outstanding financial issue. Had I enrolled and taken classes at any other institution, I could have been half way through my first year. This is terribly disappointing and it is unreasonable for Liberty University to expect me to pay for a course that I was deliberately deceived into taking by your representative, Educational Psychology. I am a God fearing Woman , who already has a Masters' Degree, but never taken online classes, who chose Liberty University over many others to advance my degree and growth in my laid off career.Desired Settlement: I desire for Liberty University to clear name and account of these erroneous fees, also to please refund the book fee ($400) and background fee ($100) charges back to my credit card. or in a check...

Business

Response:

We are in receipt of your updated notice dated April 10, 2013 regarding the complaint referred to above. The student’s complaint addresses several areas including fees they believe are erroneous, specifically a book charge for $400 and a background check for $100 in addition to an incorrect date used as the basis of the withdraw from the courses in the semester. There is a Masters of Special Education or a Masters of Education in School Counseling, both programs which are regionally accredited by SACS and NCATE. The School Counseling program is in the process of completing requirements for CACREP accreditation, however many states do not require this accreditation. It is the student’s responsibility to confirm their state’s licensure requirements and enroll in coursework that meets their state’s requirements. Liberty University meets all Virginia state licensure requirements and makes all participating students in the Education program well aware of this fact if they indeed are pursuing licensure from a different state. Certain programs of study at Liberty University, especially in the field of Education require participating students to pass a background check. This service is performed by a third-party agency, American DataBank, and payment is made to that entity, not to Liberty University. Typically the background is required after students have completed six credit hours in their program and prior to taking education courses at the University. An application for the background check is submitted directly to American DataBank who assesses any fees due them at the time of the background check processing. The agency can be contacted at Tel: [redacted]- or ###-###-####. Regarding the book charge the complainant mentioned, Liberty University allows students to purchase book vouchers in advance of any estimated aid actually being received by our institution. The University partners with a third-party book provider, [redacted] Direct, to whom the purchased book voucher credit is sent so the student can order their books in advance of the start date of classes. If the book voucher is not used or partially used, [redacted] Direct credits the unused portion back to the purchasing student’s account at the end of the term. In this case, the full amount of the purchased voucher has been credited back to the students account. Lastly, the complainant mentions January 25, 2013 as being the correct date of the withdrawal from all courses in the semester. Upon a student’s request to formally withdraw from a course or a group of courses, Liberty’s Online Advising Office sends a withdrawal confirmation email to the requesting student with instructions to complete a withdrawal form and submit electronically. If the form is never submitted back to the University, no withdrawal is processed. The information the complainant states they were given was correct had the withdrawal form been submitted as instructed. However, not until several weeks later did the complainant contact the school again to formally withdraw from all courses and submitted a formal request to withdraw. This was received and processed the same day, with the signature date on the form being the effective date of withdrawal. Liberty’s withdrawal policy is published on the website and is reiterated via a confirmation email to students who withdraw from the University after the start date of classes. Charges are prorated based on the date the student submits their withdrawal to the University. The University employs the assistance of other agencies in the event that students who withdraw from their coursework leave the institution with a balance on their account. The University is always open to working with students who need special arrangements to take care of a debt owed. However, if students make no attempt at resolving an outstanding balance, the University is within its right to attempt to collect the debt through other sources.

Consumer

Response:

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.Revdex.com Roanoke, I am in agreement with the return of the Book Store Allotment; however I still am in disagreement concerning the actual charges of the dropped classes. Liberty University is by far one of the largest universities in the nation, with ethics but their employees did not follow through as advised. An example would be when I first enrolled and classes began, I had issues with internet outage due to storms, logon issues, and Blackboard issues with my assignment and was told many times by the Help Desk and Financial Analyst Aid, as well as Admissions said, “That I can request the classes to be dropped via the LUWithdrawal, I can still be enrolled to see if it works; until you decide send a final email.” If Liberty the Call Center pulled my call records and voice conversations, they will be able to verify. I began calling around January 7th and continued heavily via emailed, phoned, and followed up constantly, but my results were not what the Admissions/Registrar Staff reiterated to me. I am expecting Liberty to follow through on their word of total crediting my account to a zero balance. [redacted]

Review: Hello my name is [redacted] and my husband name is [redacted] is my P.O.A! Why I'm writing is about liberty university online, We are writing because thing went wrong at the school and I was told that I had to days to drop my classes. So last night after thing went south, I just and my husband said something about calling the Revdex.com the board of education and other places, the lady on the phone got a little nasty and said I couldn't call there know more and I could only respond by email. I ever read that in any part of the school thing are my four eye's just missed that one. I have been to more than just one school and I have ever heard of wall I'm going here I can only respond to my Instructor and other people by email. And I sent emails to the places that I was told to send so my loans could be sent back and I could be in good standing if I choose to go to another school. If it was a misunderstanding on my half and her things could of been done a little better. And something else I don't understand is my husband is my P.O.A and by law if I understand right this school shouldn't of not let my husband talk and do anything on my behalf, I thought that's what a P.O.A is for! And my husband has ben taking care of all thing for me since I choose and put him as my P.O.A. I just want to make shore that my student loans and DOA are all sent back and my account is closed at this school. And I want to note the lady said that students have a lot of problems with this lady. And I do want to note that when I first started to sign up here they said my high school couldn't be found after my school books got here, and a man at the school told me to do whatever with the books so I took them to U of L book store and sold them like I was told. But than a week latter they found my school, but I was going to go to post univ and I stopped that because I wanted to go to a Christain school instead, and that univ got upset and said I was going to that school for money, but that can't be because I wouldn't be writing you, I was to get back from liberty 4520.00, so that should show money's not why I go to school I want a good education without all these problems that I keep going threw from school to school.Desired Settlement: I'm not a hard person to please. I wanted to stay at this school without all these problem, I read in matthew 4 19 say follow me and I will make you fishers of men. Yes I could go on and on with boble verses, but I'm not writing the Revdex.com to preach at all. I just want you to understand that I wanted to be a better christain and that's why I choose this school. I really don't know what out come I'm looking for at all. One is my funding sent back that's the most important at this time. So I can look for another school since this isn't what I thought it would be at all. Something else I want to note is that they wouldn't take my phone calls only email that is most important to be in contact with others at the school. That part is very funny to do any student that why at all. Why is the school in business if you do students that way. They said it's school policy. That part should be really look at for any student. Because to be for God and to learn more a person has to have contact with all people wall in college. Why even go to school and pay all that money and can't speak to anyone just because my husband said a few things is very strange. That would make anyone think that this school is just after money after I sign up here. God gave us a peace of mind and understanding.

Business

Response:

Re: Revdex.com Case # [redacted] Dear Ms. [redacted], Liberty University has received your letter dated June 26, 2013 regarding a complaint filed by a Liberty student. This individual’s dispute contains many details that we cannot respond to without violating FERPA (Family Rights and Privacy Act) regulations. Liberty University will be happy to provide a more detailed response, if required, as soon as the student provides the necessary authorization to respond in detail. In certain circumstances, Liberty University requires all communication to and from a student to be in writing. These may include, but may not be limited to, the threat of or filed legal action against the University or activities related to potential fraud. The act of requiring communication to be in writing protects both the student and the University while documenting a student’s situation and the resolution process. In the received complaint, the student makes statements that are unclear and difficult to understand as to the desired outcome. Also mentioned in the complaint is the subject of a Power of Attorney (POA). Liberty is able and willing to work with students who have given Power of Attorney to a family member to sign or process requests on their behalf. The appropriate documentation must be provided to the applicable offices. For students with disabilities, Liberty University offers assistance through our Office of Disability Academic Support (ODAS). Students must notify the ODAS of their disability and provide requested documentation in order to receive assistance. Information regarding the accommodations offered by this office can be found at this link: http://www.liberty.edu/index.cfm?PID=15659. The University has been in communication and will continue to communicate with the student regarding the loan and attendance issues mentioned, as the complaint does not clearly depict whether the intent is to attend Liberty University or another school.

Consumer

Response:

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. Well because when I call into the school sometime after some people look at something they hang up on me. And how am I to learn anything with out help from the school, my husband can do only so much. And one I desided to stay one day I have 5 classes and the next I have 4 classes and they said I called in and said I wanted to change the classes and no dis re spect but that's a lie. If you remember they said I couldn't call in so how would I changed anything. Then they took a 1,000.00 from my funding when they said I withdrawl. When someone from there funding office told me to go on the webmail and go to this email and I told them I don't want to withdrawl and I done what I was told but they done what they wanted to do because so many people was calling and to make a long story short they done whatever they wanted and made me be the bad person. I steal want to give this school the try that another school expressed to me that they already took the money so just hang it out for that term and go on if things change. But I want to note that they said my funding would be here at this point and now they said that they had to check 5 different place and I might not get my funding until august are september which that wasn't what I was told. Then they say I'm going to school for money which money will never get me the learning that I want and need for what I'm taking in school. When I get the big prize at the end of my school term then that takes place of any bodies money my Degree is what I go to any school four!Regards,[redacted]

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