Liberty University Online

We are in receipt of your notice dated January 8, 2015, regarding the
complaint ID referred to above. Our
records indicate that this student had a hold on her account due to an
outstanding balance that was sent to an agency to be collected. The student paid the collection’s agency
on
12/9/2014, and that payment was reported to the university from the
collection’s agency on 12/12/ On
December 12, 2014, the student account reflected that payment and the
collection’s hold was removed from her account.
The student was notified on that date that the hold was removed via a
phone call from our Student Accounts Office.
The student does not currently have any holds on her accountWe trust
that this response confirms the desired resolution from the student
Sincerely,
*** ***
Director, Student Advocate Office
Liberty University Online

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Liberty is not being truthful and to say they are a "christian" institution this says a lot about the integrity of the university and the validity of their claim. The Federal STudent Aid Ombudsman's office told me that Liberty is known for doing this to their students. When I reached out to Liberty to tell them that the FSA Ombudsman's office found no fraudulent activity and to reinstate federal aid I was told that they would not be honering the Ombudsman decision and then they went on to say that now they were not processing aid because I along with another student was cheating. So which one is it? You can't keep chaning the "issue to fit your need" I pay $monthly to Liberty and they are not happy with that. It is their fault that my aid was not processed. I should not be held liable for their inaccuracy or negligence. I am more than happy to make a settlement for a lesser amount and pay as I can

We have looked into this matter are unable to find any record of university error or poor service being provided to the student. The dates provided by the student do not have any associated emails or phone calls on those days, so it is difficult to find the particular conversations the student
is referencing in her complaintIf she is able to provide more specific information, we will be glad to review this matter furtherThe $Graduation Fee that the student references is a fee that is charged to all students after they complete the Graduation ApplicationThis fee is not applied to a student’s account until after they submit the application. Even though the student has yet to graduate, the fee is not being charged in errorIt is the student’s responsibility to ensure that they are on track to complete their degree requirements before submitting the applicationThe student has previously mentioned, in correspondence with the university, that her graduation is being delayed but has neglected to provide any additional information to explain the situation, even after being asked to do soThe student also mentions being registered in error for a course, but provided no additional information pertaining to when this error occurred or the course in questionIn addition, she also references “no professionalism” and no “compassion” from the universityOnce again, no specific information was provided regarding when these events occurred or who the student communicated with. The Student Advocate Office exists to assists students with overcoming obstacles such as the ones that the student has referenced hereThe student has reached out to this office in the past and had been asked to provide additional information in order to explain her concerns in more detailThe student is encouraged to email *** and explain her concerns in detail, as previously requested. A supervisor will review her situation once the additional information is received

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Liberty University's response is dishonest and not revealing of
what actually took placeOne accurate statement they said was that “I called
the University multiple times.” The phone records of the conversations that
took place between the representative and myself would validate that I am
telling the truthI did express to the representative that I wished to
withdrawalI did complete all necessary steps on my behalf for the
spring/summer semester and Liberty University was not prepared for my
attendance for that semester and said unless I could pay out-of-pocket that I
should postpone attending until Fall semesterI did not want to wait until
Fall to attend, but I was calling Liberty almost daily to inquire what the status of my enrollment wasI have talked with faculty at other intuitions that agree that
it is unfair for a University to charge a potential student for the entire
semester fees simply on the grounds of emailing a professor to ask a question
Liberty University claims to be a supportive Christian University, in which
after my short dealings with this University, I have felt as though they care
more about the bottom line and less about being supportive or representing
ChristIt is sad that secular University's have provided far better,
friendlier, and caring serviceLiberty stated that they tried to communicate
with me prior to turning it over to collections, which is a shallow truthTheir
communications were inconsiderate and unhelpfulIt was more of a statement of
"too bad, we know there was no trade that was
exchanged, our policies are deceptive, we've done this before to many a
students, pay or else."
Lastly, as this has happened to many students, I do not understand why Liberty would not want to fix this deceptive policy, other than to presuppose that collecting money for a service they never provided is how they wish to continue
Regards,
*** ***

We are in receipt of your notice dated December 11, 2014,
regarding the complaint ID referred to aboveThe complainant is the father of
an individual who has had an account created at Liberty University after
partially completing an application Liberty University onlineThe complainant
is
claiming that his 8-year-old child had an application created by someone
fraudulently using their informationThe complainant states that if fraud has
occurred under their child’s name, Liberty should prosecute the perpetrator to
the fullest extent of the law and reverse all charges and accounts that were
opened in the child’s name
Liberty records show that an application was partially
completed online by a user using the complainant’s child’s name and the
complainant’s phone number and e-mail addressThe partial completion of the
application generated a lead which was followed up on by Liberty’s Online
Consulting OfficeSince it was an online application, Liberty is not able to
determine who it was filling out the applicationHowever, after the
complainant called the Admissions Consulting Office, the account was placed on
a Do Not Call ListIn light of the complainant’s December 11, 2014, complaint,
the account in the complainant’s child’s name has been labeled Fraud
Identified, and no further activity can take place on the accountSince the
application was only started and not completed, the “student” was not accepted
and no charges were incurredLiberty received no paperwork connected to the
account
Liberty regrets the confusion and the complainant’s
assertion that its staff did not take this matter seriousAs stated above,
Liberty has closed the account and will not again attempt to contact the
complainant or his child, and the account can no longer be used for
applicationThe complainant has not incurred any charges, and Liberty, though
in possession of very limited information for the account, will be glad to
comply with any additional inquiries made by the organizations the complainant
claims to have informed of this matter (such as the *** *** Police
Department and the Federal Trade Commission)
Sincerely, *** *** Liaison/Compliance Analyst
Financial Aid Office

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was informed that I could not enroll in classes with the unofficial transcriptsAm I able to do this now? I need to enroll in classes asap
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The fact remains that I not only applied for the discount program and included confirmation of Liberty University receiving the application, but also that all of my applications and FAFSA also were received by Liberty and included the same information (that I am and was a current law enforcement officer). Therefore, the discount not being applied to my account was due to an error on the part of Liberty University. The university not refunding the money that was billed is unethical, and it shows a clear lack of honor. This will be my last semester attending the college in light of these facts
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedThis would be greatly appreciated if Liberty does cover the outstanding balances for meThank you for assisting me with this resolution
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This has been an ongoing issue with the network and the stability of the coursework within this class and myself I have emails from the instructor dating back to March addressing this issue, this is not a new issue Also, some correspondence with the instructor was sent from my *** mobile phone, a phone I do not have access to anymore, as the record will reflect my phone number has changed to a *** number since the incident I believe this response from the school is indicative of their rather flippant, 'not our problem' attitude regarding this matter from the beginning
Regards,
*** ***

In response to complainant's request for transcripts submitted to be returned:At this time the copy of your transcripts that you submitted are not able to be returned in that form as they are destroyed upon receiptThis is a standard process to protect student's information privacy on the formsWhen the documents were originally received by the University they were scanned and added to the student's file as unofficial documents as the student was informed previouslyThere are two paths to resolution of this situation as detailed below:First as student was informed of on 11/29/via email from the University Registrar OfficeThey may email a supervisor within that office to request an exception and for the digital copy to be sent to them directly with the understanding it is an unofficial copy, same as when received opened, and will have a Liberty University stamp of received upon itSecondly and perhaps the best option would be for the student to make contact with their previous school directly and request an unofficial transcript which should be provided at no charge and without the balance needing to be resolvedThis will allow for the students transcript to be without Liberty University's stamp of received and other notations upon itEither of these options will accomplish the desired outcome for the studentBlessings,Liberty University Online Student Advocate Office

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This debt is not valid The business admits they received payment by way of my financial aid for my attendance They felt something wasn't right so they sent the money back?? Make no sense for a business I do not accept this debt , will continue to fight them.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will consider this complaint resolved
Regards,
*** ***

Response to Complaint ID# *** Complainant has submitted identical complaint through the University's internal complaint system as well as several other agenciesFor this reason the below response is what was sent to them directly through these other mediums regarding this issueYour ***
transcript clearly designates those courses as non-institutional and as “transfer credit” due to credit taken by exam and life experience credit. At our institution, as with others with our accreditation, we only transfer institutional courses. Non-institutional work is not accredited Again, *** did not offer these as accredited courses when you took them in 2006. Because of this, they are not transferable and must be reassessed by any institution if a student wishes to transfer. *** may have offered them as accredited, institutional courses at a later date, but that will not affect coursework completed prior. After researching your situation, I was surprised to find that we already granted you life experience credit for your *** *** *** *** *** and for your *** *** ***. We are not obligated to grant credit for non-accredit coursework, but we assessed your certifications following ACE (American Council on Education) guidelines and granted the appropriate measure based on our policies I am sorry if you are disappointed, but the issue is with the courses themselves, and not with our policies or practices

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I am not satisfied with the response because I was told several different things by several advisorsI was not made aware that I would not receive financial aideFinancial aide was on my account until it was taken off three weeks before the semester was overLiberty University is a scam and I will continue to file complaints Against the universityThey lie and are very unethical

In the student’s rejection, she claims the policies were never explained to her. Prior to her withdraw, the student verified she had read and understood the Attendance Policy on two separate occasions. The first being when she completed the Course Requirements Checklist. The Attendance Policy is included as a part of the required reading within the Student Expectations portion. Upon completion of the Course Requirements Checklist, students are required to confirm whether or not they have read the Student Expectations. The student selected “Yes”, in response to this questionSecond, the policy is also included in Financial Check In. On the Policies and Procedures page of the contract, students are required to verify that they have read and understand the policies contained therein. Once again, the student confirmed that she did. It is important to note that by completing Financial Check In, the student is entering into a legal and binding contract with the university
In the student’s rejection, the student states that she has spoken with at least different people and each person told her something different. I have reviewed the conversations the student has had with the university regarding this issue, beginning in July of 2015. The information the student was given has been consistent and I was unable to find multiple instances of conflicting information, as the student claims in her rejection
The reason the future tuition credit was awarded, even though the student expressed that she had no interest in returning, was because it was offered as a courtesy. In accordance with the Withdrawal Policy, the student received a 75% tuition refund for each course, based on her date of withdraw during the term. The university was under no obligation to offer any type of additional monetary award, beyond what the student was eligible for per the Withdrawal PolicyAny additional award would have been approved as an extension of grace, which the university did not have to doBecause the student was eligible for a 75% tuition refund, this means that she remains responsible for 25% of the tuition for each course. This 25% that she is responsible for, is the same amount that has been awarded as a future credit when she enrolls in the two courses againThe approved credit can be used toward repeating HSCO and COUN ($per course) and will remain valid through Fall 2016, should the student choose to return and utilize the tuition credit

We are in receipt of your notice dated December 17, 2016, regarding the complaint ID referred to aboveIn the complaint, a Liberty student indicated that, after they enrolled in courses for the fall semester, they determined that it was not a suitable program for them, and they wished to
withdrawThe complainant indicates they contacted the University and spoke with an advisor about the financial consequences of a withdrawal, and, while they were advised of some of the consequences, the student was not given the impression the withdrawal would result in a balance they would be required to payAt this time, the complainant’s account has incurred a balance of nearly $2,as a result of the withdrawalThe student does not believe they should be responsible for this balance due to the misinformation they receivedIn addition, the complainant expresses concern in that they are attempting to transfer to another school and have not had their financial aid eligibility released from Liberty at this timeLiberty records show the complainant was accepted to the online program on May 13, 2016, in pursuit of an Education Specialist (Ed.S.) degree in Curriculum and InstructionThe student enrolled in three courses for the fall semester, including two in the B sub-term (8/29/16-10/21/16) and one in the D sub-term (10/24/16-12/16/16)For the semester, the complainant was eligible to receive unsubsidized loans that would cover their schooling costsOn September 19, 2016, the complaint received a disbursement of $8,in unsubsidized loansOn September 22, 2016, a credit of $5,was refunded to the student’s BankMobile accountOn October 26, 2016, the complainant called the University’s Online Academic Advising Office to discuss possibly withdrawing from the course they were taking in the D sub-term, the sole course in which they were enrolled at that timeSince the complainant had already completed activity in the course, they were advised the consequences would include a $withdrawal fee and a charge of percent of the course tuitionThis is per the University’s Withdrawal Policy (which can be viewed via this link: ***The advisor also stated that the complainant’s loan would be cancelledThe loan cancellation would be due to the fact that, by withdrawing from the course, and having previously withdrawn from an earlier course in the semester, the student would be dropping below half-time enrollmentSince the complainant was only enrolled in that one course at time they withdrew, the withdrawal was considered a total withdrawal and a cease of attendance for the semesterWhen students cease attendance in all classes in a given semester, they are subject to a proration of all federal, state and institutional aidIn accordance with federal regulations a Return to Title IV (R2T4) calculation was processed to determine the amount of federal aid the complainant earned. This calculation was processed on October 28, 2016, and it was determined that the complainant earned percent of their aid. The unearned aid originally paid to the student’s account was returned back to the U.SDepartment of Education. This aid returned consisted of $2,in unsubsidized loans, an amount that was returned to the U.SDepartment of Education on November 1, This created a balance of $1,on the complainant’s account for the fall semesterAt this time, Liberty University has decided to cover the complainant’s balance as a one-time courtesyThis is based on review of the student’s recorded conversation with the academic advisor, in which the advisor accurately explained some of the consequences of withdrawing but inaccurately depicted the financial aid consequencesAlthough the Advisor did mention that the student’s loans would be affected by the withdraw, the information she relayed was not completely accurateIt should be noted that the complainant did not seek advice from the Financial Aid Office regarding the financial consequences of withdrawing, which would have been more appropriateIn the complaint, the student also mentioned they were transferring to another school and were seeking to have their financial aid eligibility at Liberty cancelled so they might be eligible for aid at their other schoolReview of the student’s account indicates there is no further aid pending at Liberty, nor does the U.SDepartment of Education’s Common Origination and Disbursement (COD) database reflect any pending eligibility at the UniversityHowever, if the student is still experiencing issues with having financial aid processed at their new university the complainant is advised to e-mail *** and request a Withdrawal Clearance Letter, a form that will be filled out by Liberty and sent to the complainant’s desired schoolThe student would need to make sure and provide contact information for their new school in that request so we are able to send the information to themHowever, it is believed this would be unnecessary at this time as the listed resources indicate the student has no pending aid eligibility at LibertyI trust this addresses the complainant’s concernsPlease do not hesitate if there are any other questions or inquiriesSincerely,LUO Student Advocate Team

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Regards,
*** ***

Unfortunately we are unable to meet the student's request for a refund of the tuition paid for courses taken at Liberty UniversityAfter reviewing the notes on the students account the first mention of an upgrade certificate took place on 6/17/Unfortunately prior to this date this pertinent
piece of information was not included in the questions or conversations between the student and the university staff membersOur EdS/EdD programs are approved by the Virginia Department of Education for the New Field UpgradeThe courses required to add an endorsement are specified on page of the Degree Completion PlanVirginia does not offer an equivalent for the In-Field Upgrade