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We are in receipt of your notice dated November 20, 2014,
regarding the complaint ID referred to above. Per our records, the complainant
did not find the University’s previous response (dated November 7, 2014)
satisfactory, and we are responding in compliance with your request for an
additional statement to be issued in the case of this complaint. The
complainant for this case is a current Liberty student who has served and is
serving in the [redacted] City Police Department and has applied for an Emergency
Response Personnel (ERP) discount that saves eligible students 25 percent of
each semester’s tuition. The complainant has requested to receive refunds for
25 percent of the tuition for each of their previous semesters of enrollment.
 
While Liberty did not have confirmation that the complainant
had been previously approved for the ERP discount—as the complainant
claimed—after a lengthy review and consideration by management, the University
has decided to award the complainant the amount they would have saved in
tuition if the discount had been applied to all previous semesters. This amount
cannot be applied retroactively to be refunded for each previous semester, but
it will be awarded to the complainant for the Spring 2015 semester once they
register.
 
Liberty will shortly be contacting the complainant to inform
them of this information, and will be glad to answer any questions or further
concerns the student may have on this matter.
 
Sincerely,
 
[redacted]
Liaison/Compliance Analyst
Financial Aid Office

Re: Revdex.com ID – [redacted] The complainant's situation was resolved on 7/31 through an internal complaint submission and resulting adjustment of the balance that was showing due to $0. The complainant contacted us post the submission of this complaint and was notified that the balance is now...

resolved. No further action will be taken on our end as the complainant's request in your system as well as our internal complaint system has been fully realized.Sincerely,

Re: Revdex.com ID – [redacted] The complaint submitted on 8/12/16 has been received and the following is in response to the concerns raised. Based on the information provided by the complainant any information regarding their interactions, purchases, or outbound communication with them was not able to be...

located. In addition the complainant raises concerns with “sweepstakes” that the University is offering without any of the communication if in writing or dates and details of conversations. If the complainant is able to provide this information their concerns can be further investigated. To more generally address the concerns of “sweepstakes” that involve enrollment as a prerequisite this could be possible. The University does offer promotions and discounts for students where in terms of what must completed in order to be eligible. Any time this is offered to students the terms of the promotion or discount are included in the email and referenced in the conversation if discussed via phone call. Also the University does not offer special promotions that involve grants as those are government controlled. University promotions offer tuition discounts and fee waivers which are resources that are University controlled and we are able to offer if students meet the terms of the promotion. I hope this brings clarity and again if the complainant can provide any information that shows these practices have not been followed, we will be glad to further investigate into the situation on their behalf and respond.

Re: Revdex.com ID – [redacted] Notice of complaint, dated April 3, 2017, concerning Complaint ID [redacted]. In the complaint, a former Liberty University online student (“Complainant”) claimed that she had an outstanding balance of $1,057.00 from a previous semester at Liberty and that Liberty has...

“repeatedly” denied her requests for a payment plan.  Specifically, the Complainant requests for Liberty to set up a payment plan whereby the Complainant can pay down her outstanding balance and, once half of the balance has been paid, Liberty will allow the Complainant to re-enroll in courses and pay off the remaining half of her outstanding balance while enrolled.  The Complainant did not dispute that she owes the $1,057.00.  The Complainant also stated in her complaint that, during the semester in which she accrued the outstanding balance, she became pregnant and “very ill” and was unable to satisfactorily complete her classes.  The Complainant did not claim that Liberty denied her requests for a payment plan due to her pregnancy or that Liberty discriminated against her in any way by denying her requests for a payment plan.  She admits she never requested any accommodation at the time.   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 3, 2017.  However, I would be glad to provide some general information about Liberty’s relevant policies that the Complainant may find helpful in her situation, based on the information she provided in the complaint.  Liberty policy does not permit individuals who have an outstanding balance to enroll in courses until the balance has been paid-in-full.  This policy applies equally to all individuals without exception.  However, Liberty’s Student Accounts Office is willing to offer an alternative solution to assist the Complainant in paying off her outstanding balance so she can continue pursuing her education at Liberty, which is important to us.  If the Complainant pays 55% of the outstanding balance (approximately $475.88, based on the information provided by the Complainant in the complaint), Liberty will discharge the remaining 45%.  To accept this offer, to receive a more detailed response to her complaint, or to obtain additional information about future enrollment at Liberty based on her particular situation, we encourage the Complainant to contact the Student Accounts Office at [redacted] as soon as possible.  It should be noted that, if the Complainant resolves her outstanding balance, Liberty policy requires the Complainant to reapply for admission to the University since she has broken continuous enrollment.  Satisfaction of the outstanding balance does not necessarily guarantee that the Complainant’s application for re-admission will be granted. In the Revdex.com complaint, dated April 3, 2017, the Complainant also stated that she became pregnant and “very ill” and was unable to satisfactorily complete her classes.  Although the Complainant did not allege that Liberty discriminated against her on the basis of any pregnancy or illness when it allegedly denied her requests for a payment plan, privacy laws again prevent Liberty from providing a meaningful response to the Complainant’s statement because student education records are involved.  However, Liberty University takes seriously its obligation to comply with all applicable non-discrimination laws, including those laws that protect against pregnancy and disability discrimination, and Liberty complied with those laws in regard to the Complainant.  Liberty University also fully considers all requests for medical and disability-related accommodations that it receives. I trust this response sufficiently addresses the Complainant’s concerns and hopefully presents her with a workable path for pursuing her education at Liberty University.  Please do not hesitate to contact me if there are additional questions or concerns, or if I can be of further assistance.  Responding in more detail may require the Complainant to execute a waiver to allow Liberty to share information not part of her complaint but found in her education records.

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.
Regards,
[redacted]

We are currently reviewing the student's access and work submitted in the [redacted] software program once more to verify that the FN earned in [redacted] is in fact valid. We will contact the student via their Liberty University webmail account with further information on the findings and directions in regards to what she would need to do in order to access her [redacted] coursework.

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 $900.00 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 March 3, 2015,
regarding the complaint ID referred to above. In the complaint, the complainant
claims that they were told they would not owe anything out of pocket toward the
costs of the Spring 2015 semester at Liberty. The complainant was told before
the...

semester started that they had a balance of $0; their online account also
reflected this. On March 3, 2015, the complainant received notice that they
owed $2,200 to Liberty for the Spring semester after their financial aid for
the semester was reduced. The complainant has asked that Liberty cover the
balance since they believe this to be a Liberty mistake.
 
The complainant’s balance for the Spring 2015 semester came
when the student dropped from full time (12 credit hours) to half time (6
credit hours) for the D sub-term (3/16/15-5/8/15).  The complainant had
already received a disbursement of financial aid pre-packaged for full-time
eligibility. Per federal regulations, once the complainant dropped the D sub-term
and was no longer enrolled in the semester, a review was required to determine
how much of the disbursed financial aid they were able to keep. If any unearned
amount was determined, that amount would be sent back to the loan lender by the
school, and the complainant would be responsible for any resulting balance.
Thus, the complainant’s account incurred a balance when loans they were not
eligible to keep were sent back to the lender. The complainant had been
informed they had no balance and everything was covered, but this was before
the dropping of the courses.
 
However, Liberty has agreed to cover the balance as a
one-time courtesy. It should also be noted that, during a review of the
complainant’s account and loan eligibility, it was determined that the complainant
received loans in the 2013-2014 and 2014-2015 school years for which they were
not eligible. The complainant was ineligible for the listed loans due to a
documented disability. This recent review determined that the complainant had
not provided the documentation required by the U.S. Department of Education for
reinstatement of federal student loan eligibility. Thus, the loans the
complainant received for those aid years have been returned to the federal
government. Liberty has extended its one-time courtesy to cover that resulting
balance as well, so that the complainant does not owe the University any money
at this time.
 
The complainant will be receiving an additional written
response from the University to which they will be welcome to respond with any
questions or concerns they may have.

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.
RESUBMIT-Liberty University decided..against the Federal Government to not accept my financial aid. if I had the funds to pay for my education I would not have applied for financial aid. When I did my financial aid check in on July 29, 2014 I had been awarded $6,833.00. Of that $4,680.00 was to cover tuition and there was going to be a credit of $2,018.00They awarded me aid that covered my entire Fall semester then they took it away and want me to pay what I don't have. They decided not to accept the money so they should not bill me they should cover the expenses. Had I known they would not process my aid I would never have enrolled at their university. I should not be responsible for the remaining balance. Threatening to send to collections. The U.S. Department of Education Office of Inspector General when they stated that myself and my friend [redacted] had committed no fraud in attempting to get federal aid. Liberty decided that they would not agree with The US Department of Education to process then financial aid and then accused me of cheatin and stated that this was the reason that they were not processing aid. Since Liberty decided that they would not processed the aid. They decided that they would assume responsibility for billing. Had I known that Liberty would not accept/process my aid. I would have never enrolled because I knew that I could not afford to pay tuition out of pocket.Liberty needs to quit harassing me and threatening me to make payments on an account that they choose not to process my aid. They can either write the difference off but I should not be held eligible because they personally decided to ignore the The U.S. Department of Education Office of Inspector General when they stated that myself and my friend [redacted] had committed no fraud.

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-In. The complainant suggested that Financial Check-In was completed without their knowledge. The complainant has asked Liberty University to remove the Failed Payment Processing Fee of $70.00. 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, 2018.  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 Check-In (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 necessary. Students 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 24 hours prior to draft withdrawal date under their agreement. This applies equally to all individuals. If 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 $35 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 30 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 30 days of the receipt of the appeal. The complainant is encouraged to work with Liberty’s Student Accounts Office if they are in a current payment plan they cannot afford. The 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 needs. The complainant is encouraged to contact the Student Accounts Office by phone at [redacted]. I trust this response sufficiently addresses the complainant’s concerns.

Re: Revdex.com – [redacted] We are in receipt of your notice dated November 19, 2016, regarding the complaint ID referred to above. In the complaint, the student stated that they completed a Master Promissory Note (MPN), complete with an endorser addendum, on September 6, 2016. 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 2016 semester. After 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 disbursing. The student indicated that they contacted the U.S. Department 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 Liberty. The student has expressed frustration that the University has had the MPN required for two-and-a-half months and has not processed all disbursements. The student has expressed concern that it may take another month for them to receive their remaining loan credit for the fall 2016 semester. Liberty records show that, on August 23, 2016, the University received a notice from the U.S. Department of Education that the student had been approved for a Graduate PLUS Loan. The student had applied for this loan with an endorser cosigning on their application. Funds from this loan were projected onto their account for the fall 2016 semester as of August 29, 2016. On September 7, 2016, the University received a second Graduate PLUS Loan approval for this student. This application also featured an endorser’s signature. On September 10, 2016, the University noted on the U.S. Department 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, 2016. 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 processed. However, 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 MPN. Despite 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 disbursed. Thus, when the student received a disbursement of $4,072 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 loan. When 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 2016 semester, they were advised an additional MPN was needed in order for the second loan—the loan approved as of September 7, 2016—to disburse. The student has indicated that they completed a second MPN as of November 18, 2016. At the time the student submitted this complaint, the MPN had been completed but had not yet been processed by the University. However, at this time, the University has confirmed the completion of this second MPN based on information available on COD. As a result, the student’s second Grad PLUS Loan has disbursed. Since this information has been confirmed, there will be no further delay; an additional credit of $1,348 will be refunded to the student within 1-3 business days. The University regrets any inconvenience this has caused the student. The 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 necessary. The Financial Aid Office regrets that the student received conflicting information. However, as noted, the student’s concerns have been attended to, and the additional Graduate PLUS Loan funds have disbursed to their account at this time. If 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 concerns. The student is encouraged to contact their Academic Advisor with any questions they may have related to admissions. Sincerely,

Unfortunately, the account provided by the
student is inaccurate in terms of her enrollment status, interaction with staff
and cause of the issue. Though 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 status. All transactions on Ms. [redacted]’s account, including
Financial Aid disbursements and enrollment verification, have been audited and
confirmed to be accurate. Ms. [redacted] has been given a complimentary tuition
credit worth $1,695 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.

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.
The response is a complete lie and does not address the issue. For example, the response states "even though this student was not misinformed" this is not true, I was misinformed! The Registrars department told me there was a change in policy in October 2014 which was after the date of my registration date of September; I was told the school had to change the policy after I enrolled due to the fact they could not find professors to work the holiday shift for the class in which I was enrolled. Therefore they changed the calendar to accommodate the payroll periods to pay the professors instead of waiting until the next payroll term. I was told by [redacted] in the Registrars office this problem affected only a hand full of other students; however their issues resolved themselves as they were able to take an additional course, one was actually in her undergraduate program and was able to take another class as well. I however do not fall into that category. Fact: Liberty enrolled me as a full time student under the Spring 2015 Financial Aid, accepted and applied my current financial aid as payment (disbursement) for my full time enrollment status. Then later the school changed the policy (as stated above) which caused me to become a part time student causing my prior or existing loans to go into repayment status ; they never informed me of a status change. The Financial Aid paperwork filed with Liberty University has both classes (meaning full time status) charged and loan disbursement payment applied on one term which is Spring 2015, however they are reporting a part time status to my existing lenders. Adding text to the web site is not a solution as my Liberty Counselor enrolled me as a full time student, therefore wording on a web site would not help nor resolve the fact that Liberty staff guides students in one direction but then does another. In fact to this date staff enrolls students as full time during the winter and spring terms; you may confirm this information with my counselor as I will provide you with the contact information. Liberty is the expert, therefore they guide and direct the students to which they should go. In this fact, the school has misinformed and misguided me and therefore they should accept the responsibility of doing the right thing. The school has offered to pay for my next class, but as of today April 13, 2015 payment has not been received nor applied. My last correspondence states they are still working on the issue.  
Regards,
[redacted]

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]After searching for the complainant in our database we were not able to locate their file and records using the consumer information they provided. If 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 complaint. Sincerely,

The student has been in contact with their academic advisor as of 2/18/2015 and been informed of the proper method of appeal in regards to course grading. The student is encouraged to continue to progress in the course and complete their coursework in accordance with the stated instructions and...

rubrics. Should the student feel that the grading of their assignments is done so in a way that does not align with the published rubrics in the course, the student may submit a formal grade appeal for the course after the final grade of the course is posted. Information regarding the grade appeal policy can be found on the following webpage: [redacted]  and includes the following information regarding the policy and process. Liberty University Online Grade AppealsLiberty encourages students to have open and respectful communication with their professor to resolve any concerns regarding individual course assignment grades and/or the final grade for the course.Please click here to access the grade appeal form.(To access the form, you will need to login using your Liberty username and password)Criteria for appeal:Only final posted grades may be appealed beyond the professor. Appeals are accepted only when the grade assigned conflicts with:    The published grading rubrics for the course assignments    Written communication (i.e., email, announcements, etc.)    Calculation error on an assignment (resulting in a change to the final grade)Appeals, other than those mentioned above, will not be reviewed.The student must provide written documentation that demonstrates the occurrence of one or more of the above grounds for appeal. Documentation may be in the form of email correspondence, graded assignments, proof of timely submission, etc.Appeal process:A student wishing to appeal a final grade must submit the appeal to their professor and seek to resolve the situation with them. If the student wishes to appeal further they must follow the process outlined below:    Within 30 calendar days of the end of the term, the student may submit a written appeal to the Online Chair/Chair, but should do so through Liberty University Online Advising. The student must include the information required above. The Online Chair will consult with the instructor and review the student's written appeal. The Online Chair will then notify Liberty University Online Advising, the instructor and the student of his/her decision.    If the student has additional support for their appeal, the student may submit a written appeal to the Online Associate Dean, through Liberty University Online Advising after receiving the decision by the Online Chair. This written appeal must be received by Liberty University Online Advising within 5 business days of the Online Chair’s email. The Online Associate Dean will review the student's appeal, as well as any information provided by faculty member. When a decision has been reached, the Online Associate Dean will notify Liberty University Online Advising, the Online Chair, the faculty member and the student.    If the student has additional support for their appeal, after receiving the decision by the Online Associate Dean, the student may submit a written appeal to the Online Academic Dean through Liberty University Online Advising. This written appeal must be received by Liberty University Online Advising within 5 business days of the Online Associate Dean’s email. The Associate Dean will review the student's appeal, as well as any information provided by faculty member. When a decision has been reached, the Online Academic Dean will notify Liberty University Online Advising, the Online Associate Dean, the Online Chair, the faculty member, and the student. The Online Academic Dean’s decision is final.

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.ThI'm not pleased with LUO taking their time granting me access to review [redacted]. I would like for this issue to be taken care of by the end of this month. What is so hard about granting me access to [redacted] to verify that the instructor accurate input the correct date. After speaking with tech support from [redacted] I was told to verify dates I would have to have access for the class and it would have to be granted by the instructor. I was also advise that the instructor can delete submission but I would be able to view these changes. This is a simple fix for everybody, grant me access to the [redacted] and the account would be resolved if I'm responsible. 
Regards,
[redacted]

Our records indicate that the student contacted the
Academic Advising Office on July 31, 2014 in regards to her [redacted] class that
ended on July 4, 2014.  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 4 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, 2014.  The student received a reply to that
complaint on September 18, 2014 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.

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 lists. There should be no further contact initiated with the complainant from the University moving forward. Sincerly,

Re: Revdex.com ID – [redacted] We are in receipt of your notice dated August 5, 2016 regarding the complaint ID referred to above. The complainant is disputing a balance owed to Liberty University during the fall 2014 semester. The complainant has requested a response concerning this disputed balance. ...

In the fall 2014 semester the complainant was preliminarily accepted to a Liberty University (LU) degree program and subsequently registered for courses. The complainant was informed prior to the semester start date that they must submit official transcripts from all previous universities to complete the admissions process. At the time of their preliminary registration the complainant was eligible for Federal Direct Loans and the Federal Pell Grant which were projected onto their account towards the cost of attendance. Additionally, a portion of these loans were (upon the complainant’s request) allocated in the form of a book voucher which would then allow the purchasing of books utilizing this financial aid. On August 2, 2014 a book voucher was created in the amount the complainant requested and sent to LU’s partner online bookstore (MBS Direct), available for use. The complainant purchased items from MBS Direct totaling $107.22. On August 6, 2014 the complainant was informed that due to outstanding official transcript submissions their courses for the fall 2014 semester had been dropped. This resulted in all tuition and fee charges being removed from their account. The complainant’s financial aid was also removed due to not being enrolled in the minimum credit hour requirement needed to sustain federal loan and grant eligibility. As the complainant was no longer eligible to receive financial aid (due to no enrollment) the amount they requested for a book voucher was no longer available for use. The amount spent at MBS Direct was charged back to the complainant’s account at LU as a result of using financial aid to purchase the items previously mentioned, and then losing eligibility (for the reasons previously stated). MBS Direct does have a return policy (with applicable shipping/handling fees determined by said policy) that can be utilized in an event such as this. After reviewing the complainant’s records at MBS Direct the disputed balance is accurate and applicable. Upon the complainant’s courses being dropped, financial aid removed, and MBS Direct charges applying to the account, Student Accounts attempted to make contact. Between October 31, 2014 and June 30, 2015 the complainant received eleven calls from Student Accounts in an attempt to set up payment arrangements to avoid being assigned to an external agency. No arrangements were agreed upon by the complainant and the account was turned over to an external collection agency on September 10, 2015. The balance assigned is the aforementioned $107.22 plus collection fees of $32.03 for a total of $139.25. I trust this addresses your concerns.  Sincerely, [redacted] [redacted]  Associate Director of Student Accounts Liberty University

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