Liberty University Online

Review: I attend liberty online, and I am calling to find out information to my student accounts and the school keeps hanging up to phone in my face. As a school they are suppose to help out their student any way possible. I made an F in one of my classes and instead of kicking me out they gave me extra credit that I did not deserve. School are suppose to help students learn not help them cheat. I tired to withdraw from school due to a mental illness twice and they kept putting me on hold and hanging up the phone. No one will let me quit school. going two school is a personal choice, they have muiltple wedsites when I login and I do not know which site is safe and which is not safe.

Business

Response:

Dear [redacted],

We are in receipt of your notice dated January

18th, 2014 regarding the complaint number referred to above. The student mentions in the complaint that

they are attempting to find out information about their student account. The complaint also states that a grade of F

was earned in a class but complains about receiving extra credit which is not

deserved. Additionally, several

statements were made about calling our institution and being hung-up on. There is mention in the complaint of the

student being unsure of what websites within Liberty’s website that is safe for

them to use.

In the event of a disconnected call, Liberty’s

phone representatives will attempt to reconnect with the caller if possible to

ensure that the student’s questions have been answered. The dropped call is also noted on the

student’s file in the event that the student attempts to call back in right away

and is picked up by another phone representative. If a student chooses to conclude the call

prior to receiving all the information a university representative is

attempting to provide, the agent will note that the student hung-up on the

call. In addition, if a phone representative is not

able to reconnect with the student caller, an email is sent to the student’s

(Liberty-issued) email address to address any remaining issues, make any

clarifications, or provide the necessary instructions to answer the student’s

reason for calling.

Students who earn a failing grade in a course

are not dismissed from their program of study. The university’s academic

standing policy can be found by visiting:

[redacted] However, continually earning grades of F can cause the University to

suspend or dismiss a student, in addition to being suspended from federal

financial aid. Academic policy

information can also be found in the university catalog. The Financial Aid

Satisfactory Academic Progress Policy can be found on the Financial Aid page of

the Liberty University website [redacted].

Liberty’s website, mentioned above, has many

pages and hyperlinks within these pages that allow students to quickly and

safely navigate the website. Our website

is protected by University security protocol and every page within our website

is safe for students to navigate through.

Students with any concern regarding the safety of the site or

experiencing technical issues should contact Liberty’s IT Help Desk at

###-###-#### or toll free ###-###-####.

The complaint refers to a medical/mental

illness or disability that they are dealing with. Students with documented disabilities needing

additional assistance can contact Liberty University Online’s Office of

Disability Academic Support (ODAS) by emailing: [redacted] or they can visit the ODAS webpage at: [redacted]

All residential and online (first sub-term)

courses began on January 13, 2014.

Students, who wish to discontinue their enrollment with the university,

can simply contact an academic advising office at ###-###-#### or via email at [redacted] to discuss

withdrawing from their current courses and dropping any courses scheduled to

begin in a future term. There may be financial and academic ramifications which

the student should consider carefully prior to requesting a withdrawal or drop.

The student can view the drop and withdrawal policy by visiting the following

webpage: [redacted]. The

information regarding drops or withdrawals been provided to the student in

detail.

Sincerely,

Director,

Student Advocate Office

Liberty University

Online

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 was never made aware of the online office of disability academic support. I called the school because my computer had broken and I was told I had been removed from my course work on Thursday fed 6. I contacted my professor's and they said the school contacted them saying I dropped my classes. I was on a good track in class. After contacting my advisor [redacted] he stated that the school withdrawn me because I inquired about withdrawal.I am a first time college student and I didn't understand how the school year and financial aid worked. when I ask about the process My advisor asked If I were will the except the penalties. Upon asking what the penalties were the phone hung up, I called back and it hung up again and no one returned my phone call.Since no one exampled the withdrawal process I continue in school and I was ahead of all of my course work. Tech support told me about the fake site that where on the web. I am no longer a student at liberty university. This was not my choice I want to continue in school, but my advisor said it is up to the school if they except me back.

Regards,

Business

Response:

March 4, 2014

[redacted] Wright

Revdex.com of Western Virginia – 9890973

I am in receipt of your follow-up question

regarding Liberty’s response to the complaint number referred to above. You ask that Liberty address the student’s

statement regarding earning an F in a class and “instead of kicking me out,

they gave me extra credit that I did not deserve”.

Our office has contacted each of the

complainant’s professors and has confirmed that no extra credit has been

awarded in any of the classes the student has attended. The grades awarded were the actual grades

earned by the student.

I trust this response is sufficient to answer

your question. Please let me know if you have any additional questions.

Sincerely,

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,

Review: I was a student at Liberty University and was placed on academic probation along with a loss of student aide due to an issue with the IT Department at Liberty University. I made the proper personel aware of this issue and asked to either (A) retake the courses or (B) be offered a full refund as my inability to complete coursework was due to an IT issue on Liberty's end. Liberty asked that I fill out an appeal and submit proper documentation, of which I complied and received a rejection notice. I submitted a second appeal which was also rejected. My stance remains the same, I would like either a full refund or to retake the courses from that semester.Desired Settlement: I would like either a full refund or to retake the courses from that semester.

Business

Response:

Liberty University personnel received two appeals from the student in regards to connectivity issues that she experienced during the summer semester of 2012. Both appeals were denied based on the supporting documentation presented. During the summer semester the student was enrolled in both sub-terms of the semester. The first sub-term, referred to as the “B” sub-term began on 5/15/2012 and ended on 7/6/2012. The second sub-term, referred to as the “D” sub-term began on 6/25/2012 and ended on 8/17/2012. In the documentation presented with the appeal the issue related to logging in to her courses was not reported to the University helpdesk until after the conclusion of the sub-term, so a refund or credit for a repeat of the tuition for the B sub-term courses will not have been considered. In the documentation provided there were notes from IT personnel stating that the username and password had been reset and requested that the student make contact if there were any further issues. The was an additional email provided between the student and the professor referring to a ticket that she had submitted in regards to the log in issues. This email was sent to the professor on July 11th, 2012. If this was an addition ticket, we will review the appeal once more for additional consideration. In light of this information I would request that the student submit all associated ticket numbers to [email protected] so that the appeal can be further investigated.

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. If, however the business fails to comply with the action as stated in their response, I reserve the right to take further action. Regards, [redacted]

Review: As an online MBA student at Liberty, I excerienced network/hardware issues during my final exam. Not only that, but the item that I submitted for another class was not delivered to that instructor either. I was devastated when I received an F in both classes for a final grade. I emailed the instructor of the other class and he was gracious enough to look into the system and see that I had attempted to submit my assignment but it did not come through. He graded my emailed submission and I was given a grade change with a late submission and my final grade in that class changed to a B-. For managerial fianance, as I had had some issues with the instructor the last semester and with this being the final exam, I enlisted the aid of the student advising department in requesting a scheduled retake of the final exam due to hardware failure so that I could retake it at the local public library in a more controlled environment with a dedicated hardwired internet connection to reduce the chance of failure. The response was delayed at best and flat out no help. I went above their heads in a series of emails I will include below. The last or should I say first is from Mr [redacted], suggesting I fill out an online complaint form. I did, and my request was denied. My last recourse if a resolution with the Revdex.com cannot be found is to take them to small claims court to get back the tuition for the semester that I would not have taken had they not told me we could find a solution to this as I did not wish to stay there another semester, nor do I think I should be responsible for technical failure. This is a class with online delivery. Technical issues should be taken into account and a contingency plan made.Desired Settlement: Refund of the title 4 funds used to take the failed class, the failing grade which is not a direct reflection of my academic ability but of network stability stricken from my academic record and a refund of the tuition for classes I took the following semester under the false security that a resolution to this matter could be found that would save my GPA.

Business

Response:

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.

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 contacted both professors immediately within days of the date of final exam in question. Second this is not an issue of submitted work as all of my work until the day if the final was submitted with nothing less than a B for a grade. I went into the final with a low B. I have a series of emails beginning the following week, directly too the instructor, followed by the request to advising. the final landed on independence day causing shortcomings in response times. These emails can be provided in their entirety. As to the claim that all grades were posted and could not be changed on July 4, July 4 it's the date of the FINAL EXAM in question. If the semester ends the day of the final exam what is the policy for requesting retake? This is what I requested. A retake due to technical issues, not a performance issue, a technical issue.

Regards,

Business

Response:

Another review of the student's initial complaint and Revdex.com complaint have been completed and no new information has been uncovered. Before each quiz

or exam begins, there is a statement which reads, “Should you encounter any

technical problems during the quiz (exam), please contact our Technical Support

team via the Services/Support option of the course menu, and then send an email

to your instructor”. In the initial complaint the student did not provide the email as supporting documentation to their complaint. Even further, under the “Additional Materials for Learning” for each

course, it is noted the student will need (1) Computer with basic audio/video

output equipment and (2) Internet access (broadband recommended). While

computer glitches do happen, there doesn’t seem to be any follow up or

documentation on the student’s behalf to seek a reset or note the problem until much later in the term after all appeal windows had closed. If the student has supporting email documentation showing that they contacted the professor regarding the technological issue within an acceptable timeframe (hours) of completing the exam, we will review the case further. Emails sent to the professor more than 24 hours after the problem existed would not be deemed appropriate as the student should contact the professor immediately after experiencing an issue; not days after the event. The submission of such supporting documentation should be sent to [redacted]. The additional review does not necessarily indicate an approval of the student's appeal.

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 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 [redacted] mobile phone, a phone I do not have access to anymore, as the record will reflect my phone number has changed to a [redacted] 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,

Review: I took classes at Liberty University based on their reputation as a reputable school with Christian values and ethics. I paid the university for the tuition due (attachments) but they still chose to turn the amount over to Windham Professionals for collection. I have contacted the university on several occasions to only be told to email Student Accounts. I have spoken to [redacted] and it surprises me that the university has not reached out to me to make right this wrong. I would like to take classes at Liberty University again but will not until this issue has been resolved. I would hope that the school lives up to its promise of being a Christian University that develops Christ-centered men and women with the values, knowledge, and skills essential for impacting tomorrow’s world. With a unique heritage and an ever-expanding influence, Liberty remains steadfast in its commitment of Training Champions for Christ.Desired Settlement: Liberty University contact Windham Professionals and have this item removed from my credit report.

Business

Response:

RE: Revdex.com ID – [redacted] Dear Ms. [redacted], We are in receipt of your updated notice dated September 27, 2013 regarding the complaint referred to above. The complaint addresses the fact that the account was turned over to a collection agency for unpaid charges owed the University. Individuals with an account in this status are referred to the Student Accounts Office which handles all collection efforts for the University. The complaint suggests that the account was reported in error to the collection agency and the student’s desired settlement is that the item be removed from the credit report. Individuals desiring to pursue a degree from an accredited institution, come to Liberty University, apply for admission and upon acceptance, enroll in courses to receive instruction applicable toward their degree program. The University, in turn, is within its rights to expect payment for services rendered. Courses are offered a price per credit hour and students agree to payment for the charges associated with these courses upon completing Financial Check-in contract at the beginning of each semester. Students who choose to not use, or are ineligible for, federal student loans or other aid are responsible for taking care of their charges out-of-pocket. Accepted forms of payment, when not using student loans, are cash, personal check, credit card or scholarships from third-party organizations. In the event that payments made to the University are returned for insufficient funds, the University continues to collect on the original debt. University collection effort can continue a period of time prior to turning the debt over to an agency who continues to collect on the debt. Typical collection agency action is to report the debt to credit bureaus as an unpaid debt. Should payment be made to the original debt-holder (i.e. Liberty University), the payment is reported to the credit bureaus as ‘paid in full’. Should the debt be determined to not be valid, the collection efforts would be retracted and the reporting removed from the credit bureau. However, should the debt be a valid, the collection agency is under no obligation to remove the collection item from a debtor’s credit report. The student has been in communication recently with Liberty’s Student Account Office and the issue reportedly resolved. We trust that this also resolves the complaint filed with your office. Sincerely, [redacted] Liaison/Compliance Analyst Office of Financial Aid

Consumer

Response:

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

Review: Having an interest in Nutrition and Dietary Science, I contacted several on line universities and compared the programs, choosing the one I thought was right for me. The university I chose was Liberty. I discussed at length my requirements and expectations with regards to an on line program with a Liberty representative. Most importantly for me was that the university had a accredited Registered Dietician program. The online chat with the Liberty representative assured me that even though the program was not accredited, that accreditation was forthcoming within the year. He assured me that by the time I finished the requirements for the program, the University would have the accreditation and I would be able to use the classes I had taken from that point and transfer them into the RD program. I registered for the program shortly after the conversation to ensure I would be registered for the upcoming semester. On or about September 2012 I spoke to my advisor about the health class for which I was enrolled. 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 clas 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 21 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 a year and in that time, I have not been able to pursue my masters at NAY 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.Desired Settlement: I want this to be removed from my credit and for Liberty to contact the credit bureaus to have this reversed.

Business

Response:

July 23, 2013 RE: Revdex.com ID – [redacted] Dear Revdex.com, We are in receipt of your notice dated July 11, 2013 regarding the complaint number referred to above. The student accounts office in cooperation with the online student advocate office has agreed to remove the student’s account from collections and reconcile the balanced owed to the University. This action should be completed within the next few business days. The student will be able to see the appropriate adjustments by reviewing their university ASIST account. If any other questions exist, the student may contact us at [redacted] Sincerely, [redacted] Director, Student Advocate OfficeLiberty University Online

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: This was my third class with Liberty University Online under the Master of Divinity Program. I was sent the information on Monday and Tuesday I went to the doctor, Dr. [redacted] and she insisted that I quit Liberty University Online to help ;primarily for my heath. Wednesday, classes started. I did not participate in any classes, assignments or discussions. I requested a refund and was given everything but $300.00. I need all of m money to help ofsett my medicines. They want to give me a class credit. I will not be taking classes no where.Desired Settlement: I am asking that Liberty University Online give back the $300.00 they owe me because of acute health reasons. My doctor, Dr. [redacted] told me to withdraw from any and all classes at Liberty University Online strictly because of my health and well being. She was adamant. She felt that taking any classes at Liberty University Online was hazardous to my health. She suggested, just studying at home at my own pace. I am permanently disabled and will not be taking any classes from Liberty University online do I cannot used the $442.oo credit they are offering me. I have told them this over and over again. They are not hearing me because they keep offering me credits in the future and I have told the them same thing, "I will not be taking classes at Liberty because of my health. I never did one day's work for that class. Please help me, I need my refund to pay for my medicines. Thank you so much for your help.

Business

Response:

Per university policy, if a student withdraws from a

course during weeks 1-2, they are responsible for 25% of the tuition for said

course. Before this student was

withdrawn, it was confirmed that they did attend the course by submitting at

least one assignment. Since the student

withdrew during week 1, she was accurately charged 25% of tuition in accordance

with published university policy. After the student withdrew from her course in

summer of 2010, she submitted medical documentation in order to appeal for a

tuition credit, due to the medical issues she was experiencing at the

time. Upon review of the documentation,

it was confirmed that the condition pre-dated the student matriculating into

the course in question. Therefore, the

student willingly chose to begin the course with full knowledge of her current

medical condition. In follow up

communication, the student was offered the opportunity to re-appeal with

documentation that confirmed the condition unexpectedly worsened after the

start of the course. To date, the student

has provided no such documentation. As a

result, the appeal was denied.

The student has recently been offered a future tuition

credit from our Student Accounts Office.

This was offered as a courtesy and the student is not entitled to

receive these funds in the form of a refund due to the offer being presented as

a future discount. Should the student

choose not to attend the university, this offer will be become invalid on 12/31/16.

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.

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,

Review: I withdrew from 2 classes due to having to take care of my sick grandmother and provide medication for her. I chatted on Saturday September 27th 2014 with financial aid asking about dropping and making sure I wouldn't owe anything but in fact I should be due a refund of 25 percent for dropping On Saturday but I didn't tell them the right words or get to the right department to get it done because I never had to withdraw and didn't know the process or who to exactly tell. I demand they put the 540 credit on my account that I'm due I have paid this school over $25,000 dollars and if they really are a Christian university as a one time courtesy they should understand the miscommunication and misunderstanding of this matter and do right by God and me and fulfill my request.Desired Settlement: Would like the $540 credit put on my account that I was suppose to get back for dropping 2 classes at 25 percent rate.

Business

Response:

The student is currently in communication with the Student Advocate Office for Liberty University Online in regards to these same complaint details. It is our recommendation that the student continue to work with them in order to seek an amicable resolution for the complaint. They have contacted the student to request documentation to support their appeal and are currently awaiting a response from the student.

Review: On 12/3/14 at 6:09 PM my 8 year old daughter received a voice mail from [redacted] in Admissions at Liberty University regarding her interest in one of their online program. On 12/4/14 at 9:22 AM, we received another voice mail on the home telephone from an [redacted] at Liberty University Admissions stating a similar message 'Following up on a program [redacted] expressed interest in' and a ###-###-#### call back number. I ([redacted]) called the above number and spoke to [redacted] and request to speak to a supervisor to understand how did Liberty University receive my daughter's name and contact information? I was transferred to a [redacted] who told me, "They received an online application from [redacted]". I told him this is Fraud because my daughter is 8 years old and she did not apply to Liberty. The only resolution [redacted] offered was to remove [redacted]'s contact off the Do Not Call List which we are already listed on. This is very suspicious to me and Liberty University staff did not take this matter serious. I also work in Higher Education and is fully aware of Student Loan and Pell fraud. This incident was reported to the [redacted] Police Department (Case Number [redacted]) and the Federal Trade Commission (Reference Number #[redacted]).Desired Settlement: If Fraud has occurred under my 8 year old daughter's name I want them to prosecute the perpetrator to the fullest extent of the law and reverse all charges and accounts that was opened in my daughter's name.

Business

Response:

We are in receipt of your notice dated December 11, 2014,

regarding the complaint ID referred to above. The complainant is the father of

an individual who has had an account created at Liberty University after

partially completing an application Liberty University online. The complainant

is claiming that his 8-year-old child had an application created by someone

fraudulently using their information. The 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 address. The partial completion of the

application generated a lead which was followed up on by Liberty’s Online

Consulting Office. Since it was an online application, Liberty is not able to

determine who it was filling out the application. However, after the

complainant called the Admissions Consulting Office, the account was placed on

a Do Not Call List. In 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 account. Since the

application was only started and not completed, the “student” was not accepted

and no charges were incurred. Liberty received no paperwork connected to the

account.

Liberty regrets the confusion and the complainant’s

assertion that its staff did not take this matter serious. As 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

application. The 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 [redacted] Police

Department and the Federal Trade Commission).

Sincerely, [redacted] Liaison/Compliance Analyst

Financial Aid Office

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.

Regards,

Review: I dropped below the suggested credit hours. My financial aid was return which left me owing the school for the class that I took. School would only accept certain payments and I couldn't afford the payment amounts. The account was sent to a collection agency and now a $400 fee has been tacked onto the amount owed. I feel as though Liberty valued the money more than me and my education and didn't try to resolve the issue directly with me.Desired Settlement: I think I should only have to pay the initial amount owed and the item removed from my credit report

Business

Response:

December 11, 2015

RE: Revdex.com ID

– [redacted]

We are in

receipt of your notice dated December 04, 2015 regarding the complaint number

referred to above.

The

student was registered for the following classes in the 2013 Fall semester:

BUSI 520, BUSI 530, BMIS 501, BMIS 520, and BUSI 561. On October 14th,

2013 the student contacted the Liberty University Online Academic Advising

Department requesting to be dropped from BUSI 520 and BUSI 530 and the request

was processed the same day it was requested. The student then contacted the

Academic Advising Department on October 21st through the Live Chat

function, and requested to be dropped from BMIS 520. On October 23rd

they emailed the Academic Advising Department and also chatted with an Academic

Advisor through the Live Chat function requesting to be dropped from BMIS 501.

Our records indicate the student stated the following: “I would like to drop

BMIS 501 D02. I realize that I will lose my financial aid and will be

financially responsible for BUSI 561, the course I am currently taking.” The

drop for BMIS 501 was processed immediately following this request.

The

Liberty University Student Accounts Office updated the student’s account once

the drops were processed, and sent the student emails regarding their

outstanding balance on October 28th, November 26th,

December 23rd, and January 27th. The student was also

mailed an Urgent Final Notice Letter on December 23rd, and again on

January 20th. Both of these final notice letters were mailed to the

address the student has on file with Liberty University. In addition to

receiving these emails and final notice letters, the student also received a

phone call from the Student Accounts Office on December 17th. The student

did not answer this call and as a result a voicemail was left regarding the

outstanding balance. Due to receiving no response from the student regarding

the balance and the aforementioned notifications, the account was assigned to

[redacted] Collection Agency on February 28th. The

student contacted the Student Accounts Office on May 2nd to request

a payment plan, but was directed to contact [redacted] as the

account was no longer with Liberty University. The student was contacted by the

Student Accounts Office once again on December 4th, 2014, and was

informed of the current collections status and of the amount owed. We have

reviewed this situation and can attest to having applied accurately the

institutional and federal policies in this case.

Liberty

University has communicated in detail with the student regarding this response.

Sincerely,

Review: I am a Graduate student at Liberty University. I continually receive incorrect information from my academic counselor [redacted]. She told me on several occassions that my next financial aid would be on September 14,2015, and I could expect to see my refund deposited in my bank account on September 18. I called the financial aid department today to make sure my account was okay. They telm me that I am scheduled to receive my refund the end of November! I was shocked and speechless. I told them [redacted] told me I was due for a refund this week. So I called her and she refused to take any responsibility for her error. I cried and begged her to help me. She put me on hold, spoke to a supervisor who offered me no help. I explained how I was under extreme financial hardship and I have told [redacted] this many times and could they at least give me half ofmy refund which is $2600 so I could pay my utilitues, internet and help provide for my 3 grandsons who are living with us. No one heard my pleas. Ms [redacted] has dropped the ball on me many times. This time I am experiencing devastating consequences due to her failure to give me correct informatio. My husband has found part time work and now I dont know how I can finish my degree. I was shocked to find that Liberty does not have allowances for hardshipped students.

nternet andfeDesired Settlement: I am requesting that not only Ms [redacted] receive better training, but that Liberty would award me my full refund of $5300 that is due me .

Business

Response:

September 24, 2015

Re: Revdex.com ID – [redacted]

We are in receipt of your notice dated September 16, 2015, regarding

the complaint ID referred to above. In this complaint the student states they

were given misinformation regarding the timeline of their financial aid

disbursement. After investigation into call recordings where the student

interacted with the Academic Advising office no conclusive evidence of this was

found.

Out of an effort to retain the student our Student Accounts office was

brought into the situation and facilitated an early release of a portion of the

student’s disbursement. The student has been involved in this effort through

our internal complaint system and has been notified of this outcome to their

satisfaction.

Sincerely,

Review: Attempted to resolve multiple issues with educational services received from Liberty Online by contacting the school Dean and other departments over a period of 2-3 weeks to have account adjustments made but was ultimately denied the claim. Since I was unable to resolve the issue with the school directly I decided to take matters up with my bank ([redacted]) and ask to have a dispute initiated. After going back and forth between my bank and the school's merchant services, the dispute was ultimately ruled in my favor. A couple days later I received an email from the student accounts department at Liberty which showed an outstanding balance for the same amount which I was awarded in the dispute ($1050). After speaking to Liberty, I was informed that the balance on the account was due to the chargeback and I was ultimately responsible for payment despite my feelings about the services received by the school. Additionally I was told that if the balance was not paid in full I would be taken to collections.

In order to avoid my credit from being negatively impacted I proceeded to contact [redacted] and asked to have the chargeback reversed. Within 24 hours my account showed the $1050 had been sent back to Liberty. Over the next 5 days I called Liberty to confirm receipt of the payment (chargeback reversal) and was told that they had no records of the reversal and that my account still had a outstanding balance. Attempts to request to speak with a supervisor on duty were denied and I was instead informed that I would get a call back when a supervisor was available. My next course of action was to send proof from [redacted] showing that the chargeback was reversed, however the representatives were unwilling to accept this information from me. Furthermore I offered to have an accounts resolution agent from [redacted] call the school to clear up any confusion and was also told that this would not be acceptable.

Instructors, customer service representatives, and policies at Liberty University Online are completely unreasonable and unacceptable. I will never do business with this so called university again!Desired Settlement: I would like to have my account corrected and credited as it should be with a written and signed letter from the university confirming that no balance is owed and I am no longer a student.

Business

Response:

The payment has been applied to this student's account and the student has been notified of the transaction via email. As of today (5/15/15) the student has a zero balance with the university. This can be confirmed by logging into the student's ASIST account.

Review: On January 7th 2015 I sent an email to the financial aid department telling them that I did not get paid until January 16th and not to process my payment until than. Liberty University replied by telling me to send this request through the Liberty University which I did on January 8th. Liberty University did not honor my request on processed my payment on January 11th. This put my account in a major default. The lack of caring on the part of Liberty University shows high disrespect for a studnets request.

I feel that if they could reply to an email in a timly manner, they should be able to change the request for payment as well. Also, in the past, I have request that my payment be processes in a bi-weekly time, but Liberty University said that I would have to call or send an email to change the dates for payment, However when I do this they do not respect my wishes and process the payments on their schedules. We are in a new mellnium and in a high tech society where emails should be acknowledged in a timely manner, but at Liberty University they are not. Actually when I took a business class at the [redacted] my teacher who is also an attorney, [redacted] said that "any form of written request is legal" So with that I feel that Liberty University is failing to acknowledge my written request for payment arrangements.Desired Settlement: This school needs to work with students (who pay a lot of money for their classes) and set up payments when a student gets paid. They need to read their emails before they process payments. If I didn't try to contact them I could understanding processing my payments, but this is the about the 3rd time that Liberty has burned me with their payment process and ignored my request. Please have them set up bi-weekly payment schedules like the rest of the world.

Also, this transaction has put my account $123 dollars in the negative. I would like a payment for that amount from Liberty University, because if they had honored my request starting on the 7th of January like I requested, I would not be in this situation. This puts my other bills to be short changed. I had a plan and being short changed was not one of them. Thank you for your time. Sincerely [redacted]

Business

Response:

The student was advised the terms of the agreement on

10-06-14, along with an acceptable payment amount and completed Financial

Check-in on 10-07-14. Once the student completed Financial Check-in a copy of

the Financial Check-in contract is emailed to their Liberty email account. The

contract is a copy of the terms and conditions the student previously agreed to

along with future draft dates and amounts. This student’s future drafts are

scheduled for the 11th of every month through August 2015.

On 1-09-15 the student contacted our office requesting their

upcoming draft date pushed back. This is a very common action student’s take

and our standard protocol is to advise students they should notify our office

at least five days before the scheduled draft.

We have approved an adjustment to the account in the amount

of $123. This will appear on the student’s account here at Liberty University

in the next few business days. The student will need to contact the student

accounts office to reduce the amount of the outstanding payments in their

payment plan to account for this change.

Consumer

Response:

They did not acknowledge my initial email that I sent and referred to a request that was set up in October of 2014. By adding extra steps to the process indicates that they were not willing to work with my request to delay my payment. Their actions have made things very difficult for my budget. I sent this request with sufficent time to make things go smoothly. I still would like a refund because of their actions, my account is in the negative.

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

Regards,

Review: The company is charging me for a class that was dropped and not taken, dropped two class at the same time same way, one was removed and the other was not. I have sent in an appeal and company refuses to remove charges. This is displaying no integrity with the processes in place at this university and company has sent me to collections with reliant capital solutions and they have disclosed private information in relation to this debt they have attached to me to my mother-in- law.Desired Settlement: Charges remove, they can see that class was not accessed and have proof of email submitted to instructor.

Business

Response:

RE: Revdex.com ID – [redacted] Dear Ms. [redacted], We are in receipt of your updated notice dated October 08, 2013 regarding the complaint referred to above. The student’s complaint addresses two courses that were “dropped at the same” and “not taken” where “one was removed and other was not”. The student states that the charges were appealed and that the University refuses to remove the charges and that her account is currently placed with a collection agency. Students are informed in Course Attendance Notices sent to them prior to the start date of their courses (at the start of each sub-term) which announces the start date of the courses and that the submission of assignments, completion of the course check-list or corresponding with the professor in the course after this date constitutes “attendance” in that course. Courses where attendance is recorded are not able to be dropped, but the student can withdraw from the course. The Notice also provides a link to the University’s withdraw and drop policy. The student contacted Advising to withdraw from one course and submitted a withdrawal request form on October 29, 2012, which was processed as of this date. The University has no record of the student’s request to withdraw from the second course as she mentions. If there is existing proof of the withdrawal request, our office will be glad to review her documentation and make a determination at that time. 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. Liberty’s withdrawal policy is published on the website and is reiterated via a confirmation email to students who withdraw from the course/s 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 third-party 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, after multiple attempts to collect the debt, the University is within its right to attempt to collect through other sources. However, if the student has the withdrawal form that evidences a request to withdraw from both courses at the same time, they can forward this to the Student Advocate Office at the University for review. Sincerely, [redacted] Liaison/Compliance Analyst 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.Thank you for this general written policy response to my continous effort to resolve the debt that has been attached to me, however I have previously emailed all email correspondence from the actual days that both classes were dropped with each instructor and because of one instructor following through and forwarding my email to the admin office and the other instructor not I am being penalized, you certainly did not charge me for the other class and clearly no withdrawal form was submitted electronically by me to confirm either, seems like your policy is not followed by your staff that prevented me from clearing this from my record. Truly not satisfied with this response, you have a record electronically of the class not being accessed online to prevent being charged. 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. Regards,[redacted]

Review: I am a military veteran who was enrolled in a LU online course starting in January to Feb 15 of 2013. My GPA for the course was over of 97% through entering week 7 of the 8 week online course. On Feb 15 I was diagnosed with multiply myeloma when a tumor which compressed my spine and was discovered. This resulted in a 28 day hospital stay of which the first 10 days I was unconscious. When I recovered enough to view my LU online email I found that the university had charged me for the course, had issues letter demanding payment of me for dropping out. My wife had notified the instructor of the health issues. I contacted the university and explained to them the background I had provided in this complaint but was told that regardless of my circumstances they would not drop the cost that they were asking me to pay for dropping the course. I am still on disability for my multiple myeloma, pending a stem cell transplant. Recently I contacted the university to get enrolled to complete the course I did not pass due to my Myeloma and was told by the university that until I pay my debt in full I cannot return to school.Desired Settlement: Refund of any payments I have made due to dropping this course as a result of my hospital stay as well as forgiveness of this un-ethical debt practice by the university, status of eligibility rectified, and a letter of apology from the university.

Business

Response:

We regret that this student has experienced medical issues which have prevented him from completing courses in which he was enrolled in at Liberty University Online. Unfortunately there are a number of policies, including course attendance and its affect on financial aid eligibilty that we, as a university are bound by. This policy, may be found by clicking here. The mission of the student advocate office is to assist students in overcoming barriers which may prohibit them from degree completion. In the case of this student, there are a few options that we can pursue in order to assist the student with reenrollment and degree completion. If the student will contact us via email at l[redacted].edu we would be happy to review the student’s particular situation to see what assistance can be offered. In many cases, students who have experience traumatic and unexpected medical events during a class term can be assisted by our office.

Review: Despite registering with the national do not call registry and requests to not call this business number, there are atleast 2-3 calls a day and repeated messages left at this business number.

Extremely disruptive and unwanted.

They are an online academic institution trying to solicit an ivy league institution office.Desired Settlement: Make them STOP calling!!!

Business

Response:

The business number listed in the complaint has been removed

from our call lists. If the customer receives any further calls from Liberty

University Online at this number we would ask that they contact us via email at [redacted]liberty.edu. We apologize for the inconvenience these calls have

caused.

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. They have stopped calling.

Regards,

Review: I first enrolled at Liberty University for the Summer/2013 semester. By Fall/2013, I had realized that the program in which I enrolled was not the best choice for my career goals. I contacted Liberty University in order to inquire about the process to withdraw from the school, so that I could enroll at a different institution. At this point, I specifically expressed my intentions to withdraw from the University all together, which would require cancellation of any pending financial aid disbursements in my name. I followed their directions fully. However, two weeks later, I was notified by my new school that Liberty still had financial aid disbursements pending in my name; therefore, I could not complete the financial aid process with the new institution. Upon contacting Liberty again, I learned that instead of withdrawing me from the university, as I requested, I had simply been placed on a “leave of absence” – I had not been registered for classes for the Winter semester, but was expected to return to the school in the Spring/2014. I reiterated my original request, not only to withdraw from the school completely, but to have any and all pending financial aid disbursements canceled, and I was told the matter would be handled if I submitted an e-mail indicating these wishes through my Liberty e-mail address. Another week passed, and I received another notification from my new school that Liberty still had disbursements in my name pending. At this point, when I contacted Liberty University, I was for the first time told that I had to fill out a specific form to request that pending disbursements be canceled. I completed this process, and the form was processed, according to Liberty University, on 12/10/13 – nearly a month after my original request. However, according to the COD web site, Liberty still had financial aid disbursements pending in my name. I have contacted Liberty again, and their current position is that, on their end, all financial aid disbursements are cancelled; they stated that, due to an IT problem, they have been unable to notify the COD, and that they have no timeframe as to how long it will take for this problem to be fixed. Meanwhile, because the new school relies on the official COD information to be able to complete my financial aid process, my account is considered delinquent with them due to nonpayment – which means that I am not allowed to register for classes until I either pay in full for the semester’s classes, or my financial aid process is completed. If I could afford to pay for the classes, I would not need financial aid; my financial aid process cannot be completed until Liberty University releases me from pending disbursements through the COD official web site. I’m basically being held hostage by their unwillingness or inability to follow through with this process. Their position of “we don’t know when this will be done” is unacceptable. They’re not only causing me undue stress, they’re delaying my educational pursuit.

Timeframe:

Original request to withdraw from school: 11/16/2013

Follow-up with Financial Aid Office: 11/22/2013

Follow-up with Financial Aid Office: 11/26/2013

Follow-up with Financial Aid Office: 12/05/2013

Completion of Financial Aid form: 12/05/2013

Follow-up with Financial Aid Office: 12/12/2013

Follow-up with Financial Aid Office: 12/17/2013

Request for a Withdraw Clearance Letter: 12/17/2013 (not submitted yet)Desired Settlement: I want Liberty University to take the necessary steps to honor my request to withdraw from the school, AND cancel all pending financial aid disbursements they have in my name, so that I can pursue my education elsewhere. And I need for this to be done promptly, as there's already been plenty damage done by their inaction.

Business

Response:

We are in receipt of your updated notice dated December 21,

2013 regarding the complaint referred to above.

The student’s complaint addresses the fact that he withdrew from Liberty

University to attend another institution and his students loans are not

available at his new institution. The

student states that he’s basically being held hostage by their unwillingness or

inability to follow through with this process”.

Liberty University received the student’s request to cancel the

Spring 2014 disbursements of federal student loans on December 10, 2013. Common

Origination and Disbursements (COD) reported network issues and Liberty

Financial Aid processing could not update the information when attempted on

December 16, 2013. The student was

notified of this on several occasions on and following this date. On December 19, 2013 a Withdrawal Clearance

Letter was sent on his behalf to the new institution. COD update was

attempted again on December 23, 2013 but would still not update. On

December 26, 2013 the update was completed successfully and a notice sent to

the student.

The University considers this matter resolved. While NSLDS update

timeframes are delayed by 30 to 45 days at times, the student’s new institution

should be able to see the change on COD. The difference between the two agencies was explained to the student on December 27, 2013. The student can notify Liberty's

Financial Aid Office if there are any continued issues regarding this matter.

Sincerely,

Liaison/Compliance Analyst

Office of Financial Aid

Consumer

Response:

I accept the business' response to complaint ID [redacted], and find that this resolution would be satisfactory to me, with reservation. The response provided by the business contains numerous inaccurate allegations regarding communications between Liberty University and myself. Additionally, they failed to indicate that each time I contacted them, a new piece of information would be given to me - all of which adding up to a long, unnecessary delay in the completion of this process. It is my position that the matter was only resolved due to Revdex.com involvement, and believe that the public should be aware of this.

Regards,

Review: IN THE YEAR OF 2012 I HAD ENROLL TO LIBERTY UNIVERSITY ONLINE I FAX COPY OF MY HIGH SCHOOL RECORDS MY [redacted] ID ALSO MY SOCIAL SECURITY CARD AFTER A WEEK OF CLASSES STARTING I RECEIVED A LETTER IN THE MAIL STATING THAT I'M A FRAUD I'M NOT THE PERSON I SAY I AM AND THAT I'M USING THEIR ONLINE CLASSES FOR MY OWN FINANCE PURPOSE SO ON THEIR BEHALFE AT LIBERTY UNIVERSITY ONLINE MY CLASSES WILL BE DROPPED I WILL NOT BE NO LONGER TO ENROLL INTO THEIR UNIVERSITY. SO I CALL THEM AND CALL THEM TO CLEAR UP THIS MATTER BUT NOTHING CHANGE SO AFTER A MONTH I FINALLY GAVE UP. SO NOW IN THE YEAR OF 2015 LIBERTY UNIVERSITY SENT ME A THREATENING LETTER DATE ON APRIL 21,2015 THAT IS VERY UPSETTING STATING (ACCOUNT BALANCE $2,503.95) (POSSIBLE INTEREST:$643.92) (POSSIBLE AMOUNT DUE $3,147.870) etc.. and etc.. threaten use of words that is hold against myself if I refuse to pay this debt.Desired Settlement: TO MAKE THIS CLEAR LIBERTY UNIV ONLINE DROP MY CLASSES ON THEIR OWN I DIDN'T RECIEVED ANY STUDENT LOAN NOT EITHER FINANCIAL AID I HAVE PROOF FROM THE PERPAID DEBIT CARD THEY SENT TO ME IN 2012 CLEARLY SHOWS NOTHING NEVER BEEN LOADED ONTO OR TAKING OFF THIS CARD. WHAT I WANT LIBERTY UNIV TO DO IS TO PLACE THE ACCOUNT BALANCE THAT THEY INDICATE TO $0 AND STOP TRYING TO FRAUD ME ALSO REMOVE MY NAME [redacted] OUT THEIR SYSTEM OUT EVERY FILE WITH MY NAME THEN STOP SENTING ME THREATENING LETTERS.

Business

Response:

Re: Revdex.com ID – [redacted]

We are in receipt of your notice dated May 8, 2015,

regarding the complaint ID referred to above. In the complaint, a former Liberty

student indicated that they received a letter from the University stating that

they were a fraud and that they were using online courses for their own

financial purposes. In addition, the complainant indicates that they recently

received a “threatening” letter from the University reminding them of a balance

on their account and possible interest that may be added. The complainant

claims that Liberty dropped the student’s classes. They also claim that they

(the complainant) did not receive any financial aid from Liberty and have proof

of such. The complainant also asks that Liberty clear the account balance under

their name and stop sending them “threatening” letters.

Liberty records show that the complainant was accepted to

Liberty’s online program on January 24, 2013, in pursuit of an Associates of

Arts degree in Psychology. The complainant filled out and submitted a Free

Application for Federal Student Aid (FAFSA) for the 2012-2013 school year,

which allowed them to be packaged with federal financial aid. The complainant

also registered for two courses in the Spring 2013 semester, [redacted], and [redacted]. Both these courses were part of the Spring semester’s C sub-term, which

spanned from February 11, 2013-April 5, 2013. The account shows on February 12,

2013, financial aid was disbursed to the complainant, including $1,733 in

subsidized loans, $2,970 in unsubsidized loans, and $1,388 in Pell Grant.

On February 19, 2013, the complainant was selected by

Liberty’s Financial Aid Office’s Program Integrity Team for a Fraud Prevention

review. This action was not a declaration that the complainant was guilty of

fraud, but a University action based on federal regulations (see 34 CFR

668.16(g)) stipulating that the University will review any potentially

conflicting information on the account of a student who is receiving federal

financial aid, to determine whether that student may be guilty of potential

fraud and abuse of federal aid. The complainant was informed by e-mail of the

review, a list of documents they would be required to provide for the review,

and of the fact that, if all provided information was not turned in or deemed

satisfactory to resolve potential conflicts within four weeks, the federal

financial aid on the student’s account would be returned to the lender. The

complainant provided all the requested documentation; however, the information

was not sufficient to clear the conflicting information that may have been potential

fraud. Thus, per federal guidelines, financial aid was pulled from the account

and returned to the lender on March 21, 2013.

Per direction from the U.S. Department of Education’s Office

of Inspector General (OIG), Liberty is not required to divulge the exact nature

of the conflicting information on the account that led to a review for

potential fraud. This direction may be to avoid alerting those who wish to

commit fraud and abuse of federal funds on the ways in which institutions like

Liberty detect fraudulent activity. While the complainant indicates in the

complaint text that Liberty claimed the complainant was “a fraud; I’m not the

person I say I am”, conflicting information, per federal guidelines and

university policies, is not necessarily a falsification of identity, but could

include a number of factors. In addition, while Liberty does not accuse

students of any specific fraudulent behavior, students in a Fraud Prevention

review are required to fill out documentation stating that their reasons for

enrolling in classes at the University are legitimate, and not merely an

attempt to receive federal funds before withdrawing, having only interacted

with the school to obtain funds. This is one of the ways Liberty has noted

students commit fraud and abuse of federal funds; the student being required to

fill out and provide such documentation is not indicative of the University

accusing them of such an activity.

The complainant’s complaint text also indicated that Liberty

dropped the student from their courses after selecting them for the Fraud

Prevention review. Per the complainant’s account, not long after all federal

financial aid was returned to the federal government, the complainant stopped

attending their courses. University policy defines attendance in an online

course as any online submission of an assignment or any communication with a

course professor regarding the content of the course. Liberty’s policy also

states that a student who does not participate in an active course for 21 days

or more is unofficially withdrawn from the course and the course is given a

grade of FN (Failure for Non-Attendance). Liberty records show that, despite an

e-mail sent to the complainant on March 14, 2013 warning them of the policy and

the potential to be withdrawn from the course, the student did not attend

either course after March 12, 2013. As a result, the student was unofficially

withdrawn from both courses as of April 4, 2013, and an FN was evaluated for

each course.

It is noted that while the complainant was selected for a

Fraud Prevention review, such a review does not include the University

automatically dropping students from courses or recommending the student drop

or withdraw from the courses. It was not until after more than 21 days had

passed that the University unofficially withdraws the student from the courses

in adherence to the standing attendance policy.

In the complaint, the complainant asks that Liberty

University clear the account, setting their balance to $0. The University is

not able to comply with this request. While the complainant was eventually

unofficially withdrawn from the courses for lack of participation, they had

participated previously, and had thus assumed financial responsibility for the

courses. Being unofficially withdrawn from the courses does not remove the

student from responsibility for the portion of the courses they in which they

were active and did participate. The $2,503.95 balance on the complainant’s

account—of which they were recently reminded in a letter from the University’s

Student Accounts Office—includes partial tuition for attendance in the courses

as well as an online attendance fee and a withdrawal fee. While the complainant

is not responsible to pay back the federal government for the loans that were

taken out in their name for the Spring 2013 semester since they were returned,

the student is still responsible for the balance incurred by their utilizing

University services and participating in parts of two online courses.

The complainant’s account reflects that they did receive

federal financial aid including federal student loans and grants. In their

complaint, however, the complainant made mention of a “prepaid Debit card” sent

to them in 2012 that shows “nothing loaded onto or taken off the card”. The

card the complainant describes is likely the Higher One Card, the card onto

which student account refunds are processed after federal aid disburses.

Federal aid, such as loans and grants, disburses to the University from the

U.S. Department of Education; refunds sent to Higher One (an online third-party

banking institution with which Liberty is affiliated) come from any credit

amount leftover after federal aid is applied to a student’s costs at Liberty.

Typically, federal aid disburses and covers a student’s costs, and, within a

matter of days, if a student has a leftover credit from their financial aid

that can be used as a refund, it is sent to Higher One; however, the action of

financial aid paying from the U.S. Department of Education to Liberty is not

reflected on the Higher One card. Liberty records do not show a refund being

issued to the complainant’s Higher One Card; thus, no activity regarding

federal aid received at Liberty University is reflected on the student’s Higher

One card. This does not free the student from responsibility for the balance on

their Liberty University account.

Liberty University records show that the complainant has not

been contacted frequently since ceasing attendance at the school. However, it

is University practice to remind current and former students periodically if a

balance exists at the University under their name. This explains the letter the

student claims to have received on April 21, 2015, in the complaint. While

Liberty regrets that the complainant felt threatened or upset as a result of

the communication, as explained above, the student is responsible for that

balance for utilizing Liberty University courses and other services. It is

noted that the letter also informed the student of a potential amount of

interest they could owe on top of the balance. It is University policy that, if

a student has been informed several times of a balance and does not take action

to settle their account, the balance is forwarded to an outside collection

agency. Such agencies typically charge an additional collection fee for taking

over the process of receiving payments from students, typically a significant

percentage that notably increases the overall amount the student has to pay.

Thus, the complainant was not being threatened by being shown a potential

amount they would have to pay, they were simply being warned it would be more

beneficial to discuss payment arrangements for the balance with Liberty

University rather than taking no action and eventually working with a

collection agency which would likely charge interest.

The complainant is encouraged to contact Liberty’s Student

Accounts Office as soon as possible to discuss payment arrangements. That

office can be reached at ###-###-####. If the student contacts Student

Accounts and makes arrangements to pay their balance, the complainant can avoid

having to pay a larger amount—including interest—to a collection agency outside

the University.

While the information the University can give the

complainant regarding the Fraud Prevention review is limited per federal

regulations, any additional questions can be addressed to the Financial Aid

Office at [redacted].

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.

Regards,

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

Review: Liberty University offers a 25% discount to active law enforcement personnel. Prior to starting any classes at Liberty University, at their direction, I faxed a copy of my current law enforcement ID and a letter from my employer showing that I am an active law enforcement officer. This fax was sent on May 23, 2012, and I called within a day t ensure that the fax was received. At that time I was told that the discount would be applied to my account. I began taking classes in the fall of 2012, and continued classes for six semesters (Fall 2012, Spring 2013, Summer 2013, Spring 2014, Summer 2014, and Fall 2014). It was not until the Fall of 2014 that it came to my attention that the discount promised was never applied to my account. I have been billed for the full tuition every semester that I attended, except for an early registration discount one semester.

When I brought this to the attention of Liberty University, I was told that my proof of employment was never received by them. I was told that I could apply for the discount, but that they could not reactively apply it to past semesters.

Because I keep records of everything, I was able to file a grievance complaint that included the fax confirmation sheet showing that the fax was sent successfully and received by Liberty on May 23, 2012. However, they contend that there will be no settlement due to them not receiving the needed information.Desired Settlement: I requested that due to my clear proof that any errors were on the University's part, whether it was some clerical error or an oversight, I be refunded the 25% discount of my already paid tuition. Clearly, there is an ethical issue when a Christian University refuses to repair bills that were incorrectly billed due to their own errors.

Business

Response:

We are in receipt of your notice dated November 7, 2014, regarding the

complaint ID referred to above. In the complaint, the student states that, as a

police officer in the city of [redacted], they are eligible for the 25 percent

tuition discount Liberty offers to Emergency Response Personnel (herein

referred to as the ERP discount). The

complainant has stated that they sent in the appropriate documentation to apply

for the discount before starting classes at Liberty in the fall of 2012, and

that they shortly afterward were informed that their documentation was received

and that they were approved for the discount. The complainant has stated that,

upon recently discovering they were not awarded the tuition discount for any of

their six semesters of attendance, that they desire the discount to be added to

each semester so they may receive refunds created by the application of the

discount.

Liberty records show the complainant was accepted to Liberty

University’s online program on July 20, 2012, in pursuit of a Bachelor’s of

Science degree in Psychology, with a concentration in Christian

Counseling. After first attending in the

Fall 2012 semester, the student has attended five other semesters including the

currently-ongoing Fall 2014 semester. In the Fall of 2012, the student received

Corporate Tuition Assistance from the City of [redacted], and, in the Summer of

2013, the student received a tuition discount for registering and checking in

early.

However, the student was not awarded the ERP tuition discount in previous

semesters because Liberty did not have appropriate documentation on file to

award the student that discount. While the student has claimed otherwise,

Liberty has no record of any documentation submitted for the ERP discount prior

to the Fall 2012 semester.

It is the University’s practice that any documentation submitted by a

student is scanned and copied to the student’s account; this transaction is

accompanied by a note listing the date and the nature of the documents that

were received. Similarly, a student’s approval for a discount such as the ERP

is clearly notated on the account. A student would also receive an e-mail

informing them of their approval for the discount. In the case of this

complaint, the student’s account is absent any of these indicators that they

were approved for the ERP discount prior to the Fall 2012 semester. Liberty has

paid particular mind to the student’s oft-referenced date of May 23, 2012, in

its review of this situation. While the fax confirmation sheet the student has

repeatedly provided does list that date, the sheet does not indicate that it

was received by Liberty University. In addition, Liberty has no record of

documentation related to the ERP discount being received and uploaded on or

shortly after May 23, 2012. There is also no record of the student being told,

on or after that date, that the documentation had been received and/or that

they had been approved for the discount.

At this time, the student has been approved for the ERP discount for

the current semester, Fall 2014, and for all future semesters in their

undergraduate program during which they maintain eligible employment. This

approval is due to the documentation provided by the complainant in their

attempt to be awarded the discount. However, the discount is not retroactive

and cannot be applied to semesters before the student was approved. Thus, the

student’s request to receive refunds from her previous semesters as a result of

application of the discount is not approved. The University also denies that it

committed a billing error at any point while informing the student of her costs

of schooling during her time of enrollment.

As stated above, the student has been approved of the ERP discount for

the current semester and future semesters in their undergrad program, provided

the complainant maintains eligibility. The discount has already been applied to

the current semester. This information

has been communicated directly to the student by the University. However,

unless the student can provide documentation that states they were approved for

the ERP discount in the Fall of 2012, this decision will stand.

Sincerely,

Liaison/Compliance Analyst

Financial Aid Office

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.

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,

Business

Response:

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,

Liaison/Compliance Analyst

Financial Aid Office

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.

Regards,

Review: Eager to begin my journey back to school, I applied to Liberty University online beginning of 2014. I had done a little research and found them to be a nice christian school I thought I would do well at. At first, they were prompt, attentive and very willing to help get all papers sent in for my financial aid. I did well that first term no problem. I had a little issue with the Bible or something like it being brought into every home work assignment we had but I let that go seeing as they are a Christian school. I enjoyed it so much there I invited several family and friends to join me at Liberty. Some of them did, including my husband.

I began having problems with Liberty in the second term. I have kept all emails, letters and paperwork from them. From starting school to end the difference in their lack of empathy, caring or even human compassion is appalling. I was asked to jump through hoops that I wondered if I were singled out or everyone had to go through. The list of papers needed grew but as usual I complied. Even when they re[repeatedly lost the papers asking me to send in again. I started having trouble with my husband in Fall 2014. I spoke with my professors and they suggested I take a break from school to get my head together. I agreed. All of my classes were paid for by financial aid. I was fully covered no out of pocket cost.

Now when I tried to contact liberty about taking a break I couldn't get a straight answer from anyone. I figured ok fine I will just pick back up next semester no big deal. I went through a very hard time with my husband dealing with personal issues. I had been told by an adviser that I could come back no problem after I got my head straight.

I have never been treated so badly by a business, a school, anyone for that matter as Liberty treated me after that. No longer were they helpful, instead aloof. I was told I was on fraud investigation. This infuriated me. I was mortified they accused me of not being myself! After all the other papers they made me send in over and over again. I have a long list of requested and satisfied documents. I asked why this was happening no one could tell me anything. I admit I got mad and said hell no I am not sending you another thing!

A year or so went by. It had been a horrible previous year losing my Mother, my husband unfaithful and then this school crap. I started getting calls from a collection agency about 6700 I owed to Liberty. That floored me. I never heard of this and I was totally shocked. I contacted Liberty and this is when the rude, cruel people come in. I was told by the fraud prevention team after a long long time and many emails that if I turned in all required documents my financial aid would be pout back on my account and I wouldnt owe them anything. I was humiliated that I had to go notarize a paper saying I was me like I was a criminal or something. My credit, my emotional state and my pride all took a very large blow from Liberty.

I had to buy my transcripts several times because they lost them. I sent in every paper more than once! After a major run around I was told watch assist and my account would be updated. Nothing still. I still see the charges on my account and it wont let me get my transcripts.Desired Settlement: I would like an apology for the unchristian way I was treated. I want this cleared from all three credit agency. I want the financial aid fixed on my account as I was told would happen. I want the collection people to stop harassing me. I want my balance to be 0 at liberty and any refunds from my financial aid that im paying on be sent to me. I want my transcripts released as well to my new school.

Business

Response:

Re: Revdex.com ID – [redacted]

We are in receipt of your notice dated January 2, 2016,

regarding the complaint ID referred to above. In the complaint, a former

Liberty student indicated they were selected for a potential fraud review at

Liberty, which upset them and required them to send in several pieces of

documentation. It also resulted in the student having financial aid returned to

the aid lender, leaving a balance on their account at Liberty that the student

is responsible to pay. The complainant has requested an apology from Liberty,

as well as the reinstatement of their financial aid to resolve the balance, the

removal of marks on their credit, and the release of Liberty transcripts to

their new school.

Liberty records show the complainant was accepted to

Liberty’s online program on April 1, 2014, in pursuit of a Bachelor’s of

Science in Criminal Justice-Forensics. They first attended during the summer of

2014 and then attempted full-time enrollment in the fall 2014 semester. During

the fall semester, on September 8, 2014, the student received a disbursement of

funds from Pell Grant as well as from subsidized and unsubsidized student

loans. In addition, on September 11, 2014, the leftover credit from those funds

was refunded to the student’s Higher One account.

However, on October 14, 2014, the complainant was selected

for a Fraud Prevention Review by Liberty’s Financial Aid Office’s Program

Integrity team. This decision was made based on inconsistencies in the

complainant’s records that were believed to be potential fraud. Federal

regulations concerning the abuse and potentially-fraudulent use of federal

financial aid required that Liberty cease paying the student financial aid

collect information from the student that could potentially confirm the

inconsistencies were or were not financial aid fraud.

Thus, on October 14, 2014, an e-mail was sent to the

complainant from Liberty’s Program Integrity team indicating they had been

selected for a Fraud Prevention Review, as well as verification, and would be

required to provide documentation to complete the review and confirm financial

aid eligibility. The e-mail sent to the student indicated the documents

required, including a Fraud Prevention Form, a notarized Statement of

Educational Purpose, and a color copy of a government-issued ID, plus official

transcripts from the student’s high school and any other colleges or

universities attended. The e-mail also notified the student that, if all

requested items were not received within four weeks of the date of request,

Liberty would cancel all current and future financial aid; it was noted this

might create a balance the student would be responsible to pay Liberty. In

addition, the e-mail stated that students whose records were reviewed after the

current term ended could permanently lose financial aid eligibility for that

enrollment period, as federal regulations limit the time within which financial

aid can be reinstated.

It should be noted that Liberty’s Fraud Prevention review is

based on guidance from the U.S. Department of Education and the Office of

Inspector General (OIG). The complainant states in their complaint that they

were accused of identity fraud. They also claim Liberty representatives were

“aloof” and would not tell them anything. Liberty regrets if the complainant

feels that University representatives were unhelpful; however, per prior

guidance from the OIG, Liberty Financial Aid representatives are trained to not

divulge to students why they might be under review for potential fraud, as this

may inform those who wish to commit fraud on the ways in which institutions

like Liberty become aware of fraudulent activity. Thus, the communication

Liberty representatives had with the student was focused on the items the

student should turn in to complete the review. In addition, it should be noted

that falsifying one’s identity is not the only type of financial aid fraud.

Different actions Liberty considers potential fraud can be reviewed on the

‘Fraud Prevention – Protecting Your Information’ page of Liberty’s website

(that page is available at this link: [redacted]

As stated above, the complainant was notified they had four

weeks after the initial notification to provide all the information requested.

However, since the complainant did not submit all the information requested

within that timeframe, all the financial aid on their account was cancelled and

returned to the lender as of November 24, 2014. This created a balance of

$6,710.04 for which the student was responsible.

Per the student’s own admission, they delayed in providing

the requested documentation. As a result of not providing the requested

documentation before the aid year was closed, the student’s financial could not

be reinstated to cover the balance. Per University policy, Liberty’s Student

Accounts Office attempted to contact the complainant multiple times to discuss

payment arrangements for the balance. Since no arrangements were made, the

balance was referred to an outside collection agency, [redacted], on June

8, 2015. [redacted] has charged an addition collection fee to the total originally

requested by Liberty.

On September 1, 2015, Liberty received a copy of the student’s

government-issued ID as well as the notarized Statement of Educational Purpose.

It should be noted that it is a federal requirement that the latter document be

notarized.. On September 2, 2015, the student’s Fraud Prevention Form was

received; since the student indicated on this form they had attended [redacted]

Community College, their transcript from that institution was requested.

Liberty records show several copies of the [redacted] Community

College transcript were received in November 2015. It was received and

satisfied shortly afterward. This being the last item required for review, its

satisfaction meant the complainant’s information was fully reviewed, and their

Fraud Prevention Review was completed. However, since the 2014-2015 school year

had already been closed per the U.S. Department of Education, the student’s

financial aid was unable to be reinstated to cover the balance. While the

complainant claims they were told the financial aid on their account would be

“fixed” once the Fraud Prevention review was completed, it is noted that the

student was advised their documents needed to be provided in a timely manner in

order for their financial aid to be reinstated. In an e-mail to the student on

December 3, 2014, the Program Integrity team advised the student “We cannot

guarantee that your financial aid is able to be reinstated once cancelled;

however, if you submit the requested documentation and your account is cleared

of the Fraud Prevention Review, it may be possible to reinstate the financial aid

to your account.” This sentiment was reiterated in an e-mail sent to the

student on August 19, 2015, along with the disclaimer “These documents will

need to be submitted before the 2014-2015 aid year closes.” The 2014-2015 aid

year closed on September 30, 2015.

At this time, since the complainant’s financial aid cannot

be reinstated, they are required to make payment arrangements for their balance

with the collection agency, [redacted]. It is too late for the complainant

to set up payment arrangements with Liberty University. The complainant is

encouraged to contact [redacted] at their earliest convenience at [redacted]

with any questions or concerns. The student will not be able to receive

transcripts from Liberty until the balance is paid in full.

Sincerely,

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 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,

Review: I applied for graduation from LUO in late 2013. Around the same time, I relocated to a new home. I did not realize until after I graduated that there was a separate place to go to change my address, which I think is not such a good practice. At my undergraduate university, one account took care of everything. One June 9, 2014 I received an email that my diploma ha d been mailed (to my old address). On June 17, 2014, I realized this was an error and emailed to the Diplomas department. On June 18, 2014, [redacted] replied and told me the diploma was mailed first class (no tracking number) and would be forwarded to me or returned to them and he would notify me if the latter occurred and would resend it to the new address.

I would think enough time has lapsed for either to have happened. Nonetheless, I have not received my diploma. I have spoken to the carrier at my old address (July 1). She said she has not seen any blue-colored tubing. The carriers at my local post office have not seen any (July 2), either. I have spoken to two CSRs at LUO, and the first one told me I would have to purchase a second diploma (July 2) at the cost of $30 plus $10 s/h.

The second I just spoke to (July 3), which I cannot remember her name, because she insulted me to the point I simply hung up on her. I told her they should have a better system and put a tracking number on these diplomas since they are so expensive. I also told her since neither carriers at either locations, we could assume all day long of what happened. I could assume it got lost in transit between VA and Lexington, SC (my old town); She said we could assume there was a sub carrier who delivered it by mistake to my old address and the Mexican guy who bought my old mobile home did not realize what the tube was so he threw it away (I had already mentioned that in conversation). Then I said I could assume my diploma may not have even left the warehouse. She said it definitely has because I got an email. I told her that email could have come to me in error. But her best was that they could assume I have already received it and I am just trying to get another one. That is very insulting to me. I asked her why would I want to have two pieces of paper with the exact same wording on it? and she said, "A lot of people do it."

I was trying to make my point, but they sure turn 180 degrees once you're an alumni and have already paid the thousands of dollars to earn your degree.Desired Settlement: Delivery of my diploma, free of charge at this point. I was willing to work with them until the girl insulted me just now. I do not wish to do so. I want my diploma in hand, delivered with tracking numbers to follow from beginning to end, an apology from the university for her remarks to me about already receiving it and just wanting another one, and no further contact from them ever.

Business

Response:

The

university registrar has ordered the student a new diploma to be sent to her

new address. A tracking number will be provided to the student once the diploma

ships. The supervisor in the registrar's office call center will follow up in

accordance with normal policy and procedure to ensure that this student, and

future students receive quality interactions with the staff.

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,