Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Pascal Brierre
October 27, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] complaint to the Revdex.com concerning Apollo College now Carrington College ("Carrington") a division of DeVry Education Group ("DVG") received on October 15, 2015. DVG...
takes student complaints very seriously. Thus, upon receipt of the complaint, it was requested that the DVG's Office of Ombudsman investigate [redacted] concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization.
DVG understands the student's concerns to be:
[redacted], upon attempting to enroll at Carrington, was informed that she had an outstanding balance from Apollo College (1998) that had been sent to collections, and she believes this is inaccurate and outside the reasonable time frame for collections.
The Carrington representative [redacted] spoke to did not escalate her concerns and after contacting the President of Carrington still did not receive a response.
DVG understands the student's resolution to be:
[redacted] would like the debt removed from her account and would like to then be able to complete her enrollment and attend classes at Carrington.
Set forth below is an explanation of our findings based on our understanding of [redacted] concerns and requested resolution.
I Balance and Enrollment
[redacted] attended Apollo College (Carrington) starting in 1997 and at that time had acquired a debt on her student account. In 1999 the debt was marked as "do not collect" by a Regional Campus Operations Director. This adjustment to her account meant that [redacted] would not be required to pay the $260.00 dollars. She does not show as owing a balance on her student account. We are not certain where [redacted] obtained information that it was in fact owed and would welcome the opportunity to review any documentation from her relating to this matter.
[redacted] was recently admitted On September 21, 2015 into the Carrington online program in conditional status. As long as she meets standards for the admission she may continue her studies and matriculation into the Medical billing and Coding program. [redacted] may review the catalog on page 81 to read the conditions and policies in full.
II Customer Service
In regards to [redacted] Student Services experience, Carrington took remedial steps to address the situation. Carrington's obligation was two-fold: (1) to respond as an education provider and (2) to respond as an employer. In your case, these obligations intersected, but they are also mutually exclusive. As a private employer, we are obligated to take appropriate steps to remedy colleague behavior with which we are not satisfied; however, the specific actions we take with regard to our colleagues must remain confidential.
III. Summary of Findings
The balance on [redacted] account was written off in 1999 and is therefore not the responsibility of the student. She has been able to enroll in Carrington's online conditional program on September 21, 2015 and as long as she meets standards as outlined in the catalog she may continue in the program.
We trust this letter satisfactorily addresses [redacted] concerns.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office
[redacted]
(Butler, LaTanya 10-27-15.pdf)
October 28, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] rebuttal to his complaint to the Revdex.com on October 22, 2015
DVG understands the student's concerns to be:
[redacted] agrees his concerns have been satisfactorily addressed by DeVry, but the resolution is taking longer than he would like to execute.
DVG understands the student's resolution to be:
An immediate processing of [redacted] account
Set forth below is an explanation of our findings based on our understanding of [redacted] concerns and requested resolution.
I. Account Processing
[redacted] has agreed to work with DeVry to address his concerns and has stated he is satisfied with the response provided to him by the Office of Ombudsman dated October 12, 2015. DeVry received [redacted] signed settlement agreement on October 13, 2015. [redacted] will need to allow for approximately 15 business days for execution of the agreed upon resolution, outlined in the settlement agreement.
II. Summary of Findings
[redacted] is to work directly with the undersigned if he has questions or needs further assistance. Once the agreed upon resolution goes through the process and a zero ($0) balance has been brought to [redacted] student account, he may then request for his official transcripts. Mr. Frances Tous will assist [redacted] when his student account has been updated and provide a transcript request form for his use to obtain transcripts. He may be contacted at
[redacted]
We trust this letter satisfactorily addresses [redacted] concerns and we greatly appreciate his service.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office [email protected]
[redacted].pdf)
October 12, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] complaint to the Revdex.com on September 28, 2015. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon receipt of the complaint, it was...
requested that the DVG's Office of Ombudsman investigate [redacted] concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization.
DVG understands the student's concerns to be:
A balance on his student finance account that has negatively affected his credit report
He was unable to receive a transcript from DeVry as a result of this balance to pursue his master's degree
DVG understands the student's resolution to be:
A recalculation and detailed explanation of his student account balance
Set forth below is an explanation of our findings based on our understanding of [redacted]'s concerns and requested resolution.
I. Balance
[redacted] attended DeVry University from Summer of 2010- Spring of 2012 and was awarded his Bachelor of Science in Technical Management (BTHM) degree June 24, 2012. While in attendance, DeVry records indicate [redacted] used the GI Bill (r) benefits along with Federal Direct subsidized and unsubsidized loans.
A large portion of the balance which remains on [redacted]'s student account originates from two circumstances. The first contributing factor was a credit balance from a large Chapter 33 VA payment in the amount of $3705 for the Fall 2011 term that was refunded to the student by DeVry via check on June 18, 2013. [redacted] was not entitled to the full amount as the VA later reduced his payment as he reached the cap amount he was allowed to utilize that fiscal period. These funds posted as a single large VA payment (the way it was received by the VA) instead of multiple smaller payments split between different terms. As the VA allocated it as a single payment it was subsequently refunded based on the single payment. DeVry's VA Finance Team called and requested a detailed breakdown and explanation of the large payment from the VA which they were not able to obtain. The payment was originally posted to Spring of 2012, all refunds for this term were sent to [redacted] to zero out this term and then it was subsequently switched from that term to the Fall of 2011 term, causing a large balance for the Spring 2012 term and a $3705 credit for Fall 2011 which subsequently was then provided directly to [redacted].
The second contributing factor to the balance on [redacted]'s student account originates from the certification process and the accounting of his funding cap. [redacted]'s Yellow Ribbon (YR) benefit was not processed for the Spring 2012 sessions. The DeVry VA Finance Team has contacted and obtained the appropriate Yellow Ribbon funding from the Spring 2012 sessions once an audit had been completed and the error located in the amount of $2585.50 in YR. DeVry is a participating school in the Yellow Ribbon program and as such will match the contribution in the amount of $2585.50 for a total of $5171.00 that will be credited to [redacted]'s outstanding debt. These expected funds posted October 6, 2015 and has reduced [redacted]'s student account balance to $1,129.24.
II. Resolution
As an offer of good faith DeVry will satisfy the balance of $1,129.24 from [redacted]'s DeVry Student Account. To accept this offer, [redacted] will need to contact the undersigned to receive, review and complete a settlement agreement. This action will bring [redacted]'s remaining DeVry student account balance to zero.
III. Transcripts
DeVry's Academic Catalog states that no transcripts will be provided until all financial obligations have been fulfilled. In accordance with the aforementioned policy, DeVry will release the transcripts once [redacted] has agreed to the terms in the settlement agreement subsequently bringing his student account balance to zero and removing the hold.
III. Summary of Findings
The balance on [redacted]'s account originated from a refund he was not fully eligible to receive as well as the late processing of Yellow Ribbon funding for the Spring 2012 sessions. DeVry in good faith is offering to bring [redacted]'s student account balance to zero. To accept this offer, [redacted] will need to contact the undersigned to receive, review and complete a settlement agreement.
We trust this letter satisfactorily addresses [redacted]'s concerns and we greatly appreciate his service.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office
[redacted]
[redacted] 10-12-15.pdf)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Pascal Brierre
October 27, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] complaint to the Revdex.com concerning Apollo College now Carrington College ("Carrington") a division of DeVry Education Group ("DVG") received on October 15, 2015. DVG...
takes student complaints very seriously. Thus, upon receipt of the complaint, it was requested that the DVG's Office of Ombudsman investigate [redacted] concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization.
DVG understands the student's concerns to be:
[redacted], upon attempting to enroll at Carrington, was informed that she had an outstanding balance from Apollo College (1998) that had been sent to collections, and she believes this is inaccurate and outside the reasonable time frame for collections.
The Carrington representative [redacted] spoke to did not escalate her concerns and after contacting the President of Carrington still did not receive a response.
DVG understands the student's resolution to be:
[redacted] would like the debt removed from her account and would like to then be able to complete her enrollment and attend classes at Carrington.
Set forth below is an explanation of our findings based on our understanding of [redacted] concerns and requested resolution.
I Balance and Enrollment
[redacted] attended Apollo College (Carrington) starting in 1997 and at that time had acquired a debt on her student account. In 1999 the debt was marked as "do not collect" by a Regional Campus Operations Director. This adjustment to her account meant that [redacted] would not be required to pay the $260.00 dollars. She does not show as owing a balance on her student account. We are not certain where [redacted] obtained information that it was in fact owed and would welcome the opportunity to review any documentation from her relating to this matter.
[redacted] was recently admitted On September 21, 2015 into the Carrington online program in conditional status. As long as she meets standards for the admission she may continue her studies and matriculation into the Medical billing and Coding program. [redacted] may review the catalog on page 81 to read the conditions and policies in full.
II Customer Service
In regards to [redacted] Student Services experience, Carrington took remedial steps to address the situation. Carrington's obligation was two-fold: (1) to respond as an education provider and (2) to respond as an employer. In your case, these obligations intersected, but they are also mutually exclusive. As a private employer, we are obligated to take appropriate steps to remedy colleague behavior with which we are not satisfied; however, the specific actions we take with regard to our colleagues must remain confidential.
III. Summary of Findings
The balance on [redacted] account was written off in 1999 and is therefore not the responsibility of the student. She has been able to enroll in Carrington's online conditional program on September 21, 2015 and as long as she meets standards as outlined in the catalog she may continue in the program.
We trust this letter satisfactorily addresses [redacted] concerns.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office
[redacted]
(Butler, LaTanya 10-27-15.pdf)
October 28, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] rebuttal to his complaint to the Revdex.com on October 22, 2015
DVG understands the student's concerns to be:
[redacted] agrees his concerns have been satisfactorily addressed by DeVry, but the resolution is taking longer than he would like to execute.
DVG understands the student's resolution to be:
An immediate processing of [redacted] account
Set forth below is an explanation of our findings based on our understanding of [redacted] concerns and requested resolution.
I. Account Processing
[redacted] has agreed to work with DeVry to address his concerns and has stated he is satisfied with the response provided to him by the Office of Ombudsman dated October 12, 2015. DeVry received [redacted] signed settlement agreement on October 13, 2015. [redacted] will need to allow for approximately 15 business days for execution of the agreed upon resolution, outlined in the settlement agreement.
II. Summary of Findings
[redacted] is to work directly with the undersigned if he has questions or needs further assistance. Once the agreed upon resolution goes through the process and a zero ($0) balance has been brought to [redacted] student account, he may then request for his official transcripts. Mr. Frances Tous will assist [redacted] when his student account has been updated and provide a transcript request form for his use to obtain transcripts. He may be contacted at
[redacted]
We trust this letter satisfactorily addresses [redacted] concerns and we greatly appreciate his service.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office
[email protected]
[redacted].pdf)
October 12, 2015
RE: [redacted]
Revdex.com Case # [redacted]
This letter is in response to [redacted] complaint to the Revdex.com on September 28, 2015. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon receipt of the complaint, it was...
requested that the DVG's Office of Ombudsman investigate [redacted] concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization.
DVG understands the student's concerns to be:
A balance on his student finance account that has negatively affected his credit report
He was unable to receive a transcript from DeVry as a result of this balance to pursue his master's degree
DVG understands the student's resolution to be:
A recalculation and detailed explanation of his student account balance
Set forth below is an explanation of our findings based on our understanding of [redacted]'s concerns and requested resolution.
I. Balance
[redacted] attended DeVry University from Summer of 2010- Spring of 2012 and was awarded his Bachelor of Science in Technical Management (BTHM) degree June 24, 2012. While in attendance, DeVry records indicate [redacted] used the GI Bill (r) benefits along with Federal Direct subsidized and unsubsidized loans.
A large portion of the balance which remains on [redacted]'s student account originates from two circumstances. The first contributing factor was a credit balance from a large Chapter 33 VA payment in the amount of $3705 for the Fall 2011 term that was refunded to the student by DeVry via check on June 18, 2013. [redacted] was not entitled to the full amount as the VA later reduced his payment as he reached the cap amount he was allowed to utilize that fiscal period. These funds posted as a single large VA payment (the way it was received by the VA) instead of multiple smaller payments split between different terms. As the VA allocated it as a single payment it was subsequently refunded based on the single payment. DeVry's VA Finance Team called and requested a detailed breakdown and explanation of the large payment from the VA which they were not able to obtain. The payment was originally posted to Spring of 2012, all refunds for this term were sent to [redacted] to zero out this term and then it was subsequently switched from that term to the Fall of 2011 term, causing a large balance for the Spring 2012 term and a $3705 credit for Fall 2011 which subsequently was then provided directly to [redacted].
The second contributing factor to the balance on [redacted]'s student account originates from the certification process and the accounting of his funding cap. [redacted]'s Yellow Ribbon (YR) benefit was not processed for the Spring 2012 sessions. The DeVry VA Finance Team has contacted and obtained the appropriate Yellow Ribbon funding from the Spring 2012 sessions once an audit had been completed and the error located in the amount of $2585.50 in YR. DeVry is a participating school in the Yellow Ribbon program and as such will match the contribution in the amount of $2585.50 for a total of $5171.00 that will be credited to [redacted]'s outstanding debt. These expected funds posted October 6, 2015 and has reduced [redacted]'s student account balance to $1,129.24.
II. Resolution
As an offer of good faith DeVry will satisfy the balance of $1,129.24 from [redacted]'s DeVry Student Account. To accept this offer, [redacted] will need to contact the undersigned to receive, review and complete a settlement agreement. This action will bring [redacted]'s remaining DeVry student account balance to zero.
III. Transcripts
DeVry's Academic Catalog states that no transcripts will be provided until all financial obligations have been fulfilled. In accordance with the aforementioned policy, DeVry will release the transcripts once [redacted] has agreed to the terms in the settlement agreement subsequently bringing his student account balance to zero and removing the hold.
III. Summary of Findings
The balance on [redacted]'s account originated from a refund he was not fully eligible to receive as well as the late processing of Yellow Ribbon funding for the Spring 2012 sessions. DeVry in good faith is offering to bring [redacted]'s student account balance to zero. To accept this offer, [redacted] will need to contact the undersigned to receive, review and complete a settlement agreement.
We trust this letter satisfactorily addresses [redacted]'s concerns and we greatly appreciate his service.
Sincerely,
[redacted]
Senior Associate, Ombudsman Office
[redacted]
[redacted] 10-12-15.pdf)