Miller-Frost, Ruth I., MD Reviews (75)
[redacted], we understand your frustration with your ** benefits and getting your tuition paid at Post University. After further review of your complaint and the events that have occurred, we understand you have been in contact with several employees. Issues arose while speaking to these employees...
and your situation was immediately escalated to management for resolution after which time you have been in closeand constant contact with our VA Certifying Official and the Director of the Office of Student Finance, OEI at Post University who worked to provide guidance for the resolution of your missing requirements with the Department of [redacted]. As explained, you needed to contact the VA office due to the change in your eligibility status to provide the necessary information for the approval of your benefit under the new status. It is our understanding that the request was sent directly to you from the Department of [redacted] in March and Post University was not directly made aware of this issue at the time by either party. This correspondence was not sent to the University and we did not become aware that your benefit, which had previously been approved without issue, would be denied due to your needing to provide the VA with additional information as they had requested. We were happy to assist you in determining the issue and advising on the resolution. We understand that you have now contacted the Department of [redacted] and provided the necessary information for approval of your benefit. With this information, we have been able to confirm with them that the issue has been resolved and the University will be receiving your payment shortly to settle your account.
Again, we understand you have provided information to multiple people, but we are unable to find the specific email where you are asking your professor for assistance. The email you provided in your petition showed you’re informing your Professor that you were going to [redacted] and would be handing in the case study late. You also indicate that you understood you would be penalized and would try to keep up with your course work while you were away. We do believe communication is important at Post University and it may have been unclear that you were seeking additional confirmation from your Professor beyond your informative communication of your situation. We understand that you are going through a financial hardship and would like to offer you the opportunity to retake the course, at no additional charge, in order to receive the credits and continue the process of completing your program.
The student originally began her degree on January 2, 2012. She stopped attending courses after December 13, 2014. In August 2016 she filed a complaint and the University worked with the student on an acceptable plan to enable her to finish her degree. The resolution was...
provided as follows:“We have provided the student with additional information and she understands and has made an acceptable payment arrangement for the balance. As a good faith effort by the University, the interest charged on the balance is being removed.”The response was accepted by the consumer. In addition to the concessions made to her account, the University agreed to allow her to retake two of her courses which she previously did not complete, at no additional charge. She was allowed to enroll in those courses at the next available enrollment period which began on August 29, 2016 and ended on October 23, 2016. At the time she returned to class, her completed coursework was assessed and it was determined that she needed to complete 6 credits to fulfill her requirements. She was provided with this unofficial degree plan outlining her required remaining coursework. Included in the assessment was a 3 credit course which she completed at another University after she had stopped attending courses at Post University in 2014. This transcript was received on September 13, 2016. When candidates for an associate’s degree transfer credits in to the University, there are several policies to which the student must adhere. The University Residency Requirements policy allows students to transfer in credits toward their degree, however, “Candidates for an associate degree must earn at least their last 15 credits at Post University and must satisfy all degree requirements, including at least 9 credit hours in the major.” In this instance, the student had already completed 51 credits at the University and was within 9 credits of completing the 60 credit requirement. The 3 credit hours which she transferred in were earned elsewhere during the time in which she was completing her last 15 credit hours and therefore did not satisfy the policy requirement. Additionally, while the University allows students to take coursework at another University, the policy states, “Post University students must have permission from the Office of the Registrar prior to taking courses at another accredited college or university, if they intend to transfer those credits back to Post.” The student did not seek permission prior to enrolling in the coursework at another college and did not satisfy the policy requirement. Because the credit she earned at another University did not meet these policy requirements, a waiver to the policy was requested. The Student’s Academic Success Counselor assisted in this request to apply the credit to her degree to satisfy the requirement for graduation. This request was made on October 21, 2016 and was approved on November 3, 2016. The student has been graduated from her degree program with a graduation date of October, 23, 2016. As the student has graduated with her Associate’s Degree, no further action is required.
[redacted], I understand your frustration and hopefully can provide some clarity regarding your current situation. After reviewing your issue with the University, I regret to inform you that we cannot pay you your requested refund. On or around April 14th, you stated that you received notice that...
your refund was being distributed to students. I apologize for the misunderstanding, what you received was an award letter that explained the amount that would be awarded to you, not that your award was being distributed. It also explained that in order for the money to be disbursed, you would need to submit an official transcript. This is a University policy, not only in order to receive financial aid, but to matriculate as a student. We did receive transcripts from your high school, but they do not indicate a graduation date. In addition to receiving your transcripts, we did call your listed high school. Afterspeaking with a member of your listed high school, they also stated you did not graduate. If this information is incorrect, or you can provide different documentation which states you have your GED, we would be happy to work with you in order for you to continue taking courses at Post University and receiving your requested financial aid.
We have provided the student with additional information and she understands and has made an acceptable payment arrangement for the balance. As a good faith effort by the University, the interest charged on the balance is being removed.
Complaint: [redacted]I am rejecting this response because: I only took one course, not 4. The advisor was informed to drop me from the other classes a copy dated 10/17/2014 is attached.Sincerely,[redacted]
As part of the admissions process, students are required to submit copies of official transcripts. A transcript is considered official if it is received unaltered and in a sealed envelope. The student was informed of this requirement when he began the admissions process and had ample...
notification prior to the start of class. This information is also published in the university catalog. When the student requested his official transcript, he had the document sent directly to him and upon the receipt of the information, he opened the envelope prior to sending the transcript on to the University. Due to his actions, the document no longer met the requirement and it was requested that he obtain the correct copy and send the document unopened and unaltered. The student began classes while resolving the requirement. To expedite the process for the student, a representative from the University also attempted to obtain the document directly but did not have sufficient information. During the process, the student elected to cease participation well after the add/drop period. In regard to the student’s initial course at the University, this class is included as part of his required curriculum. Under certain circumstances, students may waive this requirement however in his case, he did not meet the criteria for approval. A thorough review shows the university did follow policy and the student is financially responsible for the coursework; however to ensure a positive student experience, all charges will be removed from the student’s account.
We have reviewed the student’s enrollment and account activity including payments from all sources and the policies applicable at the time of her withdrawal. Payment was not received for her coursework from all anticipated sources and this information was explained to her. After...
evaluating [redacted] activity through the point of her withdrawal, Post University has decided to make a good faith effort by reversing the charges to eliminate the outstanding account balance. A transcript has been issued per her request. She has been notified of the outcome both by the phone number and email address provided. This matter has been resolved.
I am rejecting this response because: I asked for a resolution, not an argument. I had no knowledge until last minute. Instead of trying to prove I'm wrong and taking thousands of dollars from me I still don't have my diploma. The account went to collections and I'm receiving an 18% interest on the tuition owed. Let's give me an affordable payment arrangement instead of fighting me. Wouldn't this be easier? How can you say you're helping me with the payment arrangement and continue arguing about who said what. In your last statement you said you would continue to try to help me with payment arrangements. But yet you forwarded my account over to collections so how did you help me?
We have researched this student’s complaint and found the following information: The student states in her complaint that she needed time to “think it over” but instead chose to enrolled and was a late enrollment. On November 23, 2015 the student was initially interviewed by an Admissions...
Counselor to begin courses on January 11, 2016. The admissions counselor was assisting the student through the process. The student requested to defer enrollment with the reason being she was not able to complete her financial aid verification documents. She was dropped from the class on December 29, 2015. As this was prior to the add/drop period, the student incurred no charges. On January 7, 2016 the student informed the admissions counselor that she wished to begin classes on March 7, 2016. On March 8, 2016 the student returned some of her requested documentation and was provided with a financial aid award outlining her available funding and notifying her of the remaining missing items required to complete the financial aid process. The student began participating in the course on March 10, 2016.The student states she requested to drop but was told she could not. Students may drop courses at any time if they feel the need to do so. As the student was provided with her financial aid information as well as a list of additional requirements prior to beginning her class, she had the opportunity at that time to request to again drop the course and start at a later time without incurring any charges. When the student chose to participate in the class, she still had the opportunity to drop the course during the add/drop period in accordance with the University policy. The student did not request to drop the class until after the add/drop period ended at which time she was informed that she would be responsible for those charges. She chose to remain in class and earned passing grades for this coursework. She also enrolled in and participated in a subsequent course which began May 2, 2016.The student notes that she did not receive her financial aid until her second module. This was due to her delay in returning all missing documents.. In order to be accepted and matriculated into a degree program, the University requires students to submit proof of High School Graduation or GED completion. The University did not receive the high school transcripts until June 13, 2016. [redacted] cannot be disbursed for students who are not accepted into an eligible program. The student became eligible for her Federal Student Aid disbursement on June 13, 2016. The student has been enrolled in each module consecutively since March 7, 2016, with the exception of Module 1 2016 which began August 29, 2016 and ended October 23, 2016. She again enrolled in Module 2 2016 which began on October 24, 2016 and is enrolled in the current module. She is enrolled in a future module as well beginning March 6, 2017. From her enrollment to the present time, she has attempted 27 credits and is registered in 3 more credits in a future module.During Module 6, the student requested to transfer from the school on July 18, 2016. As the add/drop period had passed she was informed that she would be financially responsible for the course. At that time the student was provided with the information to withdraw. Her academic success counselor followed up with her again on July 29, 2016 as she had not received the withdrawal form from the student. The student chose to remain in her classes. During Module 1 in which she was not enrolled, she was again provided the withdrawal forms on September 11, 2016 but did not return those forms. The student instead inquired to which classes she will be taking if she remained enrolled and about the required course materials. She was informed that in some classes the materials are embedded as part of the curriculum but for those which are not, she would have an option to opt out. On September 29, 2016 she requested to be registered for the upcoming module and enrolled in class on October 24, 2016. The student participated in her Module 3 class and again inquired about transferring. The student was again sent the withdrawal forms on February 7, 2017 but has not yet withdrawn. The student has never been informed that she could not drop or withdraw and has been repeatedly provided with all of the paperwork and instructions on how to withdraw. She has been informed of the add/drop policies and the impact to her charges and grades if she were to withdraw. In regard to the student’s reference to electronic course materials and YouTube videos at a cost of $3,000; if electronic course materials are utilized, the cost is $90 per class. Electronic Course Materials are course materials that are available in a completely electronic format which may include electronic versions of textbooks, narrated PowerPoint presentations, articles, case studies, and electronic access codes to additional content. At Post University, Electronic Course Materials include materials that are developed and gathered by faculty to address specific program and course outcomes. The student’s reference to the $3,000 cost includes the total charges for tuition and fees as well as course materials for two classes.The student chose to use [redacted] as her method of payment for her direct costs of attending the university. Her account has been charged and her aid has been applied to the charges in accordance with her enrollment and participation. The student has been provided with the opportunity to withdraw from the University on multiple occasions. While we encourage students to persist to complete their education; however, we understand students may withdraw for various reasons and provide them with information to do so. A University representative will continue to assist the student in her decision to withdraw from, or continue with her education at the university.
I am rejecting this response because:
[redacted] just received a letter in mail today 1/25/2016 , and it was dated 1/7/2016. tried to attach documentation just not sure they will still approve
This student enrolled in two
8-week modular classes which began on June 22, 2015. In
accordance with the University tuition refund policy, a tuition credit of 100%
is granted for 8 week modular courses if the notice is received by Friday 5
p.m. EST prior to the beginning of classes - June...
19; and a $150 per course fee will be
charged for classes if notice is received by 5 p.m. EST of the first Friday of
the module - June 26. Published proc[redacted]re for students to drop or withdraw instruct the student to send a communication to [redacted].[redacted]. No tuition refunds
will be granted for withdrawals after 5 p.m. EST of the first Friday of the
module. The student did not initially notify staff of his potential withdrawal until the second week of classes on July 1, 2015. At the time he indicated that he was thinking about quitting, the student was already
financially responsible for charges in accordance with the published policy. The
student did not notify the designated office of his intent to withdraw until
July 9, 2015 which was the third week of the module. The University does have a petitions process for which students may request a review of special
circumstances. The student did not request a further review of the
circumstances. At this time, the University did follow the published
policies and the student is financially responsible. As we want to ensure a positive student
experience, we have reduced the charges on the student’s account to $150 per class or a total of $300 which reflects the course fees that would have been charged for classes which were begun and not dropped prior to the start.
Per the student's prior compliant, the student claimed claimed not to owe money for coursework in module 5. In response to the complaint, the University performed research into the student's enrollment and billing activity for Module 5. The research showed that the student had not been billed for any courses during that time. We have performed an additional review of this student's activity based upon this new response. The student is now stating there was no participation in either course in which the student was enrolled during Module 4. After performing research into the Blackboard system, the University has record that the student logged into each class 13 times for a total of 26 times in both classes with activity beyond the first unit. Students are responsible for enrolling themselves in courses and are sent confirmation of enrollment prior to the start of classes. For students who remain enrolled, participate and do not drop in accordance with the University add/drop policy, those students are responsible for course charges. In this instance, the student enrolled in and participated in both courses in Module 4 and did not notify the school of intent to withdraw from these courses; therefore the student is responsible for the current outstanding charges.
[redacted], again I am sorry for the way you feel Post University's staff has treated you in resolving this issue. Your complaint does not go unnoticed, helping students from the beginning of enrollment until the day they graduate is a priority for our staff and University. After speaking with the Director of Student Finances it looks like your issue was resolved. It seems that our staff had been working closely with you in order to ensure that your status as a service member was changed with the VA and you were able to receive your tuition benefits. If your issue was not resolved, I urge you to contact the Director of Student Finances who you have been previously been working with.
Upon researching our information, we have found that this student provided the University with her intent to enroll on 8/17/2015. The classes began a week later on 8/24/2015 and the student participated. She did not notify her Admissions Counselor that she wished to withdraw until...
9/3/2015 which was beyond the add/drop period per University Policies. The University offers a process for students who believe they have extenuating circumstances which would warrant the removal of charges under certain circumstances. Students may submit a Petition with supporting information which is reviewed by a committee. The student did submit a Petition which was reviewed by the committee. On the date of her complaint, the student was notified that the committee determined she did participate and did not notify the school of her intent to withdraw within the add/drop period therefore that she would be responsible for tuition fees in accordance with the University add/drop policy. The decision was discussed with the student on 9/22 and she was informed that the decision was being escalated for further review. During the time of the additional review, it was decided that the University would allow an exception to policy. The student’s account is being adjusted to remove the charges and she will be provided with an updated statement.
In reference to complaint ID [redacted], the student is of the understanding that her Federal Student Loans had paid her outstanding balance. While the student did receive financial aid for her coursework, the amount of aid disbursed only covered a portion of the balance but...
not in its entirety. During her first payment period, the student began enrollment in four courses at $1,710 per course totaling $6,840. Additionally she was charged $90 for required course materials for one class. The total owed to the University for tuition and course materials is $6,930. The University received a disbursement from her federal student loans totaling $4,700. Due to the timing of her registration, a portion of her aid in the amount of $3,510 was applied to her tuition charges and the remainder of the funding in the amount of $1,190 was returned to the student. The remaining balance of $3,420 has not been paid by her Federal Student Loan funding.A representative from the collections department sent the student a detailed account statement showing the activity, funding applied and remaining charges. A review of the student’s academic activity reveals that grades were earned in two of her courses and she withdrew from her remaining two courses at the end of the course therefore being responsible for 100% of the tuition charges per the University policies.After performing a careful review of the student’s complaint and account activity, it has been determined that the student was properly charged and does owe for those charges that were not covered by her Federal Student Aid.A University Collections representative will continue to attempt to work with the student in order for her to make acceptable arrangements to resolve the debt.
This student was registered for two courses beginning on 8/25/2014 and she did participate in one of the courses. In accordance with University Policies, students may drop courses by 5:00 pm EST on the Friday prior to the start of classes with no additional fees and receive a full refund for...
tuition and fees charged. Thereafter students may continue to add and drop courses until the end of the add/drop period but will be charged an administrative fee of $150 for each course dropped. As the student dropped her course after 5:00 pm EST on the Friday prior to the start but during the add/drop period, she was charged an administrative fee in accordance with the University Policy.We will be happy to work directly with the student to determine if there are any extenuating circumstances which would substantiate the removal of these fees. We will contact her directly for further resolution.
As noted by her statement, this student has been enrolled at the University since 2012. When she initially began, she was informed that she would not have enough financial aid to cover her entire degree. Post University takes every measure to ensure that students understand the limitations of...
Federal Student Aid through counseling and annual award information. As the funding is limited to an aggregate amount over a student’s lifetime, the student’s Tuition Planner will make recommendations to the student to request increments lower than the maximum available per academic year. Included in the award notification is a link to the [redacted] where students are encouraged to review their personal loan information to determine remaining eligibility.
In the case of this student, with her most recent award beginning with Module 5 starting on April 27, 2015, she was notified in advance by her Tuition Planner of her remaining funding. At that time she was informed that while she had not yet reached her aggregate limit, she only had a small amount of remaining Federal Student Aid. The student had the opportunity at that time to drop the course at no cost but decided to remain enrolled in that module, paying directly in lieu of paying with Federal Student Loans. She planned to take time off upon completion of that module and return at a later time with an understanding that she would make payments for her remaining coursework. She returned and enrolled in a course beginning on October 20, 2015 at which time she was aware of her inability to use Federal Student Aid and need to make payment. The student does owe for this coursework and has agreed to a payment arrangement but has not submitted the agreed payment. Interest is charged for unpaid balances without payment.
Additionally, this student was notified directly on her Student Aid Report when she completed her Free Application for Federal Student Aid. The report contained the following messages:
• "Based upon data provided by the [redacted] and your grade level, we have determined that you may have received subsidized student loans in excess of loan limits established for the federal loan programs. You should review the information on Page 4."
• "Based upon data provided by the [redacted] and your grade level, we have determined that you may have received a total amount of undergraduate student loans that exceeds the loan limits established for the federal loan programs. You should review the information on Page 4."
• "Based upon data provided by the [redacted] and your grade level, we have determined that you may have received a total amount of undergraduate student loans that is close to or equal to the loan limits established for the federal loan programs. Therefore, your eligibility for additional student loans may be limited. You should review the information on Page 4."
The student expressed an additional concern regarding the option to purchase books. The majority of the courses at the university do not require the purchase of books but instead use Electronic Course Materials. Electronic course materials are developed and customized by faculty to address specific course outcomes and to ensure the content is the most current available. These materials are not available in a single book or books. For courses which do not utilize electronic course materials, students have the option to purchase materials from an outside source. If the student had enrolled in a course which did not utilized electronic course materials, she would have had the option to purchase her materials outside of the university.
We will continue to work with the student to enable her to resolve her balance and to determine the options available for her to complete her degree.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Thank you so much for all of the help!