May 22, [redacted] Dear [redacted] On April 30, Ashford University (University) received a copy of your complaint filed at the Revdex.com (Revdex.com) The University referred the complaint to the Office of Student Grievance Resolution to address your concerns through the formal grievance processIn your complaint, you allege the following: “I started classes here in August of I signed up for financial Aide [sic] and now they keep calling me and emailing me saying that I owe them money because I withdrew from my classesHowever I called them a couple of months ago and told them that I had a daughter that started having seizures and I was back and forth to the dr with her and also I had a son that had two surgeries in a month time frameThe guy that I spoke with was very rude his name was [redacted] He would not let me speak with a supervisor and he hung up on meI also explained that I am a single mother of and can not [sic] afford to play 6,000.” The University conducted an investigation of your concernsThe following information details the findings of the investigation Federal Student Aid Verification Per the University’s Academic Catalog, the federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the Free Application for Federal Student Aid (FAFSA)The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitledA subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment A) If a student is selected for verification, the Financial Aid Office notifies the student of required documentationThe student (and parents(s) of dependent students), are required to provide appropriate and legible supporting documents to the Financial Aid OfficeDepending on the category selected, one or more of the following documents may be requested: Verification Worksheet; IRS Tax Return Transcript or use of IRS Data Retrieval Process; Documentation of Supplemental Nutrition Assistance Program (SNAP), if applicable; Documentation of child support paid, if applicable; Documentation of other untaxed income, if applicable; Verification of high school completion (or equivalent), if applicable; and Identity and Statement of Educational Purpose, if applicable (Attachment A) Please note that additional documents may be requested at the Financial Aid Office’s discretionParticipation in the verification process is not optional (Attachment A) On August 11, you completed and submitted your 2014-FAFSA On September 9, you began your first course in your Associate of Arts in Early Childhood Education degree program, EXP Between September 10, and November 13, the University’s Financial Services department notified you by telephone and e-mail message that your W-2’s and the Verification of Household Resources Independent Worksheet were needed in order for you to be packaged for financial aid funds for your first academic year On October 22, Financial Services Re-entry Specialist [redacted] told you that you could not be packaged for financial aid funds until your W-2’s and the Verification of Household Resources Independent Worksheet were submittedIn the same conversation, you asked [redacted] if you would owe an out of pocket expense for tuition and fees incurred and [redacted] told you that the University was trying to collect the documents from you so you would not owe an out of pocket expense On November 20, a University Financial Services Advisor notified you that your Verification of Household Resources Independent Worksheet that you submitted was missing your signatureYou were advised to sign and resubmit the document On December 2, Financial Services Advisor [redacted] notified you that the Verification of Household Resources Independent Worksheet was completed incorrectly and it was still needed in order for you to be packaged for financial aid funds [redacted] also told you that your W-2’s were still needed and that once you obtained the documentation you could send them directly to him for processingOn December 8, the University‘s Financial Aid Office approved your W-2’s Between December 11, and March 5, the University’s Financial Aid Office continued their efforts to contact you by telephone and e-mail message to retrieve the Verification of Household Resources Independent Worksheet from you in order for you to be packaged for financial aid funds for your first academic year On March 7, you were administratively withdrawn from the University for failure to meet the attendance requirements The investigation did not reveal that you submitted the Verification of Household Resources Independent WorksheetTherefore, you were not packaged for financial aid funds for your first academic yearAs you were not packaged for financial aid funds for your first academic year, you incurred an out of pocket expense for tuition and fees in the amount of $(Attachment B) Name of Course Dates of Course Cost of Course EXP 9/9/– 10/13/ $ PSY 10/14/– 11/17/ $ ENG 11/18/– 12/22/ $ ENG 1/6/– 2/9/ $ INF 2/3/– 3/9/ $ Total Cost of Tuition and Fees: $ Personal Hardships Students at the University who are experiencing a medical hardship have the option to request an Academic Leave from their courses (Attachment B)In the case where a medical hardship takes place during the course(s), students may submit a Tuition Credit Request (TCR) to receive credit for the cost of the course(s) (Attachment C)In the case of a TCR, the hardship must have unexpectedly occurred during the course and directly impacted the student’s ability to continue in the course or program during the timeframe in which the course occurred (Attachment C) Between September 9, and February 19, you successfully completed two (2) courses and unsuccessfully completed three (3) courses in your fist academic year During this time, from November 18, to December 22, you unsuccessfully completed your first attempt at ENG with an earned grade of “F.” On December 31, Student Advisor [redacted] notified you of your unsuccessful grade in your ENG course On January 1, [redacted] asked you about your most recent course gradeIn the same message, [redacted] advised you that if you received an unsuccessful grade due to an unexpected life circumstance and/or family emergency to contact her to discuss possible optionsOn the same day, you responded to [redacted] and told her that you were experiencing several family issues with your childrenOn January 5, [redacted] left you a voicemail message and sent you an e-mail message that notified you that she had been out of the officeOn the same day, you told [redacted] that that you had been trying to reach her about your previous ENG course and the paymentOn January 7, [redacted] notified you that she wanted your specific weekly availability to set up a telephone appointment [redacted] attempted to reach you by telephone that same day and left you a voicemail message On January 6, you began your second attempt at ENG On January 23, [redacted] issued you an attendance warning notification as you had not met the University’s attendance requirementsOn January 26, Readiness Advisor [redacted] notified you that if you did not post attendance in your course by January 31, you would be withdrawn due to the University’s attendance policyIn the same e-mail message, [redacted] asked you if you needed to request a break for your courses The following day, on January 27, 2015, you told [redacted] that you wanted to withdraw from your second attempt at ENG [redacted] advised you of the 50% course charge as you had posted attendance in week two (2) of the course and she told you to stop posting attendance in the course [redacted] additionally advised you of the third consecutive unsuccessful grade policy [redacted] also sent you the steps to take to complete the Tuition Credit Request form in your Student PortalOn the same day, you told [redacted] that you had difficulty access the Tuition Credit Request Form On January 28, you submitted an Academic Leave Request and it was approved on the following dayOn January 31, you were withdrawn from your course and earned a grade of “W.” On February 2, [redacted] told you to try a different internet browser to access the Tuition Credit Request formOn the following day, [redacted] asked you if you were able to access the formOn the same day, you told [redacted] that you were trying to submit the form but the form required documentationOn February 4, [redacted] told you that supporting documentation would be beneficial for consideration of your Tuition Credit Request On February 3, you began your INF courseOn February 19, you told [redacted] that you were having difficulty and may need to withdraw from your courseOn February 23, you asked if you could change to a different courseOn February 26, [redacted] advised you that INF was required for all degree programs On March 3, you told [redacted] that you wanted to change your degree programOn the same day, [redacted] advised you of the steps to change your degree program and she also told you that three (3) consecutive unsuccessful grades will result in dismissal from the University On March 7, [redacted] notified you that you were withdrawn from the University due to not meeting the University’s attendance policy Your last day of recorded attendance at the University was February 19, The investigation did not reveal that the University received a Tuition Credit Request form or documentation of your personal hardship during your enrollment Dismissal Per University policy, students who earn three consecutive unsuccessful grades at the University will be academically dismissedUnsuccessful final grades include the following: F, W, WF, or in an Introductory, General Education Competency, or General Education Capstone course, D+, D, or D- (Attachment D) On March 11, the University Registrar notified you that you had been dismissed from the University due to three (3) consecutive unsuccessful grades On March 17, you asked [redacted] if you could change your degree programOn the same day, [redacted] told you that you had been dismissed from the University The investigation revealed that you were dismissed from the University in accordance with University policy Conclusion Based on the above noted facts, the University will credit your student account balance due in the amount of $3470, which represents the cost of tuition and fees associated with your attempts at ENG and INF This will reduce your student account balance due to $2790, which you are responsible for setting up a repayment arrangement for It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at [redacted] I wish you all the best in your future endeavors Sincerely, [redacted] Student Grievance Resolution Administrator for Ashford University Encls/5/ Attachment A, Financial Aid Verification Attachment B, Ledger Card Attachment C, Tuition Credit Request Attachment D, Dismissal Attachment E, Presidential Appeal Policy *Attached and in the 2014-Academic Catalog you will find information about the Presidential Appeal Policy
Good morning, Please see attached the requested completed form for Ashford University release of recordsPlease note, I have also sent a signed copy to Ashford University to ensure that they are able to release all records to the Revdex.com as neededPlease contact me as soon as possible art [redacted] with any questions or concernsThank you kindlyYours, [redacted]
July 27, [redacted] Re: Revdex.com Complaint Number [redacted] Dear [redacted] On July 10, 2015, Ashford University issued a written response to your May 22, Revdex.com (Revdex.com) complaintThe information contained in that written response is attached and incorporated herein by reference On July 14, 2015, the University received the rebuttal statement you submitted to the Revdex.comThe University’s review of that rebuttal statement did not find any new information that was not previously addressed by the University in its July 10, written responseRegarding your allegation that your academic performance in course MAT 222, Intermediate Algebra, was affected by the University’s processing of Verification for Federal Student Aid Eligibility, please note the University’s Tuition Refund policy does not include a tuition refund provision for students who unsuccessfully complete a course and later request a refund based on allegations of delayed administrative processing, including financial aid and verificationIn addition, the findings of the investigation did not reveal the University failed to adhere to its procedure for Verification for Federal Student Aid EligibilityAccordingly, the University does not grant your resolution request to credit your student account If you would like to discuss this matter further, please contact me directly at [redacted] ***or at [redacted] Sincerely, [redacted] Student Conflict Advising Manager for Ashford University Encl University Response dated July 10,
DATE \@ "MMMM d, yyyy" August 10, 2016 [redacted] Dear ***... [redacted] On July 13, 2016, Ashford University (University) received your complaint filed with the RevDex.com (BBB). Within that complaint, you alleged the following: I transferred from Ashford to another university. I was notified by my current university that I needed my transcripts sent over from Ashford. I cannot access my account because of the holds. I called and was told that I owe Ashford 12, 855.14 and this amount has to be paid in full. I asked to have a copy of my ledger card and they emailed it to me. After reviewing it I do not understand where they are getting this amount from. My loans are from the government and are therefore a debt until I graduate from college. After graduation I am allowed six months before I have to start repayment of my loans to the government. I do not pay Ashford directly because my loans come from the government. No one has been able to tell me where these charges come from expect that I did not pass three of the seven classes I was taking. My understanding is that if I would have stayed with Ashford and after graduation I would still owe them money which isn’t true. When they sent my loans back to the government the government sent those loans to my current university. I shouldn’t have any balance with Ashford. In your complaint, you listed the following as the resolution you seek: “I would like to see this balance adjusted to the correct amount which should be zero.” The following information details the findings of the investigation and addresses your resolution request. On June 10, 2015, you completed, electronically signed and submitted the University's online application for admission (OAP) to the Bachelor of Arts in Early Childhood Education degree program. In signing this agreement, you acknowledged that you had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (University Catalog) (Attachment A). Regarding your student account Students who attend the University using the online format receive financial aid on a non-term based schedule. At the University, non-term based programs have an academic year that is not defined by the calendar year. Instead, the academic year is specific to each student, and the academic year for an undergraduate student is defined as to when the student successfully completes eight (8) courses totaling twenty-four (24) units within the forty (40) weeks of instructional time (Attachment B). There are two payment periods in each academic year. Under the non-term based system, student s should receive their first financial aid disbursement on or after the start of their first course. After students earn twelve (12) credits and begin their fifth course, they are eligible to receive their second disbursement of financial aid. The student must complete four (4) courses successfully and begin the fifth course before they become eligible to receive their second disbursement (Attachment B). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year. The University’s 2014-2015 Academic Catalog states the following regarding Verification for Federal Student Aid Eligibility: The federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the FAFSA. The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitled. A subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment C). The student (and parent(s) of dependent students), are required to provide appropriate and legible supporting documents to the Financial Aid Office. Depending on the category selected, one or more of the following documents may be requested: Verification Worksheet; IRS Tax Return Transcript or use of IRS Data Retrieval Process; Documentation of Supplemental Nutrition Assistance Program (SNAP), if applicable; Documentation of child support paid, if applicable; Verification of high school completion (or equivalent), if applicable; and, Identity and Statement of Educational Purpose, if applicable. Please note that additional documents may be requested at the Financial Aid Office’s discretion (Attachment C). On July 1, 2015, the University received an Institutional Student Information Report (ISIR), which indicated a selection for verification. (Note: An ISIR contains processed student information reported on the Free Application for Federal Student Aid (FAFSA), as well as key processing results and National Student Loan Data System (NSLDS) financial aid history information. ISIRs are sent electronically to schools by the Central Processing System (CPS)). The University’s Financial Aid Office told you that you needed to submit the requested documents, including your 2014 Tax Transcript and your parents 2014 Tax Transcript. From July 28, 2015, to March 28, 2016, you successfully completed four (4) courses and unsuccessfully completed three (3) courses. Tuition and fees posted to your student account in the total amount of $10,010.49. During this time, you submitted all requested documents to complete the verification process and the University approved the submitted documents on September 29, 2015. Between October 6, 2015, and January 19, 2016, financial aid funds were disbursed to your student account in the total amount of $14,297. On January 26, 2016, the University issued you credit balance funds in the total amount of $2855.14, bringing your student account balance to zero (Attachment D). On February 3, 2016, the University received an updated ISIR, which also indicated a selection for verification. On various dates between February, 17, 2016, and March 3, 2016, a University Financial Aid Office representative told you that you needed to submit a Student Statement to clarify your parent’s household size because you were a dependent student. On March 4, 2016, because you did not submit the requested Student Statement to complete verification, the University’s Financial Aid Office returned financial aid funds to the Federal Student Aid Program in the total amount of $14,297 (Attachment D). Your student account balance due at the end of your first academic year was $12,865.63 (Attachment D). On August 9, 2016, the Financial Aid Office determined that its February/March 2016 request for additional verification documents from you was not needed as the documentation you had previously provided was sufficient to complete verification. Conclusion Based on the above, the University regrets any inconvenience caused by the refund of federal financial aid from your student account. The University will credit your student account the amount of $8572.99, which represents the amount of financial aid applied toward successfully completed courses and credit balance funds earned during your enrollment. You are financially responsible for the remaining balance due in the amount of $4292.64, which represents the cost of tuition and fees for the three (3) unsuccessfully completed courses. Please note that the amount owed to the University is separate from your federal student loans. You are encouraged to contact Collections Specialist [redacted] at Department at [redacted] or [redacted] to discuss repayment options. It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to further discuss this matter, please contact me at [redacted] or at [redacted] I wish you all the best in your future endeavors. Sincerely, [redacted] Student Dispute Resolution Specialist III for Ashford University Encls. /4/ Attachment A OAP Attachment B Financial Aid Policy Attachment C Verification Policy Attachment D Ledger Card
Dear [redacted] I hope all is well The student’s concerns mirror similar concerns that the student had filed with a separate agencyThe University responded to that agency in writing, and that response is attached for your review We attempted to upload this via the complaint system, but the attachment is too largeCould you please confirm that you received this? Thank you! [redacted] J.D./DIRECTOR OF STUDENT GRIEVANCE RESOLUTION
May 29,
*** ***
*** *** *** ***
*** ** ***
Dear *** ***
On April 6, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). On April 30, the University responded to your complaint regarding your account balance and the referral to external collections On May 4, the University received your second complaint regarding the same concernsOn May 15, the University responded to your complaint regarding the same concerns. On May 27, the University received your third complaint regarding the same concerns
Please note, the University did not provide a repayment plan agreement to you because per *** *** May 24, email, he told you that once you were ready to make a payment, to contact him and he would set up the repayment agreement. *** *** advised you that as long as the University held the account, he could assist you. As stated in both the April 30, and May 15, University response letters, the investigation did not reveal communication from you to the University regarding your balance due from May 24, to July 6, to set up a repayment arrangement
On July 6, following several contact attempts by the University, including notifying you that failure to set up repayment arrangements may result in a referral of your account to an external agency, your account was referred to an external agencyThe University did not receive a phone call in which you stated you were ready to make a payment and ready to set up a repayment arrangement prior to the referral
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at *** *** extension *** or at ***
I wish you all the best in your future endeavors
Sincerely,
*** *** **
Student Grievance Resolution Administrator
for Ashford University
Encls/2/ Attachment A, April 30, Response
Attachment B, May 15, Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My complaint against the University also remains the same. *** *** completely disregarded a verbal conversation where I stated to him the exact date Ashford University would receive a payment. When I notified *** *** of that date, Ashford University should have sent a contract outlining the agreement. Instead, this University turned against me. This proves over and over that Ashford University does not care about their students. You claim to care and want to assist, but yet, when a verbal agreement is made, Ashford does not respect that agreement. Rather than wanting to resolve an issue and meet me half way, at the very least, Ashford University continues to disregard any and all contact that I made and hold me back from finishing my degree. I get so many emails from you people wanting to help manage student loans. Don't worry about my student loans. Why care about that? You should care to want to help but every conversation I have ever had with Ashford is refused. If and when I am able to resolve my balance, without your acknowledgement and willingness to work with me, I completely expect my transcript to be immediately sent to me!
Regards,
*** ***
Hello *** We’ve received another rebuttal from this student, however our position remains the same based on our findingsWe will continue uploading our original response to the system. Thank you, *** ** *** *** / DIRECTOR OF STUDENT GRIEVANCE RESOLUTIONAshford University / Technology Changes EverythingSM////////////////////////////////////////////////////////////////////...⇄ * *** *** * ***
August 18, Dear Ms***, Thank you for the opportunity to respond to Mr*** complaintIn his complaint which you forwarded to Ashford University on August 10, 2017, Mr*** stated: I was attending ashford university which is located in San Diego California from 02/04/
until 05/20/I live in Georgia and I decided to leave the school because I felt that I wasn't going to be able to become a teacher with that degree that I was obtainingWhen I spoke to my advisor at ashforduniversity and told her that I was deciding to leave she was asking me was there anything that they can do or change to get me to stay at their school and I told her noSo I then started to attend another school ilthat is located in Georgia by the name of *** universitywhen I spoke with my advisor at ashford univerity and informed her that I have decided to attend another school she said that it was going to effect my financial aid going from school to schoolWhen I left they didn't tell me anything about me having a balance on my account but now that I decided to go to another school that's when they said that I own them a balance of 1,dollars and they said I have to pay that in order for them to release my final transcript to *** univerity also in order for me to start at *** university for the fall semester*** univerity will need my final transcript from Ashford universityThey dropped my grades /gpa were I wouldn't be able to continue getting the hope scholarship and they took all my money that I was receiving from financial aidThen they said that I didn't have enough finical aid to cover my schooling at the time that I attending and I asked them where was all my money going and they couldn't give me an answerI was thinking if I don't have enough money to pay for school then why are y'all sending me a refundwhen I finally received my refund it was only $All I want from this is for them to give me all my final transcript and all of my money that I spent going there Mr*** proposed the following resolution: I want them to give my final transcript and all my money back that I paid to the schoolThe Federal Student Aid Program requires academic institutions to conduct a Return of Title IV Funds (R2T4) calculation within forty-five (45) days after a student withdraws from attendanceThis R2Tcalculation enables the academic institution to determine what portion of his or her financial aid the student has earned during a particular loan periodThe unearned portion must be returned to the Federal Student Aid ProgramUpon Mr*** withdrawal, the University followed the required process described above and determined that the following funds were required to be returned to the Federal Student Aid Program: 1) $2,in Direct Subsidized Loans, 2) $1,in Pell Grant funds, and 3) $in Direct Unsubsidized LoansThe required return of these funds resulted in a balance of $1,on Mr*** student ledger card (Exhibit 1)Additionally, Mr*** student ledger card establishes that the University properly applied his financial aid funds to tuition, fees, and charges associated with his degree programAlthough I have determined that the University followed regulations established by the Federal Student Aid Program, as a gesture of goodwill the University will forgive the balance currently remaining on Mr*** student ledgerPlease allow at least ten (10) business days for this account adjustment to be processed, at which time Mr*** is free to request his official transcript from the University RegistrarPlease let me know if I may be of further assistanceBest regards, *** *** Exhibits: Student Ledger Card
The Student ID and Five Digit Identifier on Ashford's Authorization Form is filled out N/A
The reason is I was not a student with AshfordI never enrolled with Ashford/Bridgepoint
I can not complete that portion of the form
October 14,
*** ** *** *** *** *** *** *** ** ***
Dear *** ***
On September 7, 2016, Ashford University (University) received your complaint filed at the Revdex.com (Revdex.com)On September 27, 2016, the University responded to that complaint and provided you and the Revdex.com a copy of the written responseOn October 5, 2016, the University received your rebuttal complaintThe concerns listed in your rebuttal complaint mirror the concerns stated in your September 7, 2016, complaintThese concerns were addressed in the aforementioned written response of September 27, and the University has no further information to provide regarding that matter
In regard to your concerns related to external collection agency *** *** *** returning the account balance due to Ashford University, University record does not indicate that the balance due was returned and the University does not intend to recall the balance due
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experienceIf you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at *** *** *** ***, or at ***
I wish you all the best in your future endeavors
Sincerely,
*** ***
Student Dispute Resolution Specialist II
for Ashford University
Dear Mr***,
Based on a review of your rebuttal, the University
determined that you did not present any new information that requires further
investigation or responseHowever, as a gesture of good will, the University will
credit your student account balance due in the amount $177.90, bringing your
balance due to zeroPlease allow two to four weeks for the adjustment to
reflect on your student account
Sincerely,
*** *** MPsy.
/ Student Dispute Resolution
Facilitator III
for Ashford University / Defining the modern college
experienceSM
///////////////////////////////////////////////////////////////////////////
P / 866.974.5700 X /
*** F /877.286.7711
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. No. I am owed a refundDoes Ashford stand behind their education? Clearly not! I will not pay for classes that were a waste of Time and MoneyI left the *** *** a message and emailed herI never recieved a responseAshford can do the right thing and refund the money or cancel all bills that they claim I owe themI will accept the refund or cancelling any outstanding Money owed by me to AshfordThanks Revdex.com for your help!Regards,*** ***
April 12, 2016*** ** *** *** ** *** *** ** ***
Dear *** ***
On March 1, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com) regarding your account balance dueOn March 28, 2016, the University responded to that complaint (Attachment A)On April 5, 2016, the University received your second complaint regarding similar concernsWithin your April 5, 2016, complaint, you stated you were unsure why the University would send you excess funds in the amount of $when your account balance due was $
Per federal student aid program guidelines, federal student aid funds may only be used to pay for a student’s costs for the period for which the funds are providedA University may use current-year funds to satisfy prior award year charges for tuition and fees, room, or board for a total of not more than $A University may not pay prior-year charges in excess of $(Attachment B)
As noted in the University’s March 28, 2016, response, on March 28, 2013, at the end of your first academic year, your account balance due in the amount of $was a result of your unsuccessfully completed SOC course (Attachment C)At the end of your second academic year, your account balance due in the amount of $was a result of your prior academic year balance for your unsuccessfully completed SOC course (Attachment C)Please note, $of your second academic year financial aid was applied to your first academic year balance, in accordance with federal student aid program guidelines
At the end of your third academic year, your account balance due in the amount of $was a result of your prior first academic year balance for SOC (Attachment C)
At the end of your fourth academic year, your account balance due in the amount of $was a result of your prior first academic year balance (Attachment C)
On March 25, 2016, the University issued you excess funds in the amount of $for your fourth academic year (Attachment C)Following issuance of the excess funds, the balance due in your fourth academic year remained the $from your first academic year balance due (Attachment C)
The investigation reveals that your account balance due in the amount of $is accurate
The University and its employees strive to provide excellent student services and an excellent learning experienceIf you have any additional questions, please feel welcome to contact me at*** *** *** *** ** ** ***
Sincerely,
*** *** **
Student Complaint, External Relations Specialist
for Ashford University
Encls/3/ Attachment A, March 28, 2016, Response
Attachment B, FSA Handbook Prior-Year Charges
Attachment C, Ledger Card
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Has Ashford University looked at any phone conversations? Again, I absolutely did speak with *** *** via telephone and told him the exact date Ashford would receive payment! You mentioned that it is Ashford's policy to NOT gain a signed contract until after you receive payment. How can one go about a legal binding agreement without the terms and signatures gathered first? You could have just completely disregarded that as you do everything else. Nobody cares about all the phone conversations. You are only hung up on the email communications. When an agreement is made, that is when a contract with terms should be sent. Not after a payment is received. Would you buy your car and make a payment before having the signed contract outlining the terms? Would you buy your home and start making payments before you get a contract? I don't think so. If this is your policy, then that is just one more thing Ashford does to set students up to fail. Anywhere from talking them into programs that don't fit there needs, the constant turn over rate you have, and disregarding and phone contact. *** *** knew the exact date Ashford would receive money in their hands. That is when *** *** should have sent me a contract to sign when he became aware of that exact date!
Regards,
*** ***
March 12,
*** ***
*** *** *** *** **
** *** ** ***
Dear *** ***
On February 26, 2015, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com) (see Attachment A)In that complaint, you indicated
concerns regarding the Alumni Tuition Grant and your 1098-TThe concerns presented in your Revdex.com complaint mirror those previously addressed by the University through the Dispute Resolution Procedure for Student Complaints (see Attachment B)By telephone on February 24, 2015, you and I discussed the University’s resolution of your concerns and you indicated to me that your concerns were resolvedOn March 3, 2015, I sent you a detailed email message regarding my research into your concerns and the University’s resolution (see Attachment C)
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experienceIf you are unsatisfied with the outcome of your concerns, or have any additional concerns regarding your enrollment, please contact me directly at *** *** *** *** ** ** ***
Sincerely,
*** ***
Student Conflict Advising Manager
for Ashford University
Encls/3/ Attachment A, Revdex.com Complaint
Attachment B, SDR Submission Form
Attachment C, University Response (w/ enclosures)
March 10, 2017Dear MsPassick,Thank you for the opportunity to respond to Mr***’s complaintIn his complaint which you forwarded to Ashford University on March 1, 2017, Mr*** appears to take issue with Ashford’s communications to him regarding his reenrollment at Ashford and the balance
owed on his account from his previous enrollmentMr*** proposes as his desired settlement that “Ashford University should treat all students with respect on the phone or a physical interaction...Ashford University should give a clear explanation to all students, but I did not get a clear explanation from most workers at Ashford.”Mr*** successfully completed one Academic Year (AY) at Ashford University(Exhibit 1) Mr*** was unsuccessful in his first course of his second AY at Ashford and subsequently withdrew from the University, apparently to enroll at *** *** *** (***)Mr***’s withdrawal obligated the University to complete a Return of Title IV Funds (R2T4) calculation, whereby it was determined that Mr*** had not earned 100% of his awarded financial aidTherefore the University refunded $6,in loans and Pell Grant funds to the Federal Student Aid program(Exhibit 1)As is evident in Exhibit 2, the University informed Mr*** on multiple occasions regarding the account balance created by his unsuccessful course in AY-and the collection effort associated with this outstanding balanceFurthermore, when Mr*** expressed an interest in returning to Ashford, University representatives explained the financial consequences of returning during the loan period he had established at *** versus waiting for that loan period to lapse prior to returning to Ashford.My review of Mr***’s student file revealed that University personnel made multiple attempts to help Mr*** understand his reenrollment options as well as the financial consequences of his decision to withdraw and the timing of his reenrollment at AshfordAdditionally, the University notified Mr*** of his outstanding balance no less than eight (8) times between November of and February of 2017.Please let me know if I may be of further assistance.Best regards,*** ***Exhibits:1) Student Ledger Card 2) Communications re: account balance
I am attaching the Financial sheets with the charges and credits from my time at AshfordIt is broken out into sections, which are labeledAs you can see, the first session was taken care of completely before Ashford then refunded themselves grant money (for which did not go towards any classes
out of the second session)The second section shows what it should look like and be at with the third section showing all of the additional charges including the "refund" that Ashford gave themselvesAlso attached is the information regarding the markups from the Professor and in the separate document you can see the paper and the Originality Check (that is actually performed with the software that Ashford uses on the homework submittalBelow are the discrepencies between the software check and the professor's check. Week Waypoint 25%/Professor 39%Week Waypoint 2%/Professor 79%Week Waypoint 3%/Professor 45%
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.If all of this is trueThen why would they send me a direct deposit to my bank account for $on March 27, 2016? If I owed them dollars would they not keep that money to pay for the amount owed?Regards,*** ***
June 17,
*** ***
*** *** *** ***
*** ** ***
Dear *** ***
On April 6, Ashford University (University) received the complaint you filed at the Revdex.com (Revdex.com) regarding your account balance due and referral to an external collection agency. On April 30, the University responded to that complaintOn May 4, the University received your second complaint regarding the same concernsOn May 15, the University responded to your second complaint. On May 27, 2015, the University received your third complaint regarding the same concerns. On May 29, 2015, the University responded to your third complaintOn June 5, 2015, the University received your fourth complaint regarding the same concernsIn your fourth complaint, you state the following:
Ashford University continues to mention email communication. I spoke with *** *** several times verbally, by telephone(between your mentioned dates and after those dates) [sic] I told *** *** an exact date of when Ashford would receive a payment. He gladly accepted that date specifiedI was then turned over to collections less than two weeks prior to that date. It absolutely would have been Ashford’s responsibility to enter in a written contract with me after several emails…AND phone callsI have made so many attempts to work this out with Ashford, and you want to discount all verbal communications. As soon as *** *** knew the month, he should have sent me a contract. He had opportunity [sic] from the last email exchange you show and opportunity after our phone conversationsThere was opportunity several times in between.
As stated in the University’s April 30, response, following your withdrawal, the University Collections Department notified you of your account balance due and the need to make repayment arrangements at least seven (7) times, from December 27, to July 6, 2012.
On May 24, *** *** advised you to call him to start a repayment plan as soon as you could make an initial payment of $159.52. *** *** also stated that as long as the University still held the account, meaning that as long as your account was still with the University Collections Department, he could assist you with repayment plan options.
Per University policy, once an initial payment has been made on a payment plan, the internal Collections Department will send out the payment plan agreement for the student to confirm with a signature
As previously stated, during this timeframe the University continued to send you notices indicating that your account balance due would be referred to an external agency if a repayment agreement was not completedThe investigation did not reveal information to show that you set up a repayment arrangement between May 24, and July 6, 2012. The investigation did not reveal information to show that you contacted *** *** and agreed upon a date for your first payment to be made prior to the referral of your account to an external collection agencyThe information did not show that you made an initial payment on a payment plan with *** *** which would trigger the University to send you a payment plan agreement for you to confirm with a signature
In accordance with University policy, on July 6, 2012, your account was referred to external collection agency *** * ***
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss this matter further, please contact me at *** *** *** *** or at ***
I wish you all the best in your future endeavors
Sincerely,
*** *** **
Student Grievance Resolution Administrator
for Ashford University
May 22, [redacted] Dear [redacted] On April 30, Ashford University (University) received a copy of your complaint filed at the Revdex.com (Revdex.com) The University referred the complaint to the Office of Student Grievance Resolution to address your concerns through the formal grievance processIn your complaint, you allege the following: “I started classes here in August of I signed up for financial Aide [sic] and now they keep calling me and emailing me saying that I owe them money because I withdrew from my classesHowever I called them a couple of months ago and told them that I had a daughter that started having seizures and I was back and forth to the dr with her and also I had a son that had two surgeries in a month time frameThe guy that I spoke with was very rude his name was [redacted] He would not let me speak with a supervisor and he hung up on meI also explained that I am a single mother of and can not [sic] afford to play 6,000.” The University conducted an investigation of your concernsThe following information details the findings of the investigation Federal Student Aid Verification Per the University’s Academic Catalog, the federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the Free Application for Federal Student Aid (FAFSA)The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitledA subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment A) If a student is selected for verification, the Financial Aid Office notifies the student of required documentationThe student (and parents(s) of dependent students), are required to provide appropriate and legible supporting documents to the Financial Aid OfficeDepending on the category selected, one or more of the following documents may be requested: Verification Worksheet; IRS Tax Return Transcript or use of IRS Data Retrieval Process; Documentation of Supplemental Nutrition Assistance Program (SNAP), if applicable; Documentation of child support paid, if applicable; Documentation of other untaxed income, if applicable; Verification of high school completion (or equivalent), if applicable; and Identity and Statement of Educational Purpose, if applicable (Attachment A) Please note that additional documents may be requested at the Financial Aid Office’s discretionParticipation in the verification process is not optional (Attachment A) On August 11, you completed and submitted your 2014-FAFSA On September 9, you began your first course in your Associate of Arts in Early Childhood Education degree program, EXP Between September 10, and November 13, the University’s Financial Services department notified you by telephone and e-mail message that your W-2’s and the Verification of Household Resources Independent Worksheet were needed in order for you to be packaged for financial aid funds for your first academic year On October 22, Financial Services Re-entry Specialist [redacted] told you that you could not be packaged for financial aid funds until your W-2’s and the Verification of Household Resources Independent Worksheet were submittedIn the same conversation, you asked [redacted] if you would owe an out of pocket expense for tuition and fees incurred and [redacted] told you that the University was trying to collect the documents from you so you would not owe an out of pocket expense On November 20, a University Financial Services Advisor notified you that your Verification of Household Resources Independent Worksheet that you submitted was missing your signatureYou were advised to sign and resubmit the document On December 2, Financial Services Advisor [redacted] notified you that the Verification of Household Resources Independent Worksheet was completed incorrectly and it was still needed in order for you to be packaged for financial aid funds [redacted] also told you that your W-2’s were still needed and that once you obtained the documentation you could send them directly to him for processingOn December 8, the University‘s Financial Aid Office approved your W-2’s Between December 11, and March 5, the University’s Financial Aid Office continued their efforts to contact you by telephone and e-mail message to retrieve the Verification of Household Resources Independent Worksheet from you in order for you to be packaged for financial aid funds for your first academic year On March 7, you were administratively withdrawn from the University for failure to meet the attendance requirements The investigation did not reveal that you submitted the Verification of Household Resources Independent WorksheetTherefore, you were not packaged for financial aid funds for your first academic yearAs you were not packaged for financial aid funds for your first academic year, you incurred an out of pocket expense for tuition and fees in the amount of $(Attachment B) Name of Course Dates of Course Cost of Course EXP 9/9/– 10/13/ $ PSY 10/14/– 11/17/ $ ENG 11/18/– 12/22/ $ ENG 1/6/– 2/9/ $ INF 2/3/– 3/9/ $ Total Cost of Tuition and Fees: $ Personal Hardships Students at the University who are experiencing a medical hardship have the option to request an Academic Leave from their courses (Attachment B)In the case where a medical hardship takes place during the course(s), students may submit a Tuition Credit Request (TCR) to receive credit for the cost of the course(s) (Attachment C)In the case of a TCR, the hardship must have unexpectedly occurred during the course and directly impacted the student’s ability to continue in the course or program during the timeframe in which the course occurred (Attachment C) Between September 9, and February 19, you successfully completed two (2) courses and unsuccessfully completed three (3) courses in your fist academic year During this time, from November 18, to December 22, you unsuccessfully completed your first attempt at ENG with an earned grade of “F.” On December 31, Student Advisor [redacted] notified you of your unsuccessful grade in your ENG course On January 1, [redacted] asked you about your most recent course gradeIn the same message, [redacted] advised you that if you received an unsuccessful grade due to an unexpected life circumstance and/or family emergency to contact her to discuss possible optionsOn the same day, you responded to [redacted] and told her that you were experiencing several family issues with your childrenOn January 5, [redacted] left you a voicemail message and sent you an e-mail message that notified you that she had been out of the officeOn the same day, you told [redacted] that that you had been trying to reach her about your previous ENG course and the paymentOn January 7, [redacted] notified you that she wanted your specific weekly availability to set up a telephone appointment [redacted] attempted to reach you by telephone that same day and left you a voicemail message On January 6, you began your second attempt at ENG On January 23, [redacted] issued you an attendance warning notification as you had not met the University’s attendance requirementsOn January 26, Readiness Advisor [redacted] notified you that if you did not post attendance in your course by January 31, you would be withdrawn due to the University’s attendance policyIn the same e-mail message, [redacted] asked you if you needed to request a break for your courses The following day, on January 27, 2015, you told [redacted] that you wanted to withdraw from your second attempt at ENG [redacted] advised you of the 50% course charge as you had posted attendance in week two (2) of the course and she told you to stop posting attendance in the course [redacted] additionally advised you of the third consecutive unsuccessful grade policy [redacted] also sent you the steps to take to complete the Tuition Credit Request form in your Student PortalOn the same day, you told [redacted] that you had difficulty access the Tuition Credit Request Form On January 28, you submitted an Academic Leave Request and it was approved on the following dayOn January 31, you were withdrawn from your course and earned a grade of “W.” On February 2, [redacted] told you to try a different internet browser to access the Tuition Credit Request formOn the following day, [redacted] asked you if you were able to access the formOn the same day, you told [redacted] that you were trying to submit the form but the form required documentationOn February 4, [redacted] told you that supporting documentation would be beneficial for consideration of your Tuition Credit Request On February 3, you began your INF courseOn February 19, you told [redacted] that you were having difficulty and may need to withdraw from your courseOn February 23, you asked if you could change to a different courseOn February 26, [redacted] advised you that INF was required for all degree programs On March 3, you told [redacted] that you wanted to change your degree programOn the same day, [redacted] advised you of the steps to change your degree program and she also told you that three (3) consecutive unsuccessful grades will result in dismissal from the University On March 7, [redacted] notified you that you were withdrawn from the University due to not meeting the University’s attendance policy Your last day of recorded attendance at the University was February 19, The investigation did not reveal that the University received a Tuition Credit Request form or documentation of your personal hardship during your enrollment Dismissal Per University policy, students who earn three consecutive unsuccessful grades at the University will be academically dismissedUnsuccessful final grades include the following: F, W, WF, or in an Introductory, General Education Competency, or General Education Capstone course, D+, D, or D- (Attachment D) On March 11, the University Registrar notified you that you had been dismissed from the University due to three (3) consecutive unsuccessful grades On March 17, you asked [redacted] if you could change your degree programOn the same day, [redacted] told you that you had been dismissed from the University The investigation revealed that you were dismissed from the University in accordance with University policy Conclusion Based on the above noted facts, the University will credit your student account balance due in the amount of $3470, which represents the cost of tuition and fees associated with your attempts at ENG and INF This will reduce your student account balance due to $2790, which you are responsible for setting up a repayment arrangement for It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at [redacted] I wish you all the best in your future endeavors Sincerely, [redacted] Student Grievance Resolution Administrator for Ashford University Encls/5/ Attachment A, Financial Aid Verification Attachment B, Ledger Card Attachment C, Tuition Credit Request Attachment D, Dismissal Attachment E, Presidential Appeal Policy *Attached and in the 2014-Academic Catalog you will find information about the Presidential Appeal Policy
Good morning, Please see attached the requested completed form for Ashford University release of recordsPlease note, I have also sent a signed copy to Ashford University to ensure that they are able to release all records to the Revdex.com as neededPlease contact me as soon as possible art [redacted] with any questions or concernsThank you kindlyYours, [redacted]
July 27, [redacted] Re: Revdex.com Complaint Number [redacted] Dear [redacted] On July 10, 2015, Ashford University issued a written response to your May 22, Revdex.com (Revdex.com) complaintThe information contained in that written response is attached and incorporated herein by reference On July 14, 2015, the University received the rebuttal statement you submitted to the Revdex.comThe University’s review of that rebuttal statement did not find any new information that was not previously addressed by the University in its July 10, written responseRegarding your allegation that your academic performance in course MAT 222, Intermediate Algebra, was affected by the University’s processing of Verification for Federal Student Aid Eligibility, please note the University’s Tuition Refund policy does not include a tuition refund provision for students who unsuccessfully complete a course and later request a refund based on allegations of delayed administrative processing, including financial aid and verificationIn addition, the findings of the investigation did not reveal the University failed to adhere to its procedure for Verification for Federal Student Aid EligibilityAccordingly, the University does not grant your resolution request to credit your student account If you would like to discuss this matter further, please contact me directly at [redacted] ***or at [redacted] Sincerely, [redacted] Student Conflict Advising Manager for Ashford University Encl University Response dated July 10,
DATE \@ "MMMM d, yyyy" August 10, 2016 [redacted] Dear ***... [redacted] On July 13, 2016, Ashford University (University) received your complaint filed with the RevDex.com (BBB). Within that complaint, you alleged the following: I transferred from Ashford to another university. I was notified by my current university that I needed my transcripts sent over from Ashford. I cannot access my account because of the holds. I called and was told that I owe Ashford 12, 855.14 and this amount has to be paid in full. I asked to have a copy of my ledger card and they emailed it to me. After reviewing it I do not understand where they are getting this amount from. My loans are from the government and are therefore a debt until I graduate from college. After graduation I am allowed six months before I have to start repayment of my loans to the government. I do not pay Ashford directly because my loans come from the government. No one has been able to tell me where these charges come from expect that I did not pass three of the seven classes I was taking. My understanding is that if I would have stayed with Ashford and after graduation I would still owe them money which isn’t true. When they sent my loans back to the government the government sent those loans to my current university. I shouldn’t have any balance with Ashford. In your complaint, you listed the following as the resolution you seek: “I would like to see this balance adjusted to the correct amount which should be zero.” The following information details the findings of the investigation and addresses your resolution request. On June 10, 2015, you completed, electronically signed and submitted the University's online application for admission (OAP) to the Bachelor of Arts in Early Childhood Education degree program. In signing this agreement, you acknowledged that you had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (University Catalog) (Attachment A). Regarding your student account Students who attend the University using the online format receive financial aid on a non-term based schedule. At the University, non-term based programs have an academic year that is not defined by the calendar year. Instead, the academic year is specific to each student, and the academic year for an undergraduate student is defined as to when the student successfully completes eight (8) courses totaling twenty-four (24) units within the forty (40) weeks of instructional time (Attachment B). There are two payment periods in each academic year. Under the non-term based system, student s should receive their first financial aid disbursement on or after the start of their first course. After students earn twelve (12) credits and begin their fifth course, they are eligible to receive their second disbursement of financial aid. The student must complete four (4) courses successfully and begin the fifth course before they become eligible to receive their second disbursement (Attachment B). Competency courses that are not completed successfully must be repeated and may impact the overall cost of attendance. In short, the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year. The University’s 2014-2015 Academic Catalog states the following regarding Verification for Federal Student Aid Eligibility: The federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the FAFSA. The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitled. A subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment C). The student (and parent(s) of dependent students), are required to provide appropriate and legible supporting documents to the Financial Aid Office. Depending on the category selected, one or more of the following documents may be requested: Verification Worksheet; IRS Tax Return Transcript or use of IRS Data Retrieval Process; Documentation of Supplemental Nutrition Assistance Program (SNAP), if applicable; Documentation of child support paid, if applicable; Verification of high school completion (or equivalent), if applicable; and, Identity and Statement of Educational Purpose, if applicable. Please note that additional documents may be requested at the Financial Aid Office’s discretion (Attachment C). On July 1, 2015, the University received an Institutional Student Information Report (ISIR), which indicated a selection for verification. (Note: An ISIR contains processed student information reported on the Free Application for Federal Student Aid (FAFSA), as well as key processing results and National Student Loan Data System (NSLDS) financial aid history information. ISIRs are sent electronically to schools by the Central Processing System (CPS)). The University’s Financial Aid Office told you that you needed to submit the requested documents, including your 2014 Tax Transcript and your parents 2014 Tax Transcript. From July 28, 2015, to March 28, 2016, you successfully completed four (4) courses and unsuccessfully completed three (3) courses. Tuition and fees posted to your student account in the total amount of $10,010.49. During this time, you submitted all requested documents to complete the verification process and the University approved the submitted documents on September 29, 2015. Between October 6, 2015, and January 19, 2016, financial aid funds were disbursed to your student account in the total amount of $14,297. On January 26, 2016, the University issued you credit balance funds in the total amount of $2855.14, bringing your student account balance to zero (Attachment D). On February 3, 2016, the University received an updated ISIR, which also indicated a selection for verification. On various dates between February, 17, 2016, and March 3, 2016, a University Financial Aid Office representative told you that you needed to submit a Student Statement to clarify your parent’s household size because you were a dependent student. On March 4, 2016, because you did not submit the requested Student Statement to complete verification, the University’s Financial Aid Office returned financial aid funds to the Federal Student Aid Program in the total amount of $14,297 (Attachment D). Your student account balance due at the end of your first academic year was $12,865.63 (Attachment D). On August 9, 2016, the Financial Aid Office determined that its February/March 2016 request for additional verification documents from you was not needed as the documentation you had previously provided was sufficient to complete verification. Conclusion Based on the above, the University regrets any inconvenience caused by the refund of federal financial aid from your student account. The University will credit your student account the amount of $8572.99, which represents the amount of financial aid applied toward successfully completed courses and credit balance funds earned during your enrollment. You are financially responsible for the remaining balance due in the amount of $4292.64, which represents the cost of tuition and fees for the three (3) unsuccessfully completed courses. Please note that the amount owed to the University is separate from your federal student loans. You are encouraged to contact Collections Specialist [redacted] at Department at [redacted] or [redacted] to discuss repayment options. It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to further discuss this matter, please contact me at [redacted] or at [redacted] I wish you all the best in your future endeavors. Sincerely, [redacted] Student Dispute Resolution Specialist III for Ashford University Encls. /4/ Attachment A OAP Attachment B Financial Aid Policy Attachment C Verification Policy Attachment D Ledger Card
Dear [redacted] I hope all is well The student’s concerns mirror similar concerns that the student had filed with a separate agencyThe University responded to that agency in writing, and that response is attached for your review We attempted to upload this via the complaint system, but the attachment is too largeCould you please confirm that you received this? Thank you! [redacted] J.D./DIRECTOR OF STUDENT GRIEVANCE RESOLUTION
May 29,
*** ***
*** *** *** ***
*** ** ***
Dear *** ***
On April 6, Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com). On April 30, the University responded to your complaint regarding your account balance and the referral to external collections On May 4, the University received your second complaint regarding the same concernsOn May 15, the University responded to your complaint regarding the same concerns. On May 27, the University received your third complaint regarding the same concerns
Please note, the University did not provide a repayment plan agreement to you because per *** *** May 24, email, he told you that once you were ready to make a payment, to contact him and he would set up the repayment agreement. *** *** advised you that as long as the University held the account, he could assist you. As stated in both the April 30, and May 15, University response letters, the investigation did not reveal communication from you to the University regarding your balance due from May 24, to July 6, to set up a repayment arrangement
On July 6, following several contact attempts by the University, including notifying you that failure to set up repayment arrangements may result in a referral of your account to an external agency, your account was referred to an external agencyThe University did not receive a phone call in which you stated you were ready to make a payment and ready to set up a repayment arrangement prior to the referral
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at *** *** extension *** or at ***
I wish you all the best in your future endeavors
Sincerely,
*** *** **
Student Grievance Resolution Administrator
for Ashford University
Encls/2/ Attachment A, April 30, Response
Attachment B, May 15, Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My complaint against the University also remains the same. *** *** completely disregarded a verbal conversation where I stated to him the exact date Ashford University would receive a payment. When I notified *** *** of that date, Ashford University should have sent a contract outlining the agreement. Instead, this University turned against me. This proves over and over that Ashford University does not care about their students. You claim to care and want to assist, but yet, when a verbal agreement is made, Ashford does not respect that agreement. Rather than wanting to resolve an issue and meet me half way, at the very least, Ashford University continues to disregard any and all contact that I made and hold me back from finishing my degree. I get so many emails from you people wanting to help manage student loans. Don't worry about my student loans. Why care about that? You should care to want to help but every conversation I have ever had with Ashford is refused. If and when I am able to resolve my balance, without your acknowledgement and willingness to work with me, I completely expect my transcript to be immediately sent to me!
Regards,
*** ***
Hello *** We’ve received another rebuttal from this student, however our position remains the same based on our findingsWe will continue uploading our original response to the system. Thank you, *** ** *** *** / DIRECTOR OF STUDENT GRIEVANCE RESOLUTIONAshford University / Technology Changes EverythingSM////////////////////////////////////////////////////////////////////...⇄ * *** *** * ***
August 18, Dear Ms***, Thank you for the opportunity to respond to Mr*** complaintIn his complaint which you forwarded to Ashford University on August 10, 2017, Mr*** stated: I was attending ashford university which is located in San Diego California from 02/04/
until 05/20/I live in Georgia and I decided to leave the school because I felt that I wasn't going to be able to become a teacher with that degree that I was obtainingWhen I spoke to my advisor at ashforduniversity and told her that I was deciding to leave she was asking me was there anything that they can do or change to get me to stay at their school and I told her noSo I then started to attend another school ilthat is located in Georgia by the name of *** universitywhen I spoke with my advisor at ashford univerity and informed her that I have decided to attend another school she said that it was going to effect my financial aid going from school to schoolWhen I left they didn't tell me anything about me having a balance on my account but now that I decided to go to another school that's when they said that I own them a balance of 1,dollars and they said I have to pay that in order for them to release my final transcript to *** univerity also in order for me to start at *** university for the fall semester*** univerity will need my final transcript from Ashford universityThey dropped my grades /gpa were I wouldn't be able to continue getting the hope scholarship and they took all my money that I was receiving from financial aidThen they said that I didn't have enough finical aid to cover my schooling at the time that I attending and I asked them where was all my money going and they couldn't give me an answerI was thinking if I don't have enough money to pay for school then why are y'all sending me a refundwhen I finally received my refund it was only $All I want from this is for them to give me all my final transcript and all of my money that I spent going there Mr*** proposed the following resolution: I want them to give my final transcript and all my money back that I paid to the schoolThe Federal Student Aid Program requires academic institutions to conduct a Return of Title IV Funds (R2T4) calculation within forty-five (45) days after a student withdraws from attendanceThis R2Tcalculation enables the academic institution to determine what portion of his or her financial aid the student has earned during a particular loan periodThe unearned portion must be returned to the Federal Student Aid ProgramUpon Mr*** withdrawal, the University followed the required process described above and determined that the following funds were required to be returned to the Federal Student Aid Program: 1) $2,in Direct Subsidized Loans, 2) $1,in Pell Grant funds, and 3) $in Direct Unsubsidized LoansThe required return of these funds resulted in a balance of $1,on Mr*** student ledger card (Exhibit 1)Additionally, Mr*** student ledger card establishes that the University properly applied his financial aid funds to tuition, fees, and charges associated with his degree programAlthough I have determined that the University followed regulations established by the Federal Student Aid Program, as a gesture of goodwill the University will forgive the balance currently remaining on Mr*** student ledgerPlease allow at least ten (10) business days for this account adjustment to be processed, at which time Mr*** is free to request his official transcript from the University RegistrarPlease let me know if I may be of further assistanceBest regards, *** *** Exhibits: Student Ledger Card
The Student ID and Five Digit Identifier on Ashford's Authorization Form is filled out N/A
The reason is I was not a student with AshfordI never enrolled with Ashford/Bridgepoint
I can not complete that portion of the form
October 14,
*** ** *** *** *** *** *** *** ** ***
Dear *** ***
On September 7, 2016, Ashford University (University) received your complaint filed at the Revdex.com (Revdex.com)On September 27, 2016, the University responded to that complaint and provided you and the Revdex.com a copy of the written responseOn October 5, 2016, the University received your rebuttal complaintThe concerns listed in your rebuttal complaint mirror the concerns stated in your September 7, 2016, complaintThese concerns were addressed in the aforementioned written response of September 27, and the University has no further information to provide regarding that matter
In regard to your concerns related to external collection agency *** *** *** returning the account balance due to Ashford University, University record does not indicate that the balance due was returned and the University does not intend to recall the balance due
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experienceIf you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at *** *** *** ***, or at ***
I wish you all the best in your future endeavors
Sincerely,
*** ***
Student Dispute Resolution Specialist II
for Ashford University
Dear Mr***,
Based on a review of your rebuttal, the University
determined that you did not present any new information that requires further
investigation or responseHowever, as a gesture of good will, the University will
credit your student account balance due in the amount $177.90, bringing your
balance due to zeroPlease allow two to four weeks for the adjustment to
reflect on your student account
Sincerely,
*** *** MPsy.
/ Student Dispute Resolution
Facilitator III
for Ashford University / Defining the modern college
experienceSM
///////////////////////////////////////////////////////////////////////////
P / 866.974.5700 X /
*** F /877.286.7711
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. No. I am owed a refundDoes Ashford stand behind their education? Clearly not! I will not pay for classes that were a waste of Time and MoneyI left the *** *** a message and emailed herI never recieved a responseAshford can do the right thing and refund the money or cancel all bills that they claim I owe themI will accept the refund or cancelling any outstanding Money owed by me to AshfordThanks Revdex.com for your help!Regards,*** ***
April 12, 2016*** ** *** *** ** *** *** ** ***
Dear *** ***
On March 1, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com) regarding your account balance dueOn March 28, 2016, the University responded to that complaint (Attachment A)On April 5, 2016, the University received your second complaint regarding similar concernsWithin your April 5, 2016, complaint, you stated you were unsure why the University would send you excess funds in the amount of $when your account balance due was $
Per federal student aid program guidelines, federal student aid funds may only be used to pay for a student’s costs for the period for which the funds are providedA University may use current-year funds to satisfy prior award year charges for tuition and fees, room, or board for a total of not more than $A University may not pay prior-year charges in excess of $(Attachment B)
As noted in the University’s March 28, 2016, response, on March 28, 2013, at the end of your first academic year, your account balance due in the amount of $was a result of your unsuccessfully completed SOC course (Attachment C)At the end of your second academic year, your account balance due in the amount of $was a result of your prior academic year balance for your unsuccessfully completed SOC course (Attachment C)Please note, $of your second academic year financial aid was applied to your first academic year balance, in accordance with federal student aid program guidelines
At the end of your third academic year, your account balance due in the amount of $was a result of your prior first academic year balance for SOC (Attachment C)
At the end of your fourth academic year, your account balance due in the amount of $was a result of your prior first academic year balance (Attachment C)
On March 25, 2016, the University issued you excess funds in the amount of $for your fourth academic year (Attachment C)Following issuance of the excess funds, the balance due in your fourth academic year remained the $from your first academic year balance due (Attachment C)
The investigation reveals that your account balance due in the amount of $is accurate
The University and its employees strive to provide excellent student services and an excellent learning experienceIf you have any additional questions, please feel welcome to contact me at*** *** *** *** ** ** ***
Sincerely,
*** *** **
Student Complaint, External Relations Specialist
for Ashford University
Encls/3/ Attachment A, March 28, 2016, Response
Attachment B, FSA Handbook Prior-Year Charges
Attachment C, Ledger Card
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Has Ashford University looked at any phone conversations? Again, I absolutely did speak with *** *** via telephone and told him the exact date Ashford would receive payment! You mentioned that it is Ashford's policy to NOT gain a signed contract until after you receive payment. How can one go about a legal binding agreement without the terms and signatures gathered first? You could have just completely disregarded that as you do everything else. Nobody cares about all the phone conversations. You are only hung up on the email communications. When an agreement is made, that is when a contract with terms should be sent. Not after a payment is received. Would you buy your car and make a payment before having the signed contract outlining the terms? Would you buy your home and start making payments before you get a contract? I don't think so. If this is your policy, then that is just one more thing Ashford does to set students up to fail. Anywhere from talking them into programs that don't fit there needs, the constant turn over rate you have, and disregarding and phone contact. *** *** knew the exact date Ashford would receive money in their hands. That is when *** *** should have sent me a contract to sign when he became aware of that exact date!
Regards,
*** ***
March 12,
*** ***
*** *** *** *** **
** *** ** ***
Dear *** ***
On February 26, 2015, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com) (see Attachment A)In that complaint, you indicated
concerns regarding the Alumni Tuition Grant and your 1098-TThe concerns presented in your Revdex.com complaint mirror those previously addressed by the University through the Dispute Resolution Procedure for Student Complaints (see Attachment B)By telephone on February 24, 2015, you and I discussed the University’s resolution of your concerns and you indicated to me that your concerns were resolvedOn March 3, 2015, I sent you a detailed email message regarding my research into your concerns and the University’s resolution (see Attachment C)
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experienceIf you are unsatisfied with the outcome of your concerns, or have any additional concerns regarding your enrollment, please contact me directly at *** *** *** *** ** ** ***
Sincerely,
*** ***
Student Conflict Advising Manager
for Ashford University
Encls/3/ Attachment A, Revdex.com Complaint
Attachment B, SDR Submission Form
Attachment C, University Response (w/ enclosures)
March 10, 2017Dear MsPassick,Thank you for the opportunity to respond to Mr***’s complaintIn his complaint which you forwarded to Ashford University on March 1, 2017, Mr*** appears to take issue with Ashford’s communications to him regarding his reenrollment at Ashford and the balance
owed on his account from his previous enrollmentMr*** proposes as his desired settlement that “Ashford University should treat all students with respect on the phone or a physical interaction...Ashford University should give a clear explanation to all students, but I did not get a clear explanation from most workers at Ashford.”Mr*** successfully completed one Academic Year (AY) at Ashford University(Exhibit 1) Mr*** was unsuccessful in his first course of his second AY at Ashford and subsequently withdrew from the University, apparently to enroll at *** *** *** (***)Mr***’s withdrawal obligated the University to complete a Return of Title IV Funds (R2T4) calculation, whereby it was determined that Mr*** had not earned 100% of his awarded financial aidTherefore the University refunded $6,in loans and Pell Grant funds to the Federal Student Aid program(Exhibit 1)As is evident in Exhibit 2, the University informed Mr*** on multiple occasions regarding the account balance created by his unsuccessful course in AY-and the collection effort associated with this outstanding balanceFurthermore, when Mr*** expressed an interest in returning to Ashford, University representatives explained the financial consequences of returning during the loan period he had established at *** versus waiting for that loan period to lapse prior to returning to Ashford.My review of Mr***’s student file revealed that University personnel made multiple attempts to help Mr*** understand his reenrollment options as well as the financial consequences of his decision to withdraw and the timing of his reenrollment at AshfordAdditionally, the University notified Mr*** of his outstanding balance no less than eight (8) times between November of and February of 2017.Please let me know if I may be of further assistance.Best regards,*** ***Exhibits:1) Student Ledger Card 2) Communications re: account balance
I am attaching the Financial sheets with the charges and credits from my time at AshfordIt is broken out into sections, which are labeledAs you can see, the first session was taken care of completely before Ashford then refunded themselves grant money (for which did not go towards any classes
out of the second session)The second section shows what it should look like and be at with the third section showing all of the additional charges including the "refund" that Ashford gave themselvesAlso attached is the information regarding the markups from the Professor and in the separate document you can see the paper and the Originality Check (that is actually performed with the software that Ashford uses on the homework submittalBelow are the discrepencies between the software check and the professor's check. Week Waypoint 25%/Professor 39%Week Waypoint 2%/Professor 79%Week Waypoint 3%/Professor 45%
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.If all of this is trueThen why would they send me a direct deposit to my bank account for $on March 27, 2016? If I owed them dollars would they not keep that money to pay for the amount owed?Regards,*** ***
June 17,
*** ***
*** *** *** ***
*** ** ***
Dear *** ***
On April 6, Ashford University (University) received the complaint you filed at the Revdex.com (Revdex.com) regarding your account balance due and referral to an external collection agency. On April 30, the University responded to that complaintOn May 4, the University received your second complaint regarding the same concernsOn May 15, the University responded to your second complaint. On May 27, 2015, the University received your third complaint regarding the same concerns. On May 29, 2015, the University responded to your third complaintOn June 5, 2015, the University received your fourth complaint regarding the same concernsIn your fourth complaint, you state the following:
Ashford University continues to mention email communication. I spoke with *** *** several times verbally, by telephone(between your mentioned dates and after those dates) [sic] I told *** *** an exact date of when Ashford would receive a payment. He gladly accepted that date specifiedI was then turned over to collections less than two weeks prior to that date. It absolutely would have been Ashford’s responsibility to enter in a written contract with me after several emails…AND phone callsI have made so many attempts to work this out with Ashford, and you want to discount all verbal communications. As soon as *** *** knew the month, he should have sent me a contract. He had opportunity [sic] from the last email exchange you show and opportunity after our phone conversationsThere was opportunity several times in between.
As stated in the University’s April 30, response, following your withdrawal, the University Collections Department notified you of your account balance due and the need to make repayment arrangements at least seven (7) times, from December 27, to July 6, 2012.
On May 24, *** *** advised you to call him to start a repayment plan as soon as you could make an initial payment of $159.52. *** *** also stated that as long as the University still held the account, meaning that as long as your account was still with the University Collections Department, he could assist you with repayment plan options.
Per University policy, once an initial payment has been made on a payment plan, the internal Collections Department will send out the payment plan agreement for the student to confirm with a signature
As previously stated, during this timeframe the University continued to send you notices indicating that your account balance due would be referred to an external agency if a repayment agreement was not completedThe investigation did not reveal information to show that you set up a repayment arrangement between May 24, and July 6, 2012. The investigation did not reveal information to show that you contacted *** *** and agreed upon a date for your first payment to be made prior to the referral of your account to an external collection agencyThe information did not show that you made an initial payment on a payment plan with *** *** which would trigger the University to send you a payment plan agreement for you to confirm with a signature
In accordance with University policy, on July 6, 2012, your account was referred to external collection agency *** * ***
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience. If you would like to discuss this matter further, please contact me at *** *** *** *** or at ***
I wish you all the best in your future endeavors
Sincerely,
*** *** **
Student Grievance Resolution Administrator
for Ashford University