In my response I noted that the University, as a gesture of goodwill, would forgive the $1,230 that Mr. [redacted] owes following his withdrawal from the University. This would leave Mr. [redacted] with a balance of zero and enable him to obtain his transcript as he pursues his studies elsewhere. Today, I received notice from the Revdex.com that Mr. [redacted] has rejected the University response. Does this mean that Mr. [redacted] is rejecting the University's offer to forgive his balance owed? Please let me know if that is the case as I will need to ensure that the processing of his student account adjustment is discontinued.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This school should not be allowed to hold students transcripts hostage, and charge them out of pocket money for the loans they were supposed to lend. Yes, another company had looked into this case as well, and it seems that no one is going to even try to get a solution that is best for the student. Ashford is a poor choice for a school, and I am paying for my mistake greatly. Regards,[redacted]
On July 9, 2015, Ashford University (University) received the complaint submitted to your office from University student, [redacted]. In his complaint, he stated that he had to withdraw from a class he attended when his father became ill in September,...
2014, and then passed away shortly afterward in late October, 2014. Mr. [redacted] alleged that he completed the appropriate paperwork so that he would not have to be financially responsible for the course, but that the University denied his request, contrary to University policy.
Mr. [redacted] seeks for the University to credit his account balance due in the amount of $1,374.49 which represents the costs associated with the course in question.
The University conducted an investigation of his concerns. The following information details the findings of the investigation.
Regarding Mr. [redacted]’s Tuition Credit Request
The course which Mr. [redacted] seeks the cost to be credited to his account is MGT 601 (The Functions of Modern Management) which began on September 23, 2014 and was scheduled to end November 3, 2014. He received a grade of “W” for the course, having dropped on October 23, 2014. This timeframe coincides with the time that Mr. [redacted] says his father became ill. As per the death certificate that Mr. [redacted] provided, his father passed away on October 31, 2014, which is one week after he dropped the course.
This would typically be grounds for approval as per University policy; however, the Tuition Credit Request form includes the following verbiage:
Requests for a tuition credit for courses where the last date of attendance is over 60 days from the date of submission must include additional documentation and explanation. The documentation/explanation must support why the form was not submitted within the 60 day timeframe. Forms received more than 60 days from the last date of attendance of the selected course without this documentation may cause delay in processing or possible denial of the request.
Mr. [redacted] submitted his Tuition Credit Request along with his father’s death certificate in June, 2015, which is eight (8) months after his last date of attendance. However, he did not include any documentation/explanation to support why the form was not submitted within the 60 day timeframe. Therefore, it was denied.
However, the University will credit the cost of the course to Mr. [redacted] as a gesture of goodwill. He can expect to see the credit reflected on his account with 6-8 weeks.
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 information contained in this letter, please contact me at (866) 475-0317 ext. [redacted], or at [email protected].*
Sincerely,
[redacted]Director of Student Grievance Resolutionfor Ashford University
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details
of the offer I reviewed appear below.
September 30, 2016
[redacted]
Dear [redacted]
On September 2, 2016 Ashford University (University) received your complaint filed at the Revdex.com
(Revdex.com). In that complaint, you alleged that:
• The balance due on your student...
account was a result of miscommunication or lack of communication on
the part of the University’s Financial Aid (FA) Office.
• Your VA benefits were denied by the University in your first Academic Year (AY).
In your complaint, you listed the following as the resolution you seek:
• The Transcript Hold to be removed for your student account.
• That your balance due on the student account “needs to be resolved”.
The University conducted an investigation of your concerns. The following information details the findings of the
investigation and addresses your resolution requests.
On July 15, 2015, you completed, electronically signed and submitted the University’s online application for
admission of the Bachelor of Arts in Healthcare Administration program (Attachment A). 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 online application for admission and the contents of the University Academic
Catalog.
In regard to the Balance Due on the Student Account
On July 8, 2015, the University’s FA office reviewed your National Student Loan Database System (NSLDS) report
and determined that you were in default of one or more FA loans.
On July 21, 2015, by telephonic conversation and email message, the University informed you that you would need
to submit a Veterans On-Line Application (VONAPP) and Satisfactory Loan Repayment Letter in order to utilize VA
and FA benefits.
The Military VA Plan requires that all tuition be paid on or before each course start date, with the exception of the first
60 days in the student’s first academic year. Under this plan, tuition payments are deferred for the first 60 days of
continuous enrollment in a degree program, regardless of when the student receives disbursement from the
Department of Veterans Affairs. Applicable fees are due on or before the start date of each course/term. Students are
responsible for paying Ashford University tuition and fees at the start of each course, unless there is
alternative,approved financial aid (Attachment B).
On July 22, 2015, by email message the University’s FA Office Representative informed you that you would need to
submit a “Satisfactory Loan Repayment and/or Paid-in-Full documentation as it relates to your FA packaging. The
2
same day your VA Advisor sent you an email message confirming the receipt off your 22-1990 confirmation. Based
on this confirmation, your VA Advisor informed you that you listed your father’s service dates and that Chapter 30
benefits are non-transferable. Your VA Advisor further stated “I will need a copy of the 22-5490 confirmation and your
father's VA file number (SSN) before I can submit your classes to the VA or award you our Military Grants.”
On August 4, 2015, you started the first course of your Bachelor of Arts in Healthcare Administration program.
On September 1, 2015, by email message your VA Benefits Specialist informed you had been electronically certified
with the Department of Veterans Affairs (VA) for four courses in accordance with your VA benefits.
On September 3, 2015, by email message the University’s FA Office requested that you submit the
Satisfactory Loan Repayment letter as it relates to your FA loans that were in default status.
Per the 2015-2016 Ashford University Catalog and federal policy, in order to be eligible for federal FA funding a
student must certify that no federal student loan is in a default status and no money is owed on a federal student
grant. Moreover, the student is responsible as an FA recipient to submit all required FA forms “accurately and
completely” (Attachment C).
On October 14, 2015, the University’s FA Office received a copy of your Satisfactory Loan Repayment Letter. That
letter reflected an agreement between you and the Federal Student Aid Program regarding rehabilitating your
defaulted student aid loan.
On October 26, 2015, telephonic conversation and email message, the University’s FA Office representative
informed you that if you want to utilize only Pell Grants, you would need to contact your Student Advisor and revise
your Institutional Application (IA) as well as your Primary Finance Option.
On October 27, 2015, you FA packaging was denied because you did not have “FA” or “Pell Grant” listed on your
Finance Options.
On November 19, 2015, by email message your VA Benefits Specialist informed you that he had contacted the VA
and they informed him that your Chapter 35 VA Benefits were denied in August 2015 and a letter was issued to you
by the VA informing you of the denial.
On November 23, 2015, by email message your Military Student Advisor provided you information on how to change
your Primary Finance Option to “FA”.
On December 8, 2015, by telephonic conversation, the University’s FA Office Representative informed you that you
would need to speak with your Student Advising staff in order to change your Primary Finance Option to “FA” in order
to utilize federal Financial Aid.
On December 28, 2015, by email message a Student Advisor sent you instructions on how to change your Primary
Finance Option and apply for federal FA funding.
On January 14, 2016, by email message a Financial Services Advisor sent you a “Payment Option Change Request”.
On January 19, 2016, by email message and telephonic conversation your Financial Services Advisor informed you
that your Primary Option Change Request was denied because your previous FA loans were in default status.
3
On June 3, 2016, by email message you informed your Accounts Receivable Coordinator that you would send your
Default Clearance Letter to her directly by email message. On that same date, by telephonic conversation your
Accounts Receivable Coordinator sent you instructions on how to change your Primary Finance Option to “FA”.
On June 8, 2016, by email message your Accounts Receivable Coordinator forwarded a letter to the University’s FA
Office on your behalf indicating your loans were in “deferment”.
On June 18, 2016, the University’s FA Office denied your FA packaging because you had not updated your Primary
Finance Option to “FA” yet.
On July 4, 2016, you completed your first Academic Year and this date also represents your Last Date of Attendance
at the University.
On July 5, 2016, by email message your Accounts Resolution Coordinator informed you that she received your
Primary Finance Option Change Request Form.
An investigation of your concerns revealed that you were denied Chapter 35 VA benefits by the VA, not the
University, and that you did not change your Primary Finance Option to “FA” until after the academic year completed.
This delayed submission of the updated Primary Finance Option Form directly contributed to the University’s inability
to award your financial aid, resulting in a shortfall final enrollment balance due in the amount of $10,043.
Conclusion
Based on the above, the University refutes your allegation that it denied your VA education benefits. The University
maintains that your federal financial aid was not awarded because a Primary Finance Option Change Request Form
was not timely received from you. The University acknowledges that some confusion may have existed regarding the
Primary Finance Option Change Request Form and regrets that this matter was not timelier resolved during your
enrollment. Based on these findings, the University will credit $5021.50 toward your student account balance due.
You will remain responsible for the resulting balance due in the amount of $5021.50. Please allow 2-3 weeks for the
adjustment to reflect on your student account.
Per University policy, there is currently a transcript hold on your student account as a result of the balance due on
your student account. The University encourages you to contact your Collections Specialist, [redacted], at
[redacted] or email [redacted] to discuss payment arrangements.
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 the outcome of this investigation, please contact me at
[redacted] or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Dispute Resolution Specialist III
for Ashford University
Encls. /4/ Attachment A University Application
Attachment B Military Veteran’s Benefits Plan
Attachment C Federal Student Aid Eligibility & Financial Aid Student’s Responsibilities
Attachment D Student Ledger Card
Dear Revdex.com,
The University stands by its original response, which provides a detailed explanation of the student's account balance due.
If the student can articulate the precise part(s) of the response she disagrees with, along with an explanation as to why, the University may be able to provide more information as necessary.
Thank you,
[redacted]Ashford University
Dear Ms. [redacted],Mr. [redacted] has engaged the University's Student Dispute Resolution Center (SDRC). His complaints are being addressed through the SDRC and its established procedures. I ask that the SDRC process be allowed to run its course and then, if Mr. [redacted] has any issues post-SDRC that he wants to bring to the Revdex.com I'll be happy to address those then.Best regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
All holds on the student’s account were removed several weeks ago and the student’s account balance is zero. There is nothing on the student’s account that would stop him from submitting an Official Transcript Request and for the University to process through its normal procedures.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I should be refunded the money spent for these courses at Ashford. There is no mention of a refund. Refund the money I spent for these classes.Regards,[redacted]
June 21, 2016
[redacted]
Dear Mr[redacted]
On June 10, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within your complaint, you stated that University representatives continued to contact you after you requested them not to. You stated the resolution you are seeking is for the University to cease contacting you, and for the University to provide a settlement for the telephone calls.
Per University policy, University representatives typically will reach out to prospective students approximately four (4) times per month. If a student does not request to be placed on the DNC list, or for no further calls, University representatives do not know not to call a prospective student.
Based on a review of University records, it does not appear you requested no further communication from the University.
On June 14, 2016, your contact information was placed on the Student No Further Action (SNFA) and Do Not Call (DNC) lists for the University. Therefore, the University will no longer contact you.
If you have any additional questions, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]Student Complaint, External Releations Specialistfor Ashford University
Good morning, Please see attached the requested completed form for Ashford University release of records. Please 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 needed. Please contact me as soon as...
possible art [redacted] with any questions or concerns. Thank you kindly. Yours, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The main issue has not been addressed, Creative Accounting or the use of accounting knowledge to influence the reported figures, while remaining within the jurisdiction of accounting rules and laws; thus, instead of showing the actual and truthful student account balance, reflecting what the Ashford University wants the student believe to be true. With the use of this creative account practice Ashford University is using an unorthodox 'massage parlor' technique in which to achieve a level of financial leverage over the student through misleading and misunderstood Ashford University accounting practice; which may not be intentional in nature yet ever present.
It is acknowledged that Ashford University offers two links to the student for financial information review, the running student ledger (account information) and the end of cycle statement (student card); which are in conflict as to the financial standing of the student (at the time of the original complaint). As one who has kept financial records on a business level, it is apparent that this conflicting balance due brings the motive and integrity of said account along with other items into question
: 1. Is the intent of said university to ‘double dip’ or obtain a double payment for educational instruction
2. If there is special limitations connected to any and all payments in behalf of a student, why were these limitations kept from the student prior to said dispute; other than a message via email concerning loan payment was applied to the account, which may or may not be entirely read at time of receiving said email notification 3. As the student has up to six months after graduation date to satisfy any and all amount in ‘short fall’, why the University does not allow a student to set up a ‘good faith’ payment plan to pay down any and all ‘short fall(s)’; within the solvent financial present condition of the student Regards,[redacted]
On September 7, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within this complaint, you alleged:
This...
company has charged me for loans that seem to have been falsified. The money that is considered my debt is left over from 3 loans of $1980, $1176, and $990. Ashford says that those loans were refunded to the servicer when I failed 2 courses. The US Dept of Education and the loan servicer, [redacted], have both said to me that they have no record of any loans originated in those amounts and no record of any refund. They do have record of 3 loans applied for on my behalf by Ashford, but originating in the amounts of $0, $0 and $562. Ashford has no record of these amounts and will not acknowledge them. I have called Ashford and complained, I have filled out their dispute form and been referred to their grievance center and promised to be contacted in the days following, with no such contact being made. I've tried to call them after that and been led to a voicemail message and no return call. This debt is now on my credit report as a debt owed after being sent to collection and they are withholding my transcript preventing me from gaining entrance to any other institution.
In your complaint, you listed the following as the resolution you seek:
“I would like this debt to be removed from my credit, my transcript to be released and this university/company to be investigated for their shady business practices.”
The following information details the findings of the investigation.
On August 30, 2012, you completed, electronically signed and submitted the University's online application for admission (OAP) to the Bachelor of Arts in Journalism and Mass Communication 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 (Attachment A).
Regarding Your Enrollment
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 when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks of instructional time (Attachment B).
There are two payment periods in each academic year. Under the non-term based system, students 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.
From September 18, 2012, to January 14, 2013, you successfully completed one (1) course and unsuccessfully completed two (2) courses during your first payment period (Attachment C). During this time, the University billed your student account a net total of $5,797.05; received and applied $1,733 in federal subsidized loan funds, $2970 in federal unsubsidized loan funds, $300 in federal supplemental educational opportunity grant funds, and $2,775 in Pell grant funds. On December 4, 2012, per federal regulation, the University issued $1,418.72 of credit balance funds directly to you (Attachment D). January 21, 2013 was your last date of recorded attendance at the University because you did not adhere to the University’s Attendance Policy (Attachment E).
The University’s 2012-2013 Academic Catalog states that upon withdrawal from a degree program, the University must complete a Return of Title IV Funds (R2T4) calculation to determine how much aid the student earned while enrolled and how much aid must be returned to the Federal Student Aid Program (Attachment F). The portion of Title IV funds a student is allowed to retain is calculated on a percentage basis by comparing the total number of days completed before the student withdrew from the program to the total number of days in the payment period (Attachment F).
On February 4, 2013, the University’s Financial Aid Office completed the R2T4 calculation and determined that you did not earn all of your 2012-2013 subsidized and unsubsidized loan funds, therefore, the University returned $1,176 of subsidized financial aid funds and a total of $2,970 of unsubsidized financial aid funds to the Federal Student Aid Program (Attachment D). Your student account balance due at the end of your first academic year was $2,858.24 (Attachment D).
On June 5, 2013, per your request, you re-entered in your Bachelor of Arts in Journalism and Mass Communication degree program. On June 11, 2013, you began the fourth course of the payment period. On July 8, 2013 you were officially withdrawn again due to the Attendance Policy (Attachment E).
On July 23, 2013, the University’s Financial Aid Office completed the R2T4 calculation and determined that no additional funds needed to be returned to the Federal Student Aid Program. Your final enrollment student account balance due is $3,583.77 (Attachment D).
The investigation reveals that financial aid funds were disbursed accordingly to your student account. The investigation reveals that unearned funds were returned to the Federal Student Aid Program.
Regarding the Student Dispute Resolution Center
On August 12, 2016, the Student Dispute Resolution Center received your complaint. According to the Student Dispute Resolution Procedure Policy (Attachment G), if the complaint is eligible for review by the Center and all required information has been submitted, the complaint will be assigned to a case handler within three (3) business days of receipt of the complaint. On August 16, 2016, your complaint was assigned to Step II of the Grievance process. Step II can take up to thirty (30) business days following receipt of the complaint to complete.
During the investigation, the Student Dispute Resolution Center was notified by the Revdex.com that you submitted a complaint with their office for the same concerns as the abovementioned complaint. On September 8, 2016, you were sent an email by your assigned case handler informing you that a response will be issued directly to the Revdex.com and your formal grievance will be closed.
Regarding Your Transcripts
The University’s 2012-2013 Academic Catalog states: “The University reserves the right to cancel the registration of any student whose account is delinquent. Diplomas or certificates will be withheld, graduation participation will be delayed, and transcript of semester credits will not be forwarded to another institution or potential employer until all accounts with the University are paid in full” (Attachment H).
Conclusion
The University maintains that financial aid funds were disbursed to your student account in accordance with University policy. The University maintains that unearned financial aid funds were returned to the Federal Student Aid Program. You are encouraged to contact [redacted] at [redacted] to resolve the balance.
It is always the intention of Ashford University and its employees to provide excellent student services and a positive learning experience. If you would like to further discuss this matter, please contact me directly at [redacted], or at [redacted]
Sincerely,
[redacted]
Student Dispute Resolution Specialist II
for Ashford University
Encls. /8/ Attachment A, Online Application for Admission
Attachment B, Financial Aid Specific to Undergraduate Degree Programs
Attachment C, Degree Progress Report
Attachment D, Ledger Card
Attachment E, Attendance Policy At...⇄ F, Return of Title IV Funds Policy At...⇄ G, Dispute Resolution Procedure for Student Complaints
Attachment H, Terms of Billing and Payment
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have attached the letter from [redacted] detailing that the debt had been removed from all credit bureaus, as they have. Upon calling them for further information on this letter, they assured me the debt would be removed and that the debt would be sent back to you all. I refuse to pay a debt that has no basis and at this point the Revdex.com or someone needs to make a decision because every source I've contacted, [redacted], Federal Student Aid, [redacted] and Ashford, none can provide a trail that any of this money ever existed. The only documentation is Ashford's ledger, but no documentation that they received or returned any monies to or from anyone, and I will not pay this until that is done. If it can not be proved, then it needs to be removed and my transcript needs to be released. Ashford simply saying you are not removing it with no proof of any of these monies and their movements to and from, only while it was in your hands is not acceptable.[redacted]
September 30, 2015
[redacted]
Dear [redacted]
On July 24, 2015, Ashford University (University) received a copy of your original complaint filed at the Revdex.com (Revdex.com). On August 21, 2015, the University responded to that complaint. On August 28, 2015, the University received your rebuttal to the response issued to you on August 21, 2015. The concerns listed in your rebuttal mirror the concerns stated in your original July 24, 2015 complaint. These concerns were addressed in the August 21, 2015, University response issued to you. On September 10, 2015, the University issued a response to your August 28, 2015 rebuttal, which stated that your original July 24, 2015, complaint had been addressed.
On September 17, 2015, the University received your second rebuttal to the University response issued to you on September 10, 2015. Please note, the concerns listed in your second rebuttal mirror the concerns stated in your original July 24, 2015 complaint. These concerns were addressed in the August 21, 2015, University response issued to you. Please see attachment A.
Please note, the University’s position regarding your complaint remains the same.
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] or at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Grievance Resolution Administrator II
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Last month, November, 2017, Ashford University withdrew a payment from my checking account (via debit card ending [redacted])in the amount of $290.30, even in lieu of me requesting this not to occur as an auto-draft, due to a pending resolution with Ashford's Dispute Resolution Center, which would credit my account balance in full at that time. This payment was ultimately refunded after I demanded this payment be reversed, and after much back and forth with the Payments department. While this grievance is currently pending and being handled separately by Student Dispute Resolutions Facilitator Mr. [redacted], yesterday, Monday, December 18, 2017, a NEW incident occurred when a payment was yet again drafted form my checking account (via debit card ending 5783) for $290.30, even after I explicitly informed Ashford to never again draft a payment from my checking account, as there are still pending Grievances against the University that have yet to reach full resolution. This was confirmed by multiple agents last month (November, 2017) when my last payment was ultimately refunded to me, and yet yesterday, another payment was drafted from my account without authorization of any kind from me. Ashford University deliberately and without any authorization or consent (and after demands to no longer draft any payments from this account or debit card), withdrew $290.30 from my checking account, after explicit instructions in November, 2017, not to do so again, causing me financial harm by placing this amount of funds in a "held" status that has yet to be reversed back in to my bank account. This action was unauthorized in every manner, and needs immediate rectification. Ashford has engaged in unethical and unauthorized practices by continuing to withdraw funds from my debt card and checking account, even in lieu of my request to no longer do so, which was confirmed by Ashford representative [redacted], whom stated yesterday that I did, in fact, request no more withdrawals.In addition to the aforementioned, it should be noted that in November, I also asked that this debit card be removed completely from my file, which it most obviously never was. Upon phoning yesterday, [redacted] informed me that in then notes was in fact a note to no longer withdraw funds from my account and to stop these payments, yet this occurred again anyway against my explicit demands not to do so. Due to Ashford's seemingly inability to comply with my direct requests of stopping any auto-drafts or withdrawals from my checking account, and due to Ashford's withdrawal of $290.30 from my bank account on December 18, 2017, which was completely unauthorized, I am requesting an immediate refund of any and all fees paid to Ashford University on my behalf. This includes any and all cash payments ($1741.10) made to Ashford on my account from the commencement of my courses in January, 2017, including any payments made while enrolled in the present payment program.
Regards,
[redacted]
Dear Revdex.com,
On October 22, 2014, Ashford University (University) received [redacted] (Student) Revdex.com complaint. In her complaint, she alleged that when she enrolled into the University that she would take her first class on a “trial basis” and “would not be charged for [her] first class”. She was...
then advised to complete financial aid paperwork and apply for loans in case she decided to stay and take another class. During her second class she decided that the University was not right for she, and she withdrew from the class and the University altogether. She believes her Pell Grant should have covered any costs incurred from the second class, and furthermore, found out that she was indeed charged for the first class, along with a third class that she never took at all, and a technology fee in excess of what she was quoted.
She seeks for the University to waive any balance on her account in full.
The University conducted an investigation of her concerns. The following information details the findings of the investigation.
Regarding the Student’s Enrollment in the University, the Cost of her Courses and the Cost of the Technology Services Fee
On November 2, 2009, the Student completed, electronically signed and submitted the University’s online application for admission to the Bachelor of Arts in Health Care Administration degree program. In signing this agreement, she acknowledged that she had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (catalog). Nowhere in the application or in the catalog does it state that her first course, or any course, would be at no cost to her.
Page 16 of her application for admission states the costs associated with attending the University, including the Technology Services Fee of $990. (Attachment A) This information is also outlined on page 38 of the 2009-10 catalog in which she enrolled under. (Attachment B).
The investigation did not reveal that she was advised to the contrary.
Therefore, the University correctly charged the Student the Technology Services Fee.
Regarding the Student’s Current Balance Due
Within the Student’s application for admission is the following policy:
“Ashford University Tuition Refund Policy
Ashford University's Tuition Refund Policy is detailed in the current school Catalog. In summary, for the Center for External Studies or a graduate program, withdrawal before the start date of a course up to the end of the first week of attendance will result in a 100% tuition refund. Attendance posted beyond the first week and into the second week prior to course withdrawal will result in a 50% tuition refund. Attendance posted into the third week and beyond will result in no (zero) tuition refund. The refund policy excludes all fees which will remain payable. Federal funds required to be returned as a result of changes in eligibility due to reduced attendance will be the responsibility of the student. Refund requirements designated by certain state agencies, where applicable, may take precedence over the institutional refund policy.” (See page 15 of Attachment A).
That policy is also on page 47 within the 2009-10 catalog in which she enrolled under. (Attachment C).
To summarize the above policy, students are 100% financially responsible for the cost of any course that is attended beyond the 2nd week.
She began her first course (PSY 202) on November 24, 2009 and successfully completed it with a B+ on January 11, 2010. She is 100% financially responsible for the cost of that course, which is $1062 in tuition.
She began her second course (HCA 305) on January 12, 2010 and withdrew from it on February 15, 2010, which happened to be the very last day of class. She earned a grade of W for that course. The last day she posted attendance in that course was on February 1, 2010, which was during Week 3. Since that attendance occurred past Week 2 of the course, she is financially responsible for 100% of the cost of that course, which is $1062 in tuition.
The Student was also registered for a third course (SOC 313), however she unregistered from it. She was unbilled for that course, and does not owe anything for it.
Therefore, the University correctly charged the Student for the two courses she had attended, and she was not charged for a third course.
Regarding the Student’s Pell Grant as Payment for her Courses
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 completes when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks of instructional time. (Attachment C).
The U.S. Department of Education requires every institution participating in Title IV Federal Financial Aid Programs to have a fair and equitable refund policy. Under this policy, the institution is required to refund unearned tuition to a student who withdraws or otherwise fails to complete the period of enrollment for which the federal aid was intended. The University uses the prorated refund policy defined by governmental regulations. This refund equals that portion of tuition, fees, and any other charges assessed to the student by the institution until the date a student withdraws, minus any unpaid charges owed by the student. No federal refund is required if the student’s last date of attendance occurs after 60% of the enrollment period has passed. If a student withdraws completely from the University prior to the first 60% of the payment period, it is very likely a portion of the financial aid the student received will be required to be returned to the federal government. The calculations for determining how much aid must be returned is based on the date the student begins the withdrawal process from Ashford University. If the student withdraws completely from the University after the 60%, the student is entitled to retain aid received. (Attachment D).
As a result of these requirements, all or part of the federal and institutional funds awarded to a student may need to be repaid to their respective programs.
The student received Pell Grant funding in the amount of $2675 under the expectation that she would successfully complete 140 days of instructional time. However, she only completed 56 days which equated to 40% of the expected instructional time. Therefore, the Student earned 40% of the $2675, and the remaining 60% ($1605) had to be returned to the federal government. The 40% she earned ($1070) was applied to her charges, and her resulting balance due before her account was referred to external collections was $1817. Here is a breakdown of that total:
$1070 in Pell
+$143 credit card payment she made to her account on or around 4/20/10
+$114 credit card payment she made to her account on or around 5/28/10
-$1062 for PSY 202
-$1062 for HCA 305
-$990 Technology Services Fee
-$30 late payment fee on 5/21/10
$1817 Balance Due
Conclusion
The investigation revealed that the Student was correctly charged for the courses she attended, and that she was fully advised as to the cost of the Technology Services Fee. The University therefore is denying her request to waive the balance on her account in full. However, the University will contact the student outside of this forum to discuss a possible resolution to her dispute.
Sincerely,
[redacted]
Director of Student Grievance Resolution
for Ashford University
Encls. /4/ Attachment A: Online Application for Admission, pg. 16
Attachment B: 2009-10 Academic Catalog, pg. 37-38
Attachment C: 2009-10 Academic Catalog, pg. 45-47
Attachment D: 2009-10 Academic Catalog, pg. 48
In my response I noted that the University, as a gesture of goodwill, would forgive the $1,230 that Mr. [redacted] owes following his withdrawal from the University. This would leave Mr. [redacted] with a balance of zero and enable him to obtain his transcript as he pursues his studies elsewhere. Today, I received notice from the Revdex.com that Mr. [redacted] has rejected the University response. Does this mean that Mr. [redacted] is rejecting the University's offer to forgive his balance owed? Please let me know if that is the case as I will need to ensure that the processing of his student account adjustment is discontinued.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This school should not be allowed to hold students transcripts hostage, and charge them out of pocket money for the loans they were supposed to lend. Yes, another company had looked into this case as well, and it seems that no one is going to even try to get a solution that is best for the student. Ashford is a poor choice for a school, and I am paying for my mistake greatly. Regards,[redacted]
July 24, 2015
Dear Revdex.com,
On July 9, 2015, Ashford University (University) received the complaint submitted to your office from University student, [redacted]. In his complaint, he stated that he had to withdraw from a class he attended when his father became ill in September,...
2014, and then passed away shortly afterward in late October, 2014. Mr. [redacted] alleged that he completed the appropriate paperwork so that he would not have to be financially responsible for the course, but that the University denied his request, contrary to University policy.
Mr. [redacted] seeks for the University to credit his account balance due in the amount of $1,374.49 which represents the costs associated with the course in question.
The University conducted an investigation of his concerns. The following information details the findings of the investigation.
Regarding Mr. [redacted]’s Tuition Credit Request
The course which Mr. [redacted] seeks the cost to be credited to his account is MGT 601 (The Functions of Modern Management) which began on September 23, 2014 and was scheduled to end November 3, 2014. He received a grade of “W” for the course, having dropped on October 23, 2014. This timeframe coincides with the time that Mr. [redacted] says his father became ill. As per the death certificate that Mr. [redacted] provided, his father passed away on October 31, 2014, which is one week after he dropped the course.
This would typically be grounds for approval as per University policy; however, the Tuition Credit Request form includes the following verbiage:
Requests for a tuition credit for courses where the last date of attendance is over 60 days from the date of submission must include additional documentation and explanation. The documentation/explanation must support why the form was not submitted within the 60 day timeframe. Forms received more than 60 days from the last date of attendance of the selected course without this documentation may cause delay in processing or possible denial of the request.
Mr. [redacted] submitted his Tuition Credit Request along with his father’s death certificate in June, 2015, which is eight (8) months after his last date of attendance. However, he did not include any documentation/explanation to support why the form was not submitted within the 60 day timeframe. Therefore, it was denied.
However, the University will credit the cost of the course to Mr. [redacted] as a gesture of goodwill. He can expect to see the credit reflected on his account with 6-8 weeks.
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 information contained in this letter, please contact me at (866) 475-0317 ext. [redacted], or at [email protected].*
Sincerely,
[redacted]Director of Student Grievance Resolutionfor Ashford University
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details
of the offer I reviewed appear below.
Regards,[redacted]
September 30, 2016
[redacted]
Dear [redacted]
On September 2, 2016 Ashford University (University) received your complaint filed at the Revdex.com
(Revdex.com). In that complaint, you alleged that:
• The balance due on your student...
account was a result of miscommunication or lack of communication on
the part of the University’s Financial Aid (FA) Office.
• Your VA benefits were denied by the University in your first Academic Year (AY).
In your complaint, you listed the following as the resolution you seek:
• The Transcript Hold to be removed for your student account.
• That your balance due on the student account “needs to be resolved”.
The University conducted an investigation of your concerns. The following information details the findings of the
investigation and addresses your resolution requests.
On July 15, 2015, you completed, electronically signed and submitted the University’s online application for
admission of the Bachelor of Arts in Healthcare Administration program (Attachment A). 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 online application for admission and the contents of the University Academic
Catalog.
In regard to the Balance Due on the Student Account
On July 8, 2015, the University’s FA office reviewed your National Student Loan Database System (NSLDS) report
and determined that you were in default of one or more FA loans.
On July 21, 2015, by telephonic conversation and email message, the University informed you that you would need
to submit a Veterans On-Line Application (VONAPP) and Satisfactory Loan Repayment Letter in order to utilize VA
and FA benefits.
The Military VA Plan requires that all tuition be paid on or before each course start date, with the exception of the first
60 days in the student’s first academic year. Under this plan, tuition payments are deferred for the first 60 days of
continuous enrollment in a degree program, regardless of when the student receives disbursement from the
Department of Veterans Affairs. Applicable fees are due on or before the start date of each course/term. Students are
responsible for paying Ashford University tuition and fees at the start of each course, unless there is
alternative,approved financial aid (Attachment B).
On July 22, 2015, by email message the University’s FA Office Representative informed you that you would need to
submit a “Satisfactory Loan Repayment and/or Paid-in-Full documentation as it relates to your FA packaging. The
2
same day your VA Advisor sent you an email message confirming the receipt off your 22-1990 confirmation. Based
on this confirmation, your VA Advisor informed you that you listed your father’s service dates and that Chapter 30
benefits are non-transferable. Your VA Advisor further stated “I will need a copy of the 22-5490 confirmation and your
father's VA file number (SSN) before I can submit your classes to the VA or award you our Military Grants.”
On August 4, 2015, you started the first course of your Bachelor of Arts in Healthcare Administration program.
On September 1, 2015, by email message your VA Benefits Specialist informed you had been electronically certified
with the Department of Veterans Affairs (VA) for four courses in accordance with your VA benefits.
On September 3, 2015, by email message the University’s FA Office requested that you submit the
Satisfactory Loan Repayment letter as it relates to your FA loans that were in default status.
Per the 2015-2016 Ashford University Catalog and federal policy, in order to be eligible for federal FA funding a
student must certify that no federal student loan is in a default status and no money is owed on a federal student
grant. Moreover, the student is responsible as an FA recipient to submit all required FA forms “accurately and
completely” (Attachment C).
On October 14, 2015, the University’s FA Office received a copy of your Satisfactory Loan Repayment Letter. That
letter reflected an agreement between you and the Federal Student Aid Program regarding rehabilitating your
defaulted student aid loan.
On October 26, 2015, telephonic conversation and email message, the University’s FA Office representative
informed you that if you want to utilize only Pell Grants, you would need to contact your Student Advisor and revise
your Institutional Application (IA) as well as your Primary Finance Option.
On October 27, 2015, you FA packaging was denied because you did not have “FA” or “Pell Grant” listed on your
Finance Options.
On November 19, 2015, by email message your VA Benefits Specialist informed you that he had contacted the VA
and they informed him that your Chapter 35 VA Benefits were denied in August 2015 and a letter was issued to you
by the VA informing you of the denial.
On November 23, 2015, by email message your Military Student Advisor provided you information on how to change
your Primary Finance Option to “FA”.
On December 8, 2015, by telephonic conversation, the University’s FA Office Representative informed you that you
would need to speak with your Student Advising staff in order to change your Primary Finance Option to “FA” in order
to utilize federal Financial Aid.
On December 28, 2015, by email message a Student Advisor sent you instructions on how to change your Primary
Finance Option and apply for federal FA funding.
On January 14, 2016, by email message a Financial Services Advisor sent you a “Payment Option Change Request”.
On January 19, 2016, by email message and telephonic conversation your Financial Services Advisor informed you
that your Primary Option Change Request was denied because your previous FA loans were in default status.
3
On June 3, 2016, by email message you informed your Accounts Receivable Coordinator that you would send your
Default Clearance Letter to her directly by email message. On that same date, by telephonic conversation your
Accounts Receivable Coordinator sent you instructions on how to change your Primary Finance Option to “FA”.
On June 8, 2016, by email message your Accounts Receivable Coordinator forwarded a letter to the University’s FA
Office on your behalf indicating your loans were in “deferment”.
On June 18, 2016, the University’s FA Office denied your FA packaging because you had not updated your Primary
Finance Option to “FA” yet.
On July 4, 2016, you completed your first Academic Year and this date also represents your Last Date of Attendance
at the University.
On July 5, 2016, by email message your Accounts Resolution Coordinator informed you that she received your
Primary Finance Option Change Request Form.
An investigation of your concerns revealed that you were denied Chapter 35 VA benefits by the VA, not the
University, and that you did not change your Primary Finance Option to “FA” until after the academic year completed.
This delayed submission of the updated Primary Finance Option Form directly contributed to the University’s inability
to award your financial aid, resulting in a shortfall final enrollment balance due in the amount of $10,043.
Conclusion
Based on the above, the University refutes your allegation that it denied your VA education benefits. The University
maintains that your federal financial aid was not awarded because a Primary Finance Option Change Request Form
was not timely received from you. The University acknowledges that some confusion may have existed regarding the
Primary Finance Option Change Request Form and regrets that this matter was not timelier resolved during your
enrollment. Based on these findings, the University will credit $5021.50 toward your student account balance due.
You will remain responsible for the resulting balance due in the amount of $5021.50. Please allow 2-3 weeks for the
adjustment to reflect on your student account.
Per University policy, there is currently a transcript hold on your student account as a result of the balance due on
your student account. The University encourages you to contact your Collections Specialist, [redacted], at
[redacted] or email [redacted] to discuss payment arrangements.
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 the outcome of this investigation, please contact me at
[redacted] or at [email protected].*
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Dispute Resolution Specialist III
for Ashford University
Encls. /4/ Attachment A University Application
Attachment B Military Veteran’s Benefits Plan
Attachment C Federal Student Aid Eligibility & Financial Aid Student’s Responsibilities
Attachment D Student Ledger Card
The following document will be submitted tomorrow. The authentication code will be [redacted].
Dear Revdex.com,
The University stands by its original response, which provides a detailed explanation of the student's account balance due.
If the student can articulate the precise part(s) of the response she disagrees with, along with an explanation as to why, the University may be able to provide more information as necessary.
Thank you,
[redacted]Ashford University
Dear Ms. [redacted],Mr. [redacted] has engaged the University's Student Dispute Resolution Center (SDRC). His complaints are being addressed through the SDRC and its established procedures. I ask that the SDRC process be allowed to run its course and then, if Mr. [redacted] has any issues post-SDRC that he wants to bring to the Revdex.com I'll be happy to address those then.Best regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
All holds on the student’s account were removed several weeks ago and the student’s account balance is zero. There is nothing on the student’s account that would stop him from submitting an Official Transcript Request and for the University to process through its normal procedures.
Read More Customer Complaints:
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Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I should be refunded the money spent for these courses at Ashford. There is no mention of a refund. Refund the money I spent for these classes.Regards,[redacted]
June 21, 2016
[redacted]
Dear Mr[redacted]
On June 10, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within your complaint, you stated that University representatives continued to contact you after you requested them not to. You stated the resolution you are seeking is for the University to cease contacting you, and for the University to provide a settlement for the telephone calls.
Per University policy, University representatives typically will reach out to prospective students approximately four (4) times per month. If a student does not request to be placed on the DNC list, or for no further calls, University representatives do not know not to call a prospective student.
Based on a review of University records, it does not appear you requested no further communication from the University.
On June 14, 2016, your contact information was placed on the Student No Further Action (SNFA) and Do Not Call (DNC) lists for the University. Therefore, the University will no longer contact you.
If you have any additional questions, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]Student Complaint, External Releations Specialistfor Ashford University
Good morning, Please see attached the requested completed form for Ashford University release of records. Please 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 needed. Please contact me as soon as...
possible art [redacted] with any questions or concerns. Thank you kindly. Yours, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The main issue has not been addressed, Creative Accounting or the use of accounting knowledge to influence the reported figures, while remaining within the jurisdiction of accounting rules and laws; thus, instead of showing the actual and truthful student account balance, reflecting what the Ashford University wants the student believe to be true. With the use of this creative account practice Ashford University is using an unorthodox 'massage parlor' technique in which to achieve a level of financial leverage over the student through misleading and misunderstood Ashford University accounting practice; which may not be intentional in nature yet ever present.
It is acknowledged that Ashford University offers two links to the student for financial information review, the running student ledger (account information) and the end of cycle statement (student card); which are in conflict as to the financial standing of the student (at the time of the original complaint). As one who has kept financial records on a business level, it is apparent that this conflicting balance due brings the motive and integrity of said account along with other items into question
: 1. Is the intent of said university to ‘double dip’ or obtain a double payment for educational instruction
2. If there is special limitations connected to any and all payments in behalf of a student, why were these limitations kept from the student prior to said dispute; other than a message via email concerning loan payment was applied to the account, which may or may not be entirely read at time of receiving said email notification 3. As the student has up to six months after graduation date to satisfy any and all amount in ‘short fall’, why the University does not allow a student to set up a ‘good faith’ payment plan to pay down any and all ‘short fall(s)’; within the solvent financial present condition of the student Regards,[redacted]
September 26, 2016
[redacted]
Dear [redacted]
On September 7, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within this complaint, you alleged:
This...
company has charged me for loans that seem to have been falsified. The money that is considered my debt is left over from 3 loans of $1980, $1176, and $990. Ashford says that those loans were refunded to the servicer when I failed 2 courses. The US Dept of Education and the loan servicer, [redacted], have both said to me that they have no record of any loans originated in those amounts and no record of any refund. They do have record of 3 loans applied for on my behalf by Ashford, but originating in the amounts of $0, $0 and $562. Ashford has no record of these amounts and will not acknowledge them. I have called Ashford and complained, I have filled out their dispute form and been referred to their grievance center and promised to be contacted in the days following, with no such contact being made. I've tried to call them after that and been led to a voicemail message and no return call. This debt is now on my credit report as a debt owed after being sent to collection and they are withholding my transcript preventing me from gaining entrance to any other institution.
In your complaint, you listed the following as the resolution you seek:
“I would like this debt to be removed from my credit, my transcript to be released and this university/company to be investigated for their shady business practices.”
The following information details the findings of the investigation.
On August 30, 2012, you completed, electronically signed and submitted the University's online application for admission (OAP) to the Bachelor of Arts in Journalism and Mass Communication 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 (Attachment A).
Regarding Your Enrollment
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 when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks of instructional time (Attachment B).
There are two payment periods in each academic year. Under the non-term based system, students 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.
From September 18, 2012, to January 14, 2013, you successfully completed one (1) course and unsuccessfully completed two (2) courses during your first payment period (Attachment C). During this time, the University billed your student account a net total of $5,797.05; received and applied $1,733 in federal subsidized loan funds, $2970 in federal unsubsidized loan funds, $300 in federal supplemental educational opportunity grant funds, and $2,775 in Pell grant funds. On December 4, 2012, per federal regulation, the University issued $1,418.72 of credit balance funds directly to you (Attachment D). January 21, 2013 was your last date of recorded attendance at the University because you did not adhere to the University’s Attendance Policy (Attachment E).
The University’s 2012-2013 Academic Catalog states that upon withdrawal from a degree program, the University must complete a Return of Title IV Funds (R2T4) calculation to determine how much aid the student earned while enrolled and how much aid must be returned to the Federal Student Aid Program (Attachment F). The portion of Title IV funds a student is allowed to retain is calculated on a percentage basis by comparing the total number of days completed before the student withdrew from the program to the total number of days in the payment period (Attachment F).
On February 4, 2013, the University’s Financial Aid Office completed the R2T4 calculation and determined that you did not earn all of your 2012-2013 subsidized and unsubsidized loan funds, therefore, the University returned $1,176 of subsidized financial aid funds and a total of $2,970 of unsubsidized financial aid funds to the Federal Student Aid Program (Attachment D). Your student account balance due at the end of your first academic year was $2,858.24 (Attachment D).
On June 5, 2013, per your request, you re-entered in your Bachelor of Arts in Journalism and Mass Communication degree program. On June 11, 2013, you began the fourth course of the payment period. On July 8, 2013 you were officially withdrawn again due to the Attendance Policy (Attachment E).
On July 23, 2013, the University’s Financial Aid Office completed the R2T4 calculation and determined that no additional funds needed to be returned to the Federal Student Aid Program. Your final enrollment student account balance due is $3,583.77 (Attachment D).
The investigation reveals that financial aid funds were disbursed accordingly to your student account. The investigation reveals that unearned funds were returned to the Federal Student Aid Program.
Regarding the Student Dispute Resolution Center
On August 12, 2016, the Student Dispute Resolution Center received your complaint. According to the Student Dispute Resolution Procedure Policy (Attachment G), if the complaint is eligible for review by the Center and all required information has been submitted, the complaint will be assigned to a case handler within three (3) business days of receipt of the complaint. On August 16, 2016, your complaint was assigned to Step II of the Grievance process. Step II can take up to thirty (30) business days following receipt of the complaint to complete.
During the investigation, the Student Dispute Resolution Center was notified by the Revdex.com that you submitted a complaint with their office for the same concerns as the abovementioned complaint. On September 8, 2016, you were sent an email by your assigned case handler informing you that a response will be issued directly to the Revdex.com and your formal grievance will be closed.
Regarding Your Transcripts
The University’s 2012-2013 Academic Catalog states: “The University reserves the right to cancel the registration of any student whose account is delinquent. Diplomas or certificates will be withheld, graduation participation will be delayed, and transcript of semester credits will not be forwarded to another institution or potential employer until all accounts with the University are paid in full” (Attachment H).
Conclusion
The University maintains that financial aid funds were disbursed to your student account in accordance with University policy. The University maintains that unearned financial aid funds were returned to the Federal Student Aid Program. You are encouraged to contact [redacted] at [redacted] to resolve the balance.
It is always the intention of Ashford University and its employees to provide excellent student services and a positive learning experience. If you would like to further discuss this matter, please contact me directly at [redacted], or at [redacted]
Sincerely,
[redacted]
Student Dispute Resolution Specialist II
for Ashford University
Encls. /8/ Attachment A, Online Application for Admission
Attachment B, Financial Aid Specific to Undergraduate Degree Programs
Attachment C, Degree Progress Report
Attachment D, Ledger Card
Attachment E, Attendance Policy
At...⇄ F, Return of Title IV Funds Policy
At...⇄ G, Dispute Resolution Procedure for Student Complaints
Attachment H, Terms of Billing and Payment
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have attached the letter from [redacted] detailing that the debt had been removed from all credit bureaus, as they have. Upon calling them for further information on this letter, they assured me the debt would be removed and that the debt would be sent back to you all. I refuse to pay a debt that has no basis and at this point the Revdex.com or someone needs to make a decision because every source I've contacted, [redacted], Federal Student Aid, [redacted] and Ashford, none can provide a trail that any of this money ever existed. The only documentation is Ashford's ledger, but no documentation that they received or returned any monies to or from anyone, and I will not pay this until that is done. If it can not be proved, then it needs to be removed and my transcript needs to be released. Ashford simply saying you are not removing it with no proof of any of these monies and their movements to and from, only while it was in your hands is not acceptable.[redacted]
September 30, 2015
[redacted]
Dear [redacted]
On July 24, 2015, Ashford University (University) received a copy of your original complaint filed at the Revdex.com (Revdex.com). On August 21, 2015, the University responded to that complaint. On August 28, 2015, the University received your rebuttal to the response issued to you on August 21, 2015. The concerns listed in your rebuttal mirror the concerns stated in your original July 24, 2015 complaint. These concerns were addressed in the August 21, 2015, University response issued to you. On September 10, 2015, the University issued a response to your August 28, 2015 rebuttal, which stated that your original July 24, 2015, complaint had been addressed.
On September 17, 2015, the University received your second rebuttal to the University response issued to you on September 10, 2015. Please note, the concerns listed in your second rebuttal mirror the concerns stated in your original July 24, 2015 complaint. These concerns were addressed in the August 21, 2015, University response issued to you. Please see attachment A.
Please note, the University’s position regarding your complaint remains the same.
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] or at [redacted]
I wish you all the best in your future endeavors.
Sincerely,
[redacted]
Student Grievance Resolution Administrator II
for Ashford University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Last month, November, 2017, Ashford University withdrew a payment from my checking account (via debit card ending [redacted])in the amount of $290.30, even in lieu of me requesting this not to occur as an auto-draft, due to a pending resolution with Ashford's Dispute Resolution Center, which would credit my account balance in full at that time. This payment was ultimately refunded after I demanded this payment be reversed, and after much back and forth with the Payments department. While this grievance is currently pending and being handled separately by Student Dispute Resolutions Facilitator Mr. [redacted], yesterday, Monday, December 18, 2017, a NEW incident occurred when a payment was yet again drafted form my checking account (via debit card ending 5783) for $290.30, even after I explicitly informed Ashford to never again draft a payment from my checking account, as there are still pending Grievances against the University that have yet to reach full resolution. This was confirmed by multiple agents last month (November, 2017) when my last payment was ultimately refunded to me, and yet yesterday, another payment was drafted from my account without authorization of any kind from me. Ashford University deliberately and without any authorization or consent (and after demands to no longer draft any payments from this account or debit card), withdrew $290.30 from my checking account, after explicit instructions in November, 2017, not to do so again, causing me financial harm by placing this amount of funds in a "held" status that has yet to be reversed back in to my bank account. This action was unauthorized in every manner, and needs immediate rectification. Ashford has engaged in unethical and unauthorized practices by continuing to withdraw funds from my debt card and checking account, even in lieu of my request to no longer do so, which was confirmed by Ashford representative [redacted], whom stated yesterday that I did, in fact, request no more withdrawals.In addition to the aforementioned, it should be noted that in November, I also asked that this debit card be removed completely from my file, which it most obviously never was. Upon phoning yesterday, [redacted] informed me that in then notes was in fact a note to no longer withdraw funds from my account and to stop these payments, yet this occurred again anyway against my explicit demands not to do so. Due to Ashford's seemingly inability to comply with my direct requests of stopping any auto-drafts or withdrawals from my checking account, and due to Ashford's withdrawal of $290.30 from my bank account on December 18, 2017, which was completely unauthorized, I am requesting an immediate refund of any and all fees paid to Ashford University on my behalf. This includes any and all cash payments ($1741.10) made to Ashford on my account from the commencement of my courses in January, 2017, including any payments made while enrolled in the present payment program.
Regards,
[redacted]
Dear Revdex.com,
On October 22, 2014, Ashford University (University) received [redacted] (Student) Revdex.com complaint. In her complaint, she alleged that when she enrolled into the University that she would take her first class on a “trial basis” and “would not be charged for [her] first class”. She was...
then advised to complete financial aid paperwork and apply for loans in case she decided to stay and take another class. During her second class she decided that the University was not right for she, and she withdrew from the class and the University altogether. She believes her Pell Grant should have covered any costs incurred from the second class, and furthermore, found out that she was indeed charged for the first class, along with a third class that she never took at all, and a technology fee in excess of what she was quoted.
She seeks for the University to waive any balance on her account in full.
The University conducted an investigation of her concerns. The following information details the findings of the investigation.
Regarding the Student’s Enrollment in the University, the Cost of her Courses and the Cost of the Technology Services Fee
On November 2, 2009, the Student completed, electronically signed and submitted the University’s online application for admission to the Bachelor of Arts in Health Care Administration degree program. In signing this agreement, she acknowledged that she had read, understood and agreed with the contents of the online application for admission and the contents of the University Academic Catalog (catalog). Nowhere in the application or in the catalog does it state that her first course, or any course, would be at no cost to her.
Page 16 of her application for admission states the costs associated with attending the University, including the Technology Services Fee of $990. (Attachment A) This information is also outlined on page 38 of the 2009-10 catalog in which she enrolled under. (Attachment B).
The investigation did not reveal that she was advised to the contrary.
Therefore, the University correctly charged the Student the Technology Services Fee.
Regarding the Student’s Current Balance Due
Within the Student’s application for admission is the following policy:
“Ashford University Tuition Refund Policy
Ashford University's Tuition Refund Policy is detailed in the current school Catalog. In summary, for the Center for External Studies or a graduate program, withdrawal before the start date of a course up to the end of the first week of attendance will result in a 100% tuition refund. Attendance posted beyond the first week and into the second week prior to course withdrawal will result in a 50% tuition refund. Attendance posted into the third week and beyond will result in no (zero) tuition refund. The refund policy excludes all fees which will remain payable. Federal funds required to be returned as a result of changes in eligibility due to reduced attendance will be the responsibility of the student. Refund requirements designated by certain state agencies, where applicable, may take precedence over the institutional refund policy.” (See page 15 of Attachment A).
That policy is also on page 47 within the 2009-10 catalog in which she enrolled under. (Attachment C).
To summarize the above policy, students are 100% financially responsible for the cost of any course that is attended beyond the 2nd week.
She began her first course (PSY 202) on November 24, 2009 and successfully completed it with a B+ on January 11, 2010. She is 100% financially responsible for the cost of that course, which is $1062 in tuition.
She began her second course (HCA 305) on January 12, 2010 and withdrew from it on February 15, 2010, which happened to be the very last day of class. She earned a grade of W for that course. The last day she posted attendance in that course was on February 1, 2010, which was during Week 3. Since that attendance occurred past Week 2 of the course, she is financially responsible for 100% of the cost of that course, which is $1062 in tuition.
The Student was also registered for a third course (SOC 313), however she unregistered from it. She was unbilled for that course, and does not owe anything for it.
Therefore, the University correctly charged the Student for the two courses she had attended, and she was not charged for a third course.
Regarding the Student’s Pell Grant as Payment for her Courses
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 completes when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks of instructional time. (Attachment C).
The U.S. Department of Education requires every institution participating in Title IV Federal Financial Aid Programs to have a fair and equitable refund policy. Under this policy, the institution is required to refund unearned tuition to a student who withdraws or otherwise fails to complete the period of enrollment for which the federal aid was intended. The University uses the prorated refund policy defined by governmental regulations. This refund equals that portion of tuition, fees, and any other charges assessed to the student by the institution until the date a student withdraws, minus any unpaid charges owed by the student. No federal refund is required if the student’s last date of attendance occurs after 60% of the enrollment period has passed. If a student withdraws completely from the University prior to the first 60% of the payment period, it is very likely a portion of the financial aid the student received will be required to be returned to the federal government. The calculations for determining how much aid must be returned is based on the date the student begins the withdrawal process from Ashford University. If the student withdraws completely from the University after the 60%, the student is entitled to retain aid received. (Attachment D).
As a result of these requirements, all or part of the federal and institutional funds awarded to a student may need to be repaid to their respective programs.
The student received Pell Grant funding in the amount of $2675 under the expectation that she would successfully complete 140 days of instructional time. However, she only completed 56 days which equated to 40% of the expected instructional time. Therefore, the Student earned 40% of the $2675, and the remaining 60% ($1605) had to be returned to the federal government. The 40% she earned ($1070) was applied to her charges, and her resulting balance due before her account was referred to external collections was $1817. Here is a breakdown of that total:
$1070 in Pell
+$143 credit card payment she made to her account on or around 4/20/10
+$114 credit card payment she made to her account on or around 5/28/10
-$1062 for PSY 202
-$1062 for HCA 305
-$990 Technology Services Fee
-$30 late payment fee on 5/21/10
$1817 Balance Due
Conclusion
The investigation revealed that the Student was correctly charged for the courses she attended, and that she was fully advised as to the cost of the Technology Services Fee. The University therefore is denying her request to waive the balance on her account in full. However, the University will contact the student outside of this forum to discuss a possible resolution to her dispute.
Sincerely,
[redacted]
Director of Student Grievance Resolution
for Ashford University
Encls. /4/ Attachment A: Online Application for Admission, pg. 16
Attachment B: 2009-10 Academic Catalog, pg. 37-38
Attachment C: 2009-10 Academic Catalog, pg. 45-47
Attachment D: 2009-10 Academic Catalog, pg. 48