September 13, 2017
Dear Ms. [redacted],
Thank you for the opportunity to respond to Ms. [redacted]’ complaint. In her complaint which you forwarded to Ashford University on September 1, 2017, Ms. [redacted] stated:
I have a few concerns with this establishment. My first concern is the school forcing me to retake a course (at a 100% cost to myself) based on a negative grade I was given by a professor who stated that there was 79% similarity in my paper when the originality report is showing 2%. This is a substantial difference in numbers and does not warrant the professor scoring all of my papers as a zero. I have appealed this grade with the supporting paperwork and they school has backed the decision original scoring with the "subjective" opinion vs actual concrete factual material that comes from a computerized
program. Additional concerns is the that school is taking back money that was from a grant and charging my account back that money. All of my tuition up to the start of 2017 was paid for between my employer and a Leadership Development Grant from the school. No money was to be paid out of my pocket. Prior to finishing the second session of my schooling (using student loan money) the balance on my account was -$141.27 (this was due to me actually making a payment out of pocket for that $141.27. Since then the school has "refunded themselves" $3863.08. When I contact the school they tell me not to worry about that balance that is showing, yet the school has drawn a couple more student loans to cover the money "taken" from me in addition to the course that they want me to completely take over.
Ms. [redacted] proposed the following resolution:
I want my money refunded back of the $3863.08 that should not have been refunded out of my account. I also want my papers graded by a 3rd party since the school seems to not be objective in this case. Total money that the school is attempting to collect is with their faulty practices is $5884.08. If my papers can not be graded (at the cost of the University) by a 3rd party. Then I request a grade of a C (despite that being lesser than what is should have been) and the "F" wiped off of my GPA. This will prevent the requirement of the school forcing me to retake the course in order to get my degree. This is my last class needed for my degree so it is a matter of having the school to continue to defraud me and pay this additional money in addition to the $15,000 already just to have my degree (which I rightfully have earned).
Ms. [redacted] submitted a University grade appeal and the University followed its established processes and procedures in reviewing that appeal. The University stands by its decision as to Ms. [redacted]’ grade appeal.
Ms. [redacted] did benefit from Ashford University’s Leader Development Grant (LDG), a successful and popular program intended to help students avoid educational loan debt by funding a recipient’s direct education-related costs. Per the University’s enrollment agreement, a student participating in the LDG program may not receive both LDG and Federal Student Aid (FSA) funds. The LDG program does not prevent students from applying for and receiving FSA, but should a student elect to receive FSA funds they are no longer eligible for LDG funding.
During her academic year that began on July 19, 2016, Ms. [redacted] applied for, was awarded, and elected to receive FSA funds. As a result, she lost eligibility for LDG funds that were disbursed to her prior to her removal from the LDG program. These LDG funds were recouped as part of a routine audit triggered by the disbursement of Ms. [redacted]’ FSA funds.
I note here that the University has extended its Corporate Continuation Grant (CCG) to Ms. [redacted]. Under the CCG, students who were formerly eligible for the LDG enjoy a 20% tuition discount as they complete their academic degree.
Please let me know if I may be of further assistance.
Best regards, [redacted]
[redacted]
I apologize for any confusion on this matter. It is the case that your account has been returned to Ashford University and the balance remains $3,583.77. A number of accounts have been returned to Ashford recently and unfortunately your student ledger had not yet been updated at the time of our last response. Questions related to the outstanding balance should be directed to our Collections Department at [redacted]
Regarding the amounts you cite of $1,176, $990, and $1,980, these are the amounts of Federal Direct Subsidized Loans that the University was required to return to the Federal Financial Aid Program. These amounts were returned on February 4, 2013 to[redacted], account number [redacted]
You have previously been provided with an accounting of your financial aid and how it was applied to your tuition, provided to you in the form of a stipend, or refunded to the lender. The University maintains that the amount of $3,583.77 properly reflects the balance remaining on your account.
Finally, I have compiled and included here as an attachment the eleven (11) emails that kept you apprised of your financial aid status and options during your enrollment. These emails described the type of financial aid you were receiving, the dollar amount you would receive, and the date that money would be disbursed. These emails also explained the manner in which the funds would be applied to your account and informed you as to where you could check the status of your student account balance. You were also provided information regarding your option to decline the financial aid package as offered. I am unable to locate any records indicating you did so or that you challenged the legitimacy of any aspect of your loans or grants in response to these email updates.
I hope that this additional information will allay any concerns you may have concerning the status of your account with Ashford University.
Sincerely,
[redacted]
Good afternoon. I submitted the form the Ashford within the 5 days as requested. I also sent an email to Revdex.com with the confirmation code. Please advise as to the status of my complaint. Thank you.
I do not have any money to pay them. I feel they are doing this because I left and have been emailing me to come backI wasn't aware of my account due until I decided to leave the university
July 27, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint Number [redacted]
Dear [redacted]
On July 10, 2015, Ashford University issued a written response to your May 22, 2015 Revdex.com (Revdex.com) complaint. The 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.com. The 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, 2015 written response. Regarding 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 verification. In addition, the findings of the investigation did not reveal the University failed to adhere to its procedure for Verification for Federal Student Aid Eligibility. Accordingly, 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]2 or at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
August 4, 2017
Dear Ms[redacted]
Thank you for the opportunity to respond to Ms. [redacted]’s complaint. In her complaint which you forwarded to Ashford University on July 27, 2017, Ms. [redacted] stated:
I emailed the school earlier today, and am very upset with their financial aid practices. When I...
began my BA degree in 2014, I signed up for the maximum amount of my loans so that I will be able to live during the time I was taking courses. During the past 3 years, the school has eaten through all of my student loans, I have received less than [redacted] in stipends over that period. Last month I called the school because I was concerned about my last 3 classes due to the last award letter I had received, I was then informed that they were notified that I no longer had funding through the Federal Government and that I owed them an estimated [redacted] or they would put a hold on my diploma and transcripts. I was told that even though I am a disabled student that I needed to start paying them ASAP. On the 11th of this month, they received the final payment from the Federal Government, and my account is showing an estimated [redacted] outstanding balance. Upon further investigation, I found out that my student loans provided an extra [redacted] for living other expenses, of which I never received. I am filing complaints of misuse of my student loan funds.
Ms. [redacted] proposed the following resolution:
I want the $[redacted] is owed to me via my student loans this year, of which that adjustment will pay for my last three classes and I can graduate and put Ashford Behind me.
The University denies Ms. [redacted]’s serious allegation that the University “misused” her student loan funds. The University properly applied Ms. [redacted]’s student loan funds to tuition and fees Ms. [redacted] incurred while pursuing her degree. I have included Ms. [redacted]’s student ledger card which reflects all tuition, fees, charges, payments, stipends, and refunds associated with Ms. [redacted]’s University account. (Exhibit 1) I note that Ms. [redacted] received $[redacted] in stipends while enrolled at the University.
The U.S. Department of Education administers student financial aid through its Office of Federal Student Aid. The student is a participant in the financial aid award process and is required to submit a Free Application for Federal Student Aid (FAFSA) as well as an Institutional Application prior to being “packaged” for financial aid. This financial aid package includes budgeting for both institutional costs (such as tuition) as well as cost of living expenses (such as room and board). The student is notified that a financial aid package has been created, and the student may decline the financial aid if he or she chooses to do so, since it is the student, not the University, who is applying for the loans.
The University followed the same financial aid packaging process described above with Ms. [redacted]. Funds budgeted during this process are disbursed as reflected on her student ledger card. There is no separate disbursement for cost of living expenses, and of course, Federal Student Aid funds are primarily intended to pay for tuition and fees associated with higher education.
The U.S. Department of Education also provides notice to students regarding whether they are approaching aggregate loan limits imposed by the Federal Government. Ms. [redacted] received this notice in the form of a Student Aid Report (SAR) dated November 17, 2015.
As part of her Enrollment Agreement, Ms. [redacted] acknowledged that she is financially responsible for any and all charges incurred, and she elected financial aid as her primary payment option and cash as her secondary payment option. Additionally, she acknowledged that she had read and understood the University Academic Catalog, which contains notice that the University will withhold transcripts and diplomas pending settlement of outstanding balances. This provision is not unique to Ashford University.
Finally, I found no evidence in Ms. [redacted]’s student record that a University representative had discussed Ms. [redacted]’s disability in connection with her account balance. I am happy to reexamine this matter should Ms. [redacted] provide additional details regarding this allegation.
In conclusion, I have determined that the University properly processed and applied Ms. [redacted]’s Federal Student Aid funds and that Ms. [redacted] received stipends in the amount of [redacted] I am unable to grant the resolution she has proposed as funds budgeted in her financial aid package have already been disbursed to her.
Please let me know if I may be of further assistance.
Best regards,
[redacted]
Exhibits:
1) Student Ledger Card
April 28, 2016
[redacted]
Dear [redacted]
On March 22, 2016, Ashford University (University) received Revdex.com Complaint # [redacted] In that complaint, you alleged that:
· You received a grade of...
“F” in course BUS 644, term 6_1547, due to a false allegation from your instructor that you had plagiarized part of your final assignment.
In your complaint, you listed the following as the resolution you seek:
· For the University to refund your student account the total tuition and fees cost of BUS 644, term 6_1547.
The University conducted an investigation of your concern. The following information details the findings of the investigation and addresses your resolution request.
Allegation regarding plagiarism in course BUS 644, term 6_1547
On January 13, 2015, you completed, electronically signed and submitted the University's online application for admission into the Master of Arts in Business administration degree 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 University Academic Catalog (University Catalog).
The Academic Integrity Policy indicates the following regarding plagiarism:
Plagiarizing denies the student the powerful opportunity to develop as an ethical and conscientious human being. Representing the words or ideas of another as one’s own in any academic exercise. This definition includes draft assignments that are submitted and graded as a part of the curriculum. Plagiarism occurs when a student deliberately uses the ideas, language, or other material (that is not common knowledge) without acknowledging the original source. The use of materials, including printed or online texts, as well as the work of others, can be considered plagiarism when presented as one’s own work (Attachment B).
On November 17, 2015, you began course BUS 644, term 6_1547. On January 11, 2016, your instructor submitted your grade to the University, which indicated an earned grade of “F”.
Per the University’s Grade Appeal Policy, upon receipt this Revdex.com Complaint, the Office of Academic Integrity was asked to review the grading by the instructor to determine whether the “instructor was incorrect with respect to an objective fact within the discipline and this error affected the student’s final grade” (Attachment C).
According to the review conducted by the Academic Integrity Administrator, the final assignment you submitted in BUS 644, 6_1547, substantially matches the content an assignment you had submitted during a previous course, BUS 640, 6_1541. Also, a comparison of that final assignment against other coursework previously submitted by you or other students found an 86% match of coursework content. The review also found that your final assignment substantially matches coursework available for purchase online at [redacted]
Based on the above, your instructor acted within his discretion when he graded your final assignment a zero due to plagiarism.
Conclusion
Based on the above, the University denies your resolution request.
It is always the intention of Ashford University to provide excellent student services. If you have any questions regarding the outcome of your formal grievance, please contact me directly at [redacted]
Sincerely,
[redacted]
[redacted]
Associate Director, Student Dispute Resolution
for Ashford University
Encls. /3/ Attachment A Online Application for Admission
Attachment B Academic Integrity Policy
Attachment C Grade Appeal Policy
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]
May 26, 2016 Ms. [redacted] [redacted] Dear Ms. [redacted]: The rebuttal complaint does not indicate a new concern or provide new information that was not otherwise addressed in the University's response of May 23, 2016. As such, the University does not have any additional information to provide. Sincerely [redacted], Ph.D. Associate Vice President of Student Dispute Resolution For Ashford University Tell us why here...
April 8, 2016
[redacted]
Dear [redacted]
On March 1, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within your Revdex.com complaint, you alleged the following:
I have contacted them...
several times about making payments and request medical excuses forms for classes missed. While waiting for forms to correct amount due the debt was sent to collections. I tried to make payments to keep it from defaulting but there was a known problem on their website that was preventing online payments to be made. I tried to make a payment several times but it was sent to collections before [the] website payment issue was corrected. I contacted them and asked for [the] debt to be recalled from the collection agency. They told me there was nothing they could do until I filled out the medical forms. They still have not sent me the forms after requesting them over the phone and via email.
You stated the resolution you are seeking is to have your student account balance due recalled from the external collection agency and removed from your credit report. You also stated that you want to make payments directly to the University.
Thank you for allowing the University sufficient time to investigate and prepare the following response.
Allegation Related to Personal Hardships
The University’s 2013-2014 Academic Catalog states that a tuition credit may be approved and applied for the following documented reasons that directly impacted a student’s ability to continue in their course or program during the timeframe in which the course occurred: Documented military deployment that resulted in an inability to continue in the course or program; documented emergency personal or family medical reasons; documented act of nature; documented death in the immediate family; documented temporary severe economic hardship (Attachment A).
The University’s 2013-2014 Academic Catalog states that to drop a course(s), a student must contact his or her assigned Admissions Counselor, University Advisor, Student Advisor, or other advisor within the Admissions or Student Services Departments. Students who officially drop from a course or courses during the add/drop period, which is before the conclusion of the first instructional week, will have that course removed from their academic transcripts (Attachment B). Additionally, students who post attendance during week two (2) of a course or after will be partially or fully financially responsible for the cost of the course (Attachment C).
On June 12, 2013, you completed, electronically signed and submitted the online application to the Bachelor of Arts in Education Studies degree program at the University. 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 D).
From June 25, 2013, to October 7, 2013, you successfully completed three (3) courses in your first academic year.
On December 24, 2013, you were withdrawn from the University because you did not meet the University’s attendance policy requirements (Attachment E).
On May 29, 2014, you re-entered the University. Since you had been out of attendance for over 180 days, according to the University’s Financial Aid Policy, that enrollment period began with a new first academic year. From June 10, 2014, to June 22, 2015, you successfully completed two (2) courses and unsuccessfully completed four (4) courses. Below is an analysis of the courses you unsuccessfully completed in that subsequent first academic year:
ENG 122 term 5_1424
On June 10, 2014, you began your English Composition II (ENG 122) term 5_1424 course. On June 15, 2014, you asked Readiness Advisor [redacted] if you could reschedule your course because you forgot that your course had started and you were “too swamped with work to get caught up.” On the following day, [redacted] advised you of the University’s three (3) consecutive N/A grade policy, and since you had two (2) previous N/A grades, that your third N/A would result in dismissal from the University (Attachment F). [redacted] advised you to contact your instructor and see if they would be willing to work with you. On the same day, you told [redacted] you would contact your instructor.
On July 8, 2014, you asked [redacted] to be withdrawn from your course because you had a grade of 7% in the course. [redacted] advised you that as long as you did not continue to post attendance in the course, you would be withdrawn. [redacted] advised you that you would, however, be financially responsible for the cost of the course. Your last date of recorded attendance in the course was July 14, 2014, which was during week five (5) of the course. Your completed the course with an earned grade of “WF.”
The investigation does not reveal that you told your advising staff that you experienced a personal hardship during the course. The investigation reveals that you were advised by your advising staff that you would be financially responsible for the cost of the course. The investigation reveals that your advising staff could have been more clear about what type of withdrawal grade you would earn, however, at all times you were going to be financially responsible for the cost of the course, per the University’s Tuition Refund Policy (Attachment C).
INF 103 term 5_1429
On July 15, 2014, you began your Computer Literacy (INF 103) term 5_1429 course. On August 18, 2014, you completed your course with an earned grade of “F.”
The investigation does not reveal that you told you advising staff that you experienced a personal hardship or requested to withdraw during this course. The investigation reveals that you were charged tuition and fees for this course in accordance with University policy.
ANT 101 term 5_1434
On August 19, 2014, you began your Introduction to Cultural Anthropology (ANT 101) term 5_1434 course. On September 9, 2014, you told [redacted] that you wanted to be withdrawn from the University for personal reasons. On the following day, [redacted] advised you that she would like to set up a telephone appointment with you. Between September 11, 2014, and September 16, 2014, [redacted] attempted to contact you by telephone and email. On September 17, 2014, you were withdrawn from the University because you did not meet the University’s attendance policy requirements (Attachment E). Your last date of recorded attendance in the course was September 1, 2014, which was during week two (2) of the course. You were charged for 50% of the cost of the course in accordance with the University’s Tuition Refund Policy (Attachment C).
The investigation does not reveal that you told your advising staff that you experienced a personal hardship during your course. The investigation reveals that you were charged tuition and fees for your course in accordance with University policy.
ENG 122 term 5_1506
Between February 3, 2015, and March 9, 2015, you completed your ENG 122 term 5_1506 course with an earned grade of “C.”
GEN 103 term 5_1511
On March 10, 2015, you began your Information Literacy (GEN 103) term 5_1511 course. On April 13, 2015, you completed your course with an earned grade of “F.” Your last date of recorded attendance in the course was April 2, 2015, which was during week four (4) of the course.
The investigation does not reveal that you told you advising staff that you experienced a personal hardship or requested to withdraw during this course. The investigation reveals that you were charged tuition and fees for this course in accordance with University policy.
GEN 103 term 5_1521
Between May 19, 2015 and June 22, 2015, you completed GEN 103 term 5_1521 with an earned grade of “D.”
Your last date of recorded attendance at the University is June 22, 2015.
The investigation does not reveal that you told your advising staff that you experienced a personal hardship or requested a Tuition Credit Request during any of your courses. The investigation reveals that on January 29, 2016, you told College Advisor [redacted] that you wanted to dispute your course grades because you were hospitalized during your enrollment. On the same day[redacted] provided you with the grade appeal process and advised you that you would need to submit supporting documentation. University record does not indicate that you submitted any documentation of your hardship or that you filed any grade appeals.
Allegations 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 completes when the student successfully completes eight (8) courses totaling twenty-four (24) until within forty (40) weeks of instructional time (Attachment G).
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 their fifth course before they become eligible to receive their second disbursement (Attachment G). Unsuccessfully completed competency courses must be repeated and thus may impact the overall cost of attendance. This means that the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year.
First Academic Year
Between June 25, 2013, and October 7, 2013, you successfully completed three (3) courses. During this time, tuition and fees posted to your student account in the amount of $4037. On October 2, 2013, financial aid funds were disbursed to your student account in the amount of $4701. On January 24, 2014, the University issued you stipend checks in the total amount of $664. Your student account balance at the end of your first academic year was “zero.”
Subsequent First Academic Year
On May 28, 2014, you asked Readiness Advisor [redacted] if you could reenter the University and begin your courses on June 10, 2014. [redacted] advised you that he would set up a re-entry review and notify you once your courses were scheduled. On the following day, your re-entry to the University was approved for your Bachelor of Arts in Education Studies degree program. On May 30, 2014, [redacted] notified you that your next scheduled course, English Composition II (ENG 122), was scheduled to begin on June 19, 2014. Since you had been out of attendance for over 180 days, per the University’s Financial Aid Policy, you began a second first academic year.
Between June 10, 2014, and June 22, 2015, you successfully completed two (2) courses and unsuccessfully completed four (4) courses in your subsequent, first academic year. During this time, tuition and fees posted to your student account in the amount of $7570 (Attachment H). Between June 26, 2014, and June 23, 2015, financial aid funds were disbursed to your student account in the amount totaling $16,507 (Attachment H). On July 3, 2014, the University issued you stipend checks in the total amount of $2479 (Attachment H). Between October 3, 2014, and May 14, 2015, due to your withdrawals from the University, the University refunded $8445 of financial aid funds that you were not eligible for to the federal student aid program, in accordance with the Return of Title IV Funds policy (Attachment I) ). On December 1, 2015, you made a $50 payment towards your student account balance due (Attachment H). A breakdown of your student account balance due for your subsequent, first academic year is as follows:
Tuition and Fees: $7570
Financial Aid Disbursed: $16,507
Sti Stipend Issued: $2479
Refunds: $8445
Payments: $50
Account Balance Due: $16,507 - $7570 - $2479 - $8445 - $50 = $1937 (Attachment H)
Between August 11, 2015 and November 19, 2015, the University’s Collections department followed its process and attempted to reach you at least seven (7) times by email and telephone, prior to referring your student account balance due to an external collection agency. You student account balance due was placed with an external collection agency on November 24, 2015.
The investigation revealed that the University’s Student Portal experienced a technical glitch for student-initiated payments in November 2015 and that the issue was resolved in early December 2015. The investigation does not reveal that you set up a repayment plan with the University’s Collection department. The investigation reveals that if you had set up a repayment plan, automated payments to your student account would not have been impacted.
Conclusion
Based on the above, the findings of the investigation do not reveal that you notified your advising staff that you experienced a medical hardship during your enrollment. Per the University’s Academic Catalog, there are opportunities to assist student’s experiencing hardships during their enrollment. At this time, the University denies your resolution request to recall your student account balance due from the external collection agency and/or reduce your student account balance due. However, if you are able to provide sufficient documentation of the hardship you experienced during your enrollment, the University will review the documentation for consideration. Please feel welcome to send documentation directly to me at the e-mail address indicated below.
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 II
for Ashford University
Encls. /9/ Attachment A, Tuition Credit Request Policy
Attachment B, Course Drop Policy
Attachment C, Tuition Refund Policy
Attachment D, Online Application
Attachment E, Attendance Policy
Attachment F, Consecutive NA Policy
Attachment G, Financial Aid Policy
Attachment H, Ledger Card
Attachment I, Return of Title IV Funds Policy
March 8, 2016
[redacted]
Dear [redacted]
On March 1, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within your Revdex.com complaint, you stated the following:
They still have not provided me a statement that when I pay this balance I will be finished and receive my diploma. I responded with this statement and they have not acknowledge my reply. I have no recourse if I
pay this balance and they come up with another balance. I want a statement from them that when I pay this balance I will receive my diploma and the holds will be lifted off of my records so I will have access to my
transcript and my records!
On February 22, 2016, the University issued you a response to your Revdex.com complaint received on January 27, 2016 (Attachment A). Within this response, the University advised you of the account balance due in the amount of $540.95 (Attachment A).
Upon payment of your balance due in the full amount of $540.95, the University will remove the account balance hold on your student account. At that time, you will have access to your transcripts and the University will issue your diploma.
Please contact Collections Specialist Lead [redacted] at[redacted] to arrange payment of your account balance due.
If you have any additional questions, please feel welcome to contact me at ([redacted] or at [redacted]
Sincerely,
[redacted]
Student Complaint, External Relations Specialist
for Ashford University
On July 13, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). 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
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]
On April 3, 2015, Ashford University (University) issued a written response to the complaint you had previously submitted to the Revdex.com (Revdex.com) (Attachment A, University Response dated April 3, 2015). On April 8, 2015, the University received the rebuttal statement you submitted to the Revdex.com. The University’s review of that rebuttal statement did not find any new, specific information that was not previously addressed by the University in its written response of April 3, 2015. However, in our telephone conversation on April, 10, 2015, you did indicate a request for the University to provide additional information regarding its billing policy, including its billing of four courses at a time.
Tuition and fees are billed on a financial aid payment period basis, regardless of payment option. For online undergraduate programs, a payment period is a minimum of 20 weeks of instructional time and 12 successfully earned credits. This is typically four courses taken sequentially during the payment period (Attachment B, Terms of Billing and Payment Policy).
It is always the intention of Ashford University and its employees to provide excellent student services. If you would like to discuss the outcome of your complaint with me directly, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /2/ Attachment A, University Response dated April 3, 2015
Attachment B, Terms of Billing and Payment Policy
September 11, 2017
Dear Ms. [redacted],
Thank you for the opportunity to respond to Ms. [redacted] complaint. In her complaint which you forwarded to Ashford University on September 1, 2017, Ms. [redacted] stated:
I have been going to Ashford University since January. Every month since January, I...
had have a class each month. in my final week of class for July, I noticed that I didn't have any classes for August, so I focused on family members that were in the hospital and gaining more hours at work to fill up my free time from school. I didn't get any emails regarding no classes until August 15 from my academic advisor Hale Soyster. The email on August 15 was exclaiming that the school had knowledge that there was a gap in my schedule and I had a time limit to fill out a academic leave or I will be kicked out of the school. Since I didn't see the email until August 17, I got kicked out of their school and I have to start paying back the student loan before I can take classes again. While attending Ashford University, they were really organized about keeping my online classes organized and ready for me to attend until August. When I first enrolled at Ashford University, the enrollment service advisor [redacted] exclaimed to me, that the major I choose, I would not have to pay any of the student loan back until I graduate in 4 years. Even through the first 2 classes, the teachers was explaining that I will only pay the student loan back until after I graduate from the University. When I spoke to the school advisor Hale Soyster on August 17h, he explained to me that since I didn't respond back to his email on August 15 within the time frame in regards to the gap that they put in my academic schedule, that I will have to start paying back the student loan before I can start classes again. I am extremely confused by the different stories that I received from different Ashford University counselor on my academic journey. I have complied with all rules that were required to received a education at Ashford University. there for, I am puzzled by the University's changing their commitment to my scholarship that was started at the inception of me getting a education.
Ms. [redacted] proposed the following resolution:
I want to be reimbursed of the prepaid money for the classes of September, October and November. The remainder of my student loan should be sent to Frederick Community College immediately.
I have investigated Ms. [redacted] concerns and determined that a gap in the scheduling of Ms. [redacted] academic courses created an attendance issue that threatened Ms. [redacted] continued access to Federal Student Aid funds. In order to mitigate this issue, the University attempted to contact Ms. [redacted] to encourage her to submit an academic leave request. Unfortunately, Ms. [redacted] did not respond to this communication and the University was required to withdraw her from her academic program. This withdrawal triggered a mandatory Return of Title IV funds (R2T4) calculation to determine what, if any, of Ms. [redacted] Federal Student Aid funds were required to be returned to the Federal Student Aid Program (FSAP). Ultimately, a portion of these funds were returned to the FSAP, and this resulted in a balance of $1,491 on Ms. [redacted] student ledger.
With regard to Ms. [redacted] proposed resolution, following Ms. [redacted] withdrawal the University unregistered her from her upcoming courses and credited her account accordingly. The University has no authority to transfer any of Ms. [redacted] Federal Student Aid funds to another institution.
The University regrets any inconvenience Ms. [redacted] experienced and, as a gesture of goodwill, will credit her account in the amount of $1,491, leaving her with no balance owed to the University. Please allow at least ten (10) business days for this account adjustment to be reflected on her student ledger.
Please let me know if I may be of further assistance.
Best regards,
[redacted]
The student’s concerns mirror similar concerns that the student had filed with a separate agency. The 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 large. Could you please confirm that you received this?
Thank you!
[redacted]
J.D./DIRECTOR OF STUDENT GRIEVANCE RESOLUTION
September 15, 2017 Dear Ms. [redacted],Thank you for the opportunity to respond to Ms. [redacted] complaint. In her complaint which you forwarded to Ashford University on September 11, 2017, Ms. [redacted] stated: I was in a course MGT380 and [redacted] was the instructor. My computer...
crashed, mind you this is an online college, and I sent her two videos of the computer and what it was doing. I asked for a one dayextension and she denied it stating that it was "an excuse." My computer was not up and running until the next morning, the day the final was due. My computer wiped everything to include my final. I informed her of this. She told me "you know that free computers are available at any public library and community college--for everyone's use, right? We have many public Libraries and community colleges in the country" She then reiterated in another email 4 minutes later stating that "free computers are available at any public library and community college in this country--for everyone's use." First off, I serve this country, I do not need my instructor to be condescending toward me and tell me what is free in this country. Second, I am not capable of taking my two kids with me to the library and have them run around while I rewrite my entire final. I do not care that I will be docked points for being late, I care about how this teacher treated me. It's completely unreasonable to not grant the extension, as this is an online college and I'm sure this happens often. This is the most unprofessional communication I have experienced. When I tell [redacted] this, I am attacking her verbally and I need to watch my tone. This is all due to me not receiving the answer that I like. No, this is due to her taking my legit circumstances and identifying it as an "excuse" and then decided she was going to be condescending toward me about the country and what is free in it. After I told [redacted] I would be taking this up with the School, she then tried to back track and lecture me about not following the professors instructions about informing her that I was in the military. She was incorrect, the email was in the same thread at the very bottom and she responded and knew Ms. [redacted] proposed the following resolution:For the teacher to me reprimanded/counseled and understand she cannot talk to who her students any way she pleases. The University has an established process in place to address and resolve disputes that students may have with their instructors. On September 5, 2017, a University representative advised Ms. [redacted] to submit an Instructor Issues form per the University academic catalog. I concur with this representative’s advice and ask that Ms. [redacted] utilize the established dispute resolution process.Best regards,[redacted]
May 13, 2016 [redacted] Dear [redacted] On March 22, 2016, Ashford University (University) received Revdex.com Complaint # [redacted]. In that complaint, you alleged that: • You provided all the documentation requested by the University to be...
packaged for financial aid but your financial aid was not timely packaged, which resulted in a balance due. In your complaint, you listed the following as the resolution you seek: • For the University to credit your student account the amount of $3,000. The University conducted an investigation of your concern. The following information details the findings of the investigation and addresses your resolution request. On August 27, 2013, you completed, electronically signed and submitted the University's online application for admission into the Bachelor of Arts in Business Leadership degree program (Attachment A). The online application indicated that that your primary finance option was “Military – VA” and your secondary payment option was “Cash” (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 University Academic Catalog (University Catalog). Allegation regarding financial aid processing The University’s Terms of Billing and Payment Policy states the following: Tuition and fees are billed on a financial aid payment period basis, regardless of payment option. For online undergraduate programs, a payment period is a minimum of 20 weeks of instructional time and 12 successfully earned credits. This is typically four courses taken sequentially during the payment period. For online graduate programs, a payment period is a minimum of 18 weeks of instructional time and 9 successfully earned credits. This is typically three courses taken sequentially during the payment period. [redacted] payment periods align with enrollment terms. Tuition and fees that are associated with future courses are subject to change. Tuition is due according to the terms and conditions of a student’s selected Payment Option. See the section on Payment Options for more information. Ashford 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 credits will not be forwarded to another institution or potential employer until all accounts with Ashford University are paid in full. The University’s Military Veteran’s Benefits Plan states the following: Ashford University is approved by the Department of Veterans Affairs. 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. To qualify, students must submit a signed Student Finance Agreement, prior to the start of the course/term (Attachment C). From September 13, 2013, to Nov 2, 2015, you completed 18 courses and all tuition was paid directly to the University by the Department of Veteran Affairs using your VA education benefit funds (Attachment D). On August 31, 2015, the University received an Institutional Student Information Report (ISIR) in your name from the Federal Student Aid Program. (Note: an ISIR is a summary of information taken from your Free Application for Federal Student Aid (FAFSA) and is used by post-secondary institutions to package a student’s federal financial aid.) On October 8, 2015, a University representative sent you an email that indicated receipt of the aforementioned ISIR and asked you to contact the University to clarify whether you intended for the University to package and disburse federal financial aid for your enrollment. On November 6, 2015, the University received a Student Portal message from you that indicated your VA education benefit had exhausted and that you wanted to consider using financial aid to cover the cost of your remaining courses not covered by VA education benefit funds. On November 12, 2015, an Account Resolution Coordinator sent you an email that told you the University needed a Master Promissory Note and Entrance Loan Counseling on file and that both needed to be completed through the Federal Student Aid Program in order for the University to package you federal financial aid student loans. That email also included information about updating your primary finance option at the University. (Note: a review of your ISIR indicated that your Earned Family Contribution (EFC) number was too high for federal financial aid grant funding.) On January 7, 2016, after exchanging emails with your Student Advisor about proceeding with financial aid processing to cover the cost of your remaining courses not covered by VA education benefit funds, the University received your updated payment option change form. On or about January 8, 2016, the University’s Financial Aid Office appears to have received your Master Promissory Note and Entrance Loan Counseling from the Federal Student Aid Program. On February 29, 2016, you completed your degree program at the University. On March 8, 2016, after exchanging emails with your Student Advisor about proceeding with financial aid processing to cover the cost of your remaining courses not covered by VA education benefit funds, the University received your Master Promissory Note and Entrance Loan Counseling from the Federal Student Aid Program. On March 11, 2016, an Account Resolution Coordinator sent you an email that indicated the University could not package your federal financial aid student loan as you were no longer in attendance and, per Federal Student Aid guidelines, federal financial aid student loans could not be packaged for disbursement while a student is out of attendance. Based on the above, the University appears to have received the requested federal financial aid documents from you prior to your degree program completion and should have proceeded with processing your federal financial aid. Conclusion Based on the above, the University approves your resolution request to credit your student account $3,000 and regrets any inconvenience the delayed processing of your federal financial aid may have caused. Please allow two to three weeks for the adjustment to reflect on your student account. It is always the intention of Ashford University to provide excellent student services. If you have any questions regarding the outcome of this investigation, please contact me directly at [redacted] or [redacted] Sincerely, [redacted] Associate Director, Student Dispute Resolution for Ashford University Encls. /4/
Attachment A Online Application for Admission Attachment B Terms of Billing and Payment Policy Attachment C Military Veteran’s Benefits Plan Policy Attachment D Ledger Card
On April 1, 2015, Ashford University (University) received the complaint you submitted to the Revdex.com (Revdex.com) and referred...
your complaint to the Office of Student Grievance Resolution for investigation. On April 2, 2015, the University approved your Authorization to Release Student Records Form, as required by the Federal Education Rights and Privacy Act (FERPA), and will provide the Revdex.com a copy of this letter.
In your complaint, and in our conversation on April 13, 2015, you alleged the following:
· That the University did not process your VA education benefit timely and correctly and did not notify you of the VA education benefit refund in the amount of $1,803 until several months after you graduated.
In your complaint, you stated the following as the resolution you seek:
· For the University to credit your student account balance due in the amount of $1,803.
The University conducted a thorough and impartial investigation of your concerns. The following details the findings of the investigation and addresses your concern and resolution request.
Allegation regarding your VA military education benefit refund and student account balance due
In your complaint, you alleged that the University did not process your military education benefit timely and correctly and did not notify you of the VA education benefit refund in the amount of $1,803 until several months after you graduated.
On November 26, 2012, you completed, electronically signed and submitted the University’s online application for admission. 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, Online Application and Acknowledgment).
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 B, Financial Aid Policy).
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, Financial Aid Policy). Unsuccessfully completed courses may influence the overall cost of attendance.
Ashford University is approved by the Department of Veterans Affairs. 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. Applicable fees are due on or before the start date of each course/term (Attachment C, Military Veteran Benefits Plan Policy).
Students who graduate from an Ashford University or University of the Rockies degree program and enroll in an online Ashford University or University of the Rockies degree program qualify for an Alumni Tuition Grant. Students who qualify for the Alumni Tuition Grant must successfully complete four attempted courses after matriculation into an undergraduate degree program or three attempted courses after matriculation into a graduate degree program. The tuition grant will then be applied to the student’s account in the amount of tuition charged for the fifth or fourth attempted course to apply to the cost of the course, depending on the student’s degree program (Attachment D, Alumni Tuition Grant Policy).
On November 5, 2013, you successfully completed the Bachelor of Arts, Criminal Justice degree program, and on November 27, 2012, you began the Masters of Arts, Organizational Management degree program.
From November 27, 2012, to April 15, 2013, you successfully completed the first three scheduled courses in the program and the University received and applied tuition payments from the Department of Veterans Affairs (VA) toward the tuition cost of those courses (Attachment E, Degree Progress Report; Attachment F, Ledger Card).
On April 8, 2013, the University received a tuition payment on your behalf from the VA in the amount of $1,803, to be applied toward the tuition cost of OMM 625, Learning Organizations and Effectiveness, the scheduled fourth course in your degree program.
From April 16, 2013, to May 27, 2013, you attended and successfully completed OMM 625.
On April 23, 2013, the Alumni Tuition Grant (ATG) in the amount of $1,803 was applied to your student account for the tuition cost of OMM 625, creating a credit balance on your student account in the amount of $1,803.
On February 19, 2014, the University issued a stipend directly to you by direct deposit in the amount of $5,464, inadvertently including the aforementioned credit balance in the amount of $1,803.
On June 9, 2014, you successfully completed the MA, Organizational Management degree program. As of July 11, 2014, your enrollment status was moved to “graduate,” your diploma was issued and your student account reflected a zero balance.
On July 22, 2014, the University issued a refund in the amount of $1,803 to the VA, bringing your student account balance due to $1,803.
On March 25, 2015, Collections Specialist [redacted] contacted you regarding your student account balance due in the amount of $1,803.
Conclusion
Based on the information above, the University timely and correctly processed your VA education benefit. However, as it appears there may have been confusion regarding the required refund to the VA in the amount of $1,803, the University has approved your resolution request and will credit your student account $1,803, bringing your student account balance to zero. Please allow two to four weeks for the adjustment to reflect on your student account.
It is always the intention of Ashford University and its employees to provide excellent student services. If you would like to discuss the outcome of your complaint with me directly, please contact me at [redacted] or at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /6/ Attachment A, Online Application and Acknowledgment
Attachment B, Financial Aid Policy
Attachment C, Military Veteran Benefits Plan Policy
Attachment D, Alumni Tuition Grant Policy
Attachment E, Degree Progress Report
Attachment F, Ledger Card
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.
September 13, 2017
Dear Ms. [redacted],
Thank you for the opportunity to respond to Ms. [redacted]’ complaint. In her complaint which you forwarded to Ashford University on September 1, 2017, Ms. [redacted] stated:
I have a few concerns with this establishment. My first concern is the school forcing me to retake a course (at a 100% cost to myself) based on a negative grade I was given by a professor who stated that there was 79% similarity in my paper when the originality report is showing 2%. This is a substantial difference in numbers and does not warrant the professor scoring all of my papers as a zero. I have appealed this grade with the supporting paperwork and they school has backed the decision original scoring with the "subjective" opinion vs actual concrete factual material that comes from a computerized
program. Additional concerns is the that school is taking back money that was from a grant and charging my account back that money. All of my tuition up to the start of 2017 was paid for between my employer and a Leadership Development Grant from the school. No money was to be paid out of my pocket. Prior to finishing the second session of my schooling (using student loan money) the balance on my account was -$141.27 (this was due to me actually making a payment out of pocket for that $141.27. Since then the school has "refunded themselves" $3863.08. When I contact the school they tell me not to worry about that balance that is showing, yet the school has drawn a couple more student loans to cover the money "taken" from me in addition to the course that they want me to completely take over.
Ms. [redacted] proposed the following resolution:
I want my money refunded back of the $3863.08 that should not have been refunded out of my account. I also want my papers graded by a 3rd party since the school seems to not be objective in this case. Total money that the school is attempting to collect is with their faulty practices is $5884.08. If my papers can not be graded (at the cost of the University) by a 3rd party. Then I request a grade of a C (despite that being lesser than what is should have been) and the "F" wiped off of my GPA. This will prevent the requirement of the school forcing me to retake the course in order to get my degree. This is my last class needed for my degree so it is a matter of having the school to continue to defraud me and pay this additional money in addition to the $15,000 already just to have my degree (which I rightfully have earned).
Ms. [redacted] submitted a University grade appeal and the University followed its established processes and procedures in reviewing that appeal. The University stands by its decision as to Ms. [redacted]’ grade appeal.
Ms. [redacted] did benefit from Ashford University’s Leader Development Grant (LDG), a successful and popular program intended to help students avoid educational loan debt by funding a recipient’s direct education-related costs. Per the University’s enrollment agreement, a student participating in the LDG program may not receive both LDG and Federal Student Aid (FSA) funds. The LDG program does not prevent students from applying for and receiving FSA, but should a student elect to receive FSA funds they are no longer eligible for LDG funding.
During her academic year that began on July 19, 2016, Ms. [redacted] applied for, was awarded, and elected to receive FSA funds. As a result, she lost eligibility for LDG funds that were disbursed to her prior to her removal from the LDG program. These LDG funds were recouped as part of a routine audit triggered by the disbursement of Ms. [redacted]’ FSA funds.
I note here that the University has extended its Corporate Continuation Grant (CCG) to Ms. [redacted]. Under the CCG, students who were formerly eligible for the LDG enjoy a 20% tuition discount as they complete their academic degree.
Please let me know if I may be of further assistance.
Best regards, [redacted]
[redacted]
I apologize for any confusion on this matter. It is the case that your account has been returned to Ashford University and the balance remains $3,583.77. A number of accounts have been returned to Ashford recently and unfortunately your student ledger had not yet been updated at the time of our last response. Questions related to the outstanding balance should be directed to our Collections Department at [redacted]
Regarding the amounts you cite of $1,176, $990, and $1,980, these are the amounts of Federal Direct Subsidized Loans that the University was required to return to the Federal Financial Aid Program. These amounts were returned on February 4, 2013 to[redacted], account number [redacted]
You have previously been provided with an accounting of your financial aid and how it was applied to your tuition, provided to you in the form of a stipend, or refunded to the lender. The University maintains that the amount of $3,583.77 properly reflects the balance remaining on your account.
Finally, I have compiled and included here as an attachment the eleven (11) emails that kept you apprised of your financial aid status and options during your enrollment. These emails described the type of financial aid you were receiving, the dollar amount you would receive, and the date that money would be disbursed. These emails also explained the manner in which the funds would be applied to your account and informed you as to where you could check the status of your student account balance. You were also provided information regarding your option to decline the financial aid package as offered. I am unable to locate any records indicating you did so or that you challenged the legitimacy of any aspect of your loans or grants in response to these email updates.
I hope that this additional information will allay any concerns you may have concerning the status of your account with Ashford University.
Sincerely,
[redacted]
Good afternoon. I submitted the form the Ashford within the 5 days as requested. I also sent an email to Revdex.com with the confirmation code. Please advise as to the status of my complaint. Thank you.
I do not have any money to pay them. I feel they are doing this because I left and have been emailing me to come backI wasn't aware of my account due until I decided to leave the university
July 27, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint Number [redacted]
Dear [redacted]
On July 10, 2015, Ashford University issued a written response to your May 22, 2015 Revdex.com (Revdex.com) complaint. The 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.com. The 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, 2015 written response. Regarding 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 verification. In addition, the findings of the investigation did not reveal the University failed to adhere to its procedure for Verification for Federal Student Aid Eligibility. Accordingly, 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]2 or at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encl. University Response dated July 10, 2015
August 4, 2017
Dear Ms[redacted]
Thank you for the opportunity to respond to Ms. [redacted]’s complaint. In her complaint which you forwarded to Ashford University on July 27, 2017, Ms. [redacted] stated:
I emailed the school earlier today, and am very upset with their financial aid practices. When I...
began my BA degree in 2014, I signed up for the maximum amount of my loans so that I will be able to live during the time I was taking courses. During the past 3 years, the school has eaten through all of my student loans, I have received less than [redacted] in stipends over that period. Last month I called the school because I was concerned about my last 3 classes due to the last award letter I had received, I was then informed that they were notified that I no longer had funding through the Federal Government and that I owed them an estimated [redacted] or they would put a hold on my diploma and transcripts. I was told that even though I am a disabled student that I needed to start paying them ASAP. On the 11th of this month, they received the final payment from the Federal Government, and my account is showing an estimated [redacted] outstanding balance. Upon further investigation, I found out that my student loans provided an extra [redacted] for living other expenses, of which I never received. I am filing complaints of misuse of my student loan funds.
Ms. [redacted] proposed the following resolution:
I want the $[redacted] is owed to me via my student loans this year, of which that adjustment will pay for my last three classes and I can graduate and put Ashford Behind me.
The University denies Ms. [redacted]’s serious allegation that the University “misused” her student loan funds. The University properly applied Ms. [redacted]’s student loan funds to tuition and fees Ms. [redacted] incurred while pursuing her degree. I have included Ms. [redacted]’s student ledger card which reflects all tuition, fees, charges, payments, stipends, and refunds associated with Ms. [redacted]’s University account. (Exhibit 1) I note that Ms. [redacted] received $[redacted] in stipends while enrolled at the University.
The U.S. Department of Education administers student financial aid through its Office of Federal Student Aid. The student is a participant in the financial aid award process and is required to submit a Free Application for Federal Student Aid (FAFSA) as well as an Institutional Application prior to being “packaged” for financial aid. This financial aid package includes budgeting for both institutional costs (such as tuition) as well as cost of living expenses (such as room and board). The student is notified that a financial aid package has been created, and the student may decline the financial aid if he or she chooses to do so, since it is the student, not the University, who is applying for the loans.
The University followed the same financial aid packaging process described above with Ms. [redacted]. Funds budgeted during this process are disbursed as reflected on her student ledger card. There is no separate disbursement for cost of living expenses, and of course, Federal Student Aid funds are primarily intended to pay for tuition and fees associated with higher education.
The U.S. Department of Education also provides notice to students regarding whether they are approaching aggregate loan limits imposed by the Federal Government. Ms. [redacted] received this notice in the form of a Student Aid Report (SAR) dated November 17, 2015.
As part of her Enrollment Agreement, Ms. [redacted] acknowledged that she is financially responsible for any and all charges incurred, and she elected financial aid as her primary payment option and cash as her secondary payment option. Additionally, she acknowledged that she had read and understood the University Academic Catalog, which contains notice that the University will withhold transcripts and diplomas pending settlement of outstanding balances. This provision is not unique to Ashford University.
Finally, I found no evidence in Ms. [redacted]’s student record that a University representative had discussed Ms. [redacted]’s disability in connection with her account balance. I am happy to reexamine this matter should Ms. [redacted] provide additional details regarding this allegation.
In conclusion, I have determined that the University properly processed and applied Ms. [redacted]’s Federal Student Aid funds and that Ms. [redacted] received stipends in the amount of [redacted] I am unable to grant the resolution she has proposed as funds budgeted in her financial aid package have already been disbursed to her.
Please let me know if I may be of further assistance.
Best regards,
[redacted]
Exhibits:
1) Student Ledger Card
April 28, 2016
[redacted]
Dear [redacted]
On March 22, 2016, Ashford University (University) received Revdex.com Complaint # [redacted] In that complaint, you alleged that:
· You received a grade of...
“F” in course BUS 644, term 6_1547, due to a false allegation from your instructor that you had plagiarized part of your final assignment.
In your complaint, you listed the following as the resolution you seek:
· For the University to refund your student account the total tuition and fees cost of BUS 644, term 6_1547.
The University conducted an investigation of your concern. The following information details the findings of the investigation and addresses your resolution request.
Allegation regarding plagiarism in course BUS 644, term 6_1547
On January 13, 2015, you completed, electronically signed and submitted the University's online application for admission into the Master of Arts in Business administration degree 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 University Academic Catalog (University Catalog).
The Academic Integrity Policy indicates the following regarding plagiarism:
Plagiarizing denies the student the powerful opportunity to develop as an ethical and conscientious human being. Representing the words or ideas of another as one’s own in any academic exercise. This definition includes draft assignments that are submitted and graded as a part of the curriculum. Plagiarism occurs when a student deliberately uses the ideas, language, or other material (that is not common knowledge) without acknowledging the original source. The use of materials, including printed or online texts, as well as the work of others, can be considered plagiarism when presented as one’s own work (Attachment B).
On November 17, 2015, you began course BUS 644, term 6_1547. On January 11, 2016, your instructor submitted your grade to the University, which indicated an earned grade of “F”.
Per the University’s Grade Appeal Policy, upon receipt this Revdex.com Complaint, the Office of Academic Integrity was asked to review the grading by the instructor to determine whether the “instructor was incorrect with respect to an objective fact within the discipline and this error affected the student’s final grade” (Attachment C).
According to the review conducted by the Academic Integrity Administrator, the final assignment you submitted in BUS 644, 6_1547, substantially matches the content an assignment you had submitted during a previous course, BUS 640, 6_1541. Also, a comparison of that final assignment against other coursework previously submitted by you or other students found an 86% match of coursework content. The review also found that your final assignment substantially matches coursework available for purchase online at [redacted]
Based on the above, your instructor acted within his discretion when he graded your final assignment a zero due to plagiarism.
Conclusion
Based on the above, the University denies your resolution request.
It is always the intention of Ashford University to provide excellent student services. If you have any questions regarding the outcome of your formal grievance, please contact me directly at [redacted]
Sincerely,
[redacted]
[redacted]
Associate Director, Student Dispute Resolution
for Ashford University
Encls. /3/ Attachment A Online Application for Admission
Attachment B Academic Integrity Policy
Attachment C Grade Appeal Policy
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]
May 26, 2016 Ms. [redacted] [redacted] Dear Ms. [redacted]: The rebuttal complaint does not indicate a new concern or provide new information that was not otherwise addressed in the University's response of May 23, 2016. As such, the University does not have any additional information to provide. Sincerely [redacted], Ph.D. Associate Vice President of Student Dispute Resolution For Ashford University Tell us why here...
April 8, 2016
[redacted]
Dear [redacted]
On March 1, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within your Revdex.com complaint, you alleged the following:
I have contacted them...
several times about making payments and request medical excuses forms for classes missed. While waiting for forms to correct amount due the debt was sent to collections. I tried to make payments to keep it from defaulting but there was a known problem on their website that was preventing online payments to be made. I tried to make a payment several times but it was sent to collections before [the] website payment issue was corrected. I contacted them and asked for [the] debt to be recalled from the collection agency. They told me there was nothing they could do until I filled out the medical forms. They still have not sent me the forms after requesting them over the phone and via email.
You stated the resolution you are seeking is to have your student account balance due recalled from the external collection agency and removed from your credit report. You also stated that you want to make payments directly to the University.
Thank you for allowing the University sufficient time to investigate and prepare the following response.
Allegation Related to Personal Hardships
The University’s 2013-2014 Academic Catalog states that a tuition credit may be approved and applied for the following documented reasons that directly impacted a student’s ability to continue in their course or program during the timeframe in which the course occurred: Documented military deployment that resulted in an inability to continue in the course or program; documented emergency personal or family medical reasons; documented act of nature; documented death in the immediate family; documented temporary severe economic hardship (Attachment A).
The University’s 2013-2014 Academic Catalog states that to drop a course(s), a student must contact his or her assigned Admissions Counselor, University Advisor, Student Advisor, or other advisor within the Admissions or Student Services Departments. Students who officially drop from a course or courses during the add/drop period, which is before the conclusion of the first instructional week, will have that course removed from their academic transcripts (Attachment B). Additionally, students who post attendance during week two (2) of a course or after will be partially or fully financially responsible for the cost of the course (Attachment C).
On June 12, 2013, you completed, electronically signed and submitted the online application to the Bachelor of Arts in Education Studies degree program at the University. 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 D).
From June 25, 2013, to October 7, 2013, you successfully completed three (3) courses in your first academic year.
On December 24, 2013, you were withdrawn from the University because you did not meet the University’s attendance policy requirements (Attachment E).
On May 29, 2014, you re-entered the University. Since you had been out of attendance for over 180 days, according to the University’s Financial Aid Policy, that enrollment period began with a new first academic year. From June 10, 2014, to June 22, 2015, you successfully completed two (2) courses and unsuccessfully completed four (4) courses. Below is an analysis of the courses you unsuccessfully completed in that subsequent first academic year:
ENG 122 term 5_1424
On June 10, 2014, you began your English Composition II (ENG 122) term 5_1424 course. On June 15, 2014, you asked Readiness Advisor [redacted] if you could reschedule your course because you forgot that your course had started and you were “too swamped with work to get caught up.” On the following day, [redacted] advised you of the University’s three (3) consecutive N/A grade policy, and since you had two (2) previous N/A grades, that your third N/A would result in dismissal from the University (Attachment F). [redacted] advised you to contact your instructor and see if they would be willing to work with you. On the same day, you told [redacted] you would contact your instructor.
On July 8, 2014, you asked [redacted] to be withdrawn from your course because you had a grade of 7% in the course. [redacted] advised you that as long as you did not continue to post attendance in the course, you would be withdrawn. [redacted] advised you that you would, however, be financially responsible for the cost of the course. Your last date of recorded attendance in the course was July 14, 2014, which was during week five (5) of the course. Your completed the course with an earned grade of “WF.”
The investigation does not reveal that you told your advising staff that you experienced a personal hardship during the course. The investigation reveals that you were advised by your advising staff that you would be financially responsible for the cost of the course. The investigation reveals that your advising staff could have been more clear about what type of withdrawal grade you would earn, however, at all times you were going to be financially responsible for the cost of the course, per the University’s Tuition Refund Policy (Attachment C).
INF 103 term 5_1429
On July 15, 2014, you began your Computer Literacy (INF 103) term 5_1429 course. On August 18, 2014, you completed your course with an earned grade of “F.”
The investigation does not reveal that you told you advising staff that you experienced a personal hardship or requested to withdraw during this course. The investigation reveals that you were charged tuition and fees for this course in accordance with University policy.
ANT 101 term 5_1434
On August 19, 2014, you began your Introduction to Cultural Anthropology (ANT 101) term 5_1434 course. On September 9, 2014, you told [redacted] that you wanted to be withdrawn from the University for personal reasons. On the following day, [redacted] advised you that she would like to set up a telephone appointment with you. Between September 11, 2014, and September 16, 2014, [redacted] attempted to contact you by telephone and email. On September 17, 2014, you were withdrawn from the University because you did not meet the University’s attendance policy requirements (Attachment E). Your last date of recorded attendance in the course was September 1, 2014, which was during week two (2) of the course. You were charged for 50% of the cost of the course in accordance with the University’s Tuition Refund Policy (Attachment C).
The investigation does not reveal that you told your advising staff that you experienced a personal hardship during your course. The investigation reveals that you were charged tuition and fees for your course in accordance with University policy.
ENG 122 term 5_1506
Between February 3, 2015, and March 9, 2015, you completed your ENG 122 term 5_1506 course with an earned grade of “C.”
GEN 103 term 5_1511
On March 10, 2015, you began your Information Literacy (GEN 103) term 5_1511 course. On April 13, 2015, you completed your course with an earned grade of “F.” Your last date of recorded attendance in the course was April 2, 2015, which was during week four (4) of the course.
The investigation does not reveal that you told you advising staff that you experienced a personal hardship or requested to withdraw during this course. The investigation reveals that you were charged tuition and fees for this course in accordance with University policy.
GEN 103 term 5_1521
Between May 19, 2015 and June 22, 2015, you completed GEN 103 term 5_1521 with an earned grade of “D.”
Your last date of recorded attendance at the University is June 22, 2015.
The investigation does not reveal that you told your advising staff that you experienced a personal hardship or requested a Tuition Credit Request during any of your courses. The investigation reveals that on January 29, 2016, you told College Advisor [redacted] that you wanted to dispute your course grades because you were hospitalized during your enrollment. On the same day[redacted] provided you with the grade appeal process and advised you that you would need to submit supporting documentation. University record does not indicate that you submitted any documentation of your hardship or that you filed any grade appeals.
Allegations 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 completes when the student successfully completes eight (8) courses totaling twenty-four (24) until within forty (40) weeks of instructional time (Attachment G).
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 their fifth course before they become eligible to receive their second disbursement (Attachment G). Unsuccessfully completed competency courses must be repeated and thus may impact the overall cost of attendance. This means that the overall cost of attendance may increase as more course attempts are needed to successfully complete eight (8) courses to finish the academic year.
First Academic Year
Between June 25, 2013, and October 7, 2013, you successfully completed three (3) courses. During this time, tuition and fees posted to your student account in the amount of $4037. On October 2, 2013, financial aid funds were disbursed to your student account in the amount of $4701. On January 24, 2014, the University issued you stipend checks in the total amount of $664. Your student account balance at the end of your first academic year was “zero.”
Subsequent First Academic Year
On May 28, 2014, you asked Readiness Advisor [redacted] if you could reenter the University and begin your courses on June 10, 2014. [redacted] advised you that he would set up a re-entry review and notify you once your courses were scheduled. On the following day, your re-entry to the University was approved for your Bachelor of Arts in Education Studies degree program. On May 30, 2014, [redacted] notified you that your next scheduled course, English Composition II (ENG 122), was scheduled to begin on June 19, 2014. Since you had been out of attendance for over 180 days, per the University’s Financial Aid Policy, you began a second first academic year.
Between June 10, 2014, and June 22, 2015, you successfully completed two (2) courses and unsuccessfully completed four (4) courses in your subsequent, first academic year. During this time, tuition and fees posted to your student account in the amount of $7570 (Attachment H). Between June 26, 2014, and June 23, 2015, financial aid funds were disbursed to your student account in the amount totaling $16,507 (Attachment H). On July 3, 2014, the University issued you stipend checks in the total amount of $2479 (Attachment H). Between October 3, 2014, and May 14, 2015, due to your withdrawals from the University, the University refunded $8445 of financial aid funds that you were not eligible for to the federal student aid program, in accordance with the Return of Title IV Funds policy (Attachment I) ). On December 1, 2015, you made a $50 payment towards your student account balance due (Attachment H). A breakdown of your student account balance due for your subsequent, first academic year is as follows:
Tuition and Fees: $7570
Financial Aid Disbursed: $16,507
Sti Stipend Issued: $2479
Refunds: $8445
Payments: $50
Account Balance Due: $16,507 - $7570 - $2479 - $8445 - $50 = $1937 (Attachment H)
Between August 11, 2015 and November 19, 2015, the University’s Collections department followed its process and attempted to reach you at least seven (7) times by email and telephone, prior to referring your student account balance due to an external collection agency. You student account balance due was placed with an external collection agency on November 24, 2015.
The investigation revealed that the University’s Student Portal experienced a technical glitch for student-initiated payments in November 2015 and that the issue was resolved in early December 2015. The investigation does not reveal that you set up a repayment plan with the University’s Collection department. The investigation reveals that if you had set up a repayment plan, automated payments to your student account would not have been impacted.
Conclusion
Based on the above, the findings of the investigation do not reveal that you notified your advising staff that you experienced a medical hardship during your enrollment. Per the University’s Academic Catalog, there are opportunities to assist student’s experiencing hardships during their enrollment. At this time, the University denies your resolution request to recall your student account balance due from the external collection agency and/or reduce your student account balance due. However, if you are able to provide sufficient documentation of the hardship you experienced during your enrollment, the University will review the documentation for consideration. Please feel welcome to send documentation directly to me at the e-mail address indicated below.
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 II
for Ashford University
Encls. /9/ Attachment A, Tuition Credit Request Policy
Attachment B, Course Drop Policy
Attachment C, Tuition Refund Policy
Attachment D, Online Application
Attachment E, Attendance Policy
Attachment F, Consecutive NA Policy
Attachment G, Financial Aid Policy
Attachment H, Ledger Card
Attachment I, Return of Title IV Funds Policy
March 8, 2016
[redacted]
Dear [redacted]
On March 1, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). Within your Revdex.com complaint, you stated the following:
They still have not provided me a statement that when I pay this balance I will be finished and receive my diploma. I responded with this statement and they have not acknowledge my reply. I have no recourse if I
pay this balance and they come up with another balance. I want a statement from them that when I pay this balance I will receive my diploma and the holds will be lifted off of my records so I will have access to my
transcript and my records!
On February 22, 2016, the University issued you a response to your Revdex.com complaint received on January 27, 2016 (Attachment A). Within this response, the University advised you of the account balance due in the amount of $540.95 (Attachment A).
Upon payment of your balance due in the full amount of $540.95, the University will remove the account balance hold on your student account. At that time, you will have access to your transcripts and the University will issue your diploma.
Please contact Collections Specialist Lead [redacted] at[redacted] to arrange payment of your account balance due.
If you have any additional questions, please feel welcome to contact me at ([redacted] or at [redacted]
Sincerely,
[redacted]
Student Complaint, External Relations Specialist
for Ashford University
DATE \@ "MMMM d, yyyy" August 10, 2016
[redacted]
Dear [redacted]...
[redacted]
On July 13, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com). 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
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]
April 29, 2015
[redacted]
Re: Revdex.com Complaint Number [redacted]
Dear [redacted]
On April 3, 2015, Ashford University (University) issued a written response to the complaint you had previously submitted to the Revdex.com (Revdex.com) (Attachment A, University Response dated April 3, 2015). On April 8, 2015, the University received the rebuttal statement you submitted to the Revdex.com. The University’s review of that rebuttal statement did not find any new, specific information that was not previously addressed by the University in its written response of April 3, 2015. However, in our telephone conversation on April, 10, 2015, you did indicate a request for the University to provide additional information regarding its billing policy, including its billing of four courses at a time.
Tuition and fees are billed on a financial aid payment period basis, regardless of payment option. For online undergraduate programs, a payment period is a minimum of 20 weeks of instructional time and 12 successfully earned credits. This is typically four courses taken sequentially during the payment period (Attachment B, Terms of Billing and Payment Policy).
It is always the intention of Ashford University and its employees to provide excellent student services. If you would like to discuss the outcome of your complaint with me directly, please feel welcome to contact me at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /2/ Attachment A, University Response dated April 3, 2015
Attachment B, Terms of Billing and Payment Policy
September 11, 2017
Dear Ms. [redacted],
Thank you for the opportunity to respond to Ms. [redacted] complaint. In her complaint which you forwarded to Ashford University on September 1, 2017, Ms. [redacted] stated:
I have been going to Ashford University since January. Every month since January, I...
had have a class each month. in my final week of class for July, I noticed that I didn't have any classes for August, so I focused on family members that were in the hospital and gaining more hours at work to fill up my free time from school. I didn't get any emails regarding no classes until August 15 from my academic advisor Hale Soyster. The email on August 15 was exclaiming that the school had knowledge that there was a gap in my schedule and I had a time limit to fill out a academic leave or I will be kicked out of the school. Since I didn't see the email until August 17, I got kicked out of their school and I have to start paying back the student loan before I can take classes again. While attending Ashford University, they were really organized about keeping my online classes organized and ready for me to attend until August. When I first enrolled at Ashford University, the enrollment service advisor [redacted] exclaimed to me, that the major I choose, I would not have to pay any of the student loan back until I graduate in 4 years. Even through the first 2 classes, the teachers was explaining that I will only pay the student loan back until after I graduate from the University. When I spoke to the school advisor Hale Soyster on August 17h, he explained to me that since I didn't respond back to his email on August 15 within the time frame in regards to the gap that they put in my academic schedule, that I will have to start paying back the student loan before I can start classes again. I am extremely confused by the different stories that I received from different Ashford University counselor on my academic journey. I have complied with all rules that were required to received a education at Ashford University. there for, I am puzzled by the University's changing their commitment to my scholarship that was started at the inception of me getting a education.
Ms. [redacted] proposed the following resolution:
I want to be reimbursed of the prepaid money for the classes of September, October and November. The remainder of my student loan should be sent to Frederick Community College immediately.
I have investigated Ms. [redacted] concerns and determined that a gap in the scheduling of Ms. [redacted] academic courses created an attendance issue that threatened Ms. [redacted] continued access to Federal Student Aid funds. In order to mitigate this issue, the University attempted to contact Ms. [redacted] to encourage her to submit an academic leave request. Unfortunately, Ms. [redacted] did not respond to this communication and the University was required to withdraw her from her academic program. This withdrawal triggered a mandatory Return of Title IV funds (R2T4) calculation to determine what, if any, of Ms. [redacted] Federal Student Aid funds were required to be returned to the Federal Student Aid Program (FSAP). Ultimately, a portion of these funds were returned to the FSAP, and this resulted in a balance of $1,491 on Ms. [redacted] student ledger.
With regard to Ms. [redacted] proposed resolution, following Ms. [redacted] withdrawal the University unregistered her from her upcoming courses and credited her account accordingly. The University has no authority to transfer any of Ms. [redacted] Federal Student Aid funds to another institution.
The University regrets any inconvenience Ms. [redacted] experienced and, as a gesture of goodwill, will credit her account in the amount of $1,491, leaving her with no balance owed to the University. Please allow at least ten (10) business days for this account adjustment to be reflected on her student ledger.
Please let me know if I may be of further assistance.
Best regards,
[redacted]
Dear[redacted]
I hope all is well.
The student’s concerns mirror similar concerns that the student had filed with a separate agency. The 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 large. Could you please confirm that you received this?
Thank you!
[redacted]
J.D./DIRECTOR OF STUDENT GRIEVANCE RESOLUTION
September 15, 2017 Dear Ms. [redacted],Thank you for the opportunity to respond to Ms. [redacted] complaint. In her complaint which you forwarded to Ashford University on September 11, 2017, Ms. [redacted] stated: I was in a course MGT380 and [redacted] was the instructor. My computer...
crashed, mind you this is an online college, and I sent her two videos of the computer and what it was doing. I asked for a one dayextension and she denied it stating that it was "an excuse." My computer was not up and running until the next morning, the day the final was due. My computer wiped everything to include my final. I informed her of this. She told me "you know that free computers are available at any public library and community college--for everyone's use, right? We have many public Libraries and community colleges in the country" She then reiterated in another email 4 minutes later stating that "free computers are available at any public library and community college in this country--for everyone's use." First off, I serve this country, I do not need my instructor to be condescending toward me and tell me what is free in this country. Second, I am not capable of taking my two kids with me to the library and have them run around while I rewrite my entire final. I do not care that I will be docked points for being late, I care about how this teacher treated me. It's completely unreasonable to not grant the extension, as this is an online college and I'm sure this happens often. This is the most unprofessional communication I have experienced. When I tell [redacted] this, I am attacking her verbally and I need to watch my tone. This is all due to me not receiving the answer that I like. No, this is due to her taking my legit circumstances and identifying it as an "excuse" and then decided she was going to be condescending toward me about the country and what is free in it. After I told [redacted] I would be taking this up with the School, she then tried to back track and lecture me about not following the professors instructions about informing her that I was in the military. She was incorrect, the email was in the same thread at the very bottom and she responded and knew Ms. [redacted] proposed the following resolution:For the teacher to me reprimanded/counseled and understand she cannot talk to who her students any way she pleases. The University has an established process in place to address and resolve disputes that students may have with their instructors. On September 5, 2017, a University representative advised Ms. [redacted] to submit an Instructor Issues form per the University academic catalog. I concur with this representative’s advice and ask that Ms. [redacted] utilize the established dispute resolution process.Best regards,[redacted]
May 13, 2016 [redacted] Dear [redacted] On March 22, 2016, Ashford University (University) received Revdex.com Complaint # [redacted]. In that complaint, you alleged that: • You provided all the documentation requested by the University to be...
packaged for financial aid but your financial aid was not timely packaged, which resulted in a balance due. In your complaint, you listed the following as the resolution you seek: • For the University to credit your student account the amount of $3,000. The University conducted an investigation of your concern. The following information details the findings of the investigation and addresses your resolution request. On August 27, 2013, you completed, electronically signed and submitted the University's online application for admission into the Bachelor of Arts in Business Leadership degree program (Attachment A). The online application indicated that that your primary finance option was “Military – VA” and your secondary payment option was “Cash” (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 University Academic Catalog (University Catalog). Allegation regarding financial aid processing The University’s Terms of Billing and Payment Policy states the following: Tuition and fees are billed on a financial aid payment period basis, regardless of payment option. For online undergraduate programs, a payment period is a minimum of 20 weeks of instructional time and 12 successfully earned credits. This is typically four courses taken sequentially during the payment period. For online graduate programs, a payment period is a minimum of 18 weeks of instructional time and 9 successfully earned credits. This is typically three courses taken sequentially during the payment period. [redacted] payment periods align with enrollment terms. Tuition and fees that are associated with future courses are subject to change. Tuition is due according to the terms and conditions of a student’s selected Payment Option. See the section on Payment Options for more information. Ashford 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 credits will not be forwarded to another institution or potential employer until all accounts with Ashford University are paid in full. The University’s Military Veteran’s Benefits Plan states the following: Ashford University is approved by the Department of Veterans Affairs. 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. To qualify, students must submit a signed Student Finance Agreement, prior to the start of the course/term (Attachment C). From September 13, 2013, to Nov 2, 2015, you completed 18 courses and all tuition was paid directly to the University by the Department of Veteran Affairs using your VA education benefit funds (Attachment D). On August 31, 2015, the University received an Institutional Student Information Report (ISIR) in your name from the Federal Student Aid Program. (Note: an ISIR is a summary of information taken from your Free Application for Federal Student Aid (FAFSA) and is used by post-secondary institutions to package a student’s federal financial aid.) On October 8, 2015, a University representative sent you an email that indicated receipt of the aforementioned ISIR and asked you to contact the University to clarify whether you intended for the University to package and disburse federal financial aid for your enrollment. On November 6, 2015, the University received a Student Portal message from you that indicated your VA education benefit had exhausted and that you wanted to consider using financial aid to cover the cost of your remaining courses not covered by VA education benefit funds. On November 12, 2015, an Account Resolution Coordinator sent you an email that told you the University needed a Master Promissory Note and Entrance Loan Counseling on file and that both needed to be completed through the Federal Student Aid Program in order for the University to package you federal financial aid student loans. That email also included information about updating your primary finance option at the University. (Note: a review of your ISIR indicated that your Earned Family Contribution (EFC) number was too high for federal financial aid grant funding.) On January 7, 2016, after exchanging emails with your Student Advisor about proceeding with financial aid processing to cover the cost of your remaining courses not covered by VA education benefit funds, the University received your updated payment option change form. On or about January 8, 2016, the University’s Financial Aid Office appears to have received your Master Promissory Note and Entrance Loan Counseling from the Federal Student Aid Program. On February 29, 2016, you completed your degree program at the University. On March 8, 2016, after exchanging emails with your Student Advisor about proceeding with financial aid processing to cover the cost of your remaining courses not covered by VA education benefit funds, the University received your Master Promissory Note and Entrance Loan Counseling from the Federal Student Aid Program. On March 11, 2016, an Account Resolution Coordinator sent you an email that indicated the University could not package your federal financial aid student loan as you were no longer in attendance and, per Federal Student Aid guidelines, federal financial aid student loans could not be packaged for disbursement while a student is out of attendance. Based on the above, the University appears to have received the requested federal financial aid documents from you prior to your degree program completion and should have proceeded with processing your federal financial aid. Conclusion Based on the above, the University approves your resolution request to credit your student account $3,000 and regrets any inconvenience the delayed processing of your federal financial aid may have caused. Please allow two to three weeks for the adjustment to reflect on your student account. It is always the intention of Ashford University to provide excellent student services. If you have any questions regarding the outcome of this investigation, please contact me directly at [redacted] or [redacted] Sincerely, [redacted] Associate Director, Student Dispute Resolution for Ashford University Encls. /4/
Attachment A Online Application for Admission Attachment B Terms of Billing and Payment Policy Attachment C Military Veteran’s Benefits Plan Policy Attachment D Ledger Card
April 29, 2015
[redacted]
Re: Revdex.com Complaint Number [redacted]
Dear [redacted]
On April 1, 2015, Ashford University (University) received the complaint you submitted to the Revdex.com (Revdex.com) and referred...
your complaint to the Office of Student Grievance Resolution for investigation. On April 2, 2015, the University approved your Authorization to Release Student Records Form, as required by the Federal Education Rights and Privacy Act (FERPA), and will provide the Revdex.com a copy of this letter.
In your complaint, and in our conversation on April 13, 2015, you alleged the following:
· That the University did not process your VA education benefit timely and correctly and did not notify you of the VA education benefit refund in the amount of $1,803 until several months after you graduated.
In your complaint, you stated the following as the resolution you seek:
· For the University to credit your student account balance due in the amount of $1,803.
The University conducted a thorough and impartial investigation of your concerns. The following details the findings of the investigation and addresses your concern and resolution request.
Allegation regarding your VA military education benefit refund and student account balance due
In your complaint, you alleged that the University did not process your military education benefit timely and correctly and did not notify you of the VA education benefit refund in the amount of $1,803 until several months after you graduated.
On November 26, 2012, you completed, electronically signed and submitted the University’s online application for admission. 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, Online Application and Acknowledgment).
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 B, Financial Aid Policy).
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, Financial Aid Policy). Unsuccessfully completed courses may influence the overall cost of attendance.
Ashford University is approved by the Department of Veterans Affairs. 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. Applicable fees are due on or before the start date of each course/term (Attachment C, Military Veteran Benefits Plan Policy).
Students who graduate from an Ashford University or University of the Rockies degree program and enroll in an online Ashford University or University of the Rockies degree program qualify for an Alumni Tuition Grant. Students who qualify for the Alumni Tuition Grant must successfully complete four attempted courses after matriculation into an undergraduate degree program or three attempted courses after matriculation into a graduate degree program. The tuition grant will then be applied to the student’s account in the amount of tuition charged for the fifth or fourth attempted course to apply to the cost of the course, depending on the student’s degree program (Attachment D, Alumni Tuition Grant Policy).
On November 5, 2013, you successfully completed the Bachelor of Arts, Criminal Justice degree program, and on November 27, 2012, you began the Masters of Arts, Organizational Management degree program.
From November 27, 2012, to April 15, 2013, you successfully completed the first three scheduled courses in the program and the University received and applied tuition payments from the Department of Veterans Affairs (VA) toward the tuition cost of those courses (Attachment E, Degree Progress Report; Attachment F, Ledger Card).
On April 8, 2013, the University received a tuition payment on your behalf from the VA in the amount of $1,803, to be applied toward the tuition cost of OMM 625, Learning Organizations and Effectiveness, the scheduled fourth course in your degree program.
From April 16, 2013, to May 27, 2013, you attended and successfully completed OMM 625.
On April 23, 2013, the Alumni Tuition Grant (ATG) in the amount of $1,803 was applied to your student account for the tuition cost of OMM 625, creating a credit balance on your student account in the amount of $1,803.
On February 19, 2014, the University issued a stipend directly to you by direct deposit in the amount of $5,464, inadvertently including the aforementioned credit balance in the amount of $1,803.
On June 9, 2014, you successfully completed the MA, Organizational Management degree program. As of July 11, 2014, your enrollment status was moved to “graduate,” your diploma was issued and your student account reflected a zero balance.
On July 22, 2014, the University issued a refund in the amount of $1,803 to the VA, bringing your student account balance due to $1,803.
On March 25, 2015, Collections Specialist [redacted] contacted you regarding your student account balance due in the amount of $1,803.
Conclusion
Based on the information above, the University timely and correctly processed your VA education benefit. However, as it appears there may have been confusion regarding the required refund to the VA in the amount of $1,803, the University has approved your resolution request and will credit your student account $1,803, bringing your student account balance to zero. Please allow two to four weeks for the adjustment to reflect on your student account.
It is always the intention of Ashford University and its employees to provide excellent student services. If you would like to discuss the outcome of your complaint with me directly, please contact me at [redacted] or at [redacted]
Sincerely,
[redacted]
Student Conflict Advising Manager
for Ashford University
Encls. /6/ Attachment A, Online Application and Acknowledgment
Attachment B, Financial Aid Policy
Attachment C, Military Veteran Benefits Plan Policy
Attachment D, Alumni Tuition Grant Policy
Attachment E, Degree Progress Report
Attachment F, Ledger Card
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.
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