National Film Warehouse

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Ashford University refuses to acknowledge my payment arrangement made and turned me over before that agreed upon date.
Regards,
[redacted]

Dear Ms. [redacted], Thank you for the opportunity to respond to Mr. [redacted] complaint. In response to the complaint Mr. [redacted] originally submitted to the University’s Student Dispute Resolution Center, and in concert with the University’s established policies and procedures, a trained investigator reviewed Mr. [redacted] allegations and conducted a thorough investigation. The University provided Mr. [redacted] with a report of this investigation on October 20, 2017. Based on the investigator’s findings, the University declined to honor Mr. [redacted] bifurcated resolution request (that he be refunded 50% of his tuition and fees should he elect to remain enrolled at Ashford, or that he be refunded 100% of his tuition and fees should he elect to disenroll) but did, as a gesture of goodwill, offer to credit his account by $1,451.50, an amount that would reduce his account balance to zero. Additionally, the University agreed to Mr. [redacted] request that he be provided with additional points of contact within the Financial Services Department that he could call on for supplemental information related to his financial aid. This proposed resolution was apparently unsatisfactory to Mr. [redacted]. He submitted a request for Presidential Appeal and renewed the allegations from his original complaint. As background, the grounds for a Presidential Appeal are limited as the Appeal is not intended to be a de novo review of the investigation and its findings, but rather a fail-safe to protect against investigator bias, failure to follow procedures, investigation findings that do not accord with the preponderance of the evidence, or failure to consider new evidence that was unavailable during the original investigation and could be outcome determinative. Per the University catalog, to be eligible for processing a request must state at least one of the criteria listed above and include any relevant newly available information or evidence that was not available during the investigation. Following its established policies and procedures, the University informed Mr. [redacted] that his request was defective as it did not include relevant newly available information or evidence that was not available during the investigation. The University provided Mr. [redacted] with three (3) additional days to perfect his request. Mr. [redacted] final submission again failed to include any new information that was not available during the investigation, and the University notified Mr. [redacted] that his request was therefore ineligible for further consideration. Mr. [redacted] complaint to the Revdex.com appears to be an inappropriate collateral attack on the University’s Presidential Appeal process. As noted above, the University closely adhered to its established Presidential Appeal process and Mr. [redacted] had notice of this process. Mr. [redacted] agreed to this process when he signed his enrollment agreement and acknowledged the University catalog and the information it contains. I note that Mr. [redacted] has not alleged that the University failed to follow its established policies and procedures. Instead, his communications to the University and his complaint to the Revdex.com document his disagreement with the outcomes of his original University complaint and subsequent request for Presidential Appeal. The University thoroughly investigated Mr. [redacted] complaint and then followed its established policies and procedures in response to his request for Presidential Appeal. The University continues to offer Mr. [redacted] resolution in the form of an account credit of $1,451.50 and the assignment of additional personnel to provide him with supplemental information related to his financial aid. Mr. [redacted] initial request that he be refunded 50% of his tuition should he remain enrolled, or 100% should he disenroll, is both unreasonable and impractical, and no reasonable grounds exist upon which to grant his current demand that 100% of his tuition and fees be refunded following denial of his appeal request. Please let me know if I may be of further assistance. [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have been requesting the school contact me about a payment plan and I have been requesting a grade dispute form.  I have reached out to the school several times via email and phone.  They have not followed through with what they told me could be done about my grade and my billing issues.  Regards,[redacted]

To:[redacted]Student Conflict Advising Manager for Ashford University RE: Revdex.com Complaint ID: [redacted] I am writing in regards to your response to the Revdex.com regarding my complaint. I 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. Per my dispute, the resolution that I sought was that ‘Ashford waive the balances on my account in full and remark that the account was resolved without default’.  I look forward to seeing this resolution, as proposed by Ashford, reflected on my account. [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I actually quite thank you for sending those documents, cause there in lies one of the problems, dollar for dollar those amounts do not match what you all said I received from previous documentation. The amounts seem to all be rounded up here except for those that were federal monies. Why is that? Is it because they could not be falsified due to their records and you all not wanting to be in bad standing with them? Though that is all speculative, what is not is that all monies from federal grants are to be spent last and that a refund to me should only have happened if all expenses were covered and there was money left, so how is it possible that I owe you money after that fact? I took 3 courses and failed the last
2. Your policy said that after failed courses the money would be returned but you waited until I was no longer a student there. Also, how did I receive $4,000+ in loans, and $3000 in grants, yet my 3 courses at a rate of about $12-1300 a course were not covered? That is improper.
.Next, I never signed any documentation with [redacted]. I've never received any communication from [redacted] about anything, ever. I have never heard of them until now, so how did I sign a promissory note with them. How did [redacted] fund private loans for me, but money from those loans that I actually received have been put on me by [redacted] and are currently in consolidation. This is becoming absolutely ridiculous but I will not settle because this is wrong. The Revdex.com needs to move to the next phase of this investigation.Regards,[redacted]

February 22, 2017   Dear Ms. [redacted], Thank you for the opportunity to respond to Ms. [redacted] concerns. In her complaint, Ms. [redacted] claims that her “finacail [sic] aid should have been released in November but they held it and charges [sic] me twice for a class.” Ms. [redacted] states...

as her desired settlement, “I want a refund and the interest that accumulated while they held it and also to let everyone know what they will do to a mother of four trying to better herself and her kids [sic] future.” I have investigated Ms. [redacted] concerns and I am providing you with a summary of my findings. Ms. [redacted] was issued a credit balance (stipend) in the amount of $1,245.68 on November 22, 2016. (Exhibit 1) Ms. [redacted] completed her degree requirements on January 16, 2017. When Ms. [redacted] completed her degree requirements she was considered to have withdrawn from [redacted] per the Federal Student Aid Handbook. (Exhibit 2) Ms. [redacted] status as a withdrawn student triggered the University’s conduct of the required Return of Title IV Funds (R2T4) calculation. The University must complete this calculation within 30 days of a student’s withdrawal, and in the case of a credit balance such as Ms. [redacted] had, the University has an additional 14 days after completion of the R2T4 calculation in which to issue these funds to the student. (Exhibits 2 and 3) In Ms. [redacted] case, the University completed the R2T4 calculation on February 15, 2017 and determined that Ms. [redacted] had earned 100% of her financial aid during her Academic Year. Ms. [redacted] credit balance ($1,379) was released to her on February 21, 2017. I did not find any evidence to support Ms. [redacted] contention that the University had charged her twice for a class, and her student ledger clearly establishes that she was issued stipends in November of 2016 and February of 2017. It is my opinion that the University met its obligation to Ms. [redacted] and that no basis exists upon which to grant her requested settlement. Best regards, [redacted] Exhibits 1)      Student Ledger Card summary 2)      FSA Handbook excerpt (Withdrawal) 3)      FSA Handbook excerpt (Withdrawal/Credit Balance)

February 22, 2016[redacted]
Dear [redacted]On January 27, 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 2 different ledger...

cards with 2 different balances, I owe them approx 500.00 dollars they claim it's 800.00 they refuse to audit my payments that I have made. I am constantly transferred to differentdepartments and people and I get a different story every time. I also get different amounts they say I owe.
Most of the time when I call in I get discontented and have to call back and start all over again. They are holding my degree and I cannot apply for jobs. I have already lots two potential job offers because theyrefuse to issue my degree. I have made my payments on time and now I am in the collections department.
You stated the resolution you are seeking is for the University to guarantee that when you pay the remaining balance due you will receive your diploma.
Thank for you allowing the University sufficient time to investigate and prepare the following response.
Regarding Your Student Account Balance Due
Students who attend the University using the online format receive financial aid on a non-term based schedule. At the University, non-term based programs have an academic year that is not defined by the calendar year. Instead,the academic year is specific to each student, and the academic year for an undergraduate student is defined as when the student successfully completes eight (8) courses totaling twenty-four (24) units within forty (40) weeks ofinstructional time (Attachment A).
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) creditsand 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 seconddisbursement (Attachment A). 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 attemptsare needed to successfully complete eight (8) courses to finish the academic year.
First Academic Year
On December 16, 2009, the University packaged your financial aid for your first academic year. From January 5,2010, to May 25, 2010, financial aid funds disbursed to your student account in the total amount of $14,707.50(Attachment B).
From February 5, 2010, to July 13, 2010, the University issued you stipend checks in the total amount of $5005.50(Attachment B).
From December 1, 2009, to September 20, 2010, you successfully completed eight (8) courses in your first academicyear. Tuition and fees posted to your student account in the total amount of $9702 (Attachment B).
The following summarizes the calculation of your account balance due at the end of your first academic year:
• AY1 Tuition and Fees: $9702• AY1 Financial Aid Disbursed: $14,707.50• AY1 Stipends: $5005.50• AY1 Total account balance due: $14,707.50 - $9702 - $5005.50 = $0.00 (Attachment B).
Second Academic Year
On October 20, 2010, the University packaged your financial aid for your second academic year. From November 2,2010, to March 15, 2011, financial aid funds disbursed to your student account in the total amount of $15,998(Attachment B).
From November 19, 2010, to June 2, 2011, the University issued you stipend checks in the total amount of $6422(Attachment B).
From September 21, 2010, to July 11, 2011, you successfully completed eight (8) courses in your second academic year (Attachment B). Tuition and fees posted to your student account in the total amount of $9576 (Attachment B).The following summarizes the calculation of your student account balance due at the end of your second academic year:
• AY2 Tuition and Fees: $9576• AY2 Financial Aid Disbursed: $15,998• AY2 Stipends: $6422• AY2 Total account balance due: $15,998- $9576- $6422= $0 (Attachment B).
Third Academic Year
On August 17, 2011, the University packaged your financial aid for your third academic year. From September 6,2011, to February 14, 2012, financial aid funds disbursed to your student account in the total amount of $17,990(Attachment B).From September 15, 2011, to April 27, 2012, the University issued you stipend checks in the total amount of $7049(Attachment B).
From July 12, 2011, to July 23, 2012, you successfully completed eight (8) courses in your third academic year andunsuccessfully completed two (2) courses (Attachment B). Tuition and fees posted to your student account in thetotal amount of $12,228.19 (Attachment B).
By e-mail message on July 16, 2012, Student Advisor [redacted] advised you that due to your unsuccessful grades in your third academic year, you would have an account balance due. [redacted] advised you of the need to set uprepayment arrangements.
By telephonic conversation on July 20, 2012, [redacted] advised you she would send you a repayment plan form with the first payment due by August 30, 2012.The following summarizes the calculation of your student account balance due at the end of your third academic year:
• AY3 Tuition and Fees: $12,228.19• AY3 Financial Aid Disbursed: $17,990• AY3 Stipends: $7049• AY3 Total account balance due: $17,990 - $12,228.19 - $7049= $1287.19 (Attachment B).
Your student account balance due at the end of your third academic year is a result of tuition and fees not covered byfinancial aid.
Fourth Academic Year
On May 17, 2012, the University packaged your financial aid for your fourth academic year. From August 28, 2012, to April 23, 2013, financial aid funds disbursed to your student account in the total amount of $23,592 (Attachment B).From September 5, 2012, to March 12, 2013, the University issued you stipend checks in the total amount of $6790.81 (Attachment B).
From July 24, 2012, to April 29, 2013, you successfully completed four (4) courses in your fourth academic year andunsuccessfully completed one (1) course (Attachment B). Tuition and fees posted to your student account in the totalamount of $8449.02 (Attachment B).
On September 13, 2012, you made a payment to your student account in the amount of $1087.19 (Attachment B).
On March 14, 2013, your status changed to “drop/withdrawal” because you did not post attendance once in fourteen (14) consecutive days per the University’s attendance policy. As a result of your withdrawal, the University wasrequired to conduct a Return of Title IV Funds calculation (R2T4) to determine how much financial aid you earned while in attendance in your fourth academic year. On March 18, 2013, the University determined that $1600 insubsidized loans and $3465 in unsubsidized loans were required to be returned to the federal student aid program as you had not earned these funds in the second payment period of your fourth academic year (Attachment B).
On March 20, 2013, you were approved for reentry. On April 2, 2013, and April 9, 2013, financial aid funds redisbursed to your student account for the second payment period of your fourth academic year.
On May 6, 2013, your status changed to “drop/withdrawal” because you did not post attendance once in fourteen (14) consecutive days per the University’s attendance policy. On May 7, 2013, the University completed the R2T4calculation and determined that $1984 in subsidized loans and $3466 in unsubsidized loans were required to be returned to the federal student aid program as you had not earned these funds in the second payment period of yourfourth academic year (Attachment B).
By telephonic conversation on December 17, 2013, University representative [redacted] advised you that upon your reentry, as you had been out of attendance for close to 180 days, you would need to be repackaged for financialaid for a new academic year. Ms. [redacted] also advised you of your account balance due and the need to set up repayment arrangements.
The following summarizes the calculation of your student account balance due at the end of your fourth academicyear:
• AY4 Tuition and Fees: $8449.02• AY4 Financial Aid Disbursed: $23,592• AY4 Stipends: $6790.81• AY4 Refunds: $10,523• AY4 Payments: $1087.19• AY4 Total account balance due: $23,592- $8449.02- $6790.81 - $10,523 + $1087.19 = $1083.64(Attachment B).
Your student account balance due at the end of your fourth academic year is a result of tuition and fees not coveredby financial aid.
Second First Academic Year
On February 11, 2014, the University received your updated repayment plan for your student account balance due.On February 16, 2014, your reentry was approved.
On February 24, 2014, the University packaged your financial aid for your first academic year. Your financial aid was packaged for a new academic year due to you being out of attendance for over 180 days. From March 11, 2014, toAugust 7, 2015, financial aid funds disbursed to your student account in the total amount of $18,586 (Attachment B).
On March 18, 2014, the University issued you stipend checks in the total amount of $3640.96 (Attachment B).From February 18, 2014, to September 7, 2015, you successfully completed eight (8) courses in your first academic year and unsuccessfully completed three (3) (Attachment B). Tuition and fees posted to your student account in thetotal amount of $13,438.26 (Attachment B).
By telephonic conversation on January 30, 2015, University representative [redacted] advised you that you had missed payments on your repayment plan and therefore an unpaid balance hold had been placed on your studentaccount.
On March 24, 2015, yours status changed to “drop/withdrawal” as a result of the unpaid balance hold. On April 21, 2015, the University completed the R2T4 calculation and determined that $2605 in unsubsidized loans were requiredto be returned to the federal student aid program as you had not earned these funds in the second payment period of your first academic year (Attachment B).
On June 11, 2015, you made a payment to your student account. On June 14, 2015, you were approved for reentry.On August 4, 2015, and August 7, 2015, the financial aid funds re-disbursed to your student account (Attachment B).
On October 12, 2015, your status changed to “graduated.”
From February 13, 2014, to January 29, 2016, you made payments to your student account in the total amount of $2928.10 (Attachment B).
The following summarizes the calculation of your student account balance at the end of your first academic year:• AY1 Tuition and Fees: $13,438.26• AY1 Financial Aid Disbursed: $18,586• AY1 Stipends: $3640.96• AY1 Refunds:$2605• AY1 Payments:$2928.10• AY1 Total account balance due: $18,586- $13,438.26- $3640.96 - $2605 + $2928.10 = ($1829.88)(Attachment B).
The following summarizes your total account balance due:• AY1: $0• AY2: $0• AY3: $1287.19• AY4: $1083.64• Second AY1: ($1829.88)• Total account balance due: $0 + $0 + $1287.19 + $1083.64 + ($1829.88)= $540.95.
By telephonic conversation on January 20, 2016, Collections Specialist [redacted] advised you that your student ledger card was not updated to reflect the balance due and the payments applied to your account. Mr.[redacted] advised you that at that time your balance due reflected $838. On January 29, 2016, you made a payment in the amount of $297.05, reducing your balance due to $540.95.
Conclusion
The investigation reveals that your account balance due in the amount of $540.95 is accurate as a result of tuition and fees that were not covered by financial aid. University record reveals that you were notified of your studentaccount balance due.
The University and its employees strive to provide excellent student services and an excellent learning experience. 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
Encls./2/     Attachment A, Financial Aid Policy
                  Attachment B, Ledger Card

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
From:Quino<[redacted]>Date: Tue, May 24, 2016 at 11:28 AMSubject: Revdex.com in regards to consumer complaint #[redacted]To: General Mailbox <[email protected]>
To whom it may concern:
I wanted to inform you that Ashford University has not removed the financial hold on my student portal resulting from the balance of $177.90 they decided to credit to my account recently. 
Information:
[redacted]
[redacted]
[redacted]
[redacted]
 
Consumer complaint #[redacted]
They have not credited the money nor removed the hold for me to be able to request official copies of my transcripts from the University. 
The amount is not showing as paid in full on the student portal & it never was fully displayed on my student portal to begin with so we can only believe that they are not handling things properly over at Ashford. 
Please advise.
Sincerely,
[redacted]

May 15, 2015
 
[redacted]
 
Dear [redacted] 
On April 6, 2015 Ashford University (University) received a copy of the complaint that you filed at the Revdex.com (Revdex.com).  On April 30, 2015 the University responded to your complaint regarding your account balance and the referral to external collections. On May 4, 2015 the University received your second complaint regarding the same concerns. In your second complaint, you stated the following: 
“Ashford University refuses to acknowledge my payment arrangement made and turned me over before that agreed upon date.” 
 Additionally, in an e-mail message dated May 1, 2015 you stated that you called and told the University the date to expect your first payment.  You stated two weeks later the account was referred to an external collections agency.
As stated in the University’s April 30, 2015 response, following your withdrawal, the University’s Collections Department notified you of your account balance due at least seven (7) times, from December 27, 2011 to July 6, 2012, and the need to make repayment arrangements.
During this time, on April 20, 2012 you asked Collections Manager [redacted] to send you an invoice because you wanted to make the necessary payment arrangements.  [redacted] sent the invoice to you the same day and advised you to contact him to set up a repayment arrangement.
On May 21, 2012 you told [redacted] you were busy and had forgotten to call him.  You stated you wanted to set up a payment plan but would be unable to start until July. 
On May 24, 2012 [redacted] stated that as soon as you could make an initial payment of $159.52 to call him to start a repayment plan.  [redacted] state that as long as the University still held the account, meaning that as long as your account was with the University’s internal Collections Department, he could assist you. 
In the meantime, you continued to receive notices regarding your account balance, and the need to make repayment arrangements, or the account would be referred to an external agency.
In accordance with University policy, on July 6, 2012 your account was referred to an external collections agency, [redacted] [redacted]
 
University records do not show that you contacted the University form May 24, 2012 to July 6, 2012 to set up a repayment agreement.  University records demonstrate that you were notified that your account would be referred to an external agency if the University did not receive payment. The University did not receive a payment prior to the referral of your account to the external agency, on July 6, 2012. Therefore, the referral of your account to an external agency was proper. 
 
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] extension [redacted], or at [redacted]
 
I wish you all the best in your future endeavors.
 
Sincerely,
 
[redacted]
Student Grievance Resolution Administrator
for Ashford University
 
Encls. /1/               Attachment A, April 30, 2015 Response

Dear Revdex.com,
On August 4, 2015, Ashford University (University) received the complaint that [redacted] (student) had filed with your office. In his complaint, the student alleges that after he completed his FAFSA (Free Application for Federal Student Aid), the University told him that they had...

everything necessary and that he could expect a “refund” of $600. However, he was later informed by the University that the tax documentation he provided did not suffice, and that he needed to provide more tax information even though the tax information he provided came directly from the IRS. The student also alleges that no other school will accept the credit he earned at the University after he drops out.
For the reasons above, the student would like a full refund from the University.
The University investigated the student's allegations. The results of the investigation are outlined below.
FAFSA and Tax Documentation
Before starting his courses with the University, the student had applied for financial aid using the 2014-15 FAFSA, and was selected for verification by the federal government. This meant that he had to provide identifying documentation, including his amended tax return (IRS Form 1040X). This is not a process which the University decides or has control over, although we must collect the documentation before we may package a student for financial aid.
The student provided this information on or around January 25, 2015.
On January 26, 2015 the University spoke with the student to inform him that we had received his form 1040X for purposes of packaging for him for financial aid, but that he had left columns B and C blank. The student said he would make the corrections and would resubmit the form.
The student began his first course with the University on January 27, 2015.
On February 27, 2015, the student provided his 1040X to the University, however it again was not completed in full, and signed in the wrong places.
He was informed of this, and he resubmitted it another month later on March 25, 2015. However, that submission was not completed in full either.
In the meantime, the student had applied for financial aid for the new 2015-16 award year, using the 2015-16 FAFSA. He was packaged for financial aid on May 12, 2015 and approved without being selected for verification this time. His account with the University received two discernments of financial aid on separate days, in a total amount of $12,288. (Attachment A).
To date, the student has not provided a properly completed 1040X. The University cannot explain why the tax form the student received from the IRS is incomplete, as the IRS would not have likely accepted an incomplete form. He is encouraged to contact the IRS or a tax professional for help with properly completing the form.
Credits earned at the UniversitySince Ashford University is a regionally accredited institution, other institutions may elect to accept Ashford University credits. However, students should be aware that the transfer of credit is controlled by the receiving institution, and therefore cannot be guaranteed by Ashford University unless part of a valid articulation agreement or included in an articulation numbering system. Outside any formal partnership or agreement, students considering transferring to another institution have the responsibility to determine whether that institution will accept Ashford University credits. Ashford University does not imply, promise, or guarantee transferability of its credits to any other institution. Please visit www.ashford.edu/admissions/transferability.htm to find information about transfer guidelines and a current list of articulation agreements. (Attachment B).
Upon paying his balance in full, the University will release transcripts to the institution of [redacted] choice. They can then determine whether his credits will be accepted.
 
Conclusion
 
Because the verification process is not initiated or controlled by the University, and because the University cannot control who will accept credits earned with us, we are denying the student’s requested resolution and will not provide a refund of the charges for their courses. The student may be confusing the two FAFSA applications he completed as being one in the same, however, as noted above they are different in award year and different in outcome.
 
Thank you,
 
[redacted]. / DIRECTOR OF STUDENT GRIEVANCE RESOLUTIONAshford University / Technology Changes EverythingSM////////////////////////////////////////////////////////////////////...⇄ [redacted] [redacted] JOIN THE CONVERSATION: [redacted]

May 23, 2016 Ms. [redacted]  [redacted] Dear Ms. [redacted], On April 26, 2016, Ashford University (University) received your complaint filed with the Revdex.com (Revdex.com) regarding your BUS 661 course instructor.  In this complaint to...

alleged that: My compliant [sic] deals with classroom issues and Instructor at Ashford University Online. I'm a graduate student and plan to graduate this year in May. However, the problem began in the leadership class. The first time I noticed an issue was in my first discussion post. I emailed the instructor to express I was complying with guidelines of Ashford University, but I received a reply back to academic policy. I have never experience this type of behavior before at Ashford inside the classroom. I followed rules of using turnitin, and seem this process is not performing professionally with assignment work. I even quote references which used have already been recognized through turnitin. Although I did reach out to the advisor, and express that this instructor or I aren’t seeing things clearly. No how I work to correct the problem, are create new ways of solving issues, the instructor had a problem, and show behavior of you do it exactly my or know [sic] way. One thing; I can be taught from way of learning but clearly both individual working style is different. However, looking inside the discussion there was many error or mistakes made, not once did I criticize materials. I don’t think he should have failed me for this course because he felt I’m not worth going further. I’m not at the top of the writing charts but I work. The past class have caused great deal of stress. In your desired resolution you state: I am not complaining about his teaching style, I’m complaining about how I was treated doing the class session.  I don’t know if this is the right to complain after no results or feedback from the university, my concerns are his ethics and unfair treatment to me.  I haven’t dealt with an Instructor stepping outside what’s right for student.  I would like to have my grade justified or incomplete or withdrawn, one or the other steps taken.  This is what I’m asking. Allegations regarding Instructor The University’s 2015-2016 Academic Catalog states that if a student has a concern with the instructor of his or her course, the student should first attempt to discuss his or her courses with the instructor.  If the student and instructor are not able to resolve the matter, the student may file an Instructor Issues form.  An Instructor Issues form may be submitted based on the student’s perception that any of the following conditions exist:  Failure to respond to repeated attempts at communication; or detrimental behavior to a student’s performance (Attachment A). On March 1, 2016, you began your BUS 661 course. ·        On March 18, 2016, you wrote to Mr. [redacted] regarding concern for your grades; you insinuated to Mr. [redacted] that the professor had a personal vendetta against you.  You also indicated that you would not be reaching out to the instructor in the future.  Mr. [redacted] advised you to provide your assignments in APA formatting and follow the expectations the instructor has set for the students. ·        On March 22, 2016, you wrote to Mr. [redacted] and indicated that you felt the process you were going through was unfair, the “guy is insulting” and you needed to speak with a counselor.  You did not want to attend his class.  Mr. [redacted] asked if you would prefer to drop your current class.  He advised you that since you had posted attendance through three weeks of this class, there would be no refund for the cost of the class.  You asked Mr. [redacted] that if you did drop that class would your next class be terminated.  Mr. [redacted] indicated that you would have to repeat BUS 661 with a different instructor and BUS 691 would have to be rescheduled. ·        On April 15, 2016, you reached out to Mr. [redacted] through a web portal message regarding an appeal as you felt Dr. [redacted] was not treating you fairly.  Ms. [redacted] addressed your concerns in Mr. [redacted] absence.  Ms. [redacted] indicated that you should submit a grade appeal form to voice your concerns and to have a third party review your situation.  She provided you with instructions on how to access and submit a grade appeal issue.   Ms. [redacted] also gave you guidance on how to properly submit the grade appeal form including providing documentation of your hardship.  She also indicated you could submit an instructor issues form and where you could locate that form in the portal.  Ms. [redacted] advised you that submitting an instructor issues form would not result in a grade change. ·        On April 11, 2016, you completed your BUS 661 course with an earned grade of “F.” ·        On April 16, 2016, Mr. [redacted] sent an automated unsuccessful grade notification to you. ·        On April 18, 2016, you replied to Mr. [redacted] automated message advising him of your continued frustration with Dr. [redacted] and requested that he contact you. ·        On April 20, 2016, Mr. [redacted] contacted you in response to your previous correspondence to him during his absence and to find out whether you had taken Ms. [redacted] advice and submitted both the instructor issues form and the grade appeal form.  ·        On April 25, 2016, you requested Mr. [redacted] to email you a grade appeal form as your search for the form in the Student Portal was unsuccessful.  Mr. [redacted] replied and attached a copy of the grade appeal form.  He also gave you specific instructions on providing specific examples “where your grade should have been higher, whether on discussions or on assignments.”  Additionally, he told you that if you were challenging for an Incomplete or W grade, you would need to provide documentation of an emergency that occurred during the final week of class. ·        On April 25, 2016, you were advised that your grade appeal could not be accepted due to the fact that you did not provide the requested hardship documentation.  You were advised to contact your Academic Advisor if you had any questions regarding this process.  ·        On April 26, 2016, you wrote to Mr. [redacted] where you indicated your frustration regarding the degree you were pursuing.  In your email you asked him “what I can accept degree wise in effort of overturning and finishing.  I perhaps chose unwisely.  Tired or [sic] fighting with the University want out!”  ·        On April 26, 2016, Mr. [redacted] replied indicating he was not sure exactly what you were requesting of him and sought clarity.  He asked you if you wished to withdraw or if you wanted a determination if your degree could be counted as complete.  He advised that you would need to finish your current class and either retake BUS 661 or get a grade appeal approved for a better final grade in the previous of BUS 661.  Mr. [redacted] also told you that he received word from the grade appeal department that they needed more information from you as you did not include any supporting documentation for your request of a W.  Mr. [redacted] explained that “simply saying everything in the discussions” is not sufficient for a grade review. Current Status On April 25, 2016, you submitted a grade appeal.  On that same date, you were advised that the grade appeal was incomplete and required additional information as you did not include any supporting documentation in your request for a W grade.  Appeals will not be considered unless there is appropriate documentation of hardship.  Additionally, the Center for Excellence in Teaching and Learning (CETL) reviewed all your assignments, the associated rubrics, the instructor’s grades, and the instructor’s feedback.  CETL determined that the instructor provided very detailed feedback to you.  The instructor was very concerned with your usage of proper grammar, APA formatting, and assignment organization.  CETL determined that the instructor utilized the rubric as indicated and then provided you with written feedback in support of the grades he issued.  CETL found no bias in the instructor’s comments to you; his tone was similar and consistent with the other students in the class.  CETL’s review determined that you did not incorporate the feedback provided to you and you did not make appropriate changes in your assignment submissions.  This negatively impacted your grade in the class. Conclusion You requested that the University justify your grade or issue an incomplete or withdrawn instead of the failing grade.  As you have not provided appropriate documentation of a hardship, the University is unable to accept your grade appeal and issue either an incomplete or withdrawn grade to you.  However, the University is able to justify the grade based on the investigation.  CETL has determined that the instructor correctly utilized assignment rubrics to grade your coursework and, in fact, provided you with substantive, corrective feedback which was consistent in nature.  CETL did not find any bias or evidence that your grade was based on a personal vendetta.  I hope you have found the information provided above was helpful and per your request gives you the justification for the grade you earned in your BUS 661 course.  It is always the intention of Ashford University and its employees to provide excellent student services and learning experience.  If you would like to discuss any questions or concerns about the investigation contained in this letter, please contact me at (866) 475-0317, ext. [redacted], or at [email protected]. Sincerely, [redacted], Ph.D. Associate Vice President of Student Dispute Resolution For Ashford University Encl. (1)                Academic Catalog (pages 43 – 45) Tell us why here...

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.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!Regards,[redacted]

This complaint is currently being addressed through the University's Student Dispute Resolution Center and its established procedures.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[This response from Ashford University is completely irresponsible and is simply not truthful. Ashford University has made irrational and untruthful claims & I have documentation to support my claims. My evidence was sent to me from Ashford University staff. The truth is that [redacted] is a liar and so is [redacted] who have provided very little evidence to support their premise that this was not a "Fraudulent Charge." It is a "Fraudulent Charge." From August 2015 to as recently as March 2016 I have made at least ten attempts to resolve this debt with the Ashford Universities collections department. They're dishonest in their response and we feel this complaint needs to be escalated to the proper authorities to see that the guilty parties be held accountable. We feel that [redacted] is responsible for most if not all of this mess. We reached out to him previous to re enrolling to Ashford University in August 2015 to discuss a range of issues that he simply overlooked because he is incompetent. We also feel that [redacted] should be held accountable for all of the dishonest statements made by his staff as well as all miscommunication's and lies surrounding this matter. Please advise. We have tried to speak to several key people at Ashford University, but to be honest they're impossible to talk to as a result of their irrational bravado demeanor & ridiculous posturing regarding serious matters. They have lied and will continue to lie. Their response addresses nothing and they cannot be spoken to because of foul behavior and extremist customer service tactics. I have tried at least ten times to resolve this through the proper channels, but [redacted] has continuously blocked any attempts to resolve this matter properly and I can prove it. We are asking that [redacted] be removed from this case or account and that he be replaced with someone with the proper communication abilities moving forward. We are requesting that [redacted] and all staff at Ashford University who continue to make false allegation against me be held accountable. We would also like to advise [redacted] that [redacted] has yet to send us any paper evidence of his claim that we owe Ashford University anything regarding this "Fraudulent" account. Please advise how the University would like to handle this complaint and resolve the matter in a prompt and very professional matter. ]
Regards,
[redacted]

May 22, 2015
 
[redacted]
 
Dear [redacted]
 
On April 30, 2015 Ashford University (University) received a copy of your complaint filed at the Revdex.com (Revdex.com).  The University referred the complaint to the Office of...

Student Grievance Resolution to address your concerns through the formal grievance process. In your complaint, you allege the following:
 
“I started classes here in August of 2014. I signed up for financial Aide [sic] and now they keep calling me  and emailing me saying that I owe them money because I withdrew from my classes. However I called them a couple of months ago and told them that I had a daughter that started having seizures and I was back and forth to the dr with her and also I had a son that had two surgeries in a 3 month time frame. The guy that I spoke with was very rude his name was [redacted]. He would not let me speak with a supervisor and he hung up on me. I also explained that I am a single mother of 4 and can not [sic] afford to play 6,000.”
 
The University conducted an investigation of your concerns. The following information details the findings of the investigation.
 
Federal Student Aid Verification
 
Per the University’s Academic Catalog, the federal government requires colleges and universities to verify, or confirm, the data reported by students and their parent(s) on the Free Application for Federal Student Aid (FAFSA). The verification process ensures that eligible students receive all the financial aid to which they are entitled and prevents ineligible students from receiving financial aid to which they are not entitled. A subset of financial aid applications are randomly selected by the US Department of Education for verification (Attachment A).
 
If a student is selected for verification, the Financial Aid Office notifies the student of required documentation. The student (and parents(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; Documentation of other untaxed income, if applicable; Verification of high school completion (or equivalent), if applicable; and Identity and Statement of Educational Purpose, if applicable (Attachment A).
 
Please note that additional documents may be requested at the Financial Aid Office’s discretion. Participation in the verification process is not optional (Attachment A).
 
On August 11, 2014 you completed and submitted your 2014-2015 FAFSA.
 
On September 9, 2014 you began your first course in your Associate of Arts in Early Childhood Education degree program, EXP 105.
 
Between September 10, 2014 and November 13, 2014 the University’s Financial Services department notified you by telephone and e-mail message that your W-2’s and the Verification of Household Resources Independent Worksheet were needed in order for you to be packaged for financial aid funds for your first academic year.
 
On October 22, 2014 Financial Services Re-entry Specialist [redacted] told you that you could not be packaged for financial aid funds until your W-2’s and the Verification of Household Resources Independent Worksheet were submitted. In the same conversation, you asked [redacted] if you would owe an out of pocket expense for tuition and fees incurred and [redacted] told you that the University was trying to collect the documents from you so you would not owe an out of pocket expense.
 
On November 20, 2014 a University Financial Services Advisor notified you that your Verification of Household Resources Independent Worksheet that you submitted was missing your signature. You were advised to sign and resubmit the document.
 
On December 2, 2014 Financial Services Advisor [redacted] notified you that the Verification of Household Resources Independent Worksheet was completed incorrectly and it was still needed in order for you to be packaged for financial aid funds. [redacted] also told you that your W-2’s were still needed and that once you obtained the documentation you could send them directly to him for processing. On December 8, 2014 the University‘s Financial Aid Office approved your W-2’s.
 
Between December 11, 2014 and March 5, 2015 the University’s Financial Aid Office continued their efforts to contact you by telephone and e-mail message to retrieve the Verification of Household Resources Independent Worksheet from you in order for you to be packaged for financial aid funds for your first academic year.
 
On March 7, 2015 you were administratively withdrawn from the University for failure to meet the attendance requirements.
 
The investigation did not reveal that you submitted the Verification of Household Resources Independent Worksheet. Therefore, you were not packaged for financial aid funds for your first academic year. As you were not packaged for financial aid funds for your first academic year, you incurred an out of pocket expense for tuition and fees in the amount of $6260 (Attachment B).
 
Name of Course
Dates of Course
Cost of Course
EXP 105
9/9/14 – 10/13/14
$1395
PSY 202
10/14/14 – 11/17/14
$1395
ENG 121
11/18/14 – 12/22/14
$1395
ENG 121
1/6/15 – 2/9/15
$680
INF 103
2/3/15 – 3/9/15
$1395
 
 
Total Cost of Tuition and Fees: $6260
 
               
Personal Hardships
 
Students at the University who are experiencing a medical hardship have the option to request an Academic Leave from their courses (Attachment B). In the case where a medical hardship takes place during the course(s), students may submit a Tuition Credit Request (TCR) to receive credit for the cost of the course(s) (Attachment C). In the case of a TCR, the hardship must have unexpectedly occurred during the course and directly impacted the student’s ability to continue in the course or program during the timeframe in which the course occurred (Attachment C).
 
Between September 9, 2014 and February 19, 2015 you successfully completed two (2) courses and unsuccessfully completed three (3) courses in your fist academic year.
 
During this time, from November 18, 2014 to December 22, 2014 you unsuccessfully completed your first attempt at ENG 121 with an earned grade of “F.” On December 31, 2014 Student Advisor [redacted] notified you of your unsuccessful grade in your ENG 121 course.
 
On January 1, 2015 [redacted] asked you about your most recent course grade. In the same message, [redacted] advised you that if you received an unsuccessful grade due to an unexpected life circumstance and/or family emergency to contact her to discuss possible options. On the same day, you responded to [redacted] and told her that you were experiencing several family issues with your children. On January 5, 2015 [redacted] left you a voicemail message and sent you an e-mail message that notified you that she had been out of the office. On the same day, you told [redacted] that that you had been trying to reach her about your previous ENG 121 course and the payment. On January 7, 2015 [redacted] notified you that she wanted your specific weekly availability to set up a telephone appointment. [redacted] attempted to reach you by telephone that same day and left you a voicemail message.
 
On January 6, 2015 you began your second attempt at ENG 121. On January 23, 2015 [redacted] issued you an attendance warning notification as you had not met the University’s attendance requirements. On January 26, 2015 Readiness Advisor [redacted] notified you that if you did not post attendance in your course by January 31, 2015 you would be withdrawn due to the University’s attendance policy. In the same e-mail message, [redacted] asked you if you needed to request a break for your courses.
 
The following day, on January 27, 2015, you told [redacted] that you wanted to withdraw from your second attempt at ENG 121. [redacted] advised you of the 50% course charge as you had posted attendance in week two (2) of the course and she told you to stop posting attendance in the course. [redacted] additionally advised you of the third consecutive unsuccessful grade policy. [redacted] also sent you the steps to take to complete the Tuition Credit Request form in your Student Portal. On the same day, you told [redacted] that you had difficulty access the Tuition Credit Request Form.
 
On January 28, 2015 you submitted an Academic Leave Request and it was approved on the following day. On January 31, 2015 you were withdrawn from your course and earned a grade of “W.”
 
On February 2, 2015 [redacted] told you to try a different internet browser to access the Tuition Credit Request form. On the following day, [redacted] asked you if you were able to access the form. On the same day, you told [redacted] that you were trying to submit the form but the form required documentation. On February 4, 2015 [redacted] told you that supporting documentation would be beneficial for consideration of your Tuition Credit Request.
 
On February 3, 2015 you began your INF 103 course. On February 19, 2015 you told [redacted] that you were having difficulty and may need to withdraw from your course. On February 23, 2015 you asked if you could change to a different course. On February 26, 2015 [redacted] advised you that INF 103 was required for all degree programs.
 
On March 3, 2015 you told [redacted] that you wanted to change your degree program. On the same day, [redacted] advised you of the steps to change your degree program and she also told you that three (3) consecutive unsuccessful grades will result in dismissal from the University.
 
On March 7, 2015 [redacted] notified you that you were withdrawn from the University due to not meeting the University’s attendance policy.
 
Your last day of recorded attendance at the University was February 19, 2015.
 
The investigation did not reveal that the University received a Tuition Credit Request form or documentation of your personal hardship during your enrollment.
 
Dismissal
 
Per University policy, students who earn three consecutive unsuccessful grades at the University will be academically dismissed. Unsuccessful final grades include the following: F, W, WF, or in an Introductory, General Education Competency, or General Education Capstone course, D+, D, or D- (Attachment D).
 
On March 11, 2015 the University Registrar notified you that you had been dismissed from the University due to three (3) consecutive unsuccessful grades.
 
On March 17, 2015 you asked [redacted] if you could change your degree program. On the same day, [redacted] told you that you had been dismissed from the University.
 
The investigation revealed that you were dismissed from the University in accordance with University policy.
 
Conclusion
 
Based on the above noted facts, the University will credit your student account balance due in the amount of $3470, which represents the cost of tuition and fees associated with your attempts at ENG 121 and INF 103. This will reduce your student account balance due to $2790, which you are responsible for setting up a repayment arrangement for.
 
It is always the intention of Ashford University and its employees to provide excellent student services and an excellent learning experience.  If you would like to discuss any questions or concerns about the process or the outcome of your grievance, please contact me at [redacted]
 
I wish you all the best in your future endeavors.
 
Sincerely,
 
 
[redacted]
Student Grievance Resolution Administrator
for Ashford University
 
Encls. /5/                Attachment A, Financial Aid Verification
                                Attachment B, Ledger Card
                                Attachment C, Tuition Credit Request
                                Attachment D, Dismissal
                                Attachment E, Presidential Appeal Policy
 
 
*Attached and in the 2014-2015 Academic Catalog you will find information about the Presidential Appeal Policy.

April 3, 2015
 
[redacted]
 
Re: Revdex.com Complaint Number [redacted]
 
Dear [redacted]
 
On March 6, 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 March 17, 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 March 17, 2015, you alleged the following:
 
·        That your student account balance due is incorrect; and,
·        That the University has not offered you fair repayment options to fit your current household budget.
In your complaint, you stated the following as the resolution you seek:
·        For the University to review your student account to ensure its accuracy; and,
·        For the University to offer fair repayment options that fit your current household budget.
 
The University conducted a thorough and impartial investigation of your concerns. The following details the findings of the investigation and addresses your concerns and resolution requests.
 
Allegations regarding your student account balance due and repayment options
 
In your complaint, you alleged that your student account balance due is incorrect and that the University has not offered you fair repayment options to fit your current household budget.
 
On August 8, 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). In the Student Finance Agreement section of the online application for admission, you indicated your primary payment option as Financial Aid Plan and your secondary payment option as Cash Plan (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.
 
During your first academic year from August 14, 2012, to June 3, 2013, you successfully completed eight (8) courses totaling twenty-four (24) units; tuition and fees posted to your student account in the total amount of $11,463; and, federal financial aid student loans posted to your student account in the total amount of $9,046, bringing your student account balance due for your first academic year to $2,057 (Attachment C, Degree Progress Report; Attachment D, Ledger Card).
 
During your second academic year from June 4, 2013, to August 4, 2014, you successfully completed eight (8) courses totaling twenty-four (24) units and unsuccessfully completed two (2) courses totaling zero units; tuition and fees posted to your student account in the total amount of $13,153; federal financial aid Pell Grants and student loans posted to your student account in the total amount of $12,191; and, credit balance stipends were issued to you in the total amount of $1,613, bringing your student account balance due for your second academic year to $2,575 (Attachment C, Degree Progress Report; Attachment D, Ledger Card).
 
Competencies are skills deemed necessary by the faculty to demonstrate a quality college education. A minimum grade of “C-” will be required to satisfy competencies and competency prerequisites (Attachment E, Competencies Policy). On September 16, 2014, Readiness Advisor [redacted] advised you that one of your competency courses, COM 200, could be moved to your elective pool, which would make the course a successfully completed course and be applied toward your degree program requirements. However, [redacted] also told you that you could not retake COM 200 to satisfy a general education competency requirement but would still need to satisfy that general education competency requirement by taking a different course within the approved courses listed in the Academic Catalog. To date, there is no record of a request by you to move COM 200 to your elective pool.
 
During your third academic year from August 5, 2014, to February 9, 2015, you successfully completed five (5) courses totaling fifteen (15) units; tuition and fees posted to your student account in the total amount of $6,725; federal financial aid student loans posted to your student account in the total amount of $12,368; federal financial aid student loan funds were applied toward your prior academic year balance due in the total amount of $200, the maximum allowed by federal student aid guidelines; and, credit balance stipends were issued to you in the total amount of $604, bringing your student account balance due for your third academic year to $4,839 (Attachment C, Degree Progress Report; Attachment D, Ledger Card).
 
The Financial Aid Office is required to perform a Return of Title IV Funds calculation when a Title IV recipient withdraws from his or her program (Attachment F, Return of Title IV Funds). On March 16, 2015, the University completed its Return of Tile IV Funds calculation and determined that you had not earned third academic year federal financial aid student loan funds in the total amount $3,930. On that same date, federal financial aid student loan funds in the total amount $3,930 were returned to the Federal Student Aid Program, bringing your third academic year student account to a credit in the amount of $909. On March 27, 2015, the University issued directly to you third academic year credit balance funds in the amount of $909, bringing your final enrollment student account balance due to $4,432.
 
Your final enrollment student account balance due represents your first academic year balance due, $2,057, plus your second academic year balance due, $2,575, minus the third academic year financial aid funds, $200, applied toward your student account balance due.
 
Repayment plans are based on numerous factors, including but not limited to, the amount of the balance due and the student’s enrollment status. On February 2, 2015, Financial Services AR Specialist [redacted] advised you that, as of that date, you could enter into a repayment agreement with the University for equal installments at a maximum duration of 28 months. According to information received from the Collections Specialist assigned to your student account, [redacted], the maximum duration of time the University can offer to you at this time is 24 to 36 months, depending on your enrollment status.
 
Conclusion
 
Based on the above information, the charges and payments to your student account are correct, your student account balance due is owed to the University, and the University offered repayment plan options to you for the maximum duration available based on the amount of the balance due and your enrollment status. You are encouraged to contact Collections Specialist [redacted] at [redacted] to discuss repayment plan options. Also, as previously stated, unsuccessfully completed courses may influence the overall cost of attendance and COM 200 may be applied to your degree program requirements as an elective, so you are encouraged to contact Student Advisor [redacted] regarding the option to move COM 200 to your elective pool.
 
It is always the intention of Ashford University and its employees to provide excellent student services. Please note this response to your concerns represents a collaborative process that aligns with the description of the grievance process in the current University Academic Catalog. If you would like to discuss the outcome of your complaint with me directly, please feel welcome to 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, Degree Progress Report
Attachment D, Ledger Card
Attachment E, Competencies Policy
Attachment F, Return of Title IV Funds

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] I feel that this is not a satisfactory resolution. My records should show that in December 2014 and June of 2015 I took an academic leave of absence. I had to withdraw from one course because I was failing due to a sudden death in my family. I communicated with [redacted] who kindly walked me through the process and pushed my next course out to June 2nd. At that time I was unable to continue because of such tragedy and was unable to return home for a long period of time. On May 19, 20, and 21st, [redacted] and I communicated and there was a resolution. At that time I was unable to return which I assume was the reason records show that I was withdrawn from Ashford. I did not receive another email from Ashford until 09/02/15 which was automated, and it stated that I had an outstanding balance.
On 09/10/15 I requested two transcripts for my own personal records. After being charged $20.00, I was denied my transcripts and money was never returned to me. I then received email messages on 09/16/15 from two different individuals. On 09/21/15 I received an email for my financial aid exit review. I did get an email from a re-entry counselor named [redacted] on 10/27/16 about returning to Ashford. I replied on 10/28/15 and asked [redacted] what my options were. I got an email 10/29/15 in response to my response. That message was not from [redacted], it was from Miss [redacted] and she went over the review process and the steps in returning to Ashford.
I immediately gave her the information she needed and answered all of her questions. She was out of the office for two days. It was then (10/30/15) that she told me in order for me to return I must set-up a payment plan to pay off the amount of $2,527.99.  I submitted my FAFSA to her and it showed I was in good standing and I was ready to start back at Ashford. She again sent me back a message on 11/02/15 repeating "In reviewing your account I see that you have a balance owed from your previous Academic Year AY in the amount of $2,527.99. This balance would need to either be paid in full OR you can set up monthly payment arrangements instead. The arrangements would need to be finalized and the first payment received prior to your return". The minimum amount that you offered for me to pay is $90.00 a month and this is absolutely not in my budget. I expressed that to [redacted] and then she turned around and told me via email that when I can make a payment I could continue the re-entry process.
I worked very hard to complete 60+ credits at Ashford and then to be told that if you don't get payment that I cannot attend the college that I started at. This was all over a death in my family, which took me 6 months to recoup. I felt that Ashford was more worried about receiving my money than me continuing my education. 
I feel that I should either have the amount of $2,527.99 credited to my account and my transcripts released; or allow me to return back to Ashford as a student to finish my Bachelors degree and pay within 6 months after graduation. If neither of these are an option, I would rather Ashford release my transcripts so I can attend a different college to further my education.
Thank you,
[redacted]

March 28, 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 that the University required you to...

complete an identification verification process, however, you were subsequently withdrawn because you did not submit the required documentation. Upon reentry, you were advised that you were required to arrange repayment arrangements for a $5,000 account balance.
You stated the resolution you are seeking is for the University to adjust your account balance due to the original $109 before you were withdrawn, or to allow you to reenter without having to pay over $5,000.
Thank for you allowing the University sufficient time to investigate and prepare the following response.
Regarding Your Student Account Balance Due
The University’s 2015-2016 Academic Catalog states the following regarding Federal Direct Aggregate Loan Limits (Attachment A):
Dependent Undergraduate                                Independent Undergraduate                             Graduate Students
Students                                    ...⇄ Students
 
$31,000
 
$57,500
$138,500
Max Subsidized: $65,500
Max Subsidized: $23,000
Max Subsidized: $23,000
(includes undergraduate borrowing)
 
 
*A borrower who has reached his or her aggregate borrowing limit may not receive additional loans until he or she has reduced his or her
On March 28, 2013, you began your degree program. During your first academic year, you successfully completed eight (8) courses and unsuccessfully completed one (1), SOC 120. At the end of your first academic year, your account balance due in the amount of $745 was a result of your unsuccessfully completed SOC 120 course (Attachment B).
At the end of your second academic year, your account balance due in the amount of $545 was a result of your prior academic year balance for our unsuccessfully completed SOC 120 course (Attachment B). Please note, $200 of your second academic year financial aid was applied to your first academic year balance, in accordance with federal student aid program guidelines.
On September 3, 2015, University representative [redacted] advised you of your account balance due in the amount of $545 due to your unsuccessful grade in SOC 120. On the same day, you made a payment toward your account balance due in the amount of $54.50 (Attachment B). On September 9, 2015, the University approved your repayment plan with monthly payments in the amount of $54.50.
At the end of your third academic year, your account balance due in the amount of $242 was a result of your prior first academic year balance for SOC 120 (Attachment B).
By e-mail message on February 2, 2016, the University advised you that in an effort to protect your identity, the Registrar required two (2) pieces of identification. Within the email message, the University stated the documents must be received within fourteen (14) days of the request.
By telephone on the same day, University representative [redacted] called you and left a voicemail message for you. Within the voicemail message, [redacted] stated that identity documents were being requested and that they were time sensitive.
On February 17, 2016, you asked University representative [redacted] why you were withdrawn from the University. [redacted] advised you that you were withdrawn because the University did not receive your identity documents within the fourteen (14) day timeframe.
On the same day, the University completed the Return of Title IV Funds (R2T4) calculation and determined that $944.19 in a Pell Grant, $742 in subsidized loans, and $1308 in unsubsidized loans were required to be returned to the federal student aid program, as you did not earn these funds in your second payment period in your fourth academic year. On February 22, 2016, these funds were refunded in the total amount of $2994.19 (Attachment B).
At the end of your fourth academic year, your account balance due in the amount of $218 was a result of your prior first academic year balance and the R2T4 upon your withdrawal (Attachment B).
On February 19, 2016, the University received your identity documents.
On February 25, 2016, following your request to reenter the University, the Financial Aid Department conducted a review of your financial aid eligibility. The review revealed that you would reach your combined undergraduate aggregate loan limits in your fifth academic year. The total amount of financial aid you had remaining for your last academic year was $5044.19, which included Pell Grants and unsubsidized loans. The review revealed that you had seven (7) courses remaining to complete your program, and estimated cost of tuition and fees for those seven (7) courses would be $9975. As a result, you had a projected balance due of $4930.81 for your fifth academic year as a result of tuition and fees that would not be paid for with financial aid.
On the same day, University representative [redacted] advised you that the University would need a repayment plan for the estimated balance due in your fifth academic year due to reaching your undergraduate aggregate loan limits. [redacted] advised you the repayment plan could be up to fifteen (15) months.
Please note, in order to reenter the University, you will only need to resolve the current balance due in the amount of $218, and then agree to a repayment plan for the remaining estimated balance due as a result of tuition and fees not covered by financial aid due to reaching your combined undergraduate aggregate loan limits in your fifth academic year (Attachment B)     
 
Conclusion
The investigation reveals that your account balance due in the amount of $218 is accurate as a result of tuition and fees that were not covered by financial aid and the R2T4 upon your withdrawal. As noted above, you are required to pay your remaining balance due in the amount of $218 prior to reentry, and to set up repayment arrangements for the estimated balance due for your fifth academic year.
The University and its employees strive to provide excellent student services and an excellent learning experience. If you have any additional questions, please feel welcome to contact me at [redacted]
Sincerely,
 
[redacted]
Student Complaint, External Relations Specialist
for Ashford University
Encls. /2/                Attachment A, Financial Aid Policy
                                Attachment B, Ledger Card

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belowAshford continues to mention email communication.  I spoke with [redacted] several times verbally, by telephone. (between your mentioned dates and after those dates)  I told [redacted] an exact date of when Ashford would receive a payment.  He gladly accepted that date specified.  I was then turned over to collections less than two weeks prior to that date.  It absolutely would have been Ashford's responsibility to enter in a written contract with me after several emails....AND phone calls.  I have made so many attempts to work this out with Ashford, and you want to discount all verbal communications.  As soon as [redacted] knew the month, he should have sent me a contract.  He had opportunity from that last email exchange you show and opportunity after our phone conversations.  There was opportunity several times in between. 
Regards,
[redacted]