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I am a student attending Purdue University Global online. My financial aid on the student portal shows my fin aid was to be posted to my account on 9-3-18. My loan funds did post to my account on 9-4. My Pell grant funds were scheduled to post on 9-3 as well I contacted fin aid and was informed my pell grant funds would not post for an additional 7 to 14 business days.. No explanation was given as to why.
As a student, I am now responsible for the loan funds without the ability to withdraw without penalty. In my opinion, this is a very deceptive practice
September 17, 2018
RE: Student ID #***
The Purdue University Global Office of Student Relations is an impartial entity that responds to student complaints. Serving a separate institution within the Purdue system, the Global Office of Student Relations addresses Purdue Global student problems under its own Problem Resolution and Grievance Policy. We are dedicated to excellent administrative service and a high level of student satisfaction and take it seriously when our students report they are unhappy with their experience.
In Mr.’s complaint dated September 6, 2018, he stated the following concerns:
· He is a student attending Purdue University Global.
· According to his records his federal aid has not been received on the expected dates.
· He is requesting an explanation.
The Office of Student Relations reviewed Mr.’s records and confirmed we have previously responded to these same concerns expressed by Mr. on June 6, 2018, whereby we informed Mr. the completion of his financial aid package, and processing and receipt of his award letter and federal loans were all completed within the acceptable service level agreements established for all students by the University and in accordance with federal guidelines.
It is important to mention we have attempted to reach Mr. via phone on more than one occasion in an attempt to complete a financial aid readiness call in accordance with our current policies, wherein we confirm the completion of the student’s financial aid package and provide any clarification necessary regarding our financial aid process prior to the start of his first term. To date our telephone outreach remains unanswered.
· According to the award letter dated June 2, 2018, he was packaged for Federal Pell Grant funds for the first term of the 2017-2018 aid year; this was based upon his Expected Family Contribution number (EFC) presented on his Student Aid Report (SAR). Because the new aid year did not begin until July 1, 2018, federal aid was not packaged at that time for terms scheduled within the new aid year, specifically the second and third terms Mr. was enrolled with Purdue University Global.
· Additionally, we would like to take this opportunity to provide clarification regarding the receipt, posting and subsequent disbursement of any credit balance refunds to Mr.’s student account for the current term the 1804A Term (August 22, 2018 – October 30, 2018).
· Mr.’s federal aid was scheduled to be received on September 4, 2018, for the 1804A Term. According to his records, both a federally unsubsidized loan for $1,979.00 and a federally subsidized loan for $1,155.00 posted to his ledger card on September 4, 2018, which left a balance of $329.00 on his student account after being applied to the tuition and fees for 1804A Term. A federal Pell Grant for $1,016.00 was received and applied to his student account on September 13, 2018, for the 1804A Term, creating a credit balance of $687.00.
· According to federal guidelines provided by the Department of Education, the University has up to fourteen days to refund student a credit balance created by receipt of Title IV funds.
In light of the information provided above, the office of Student Relations has confirmed Mr. has received accurate and timely responses to his concerns, and we have asked that he allow the University’s financial aid department and its supportive services the opportunity to assist him with questions or concerns regarding guidelines established.
Thank you for allowing our office the opportunity to address your concerns. We trust our response provided the clarification you desired. Should you require further clarification regarding the resolution provided, you may contact our office via email at at***@purdueglobal.edu or by phone at 317-208-1681.
Annemarie T
Student Relations Specialist
Purdue University Global
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Unfortunately, A T deliberately decided to not present all of the facts related to the August session funding, She states that funding was not done until July 1st for the August session.. If this is true why is it depicted in the PDF attached.In the June session my award and grants funded simultaneously as is normal. Not the case in the August session My loans did post as projected. My stipend related to my pell grant fund has still not been sent to my bank. As depicted in the attachments my pell grant funds were recalculated based on the units taken for the August session and due to a change of programs. Prior to changing programs I specifically discussed my awards for the august term and was advised a new award letter would not be issued. I specifically discussed taking 8 units in August vs the ten taken in June session This would be a total of 18 units for both sessions. I was advised by fin aid My pell grant award had been reduced because I was only attending 1[2 time (less than 9 units) For the the total of both sessions I am taking 18 units which is considered 3/4 time for fin aid purposes according to my adviser and DOE.The most critical issue is that I was never informed of my award letter being changed until after the fact. This denied me the opportunity to withdraw without penalty. PG has the ability to post fin aid funds prior to receiving them. They chose not to even though I was on the Deans list and an honor student. My current GPA is at 98%for the August term. In my opinion not a great way to build student loyalty. I have attached for Revdex.com review DOE guidelines on Fed funding and grantsI would also like an explanation as to why the scheduled date on my FSEOG funds was changed by over 2 weeks from the original disbursement dateas PG has the funds available and was.Lastly, in my June complaint why was I not advised of the office of student affairs
Regards
I had dropped a class and it was approved. Purdue is still charging me for the class that I dropped. I never took the class and had dropped the class within the appropriate time.
see attached
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this response/resolution is satisfactory to me.
Regards
I have not received my scheduled grant (other than pell) . I was eligible to receive the grant (other than pell) to my student ledger card on july 19th 2018. I have only received my loans and pell grant. I was told that it would post to my account no later than 14 days later which is August 2 2018. It is now August 7, 2018 and I still have not received the grant (other than pell). Also the professors are very unresponsive , I am attempting to reach them so I could make up my grades and pass my classes , because I would like to continue my education , but the professors never responded as I try everyday to reach them.
Ms.,The Purdue University Global Office of Student Relations is an impartial entity that responds to student complaints. Serving a separate institution within the Purdue system, the Global Office of Student Relations addresses Purdue Global student problems under its own Problem Resolution and Grievance Policy. We are dedicated to excellent administrative service and a high level of student satisfaction and take it seriously when our students report they are unhappy with their experience. In your complaint, you stated you have not received your scheduled grant and that your professors are unresponsive.You need for them to grade your missed work so you could pass your classes.The Office of Student Relations researched your concerns and found you are correct. You did not get a FSEOG (grant) because each school is only allotted a certain amount of funds every Financial Award Year. Unfortunately, we ran out of funding before your grant paid. This grant is not guaranteed. According to the Federal Student Aid website: https://studentaid.ed.gov/sa/types/grants-scholarships/fseog, FSEOG is described as "Each participating school receives a certain amount of FSEOG funds each year from the U.S. Department of Education’s office of Federal Student Aid. Once the full amount of the school’s FSEOG funds has been awarded to students, no more FSEOG awards can be made for that year. " In regard to your statement about the unresponsiveness of your instructors, we found that all instructors are allowed 24-48 hours to respond to students. We found that after you made your advisor aware you were waiting to hear from your instructors, she contacted your instructors on your behalf and asked if they had graded your work. One instructor asked you to contact her and one had been on leave for a few days because of a death of a loved one. He was behind in grading work but was in the process of catching up. All of your assignments and work were graded by the end of the term. We regret that you had less than a perfect experience. We hope this clarifies your concerns. Thank you for contacting the Office of Student Relations. We wish you the best in all of your future academic endeavors.
Regards,
Janet P
Student Relations
Purdue University Global
I submitted required documents for financial aid prior to the final date required. They did not process them timely, then refused to accept them. THis is resulting in a bill of over $4000 and they are not allowing me to continue my educational program. I contacted them multiple times, their financial aid staff were unable to answer simple questions and provided misinformation resulting in further delays. This is costing me time on achieving my degree.
September 17, 2018
RE: Student ID # ***
Thank you for contacting the Office of Student Relations. Purdue University Global is dedicated to ensuring excellent administrative service and the highest level of satisfaction possible for our students. We, therefore, take seriously any indication that our students may be displeased with their experience.
In Ms.’s complaint dated July 30, 2018, and received on September 6, 2018, she stated the following concerns:
· She submitted documentation required for the completion of the verification process multiple times prior to the required date, however, she did not receive federal aid to assist with the payment of his tuition and fees.
· She claims the University’s Financial Aid department did not process her verification paperwork in a timely manner and refused to accept the documentation she provided.
· She claims the University’s Financial Aid department was unable to answer questions or provide clarification which resulted in the delay of the processing and approval of her verification, further resulting in her dismissal from the University and delaying the achievement of her educational goals.
Purdue University Global’s Office of Student Relations reviewed Ms.’s records and confirmed the following:
· She enrolled to begin a Bachelor of Science in Human Services in Youth/Family Services Administration degree plan on May 9, 2018.
On May 10, 2018, she was notified via her Student Aid Report (SAR) and her 2017-2018 Free Application for Federal Student Aid (FAFSA) that she had been selected for verification.
· Although Ms. made several attempts to submit her documents for verification, they were not clearly legible or correctly completed. As a result, the documents were rejected. All documents had to be received and approved by the end of the term on July 24, 2018. Between May 10, 2018, and July 24, 2018, the University's Verification Team contacted Ms. via phone and email to inform her of the errors on her documents and assist her with methods to submit the documents. Her correctly completed documents had not been received at the time of her withdrawal.
· Ms. was administratively withdrawn from the University on July 30, 2018, because she was unable to fulfill all of the first term admissions requirements.
· Ms. was informed she would be financially responsible for any tuition and fees incurred for her time in attendance with the University if she was not able to complete verification in order to determine her financial aid eligibility. Ms. cannot receive federal aid as she did not complete verification.
The University has made several attempts to contact Ms. via phone and email to establish payment arrangements for the balance of $4,205.00, however Ms. has refused to make those arrangements.
According to her records, Ms. attended, completed, and received final passing grades for courses during the 1802B Term, (May 16, 2018 – July 24, 2018), which was her first term of her first enrollment with the University. If Ms. is able to satisfy her balance in full, she may contact the Office of Returning Students to inquire about re-enrollment to continue her academic pursuits, however she will still be required to fulfill any financial aid requirements for any future terms.
It is the University’s policy all balances must be paid in full prior to the release of official transcripts or diplomas or for consideration of re-enrollment.
Thank you for allowing our office the opportunity to address your concerns. We trust our response provided the clarification you desired. Ms. is urged to contact me directly via email at AT***@purdueglobal.edu or by phone at 317-208-1681 with any further questions.
Regards,
Annemarie T
Purdue University Global
The Office of Student Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The reason federal aid was not issued was because the financial aid staff provided inadequate service that resulted in this, as outlined below: 1. It took multiple days for any response to come from the financial aid office, often going from week to week before they would be heard from again. This slowed and delayed submission of documents. 2. After submission of documents, I called - sitting on hold over an hour - and asked if the documents were what they needed. It was confirmed to by telephone that the documents were satisfactory. 3. Several days later, after the end of the semester, I received notice that the documents were not needed. 4. Financial aid staff provided conflicting and confusing details and instructions which resulted in the errors on the forms. Had the financial aid office and their staff been adequate, the federal aid would have paid out and there wold not be a balance. Due to their inadequate efforts and disregard for students the federal aid did not pay out.
Regards
I have been in contact with the Student Support department about documents I needed to turn in to Financial Aid. The school allowed me to start my classes before my Financial Aid was finished. When I realized that I needed to turn in more documents, I submitted them. However, after a few weeks, I realized they were still requesting the same documents. This became on ongoing issue. I would submit the documents, but they would still show as needed. Once I contacted the department, I was told that some things on my papers were wrong. I was never told when the deadline to turn them in was until about a week before the deadline. Every time a document was rejected, I had to contact them to find out what was wrong with it. I would fix it, submit it, it would get rejected, and I would have to contact them again. They never contacted me first about whatever the issue was. When I submitted the last document they needed, they did not send it to the right department. I emailed them the document 4 times and also spoke to someone on the phone. By the time of the deadline, they still had not sent the document to the verification department. Luckily, I was able to contact that department directly and have been working with them since. But because of the mismanagement of this department, I am locked out of my account and not able to currently continue my program. Hopefully, the verification department is able to now process my Financial Aid because the Student Support department is telling me I owe the school $2,200. I am very unhappy with how my account was handled.
see attached
I am a student at purdue global My student ID # is ***. I have not received my stipend from my fin aid award First I was told 21 days from the start of classes begining june 6th. It shows as a credit on my student acct on 7/3 and should be deposited to my bank acct within 1 to 2 business days Now I am told it might be up to 14 additional days PG policy is no refunds after 21 days from begining class I signed my MPN 2 weeks prior to class When I question them the answers keep changing and are not direct My question iis simple Exactly what date will I receive my stipen / refundand what date will my award letter be prepared for me to view for next term
550 West Van Buren – 7th Floor Chicago, IL 60607
July 18, 2018
RE: Student ID # ***
Dear: ***:
Thank you for contacting the Office of Student Relations. Purdue University Global is dedicated to ensuring excellent administrative service and the highest level of satisfaction possible for our students. We, therefore, take seriously any indication that our students may be displeased with their experience.
In Mr. correspondence received on July 18, 2018, he stated the following concerns:
· He claims he has not received his stipend from his financial aid award.
· He explained he was informed by Purdue University Global he could expect to receive his credit balance refund 21 days from the start of his term which began on June 6, 2018.
· He further explained a credit balance was reflecting on his account as of July 3, 2018, and when he requested the credit, he was informed the credit balance refund could be processed up to fourteen days from that date.
In light of the above information, Mr. is asking for the date on which he can expect his credit balance refund and when will he receive his award letter for his new loan year.
The Office of Student Relations reviewed her student records and confirmed:
· Mr. enrolled with Purdue University Global on May 15, 2018, as a conditionally admitted student partaking in the three week trial period known as the Purdue University Global commitment period. This allows students to attend the University for a three week period without being financially responsible. Once they complete the three week trial period, they are considered a fully enrolled student, and at that time their financial aid file is complete, federal aid is requested and processed.
· Mr. began an Associate of Applied Science in Business Administration – Hospitality Management program in the 1803A Term (June 6, 2018 – August 4, 2018) on June 6, 2018, which was the first term of his first enrollment with the University.
· According to Mr. records, he received his first term disbursement of federal aid on July 3, 2018, in accordance with the Purdue University Global commitment guidelines, and within normal procedures, for a first term student of the University.
· According to Mr. ledger card, after all received aid was applied to tuition and fees for the 1803A Term, a credit balance of $409.00 was present on his account as of July 3, 2018.
According to federal guidelines provided by the Department of Education, the University has up to fourteen days to refund a student a credit balance created by receipt of Title IV funds. Mr. credit balance refund was processed and sent to him via *** as he established on July 6, 2018. This was processed within three days of receipt of his federal funds and within a timeframe including a holiday observance during which the University offices were closed.
Mr. was provided his award letter for the loan period of June 6, 2018 – January 22, 2019, on June 2, 2018, which was prior to the start of the 1803A term, and prior to the completion of the Purdue University Global commitment period.
It is important to mention this information is available for Mr. to view on his student portal at any time.
Thank you for allowing our office the opportunity to address your concerns. We trust our response provided the clarification you desired. Mr. is urged to contact me directly via email at ai***@purdueglobal.edu or by phone at 954-515-3393 with any further questions.
Regards,
Annemarie I
Purdue University Global
The Office of Student Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards