Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Business Division Regional Director, Brett M[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] received a stipend on September 27, 2016 for the previous 12 credits she completed in her Academic year 2 payment period 2. Stipends are issued at the beginning of each payment period, prior to a student completing the 12 credits. This is based on the assumption that a student will successfully complete the payment period. Ms. [redacted] began Academic year 3 payment period 1 on March 13, 2017. After her financial aid funds came in to pay for her 12 credits in that payment period, there were no excess funds to send to her as she is at her Aggregate limit of loans. In addition, if she does not successfully complete her classes within that payment period, GCU will be required to complete a return of funds to the lender for any unearned financial aid that was applied to Ms. [redacted] account to cover her 12 credits. If and when this return takes place, any excess funds will be sent to Ms. [redacted] at that time. Additionally on December 29, 2014 at the time of Ms. [redacted] enrollment, her Student Services Counselor, Joel Blevins, completed a welcome call with her. During the welcome call, GCU policies and aggregate limits were discussed with Ms. [redacted]. Further, all students have access to the National Student Loan Data System (NSLDS) website which is where all student loan information is stored. Students can access this website at any time to see information on how much funding they have used to date, how much funding they have left and information on their lender.As for Ms. [redacted] transcripts, she can call in and request transcripts at any time. She will just need to pay the $5 fee associated with requesting transcripts.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Brett M[redacted]Business DivisionGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations for the College of Theology, Chris K[redacted] and, based on that review, GCU has determined that Ms....
[redacted]’s complaint was appropriately resolved, however we are willing to accommodate the request given the circumstances. This determination is based on the following information:Ms. [redacted] received a call from her Student Service Advisor outlining the cost, fees, and policies regarding attendance several days prior to the class start date. At that time, she was made aware of refund periods and charges for attendance. Ms. [redacted] did post attendance in the class, but the post was simply to inform the instructor of her inability to begin. That communication which took place in the system registered her as an attending student making her financially responsible for the class and any upcoming fees that any be incurred as a result of attendance. That all said, we are willing to waive the balance owed in the spirit of customer service for Ms. [redacted] since the post that created the record of attendance was simply to communicate to the faculty they will be unable to attend As stated, we are willing to waive any balance that has been incurred and Ms. [redacted] will have no outstanding liability to GCU. The total amount of account adjustment will be the current balance of $847.01, which includes all current fees and prorated tuition. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Chris K[redacted]College of TheologyGrand Canyon University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11384174, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Thank you so much !
[redacted]
Dear Revdex.com, Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Danielle R[redacted], Regional Director of the College of Nursing and Health Care. Based on that review, GCU has determined that...
Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] enrolled with GCU in November 2012 and attended until October 2013 at which time she was automatically withdrawn for lack of attendance. During this enrollment period Ms. [redacted] was charged tuition and fees in the amount of $8,535 for five courses and received $15,004 in Financial Aid loans and grants. Once her loans and grants were applied to her tuition charges, Ms. [redacted] was issued a total of $4,649 in stipend checks. However, because Ms. [redacted] stopped attending, GCU was required per Federal regulations to complete a return of funds calculation for the unearned funds. This resulted in $3,962 being returned to Ms. [redacted] lender which left Ms. [redacted] with an account balance in the amount of $2,142. Had Ms. [redacted] returned that portion of her stipends rather than keep the money she would have had a zero balance on her account. Nonetheless, on September 1, 2015 GCU wrote off Ms. [redacted] $2,142 account balance. However, it should be noted that although Ms. [redacted] had a bankruptcy case, her balance with GCU was non-dischargeable. Therefore GCU was not required to write off her balance, it was simply done in good faith.On November 4, 2015 Ms. [redacted] signed an Enrollment Agreement to return to her program and started a course on November 30, 2015. However, on January 25, 2016 Ms. [redacted] was once again automatically withdrawn from her course for lack of attendance as she had not attended class for thirty eight days. During this time, GCU notified Ms. [redacted] numerous times via email that if she did not post into her course she would be removed from class for lack of participation and that this may negatively impact her finances as well as her academic progress. Per GCU’s refund policy, which was outlined on the agreement that Ms. [redacted] signed, since the withdrawal occurred after the first week of class, Ms. [redacted] was 100% financially responsible for the cost of her course in the amount of $1,840. During this enrollment period Ms. [redacted] also received $8,082 in Financial Aid loans and grants. Once her loans and grants were applied to her tuition charges, Ms. [redacted] was issued a stipend check in the amount of $2,647. However, because Ms. [redacted] stopped attending, GCU was required per Federal regulations to complete a return of funds calculation for the unearned funds. This resulted in $7,039 being returned to Ms. [redacted] lender which left Ms. [redacted] with an account balance in the amount of $3,444. Again had Ms. [redacted] returned her stipend check it would have reduced her balance to $797. In addition to the above information, GCU made twelve attempts to reach out to Ms. [redacted] via telephone and sent Ms. [redacted] eleven emails between January 7, 2016 and March 14, 2016 but was unsuccessful in reaching Ms. [redacted]. The email communication informed Ms. [redacted] that our attempts to resolve her outstanding balance have not been successful, and stated that we would appreciate an opportunity to speak with her to prevent her account from being moved to collections. However, Ms. [redacted] did not reach out to GCU in order to resolve her account balance. Therefore, on March 15, 2016 she was notified that her account had been turned over to GCU’s Internal Collections department. Internal Collections sent letters to Ms. [redacted] on March 16, 2016 and on May 4, 2016 informing her that her account would be sent to external collections if she did not resolve her account balance. Additional attempts were also made to reach Ms. [redacted] via email and telephone between April 5, 2016 and April 28, 2016. However, Mr. [redacted] was unresponsive. She can contact GCU’s Internal Collections Department at ###-###-#### to discuss her account balance which is due and owing. Further, Ms. [redacted] can also view her student records by completing a Student Request to Inspect and Review Educational Records form and mailing it to the following address:Office of Academic RecordsGrand Canyon University[redacted]Phoenix, Arizona 85017GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.Sincerely, Danielle R[redacted]Regional DirectorGrand Canyon University
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
when I spoke with representative from Grand Canyon I added him not one time did the admission rep nor rep when I asked to drop class notified me of a manage fee or a 25 % fee for dropping the class even after I asked several times. Only agreemet I signed was one for a scholarship and on page...
90 of the school.enrollment policy from the document the repredental ice sent in regards to filing an appeal which I had not sent because that would indicate that I was in agreeable with what he was offering me which is not because again I was enrolled the same day I signed scholarship.docs and who has time to read up ro page 90 of a guide? I asked several times about if I needed to drop.class and was not advised ans how can I be charged a technology fee or whatever fee when I haven't used aby of their services.
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.When I applied to Grand Canyon University, [redacted] (my Enrollment Counselor) advised I would be assigned to a Teacher Education Specialist who works with the department of education for my state and will assist me with making sure I take the correct state board exams and meet the requirements et cetera. [redacted] was my Teacher Education Specialist (TEdS)and it is from him that I received the proper codes and names for the [redacted] State Licensure Exams and additional requirements for the [redacted] with regards to licensure, student teaching and the like (please see attached emails). If it were the students responsibility to know what their respective states require to become licensed then please advise why there are "Teacher Education Specialist" assigned to students upon enrollment? Since the University was well aware of the requirements since April 2013 (at minimum, per [redacted]), then whey were they not up-front and advertising that you will be licensed only in the state of Arizona upon completion of this course as other states [may] have additional requirements? Also, since they offer the classes, why then would they not advise prior to enrollment and or as soon as your are placed with a TEdS, they give you a list of the additional courses you need to take during the 21 months you are in the Master Degree program. Conversations have transpired around this issue at course completion and subsequent as I felt this was an injustice that had befallen me and the University should shoulder some responsibility. Mr. [redacted] offered a 75% discount on two of the four CTE's I will need to acquire my state teaching license, (as I only need two to have it issued and four total to have it renewed). In the interim, I have contacted GCU's and was able to successfully enroll in two classes with the help of [redacted]- Enrollment Counselor. Additionally, [redacted]- Student Services Advisor, Non-Degree Studies, has processed a full refund for my initial class, and is processing a full scholarship for my additional class. I am happy that Grand Canyon University recognized the handling of this issue among their students was not handled equitably and for providing me the same scholarship as they have done with other fellow classmates.Going forward, I will still recommend GCU to potential graduate program students however I will make it very clear to them that the [redacted] Third Grade Reading Guarantee's requirements will need to be satisfied before licensure will be received; 9 hours in (Teaching to Read) Reading and 3 hours in Phonics (which GCU is now in the process of building the phonics virtual classroom with a start date in late August because "we know people in [redacted] need this course [[redacted]]." I appreciate Grand Canyon University addressing this issue and making changes for the betterment of the program and to assist their students both present and future, with more clearly defined expectations and that will aid in a higher rate of success upon their professional journey.
Regards,
[redacted]
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the College of Education- Matthew N[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] has reached out to Grand Canyon University requesting her transcript being reviewed again based on the coursework taken from her bachelor’s degree. Maria E[redacted], Ms. [redacted] Student Service Advisor submitted a request to GCU’s Academic Compliance department but the transcript was not reviewed a second time because based on the CR status on the transcript equating to a C grade (2.0 GPA), Ms. [redacted] admission status would still remain Accepted with Specification status because of her GPA being less than the requirement for full admittance. Therefore, the University will stand by Ms. [redacted] dismissal based on the academic transcripts that were evaluated. GCU has offered Ms. [redacted] the opportunity to apply for reinstatement and explore the option of being admitted into the Non Degree Seeking program and take single courses to help increase her GPA until she can return to her degree seeking program. This is currently the only remaining option available to Ms. [redacted] and the University is willing to allow her to apply for reinstatement; however it will not be for the degree seeking program until her dismissal period is over.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Matthew N[redacted] College of EducationGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal comments and we value the opportunity to respond. The response has been reviewed by the Military Regional Director of Operations – Chris La[redacted] and, based on that review, he has provided the following response: Unfortunately at this time, GCU is unable to accommodate the request made by Ms. [redacted] to award a full scholarship for the cost of the retake course.GCU generously offered a settlement for Ms. [redacted] which authorized a partial scholarship towards her next course in return for the misunderstanding of GCU student admission policies.In addition, although there was some confusion on Ms. [redacted] behalf, GCU did find multiple instances in which communication was provided to Ms. [redacted] informing her of the requirements to keep her GPA in good standing. Specifically, the following timeline was identified:• 6/21/2017 – Email was sent to Ms. [redacted] informing her that she had been accepted with specifications and outlining GPA requirements• 6/21/2017 – GCU Welcome Call was conducted by Ms. [redacted] Student Service Counselor (SSC) informing her of the GPA requirements• 10/6/2017 – GCU SSC spoke with Ms. [redacted] and discussed GPA requirement of maintaining a B+ in her current course• 10/16/2017 – Ms. [redacted] called in to discuss her concerns relating to her instructor• 10/16/2017 – Ms. [redacted] spoke with her SSC who informed her that if she were to withdraw from the course, the “W” grade would impact her GPA and her accepted with specifications status, and Ms. [redacted] was encouraged not to withdrawal.• 10/17/2017 – SSC Manager spoke with Ms. [redacted] to discuss concerns about her professor as well as her current grade in the course. The Manager submitted a ticket to have the course reviewed and ensure that the professor was being fair and equitable in the course. • 10/18/2017 – SSC Manager followed up with Ms. [redacted] to discuss outcome of ticket. She informed Ms. [redacted] that GCU found the professor to be responsive and providing help as dictated. The Manager then advised Ms. [redacted] that the best solution at the time was to complete her course and pass with a B+ in order to avoid any GPA dismissals. Although Ms. [redacted] was informed of the ramifications of dropping her course and how the grade would affect her GPA as well as her acceptance status, Ms. [redacted] still made the decision for herself to withdraw rather than complete the course with a passing grade. At this time, the settlement to allow Ms. [redacted] to receive a partial scholarship for the retake is still available if she wishes to use, or she can choose to sit out of class the full dismissal period and apply for reinstatement when the period is over.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Chris La[redacted]Military DivisionGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, Kenneth A** and, based on that review, GCU has determined that Ms. [redacted] complaint was...
appropriately resolved. This determination is based on the following information:GCU Field Experience Manager, Laura T[redacted], reached out to Ms. [redacted] directly via phone on November 22, 2016 to discuss her practicum concerns. During their conversation, Ms. [redacted] was able to voice her concerns and frustrations, while receiving support from Ms. T[redacted]. As a result of the conversation, Ms. [redacted] and Ms. T[redacted] developed a plan of action. Additionally, Ms. T[redacted] will be providing a follow up call to Ms. [redacted] next week to ensure the plan of action is moving forward.During the above conversation, Ms. [redacted] agreed to email Ms. T[redacted] a list of zip codes that Ms. [redacted] is able to travel to for her practicum. Once provided Ms. T[redacted] will assist Ms. [redacted] in locating possible practicum sites within the provided zip codes and Ms. [redacted] will then reach out to these sites for possible placement. It is Grand Canyon University’s policy that counseling students are responsible for locating and setting up their own practicum site and while the Office of Field Experience does offer assistance with the process; the responsibility ultimately rests on the student.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Kenneth A**Regional Director of OperationsGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Chris K[redacted], the College of Theology Regional Director of Operations and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately handled. This determination is based on the following information:With the request we were given from Ms. [redacted], we were unable to discern the difference in a class vs University withdrawal. The verbal request made by Ms. [redacted] to withdraw was interpreted as a request to fully withdraw from GCU. That being said, if Ms. [redacted] wishes to remain with GCU, our previous offer is still valid for assistance in offsetting any out of pocket costs, as long as Ms. [redacted] meets date parameters that exist for the offer she was made which are outlined below.In the event that Ms. [redacted] chooses to continue on her path with GCU, we are still able to offer the same non-passing grade credit to her account to assist in her ability to continue with her studies. The credit can only be applied for up to 120 days from the last attendance date, so Ms. [redacted] will have to be back in attendance by 2/19/2016. If this does not happen, we will have to continue to rely on her agreement to pay the balance in full by 2/26/2016. Otherwise, Ms. [redacted] file will be moved to GCU’s internal collections team at which time they will attempt to make other arrangements with her in the event that she does not fulfill the commitment to either return to the program, or pay her balance in full by 2/26/2016. Ms. [redacted] can contact Brianna T[redacted] Student Services Manager, at [redacted] in order to assist with her return to GCU.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Chris K[redacted]College of TheologyGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond. The issues have been reviewed by the Cohort Student Services Director Alicia B[redacted] and based on that review; GCU has determined that Mr. [redacted] complaint was...
appropriately resolved. This determination is based on the following information:In March 2015 Mr. [redacted] completed an Enrollment Agreement to enroll in GCU’s Master of Science in Nursing: Family Nurse Practitioner program and began his program in May 2015. By signing his enrollment agreement, Mr. [redacted] acknowledged that his program of study required 53 credits. In addition, Mr. [redacted] also acknowledged his understanding that tuition rates were outlined in the University Policy Handbook which was available to him at the website www.gcu.edu/Admissions/Admissions.php. On April 28, 2015; prior to the start of Mr. [redacted] first course, Student Services Counselor Samy Carlon L[redacted] completed a Welcome Call with Mr. [redacted]. During this call financial aid information was discussed such as method of payment, how financial aid works, payment periods, billing cycles and statements. However, GCU can find no records which indicate that Mr. [redacted] was told his program would cost $20,000. In fact, Mr. [redacted] receives an award letter each academic year that lists how much financial aid he is borrowing for that specific period. Moreover, all students have access to the National Student Loan Data System (NSLDS) website which is where all student loan information is stored. Students can access this website at any time to see information on how much funding they have used to date, how much funding they have left and information on their lender. Furthermore, during Mr. [redacted] enrollment period to date he was charged tuition and fees in the amount of $18,747.86 for eleven (11) courses and received $27,194 in financial aid loans. Once his loans were applied to his tuition charges, Mr. [redacted] was issued a total of $6,920 in stipend checks. Mr. [redacted] has the opportunity at any time to return his stipends rather than keep the money in order to reduce the cost of his attendance. Once Mr. [redacted] has successfully completed the two courses that he is currently enrolled in, he will need six (6) more courses to complete his degree. As mentioned above, tuition rates are outlined in GCU’s University Policy Handbook available to Mr. [redacted] at the above website. In regards to Mr. [redacted] complaint that GCU did not approve the transfer of a course he had completed in a previous degree, GCU’s capstone course is different content from the course Mr. [redacted] completed in his previous master’s degree program. Along with different content the capstone course also has different objectives that need to be met for Mr. [redacted] current program of study. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information will bring this matter to a satisfactory conclusion. Sincerely,Alicia B[redacted]Cohort Student Services DirectorGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. Brewer’s complaint and we value the opportunity to respond. The issue has been reviewed by the College of Doctoral Studies Executive Director of Student Services Nancy Patt and, based on that review, GCU has determined that Ms....
Brewer’s complaint was appropriately resolved. This determination is based on the following information:Ms. Brewer feels that her dissertation is taking too long to complete, and that GCU is “dragging out” the process. The dissertation experience is different for each learner, as each learner has a different committee, a different topic, a different methodology, a different literature review, etc. An essential element of being a doctoral learner is taking ownership of your research, learning to be an independent scholar, and making professional connections with other scholars such as those on your committee. The dissertation process is long, as writing a book of original research is a complex and involved process requiring self-motivation and independent scholarship. Working through rough spots and refining communication is part of that experience. All of these factors mean that GCU cannot determine the final time to completion as so much of that is unique to the plan and scholarship she has laid out, and the rate at which the work is completed. The national average for completion of PhD programs is around 7 years. GCU learners who complete do so much earlier, but scholarship here at the highest level of academe can and does take time. Reviewing the work of Ms. Brewer’s committee members, the College of Doctoral Studies has found their feedback to be in-depth, substantive and timely. There appears to be no major delays in communication. Ms. Brewer has had a lot of work to do in order to meet the expectations set out in the published GCU templates, rubrics, and checklists. Looking at her communication with her committee members and her Student Service Councilor, GCU’s College of Doctoral Studies can find almost no indications of dissatisfaction from Ms. Brewer similar to those indicated in her compliant.GCU does have a formal and extensive complaint and appeal process for when learners feel as though the dissertation process has moved from complicated to nonfunctional. The process is clearly outlined in the University Policy Handbook that all students have access to. This option has always been available to Ms. Brewer and is the intended way to investigate and address issues like the one she listed in her complaint. Per GCU’s Appeals department, it does not appear that Ms. Brewer has utilized that process at all to date.Regarding Ms. Brewer’s request for a refund of $92,000 in financial aid, this request is being denied. To date, Ms. Brewer has taken out $54,338 in financial aid funds to cover tuition and fees, and of this amount, she received $8,764.33 in stipend funds that were sent directly to her to use for educational expenses as she sees fit. There have been no substantial delays in Ms. Brewer's program, and she has not taken out the amount she is requesting to be refunded. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, [redacted]. Based on his review, GCU has determined that Ms. [redacted] complaint was...
appropriately resolved. This determination is based on the following information: Ms. [redacted] states in her complaint that she feels GCU did not treat her well during her student teaching and that there was a lack of support and professionalism. She does acknowledge the fact that she was terminated in her student teaching position and that this violates the school’s policy. Ms. [redacted] also acknowledges the fact that she was placed on a Corrective Action Plan and that she now has a balance due to GCU in the amount of $264.00.University records indicates that Ms. [redacted] did receive proper communication regarding expectations for student teaching and that she received numerous phone calls and emails from GCU prior to starting her student teaching on January 26, 2015 to include: August 20, 2014; August 28, 2014; September 5, 2014; September 19, 2014; September 25, 2014; September 26, 2014; October 28, 2014; November 5, 2014; December 1, 2014; January 7, 2015; January 16, 2015 and January 26, 2015. Ms. [redacted] also received and signed a separate student teaching application that detailed the expectations prior to starting her student teaching course. University records also indicate that Ms. [redacted] received consistent communication throughout her first section of student teaching. On February 27, 2015, [redacted] GCU Site Supervisor, contacted Ms. [redacted] and explained that the school principal had asked that Ms. [redacted] not return. Ms. [redacted] also informed Ms. [redacted] that she would contact the school system to see if a placement could be found at another school. Per Ms. [redacted] request, Ms. [redacted] is working on a placement for the Spring 2016 semester. As well, official notification of her termination and details of her Corrective Action Plan (CAP) were discussed with Ms. [redacted] and mailed to her on March 5, 2015. Successful completion of the CAP would allow Ms. [redacted] to retake student teaching one more time. Ms. [redacted] would also be responsible financially for the retake. This policy was outlined in Ms. [redacted] enrollment agreement, GCU’s student policy handbook and Ms. [redacted] student teaching application.In addition to the above information, Ms. [redacted] and other members of GCU’s student advising team have been in consistent contact with Ms. [redacted] to provide guidance and follow-up through the CAP process to include phone calls and emails on March 6, 2015; March 31, 2015; April 20, 2015; April 27, 2015; May 6, 2015; May 18, 2015; May 20, 2015 and June 8, 2015. On May 20, 2015 Ms. [redacted] completed the written portion of her CAP. Also, on June 5, 2015 Ms. [redacted] stated she would complete the remaining testing requirements in Fall 2015 and would retake her student teaching in Spring 2016.As for Ms. [redacted] outstanding balance, on April 20, 2015 her Student Services Advisor explained to her that since Ms. [redacted] fell out of attendance, GCU was required to return all remaining financial aid funds back to her lender and once she comes back into attendance GCU will be able to determine how much she is able to borrow and how much she may have to pay out of pocket for the remainder of her degree program.On June 12, 2015 I attempted to contact Ms. [redacted] to discuss her concerns and make sure she is on track to complete her CAP and get back into student teaching. I was unsuccessful in reaching her but did leave her a voicemail. To date, she has not returned my call.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,[redacted]Regional Director of OperationsGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Britt C[redacted] Associate Vice President College of Education and based on that review, GCU has determined that Ms. [redacted]...
complaint was appropriately resolved. This determination is based on the following information:Mr. [redacted] graduated from Grand Canyon University in December of 2016. There has been no contact between GCU and Ms. [redacted] since that time. The Teacher Loan Forgiveness Program Ms. [redacted] is looking to use is through the Federal Government and Direct loans system. The program requires a student to teach in a Title I school for 5 years before they submit their loan forgiveness application to Direct Loans. Further, The Teacher Loan Forgiveness Program is intended to encourage individuals to enter and continue in the teaching profession. Under this program, if you teach full-time for five complete and consecutive academic years in certain elementary and secondary schools and educational service agencies that serve low-income families, and meet other qualifications, you may be eligible for forgiveness of up to a combined total of $17,500 on your Direct Subsidized and Unsubsidized Loans and your Subsidized and Unsubsidized Federal Stafford Loans. If you have PLUS loans only, you are not eligible for this type of forgiveness. [https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation...⇄ Development Counselor Kevin R[redacted] covered the following requirements with Ms. [redacted] during her enrollment to verify that she would be eligible for the program as long as she completed her 5 years teaching in a Title I school at the Elementary or Secondary level in Special Education.1. You must not have had an outstanding balance on Direct Loans or Federal Family Education Loan (FFEL) Program loans as of Oct. 1, 1998, or on the date that you obtained a Direct Loan or FFEL Program loan after Oct. 1, 1998.2. If you are in default on a subsidized or unsubsidized loan, you are not eligible for forgiveness of that loan unless you have made satisfactory repayment arrangements with the holder of the defaulted loan. 3. The loan(s) for which you are seeking forgiveness must have been made before the end of your five academic years of qualifying teaching service. 4. Any time you spent teaching to receive benefits through AmeriCorps cannot be counted toward your required five years of teaching for Teacher Loan Forgiveness. 5. You must have been employed as a full-time teacher for five complete and consecutive academic years, and at least one of those years must have been after the 1997–98 academic year. 6. You must have been employed in an elementary or secondary school that is in a school district that qualifies for funds under Title I of the Elementary and Secondary Education Act of 1965, as amended; has been selected by the U.S. Department of Education based on a determination that more than 30 percent of the school’s total enrollment is made up of children who qualify for services provided under Title I; and is listed in the Annual Directory of Designated Low-Income Schools for Teacher Cancellation Benefits. If this directory is not available before May 1 of any year, the previous year’s directory may be used.[https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/teacher]...⇄ and when Ms. [redacted] completes the above requirements in Special Education she would be eligible to submit for the following loan forgiveness:Service Beginning on or After Oct. 30, 2004If your five complete and consecutive years of qualifying teacher service began on or after Oct. 30, 2004, please note the following:You may receive up to $5,000 in loan forgiveness if you were a highly qualified full-time elementary or secondary school teacher.You may receive up to $17,500 in loan forgiveness if, as certified by the chief administrative officer of the school where you were employed, you were a highly qualified full-time mathematics or science teacher in an eligible secondary school; or a highly qualified special education teacher whose primary responsibility was to provide special education to children with disabilities, and you taught children with disabilities that corresponded to your area of special education training and have demonstrated knowledge and teaching skills in the content areas of the curriculum that you taught.[https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/teache...⇄ Ms. [redacted] only graduated approximately 8 months ago, she would not yet be eligible for loan forgiveness until she completes her 5 years teaching experience in a Title I school. Once Ms. [redacted] completes the requirements she would submit the loan forgiveness application through Direct Loans. Additionally, any loans that Ms. [redacted] has received above the amount that she would be submitting for loan forgiveness would need to be paid in that 5 year period. If the total amount of her student loans are the same or less than the amount she would be submitting for loan forgiven then Ms. [redacted] can contact Direct Loans. Direct Loans would assist with setting up Ms. [redacted] to only pay interest payments until the 5 years has been reached and she submits the application for loan forgiveness.On July 10, 2017 I attempted to call Ms. [redacted] to explain all the above information to her however, I was unable to reach her so I left a voicemail. She is welcome to return my call at ###-###-####.[redacted] and I can explain the above information to her and answer any questions she may have.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Britt C[redacted]Southwest Division RDOAssociate Vice President College of EducationGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Business Division – Brett M[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] completed her 2011/2012 and 2012/2013 Free Application for Federal Student Aid (FAFSA) on 6/28/2012, prior to starting her program. When she completed this application, Ms. [redacted] received a Student Aid Report (SAR) that showed her that she was at her aggregate limit for student loans. However, she still started her program and completed one class successfully. Upon completion of that class, Ms. [redacted] was unable to continue her program as she did not want to choose an alternative method of payment and she had used all financial aid that was available to her. Also, by signing her enrollment agreement, Ms. [redacted] acknowledged her responsibility of any balance unpaid by financial aid. Thus, Ms. [redacted] is responsible for her balance which is due and owing.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Brett M[redacted]College of BusinessGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Executive Director of Student Services, [redacted] and, based on that review, GCU has determined that Mr. [redacted] complaint was appropriately resolved. This determination is based on the following information:Mr. [redacted] claim that the [redacted] has not notified him of the unusual enrollment status is not accurate. Each student who initiates the request for financial aid through the Free Application for Federal Student Aid receives a copy of their processed response via a Student Aid Report (SAR). The SAR outlines comments that will require resolution with the college prior to financial aid being processed and disbursed. Mr. [redacted] received his SAR on or about 3/8/15 which is when the c-code for unusual enrollment populated. It is not an audit of Mr. [redacted] personal account, however, it is a flag that populates on any student that received financial aid at different colleges over a four year period. Issues that may delay financial aid process are found on the comment page of the SAR that is sent to the student. Every application submitted by the student receives a student response via the SAR, and the school to which they are sending the information receives the same copy of information. The transcripts Mr. [redacted] referred to from NAU were used for admissions purposes. Grand Canyon University requires a conferred master’s degree from an accredited university. The NAU transcripts satisfied the requirement for admission purposes only. The [redacted] in the 15/16 financial aid year now requires universities to collect unofficial transcripts from all schools attended and from which a learner received financial aid over a four year period only when this new c-code for unusual enrollment populates. The request for the additional transcripts fell under the new financial aid regulations and were required for GCU to collect in order to process financial aid. The financial aid regulations and admissions requirements are completely separate matters. The enrollment counselor was referring to having all documents required for the admissions process. Mr. [redacted] was fully counseled on GCU’s refund policy prior to starting class. Those policies as outlined in our original response are located on GCU’s public website for viewing. Further, Mr. [redacted] signed a Method of Payment Document that outlined his primary and second methods of payment for tuition. His primary method of payment was listed as financial aid, and his secondary method of payment was cash. The purpose of having both a primary and secondary method of payment listed on that signed document is that if the primary method of payment was not secured, the secondary method would cover the expenses. Mr. [redacted] electronically signed this Method of Payment document on 8/3/15 at 8:48pm which acknowledged his agreement to pay. GCU mentioned the military discount applied to his account in our original response so Mr. [redacted] could see the full accounting of fees and discounts that make up the current balance on his account.Mr. [redacted] account was recently sent to GCU’s internal collections team for further outreach to collect the amount due. Over 20 collection calls were made to Mr. [redacted] after he withdrew from his classes, with no attempt to make payment toward his account. We are more than happy to discuss a potential payment plan with Mr. [redacted], but he made no attempt to contact us so that we could assist him with a payment plan. Mr. [redacted] account went through the standard protocol for due diligence as do all delinquent accounts. We honored the $400 write off for the Learning Management Fee so Mr. [redacted] account balance was already reduced by this amount. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,[redacted]. [redacted]College of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, [redacted]. Based on his review, GCU has determined that Ms. [redacted] complaint requires further action. This determination is based on the following information:Ms. [redacted] states in her rebuttal complaint that she feels that GCU’s response to her complaint contained untrue statements that are not consistent with the events regarding the matter. Therefore, I reviewed University records again and discussed Ms. [redacted] rebuttal complaint with the parties involved to validate the concerns. At this point, GCU stands by the previous documentation provided in the original response to Ms. [redacted]. I was able to make contact and speak with Ms. [redacted] on 7/16/15 regarding her concerns. She confirmed that she is in the process of studying for the GACE exams in the state of Georgia. She does not have a date yet for when she will take the testing. I introduced myself and discussed her current status and nature of her Revdex.com complaint. I offered assistance and options available to her. Ms. [redacted] is adamant that GCU wrongfully pulled her out of student teaching. She says she talked to the school and they said it was GCU that terminated her not them. She said because of her good grades she does not understand why she was withdrawn. Ms. [redacted] is also upset about her outstanding balance of $264.00. I explained that since she has been out of attendance that GCU is required by Federal law to return the funds to her lender. Any remaining balance after that is the student’s responsibility. She feels she was forced out of attendance and should not have to pay the balance. I also explained what happens when a school decides to terminate someone from student teaching. I told her about the Corrective Action Plan (CAP) process and that we would be able to work on a retake and final placement of student teaching for either the fall of 2015 or spring of 2016. I did inform her that students are responsible financially for the retake and can only retake one time. She did not agree that she would have to pay for the retake because she was forced to withdraw. I told her at least let our teacher education specialist (TED) team contact her and explain her options for placement. I also told her if she decides she does not want to continue with GCU that we might be able to switch her to a Non-IR version of the program so she could be in a graduated status. I did tell her that means she would not receive her initial licensure. In addition to the above information, I informed Ms. [redacted] that I might be able to help with a customer service write off for a portion of the balance of the retake for student teaching as long as she successfully completes it. She then put her husband on the call too. I allowed him to vent and then proceeded to explain everything again. They want someone held accountable for the decision to end her student teaching even though she had good grades. I recommended they contact the school district to get more insight into why they decided to terminate her student teaching. I also told them I would have her assigned TED contact her Friday 7/17/15 to go over details and options for the retake. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,[redacted]Regional Director of OperationsGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the [redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is...
based on the following information:Ms. [redacted] started with Grand Canyon University on 6/26/17. She was financially cleared to start classes based on the completion of the required financial aid documents. Prior to starting her classes, she had a full review with her University Counselor of the costs of her courses, related fees and scholarships, as well as approximations of the financial aid she may be eligible for. Also, prior to starting classes, a Student Services Counselor reviewed all necessary subjects including the drop policy (Dropping a course before starting class is 100% refund, dropping a course in the first week of starting class is 75% refund, dropping a course after the first week of starting class is 0% refund.), financial aid processing times, the financial aid disbursement schedule, as well as many other things not applicable to her complaint. During the next 2 weeks, GCU representatives made 5 attempts to reach Ms. [redacted], leaving several messages however we were not able to reach her. On 7/20/17, Ms. [redacted] sent an email to Erica G[redacted], her Student Services Counselor that she wanted to withdraw from school. Also on 7/20/17, Ms. [redacted] called in to discuss withdrawing. In speaking with Ms. G[redacted], Ms. [redacted] stated that every school she’s been to provided her with financial aid within 2 weeks of starting class, if not before she started class. Erica let her know what the processing times were and correctly reminded her that these were reviewed in her welcome call prior to starting class. Ms. [redacted] stated that she did not remember discussing that. Ms. [redacted] is stating that Ms. G[redacted] told her she had to complete all 3 classes or she would owe for them. This is incorrect in that Ms. G[redacted] explained Ms. [redacted] would owe for the class she is currently attending. Ms. G[redacted] also explained that per the rules of the Department of Education, if we were able to bring in funds and she withdrew from class prior to completion of the 3 courses required by the DoE, GCU would have to return the funds and Ms. [redacted] would most likely have out of pocket costs. Ms. [redacted] requested to withdraw from her first course on the third week of class which, per GCU drop policy would result in a 0% refund of tuition. She is also responsible for a $400 nonrefundable LMS fee which is a onetime charge that occurs when a student starts classes at GCU. GCU has not brought in any of Ms. [redacted] Financial Aid funding as of 7/21/2017 to cover her school costs. Ms. [redacted] is responsible for the cost of her first course as well as the LMS fee. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I [redacted] the aforementioned information/actions [redacted] bring this matter to a satisfactory conclusion. Sincerely,[redacted]College of Humanities and Social Sciences Grand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Executive Director of Student Services, Nancy P[redacted] and, based on that review, GCU has determined that Ms. [redacted]’s complaint was...
resolved. This determination is based on the following information:Ms. [redacted] signed an enrollment agreement with Grand Canyon University (GCU) for the Doctor of Education in Organizational Leadership with an Emphasis in Heath Care Administration on June 18, 2014. This enrollment agreement clearly outlined the costs associated with the program which includes tuition and fees. Ms. [redacted] also signed a financial agreement acknowledging that tuition may change at any time. Additionally by signing her enrollment agreement Ms. [redacted] acknowledged she had access to the University Policy Handbook that is housed on GCU’s public website, and also states that tuition may change at any time. Therefore, the claim that Ms. [redacted] was advised tuition would never change is not accurate. GCU works hard to minimize tuition increases and has rarely made such changes over the last five years. The tuition increase to which Ms. [redacted] is referring was a $10 per credit increase which caused a very minimal impact to her overall program costs.When Ms. [redacted] enrolled with the University, she participated in several counseling sessions, one of which is the Welcome Call with the Student Services Advisor. Her Welcome Call was completed on July 3, 2014 with Student Service Advisor Sharee T[redacted] during which time Ms. [redacted] was counseled that she had already used $104,524 of her lifetime aggregate of student loans which is $138,500, and this would cause some out of pocket expense to her in order to complete her program which consists of 60 program credits, plus any additional coursework required to complete her dissertation project. During that session, responsible borrowing was also discussed which described ways to minimize borrowing. During the call, Ms. [redacted] disclosed that she was receiving approximately $3,000 per year in employer tuition assistance which would assist her with those out of pocket expenses. She was counseled to minimize borrowing. Since Ms. [redacted] began her program, she has received five excess funds checks which could be used toward future out of pocket tuition expenses. The total amount of those checks to date equates to $6,849. On September 10, 2015, Ms. [redacted] received an email response from Student Services Advisor Roman R[redacted] regarding her inquiry about the number of courses remaining and the impact of the recent tuition increase toward her total remaining costs. He responded to Ms. [redacted] and informed her that she had at that point completed 24 of the required 60 credits and that tuition increased $10 per credit. He also copied Ms. Tate on that email. This information was provided to assist Ms. [redacted] in planning her future out of pocket expenses.Regarding the February 27, 2016 telephone conversation with Mr. R[redacted], we believe there may have been a misunderstanding regarding total out of pocket expenses for the remaining program versus the amount of out of pocket expense to complete the academic year when residency was included in the academic year. There is no indication in our documented records that a total program out of pocket expense of only $3,500 was discussed. We apologize that the distinction between the costs for the academic year and the program completion was not more clearly defined during the discussion to help better understand the difference but find no indication that an amount of $3,500 was discussed.On April 11, 2016 Mr. R[redacted] contacted Ms. [redacted] to discuss her next course clearance, and again reminded Ms. [redacted] that she was approaching her lifetime aggregate in student loans, and that she should start researching options to help pay for future courses so as to keep her on track with her program. Mr. R[redacted] further referenced the Federal Grad PLUS loan information to assist her with these plans. On May 31, 2016, Mr. R[redacted] spoke to Ms. [redacted] about her plans to secure out of pocket funding to help pay for future courses. Given the amount of aid already used prior to coming to GCU, she would have an out of pocket expense as discussed on her July 3, 2014 welcome call. The estimated amounts from the beginning of her program would be at minimum $8,000 at the time she started the program which does not include tuition and fees increases nor does it factor in any costs for courses that would need to be repeated or extension courses to complete the dissertation process or stipend checks that would be sent directly to Ms. [redacted]. It should be noted, that $6,849 of her remaining financial aid was sent directly to Ms. [redacted] in the form of stipend checks. It should be further be noted that Ms. Tate was not promoted to Director of Finance. She was promoted in to Dissertation Student Services Advisor role with the University and does remain a highly qualified member of the student services staff.We appreciate Ms. [redacted] proactive actions to secure out of pocket funding to help cover her future out of pocket expenses. We do not require the entire amount be provided at one time, but instead, work on a course by course basis to cover expenses as they arise. We do apologize for this misunderstanding and will work with Mr. R[redacted] to be more clear in his conversations regarding future out of pocket expenses and how those monies should be secured. What is never acceptable from a student services perspective is perceived laughter at our learner base. Very specific coaching and live y-connecting to hear first-hand the conversations that Mr. R[redacted] has with learners has been completed and coaching provided. Further, prior telephone calls have been reviewed, but there is no indication that a figure of $3,500 out of pocket expense was provided.A total and final cost for Ms. [redacted] remaining program cannot be provided at this time given the many variables related to the doctoral journey. Each learner’s progression is unique to their individual scholarly research as is the process of original research. The best we can provide is the current costs of the tuition which is $640 per credit with a canyon connect fee of $105 per course but it’s important to note, the cost of tuition could change in the future. While the program requires a total of 60 credits to complete the academic portion of the program, it is possible, depending on Ms. [redacted] progression in her original research, that additional continuation courses may be required to complete the dissertation research project which is the equivalent of writing a scholarly book. It is impossible to determine at this time the number of continuation courses (if any) that will be required for Ms. [redacted] to secure her doctoral degree. We are very happy to change the student services advisor with which Ms. [redacted] works to one of our experienced Team Leads in the department to help try to improve communication and her service experience with GCU. We hope this will help provide a more smooth transition toward a very exciting journey.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Business Division Regional Director, Brett M[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] received a stipend on September 27, 2016 for the previous 12 credits she completed in her Academic year 2 payment period 2. Stipends are issued at the beginning of each payment period, prior to a student completing the 12 credits. This is based on the assumption that a student will successfully complete the payment period. Ms. [redacted] began Academic year 3 payment period 1 on March 13, 2017. After her financial aid funds came in to pay for her 12 credits in that payment period, there were no excess funds to send to her as she is at her Aggregate limit of loans. In addition, if she does not successfully complete her classes within that payment period, GCU will be required to complete a return of funds to the lender for any unearned financial aid that was applied to Ms. [redacted] account to cover her 12 credits. If and when this return takes place, any excess funds will be sent to Ms. [redacted] at that time. Additionally on December 29, 2014 at the time of Ms. [redacted] enrollment, her Student Services Counselor, Joel Blevins, completed a welcome call with her. During the welcome call, GCU policies and aggregate limits were discussed with Ms. [redacted]. Further, all students have access to the National Student Loan Data System (NSLDS) website which is where all student loan information is stored. Students can access this website at any time to see information on how much funding they have used to date, how much funding they have left and information on their lender.As for Ms. [redacted] transcripts, she can call in and request transcripts at any time. She will just need to pay the $5 fee associated with requesting transcripts.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Brett M[redacted]Business DivisionGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations for the College of Theology, Chris K[redacted] and, based on that review, GCU has determined that Ms....
[redacted]’s complaint was appropriately resolved, however we are willing to accommodate the request given the circumstances. This determination is based on the following information:Ms. [redacted] received a call from her Student Service Advisor outlining the cost, fees, and policies regarding attendance several days prior to the class start date. At that time, she was made aware of refund periods and charges for attendance. Ms. [redacted] did post attendance in the class, but the post was simply to inform the instructor of her inability to begin. That communication which took place in the system registered her as an attending student making her financially responsible for the class and any upcoming fees that any be incurred as a result of attendance. That all said, we are willing to waive the balance owed in the spirit of customer service for Ms. [redacted] since the post that created the record of attendance was simply to communicate to the faculty they will be unable to attend As stated, we are willing to waive any balance that has been incurred and Ms. [redacted] will have no outstanding liability to GCU. The total amount of account adjustment will be the current balance of $847.01, which includes all current fees and prorated tuition. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Chris K[redacted]College of TheologyGrand Canyon University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11384174, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Thank you so much !
[redacted]
Dear Revdex.com, Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Danielle R[redacted], Regional Director of the College of Nursing and Health Care. Based on that review, GCU has determined that...
Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] enrolled with GCU in November 2012 and attended until October 2013 at which time she was automatically withdrawn for lack of attendance. During this enrollment period Ms. [redacted] was charged tuition and fees in the amount of $8,535 for five courses and received $15,004 in Financial Aid loans and grants. Once her loans and grants were applied to her tuition charges, Ms. [redacted] was issued a total of $4,649 in stipend checks. However, because Ms. [redacted] stopped attending, GCU was required per Federal regulations to complete a return of funds calculation for the unearned funds. This resulted in $3,962 being returned to Ms. [redacted] lender which left Ms. [redacted] with an account balance in the amount of $2,142. Had Ms. [redacted] returned that portion of her stipends rather than keep the money she would have had a zero balance on her account. Nonetheless, on September 1, 2015 GCU wrote off Ms. [redacted] $2,142 account balance. However, it should be noted that although Ms. [redacted] had a bankruptcy case, her balance with GCU was non-dischargeable. Therefore GCU was not required to write off her balance, it was simply done in good faith.On November 4, 2015 Ms. [redacted] signed an Enrollment Agreement to return to her program and started a course on November 30, 2015. However, on January 25, 2016 Ms. [redacted] was once again automatically withdrawn from her course for lack of attendance as she had not attended class for thirty eight days. During this time, GCU notified Ms. [redacted] numerous times via email that if she did not post into her course she would be removed from class for lack of participation and that this may negatively impact her finances as well as her academic progress. Per GCU’s refund policy, which was outlined on the agreement that Ms. [redacted] signed, since the withdrawal occurred after the first week of class, Ms. [redacted] was 100% financially responsible for the cost of her course in the amount of $1,840. During this enrollment period Ms. [redacted] also received $8,082 in Financial Aid loans and grants. Once her loans and grants were applied to her tuition charges, Ms. [redacted] was issued a stipend check in the amount of $2,647. However, because Ms. [redacted] stopped attending, GCU was required per Federal regulations to complete a return of funds calculation for the unearned funds. This resulted in $7,039 being returned to Ms. [redacted] lender which left Ms. [redacted] with an account balance in the amount of $3,444. Again had Ms. [redacted] returned her stipend check it would have reduced her balance to $797. In addition to the above information, GCU made twelve attempts to reach out to Ms. [redacted] via telephone and sent Ms. [redacted] eleven emails between January 7, 2016 and March 14, 2016 but was unsuccessful in reaching Ms. [redacted]. The email communication informed Ms. [redacted] that our attempts to resolve her outstanding balance have not been successful, and stated that we would appreciate an opportunity to speak with her to prevent her account from being moved to collections. However, Ms. [redacted] did not reach out to GCU in order to resolve her account balance. Therefore, on March 15, 2016 she was notified that her account had been turned over to GCU’s Internal Collections department. Internal Collections sent letters to Ms. [redacted] on March 16, 2016 and on May 4, 2016 informing her that her account would be sent to external collections if she did not resolve her account balance. Additional attempts were also made to reach Ms. [redacted] via email and telephone between April 5, 2016 and April 28, 2016. However, Mr. [redacted] was unresponsive. She can contact GCU’s Internal Collections Department at ###-###-#### to discuss her account balance which is due and owing. Further, Ms. [redacted] can also view her student records by completing a Student Request to Inspect and Review Educational Records form and mailing it to the following address:Office of Academic RecordsGrand Canyon University[redacted]Phoenix, Arizona 85017GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.Sincerely, Danielle R[redacted]Regional DirectorGrand Canyon University
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
when I spoke with representative from Grand Canyon I added him not one time did the admission rep nor rep when I asked to drop class notified me of a manage fee or a 25 % fee for dropping the class even after I asked several times. Only agreemet I signed was one for a scholarship and on page...
90 of the school.enrollment policy from the document the repredental ice sent in regards to filing an appeal which I had not sent because that would indicate that I was in agreeable with what he was offering me which is not because again I was enrolled the same day I signed scholarship.docs and who has time to read up ro page 90 of a guide? I asked several times about if I needed to drop.class and was not advised ans how can I be charged a technology fee or whatever fee when I haven't used aby of their services.
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.When I applied to Grand Canyon University, [redacted] (my Enrollment Counselor) advised I would be assigned to a Teacher Education Specialist who works with the department of education for my state and will assist me with making sure I take the correct state board exams and meet the requirements et cetera. [redacted] was my Teacher Education Specialist (TEdS)and it is from him that I received the proper codes and names for the [redacted] State Licensure Exams and additional requirements for the [redacted] with regards to licensure, student teaching and the like (please see attached emails). If it were the students responsibility to know what their respective states require to become licensed then please advise why there are "Teacher Education Specialist" assigned to students upon enrollment? Since the University was well aware of the requirements since April 2013 (at minimum, per [redacted]), then whey were they not up-front and advertising that you will be licensed only in the state of Arizona upon completion of this course as other states [may] have additional requirements? Also, since they offer the classes, why then would they not advise prior to enrollment and or as soon as your are placed with a TEdS, they give you a list of the additional courses you need to take during the 21 months you are in the Master Degree program. Conversations have transpired around this issue at course completion and subsequent as I felt this was an injustice that had befallen me and the University should shoulder some responsibility. Mr. [redacted] offered a 75% discount on two of the four CTE's I will need to acquire my state teaching license, (as I only need two to have it issued and four total to have it renewed). In the interim, I have contacted GCU's and was able to successfully enroll in two classes with the help of [redacted]- Enrollment Counselor. Additionally, [redacted]- Student Services Advisor, Non-Degree Studies, has processed a full refund for my initial class, and is processing a full scholarship for my additional class. I am happy that Grand Canyon University recognized the handling of this issue among their students was not handled equitably and for providing me the same scholarship as they have done with other fellow classmates.Going forward, I will still recommend GCU to potential graduate program students however I will make it very clear to them that the [redacted] Third Grade Reading Guarantee's requirements will need to be satisfied before licensure will be received; 9 hours in (Teaching to Read) Reading and 3 hours in Phonics (which GCU is now in the process of building the phonics virtual classroom with a start date in late August because "we know people in [redacted] need this course [[redacted]]." I appreciate Grand Canyon University addressing this issue and making changes for the betterment of the program and to assist their students both present and future, with more clearly defined expectations and that will aid in a higher rate of success upon their professional journey.
Regards,
[redacted]
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the College of Education- Matthew N[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] has reached out to Grand Canyon University requesting her transcript being reviewed again based on the coursework taken from her bachelor’s degree. Maria E[redacted], Ms. [redacted] Student Service Advisor submitted a request to GCU’s Academic Compliance department but the transcript was not reviewed a second time because based on the CR status on the transcript equating to a C grade (2.0 GPA), Ms. [redacted] admission status would still remain Accepted with Specification status because of her GPA being less than the requirement for full admittance. Therefore, the University will stand by Ms. [redacted] dismissal based on the academic transcripts that were evaluated. GCU has offered Ms. [redacted] the opportunity to apply for reinstatement and explore the option of being admitted into the Non Degree Seeking program and take single courses to help increase her GPA until she can return to her degree seeking program. This is currently the only remaining option available to Ms. [redacted] and the University is willing to allow her to apply for reinstatement; however it will not be for the degree seeking program until her dismissal period is over.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Matthew N[redacted] College of EducationGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal comments and we value the opportunity to respond. The response has been reviewed by the Military Regional Director of Operations – Chris La[redacted] and, based on that review, he has provided the following response: Unfortunately at this time, GCU is unable to accommodate the request made by Ms. [redacted] to award a full scholarship for the cost of the retake course.GCU generously offered a settlement for Ms. [redacted] which authorized a partial scholarship towards her next course in return for the misunderstanding of GCU student admission policies.In addition, although there was some confusion on Ms. [redacted] behalf, GCU did find multiple instances in which communication was provided to Ms. [redacted] informing her of the requirements to keep her GPA in good standing. Specifically, the following timeline was identified:• 6/21/2017 – Email was sent to Ms. [redacted] informing her that she had been accepted with specifications and outlining GPA requirements• 6/21/2017 – GCU Welcome Call was conducted by Ms. [redacted] Student Service Counselor (SSC) informing her of the GPA requirements• 10/6/2017 – GCU SSC spoke with Ms. [redacted] and discussed GPA requirement of maintaining a B+ in her current course• 10/16/2017 – Ms. [redacted] called in to discuss her concerns relating to her instructor• 10/16/2017 – Ms. [redacted] spoke with her SSC who informed her that if she were to withdraw from the course, the “W” grade would impact her GPA and her accepted with specifications status, and Ms. [redacted] was encouraged not to withdrawal.• 10/17/2017 – SSC Manager spoke with Ms. [redacted] to discuss concerns about her professor as well as her current grade in the course. The Manager submitted a ticket to have the course reviewed and ensure that the professor was being fair and equitable in the course. • 10/18/2017 – SSC Manager followed up with Ms. [redacted] to discuss outcome of ticket. She informed Ms. [redacted] that GCU found the professor to be responsive and providing help as dictated. The Manager then advised Ms. [redacted] that the best solution at the time was to complete her course and pass with a B+ in order to avoid any GPA dismissals. Although Ms. [redacted] was informed of the ramifications of dropping her course and how the grade would affect her GPA as well as her acceptance status, Ms. [redacted] still made the decision for herself to withdraw rather than complete the course with a passing grade. At this time, the settlement to allow Ms. [redacted] to receive a partial scholarship for the retake is still available if she wishes to use, or she can choose to sit out of class the full dismissal period and apply for reinstatement when the period is over.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Chris La[redacted]Military DivisionGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, Kenneth A** and, based on that review, GCU has determined that Ms. [redacted] complaint was...
appropriately resolved. This determination is based on the following information:GCU Field Experience Manager, Laura T[redacted], reached out to Ms. [redacted] directly via phone on November 22, 2016 to discuss her practicum concerns. During their conversation, Ms. [redacted] was able to voice her concerns and frustrations, while receiving support from Ms. T[redacted]. As a result of the conversation, Ms. [redacted] and Ms. T[redacted] developed a plan of action. Additionally, Ms. T[redacted] will be providing a follow up call to Ms. [redacted] next week to ensure the plan of action is moving forward.During the above conversation, Ms. [redacted] agreed to email Ms. T[redacted] a list of zip codes that Ms. [redacted] is able to travel to for her practicum. Once provided Ms. T[redacted] will assist Ms. [redacted] in locating possible practicum sites within the provided zip codes and Ms. [redacted] will then reach out to these sites for possible placement. It is Grand Canyon University’s policy that counseling students are responsible for locating and setting up their own practicum site and while the Office of Field Experience does offer assistance with the process; the responsibility ultimately rests on the student.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Kenneth A**Regional Director of OperationsGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Chris K[redacted], the College of Theology Regional Director of Operations and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately handled. This determination is based on the following information:With the request we were given from Ms. [redacted], we were unable to discern the difference in a class vs University withdrawal. The verbal request made by Ms. [redacted] to withdraw was interpreted as a request to fully withdraw from GCU. That being said, if Ms. [redacted] wishes to remain with GCU, our previous offer is still valid for assistance in offsetting any out of pocket costs, as long as Ms. [redacted] meets date parameters that exist for the offer she was made which are outlined below.In the event that Ms. [redacted] chooses to continue on her path with GCU, we are still able to offer the same non-passing grade credit to her account to assist in her ability to continue with her studies. The credit can only be applied for up to 120 days from the last attendance date, so Ms. [redacted] will have to be back in attendance by 2/19/2016. If this does not happen, we will have to continue to rely on her agreement to pay the balance in full by 2/26/2016. Otherwise, Ms. [redacted] file will be moved to GCU’s internal collections team at which time they will attempt to make other arrangements with her in the event that she does not fulfill the commitment to either return to the program, or pay her balance in full by 2/26/2016. Ms. [redacted] can contact Brianna T[redacted] Student Services Manager, at [redacted] in order to assist with her return to GCU.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Chris K[redacted]College of TheologyGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond. The issues have been reviewed by the Cohort Student Services Director Alicia B[redacted] and based on that review; GCU has determined that Mr. [redacted] complaint was...
appropriately resolved. This determination is based on the following information:In March 2015 Mr. [redacted] completed an Enrollment Agreement to enroll in GCU’s Master of Science in Nursing: Family Nurse Practitioner program and began his program in May 2015. By signing his enrollment agreement, Mr. [redacted] acknowledged that his program of study required 53 credits. In addition, Mr. [redacted] also acknowledged his understanding that tuition rates were outlined in the University Policy Handbook which was available to him at the website www.gcu.edu/Admissions/Admissions.php. On April 28, 2015; prior to the start of Mr. [redacted] first course, Student Services Counselor Samy Carlon L[redacted] completed a Welcome Call with Mr. [redacted]. During this call financial aid information was discussed such as method of payment, how financial aid works, payment periods, billing cycles and statements. However, GCU can find no records which indicate that Mr. [redacted] was told his program would cost $20,000. In fact, Mr. [redacted] receives an award letter each academic year that lists how much financial aid he is borrowing for that specific period. Moreover, all students have access to the National Student Loan Data System (NSLDS) website which is where all student loan information is stored. Students can access this website at any time to see information on how much funding they have used to date, how much funding they have left and information on their lender. Furthermore, during Mr. [redacted] enrollment period to date he was charged tuition and fees in the amount of $18,747.86 for eleven (11) courses and received $27,194 in financial aid loans. Once his loans were applied to his tuition charges, Mr. [redacted] was issued a total of $6,920 in stipend checks. Mr. [redacted] has the opportunity at any time to return his stipends rather than keep the money in order to reduce the cost of his attendance. Once Mr. [redacted] has successfully completed the two courses that he is currently enrolled in, he will need six (6) more courses to complete his degree. As mentioned above, tuition rates are outlined in GCU’s University Policy Handbook available to Mr. [redacted] at the above website. In regards to Mr. [redacted] complaint that GCU did not approve the transfer of a course he had completed in a previous degree, GCU’s capstone course is different content from the course Mr. [redacted] completed in his previous master’s degree program. Along with different content the capstone course also has different objectives that need to be met for Mr. [redacted] current program of study. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information will bring this matter to a satisfactory conclusion. Sincerely,Alicia B[redacted]Cohort Student Services DirectorGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. Brewer’s complaint and we value the opportunity to respond. The issue has been reviewed by the College of Doctoral Studies Executive Director of Student Services Nancy Patt and, based on that review, GCU has determined that Ms....
Brewer’s complaint was appropriately resolved. This determination is based on the following information:Ms. Brewer feels that her dissertation is taking too long to complete, and that GCU is “dragging out” the process. The dissertation experience is different for each learner, as each learner has a different committee, a different topic, a different methodology, a different literature review, etc. An essential element of being a doctoral learner is taking ownership of your research, learning to be an independent scholar, and making professional connections with other scholars such as those on your committee. The dissertation process is long, as writing a book of original research is a complex and involved process requiring self-motivation and independent scholarship. Working through rough spots and refining communication is part of that experience. All of these factors mean that GCU cannot determine the final time to completion as so much of that is unique to the plan and scholarship she has laid out, and the rate at which the work is completed. The national average for completion of PhD programs is around 7 years. GCU learners who complete do so much earlier, but scholarship here at the highest level of academe can and does take time. Reviewing the work of Ms. Brewer’s committee members, the College of Doctoral Studies has found their feedback to be in-depth, substantive and timely. There appears to be no major delays in communication. Ms. Brewer has had a lot of work to do in order to meet the expectations set out in the published GCU templates, rubrics, and checklists. Looking at her communication with her committee members and her Student Service Councilor, GCU’s College of Doctoral Studies can find almost no indications of dissatisfaction from Ms. Brewer similar to those indicated in her compliant.GCU does have a formal and extensive complaint and appeal process for when learners feel as though the dissertation process has moved from complicated to nonfunctional. The process is clearly outlined in the University Policy Handbook that all students have access to. This option has always been available to Ms. Brewer and is the intended way to investigate and address issues like the one she listed in her complaint. Per GCU’s Appeals department, it does not appear that Ms. Brewer has utilized that process at all to date.Regarding Ms. Brewer’s request for a refund of $92,000 in financial aid, this request is being denied. To date, Ms. Brewer has taken out $54,338 in financial aid funds to cover tuition and fees, and of this amount, she received $8,764.33 in stipend funds that were sent directly to her to use for educational expenses as she sees fit. There have been no substantial delays in Ms. Brewer's program, and she has not taken out the amount she is requesting to be refunded. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, [redacted]. Based on his review, GCU has determined that Ms. [redacted] complaint was...
appropriately resolved. This determination is based on the following information: Ms. [redacted] states in her complaint that she feels GCU did not treat her well during her student teaching and that there was a lack of support and professionalism. She does acknowledge the fact that she was terminated in her student teaching position and that this violates the school’s policy. Ms. [redacted] also acknowledges the fact that she was placed on a Corrective Action Plan and that she now has a balance due to GCU in the amount of $264.00.University records indicates that Ms. [redacted] did receive proper communication regarding expectations for student teaching and that she received numerous phone calls and emails from GCU prior to starting her student teaching on January 26, 2015 to include: August 20, 2014; August 28, 2014; September 5, 2014; September 19, 2014; September 25, 2014; September 26, 2014; October 28, 2014; November 5, 2014; December 1, 2014; January 7, 2015; January 16, 2015 and January 26, 2015. Ms. [redacted] also received and signed a separate student teaching application that detailed the expectations prior to starting her student teaching course. University records also indicate that Ms. [redacted] received consistent communication throughout her first section of student teaching. On February 27, 2015, [redacted] GCU Site Supervisor, contacted Ms. [redacted] and explained that the school principal had asked that Ms. [redacted] not return. Ms. [redacted] also informed Ms. [redacted] that she would contact the school system to see if a placement could be found at another school. Per Ms. [redacted] request, Ms. [redacted] is working on a placement for the Spring 2016 semester. As well, official notification of her termination and details of her Corrective Action Plan (CAP) were discussed with Ms. [redacted] and mailed to her on March 5, 2015. Successful completion of the CAP would allow Ms. [redacted] to retake student teaching one more time. Ms. [redacted] would also be responsible financially for the retake. This policy was outlined in Ms. [redacted] enrollment agreement, GCU’s student policy handbook and Ms. [redacted] student teaching application.In addition to the above information, Ms. [redacted] and other members of GCU’s student advising team have been in consistent contact with Ms. [redacted] to provide guidance and follow-up through the CAP process to include phone calls and emails on March 6, 2015; March 31, 2015; April 20, 2015; April 27, 2015; May 6, 2015; May 18, 2015; May 20, 2015 and June 8, 2015. On May 20, 2015 Ms. [redacted] completed the written portion of her CAP. Also, on June 5, 2015 Ms. [redacted] stated she would complete the remaining testing requirements in Fall 2015 and would retake her student teaching in Spring 2016.As for Ms. [redacted] outstanding balance, on April 20, 2015 her Student Services Advisor explained to her that since Ms. [redacted] fell out of attendance, GCU was required to return all remaining financial aid funds back to her lender and once she comes back into attendance GCU will be able to determine how much she is able to borrow and how much she may have to pay out of pocket for the remainder of her degree program.On June 12, 2015 I attempted to contact Ms. [redacted] to discuss her concerns and make sure she is on track to complete her CAP and get back into student teaching. I was unsuccessful in reaching her but did leave her a voicemail. To date, she has not returned my call.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,[redacted]Regional Director of OperationsGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Britt C[redacted] Associate Vice President College of Education and based on that review, GCU has determined that Ms. [redacted]...
complaint was appropriately resolved. This determination is based on the following information:Mr. [redacted] graduated from Grand Canyon University in December of 2016. There has been no contact between GCU and Ms. [redacted] since that time. The Teacher Loan Forgiveness Program Ms. [redacted] is looking to use is through the Federal Government and Direct loans system. The program requires a student to teach in a Title I school for 5 years before they submit their loan forgiveness application to Direct Loans. Further, The Teacher Loan Forgiveness Program is intended to encourage individuals to enter and continue in the teaching profession. Under this program, if you teach full-time for five complete and consecutive academic years in certain elementary and secondary schools and educational service agencies that serve low-income families, and meet other qualifications, you may be eligible for forgiveness of up to a combined total of $17,500 on your Direct Subsidized and Unsubsidized Loans and your Subsidized and Unsubsidized Federal Stafford Loans. If you have PLUS loans only, you are not eligible for this type of forgiveness. [https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation...⇄ Development Counselor Kevin R[redacted] covered the following requirements with Ms. [redacted] during her enrollment to verify that she would be eligible for the program as long as she completed her 5 years teaching in a Title I school at the Elementary or Secondary level in Special Education.1. You must not have had an outstanding balance on Direct Loans or Federal Family Education Loan (FFEL) Program loans as of Oct. 1, 1998, or on the date that you obtained a Direct Loan or FFEL Program loan after Oct. 1, 1998.2. If you are in default on a subsidized or unsubsidized loan, you are not eligible for forgiveness of that loan unless you have made satisfactory repayment arrangements with the holder of the defaulted loan. 3. The loan(s) for which you are seeking forgiveness must have been made before the end of your five academic years of qualifying teaching service. 4. Any time you spent teaching to receive benefits through AmeriCorps cannot be counted toward your required five years of teaching for Teacher Loan Forgiveness. 5. You must have been employed as a full-time teacher for five complete and consecutive academic years, and at least one of those years must have been after the 1997–98 academic year. 6. You must have been employed in an elementary or secondary school that is in a school district that qualifies for funds under Title I of the Elementary and Secondary Education Act of 1965, as amended; has been selected by the U.S. Department of Education based on a determination that more than 30 percent of the school’s total enrollment is made up of children who qualify for services provided under Title I; and is listed in the Annual Directory of Designated Low-Income Schools for Teacher Cancellation Benefits. If this directory is not available before May 1 of any year, the previous year’s directory may be used.[https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/teacher]...⇄ and when Ms. [redacted] completes the above requirements in Special Education she would be eligible to submit for the following loan forgiveness:Service Beginning on or After Oct. 30, 2004If your five complete and consecutive years of qualifying teacher service began on or after Oct. 30, 2004, please note the following:You may receive up to $5,000 in loan forgiveness if you were a highly qualified full-time elementary or secondary school teacher.You may receive up to $17,500 in loan forgiveness if, as certified by the chief administrative officer of the school where you were employed, you were a highly qualified full-time mathematics or science teacher in an eligible secondary school; or a highly qualified special education teacher whose primary responsibility was to provide special education to children with disabilities, and you taught children with disabilities that corresponded to your area of special education training and have demonstrated knowledge and teaching skills in the content areas of the curriculum that you taught.[https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/teache...⇄ Ms. [redacted] only graduated approximately 8 months ago, she would not yet be eligible for loan forgiveness until she completes her 5 years teaching experience in a Title I school. Once Ms. [redacted] completes the requirements she would submit the loan forgiveness application through Direct Loans. Additionally, any loans that Ms. [redacted] has received above the amount that she would be submitting for loan forgiveness would need to be paid in that 5 year period. If the total amount of her student loans are the same or less than the amount she would be submitting for loan forgiven then Ms. [redacted] can contact Direct Loans. Direct Loans would assist with setting up Ms. [redacted] to only pay interest payments until the 5 years has been reached and she submits the application for loan forgiveness.On July 10, 2017 I attempted to call Ms. [redacted] to explain all the above information to her however, I was unable to reach her so I left a voicemail. She is welcome to return my call at ###-###-####.[redacted] and I can explain the above information to her and answer any questions she may have.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Britt C[redacted]Southwest Division RDOAssociate Vice President College of EducationGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Business Division – Brett M[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] completed her 2011/2012 and 2012/2013 Free Application for Federal Student Aid (FAFSA) on 6/28/2012, prior to starting her program. When she completed this application, Ms. [redacted] received a Student Aid Report (SAR) that showed her that she was at her aggregate limit for student loans. However, she still started her program and completed one class successfully. Upon completion of that class, Ms. [redacted] was unable to continue her program as she did not want to choose an alternative method of payment and she had used all financial aid that was available to her. Also, by signing her enrollment agreement, Ms. [redacted] acknowledged her responsibility of any balance unpaid by financial aid. Thus, Ms. [redacted] is responsible for her balance which is due and owing.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Brett M[redacted]College of BusinessGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Executive Director of Student Services, [redacted] and, based on that review, GCU has determined that Mr. [redacted] complaint was appropriately resolved. This determination is based on the following information:Mr. [redacted] claim that the [redacted] has not notified him of the unusual enrollment status is not accurate. Each student who initiates the request for financial aid through the Free Application for Federal Student Aid receives a copy of their processed response via a Student Aid Report (SAR). The SAR outlines comments that will require resolution with the college prior to financial aid being processed and disbursed. Mr. [redacted] received his SAR on or about 3/8/15 which is when the c-code for unusual enrollment populated. It is not an audit of Mr. [redacted] personal account, however, it is a flag that populates on any student that received financial aid at different colleges over a four year period. Issues that may delay financial aid process are found on the comment page of the SAR that is sent to the student. Every application submitted by the student receives a student response via the SAR, and the school to which they are sending the information receives the same copy of information. The transcripts Mr. [redacted] referred to from NAU were used for admissions purposes. Grand Canyon University requires a conferred master’s degree from an accredited university. The NAU transcripts satisfied the requirement for admission purposes only. The [redacted] in the 15/16 financial aid year now requires universities to collect unofficial transcripts from all schools attended and from which a learner received financial aid over a four year period only when this new c-code for unusual enrollment populates. The request for the additional transcripts fell under the new financial aid regulations and were required for GCU to collect in order to process financial aid. The financial aid regulations and admissions requirements are completely separate matters. The enrollment counselor was referring to having all documents required for the admissions process. Mr. [redacted] was fully counseled on GCU’s refund policy prior to starting class. Those policies as outlined in our original response are located on GCU’s public website for viewing. Further, Mr. [redacted] signed a Method of Payment Document that outlined his primary and second methods of payment for tuition. His primary method of payment was listed as financial aid, and his secondary method of payment was cash. The purpose of having both a primary and secondary method of payment listed on that signed document is that if the primary method of payment was not secured, the secondary method would cover the expenses. Mr. [redacted] electronically signed this Method of Payment document on 8/3/15 at 8:48pm which acknowledged his agreement to pay. GCU mentioned the military discount applied to his account in our original response so Mr. [redacted] could see the full accounting of fees and discounts that make up the current balance on his account.Mr. [redacted] account was recently sent to GCU’s internal collections team for further outreach to collect the amount due. Over 20 collection calls were made to Mr. [redacted] after he withdrew from his classes, with no attempt to make payment toward his account. We are more than happy to discuss a potential payment plan with Mr. [redacted], but he made no attempt to contact us so that we could assist him with a payment plan. Mr. [redacted] account went through the standard protocol for due diligence as do all delinquent accounts. We honored the $400 write off for the Learning Management Fee so Mr. [redacted] account balance was already reduced by this amount. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,[redacted]. [redacted]College of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, [redacted]. Based on his review, GCU has determined that Ms. [redacted] complaint requires further action. This determination is based on the following information:Ms. [redacted] states in her rebuttal complaint that she feels that GCU’s response to her complaint contained untrue statements that are not consistent with the events regarding the matter. Therefore, I reviewed University records again and discussed Ms. [redacted] rebuttal complaint with the parties involved to validate the concerns. At this point, GCU stands by the previous documentation provided in the original response to Ms. [redacted]. I was able to make contact and speak with Ms. [redacted] on 7/16/15 regarding her concerns. She confirmed that she is in the process of studying for the GACE exams in the state of Georgia. She does not have a date yet for when she will take the testing. I introduced myself and discussed her current status and nature of her Revdex.com complaint. I offered assistance and options available to her. Ms. [redacted] is adamant that GCU wrongfully pulled her out of student teaching. She says she talked to the school and they said it was GCU that terminated her not them. She said because of her good grades she does not understand why she was withdrawn. Ms. [redacted] is also upset about her outstanding balance of $264.00. I explained that since she has been out of attendance that GCU is required by Federal law to return the funds to her lender. Any remaining balance after that is the student’s responsibility. She feels she was forced out of attendance and should not have to pay the balance. I also explained what happens when a school decides to terminate someone from student teaching. I told her about the Corrective Action Plan (CAP) process and that we would be able to work on a retake and final placement of student teaching for either the fall of 2015 or spring of 2016. I did inform her that students are responsible financially for the retake and can only retake one time. She did not agree that she would have to pay for the retake because she was forced to withdraw. I told her at least let our teacher education specialist (TED) team contact her and explain her options for placement. I also told her if she decides she does not want to continue with GCU that we might be able to switch her to a Non-IR version of the program so she could be in a graduated status. I did tell her that means she would not receive her initial licensure. In addition to the above information, I informed Ms. [redacted] that I might be able to help with a customer service write off for a portion of the balance of the retake for student teaching as long as she successfully completes it. She then put her husband on the call too. I allowed him to vent and then proceeded to explain everything again. They want someone held accountable for the decision to end her student teaching even though she had good grades. I recommended they contact the school district to get more insight into why they decided to terminate her student teaching. I also told them I would have her assigned TED contact her Friday 7/17/15 to go over details and options for the retake. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,[redacted]Regional Director of OperationsGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the [redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is...
based on the following information:Ms. [redacted] started with Grand Canyon University on 6/26/17. She was financially cleared to start classes based on the completion of the required financial aid documents. Prior to starting her classes, she had a full review with her University Counselor of the costs of her courses, related fees and scholarships, as well as approximations of the financial aid she may be eligible for. Also, prior to starting classes, a Student Services Counselor reviewed all necessary subjects including the drop policy (Dropping a course before starting class is 100% refund, dropping a course in the first week of starting class is 75% refund, dropping a course after the first week of starting class is 0% refund.), financial aid processing times, the financial aid disbursement schedule, as well as many other things not applicable to her complaint. During the next 2 weeks, GCU representatives made 5 attempts to reach Ms. [redacted], leaving several messages however we were not able to reach her. On 7/20/17, Ms. [redacted] sent an email to Erica G[redacted], her Student Services Counselor that she wanted to withdraw from school. Also on 7/20/17, Ms. [redacted] called in to discuss withdrawing. In speaking with Ms. G[redacted], Ms. [redacted] stated that every school she’s been to provided her with financial aid within 2 weeks of starting class, if not before she started class. Erica let her know what the processing times were and correctly reminded her that these were reviewed in her welcome call prior to starting class. Ms. [redacted] stated that she did not remember discussing that. Ms. [redacted] is stating that Ms. G[redacted] told her she had to complete all 3 classes or she would owe for them. This is incorrect in that Ms. G[redacted] explained Ms. [redacted] would owe for the class she is currently attending. Ms. G[redacted] also explained that per the rules of the Department of Education, if we were able to bring in funds and she withdrew from class prior to completion of the 3 courses required by the DoE, GCU would have to return the funds and Ms. [redacted] would most likely have out of pocket costs. Ms. [redacted] requested to withdraw from her first course on the third week of class which, per GCU drop policy would result in a 0% refund of tuition. She is also responsible for a $400 nonrefundable LMS fee which is a onetime charge that occurs when a student starts classes at GCU. GCU has not brought in any of Ms. [redacted] Financial Aid funding as of 7/21/2017 to cover her school costs. Ms. [redacted] is responsible for the cost of her first course as well as the LMS fee. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I [redacted] the aforementioned information/actions [redacted] bring this matter to a satisfactory conclusion. Sincerely,[redacted]College of Humanities and Social Sciences Grand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Executive Director of Student Services, Nancy P[redacted] and, based on that review, GCU has determined that Ms. [redacted]’s complaint was...
resolved. This determination is based on the following information:Ms. [redacted] signed an enrollment agreement with Grand Canyon University (GCU) for the Doctor of Education in Organizational Leadership with an Emphasis in Heath Care Administration on June 18, 2014. This enrollment agreement clearly outlined the costs associated with the program which includes tuition and fees. Ms. [redacted] also signed a financial agreement acknowledging that tuition may change at any time. Additionally by signing her enrollment agreement Ms. [redacted] acknowledged she had access to the University Policy Handbook that is housed on GCU’s public website, and also states that tuition may change at any time. Therefore, the claim that Ms. [redacted] was advised tuition would never change is not accurate. GCU works hard to minimize tuition increases and has rarely made such changes over the last five years. The tuition increase to which Ms. [redacted] is referring was a $10 per credit increase which caused a very minimal impact to her overall program costs.When Ms. [redacted] enrolled with the University, she participated in several counseling sessions, one of which is the Welcome Call with the Student Services Advisor. Her Welcome Call was completed on July 3, 2014 with Student Service Advisor Sharee T[redacted] during which time Ms. [redacted] was counseled that she had already used $104,524 of her lifetime aggregate of student loans which is $138,500, and this would cause some out of pocket expense to her in order to complete her program which consists of 60 program credits, plus any additional coursework required to complete her dissertation project. During that session, responsible borrowing was also discussed which described ways to minimize borrowing. During the call, Ms. [redacted] disclosed that she was receiving approximately $3,000 per year in employer tuition assistance which would assist her with those out of pocket expenses. She was counseled to minimize borrowing. Since Ms. [redacted] began her program, she has received five excess funds checks which could be used toward future out of pocket tuition expenses. The total amount of those checks to date equates to $6,849. On September 10, 2015, Ms. [redacted] received an email response from Student Services Advisor Roman R[redacted] regarding her inquiry about the number of courses remaining and the impact of the recent tuition increase toward her total remaining costs. He responded to Ms. [redacted] and informed her that she had at that point completed 24 of the required 60 credits and that tuition increased $10 per credit. He also copied Ms. Tate on that email. This information was provided to assist Ms. [redacted] in planning her future out of pocket expenses.Regarding the February 27, 2016 telephone conversation with Mr. R[redacted], we believe there may have been a misunderstanding regarding total out of pocket expenses for the remaining program versus the amount of out of pocket expense to complete the academic year when residency was included in the academic year. There is no indication in our documented records that a total program out of pocket expense of only $3,500 was discussed. We apologize that the distinction between the costs for the academic year and the program completion was not more clearly defined during the discussion to help better understand the difference but find no indication that an amount of $3,500 was discussed.On April 11, 2016 Mr. R[redacted] contacted Ms. [redacted] to discuss her next course clearance, and again reminded Ms. [redacted] that she was approaching her lifetime aggregate in student loans, and that she should start researching options to help pay for future courses so as to keep her on track with her program. Mr. R[redacted] further referenced the Federal Grad PLUS loan information to assist her with these plans. On May 31, 2016, Mr. R[redacted] spoke to Ms. [redacted] about her plans to secure out of pocket funding to help pay for future courses. Given the amount of aid already used prior to coming to GCU, she would have an out of pocket expense as discussed on her July 3, 2014 welcome call. The estimated amounts from the beginning of her program would be at minimum $8,000 at the time she started the program which does not include tuition and fees increases nor does it factor in any costs for courses that would need to be repeated or extension courses to complete the dissertation process or stipend checks that would be sent directly to Ms. [redacted]. It should be noted, that $6,849 of her remaining financial aid was sent directly to Ms. [redacted] in the form of stipend checks. It should be further be noted that Ms. Tate was not promoted to Director of Finance. She was promoted in to Dissertation Student Services Advisor role with the University and does remain a highly qualified member of the student services staff.We appreciate Ms. [redacted] proactive actions to secure out of pocket funding to help cover her future out of pocket expenses. We do not require the entire amount be provided at one time, but instead, work on a course by course basis to cover expenses as they arise. We do apologize for this misunderstanding and will work with Mr. R[redacted] to be more clear in his conversations regarding future out of pocket expenses and how those monies should be secured. What is never acceptable from a student services perspective is perceived laughter at our learner base. Very specific coaching and live y-connecting to hear first-hand the conversations that Mr. R[redacted] has with learners has been completed and coaching provided. Further, prior telephone calls have been reviewed, but there is no indication that a figure of $3,500 out of pocket expense was provided.A total and final cost for Ms. [redacted] remaining program cannot be provided at this time given the many variables related to the doctoral journey. Each learner’s progression is unique to their individual scholarly research as is the process of original research. The best we can provide is the current costs of the tuition which is $640 per credit with a canyon connect fee of $105 per course but it’s important to note, the cost of tuition could change in the future. While the program requires a total of 60 credits to complete the academic portion of the program, it is possible, depending on Ms. [redacted] progression in her original research, that additional continuation courses may be required to complete the dissertation research project which is the equivalent of writing a scholarly book. It is impossible to determine at this time the number of continuation courses (if any) that will be required for Ms. [redacted] to secure her doctoral degree. We are very happy to change the student services advisor with which Ms. [redacted] works to one of our experienced Team Leads in the department to help try to improve communication and her service experience with GCU. We hope this will help provide a more smooth transition toward a very exciting journey.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University