University of Phoenix

RE: Revdex.com Complaint # ID#: [redacted]
8pt">
Hello,
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via USPS mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required written authorization.
If you need additional details that will enable you to close this issue, please contact the complainant.
Best regards,

Thank you for forwarding this students comments for our review.
We responded directly to the complainant on 09/13/16 and provided details on how to complete the [redacted] release.
Once received, we will forward a copy of the response that was sent.
 
Kind regards,
 
Tondra R[redacted], MBA/HRM
Senior Manager
University of Phoenix
Office of Dispute Management 
[redacted]
[redacted]  [redacted]
[redacted]  [redacted]  [redacted]  [redacted]
[redacted]  [redacted]

Thank you for providing our office with the opportunity to respond to this student's concerns.
As previously stated, we have mailed a response to Mr. [redacted].  In response to his recent comments, we have also forwarded this correspondence to him via email.
Regards,
 
Tondra R[redacted], MBA/HRM
Senior Manager
University of Phoenix
Office of Dispute Management 
[redacted]
email:  [redacted]

Hello Marie, We received Tanisha R Thomas FERPA request. Below you will find the response that was sent to the student on 2/12/15 and 1/27/15. Please let me know if you have any questions. From: [redacted] Sent: Thursday, February 12, 2015 10:43 AMTo: '[email protected]'Subject: University of Phoenix - Additional Response to your concerns February 12, 2015   Ms. Tanisha R Thomas2724 Olympic Park Dr. Grand Prairie, TX 75050, US RE: Student IRN 9049374221           Dear [redacted]: We received notice of your inquiry on February 5, 2015, concerning your account with the University of Phoenix Online in which you copied the Revdex.com on your concerns.  According to our records, we previously responded to you concerning this information on January 27, 2015 (copy enclosed).  In order for our campus to remain in compliance with FERPA (Family Educational Rights and Privacy Act) regulations, the details of our review will not be forwarded to the Revdex.com without your written consent.  If you would like us to disclose the results of our review to the Revdex.com, please complete the attached FERPA Release Form and fax it to 602-626-2038.  If you still have access to your student website, you can submit this form electronically as outlined in the following steps:·         Login to eCampus:  https://ecampus.phoenix.edu/portal/portal/public/login.aspx·         Click on the Program tab·         Under Services, click on Request FERPA Release and follow the instructionsOnce received, a copy of this letter will be forwarded to the Revdex.com.  Please keep in mind that you may forward a copy of this letter to the Revdex.com to expedite their receipt as they are requesting this to further review this matter. Upon review of your most recent inquiry, we recognize the additional detail you provided regarding the difficulty that you experienced with the Direct Bill payment plan on your account.  We have reached out to your employer, and taken the necessary steps to establish billing for your previous attendance in two classes.  These classes have been billed directly to your employer (Realogy), and once payment has been received, the funds paid will be applied directly to the past due balance on your account.  Furthermore, once payment is received any Pell Grant funds that have been previously applied to the cost of your attendance that are no longer needed will be returned to you in the form of excess funds.  We appreciate you providing us with the additional information that you have, and as a result have removed your account from its collections status.  We have also requested that any derogatory credit information that may have been reported, be removed from your credit report.  Please allow up to 45 days for this updated credit information to reflect on your credit report.  Although each student experiences many different situations, the University strives to provide the best possible service to all present, alumni, and prospective students. In a continuing effort to improve the quality of education and service we provide our students, we value your feedback. I hope you find this review informative. If you have any further questions, please contact us. Sincerely,   [redacted]Executive Account AnalystUniversity of Phoenix Online cc: student file       [redacted], Director of Finance Previous response sent January 27, 2015 January 27, 2015   [redacted] 
[redacted] RE: Student IRN [redacted]           Dear [redacted]: We received notice on January 21, 2015 of your complaint filed with the Revdex.com concerning your account with the University of Phoenix Online.  In order for our campus to remain in compliance with FERPA (Family Educational Rights and Privacy Act) regulations, the details of our review will not be forwarded to the Revdex.com without your written consent.  If you would like us to disclose the results of our review to the Revdex.com, please complete the attached FERPA Release Form and fax it to 602-626-2038.  If you still have access to your student website, you can submit this form electronically as outlined in the following steps:·         Login to eCampus:  https://ecampus.phoenix.edu/portal/portal/public/login.aspx·         Click on the Program tab·         Under Services, click on Request FERPA Release and follow the instructionsOnce received, a copy of this letter will be forwarded to the Revdex.com.  Please keep in mind that you may forward a copy of this letter to the Revdex.com to expedite their receipt as they are requesting this to further review this matter. After completing a thorough review, I find that you enrolled with the University of Phoenix in October 2013, selecting Third-Party Billing Plan as your primary payment option, and Federal Financial Aid (Pell Grant funds only) as your secondary payment plan.  Under the terms of this agreement, the University of Phoenix directly bills an approved employer for the student’s tuition.  The student must have an SFA indicating Direct Bill as the primary payment option, and all required documentation authorizing the University to bill for the students attendance must be completed and on file.  Any tuition and fees not covered by the direct bill payment plan, will default to the students secondary payment plan.  The student is responsible for any and all tuition, electronic course materials fees, and other charges, regardless of which plan is chosen. Your application for Federal Financial Aid (Pell Grant funds only) was last certified for the academic year of November 12, 2013 through September 16, 2014 and a 12/0 credit split.  This means you were required to earn 12 credits to fulfill the academic period for the funds disbursed to your account. The first disbursement of $2,823.00 in Pell Grant funds posted to your account on January 27, 2014. The University recorded your last date of attendance as February 24, 2014 after successfully completing two classes, and electing to take a break before entering into the next sequential class of your program.  You completed the necessary documentation, and a leave of absence was extended to you, approving your absence from February 25, 2014 to April 30, 2014.  Records indicate that you did not return to the University once the approved leave of absence had expired, and the University was obligated to perform a Return of Title IV Funds (ROTIV) calculation based on Federal Title IV guidelines once did not return.  The calculation serves to determine the percentage of funds earned for the disbursement period based on courses that were successfully completed and weeks of attendance. Courses from which a student withdraws or courses that are retaken or failed are not considered courses that were successfully completed. Through the ROTIV calculation, it was determined you were eligible to retain $1,400.00 of the $2,823.00 in Pell Grant funds disbursed to your account; however, the University was required to return the remaining $1,423.00 in funds to their originating fund as they were no longer considered earned.  Tuition and fees for your attendance in two classes totaled $2,386.08.  As a result, your account reflects a shortfall and balance due of $986.08. [redacted], after completing a thorough review of your account, we find the balance of $968.08 is valid and correct.  While you elected to have the tuition and fees for your attendance in class billed directly to your employer; you did not provide the University with the required documentation from your employer necessary for the University to bill for your attendance under the established partnership with your employer (We have included a copy of the required Realogy Tuition Reimbursement Voucher for your review).  The available Pell Grant funds which you elected to use as your secondary form of payment were applied to the cost of your tuition, however you are responsible for the remaining balance of $986.08 which exceeded the Pell Grant funds available on your account. [redacted], we hope you find this review of your account to be useful, and would encourage you to continue to work closely with your campus representatives to resolve the outstanding balance of $986.08 on your account.  When campus representatives exhausted efforts to collect the balance due, the manager authorized the referral of your account to the Corporate Collection Center on June 17, 2014.  As we find this balance valid, your account will remain with the designated collection agency until rectified.  If you would like to remit payment now, please contact a collections representative at [redacted] If you have any further questions, please do not hesitate to contact us. Sincerely,   [redacted]Executive Account AnalystExecutive Relations DivisionUniversity of Phoenix Online cc: student file       [redacted], Director of Finance  [redacted]University Relations Specialist University of Phoenix  Office of Dispute Management 4025 S. Riverpoint Parkway, Phoenix, AZ 85040[redacted]

RE: Complaint # [redacted]

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Dear Ms. Rodesno:
 
 
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by [redacted] and responded directly to the complainant.
 
Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required written authorization.
 
If you need additional details that will enable you to close this issue, please contact the complainant.
 
Best regards,
Joel R[redacted]
Dispute Management Administrator
 
University of Phoenix
Office of Dispute Management 
[redacted]
Mail Stop: [redacted]
Phone:  [redacted] Fax:  [redacted]
Joel.R[redacted]

No, Just no. This school is a joke. All of us students have been trying for weeks to figure out what the heck is going on with our financial aid and there are some very sketchy procedures going on. I have had three very late disbursements from this school over the course of a year in which have caused me massive stress. I am not happy or pleased with this school and I am on my very last class only to find out that this school may be shut down and the last year and a half was a complete waste of my time. It is embarrassing to say the least that I trusted this school to give me a better future and it is now possibly going nowhere and I will be in even more debt with nothing but a sour taste in my mouth.

I have been waiting for my disbursement to come through and I have only made little progress in getting it. My funds were supposed to come through July 22nd and I cannot even view my account right now because of UOPx "quality control", load of crap. My classes were paid a long time ago and my refund is just sitting there for them to chip away at. I have a bad feeling it is about to hit the fan and I will be left with nothing. These people need to be sued and shut down.

Be careful about what is said to you by the UOP because they lie and they don't care that they do!! Make sure you record all your conversations with them. I spent over $7600 and I have nothing to show for it. Don't waste your money!! Scam artists!!

RE: Revdex.com Complaint # [redacted]
 
0in 8pt">Hello,
 
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via USPS mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required written authorization.
 
If you need additional details that will enable you to close this issue, please contact the complainant.
 
Best regards,

RE: Revdex.com Complaint # [redacted]
 
 
Dear Ms. [redacted],
 
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via [redacted] mail. Due to privacy laws the University of Phoenix...

cannot release the results of our findings or communications with the complainant without the required written authorization.
 
If you need additional details that will enable you to close this issue, please contact the complainant.
 
Best regards,

RE: Revdex.com Complaint # [redacted] Dear Ms. Garcia, Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via USPS mail. Due to privacy laws the University of Phoenix cannot release...

the results of our findings or communications with the complainant without the required written authorization.  If you need additional details that will enable you to close this issue, please contact the complainant.  Best regards,

RE: Revdex.com Complaint # [redacted]
 
 
Dear Ms. [redacted],
 
Thank you for your follow-up message. As we are in receipt of the student’s completed [redacted] release form, a copy of the response has been emailed to you today. 
 
Best regards,
 
 
[redacted]
Dispute Operations & Title IX Administrator
 
University of Phoenix  
Office of Dispute Management 
[redacted]
[redacted]
Phone: [redacted]  Fax: [redacted]  
[redacted]

RE: Revdex.com Complaint # [redacted]
 
Dear Ms. [redacted],
 
Thank you for your message. The University of Phoenix has reviewed this complaint. Please note a response was not issued to the complainant as she requested no further contact. In addition, we have not...

received the complainant’s completed FERPA Release form.
 
If you need additional details that will enable you to close this issue, please contact the complainant.
 
Best regards,
 
 
[redacted]
Dispute Operations & Title IX Administrator
 
University of Phoenix  
Office of Dispute Management 
[redacted]
Mailstop: CF-S907
Phone: ###-###-####  Fax: ###-###-#### 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not satisfied with that solution because at the time they claim I did not have aid although I have attached the financial aid letter that was initially sent to me  from University of Phoenix that stated I DID have aid. Two weeks after receiving the financial aid award letter I received several emails stating that I had a balance for class which I found to be incorrect because I had financial aid to pay for that so there shouldn't have been a balance at all. So I contacted the school and I was told I didn't actually have financial aid even though I had an award letter to prove I did. They stated it was not on my account so at that point I had no other choice but to withdraw from school because I did not have the means to pay for it. I was told because it was an error on their part I wouldn't have to pay for the classes and everything would be cleared out. But it wasn't. I have several emails to prove it. I have already attached the financial aid award letter that was sent to me. I will go back in and screen shot the emails that were sent where I was also told that I had aid a couple of weeks before class and then a couple weeks into class my aid was removed. I shouldn't be forced to pay for your mistake.
Regards,
[redacted]

Revdex.com Complaint ID# [redacted]
Dear Ms. [redacted]Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via USPS mail. Due to privacy laws the University of Phoenix cannot release the results of our...

findings or communications with the complainant without the required written authorization. If you need additional details that will enable you to close this issue, please contact the complainant. Best regards,

The University of Phoenix has reviewed the complainant’s additional comments. Please note we previously responded directly to the complainant regarding this matter. As we have not been provided with any new information to override the previous decision made in this matter, the University’s position...

stands. In addition, we are in receipt of the student’s invalid FERPA Release form. As such, the University of Phoenix is unable to release the results of our findings or communications with the complainant at this time. If you need additional details that will enable you to close this issue, please contact the complainant.  Best regards,

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

RE: Revdex.com Complaint # [redacted]
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Dear Ms. [redacted],
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via [redacted] mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required written authorization.
If you need additional details that will enable you to close this issue, please contact the complainant.
Best regards,
Office of Dispute Management
University of Phoenix[redacted] 
Mail Stop:  [redacted]
Phone ###-###-####  |  fax ###-###-####
email [redacted]

Hello, The following letter is being mailed to the student and we are waiving $892.00 of his balance leaving the student owing $282.07. January 16, 2015 Mr. [redacted]Decatur, IL 62522  Re:   IRN 9[redacted] Dear Mr. [redacted]: We received notice of your inquiry on January 8, 2014, concerning your account with the University of Phoenix. According to our records, we previously responded to you concerning this information on December 15, 2014.  In your most recent grievance, you expressed not being satisfied with the initial response you received, and also indicated that the matter had not been resolved. I would like to offer clarification on the status of your account. As Ms. [redacted] provided you with an account breakdown and the attendance policy in her initial response, I will not reiterate much of the same information. However, it is important to the university that your concerns are addressed and that you have been provided with the great service you warrant. The University recognizes your concerns regarding the institutional charges in your dropped courses and attendance. Enclosed you will find a copy of an attendance summary for each dropped course during your enrollment with the University. Please note you were charged a prorated amount in each course for one week of attendance. To have a zero cost for these courses it would require you meet no weeks of attendance. Institutional Refund PolicyStudents who withdraw from a course prior to the start date will receive a 100% refund for that course. Students who have completed 60% or less of the course of instruction are eligible for a pro rata refund. The refund will be the amount the student paid for the instruction multiplied by a fraction, the numerator of which is the number of hours (weeks) of instruction which the student has not received, but for which the student has paid, and the denominator of which is the total number of hours (weeks) instruction for which the student has paid. Research shows that you spoke with your Academic Counselor (Mr. [redacted]) on 8/26/2013 indicating that your computer crashed and that it would not be up and running until the following week. According to records you posted one week of attendance in each course [redacted] and [redacted] and your tuition was prorated accordingly for the weeks you did not attend. We sincerely empathize with the issues you were experiencing at the time of your enrollment in your last block of courses and as a result we have agreed to waive the fees for your attendance in the last block of courses. Although each student experiences many different situations, our staff prides itself in providing the best possible customer service. As we have a vested interest in the success of our students and their educational goals, the campus has opted to waive the cost of the last two courses you posted one week of attendance ($892.00) as a one-time courtesy. These adjustments can take 7-14 business days for completion. Once the adjustments are processed it will leave you owing a balance of $282.07. Once you remit payment for the remaining balance of $282.07, please notify me and we will have the derogatory credit reporting removed with the credit bureaus and your credit report will be updated with the appropriate status. We hope you find this review informative regarding your account with the University. If you have any further questions, please do not hesitate to contact us. Sincerely,   [redacted]Finance Service Quality ManagerExecutive Relations DepartmentUniversity of Phoenix cc: student File      States Recovery Systems, Inc.      Ms. [redacted], Director of Finance   [redacted]University Relations Specialist University of Phoenix  Office of Dispute Management [redacted]Mail Stop:  [redacted] Phone: ###-###-####  Fax: ###-###-#### [redacted]@phoenix.edu

RE: [redacted] Complaint # [redacted] Dear Ms. [redacted], Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via [redacted] mail. Due to privacy laws the University of Phoenix cannot release the results of...

our findings or communications with the complainant without the required written authorization.  If you need additional details that will enable you to close this issue, please contact the complainant.  Best regards,

Good afternoon Ms[redacted] We are in receipt of your inquiry submitted to the Arizona Revdex.com regarding your enrollment and attendance in the Bachelor of Science in Human Services/Concentration in Family and Child Services...

(BSHS/FCS) degree program with University of Phoenix.  As outlined in your complaint, you indicate that your stated intention at the time of enrollment was to become a licensed social worker and you were informed the BSHS/FCS was an equivalent degree.  You also indicate you were initially informed the anticipated period for degree completion was four years, and you have now determined the period for degree completion would be greater than four years. Review of your student record indicates that at the time of enrollment you stated that your motivation and goal was to become a child protective services (CPS) employee, but that you wanted to stay away from the areas of adoption and foster care.  Additionally, at the time of submitting your BSHS Service Agency Profile form in October 2015, a copy of which is enclosed, you indicated your plan with the identified agency would enable you to meet with a Child Investigative Specialist, “which is where I want to be after I graduate”.  Neither of these statements would be construed as being synonymous with a stated goal of becoming a licensed social worker. Upon signing of your Enrollment Agreement, a copy of which is enclosed, you acknowledged receipt of the student catalog.  As reflected in the student catalog in effect at the time of enrollment, the Bachelor of Science in Human Services Degree indicates the following (emphasis added): The BSHS program curriculum at University of Phoenix employs an interdisciplinary approach for assimilating theory, knowledge, skills and core competencies of today’s human service professional. The conceptual framework of the program draws from a range of human service domains such as counseling, biopsychosocial development, human systems and social change, social work, psychology, and management theories. The program is designed with experiential components, integrated within the academic foundation, to provide students with experience as service providers in a range of human service settings in both private and public sectors. The Human Services program’s interdisciplinary design builds core skills and competencies based on established methods for delivering a variety of direct service roles in the wide-ranging field of human services. In addition to completing core curriculum courses, students must declare and complete courses in an area of concentration selected from the following: 1) Management, 2) Addictions, 3) Family and Child Services, 4) Gerontology. Upon graduation from the program students will be qualified for Registry as Mental Health Facilitators with the National Board for Certified Counselors-International and prepared academically to sit for the Human Services-Board Certified Practitioner examination administered by the Center for Credentialing and Education. For more information about our graduation rates, the median debt of students who completed the program, and other important information, please visit our website at http://www.phoenix.edu/programs/bshs. The information available information does not indicate that at any point you stated your goal was to become a licensed social worker.  There is also no indication that you were provided false or misleading information regarding the curriculum for the BSHS/FCS degree program, the purpose of the program, or that it would lead to licensure eligibility as a social worker in any state or jurisdiction.  If you have additional information that you would like us to review in this regard, please provide that at your earliest convenience for consideration by forwarding to: [email protected].  Regarding the period for completion of all degree requirements, the BSHS/FCS degree program requires successful completion of 120 credits as identified on the enclosed Enrollment Agreement.   Included within the list of required courses are two Field Experience placement courses (BSHS/415 and BSHS/475), which are 15 weeks in length each.  The Field Experience requirement was explained to you in detail by your Academic Counselor in February 2014, as well as outline din the student catalog.  You also attended and successfully completed the required Orientation to Field Experience course BSHS/415O in June 2015. Transfer of credits from other institutions can also satisfy requirements for degree completion. However, it is important to note that although an institution’s course credits may be eligible for transfer, these credits must also be eligible for application to the degree requirements of the current degree program. Our records reflect that credits you had earned at Spokane Falls Community College were reviewed for matriculation to the BSHS/FCS program, and it was determined that 9.99 credits from Spoke Falls Community College were eligible for application to the current degree program. The University provided you with the educational services as it agreed, and the University respectfully declines your request for reimbursement or refund.  Campus representatives serve to assist students in the degree selection process by providing information and support in order for students to make an informed decision. As such, prospective students are responsible for considering their goals in electing the degree and/or certification program they wish to pursue, including conducting research to determine any educational, credentialing, and certification requirements in their chosen field and state of residency.  Ms[redacted] we regret that you have had a dissatisfying experience with University of Phoenix and hope you find the information in this letter to be helpful in clarifying your concerns.  On behalf of the University, we wish you success in achieving your academic and career goals.  Sincerely, Office of Dispute ManagementUniversity of Phoenix  |  Office of Dispute Managementphone: [redacted]  fax: [redacted]  email: [email protected]