University of Phoenix

Dear Ms. [redacted]: We received notice on July 6, 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 ###-###-####.  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.I have researched your account and found you enrolled in September 2011, selecting Financial Aid as your primary payment option. The University was unable to facilitate certification of your Title IV loan request as you were no longer in attendance at the time that your funds were able to be awarded.  It is a requirement of the Department of Education that you must be enrolled or accepted for enrollment as a regular student in an eligible degree or certificate program in order to be eligible for any Federal Student Aid.  As you were no longer eligible to receive the Federal Student Aid that you had applied for, the cost of your attendance in two weeks of one class became due. The University recorded your last date of attendance as October 5, 2011.  Tuition and fees for your enrollment and attendance in one class totaled $830.00, as itemized on the enclosed copy of your official account history. Ms. [redacted], after completing a thorough review I find the balance of $830.00 to be valid and correct. Your attendance in class is voluntary and constitutes accepting the services provided and your acceptance of the applicable fees. You were provided with the academic and financial policies in the student catalog and upon enrollment. You were also provided with information regarding the costs of tuition upon enrollment. You signed documents for your admissions to the University, which included your acknowledgement of the hardware and software requirements for attendance, and your agreement with the policies provided and the financial obligations associated with enrollment in the University of Phoenix. You may request copies of these and other enrollment documents through the University Services office at ###-###-####. When the campus exhausted efforts to collect the balance due, your account was referred to the collections office. Your account was referred to a collection agency and the balance charged off on July 6, 2012. As we have validated the balance due, your account will remain with a designated agency until paid in full. If you would like to remit payment now, please contact a collection representative at ###-###-####.  I hope you find this review informative. If you have any further questions, please contact us.Sincerely, [redacted]Executive Account AnalystExecutive Relations DivisionUniversity of Phoenix Online

RE: Revdex.com Complaint # [redacted]
 
Dear Ms. Mosley,
 
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,
 
[redacted]
University Relations Specialist
 
University of Phoenix
[redacted] 
[redacted]

RE: Complaint # [redacted] [redacted]
Dear Ms. Rodesno:
Thank you for your follow-up message. The University of Phoenix has responded directly to Diane Hall on November 28, 2016.
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]

The University of Phoenix has reviewed this complaint submitted by Mr. [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,
 
 
[redacted], MBA/HRM
 
Universityof Phoenix
Office of Dispute Management 
[redacted]0
Mail Stop:  [redacted]
Phone  ###-###-####  Fax  ###-###-####
email: [redacted]

RE: Revdex.com Complaint # [redacted]
 
Dear Ms. [redacted],
 
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.
 
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 response was simply letters that were previously sent, which, as I explained in my complaint, did not actually address the issues we encountered.  
One of the issues is that we were specifically told that the degree would take 2 years and cost $8840.  It was not until after we were enrolled that we learned of the misrepresentation.  We brought this up numerous times, only told be brushed aside and told that they were sorry for the confusion.  Again, we remained in the school first because we were told that our credits would transfer and second because we were assured that employers search out graduates from the school.  We discovered that no schools in four different states accepted any credits.  We understand that not all credits may transfer, but we were told that the school is not recognized as valid, so they would not accept credits.  Again, this was multiple schools in multiple states.  We had already paid the school a great deal of money, so we remained in order to receive our degree (again, because we were assured employers seek out graduates).  However, after we graduated from the school, not a single employer in multiple states accepted the degree.  My husband and I are two different fields, so it was not a matter of a certain field of study.  I also provided studies that showed University of Phoenix graduates had a higher rate of unemployment than other groups.  This shows that it was not just an isolated issue but an ongoing, widespread problem.
The school also failed to address the numerous issues we had with advisors and staff while in school.  We had a constant stream of different advisors,, which meant that many of the issues went unresolved.   We would send an email and not received a response for days or weeks, only to then discover that advisor left and there was a new one.  This also led to misinformation being provided as no one seemed to communicate with one another.  
Another issue that we brought up was the fact that the school is nothing more than a diploma mill.  I provided the school with several instances of this, but they failed to respond.  All I was told was that all instructors were highly educated.  The issue is not necessarily with the education of the instructors but more in the way the classes are taught.  The classes are nothing more than form questions that are the same for every single class.  The problem with this is that all answers can be found on other sites, and it leads to no real discussion in class.  The majority of the time the instructors simply post the questions and say that you need to answer them.  They do not facilitate the questions or provide in depth learning.  The assignments are the same way.  Each assignment is exactly the same in every class without any derivation.  If the school actually cared about learning, it would be up to the instructors to provide lesson plans, assignments, and actually teach.  Instead, they just use the same syllabus and questions the school creates.  This is more proof the school is a diploma mill.   The only real grading was simply making sure a student posted a response on the required number of days.  They did not actually care about the content.  Students also received grades based on the work from other students.  For example, in some classes we were required to work in teams.  However, if a team member did not do their share, all students would receive a deduction, even if we could show that we made every effort to contact the other student and get him to do his share.  I brought this up several times, only to hit a wall and not receive help.
Additionally, the school does not actually look into the educational history of students.  If you have money,, you are admitted to the school.  They then encourage student loans, and again, provide false information regarding the true cost of the school.  Other schools require you go through an actual application and review process, which can include interviews and submission of high school transcripts.  My main interview was Tracey F[redacted] telling me the (false) cost of attending and the time it takes to complete a degree.  
At one point I spoke with Paula S[redacted]-Clements Finance Resolution Manager via phone to discuss the issues my husband and I experienced.  She agreed that there were many issues and stated that we would be receiving a refund once she spoke with the President.  She stated that she could not confirm the amount, but she would be in touch within a few days.  During our conversation she knew that we had filed complaints (as that was the reason we were then speaking to her) and she admitted that we were excellent students, so this was not a matter of us failing and being unhappy.  However, after almost two weeks we had not received a call or email from her.  We then received an email stating that she couldn't speak to the president as we had already filed a grievance (again, she knew that during our conversation).  When I responded, I then received a response from Ivy B[redacted], who stated nothing would be done.  I requested to speak via phone, and she agreed.  However, she failed to actually answer any of my questions or address my concerns.  Instead, she repeated a stock answer.  She then claimed she read all of our emails, but she refused to say how many she read (we have over a thousand emails, so I find it very difficult to believe she read even a fraction or else she would have stated the number).  She ended the conversation repeating the canned response she prepared ahead of time.  
I provided numerous articles from various sources showing the poor employment rate of the graduates, similar issues with other students (I found several people that were told the exact same cost as we were, which shows that it was not a misunderstanding by us, but the enrollment counselor falsified information to get students to enroll), I provided articles showing the school was under investigation and the Department of Defense even banned them for a period of time.
The school also has a decrease in enrollment and was sold.  There are articles showing that it is not doing well, which is why I believe the school refuses to discharge our loans.  They are already losing money and do not want to lose more by discharging two more loans.  
The school has failed to provide a proper education, it misrepresented the cost and time it takes to complete a degree, and there was a huge lack of assistance from both academic and financial advisors while we were enrolled.  
We are requesting that both of our loans be discharged.

Dear Mr. [redacted]:We received notice of your response on June 16, 2015, regarding your account with the University of Phoenix. We would like to respond to the concerns you presented.In your response you stated you were advised you would not owe for the week of attendance you posted in the...

[redacted] course. However, as stated in our prior response dated June 2, 2015, you were advised to contact your assigned finance advisor to discuss the financial impact of dropping the course after one week. When the finance advisor attempted to reach you on February 13, 2014, you advised the campus you did not have any intentions of returning to the University of Phoenix. You advised the campus representative that the call was made at an inconvenient time and then you disconnected the phone call. Additionally, you were sent a bill on September 2, 2014, showing the balance owed.We regret you feel you were not provided with adequate advisement regarding your dropped [redacted]/** course, although students may have differing experiences with our staff, we pride ourselves in providing the most accurate information and the best customer service possible.  After completing a thorough review of your account, the University has found the balance due of $294.37 to be valid and correct. However, we have agreed to waive the balance as a courtesy to you and in an effort to build upon your positive experience with the University.Once the adjustments are processed your account will be returned to the campus from collections and will reflect a zero balance. However, it may take up to 45 days for the credit bureaus to have the information regarding your account removed from your credit report.A copy of this letter will also be forwarded to the Revdex.com. Sincerely,The Office of Dispute Management[redacted]Dispute Management AdministratorUniversity of Phoenix

I have one week left of courses, and my trouble did not start until my second to last course. I filed a grade dispute with the University because one of my "team" members submitted an assignment on our team's behalf without allowing anyone else to review it, and it was deplorable! Some of the sentences were not even full sentences and it was formatted horribly. The assignment barely passed and dropped my grade from an A to a B. My dispute was rejected. When I asked to escalate the matter, I was told by my academic counselor that she could not help me find an address to write the dean and to do it myself!
Now, in my last class, I have a professor who docked points for rules that he made up after the assignment was submitted. Even after submitting proof to his error, I was given the "too bad, this is what is required" line - even though those "requirements" were never once mentioned until I complained. I again filed a grade dispute, and was told by my academic counselor that only final grades can be disputed and that I was to note that if I filed a dispute, I would not be able to apply for my diploma as scheduled? I have 60k in student loans (that is NOT counting what I have paid in in grants) - and I am stuck teaching myself, and at the mercy of power hungry professors who have less knowledge than I do, as well as having to deal with team members in end of a bachelor's program that can't even format a paper correctly. This University will let anyone in and pass them, and they have no ethical standards both internally or towards their students at all.

RE: Revdex.com Complaint # [redacted]
 
Dear Ms. [redacted],
 
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,
 
 
[redacted]
Dispute Operations & Title IX Administrator
 
University of Phoenix  
Office of Dispute Management 
[redacted] 
[redacted]

March 2, 2015Mr. [redacted]  [redacted]Los Angeles, CA 90037 RE: Student IRN: [redacted] Revdex.com (Revdex.com) InquiriesRevdex.com Complaint ID No.: [redacted]  Dear Mr. [redacted]:...

 This letter is in response to the complaint you filed with the Revdex.com (Revdex.com) concerning your student account with the University of Phoenix.In review of University records, we found that you re-enrolled at the Southern California Campus in the Master of Science in Counseling/ Marriage, Family, and Child Therapy (MSC/MFCT) degree program in December 2010, selecting the financial aid (Title IV Funding) plan as your primary payment option and the cash plan as your secondary payment option. Your 2014/2015 financial aid application was last certified with an academic year/[redacted]n period of August 14, 2014 through October 1, 2015, and included a 12/12 credit split. This means you were required to complete 12 credits to earn the funds in the first disbursement period and then become eligible for the second disbursement. Additionally, you were required to earn 24 credits to fulfill the academic year requirements. The first disbursement of $10,141.00 in unsubsidized [redacted]n posted to your account on September 2, 2014. Because the funds disbursed exceeded the anticipated fees for your attendance in the first disbursement period, the University released a credit balance refund of $2,057.00 to you on September 4, 2014. It is important to note that funds issued to the student as “excess” are not considered “earned” until all disbursement period requirements have been met.  Records indicate you have successfully completed [redacted] and received a non-passing grade in [redacted]. The total cost of tuition and fees for attendance in these courses totaled $4,042.00. As of today, your account reflects a credit balance of $4,042.00. Please reference the following breakdown of your University account:Title IV [redacted]n Funds Disbursed ($10,141.00)Total Credits ($10,141.00)Tuition/Fees   $4,042.00Credit Balance Funds to Student $2,057.00Total Debits $6,099.00Account Balance ($4,042.00)Records reflect you were granted an approved [redacted] ([redacted]) from November 17, 2015 through February 10, 2015. You requested an [redacted] extension in January 2015; however, records indicate the extension request was denied because you had 0 days remaining. Therefore, you did not complete your first disbursement period requirements when you did not return once your approved [redacted] had expired. Your last date of recorded attendance was November 13, 2014. The University is obligated to perform a [redacted]) calculation based on Federal Title IV guidelines once you were out of attendance. 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.[redacted] is awarded to you under the assumption that you will attend school for the entire period for which the assistance is awarded. During your enrollment with the University fees for your attendance are paid by [redacted] funds provided the credit requirements and instructional week’s midpoint of the academic year has been satisfied. Failure to meet the requirements established for the award year at the time of your withdrawal will result in unearned funds being returned to your lender after the [redacted] calculation is completed. As of today, you have completed 3 out of your 12 credits for this period. Therefore, the credit balance may no longer reflect on your account after the [redacted] calculation is completed, and may result in a balance due to the University for unpaid institutional charges. We encourage you remain in contact with your finance advisor for further updates on your account once the [redacted] calculation is completed.Your attendance in class is voluntary and constitutes accepting the services provided and your acceptance of the applicable fees. Upon enrollment, you were provided with the academic and financial policies in the student catalog, which included information regarding the costs of tuition. You signed documents for your admissions to the University, which included your acknowledgement of the hardware and software requirements for attendance, and your agreement with the policies provided and the financial obligations associated with enrollment in the University of Phoenix. You may request copies of these and other enrollment documents through the Office of Admissions and Records at ###-###-####.  Please note that according to the Student Financial Agreement you electronically signed/dated on December 28, 2010, you acknowledged your understanding that you are financially responsible for any and all charges incurred regardless of payment option chosen. Enclosed you will find a copy of your e-signed/dated Student Financial Agreement and Enrollment Agreement.  The University recognizes the concerns you presented in your inquiry regarding your out-pocket-obligations in your [redacted] course. Records indicate campus representatives discussed your selected payment plan of financial aid, disbursements, excess funds, your personal situation, your non-passing grade, your out-of-pocket obligations, return to lender, recovery of financial aid funds, and payment arrangements from August 6, 2014 through January 2, 2015 via phone and/or email. Mr. [redacted], we appreciate you taking the time to address your concerns and we empathize with the personal situation you encountered during your enrollment in [redacted]. As such, we have opted to waive the institutional charges in the retake of your [redacted] course as a one-time customer courtesy. Please feel free to contact Director of Finance and Student Services Mr. [redacted] directly at ###-###-#### to further discuss your account and concerns.The University also recognizes yours concerns regarding accreditation. The goal of accreditation is to ensure that education provided by institutions of higher education meets acceptable levels of quality. University of Phoenix is accredited by the [redacted] which is a member of the [redacted]. University of Phoenix has been placed on Notice by the [redacted]. Notice is a Commission sanction indicating that an institution is pursuing a course of action that, if continued, could lead it to be out of compliance with one or more Criteria for Accreditation. An institution on Notice remains accredited. At the end of the notice period, the [redacted] may remove the sanction, place the institution on Probation if the identified concerns have not been addressed, or take other action. For additional information visit ncahlc.org.In order for our campus to remain in compliance with [redacted] ([redacted]) 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 [redacted] Release Form and fax it to ###-###-####. You may submit this form electronically through the student website as outlined in the following steps:• Login to eCampus:  [redacted]• Click on the Program tab• Under Services, click on Request [redacted] 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.The University strives to provide the best possible customer service and we regret that you did not receive the counseling you anticipated. 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.Thank you,[redacted]Campus Complaint OfficerExecutive Relations DivisionUniversity of PhoenixCc: Student File           [redacted], Director of Finance and Student ServicesEnclosure

University of Phoenix will tell you what you want to hear to get you in the door. It is a bunch of lies and when you call them on it they give you excuses. I was told I would get my transcript with my diploma and now 4 months later all of a sudden you have to pay for all transcripts even tho they tell you the one with your diploma is free. Don't believe them and also their tuition just keeps going up and up and up. Find a better cheaper school that will actually do what they say

RE: Revdex.com Complaint # [redacted]  Dear Ms. [redacted] The University of Phoenix has reviewed the complainant’s additional comments. Please note we previously responded directly to the complainant regarding this matter as of January 26, 2015;  March 2, 2015; March 17, 2015; and currently in review of a March 27th dispute. As we have not been provided with any new information to override the previous decision made in this matter, the University’s position stands.  Best regards,

RE: Revdex.com Complaint # [redacted]
Dear Ms. Mosley,
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,
[redacted]  
[redacted] 
[redacted] 
[redacted] 
[redacted]

January 20, 2015  [redacted]Atlanta, GA 31150 Re:  Student IRN [redacted]
Revdex.com Issue Dear Mr. [redacted], We received your grievance January 13, 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.  Based on the completed FERPA release form, 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. In regards to your concerns, your most recent correspondence is duplicative of your original inquiry and offers no new information.  We previously responded to you concerning this information on January 13, 2014. As reflected in our previous response, we validated the balance due to the University of $384.00. As a customer service courtesy, we have agreed to waive the balance due to the University of $384.00.  The adjustments to your account will be completed within 14 business days, and your account will reflect a $0.00 balance. Furthermore, we have agreed to eliminate any derogatory information related to this account from your credit report.  We request you please allow up to 45 business days for the updates to accurately reflect with the credit reporting agencies. Please note we do not find a discrepancy in the University reporting your unpaid balance as an entry on your credit report to the credit reporting agencies.  The University reserves the right to apply its standard procedures to collect the balance due on your account. After exhausting all avenues for collections, credit reporting is the final action applied to a student’s account.  In reviewing your file, the actions of the University are not in violation of the [redacted], or the [redacted]. The University is very aware of its requirements to stay in compliance with these laws and takes careful measures to ensure the accuracy of its reporting. Please review the enclosed response that was sent previously and file this in your records.  Unless further inquiries include requests for new information and/or documentation, this will serve as the University’s final response.  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 Mr. [redacted], Director of Finance   [redacted]

RE: Revdex.com Complaint # [redacted]
 
Dear Ms. Mosley,
 
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint. Please note a response was not issued to the student as we are abiding by the student’s no contact request.
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If you need additional details that will enable you to close this issue, please contact the complainant.
 
Best regards,
 
[redacted]
University Relations Specialist
 
University of Phoenix
Office of Dispute Management 
[redacted]
[redacted]

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 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 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,[redacted]University Relations Specialist University of Phoenix   Office of Dispute Management  [redacted]
[redacted]
[redacted]  [redacted] 
[redacted]

Thank you for providing us with the opportunity to respond to this student's concerns.
The University of Phoenix has reviewed this complaint submitted by Ms. [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,
 
Tondra R[redacted], MBA/HRM
Senior Manager
University of Phoenix
Office of Dispute Management 
[redacted] Phoenix, AZ 85040
Mail Stop:  CF-S907
Phone  ###-###-####  Fax  ###-###-####
email:  [redacted]@phoenix.edu

I submitted my financial aid documentation several times to 2 different people and each time they lost my paperwork. I sent them originals for my marriage certificate, my high school transcript, the financial aid form, and my ID, and they still demanded I send it again and again. In total I have sent them the paperwork 5 times.

RE: Revdex.com Complaint # [redacted]
 
Dear Ms. Mosley,
 
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,
 
[redacted]
 
[redacted] 
[redacted]