University of Phoenix

Re: IRN [redacted] ~ Balance on Account Dear Mr. [redacted]: We are in receipt of your inquiry on July 17, 2015.  University records reflect we previously responded to you concerning this information on July 13, 2015.  The University strives to provide...

exceptional service to all present and past students. Mr. [redacted], your most recent correspondence is duplicative of your original inquiry and offers no new information.  As shown in our previous correspondence, you attended two weeks in PSYCH/500 which started on July 27, 2010 and you attended one week in PSYCH/500 which started on August 24, 2010.  Enclosed is a copy of the attendance summary confirming you did meet attendance in the respective classes and weeks. In regards to your credit balance, the credit balance check was issued in anticipation of completion of the Title IV requirements for the first disbursement.  The check was issued in the amount of $8,592.00 (#[redacted]) on June 29, 2010 and financially cleared on July 7, 2010.  As we have validated the balance due in the amount of $1,196.50, your account will remain with a designated collection agency until the balance is rectified. If you would like to remit payment now, please contact a representative at Financial Business and Consumer Solutions, Inc. at ###-###-####. Once your balance is paid in full, the appropriate agencies will be notified and any necessary credit bureau updates will be initiated.  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.Thank you, [redacted]Executive Account AnalystExecutive Relations DepartmentUniversity of Phoenix

We received notice of your inquiry on June 3, 2015, regarding your account with the University of Phoenix. I would like to respond to your inquiry and provide clarification regarding the status of your account.I researched your account and found that you enrolled in August 2014 selecting the...

Military/Government Billing plan as your primary payment option: University of Phoenix directly bills the military or other government agency for a student's tuition. The following benefits are eligible for this plan: Marine Gunnery Sergeant John David Fry Scholarship (Chapter 33), Vocational Rehabilitation and Employment VetSuccess program (Chapter 31), and Post-9/11 (Chapter 33) benefit. In order for the University to bill the military directly, the University must collect documentation prior to financially clearing you for courses you attend. However, University records reflect the Certificate of Eligibility was not received in order to process your Military Billing.University records reflect you completed the GEN/201 course in October 2014. Tuition and fees for your enrollment and attendance in the course listed above totaled $1,287.84. As such, the shortfall and balance owed on your account is $1,287.84.  The campus attempted contacting you in an effort to resolve the balance owed. However, the campus can hold accounts only for a limited time. As you did not remit payment for the balance owed, the campus submitted your account to collections on January 20, 2015, for further collection efforts. The campus maintains that all charges on your account are valid as attendance in class is voluntary and constitutes accepting the services provided and acceptance of the applicable fees.  You were provided with the academic and financial policies in the student catalog 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 acknowledgement of the hardware and software requirements for attendance, agreement with the policies provided and the financial obligations associated with enrollment in the University of Phoenix. You may request copies of your enrollment documentation by writing to the University Registrar at the University of Phoenix, Mail Stop: CF-L201, [redacted].Based on our thorough review of your account we determined the balance owed of $1,287.84 is valid and correct. While we have determined the balance is valid, the University will waive the balance owed as a customer service courtesy. However, please note that prior to starting any future courses you will need to have all documentation confirmed as received prior to starting the courses and we encourage you to also discuss your account directly with the University’s Veterans Affairs Department to discuss your funding eligibility. If for any reason it is determined you are not able to receive funding for the course(s), the balance due for the course(s) will then be your responsibility. Finally, 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.aspxClick on the Program tabUnder Services, click on Request FERPA Release and follow the instructions Once 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. We appreciate you bringing this matter to our attention, and we wish you much success as you continue forward with your program. If you have any further questions, please do not hesitate to contact us.Sincerely,

March 17, 2015[redacted] FORNEY, TX 75126-6264Dear [redacted] IRN: [redacted]In response to your emails this office received March 11, 2015 and March 13, 2015. I would like...

to address the questions presented regarding your account at University of Phoenix.In response to your questions regarding [redacted] and [redacted] the University responded on May 10, 2014 and November, 21, 2014 to disputes sent to us by the credit reporting agencies ([redacted] or [redacted]), verifying that the information being reported to them by the University was accurate and valid.If you have questions about the processes or procedures utilized by [redacted] or [redacted] to handle credit reporting disputes, we recommend you contact them directly.University Records show we validated the balance due and credit reporting in responses dated January 26, 2015 and March 2, 2015. In response to your claim we have not provided you with original documents, those responses included the Student Financial Agreement e-signed on June 3, 2009 and the Enrollment Agreement e-signed on June 3, 2009. Please note any signature provided electronically using your unique [Login-password combination] is attributed to you and has the same force and effect as a written signature. Both of these documents are your agreement with University policy and financial obligations associated with enrollment at University of Phoenix. In response to your request for paper work regarding the funds returned to your lender. We show the 2009/2010 Financial Aid Award Letter and Funds Returned Letter were sent to you on December 22, 2014. Should you wish to investigate the matter further we suggest you contact your lender which can be found by retrieving your records on www.nslds.ed.gov. The servicers for student loans often change hands. The NSLDS website will have the most current information regarding the current holder of your loans.We recommend you request full account statements from your lender for the award year starting on June 22, 2009. Please keep in mind when funds are returned to your lender the funds are back dated so you are not charged interest and origination fees on these funds. As such they are usually reflected on your lender’s statement as a reduction of the disbursement. According to our records these are the transactions that occurred for the 2009/2010 Financial Aid Year June 22, 2009 to March 8, 2010:Subsidized originally certified for $3,500 (reduced to $1,750)            1st disbursement: $1,723.75            2nd disbursement : CanceledUnsubsidized originally certified for $6,000, reduced to $8231st disbursement: 2,955 (reduced to $810)            2nd disbursement: CanceledIt is the University’s position that the current balance due of $855.80 is valid and correct, the credit reporting of the $855.80 charge off is true and accurate, and the validation letters and documents previously sent have satisfied the requirements for validation. The University strives to provide the best customer service and guidance to all of their present and past students. Please review the enclosed response which was sent previously and file this in your records. As I have not been provided with any additional information to override the previous decisions made in this matter, the campus’ position stands. Your request to have the credit reporting removed is respectfully denied.As we have validated the balance due of $855.80, your account will remain with a designated agency until paid in full. Please contact a collections representative at Financial Business and Consumer Solutions, Inc. ###-###-#### if you would like to remit payment now or review payment options available.Unless further inquiries include requests for new information and/or documentation, this will serve as the University’s final response. Thank you,[redacted]Executive Account AnalystUniversity of Phoenix cc: Student file; [redacted], Director of Campus Financial ServicesEnclosed: Previous Correspondence; Student Account History; Student Financial Agreement; Enrollment Agreement

Hello this is about the case [redacted] in regards to the complaint about the University of Phoenix. They have sent me a letter saying they will honor my wishes and drop my student bill to zero. Thank you for your help, [redacted] Sent from my Verizon Wireless 4G LTE smartphone

RE: Complaint ID #[redacted] – Ms. [redacted]

 

The University of Phoenix has reviewed this complaint 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

 

University of Phoenix

Office of Dispute Management 

Parkway, Phoenix, AZ [redacted]

Mail Stop:  [redacted]

Phone  [redacted]  Fax  [redacted]

email:  [redacted]

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,[redacted], MBA/HRM  University of Phoenix Office of Dispute Management  [redacted]Mail Stop:  [redacted]Phone [redacted]  Fax  [redacted]email: [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.The university of Phoenix increased the cost of the courses in my graduate certificate program from $810 to $2200 - a nearly 200% increase. I started the program in June 2014 and took each of the 4 courses consecutively. I was not notified of the price increase until October, as I was finishing the 3rd of the 4 courses required for the certificate program. I said I would in no way consent to $2200 per course.Without my consent, they proceeded to report to the Department of Education that they were providing me (and the other students in the program) with several thousand dollars in "assistance" - the difference between the original cost of the courses and their new inflated cost. The Cost of Attendance (COA) on my July award letter was about $15,000, the COA on my November award letter reflecting their new rates is nearly $76,000 (see attachments). This is for a 4 course online certificate program. The University of Phoenix appears to be fraudulently reporting a significant amount of student "assistance" to the Department of Education and engaging in some very creative bookkeeping. 

Regards,

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,

 

 

[redacted], MBA/HRM

 

University of Phoenix

Office of Dispute Management 

[redacted]

Phone  ###-###-####  Fax  ###-###-####

email:  [redacted].[redacted]@phoenix.edu

RE: Revdex.com Complaint #

FONT-SIZE: 9pt">[redacted]

 

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

FONT-SIZE: 10pt">ID#: [redacted]

 

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 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]Ellwood City, PA 16117Dear Ms. [redacted]:This letter is in response to your complaint filed with the Revdex.com (Revdex.com) received on August 16, 2014 concerning the Doctor of Philosophy in Higher Education Administration (PHD/HEA)...

degree program in which you are enrolled with the University of Phoenix.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/portallportallpublicllogin.aspxClick on the Program tabUnder 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.Thank you for your additional request.  According to our records, we previously responded to you concerning this information on June 5, 2015. This "new" request is duplicative and contains no new inquiries regarding your student record with the University of Phoenix.  As previously advised, the School of Advanced Studies has accurately advised you on the necessary steps for moving forward within yourdegree program.The University strives to provide the best customer service and guidance to all of their present and past students.  Please review the enclosed response which was sent previously and file this in your records.  As you have not provided any additional information to override the previous decisions made in this matter, the University's position stands and is final. At this time your request for reimbursement is respectfully denied, as no rationale has been found to warrant a refund.We wish you success in achieving your educational goal.  Thank you for contacting the University, and we look forward to your anticipated degree completion.Sincerely,[redacted]Academic Research AnalystOffice of Dispute Management

Hi [redacted], Is it possible to get more information from this student such as their IRN? Based off the email  address and phone number I am not able to find her in our system to answer her request.

RE: Student IRN: [redacted] Revdex.com (Revdex.com) InquiriesRevdex.com Complaint ID No.: [redacted]Dear Ms. [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. According to our records, we previously responded to you concerning your account on September 23, 2016. While we find this“new” request to be duplicative in areas, we also recognize your request for additional information.The University recognizes the concerns you presented in your inquiry regarding your account balance. Please note federal financial aid is awarded to you under the assumption that you will attend school for the entire period for which the assistance is awarded. 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 Return of Title IV (ROTIV) funds calculation is completed. Records reflect you attempted 12 credits and successfully completed 3 credits in your second disbursement period. Therefore, the account balance of $1,222.32 is due the University as a result of institutional charges exceeding the amount of eligible retained Title IV funds as explained in the response sent to you in September 2016.
We appreciate you taking the time to address your concerns and we regret you feel we have not met your service expectations. After completing an additional review of your account, we do not find there was a discrepancy in your institutional charges accrued for your attendance during your enrollment with the University. Please note there were no institutional charges associated with your HIS/112 course as you did not post attendance in this course. Records indicate your Academic and Finance Advisors provided proper guidance regarding your attendance in your second disbursement period, dropped course, non-passing grade, and your decision to officially withdraw from the University.
According to the Student Financial Agreement you electronically signed on October 28, 2013, you acknowledged that you are financially responsible for any and all charges incurred during your enrollment with the University no matter which option you chose. For your reference, we have enclosed a copy of your account history and a copy of your Student Financial Agreement.As we have validated the balance due of $1,222.32, your account remains assigned to Asset Recovery Solutions (ARS). If you would like to resolve the balance due of $1,222.32 now, please contact an ARS representative at [redacted] to discuss your payment options.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. 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 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 mayforward a copy of this letter to the Revdex.com to expedite their receipt as they are requesting this to furtherreview this matter.Please review the enclosed response which 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.Thank you,Mayra M[redacted], MBACampus Complaint OfficerExecutive Relations DepartmentUniversity of PhoenixCc: Student FileAsset Recovery SolutionsAllison M[redacted], Director of FinanceEnclosure

March 2, 2015Mr. [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]) 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]) 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

Hello,

We have received the Ferpa for the listed student and will be mailing the formal response to Revdex.com Cc: [redacted] as indicated on the signed release.

Thank you,

University of Phoenix  

Office of Dispute Management 

Mail Stop:  [redacted]

 

Phone: ###-###-####  Fax: ###-###-#### 

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. [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,

 

 

Dispute Operations & Title IX Administrator

 

University of Phoenix  

Office of Dispute Management 

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

[redacted] 

RE: [redacted] 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