University of Phoenix

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] 

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. 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, 

 

University Relations Specialist

 

University of Phoenix

Office of Dispute Management 

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]

size="3"> 

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: [redacted] - Ms. [redacted]. The University of [redacted] has reviewed this complaint and responded directly to the complainant. Due to privacy laws the University of [redacted] 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 [redacted] Office of Dispute Management  [redacted]Mail Stop:  [redacted]Phone  ###-###-####  Fax  ###-###-####email:  [redacted].[redacted].[redacted] 
December 29, 2014[redacted]Dear [redacted], IRN: [redacted]This letter is in response to the complaint you filed with the [redacted]) Complaint ID#: [redacted] received December 26, 2014 regarding your account with 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 [redacted] without your written consent. If you would like us to disclose the results of our review to the [redacted], 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:[redacted]://[redacted].[redacted].[redacted].[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 [redacted]. Please keep in mind that you may forward a copy of this letter to the [redacted] to expedite their receipt as they are requesting this to further review this matter.I have researched the account and found you enrolled in the Master of Arts in Education/Secondary Teacher Education degree program and began courses on September 16, 2014. We regret that you feel you have not received the type of education desired. Every one of the University's faculty members, whether Online or on ground, has to meet the same minimum requirements to teach with the University. They each hold at least a Masters degree and work in the field they are contracted to teach. Each faculty member is put through the University's faculty training program and is assigned a mentor during the first two classes they facilitate. Only after a positive mentor review are they allowed to facilitate on an individual basis. The classroom materials and curriculum are developed by the University, and each faculty member is reviewed after each class. This allows the University to terminate any faculty member's contact if they do not meet the University's requirements. We do have staff members who can monitor classrooms and correct anything the faculty member may not be doing to University standards; however, it is the student’s responsibility to advise his/her counselor of issues related to this matter within the timeframe specified in the University catalog. According to the Student Financial Agreement on file you selected Tuition Deferral as the primary payment option. Under the Tuition Deferral payment option payment for courses are automatically charged to the card on file after 60 days of the course start date.You earned one credit with the successful completion of the COM/516 course which began on September 16, 2014. The charge for this course is $585.00 which was due on November 17, 2014. Your card was incorrectly charged on September 18, 2014. Your card was refunded on September 29, 2014. It was again incorrectly charged on September 30, 2014. Your card was refunded on October 9, 2014. You reached the November 17, 2014 due date and your card was charged on November 19, 2014.In the MTE/501 course which began October 7, 2014 you posted attendance up through week two of the required four weeks. The charges for this course is $1,170.00 for tuition and $122.76 for the course materials fee. Records show the appropriate drop adjustment of $585.00 was applied to this course per the institutional refund policy in the University Catalog. The following is from the University Catalog:Students 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 are eligible for a pro-rata refund.Example of a refund on attendance for a 6-week course:Attend 1 week 83% refund dueAttend 2 week 67% refund dueAttend 3 week 50% refund dueAttend 4 week no refund dueYou attended two weeks of a four week course or 50%. As such 50% of the tuition charged for the course was refunded. This left a balance of $707.76 which was due on December 6, 2014. You reached the December 6, 2014 due date and your card was charged on December 8, 2014. Records show you spoke to [redacted] on December 8, 2014 who advised you the balance due had been resolved by the automatic credit card payment.Length of courses, Tuition rates, and refund policies are disclosed in the student catalog. I could find no evidence of misrepresentation. Attendance in class is voluntary and constitutes the acceptance of services provided as well as the applicable tuition and fees. Your signature on admissions and finance documents is your agreement with University policy and financial obligations associated with enrollment at University of Phoenix. Your signature on the Student Finance Agreement verifies your understanding you would be financially responsible for all incurred costs, regardless of the selected payment option. Copies of enrollment documentation may be requested by calling the University Registrar at ###-###-####.Per your request we have removed the card on file, placed your phone numbers in a do not contact status, and deleted your email addresses. However, we respectfully deny your request for a refund of the MTE/501 course costs.I 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]Executive Account AnalystUniversity of Phoenixcc: Student file; [redacted], Director of Campus Financial ServicesEnclosed: FERPA release form, Student Account History

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,

RE: [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, Tondra C[redacted], MBA/HRM Senior ManagerUniversity of Phoenix Office of Dispute Management  [redacted]

Thank you for providing us with the opportunity to review this student's additional concerns.
Please be advised that we have responded to her via the mailing address provided in her complaint.  This reply was mailed on 09/29/2016. 
Kind regards,
 
Tondra R[redacted], MBA/HRM
Senior Manager
University of Phoenix
Office of Dispute Management 
[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: 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,

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 appreciate all the help and understanding I have received from [redacted] from the University of Phoenix, I feel things are moving on the right track, however i don't feel comfortable with closing the complain until I have received my new evaluation and I know for sure where I stand.  I am very happy with the help I have received so far but as you can understand I would like to get things completely cleared before moving forward.

Regards,

No disrespect to you Ms. [redacted], but there is a confusion and a misunderstanding going on.  Let me help clarify some things to get the story more accurate. In your reply where you said, “The University can only hold an account for a limited amount of time and had to transfer your account to collections when payments were not received in a timely manner. After exhausting all avenues for collections, credit reporting is the final action applied to a student account.” I had not received anything notifying me that I owed any money. If anything I was talked down to with some disrespect when I made my choice to leave the University of Phoenix. I don’t know what avenues were exhausted to get in contact with me because I had known I owed money I would have worked on a payment arrangement earlier. Also, once I knew I owed money I worked towards paying off what I owed. Also, why is it that when I made the payment arrangement with the collection agency I was told I would have the debt removed from my credit report once I paid off the debt in full with a letter stating that in writing included, but once I completed payment I have not received this letter? I don’t understand when I call the collection company whom your company sent this debt to the collection company says they do not have my account on file, and to call the University of Phoenix? But when I call the University of Phoenix I get told there’s nothing they can do, given a fake phone number, or told the department who can help doesn’t want to take my call.  Logically speaking do you think there’s something wrong with that? Yes, my account is settled financially, but it is not settled with the agreement made upon paying the debt off. Being honest with you it looks really odd that with an agreement made to have my debt removed from my credit report after payment is made, the payments were made successfully, and the account is still on my credit report which I'm getting the hardest time about getting an agreement to be honored.

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,

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]

Good morning,

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,

 

 

University of Phoenix

Office of Dispute Management 

[redacted]

Mail Stop:  [redacted]

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

email:  [redacted]

Please see below the response that was emailed and mailed to the student on 2/16/16

From: Lisa A[redacted] (Exec Acct Analyst StAS) Sent: Tuesday, February 16, 2016 11:04 AMTo: '[redacted]Cc: Tedd G[redacted]Subject: Executive Relations Department Review

RE:  [redacted]    IRN: [redacted]

Dear Ms. [redacted],

Please find attached the formal review of your concerns.  A copy of the formal draft is being mailed to the address on file with enclosures. 

Thank you,

complaint ID#: [redacted]

Hello,

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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,

Dear Ms. [redacted]:

I am in receipt of your Revdex.com complaint and would like to address the concerns mentioned in your grievance letter regarding the November 6, 2013 Student Code of Conduct charge and imposed sanctions. As stated in your inquiry, you would like to be allowed to participate in commencement and return from suspension to complete your final course as soon as possible. 

I have reviewed your record and have found that the University of Phoenix Ethics Committee upheld the Code of Conduct charge and imposed sanctions as a consequence of that violation on January 13, 2014. You acknowledged receipt of the decision and imposed sanctions on January 13, 2014. As stated in the Code of Conduct decision letter, you were allowed ten (10) days from your receipt of the Decision Letter to file an appeal o the determination with the Student Discipline Review Committee (SDRC). If no appeal was received within the ten (10) days from your receipt, the Ethics Committee's decision would be final. I do not have record of an appeal being submitted to the SDRC. At this time you are outside of the ten (10) day timeframe. As such, your grade of "F" in [redacted] and the campus imposed six month suspension sanctions are final. Additionally, you may not resume coursework until you have successfully completed the sanctioned suspension period. 

Your request to be allowed to participate in commencement is respectfully denied. As stated under the Program tab on your Student webpage, within the Commencement section, to be eligible for participation in a University of Phoenix commencement ceremony, students must have a regular academic status. On January 13, 2014, your academic status was change to reflect Scholastic Suspension as a result of the imposed code of conduct sanctions. Once you complete the sanctioned suspension period, you will be eligible to return to a regular academic status. At that time, you may work with your Academic Counselor to determine your eligibility for participating in commencement. 

Regarding your concerns about being financially responsible for the retake of [redacted], after completing a thorough review of your concerns and student account, the University has agreed to offer you an Authorized F-Grade Tuition Credit (AFTC). The University will apply the AFTC in the amount of $1,455.00 to the October 9, 2013 [redacted] course when attendance is recorded in your next course. 

I hope you find this review informative. If you need guidance or have additional questions, please contact your Academic Counselor. Records show that a valid FERPA release is on file; as such a copy of this response has been provided to Ms. Alexandria Mosley of the Revdex.com of Central, Northern and Western Arizona. 

On behalf of the University, I wish you much success in your academic endeavors in the future. 

Best, 

Academic Research Analyst

Office of Dispute Management.