University of Phoenix

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

 

Regards,

The school should let you see the worksheet and I have been with my class for four years and I cannot graduate with them. I missed one paper which is the worksheet the other part of the class I done correctly and all this for that one worksheet. but about the rest of the work I have done in that class. I say just let me redo the worksheet over. I feel this is not fair my other class members have their cap and gown's and degrees I worked hard for these four years. I just do not understand for one worksheet that was not graded. So suspending me for six months and keeping me from graduating with my class is going to teach and do what now. Explain that to me.

RE: Revdex.com Complaint # [redacted]

Dear Ms. [redacted]

We are in receipt of the student’s incomplete 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: 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] 

RE: Revdex.com Complaint # [redacted]

 

Dear Ms. Nock,

 

Thank you for your follow-up message. 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,

 

University Relations Specialist

 

University of Phoenix

Office of Dispute Management 

Re:      Student IRN [redacted]            Revdex.com Inquiry Dear Ms. [redacted]: We received notice of your inquiry on June 30, 2015, regarding your account with the University of Phoenix. I would like to respond...

to your inquiry. In your inquiry you stated you have been attempting since February 2015 to get your transcripts sent to Law School Admissions Council. University records reflect you first requested copies of your transcripts be sent to Calhoun Community College on March 3, 2014. Then on March 6, 2015, you requested copies of your transcripts to be sent to Law School Admissions Council. University records reflect your requests were processed. However, we have requested that an additional Official Transcript be sent to Law School Admissions Council, as per your request in your inquiry. We regret you feel you were not provided with adequate service when requesting our transcripts. Although students may have differing experiences with our staff, we pride ourselves in providing the best customer service possible.  After completing a thorough review of your account, your request for a full refund is respectfully denied. However, the University will process a refund of the $7.00 payment you made in March 2015 to the [redacted] card the payment was made from. 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. If you have any further questions, please do not hesitate to contact us.Sincerely,  [redacted]Executive Account AnalystUniversity of Phoenix

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

RE: [redacted]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] Senior ManagerUniversity of Phoenix Office of Dispute Management  [redacted]Mail Stop:  CF-S907Phone  [redacted]  Fax  [redacted]email:  [redacted]

Hello Mr. [redacted]: Your [redacted] academic year was certified from 9/4/2012 through 7/30/2013, and a 12/12 credit split. This means you were required to successfully complete 12 credits to earn the first disbursement  prior to becoming eligible to receive the second disbursement, and an additional 12 credits to earn your second disbursement and complete the academic year requirements.  University records reflect you attended the following courses:  The [redacted], and [redacted] course all applied to your first disbursement period. The [redacted] course that started on 12/18/2012  did not apply to the first disbursement because you earned a non-passing grade and did not earn credits in the course towards your degree. When you completed the second attempt in the [redacted] course and the first attempt in the [redacted] course you had earned 6 credits towards the 12 needed to complete the second disbursement period requirements. However, you did not continue. The University recorded your last date of attendance at 5/24/2013. The documentation you submitted showed your orders were effective as of 8/23/2013. This was 3 months after your last date of attendance. As these orders, based on the dates, would have allowed you additional time to continue in your courses I do not find that they hindered your ability to attend class. However, if you have documentation that directly relates to the time you withdrew (May 2013), we would be willing to review this information once submitted. Until then, the balance on your account remains due. Sincerely,     [redacted]Executive Account AnalystUniversity of Phoenix[redacted]Mail Stop: CF-L402Phone ###-###-#### Fax ###-###-####[redacted].[redacted]@phoenix.eduLet’s get to workTMphoenix.edu | [redacted] | [redacted] | [redacted] | [redacted]

RE: Complaint # [redacted]

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

[redacted]

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.In review of University records, we found that you enrolled in the Associate of Arts Concentration in Foundations...

of Business (AAFB) degree program in December 2011, selecting financial aid (Title IV Funding) as your primary payment option. Your 2011/2012 financial aid application was last certified with an academic year/loan period of March 26, 2012 through July 15, 2013, and included a 12/12 credit split. This means you were required to complete 12 credits to earn the funds awarded in the first disbursement period, before becoming eligible for the second disbursement. Additionally, you were required to earn 24 credits to fulfill the academic year requirements. The first disbursements of $2,985.00 in unsubsidized loan funds, $1,742.00 in subsidized loan funds, and $2,775.00 in Pell grant funds posted to your account on April 9 and April 10, 2012.Tuition and fees for attendance in your first disbursement period totaled $5,195.80. An adjustment of $250.80 was applied to your account on August 6, 2012. The University issued a credit balance refund to you of $2,602.00 on April 13, 2012. You remitted a $45.00 payment on September 29, 2012. As a result, your account reflected a $0.00 balance upon the completion of the 12 credit requirement of your first disbursement period on October 1, 2012.After continuing your second disbursement period, the second disbursement of $2,985.00 in unsubsidized loan funds, $1,742.00 in subsidized loan funds, and $2,775.00 in Pell grant funds posted to your account on October 18 and October 19, 2012. The University issued a credit balance refund of $2,402.00 to you on October 24, 2012. 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. You did not complete the second disbursement period requirements when you did not return to class after dropping your HUM/176 class. Your last date of attendance was recorded as November 30, 2012. The University was obligated to perform a ROTIV funds calculation based on federal Title IV guidelines. The calculation is to determine the percentage of funds earned for the disbursement period, which is based on courses that were successfully completed. Courses that are retaken, withdrawn, or failed are not considered courses that were successfully completed. Through the ROTIV calculation, it was determined you were eligible to retain $3,861.00 of the $7,502.00 in Title IV funds disbursed to your account in your second disbursement period; however, as reflected on the enclosed account history, the University was required to return the remaining amount of $3,641.00 to the lender as it was considered unearned. While the funds returned reduced your account balance with the lender, it left a shortfall and balance due on your UOPX account.In your second disbursement period, you received a non-passing grade in COM/156 and you dropped HUM/176. The prorated cost of tuition and fees for your attendance in these courses totaled $2,550.00. As a result, your account reflected a balance due of $1,091.00 after unearned funds were returned to the lender. Please reference the following breakdown of your University account:Title IV Loan/Pell Grant Funds Disbursed ($15,004.00)Student Payments       ($45.00)Internal Adjustments     ($250.80)Total Credits ($15,299.80)Tuition/Fees  $7,745.80Credit Balance Funds to Student  $5,004.00Funds Returned to Lender  $3,641.00Total Debits   $16,390.80Account Balance  $1,091.00Records reflect you elected to return to the University, and were scheduled to start your second attempt of COM/156 on January 14, 2013. Upon your return the campus initiated a recovery of Title IV funds that were previously returned to your lender. The recovered first disbursement of $1,485.00 in unsubsidized loan funds and $327.00 in subsidized loan funds posted to your account on February 4, 2013. The recovered second disbursement of $1,485.00 in unsubsidized loan funds and $326.00 in subsidized loan funds posted to your account on February 7, 2013.   You once again did not complete the second disbursement period requirements when you did not return to class after dropping your second attempt of COM/156. Your last date of attendance was recorded as February 12, 2013. The University was obligated to perform a ROTIV funds calculation based on federal Title IV guidelines. Through the ROTIV calculation, it was determined you were eligible to retain $272.00 of the $3,623.00 you received in recovered Title IV funds disbursed to your account; however, as reflected on the enclosed account history, the University was required to return the remaining amount of $3,351.00 to the lender as it was considered unearned. While the funds returned reduced your account balance with the lender, it left a shortfall and balance due on your UOPX account.You dropped COM/156 after three weeks of attendance. The prorated cost of tuition and fees for your attendance in this course totaled $391.05. Your account reflected a prior account balance of $1,091.00. As a result, your account reflects a balance due of $1,210.05 after unearned funds were returned to the lender. Please reference the following breakdown of your University account:Recovered Title IV Loan Funds Disbursed ($3,623.00)Total Credits ($3,623.00)Tuition/Fees   $391.05Prior Account Balance $1,091.00Funds Returned to Lender $3,351.00Total Debits $4,833.05Balance Due $1,210.05Your 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, 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 Office of Admissions and Records at ###-###-####. The University recognizes your concerns regarding your account balance. 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 ROTIV calculation is completed. Records reflect you completed 0 credits in your second disbursement period. Therefore, the balance of $1,210.05 due to the University is a result of institutional charges that remained on your account after the ROTIV calculation was completed, as explained above. According to the Enrollment Agreement you signed on December 16, 2011, you acknowledged the following: I have received access to the University of Phoenix Academic Catalog during the admission application process. The catalog is also available on my student website (https://ecampus.phoenix.edu). I understand the requirements for my course of study are detailed in the catalog, which is considered part of this Enrollment Agreement. It contains admission and degree completion requirements; program objectives and length; tuition schedules; fees; and all policies, including those for cancellation or refund. I understand that it is my responsibility to read and understand the contents of the catalog and that I should ask questions if I do not understand something in it or need further clarification. For your reference, a copy of this letter will be sent to you via regular U.S. mail along with a copy of your electronically signed/dated Enrollment Agreement and Account History. Records reflect that during your enrollment campus representatives properly discussed your selected payment plan of financial aid, return to lender, and recovery of funds. On March 25, 2013, your finance representative explained via phone your account balance, return to lender, out-of-pocket obligations, and your options. You informed your finance advisor that you did not plan on attending anymore and could not do anything about the balance. Your finance advisor discussed the collection process. The campus can hold accounts for a limited time. When campus representatives exhausted all efforts to collect the balance due, your account was authorized for transfer to collections on March 26, 2013 for additional balance resolution efforts. Furthermore, on June 6, 2013, you contacted the campus regarding your account balance. Finance Representative Ms. Sharyn Depriest discussed your account balance and offered to send you an account breakdown. Ms. [redacted], we appreciate you taking the time to address your concerns and empathize with your personal situation. After completing a thorough review of your account, the University has found the balance due of $1,210.05 to be valid and correct. At this time we respectfully deny your request as we have determined that the University representatives provided proper guidance consistent with the status of your account and concerns at the time of your inquiries.The amount due to the University of $1,210.05 has been assigned to the collection agency Asset Recovery Solutions (ARS). If you would like to resolve the balance due of $1,210.05 now, please contact an ARS representative at ###-###-#### regarding payment options. With regards to your official transcripts, students are required to clear any indebtedness to the University before transcripts for any program will be released to the student or another educational institution. Once the balance due of $1,210.05 has been resolved and your account reflects a $0.00 balance, you may request your transcripts by contacting the Office of Admissions and Records at ###-###-####.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 e-Campus:  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.We hope you find this review informative regarding your account with the University and we wish you the best in all your educational and professional endeavors. If you have any further questions, please do not hesitate to contact us.Sincerely,Mayra M[redacted], MBACampus Complaint Officer

RE: Complaint Number [redacted] Thank you for...

your follow-up message. The University of Phoenix has reviewed this complaint submitted by Ms. Demlow 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]

RE: Revdex.com Complaint # [redacted]

 

Dear Ms. [redacted],

 

Thank you for your message. The University of Phoenix has reviewed this complaint. Please note a response was not issued to the complainant as she requested no further contact. In addition, we have not...

received the complainant’s completed FERPA Release form.

 

If you need additional details that will enable you to close this issue, please contact the complainant.

 

Best regards,

 

 

Dispute Operations & Title IX Administrator

 

University of Phoenix  

Office of Dispute Management 

Mailstop: [redacted]

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

[redacted]:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

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,

 

University Relations Specialist

 

University of Phoenix

[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 email. 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,

Hello, We have removed the student off of the distrubution list and suppressed all of their personal information. Thank you

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.

Greetings Mrs Garcia, after research I found my student IRN which is [redacted] Thank you

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,[redacted], MBA/HRM Senior ManagerUniversity of Phoenix

May 5, 2015Mr. [redacted] 

[redacted]RE: Student IRN:  [redacted]            Dear Mr. [redacted]:We received notice on April 29, 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 [redacted]  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]•         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 contacted the University of Phoenix in December 2014 regarding your interest in the Bachelor of Science in Accounting (BS/ACC) degree program, and the requirements needed to earn your Certified Public Account (CPA) certificate.  University representatives encouraged you to contact the Texas State Board of Accountancy to verify that the University’s online modality would be accepted towards your CPA Certification.  Records go on to show that you contacted the University of Phoenix again in April 2015 expressing your interest in enrolling in a single class offered by the University, COM/530, Communication for Accountants.  Your enrollment representative Mr. Brian N[redacted] explained to you that the cost of this class was $2,380.00 and was accompanied by a one time registration fee of $45.00, both of which would be due at least one week prior to the start of class.  University records reflect that you requested to be enrolled in the aforementioned class on April 8, 2015, and requested a start date of April 28, 2015.  Your registration fee of $45.00 was applied to your account on April 10, 2015.    Upon further review, University records show that you were contacted by a University Enrollment representative on April 16, 2015, informing you that based off of the information you provided on your Application for Admission, you were required to take an English proficiency exam, as your high school and prior college was completed at Spanish speaking institutions.  Records reflect you did not meet the minimum requirements for this test, and your campus representatives were unable to schedule you for the COM/530 class.Mr. [redacted], we regret any concern you may have experienced and appreciate you giving us the opportunity to assist you.  Unfortunately, it is required that you successfully pass the English proficiency test that is offered through [redacted] before you are eligible to be admitted into the University of Phoenix, based off the information that you provided in your application for admissions.  Please be advised that the University refunded the $45.00 registration fee that you had previously paid on April 28, 2015.  As a result, your account reflects a $0.00 balance and is considered to be paid in full.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,David D[redacted]Executive Account AnalystExecutive Relations DivisionUniversity of Phoenix Online cc: student file      Mr. Sam M[redacted], Director of Finance

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,