University of Phoenix

RE: Complaint Number [redacted]

Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by Mr. S[redacted] and responded directly to the complainant.

 

size="+0">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 follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via [redacted] mail. Due to privacy laws the University of Phoenix cannot release the results of our...

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

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

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

RE: Revdex.com Complaint # [redacted]

Dear Ms. Mosley,

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,

 

[redacted]  

[redacted] 

[redacted] 

[redacted] 

RE: Revdex.com Complaint # [redacted]

 

Dear Ms. Mosley,

The University of Phoenix has reviewed this complaint and responded directly to the complainant via [redacted] mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or...

communications with the complainant without the required written authorization.

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

Best regards,

[redacted]  

[redacted] 

[redacted] 

Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via[redacted] mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required...

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

Good morning, [redacted],This e-mail is in response to your inquiry regarding your University of Phoenix account. Your 2013/2014 aid year application for financial aid was certified with an end of program academic year of 11/12/2013–10/07/2014 and a 12/15 credit split. This...

means that you needed to successfully complete 12 credits to qualify for the second disbursement and 27 credits to fulfill the attendance requirements of the academic year. You were sent an award letter dated November 4, 2013 outlining the amounts awarded and the estimated disbursement dates. As you were nearing your aggregate loan limits, the award was prorated accordingly and your finance advisor discussed the shortfall of funding with you in a phone call on January 29, 2014. You were sent information regarding private loan options in July 2014. You requested a payment plan and agreed to make $200.00 a month paymentson September 10, 2014.The campus generally does not hold a delinquent account longer than 90 days, but records indicate that your advisor’s manager agreed to hold the account provided that you continued to make consistent payments. The account was transferred to collections after a payment was not received in January 2015. The account for the academic year is outlined as follows:Total Cost of Tuition/Fees $16,650.00Title IV Funds disbursed - $ 9,635.00Payments received from student - $ 1,910.00Credits or Adjustments - $ 1,850.00TOTAL CREDITS $ 3,255.00Regarding your request for the University to waive the remaining balance due and release your diploma, we have carefully considered your concerns, but must respectfully deny your appeal. The campus maintains that the balance is valid as 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 (SFA) verifies your understanding you would be financially responsible for all incurred costs, regardless of the selected payment option. The University has contracted with Reliant Capital Solutions to collect on this balance. Please contact them at ###-###-#### regarding payment options. Once the balance is paid/settled in full you may request your transcripts and diploma by calling the Office of Admissions and Records at ###-###-####. I hope you find this review informative regarding your account with the University. Please feel  free to contact me at this e-mail address if you have any questions concerning your account.Thank you,[redacted]Executive Account Analyst

Dear [redacted]:We received notice on December 8, 2014 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 [redacted] regulations, the details of our review will not be forwarded to the Revdex.com without your written consent. If you wo uld like us to disclose the results of our review to the Revdex.com, please complete the attached [redacted] Release Form and fax it to [redacted] . If yo u still have access to your student webs ite, yo u can submit this form electronically as outlined in thefollowing 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.After completi ng a thorough review, Ifind that you enrolled in March 2010 selecting Financial A id as your primary payment option. Your application was last certified for the academic year of August 8, 2011 through Apr il 30, 2012 and a 12/12 credit split. This means you were required to earn 12 credits to become eligible for the second disbursement, and you were required to earn 24 credits to fulfill the academic year. The first disbursement of $2,985.00 in unsubsidized funds, $2,239.00 in subsidized funds, and $350.00 in [redacted] funds posted to your account between September 9 and September 19, 2011.  Tuition and fees for your attendance in your first four classes totaled $4,924.64.  Additionally, because the funds disbursed exceeded the anticipated fees for your attendance in the first disbursement  period, the University released refunds to you totaling $649.36 between September 15 and September 22, 2011.  Records reflect these refunds cleared your account between September 16 and September 26, 2011, respectively. As a result, your account reflected a $o.oo upon the completion of the 12 credit requirement of your first disbursement  period.Upon further review, University records indicate that you completed the 12 credit requirement of your first disbursement period on December 11, 2011. Your second disbursement of $2,985.00 in unsubsidized funds, $2,239.00 in subsidized funds, and $350.00 in [redacted] Grant funds posted to your account on January 13, 2012.University records reflect you did not complete the disbursement  period when you were out of attendance longer than the allowable 29 days after dropping your HCA/230 and MAT/116 classes. The University recorded your last date of attendance as March 27, 2012. The University was obligated to perform a Return of Title IV Funds (ROTIV) calculation based on Federal Title IV guidelines once you were out of attendance longer than the allowable 29 days. 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 $3,112.00 of the $5,574.00 in Title IV funds disbursed to your account; however, the University was required to return the remaining $2,462.00 in funds to your 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 account with the University. The prorated tuition and fees for your attendance in your next four classes totaled $3,271.64. Additionally, because the funds disbursed exceeded the anticipated fees for your attendance in the second disbursement period, the University released a refund to you for $649.36 on January 19, 2012. Records reflect this refund cleared your account on January 20, 2012, respectively. Because of your withdrawal from your program, you were no longer eligible to retain all of the refunds that were sent to you. As a result, your account reflects a shortfall and balance due of $809.00.[redacted], after completing a thorough review of your account, I find the balance due of $809.00 is valid and correct. Your attendance in class is voluntary and constitutes accepting the services provided and your acceptance of the applicable fees. You were provided with the academic and financial policies in the student catalog and upon enrollment. You were also provided with information regarding the costs of tuition upon enrollment. You signed documents for your admissions to the University, which included your acknowledgement of the hardware and software requirements for attendance, and your agreement with the policies provided and the financial obligations associated with enrollment in the University of Phoenix Online. You may request copies of these and other enrollment documents through the University Services office at [redacted].The campus can hold accounts for a limited time. 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 15, 2012. As we find the balance valid, your account will remain with the designated collection agency until the remaining balance of $809.00 is rectified. If you would like to remit payment now, please contact a collections representative at [redacted]. Once this balance has been satisfied, you may request a copy of your transcripts.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]Executive Account Analyst Executive Relations Division University of Phoenix Onlinecc: student file[redacted], Regional Director of Finance

We received notice of your inquiry on August 20, 2014, 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 2012 utilizing...

the Military Billing plan as your primary payment option and the Federal Financial Aid plan as your secondary option.  Your financial aid application was certified with an academic year of September 4, 2012 through July 30, 2013, and 12/12 credit split.  This means you were required to successfully complete 12 credits to earn the first disbursement, and 24 credits to complete the academic year. Your first disbursements $2,775.00 in [redacted] funds posted to your account in November 2012. You earned the 12 credits required for the first disbursement period and continued into your second disbursement. Your second disbursement of $2,775.00 in [redacted] funds posted to your account in April 2013. Additionally, payments from the military totaling $12,855.00 posted to your account between September 2012 and July 2013.University records reflect you successfully completed 6 credits towards the second disbursement requirements before falling out of attendance for a period greater than the allowable 29 days. The University recorded your last date of attendance as May 4, 2013. The University was obligated to perform a Return of Title IV 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 and weeks of attendance.  Courses that are failed or courses which a student drops are not considered successfully completed courses. It was determined you were eligible to retain 100% of the first disbursement in November 2012 and $1,329.00 of the [redacted] funds disbursed under the second disbursement in April 2013. However, the remaining $1,446.00 in [redacted] funds from April 2013 was required to be returned as it was considered unearned. This created a balance owed on your student account. Tuition and fees for your enrollment and attendance during the academic year totaled $12,855.00. Additionally, the University sent you credit balance refunds totaling $5,550.00 in [redacted] funds between December 2012 and April 2013, in anticipation of your completion of the academic year requirements. The credit balance refunds for [redacted] were sent to you prior to you earning the funds. As such, when you dropped without completing the 12 credits required to earn the second disbursement, the University was required to send a portion of the funds back to Department of Education. Since the University had already sent the funds to you, the balance was created on your student account because you were no longer eligible to retain the full credit balance refund issued to you.  The shortfall and balance due on your account is $1,446.00, as itemized on the enclosed account history. 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 February 10, 2014, for further collection efforts. On August 11, 2014, the University charged off the balance owed as non-collectable. However, this action did not negate the balance owed. 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: [redacted] S. Riverpoint Parkway, Phoenix, Arizona 85040.Based on our thorough review of your account we determined the balance owed of $1,446.00 is valid and correct. In your inquiry you stated your military deployment was the result of your withdrawal. In order for the University to include this information in the review of your account, you will need to submit supporting documentation regarding when your deployment started. Once this documentation is received, we will re-review your account to include this information. Otherwise, if you would like to resolve this balance now please make payment via your student website, or you may contact [redacted] at ###-###-#### to discuss your payment options. Once the balance is paid in full your account will be returned to the campus from collections and the credit bureaus will be notified to update their records to reflect a paid charge off. However, as the balance is valid, the information will remain on your credit report for the duration determined by the credit reporting agency. 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.Sincerely,[redacted]Executive Account AnalystUniversity of Phoenix

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

Dear Mr. [redacted],We received your grievance June 15, 2015, of your complaint filed with the Revdex.com concerning your account with the University of Phoenix Online.  In response to your concerns, I would like to offer clarification on the status of your account and...

provide you with a copy of your official account history.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, we find you elected to reenroll with the University and began courses in your Bachelor of Science in Criminal Justice Administration/Management (BSCJA/M) degree program in July 2013.  You selected the Military / Government payment plan as your primary payment option and the Cash plan as your secondary payment option. During the period of October 2013 through February 2014, the University did receive your payments totaling $3,380.00.  From these funds, the University agreed and processed the refunds to you totaling $2,905.00 on March 19, 2014.    During the timeframe in question, and when your funds were refunded, you attended and completed the following courses: CJA/304, CJA/314, CJA/324, CJA/334, and CJA/344.Fees for your tuition in these courses totaled $4,225.00.  The University received military payments for these courses totaling $3,750.00 between December 2013 and June 2014.  As a result, all previously mentioned courses were paid in full each reflecting a $0.00 balance. For the payment received October 24, 2013, you only received a partial refund of $370.00, as the remaining amount of $475.00 was applied to the course materials fee for five of your courses listed above each at $95.00.  The two payments received December 2013, and your payment received February 2014, were all refunded to you each in the amount of $845.00.You began your CJA/344 course on March 11, 2014, and no payment for the course material fee had been received. On March 19, 2014, you had inquired regarding the double payments from your credit card and tuition assistance.  You requested to have your credit card refunded for the excess amount.  The advisor confirmed with you the amount to be refunded would be $2,905.00.  Your assigned advisor was notified, all refunds were processed, and your account accurately updated.  Prior to the request being processed, from your October 24, 2013 payment, $95.00 was applied to the course materials fee of your CJA/344 course.We appreciate you making us aware of your concerns.  Although each student experiences many different situations, our staff prides itself in providing the best possible customer service. Should you have any further questions or concerns, do not hesitate to contact us. Sincerely,[redacted]Executive Account AnalystExecutive Relations DivisionUniversity of Phoenix Onlinecc: student file       Mr. [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 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. Garcia, Thank you for your follow-up message. The University of Phoenix has reviewed the complainant’s additional concerns and responded directly to the complainant via USPS mail. As we are in receipt of the student’s completed FERPA release form, a copy of the response has been emailed to you today.   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.

This is simply a typed statement of what I am being "told" I owe. I would like to see my attendance hours showing insufficient hours of log in time for the attendance issue they claim I had. I also have my printout from my student loan ledger  showing that all the grants and loans they claim I receive for classes I did not attend were in fact rescinded and are listed as not disbursed. I have from their office just last month an account notice that says no balance owing and they have never contacted me in regards to this balance in writing or by phone. I actually have phone ledgers and emails from a Mr. [redacted] who attempted on many occasions to re-enroll me for classes at the University of Phoenix. The first I was told about a balance was when I called for my transcript. I have received no collection letters, collection calls or any contact initiated by the University of Phoenix regarding this balance they now say I owe. When I call I am told they do not have the information, yet they insist on talking to me to "come back". I have a right to receive a copy, not a typed statement--but a copy of the invoice that I requested yet was responded showing $0 balance owing which was sent as a part of my original complaint.

Regards,

RE: [redacted] – Ms. [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], MBA/HRM Senior ManagerUniversity of Phoenix Office of Dispute Management

May 21, 2015Mr. [redacted], Concord, NC 28025, USRe:  Student IRN [redacted]Dear Mr. [redacted]:We received notice of your inquiry on May 14, 2015, concerning your account with the University of Phoenix Online.  According to our records, we previously responded to you concerning this information on March 26, and May 4, 2015 (copies enclosed).  This “new” request is duplicative and contains no new inquiries regarding your student account with University of Phoenix.Throughout the University’s prior correspondence, we have identified the discrepancy in the credits which you listed on your application for admissions into the University of Phoenix, against the actual credits that were transferred over at the time of matriculation.  Furthermore, we acknowledged the conversation that you had regarding the possibility of changing concentrations in the Bachelor of Science in Information Technology degree program in which you were enrolled.  While both of these issues may have created a distraction for you in the pursuit of your degree, neither of these issues had any effect on your attendance in class, or the balance which came as a result of your withdrawal.University records reflect that you completed your first class, [redacted] on July 28, 2014.  The next subsequent class of your degree program was interrupted due to the discrepancy in transferrable credits that you listed on your application for enrollment.  It is your responsibility to provide accurate information throughout all application documents at the time of your enrollment; however since this discrepancy was identified at the time of matriculation, the University was able to modify your schedule to prevent any duplicative classes for which you may have already earned credit.Your Finance Advisor, Ms. [redacted] contacted you on August 14, 2015 to explain to you that you were financially cleared to begin the next subsequent class of your program.  During your conversation with Ms. [redacted], you expressed your desire to withdrawal from the University, due to your frustration over the application process for [redacted].  Mr. [redacted], we regret that your experience at the University of Phoenix was not a positive experience for you.  After completing an exhaustive review of your account, we have found that the issues which you have expressed in your complaint with the Revdex.com were a result of the inaccurate information that you listed on your application for admission, and missing application documents that are required before you can be awarded any [redacted].Your departure from the University of Phoenix prior to obtaining the [redacted] that you elected to use as your primary payment option, left you with an unpaid balance of $1,286.65.  The University maintains that this balance was valid and correct, however as a gesture of customer service, we have waived this balance in full as of May 6, 2015.  As indicated in our previous response to you, this balance in now considered to be paid in full, and your account reflects a $0.00 balance.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 AnalystUniversity of Phoenix Onlinecc: student fileMr. [redacted], Director of Finance

RE: Revdex.com Complaint # 11096334

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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. 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, 

 

RE: Revdex.com Complaint # [redacted]

 

Dear Ms. Mosley,

 

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

results of our findings or communications with the complainant without the required written authorization.

 

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

 

Best regards,

 

 

[redacted] 

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

Office of Dispute Management