University of Phoenix

RE: [redacted]

 

 

 

Good afternoon,

Thank you for your message. The University of Phoenix has reviewed this complaint submitted by Mr. [redacted] and responded directly to the complainant on several occasions including a response to a Revdex.com...

complaint (#8[redacted]) received in 2010.

 

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  ###-###-####  Fax  ###-###-####

email:  [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

 

University of Phoenix

Office of Dispute Management 

[redacted]

Mail Stop:  [redacted]

Phone 

###-###-####  Fax  ###-###-####

email: 

January 20, 2015  [redacted]Atlanta, GA 31150 Re:  Student IRN [redacted]Revdex.com Issue Dear Mr. [redacted], We received your grievance January 13, 2015, of your complaint filed with the Revdex.com concerning your account with the University of Phoenix Online.  In order for our campus to remain in compliance with FERPA (Family Educational Rights and Privacy Act) regulations, the details of our review will not be forwarded to the Revdex.com without your written consent.  Based on the completed FERPA release form, a copy of this letter will be forwarded to the Revdex.com.  Please keep in mind that you may forward a copy of this letter to the Revdex.com to expedite their receipt as they are requesting this to further review this matter. In regards to your concerns, your most recent correspondence is duplicative of your original inquiry and offers no new information.  We previously responded to you concerning this information on January 13, 2014. As reflected in our previous response, we validated the balance due to the University of $384.00. As a customer service courtesy, we have agreed to waive the balance due to the University of $384.00.  The adjustments to your account will be completed within 14 business days, and your account will reflect a $0.00 balance. Furthermore, we have agreed to eliminate any derogatory information related to this account from your credit report.  We request you please allow up to 45 business days for the updates to accurately reflect with the credit reporting agencies. Please note we do not find a discrepancy in the University reporting your unpaid balance as an entry on your credit report to the credit reporting agencies.  The University reserves the right to apply its standard procedures to collect the balance due on your account. After exhausting all avenues for collections, credit reporting is the final action applied to a student’s account.  In reviewing your file, the actions of the University are not in violation of the [redacted], or the [redacted]. The University is very aware of its requirements to stay in compliance with these laws and takes careful measures to ensure the accuracy of its reporting. Please review the enclosed response that was sent previously and file this in your records.  Unless further inquiries include requests for new information and/or documentation, this will serve as the University’s final response.  If you have any further questions, please do not hesitate to contact us. Sincerely, [redacted]Executive Account AnalystExecutive Relations DivisionUniversity of Phoenix Online cc: student file Mr. [redacted], Director of Finance   [redacted]

RE: Complaint Number [redacted] Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by Ms. W[redacted] and responded directly to the complainant. ...

  Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required written authorization.   If you need additional details that will enable you to close this issue, please contact the complainant.   Best regards,     Tondra R[redacted], MBA/HRM Senior Manager University of Phoenix Office of Dispute Management  [redacted] email:  [redacted]

Dear Ms. [redacted]:This letter is in response to your inquiry, submitted through the Revdex.com (Revdex.com), regarding your financial aid application.You enrolled in the Medical Records Certificate program in December 2015 and selected financial aid as...

your payment option.  The University was unable to facilitate the certification of your loan application as you submitted an official withdrawal notice before the process was complete.  Students must be in full time attendance in order to qualify for federal Title IV funding.You posted one week of administrative attendance in HCS/131 beginning January 19, 2016, and the cost of the class was prorated accordingly.  The drop/refund policy is outlined in the student catalog, and the following is noted: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 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.Example of refund on attendance for a 5 week course:Attend first week 80% refund dueAttended through 2nd week 60% refund dueAttended through 3rd week 40% refund dueAttended through 4th week no refund dueThe balance due on your University of Phoenix account is for the following:HCS/131 January 19, 2016 $246.00rEsource HCS/131 January 19, 2016 $140.00 BALANCE DUE $386.00The 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.  I have included a copy of your signed SFA for your review.  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 480-643-1600.  You may 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 directly if you prefer.Please contact your finance advisor regarding payment options.Sincerely,Margaret I[redacted]Executive Account AnalystUniversity of Phoenix

It has stated that I would receive a letter from them and I have not received nothing from them at all.

RE: Revdex.com Complaint # [redacted]

 

Dear Ms. Mosley,

Thank you for your follow-up message.

The University of Phoenix has reviewed this complaint and responded directly to the complainant via [redacted] mail. Due to privacy laws the University of Phoenix...

cannot release the results of our findings or communications with the complainant without the required written authorization.

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

Best regards,

[redacted]  

[redacted] 

[redacted] 

[redacted] 

RE: Revdex.com Complaint # [redacted]

Dear Ms. Mosley,

Thank you for your follow-up message.

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

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

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

Best regards,

[redacted]  

[redacted] 

[redacted] 

[redacted] 

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

March 28, 2016[redacted] S [redacted]1068 Creatwood CircleSmyrna, GA 30080RE: Account IRN: [redacted]Dear Mr. [redacted]In response to your inquiry received through the Revdex.com March 21, 2016, this letter serves to verify your prior attendance in classes in the MBA degree program at 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/portal/portal/public/login.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.I have researched your account and found you had a valid balance due of $795.51 as of November 01, 2011 for two weeks out of six in attendance met in your MGT/521 course prior to your withdrawal from the University. According to University records, you were aware of the balance due and had been advised of the collections process that would ensue should the balance not be resolved within a timely manner. Records show that this balance was not resolved within the 90 day period allotted for campus collection efforts and your account was transitioned to third party collections on May 19, 2010 for continued collection efforts. Research shows that when you began attending with the University, you opted to utilize Federal Title IV funding (financial aid) as your primary payment option. In order to utilize this option, each student is required to use the funds provided in an effort to complete the designated disbursement requirements (credits, weeks of instruction and calendar days) in order to “earn” said funds. Unfortunately, University records show that you withdrew from your MGT/521 course and the University prior to the completion of your financial aid certification. The decision to remain out of attendance meant that you were ineligible for Title IV funding (financial aid) as these funds cannot be awarded to a student no longer in attendance. It is important to note that attendance within a week of instruction is constituted by posting into any forum in the classroom environment on two separate days of the week. Each week that attendance is met becomes a financial obligation of the student, as outlined in your student catalog. You acknowledged receipt and understanding of the student catalog on your signed/dated student finance agreement and your enrollment agreement.Review of your account shows that your MGT/521 course was initially invoiced at $2145.00 in tuition ($715.00 per credit hour for 500 level courses at online, and $123.05 per course rEsource fee, including tax) for a total cost of $2268.05. Records show that you received a tuition discount of 5%, which discounted the cost of tuition to $2037.75, plus your resource fee ($2160.80). Upon your premature withdrawal from the course, your tuition was reviewed and prorated to match the “actual” weeks of attendance met in accordance with the University Institutional Refund Policy, located in the consumer guide section of your student catalog.  Your tuition was reduced from $2037.75 to $672.46, adding your resource fee of $123.05 to the balance left you with a total outstanding charge of $795.51, leaving you responsible for the remaining tuition and resource fees assessed to your account ($795.51). Records show that you entered into a payment plan with the campus in which you agreed to make payments of $100.00 each month until resolved in full. Records show that you were informed that any breach of the payment arrangement would result in your remaining balance due being forwarded to outside collections for continued resolution efforts. Unfortunately, your first agreed payment date passed without receipt of payments, which resulted in your account being transferred to outside collections on December 08, 2011. Records show that a payment of $100.00 was received on January 04, 2012 and a second payment of $100.00 was received on February 24, 2012 through payments made directly through your student account, thus reducing your outstanding balance due to $595.51. Unfortunately, no additional payments were received, resulting in the remaining balance of $595.51 being “charged off” and credit reported as bad debt for non-payment on February 24, 2012.  University records show that you entered into a settlement agreement with the designated third party collections agency (Asset Recovery Solutions) in which you made a single settlement payment in the amount of $420.00 on August 07, 2013. The remaining balance of $175.51 was written off by the University of Phoenix on August 07, 2013 in accordance with the terms of your settlement agreement. Once all payments and adjustments were completed, your account was returned to the campus from outside collections in good standing with a zero balance.  University records show that your credit report was updated to reflect an updated status of “paid charge-off” at the time of your settlement (August of 2013). It is important to note that settling or resolving a debt through settlement/payment in full after an account has been charged off does not result in the removal of a derogatory line item, but rather, results in an update to the status to reflect the paid or settled status for the amount of time as designated by the credit reporting agencies. In your inquiry you requested to have the line item associated with your University account removed from your credit report. Because the University has a vested interest in its students both past and present along with their personal and educational goals, we have agreed to grant a one-time removal of the negative line item from your credit report as a goodwill gesture. Please note that it may take up to 30 days for your credit report to reflect the change in status or removal of the line item.  Please note that any future balances with the University remain your responsibility in accordance with University service agreements. We hope that this action serves to aid you. A formal copy of this response has been mailed to the physical address provided on your student account and includes copy of your student account history to date, your student finance agreement and your enrollment agreement for your records and review. Please contact us if you have further questions or concerns. Sincerely,Barb S[redacted]Executive Account AnalystUniversity 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.[No, I am not satisfied with the resolution because there was no resolution offered. I was charged $446 for dropping [redacted] during week two, which I accepted. I made the first initial payment of $148, and was scheduled to make 2 more payments of $148 to resolve the issue. It was during this time of scheduling a payment option, I was told, "If you had dropped the course before the end of week 1, you would not have been charged." The next two courses, [redacted] were both dropped before the end of week one. The University of Phoenix representatives then told me because I post my bio, (which consisted of saying, "Hi, I'm [redacted]. I live in Effingham, IL, and I'm a Computer Science major. Nice to meet you!"), I would have to pay another $480 per course, totaling $1338.00, minus the $148 I paid, and minus the $15.93 the VA paid, totaling $1,174.07. The University of Phoenix lied to me. I would happily accept to pay the remaining balance of $296 for the first course I dropped ([redacted]), but the remaining balance is again unethical, immoral, erroneous, unacceptable, and misleading by the lies I was told by the University of Phoenix.]

Regards,

Good afternoon, We are in receipt of Mr. [redacted]'s additional comments and would like to confirm that we do indeed support our Active Duty Military and Veterans.  Please note the following excerpt from our prior response: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. We often have students deploy and provide documentation of such.Once we have received this documentation from Mr. [redacted], we will conduct an additional review to consider this information.Kind regards, Office of Dispute ManagementUniversity of Phoenix  phone: ###-###-####|  fax: ###-###-#### |  email: [email protected]

Revdex.com Complaint ID# [redacted]The University of Phoenix has reviewed this complaint and responded directly to the complainant via [redacted] mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required...

written authorization. If you need additional details that will enable you to close this issue, please contact the complainant. Best regards, [redacted], MBA/HRM Senior ManagerUniversity of Phoenix Office of Dispute Management

the school knew well about the background and still allowed me to go to achool. I believe that the only resolution is to have these loans discharged due to the deceptive ways in which they still allowed me to accrue thousands of dollars in debt to line their own pockets with. Fedloan has agreed to work with me if I had a letter on their letterhead along with documentation about how my background would bar me from acquiring a job within the field of study

RE: Complaint Number [redacted]

black; FONT-SIZE: 10pt">Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by Ms. L* 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 

4[redacted]

ID#: [redacted]

Hello,

size="3">

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,

Good afternoon, Mr. [redacted].

We received your grievance December 23, 2013, 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.

In order for our campus to remain in compliance with FERPA (Family Educational Rights and Privacy Act) regulations, the d : tails 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 FBRPA 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]

• Click on the Program tab

• Under 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.

After completing a thorough review, I find you elected to reenroll with the University and began the single course ACC/[redacted] in anon-degree progran1in November 2013.  You selected the Tuition Deferral Plan as your primary payment option. As a result, the University agrees to defer payment for tuition and course materials fees until 60 days from each course start date. The credit card on file will be automatically charged upon expiration of the deferral period. You are responsible for the payment of tuition and course materials fees regardless of the receipt of payment from your employer.

You began your ACC/[redacted] course on November 12, 2013; however, after meeting three weeks of attendance you elected to be withdrawn from the course. The University recorded your official last date of attendance as December 03, 2013. Fees for your attendance in your ACC/[redacted] course totaled $2,335.00; however, the campus processed a drop adjustment of$1,110.00, leaving a net total for your attendance of$1,225.00.

Records reflect the University received a payment of $1,225.00 on December 04, 2013; however,

it was returned and considered a chargeback due to a cardholder  dispute.  The University

received your last payment of$1,225.00 on December 17, 2013. As a result, your a.ccot10t with the University has been paid in full and reflects a $0.00 balance.

Upon further review, we also recognize your academic concerns regarding your ACC/[redacted] course and request to be refunded.. You provide details regarding your concerns with providing screen shots of your assessments rather than the overall score, which was required by the faculty.

We acknowledge that you were having problems getting to a screen to show your results.  As you state in your grievance, you reached out to Wiley directly as well as our Technical Support Center. You informed the Academic Counselor (AC) that these attempts did not render a resolution at which time she suggested that you use Google Chrome or Firefox. After following this suggestion, you notified her that this worked, however, would not resolve the issue with prior sessions. While you subsequently requested to drop the course, your Academic Counselor did encourage you to move forward with completion. She advised that if needed, she would provide assistance with filing a grade grievance but would be unable to do so if you decided to

drop the course. She provided specific instructions regarding how she could assist in having the faculty member reviewed if you provided feedback for her to submit and continuously •

encouraged you to see the course through to completion.

Following a review of your grievance, research into the classroom and the correspondence with the campus, we find that the campus provided guidance consistent with the status of your account at the time of your inquiries. We did, however, find that there was room for

improvement in support on the part of the faculty and as such, we are processing a partial refund in the amount of $612.50. This will be credited back to your [redacted] ending in [redacted].

We appreciate you taking the time to provide the details of your concern and regret that we have not met your service expectations. It is our hope that the information above helps create a

greater understanding of how we have reached our final decision.

Sincerely,

Associate Director

University of Phoenix

Office of Dispute Management

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 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] 

September 23, 2016
 
 
Ms. [redacted]

 
 
RE: Student IRN: 9015810470 Revdex.com (Revdex.com) Inquiries
        Revdex.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.
 
In review of University records, we found that you reenrolled in the Bachelor of Science in Business/ Concentration in Accounting degree program in September 2013. According to your Student Financial Agreement, you elected to utilize financial aid (Title IV Funding) as your primary payment option.
 
Your 2013/2014 financial aid application was awarded with an Academic Year/Loan Period start date of December 10, 2013. The first disbursement of $2,968.00 in unsubsidized loan funds, $1,732.00 in subsidized loan funds, and $2,823.00 in Pell grant funds posted to your account between January 15 and February 6, 2014. On January 14, 2014, Federal Supplemental Educational Opportunity Grant (FSEOG) funds posted to your account in the amount of $250.00. The second disbursement of $2,968.00 in unsubsidized loan funds, $1,732.00 in subsidized loan funds, and $2,822.00 in Pell grant funds posted to your account on May 24 and May 27, 2014. On May 27, 2014, Federal Supplemental Educational Opportunity Grant (FSEOG) funds posted to your account in the amount of $250.00   
 
You were issued credit balance refunds totaling $5,347.97 between February 11, 2014 and June 1, 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.     
 
The total tuition and fees you accrued for the enrollment dates starting on December 10, 2013 through your last date of attendance on August 19, 2014 was in the amount of $8,332.35. Tuition and fees were calculated in accordance with the attendance and finance policies detailed in the University Catalog available on the student website.
 
You did not successfully complete the Academic Year/Loan Period due to falling out of attendance longer than the allowable days in length. The University is obligated by Federal Title IV guidelines to recalculate the loan to determine the percentage of earned eligibility. The University was required to return $3,087.00 of unearned funding to the appropriate federal financial aid program(s). This created a shortfall in the amount due of $1,222.32. The enclosed Student Account History provides details of your charges and payments including: financial aid and returns of financial aid funds. Any reference to Write-off on this summary refers to non-collectible debt that is considered due the University.
 
When the University was unsuccessful in resolving the balance, the account was then transferred to collections for further collection efforts. The University reserves the right to apply its standard procedures to collect the balance due on the account. After exhausting all avenues for collections, credit reporting is the final action applied to a student’s account.
 
Your attendance in class is voluntary and constitutes accepting the services provided, and acceptance of the applicable fees. You had signed documents for your admissions to the University, agreeing with the policies provided and the financial obligations associated with enrollment with University of Phoenix. You may request copies of these and other enrollment documents by calling 1-800-866-3919.
 
After completing a thorough review of your account, the University has found the balance due of $1,222.32 to be valid and correct. If you would like to resolve the balance due of $1,222.32 now, please contact Asset Recovery Solutions (ARS) at 877.402.8335 regarding payment options. When your balance is paid in full, the appropriate agencies will be notified and any necessary credit bureau updates will be initiated. 
 
We appreciate you taking the time to address your concerns. As a student who utilized Title IV funding during your attendance, it is important to note balances owed to the University are separate from lender repayment amounts. The balance being reported by the University of Phoenix is comprised of tuition and fees due to the University that were left uncovered as a result of the required return of financial aid to your lender at the time of your withdrawal.
 
At this time, we have determined that the University representatives provided guidance consistent with the status of your account and concerns at the time of your inquiries. The amounts due to the University and to your lender are two separate amounts that require the resolution of a debt. We encourage you contact the assigned collection agency, and your lender for further assistance. 
 
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 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 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,
 
 
Mayra M[redacted]
Campus Complaint Officer
Executive Relations Department
University of Phoenix
 
Cc: Student File; Asset Recovery Solutions; Allison White, Director of Finance
 
Enclosure

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, Tondra C[redacted] Senior Manager University of Phoenix Office of Dispute Management  [redacted]