University 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 we have not been provided with any new information to override the previous decision made in this matter, the University’s position stands.

 

In addition, we are in receipt of the student’s invalid FERPA Release form. As such, the University of Phoenix is unable to release the results of our findings or communications with the complainant at this time. If you need additional details that will enable you to close this issue, please contact the complainant.

 

Best regards,

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

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

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

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

I do not agree with my having to pay for a 4-day course of which I withdrew using the correct withdrawal procedures. I was informed that if I withdrew during the first week of my course that I would not be required to make any payments for the course. I am unemployed & unable to pay anything or make any type of payment arrangements. I withdrew from this school due to their unethical practices which is evident by what they are trying to do with a person such as myself who is a 62 year old unemployed woman without any means of finance. I will not pay a dime to this school and will seek legal assistance with their unethical practices. I was also recently informed by the student loans & grant companies that I applied for that this school submitted a request to them for submittal of funds for my loan & grant.

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

This letter is in response to the complaint you filed with the Revdex.com (Revdex.com) received January 21, 2015 regarding your account with the University of Phoenix.  In response to your concerns, I would like to offer clarification on the status of your account and provide your official...

account history. I have researched your account and found you enrolled October 2014 in the Bachelor of Science in Health Administration Concentration in Health Management program with the University of Phoenix.  According to the Student Financial Agreement, you selected Financial Aid Plan as your primary payment option.  The 2014-2015 financial aid application was certified with an Academic Year/Loan Period: Loan Period Start Date:     October 28, 2014Loan Period End Date:       August 11, 2015 You were certified with a credit split of 12/12. This means you were required to successfully complete 12 credits and meet the calendar and instructional week midpoint of your loan period before becoming eligible for the second disbursement of financial aid funds. You began the program with the course GEN/200 on October 28, 2014.  You were withdrawn from the course as you did not maintain the attendance requirements as outlined in the University Catalog.  Your last date of attendance was November 14, 2014.  Tuition and fees were calculated in accordance with the attendance and finance policies detailed in the University Catalog available on your student website.  As you did not maintain the attendance requirements, the Financial Aid Processing Center was unable to facilitate the disbursement of financial aid funding.  Therefore, financial aid funds was cancelled with your lender.  An outstanding balance reflected on account in the amount of $813.89. The University can only hold an account for a limited amount of time and had to transfer your account to collections when payments were not received in a timely manner. 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. The University understands obstacles will arise throughout our students’ educational journey.  We are committed in providing the best possible customer service and educational experience to our students.  In review of your concerns, the University has decided to waive the balance in the amount of $813.89 as a customer service gesture.  Once complete, your student account will reflect a $0.00 balance.  I wish you the best in your future educational goals.  In order for the University to remain in compliance with [redacted]t) regulations, the details of our review will not be forwarded to the Revdex.com without your written consent.  If you would like us to disclose the results of our review to the Revdex.com, please complete the attached [redacted] Release Form and fax it to ###-###-####.  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 tabUnder Services, click on Request [redacted] 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. 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

Good afternoon, Attached you will find the reply that was sent to Ms. [redacted] in response to Complaint ID #[redacted].This has also been emailed to [email protected] as authorized via the FERPA release, however, this email was returned undeliverable.Kind regards, [redacted]...

[redacted], MBA/HRM  University of Phoenix Office of Dispute Management  4[redacted], Phoenix, AZ 85040Mail Stop:  [redacted]Phone  ###-###-####  Fax  ###-###-####email:  [redacted].[redacted]@phoenix.edu

We received notice on April 09, 2015 of your inquiry concerning your prior balance with the University of Phoenix Online and the status of reporting to the credit bureaus. We appreciate you taking time to present your concerns. 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. Records show that a signed FERPA release was received along with your inquiry. As such, a copy of this letter will be forwarded to the Revdex.com through the method indicated once the FERPA release is reviewed and approved.  If any errors exist on the FERPA release form, the Revdex.com will be notified that copy cannot be issued directly to them without an updated form. 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. An additional blank FERPA release form has been included in this response for your convenience, should an update be required. According to your account history, your account was sent outside collections for a valid balance due of $2468.60 due to your premature withdrawal from your payment period in addition to the financial impact of two non-passing grades within the payment period. Records show that our prior response to you validated the balance and show that you were granted a one-time courtesy adjustment of $1650.00 off of your collections balance, reducing the outstanding balance from $2468.60 to $818.60. Research shows that you were provided a detailed explanation of how the balance came to be and a confirmation of its validity. You were also advised that your remaining balance of $818.60 would remain with outside collections until such time as it was resolved in full. Contact information for the collection agency was provided. Please see the enclosed copies of our prior responses to you for an explanation of your account history, balance validation and actions taken by the University on your behalf. Unfortunately, records show that resolution of the outstanding balance was not completed within 180 days of the original placement with outside collections, resulting in a charge-off and credit reporting of the debt for non-payment was processed on September 30, 2011. Research shows that you entered into a settlement agreement with the assigned collection agency ([redacted]) and made a single settlement payment of $630.30 on January 12, 2012. Once your payment was received, the University of Phoenix processed a write-off of the remaining balance of $188.30 in accordance with the terms of your settlement agreement. Research then shows that you returned to attendance in January of 2012 and attended your program to completion in December of 2012.  The University does not offer a removal of credit history for balances that were charged-off for non-payment as a standard business practice.   I have contacted our collections division and have confirmed that the appropriate credit agencies have been notified of your payment/settlement, however, standard business practices mandate that the entry remain on your credit report as a paid charge off for the amount of time as designated by the credit agencies from the point that the balance was resolved in full.  In your grievance you requested to have the valid line item associated with your University account removed from your credit report. Because the University has a vested interest in its students and their educational goals and as a customer service gesture, we have agreed to grant a one-time removal of the negative line item from your credit report. 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. I have included a copy of your official account history for your review and records. Your account with the University is currently in good standing and reflects a zero balance. Sincerely, [redacted]Executive Account AnalystUniversity of Phoenix

I have followed up with the student and provided options.  I will get back to her once we do get more information.  Thanks! [redacted] - Called student to talk about transfer credits and pre-evals. Student concerned that only 20.67 credits transferred in while she was told she...

would have 45+. This was completed back in June/July of 2014. Let her know that while we do like to help students and make sure they understand what courses are transferable, pre-evals are not official and the students file needs to be evaluated to see what can actually be accepted. Let her know while the AA was only 20.67 credits, she would have received 47.67 and possibly more is going into the [redacted] instead. There are more gen ed areas for credits to apply and upper division coursework might also have the possibility of being applied upon further review. Also let her know about the new [redacted]. This is a Bachelor's degree with enroute Associate. It just rolled out at the beginning of April so might be an option if she really wants the Associate Degree. She would really like to know a little bit more about the courses that will apply in the [redacted]. I will have her AC follow up on that request to ensure we do get an accurate assessment so she can be sure if she does want to move from the [redacted] to the [redacted]. She appreciates the information but still upset of the disconnect. Apologized for this but let her know again that pre-evals are not official or guaranteed. Once admissions and evaluation reviews her file upon matriculation, this is when we can get an accurate determination. And even at that point, we can still submit a ticket to have other courses reviewed. In her case, why was there nothing applied to the comm arts gen eds when she began the [redacted] process. This is something we can always do to help students. Student understood and will wait fo us to get back to her after reviewing her transfer credits. Provided student with my contact info via email. No further questions. [redacted] MS/AJS, MS/PStudent Services Manager, Certificates & Shared/Transfer

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

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

I did withdraw from school..and I did not meet attendance..and I sure did not call to resume classes in January. so I see that I will get nowhere with this issue, I will just pay the supposedly balance I owe to get a transcript sent out to me, so I can attend a school.

I have reviewed tHe esponse 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,

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] 

Good afternoon, Please be advised that we are still conducting research on this matter.  In some cases, there are extenuating circumstances that require additional investigation and review prior to response.We will work diligently at expediting a response to the student once our...

research has been completed.Thank you for your patience.Kind regards, [redacted],MBA/HRM  University of Phoenix Office of Dispute Management  [redacted]Mail Stop:  [redacted]Phone  ###-###-####  Fax  ###-###-####email:  [redacted].[redacted]

Thank you for providing us with the opportunity to review this matter.
We have reviewed Mr. [redacted]'s concerns on a number of occasions and have responded accordingly. 
At this time, we have not been provided with any new information that would change our prior reply.
 
Kind regards,
 
Tondra R[redacted], MBA/HRM
Senior Manager
University of Phoenix
Office of Dispute Management 
[redacted], Phoenix, AZ 85040
Mail Stop:  CF-S907
Phone  ###-###-####  Fax  ###-###-####
email:  [redacted]

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

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

RE: Revdex.com Complaint # [redacted]

 

Dear Ms. Mosley,

 

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

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

 

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

 

Best regards,

 

University Relations Specialist

 

University of Phoenix

Office of Dispute Management 

Revdex.com Complaint ID# [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. In addition, we are in receipt of the student’s invalid FERPA Release form. As such, the University of Phoenix is unable to release the results of our findings or communications with the complainant at this time. If you need additional details that will enable you to close this issue, please contact the complainant.  Best regards,

RE: 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 #  ID#: [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,

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,  Star C[redacted]ODM University Account Analyst