University of Phoenix

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.  Star C[redacted]ODM University Account Analyst University of Phoenix  Office of Dispute Management [redacted]Mail Stop:  CF- S907

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

Dear Ms. [redacted]: We received notice on July 6, 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 ###-###-####.  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.I have researched your account and found you enrolled in September 2011, selecting Financial Aid as your primary payment option. The University was unable to facilitate certification of your Title IV loan request as you were no longer in attendance at the time that your funds were able to be awarded.  It is a requirement of the Department of Education that you must be enrolled or accepted for enrollment as a regular student in an eligible degree or certificate program in order to be eligible for any Federal Student Aid.  As you were no longer eligible to receive the Federal Student Aid that you had applied for, the cost of your attendance in two weeks of one class became due. The University recorded your last date of attendance as October 5, 2011.  Tuition and fees for your enrollment and attendance in one class totaled $830.00, as itemized on the enclosed copy of your official account history. Ms. [redacted], after completing a thorough review I find the balance of $830.00 to be 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. You may request copies of these and other enrollment documents through the University Services office at ###-###-####. When the campus exhausted efforts to collect the balance due, your account was referred to the collections office. Your account was referred to a collection agency and the balance charged off on July 6, 2012. As we have validated the balance due, your account will remain with a designated agency until paid in full. If you would like to remit payment now, please contact a collection representative at ###-###-####.  I hope you find this review informative. If you have any further questions, please contact us.Sincerely, [redacted]Executive Account AnalystExecutive Relations DivisionUniversity of Phoenix Online

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,

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. [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: Complaint # [redacted] Ms. [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 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,

Joel R[redacted]

Dispute Management Administrator

 

University of Phoenix

Office of Dispute Management 

Mail Stop: CF-S907

Phone:  [redacted]

RE: Revdex.com Complaint # [redacted]

 

 

Dear Ms. [redacted],

 

Thank you for your follow-up message. As we are in receipt of the student’s completed [redacted] release form, a copy of the response has been emailed to you today. 

 

Best regards,

 

 

Dispute Operations & Title IX Administrator

 

University of Phoenix  

Office of Dispute Management 

Phone: [redacted]  Fax: [redacted]  

RE: Revdex.com Complaint # [redacted]

 

Dear Ms. Nock,

 

Thank you for your follow-up message. As we are in receipt of the student’s completed FERPA release form, a copy of the response has been faxed to you today. 

Best regards,

 

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[redacted] 

Revdex.com Complaint #  [redacted]

Hello,

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

 

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

RE: Revdex.com Complaint # [redacted]

Dear Ms. [redacted]Thank you for your follow-up message. As we are in receipt of the student’s completed FERPA release form, a copy of the response is below. Best regards,

November 17, 2015Ms. [redacted]RE: Student IRN:  [redacted]Dear Ms. [redacted]We received notice on November 10, 2015 of your complaint filed with the Revdex.com concerning your account with the University of Phoenix Online.  In order for our campus to remain in compliance with FERPA (Family Educational Rights and Privacy Act) regulations, the details of our review will not be forwarded to the Revdex.com without your written consent.  If you would like us to disclose the results of our review to the Revdex.com, please complete the attached FERPA Release Form and fax it to 602-626-2038.  If you still have access to your student website, you can submit this form electronically as outlined in the following steps:Login to eCampus:  https://ecampus.phoenix.edu/portal/portal/public/login.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.After completing a thorough review, I find that you enrolled in the University of Phoenix in December 2013, selecting Financial Aid as your primary payment option. Your application was last certified for the academic year of June 30, 2015 through April 11, 2016 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 $3,463.00 in unsubsidized funds, $2,721.00 in subsidized funds, and $813.00 in Pell Grant Funds posted to your account between August 24 and August 25, 2015.   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 PSY/245 class.  The University recorded your last date of attendance as September 14, 2015.  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 $3,254.00 of the $6,997.00 in Title IV funds disbursed to your account; however, the University was required to return the remaining $3,743.00 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 with all eligible discounts applied for your attendance in four classes totaled $3,496.52.  Your account reflected a credit balance of $337.50 from your attendance in a prior academic period.  Additionally, because the funds disbursed exceeded the anticipated fees for your attendance in the first disbursement period, the University released refunds to you totaling $1,343.70 on August 27, 2015.  Records reflect these refunds cleared your account between August 28, 2015 and September 1, 2015, respectively.  As a result, your account reflects a shortfall and balance due of $1,248.72 upon the completion of the 12 credit obligation of your first disbursement period.  Ms. [redacted] after completing a thorough review of your account, the University has found the balance due of $1,248.72 is valid and correct.  The balance on your account is primarily comprised of the excess funds which were returned to you from your Federal Financial Aid which when awarded to you were contingent upon your completion of the 12 credit obligation that you were required to fulfill before you were eligible to retain this refund.  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 October 24, 2015.  As we find the balance valid, your account will remain with the designated collection agency until the remaining balance of $1,248.72 is rectified.  If you would like to remit payment now, please contact a collections representative at [redacted] 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,David D[redacted]Executive Relations DivisionUniversity of Phoenix Onlinecc: student file       Ms. Diana S[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,

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.Due to military members not having a choice whether they deploy or not, I believe the Universities policy is flawed in this matter. There is nothing covering military members in the event that they are shipped out and unable to complete their courses. All documentation requested to resolve this matter was provided to the school as request. To charge a student in this instance is bad business.

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.

Because they state that there was a break in my being part of the school program and they could not get paid so they wanted to charge me.  The break was forced on me because they could not get there records together and after weeks of completing forms that they said could resolve the issue, still was not able to resolve it.  They even had me sign one stating that I was taking a break because of some difficulties that they was having.  In the end they said I had to reapply to their school and after all the trouble I went through because they could not get it together I refused.  [Provide details of why you are not satisfied with this resolution.]

Regards,

Thank for sending this for our review.
 
The following message was sent to the Revdex.com this morning:
 
From: Tondra R[redacted] Sent: Wednesday, September 14, 2016 11:26 AMTo: 'Karina Rodesno' <[email protected]>Subject: Email 1 of 2: You have a new message from the Revdex.com complaint #[redacted].
 
Good morning, Karina.
 
We received a second inquiry regarding this student.  Since there is a FERPA on file, we are attaching the response that is being sent to her today (password to follow).
 
If you have any questions, please do not hesitate to contact our office.
 
Kind regards,
 
Tondra R[redacted], MBA/HRM
Senior Manager
University of Phoenix
Office of Dispute Management 
[redacted]

RE: Complaint Number [redacted]

Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by Ms....

A[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]

RE: Complaint Number [redacted]

size="+0">Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by T[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]

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,

Contrary to the response from the University of Phoenix, I have not received any correspondence from the University by mail, phone, or email. I attached the letters I received from financial aid stating when funds were returned due to my dropping the class.

This letter is in response to the complaint you filed with the Revdex.com (Revdex.com) received April 2, 2015 regarding your account with University of Phoenix.In order for our campus to remain in compliance with [redacted] (F[redacted]) 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 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.University Records show the campus has worked diligently with your account and responded to issues as they arose. On January 7, 2015 we responded to you concerning the Grad-Plus application we acknowledged there was a miscommunication and agreed to waive a full course ($2,443.88) as a goodwill customer service gesture. University Records show the agreed adjustment processed on January 1, 2015. You submitted the new credit approval we needed to certify the Grad-Plus loan and it was certified on January 22, 2015.Grad-Plus Funds First disbursement Grad-Plus funds in the amount of $3,829.00 was released onto your account on February 21, 2015. As this exceeded the anticipated charges for the disbursement period, credit balance funds were sent to you in the amount of $1,330.97 on February 25, 2015 in anticipation of successfulcompletion of the Title IV requirements. Ms. [redacted] during this process you were in regular and consistent contact with the Finance Manager, Mr. [redacted], who on multiple occasions advised you on the difficulties that can occur with scheduling of courses and resulting financial aid disbursements for students that have completed all but the dissertation.The course you were attending ([redacted]) officially ended on February 16, 2015 however, you had received an extension for more time to complete the course. An issue occurred which incorrectly changed the course status as completed which prevented you from further attending the course. Records show the campus took prompt action to correct the issue. It was discussed with you and you submitted a request for a Leave of Absence to protect the second disbursement of funds should the issue not be corrected in time. The Leave of Absence (LOA) caused the second disbursement to be re-scheduled since funds cannot release during a LOA. Mr. [redacted] advised you of this on February 26, 2015 and confirmed with an email from myself, [redacted], on March 2, 2015.The issue with the classroom was fixed and you returned to attendance on March 3, 2015. The campus took action to re-schedule the disbursement. The disbursement was rescheduled, but unfortunately it could not release prior to the actual last day of attendance. Now the funds cannot be released until youstart another credit bearing course. We must follow [redacted] Regulations for disbursement of funds. We simply cannot facilitate a release of the second disbursement at this time. Attendance Records On March 10, 2015 you reached out to Mr. [redacted] indicating your attendance was not being reportedcorrectly. You were advised to call the Office of Admissions and Records to request a letter reflecting your attendance status. Research was conducted and there were no issues on our end concerning the reporting of your attendance.On March 17, 2015 a letter regarding your current attendance status was faxed to your lender. You further communicated that the lender did not accept the letter. The issue was forwarded to another department who directly communicated with your lender. On March 24, 2015 a [redacted] representative advised us that your in-school deferment had been applied per the information received and the credit reporting removed. [redacted] advised us that a letter describing these actions was sent to you on March 16, 2015. Please note the University is not responsible for the credit reporting of the Grad-Plus loan. Should you have any further questions regarding how the loan is being reported please contact your lender directly.Payment for Year four residency University Records indicate you were sent an email asking for payment for the year four residency ($1,578.50) on May 31, 2015 which would be due prior to the start which was scheduled to begin on April 10, 2015. Since Grad-Plus funds would not release for residency payment is required before you can attend the course. This was further explained to you on April 1, 2015. You have since then have been approved for a LOA from March 24, 2015 to July 7, 2015.On April 8, 2015 Mr. [redacted] advised of:? the LOA approval? residency courses are available on May 22, 2015 and June 5, 2015? Payment of $1,578.50 is due two weeks prior to the residency start? Grad-Plus funds are re-scheduled and will not release until you are actively in attendance.? Depending on when you return there may be a need to re-apply for the Grad-Plus againIn full review of your account we find the campus provided guidance and assistance consistent with the status of your account at the time of your inquiries. While there were several issues that occurred the campus worked with you and your lender to resolve them as was possible. At this time the second disbursement of the Grad-Plus funds cannot be released. While this may not be the answer you were looking for, 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.