Walden University, LLC

Initial Business Response /* (1000, 8, 2015/12/18) */
Walden University takes student concerns seriously and uses its best efforts to address student issues. The student has expressed concerns regarding the handling of the collection of the outstanding balance on her student account. The student...

has an outstanding balance from the 2014 Spring and Summer terms. While the student was provided a payment plan by the University, she failed to complete the payment plan and the outstanding balance was transferred to a collection agency in accordance with University policy. The student acknowledges her debt but now refuses to make the required payments to the collection agency. Walden attempted to assist the student in completing the payments for this outstanding balance for over a year. Beginning in March 2014, Walden called or emailed the student at least 12 times and spoke to the student on multiple occasions. The student initially made payments but stopped paying on the balance owed. On August 3, 2015, Walden gave the student a final notice that her account would be sent to a 3rd party collection agency if she did not pay off balance or to set up a payment arrangement. The student did neither and her account was sent to the 3rd party collection agency on August 30, 2015. Unfortunately, the outstanding balance cannot now be processed through Walden but only through the collection agency. If the student wishes to discuss her outstanding account balance, she should contact the Walden University Financial Account Management Office (previously Collections Office) at[redacted]. They can provide her with account information and contact information for the 3rd party collection agency.

Walden University takes student concerns seriously and uses its best efforts to address student issues. The student has expressed concerns regarding her loss of financial aid eligibility due to her failure to maintain Satisfactory Academic Progress (SAP). Walden University's SAP requirements...

comply with U.S. Department of Education regulations which specify what constitutes success to receive federal student financial aid. These standards are intended to establish minimum, reasonable levels of advancement toward degree completion and to guard against abuse of federal financial aid programs.
The student was placed into a one term probationary period which would provide her with the opportunity to bring her grades back into SAP compliance, but she did not come back into compliance with the minimum progress standards for the receipt of federal financial aid by the end of the probationary period. The student filed an appeal of the determination regarding her financial aid in December 2015. Her appeal was denied in January 2016 on the grounds that the student’s explanation and documentation concerned events that occurred in the 2015 Spring Term while her appeal was for the 2015 Summer Term. The student was dismissed from Walden effective May 2, 2016 as she had not complied with the Academic Progress policy as stated in the 2015-16 Walden University Catalog for her program. The student spoke with Academic Advising regarding how to return to Walden and was provided with information on what she needed to do to return. At this time, the student has not(?) met the requirements necessary for her to return to Walden. Walden remains willing to work with her to achieve her desire to return to her studies but she must meet the requirements explained to her.
The student currently has an outstanding balance on her student account. Walden has reached out to the student by email, mail and phone 12 times since January 2016, but the student has not responded to any of Walden’s attempts to communicate with her. If the student wishes to discuss her outstanding account balance, she should contact the Walden University Financial Account Management Office (previously Collections Office) at ###-###-####.
Finally, in January 2016 the student spoke with Robert [redacted], University Ombudsperson. Mr. [redacted] spoke with Financial Aid regarding her concerns. We recommend that Ms. [redacted] contact Mr. [redacted] again if she needs further guidance on how to return to Walden, as he can direct the student to the proper resources within the University and escalate any issues that need to be addressed to the appropriate departments within the University. Mr. [redacted] can be reached at ###-###-#### or robert.[redacted]@waldenu.edu.

Walden University takes student concerns seriously and uses its best efforts to address student issues. Mr. [redacted] has expressed concerns over being charged fees for a course that he claims he was told would be free. He also claims he was told there would be a 30% discount on all future courses....

When Walden became aware of his concerns, the university investigated the issue and confirmed that Mr. [redacted] qualified for a special promotion and had not been given credit. On April 25, 2016 the Walden Enrollment Manager emailed the student to inform him that the problem had been corrected. His balance due on his student account was corrected and any hold on his account has been lifted. Additionally, Mr. [redacted] states that he was forced to withdraw for the class and wishes his records adjusted. Upon further inquiry it appears that, once the billing issue was corrected, Mr. [redacted] elected to continue in the class, therefore Walden feels this portion of the complaint is resolved.
Walden apologizes for the miscommunication with the student and considers this matter resolved.

Initial Business Response /* (1000, 5, 2015/09/23) */
Walden University takes student concerns seriously and uses its best efforts to address student issues. We regret that Ms. [redacted] feels that she did not receive the level of service that she expected regarding the processing of her federal...

financial aid refund. The Walden University Student Handbook states that a financial aid refund will be credited to the student's account no later than 14 calendar days after the credit balance occurs. University policies are clearly laid out in the Student Handbook and apply to all students. The student's financial aid was disbursed to Walden on September 10, 2015 and her financial aid refund was released to the student on September 21, 2015 by direct deposit. The student's refund payment was made in a timely manner and complied with applicable University policies. Accordingly, Walden considers this matter closed.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do but don't accepted their response. I do because this will always be their response when asking questions to point to the handbook. I don't accept because I know the process can be more customer friendly.

Walden University would like to request and extension of time to May 23, 2016 to respond to the complaint filed by our student, [redacted].  Thank you for your consideration of this request.

Walden University takes student concerns seriously and uses its best efforts to address student issues. Ms. [redacted] has expressed concerns regarding an outstanding balance on her student account.  She has also made unsupported accusations regarding Walden.  Contrary to the student’s...

allegation, Walden is not under investigation by the Federal Government for its financial practices.  Ms. [redacted] currently has an outstanding balance on her student account from the 2016 Summer Term.  Walden University has reviewed her account balance, and it is correct.  The student took classes previously that remain unpaid.  According to University policy, official transcripts will not be released if a student has an outstanding balance on their student account. The student may, however, obtain an unofficial copy of her transcripts by contacting Academic Advising at ###-###-####.  She has been in contact with the Financial Account Management Office since June 2016 regarding the balance on her account.  The Financial Account Management Office worked with the student throughout the summer to address her concerns over her financial aid and outstanding balance. They directed her to the proper offices, provided her with the information she requested and contacted other staff at Walden directly. As we informed this student previously, Walden University is not able to deduct past due amounts from a student’s financial aid refund before providing a student with their financial aid reward disbursement.  The student agreed to pay her outstanding balance after she received her financial aid refund, but has not yet done so.  Walden maintains extensive formal internal grievance and appeal processes available to all students. These processes are designed to address the concerns raised by the student. We ask that the student contact Robert [redacted], University Ombudsperson to discuss her concerns about specific policies and how they are applied. Mr. [redacted] can direct the student to the proper resources within the University and escalate any issues that need to be addressed to the appropriate departments within the University. Mr. [redacted] can be reached at ###-###-#### or [redacted].

Initial Business Response /* (1000, 5, 2015/07/10) */
This individual alleges that a lack of communication from her dissertation committee chair caused delays in her program. She was a student at Walden University between the Fall Term 2007 to the Winter Term 2009. She withdrew from Walden on...

March 10, 2010. The individual later reapplied to Walden in 2014 and was accepted on January 17, 2014, but she withdrew on May 10, 2014 before attending any courses. Students have a responsibility to bring their concerns to the University in a timely manner so they may be addressed promptly and according to the policies and procedures Walden has established to address those concerns. The former student has not been enrolled at Walden for over 5 years and it is unlikely that the University would permit access to its internal processes or review concerns that allegedly occurred 6-8 years ago, due to the length of time she has been away from the University.

Walden University takes student concerns seriously and uses its best efforts to address student issues. The student has expressed concerns regarding the timeliness of her TEACH Grant disbursement. TEACH grants are available to a student if the student meets certain requirements set by the U.S....

Department of Education. Walden University’s Director of Financial Aid, [redacted], spoke with the student on March 10, 2017 to discuss her concerns. Ms. [redacted] explained the delays in TEACH grant awards, and informed the student that her TEACH grant funds had disbursed. Ms. [redacted] also provided the student with her contact information if she has any additional questions or concerns.

Walden University takes student concerns seriously and uses its best efforts to address student issues. The student has expressed concerns regarding the processing of her financial aid refund for the 2016 Summer Term.   The student is a U.S. citizen living in Saudi Arabia which makes her...

eligible to receive federal financial aid.  As a courtesy, the student has been receiving her financial aid refunds by wire transfer since 2013.  On March 24, 2016, Walden informed the student that going forward, she would be receiving her refunds by paper check.  This is the normal method Walden uses for processing student refunds if the student has not set up direct deposit at a U.S. bank.  The student told Walden she would be in the U.S. in June, and would set up a banking account at that time.  The student did not inform Walden that she had set up direct deposit, so Walden prepared and mailed a paper check to the student on June 28, 2016, as it had previously advised.  On July 22, 2016, the student asked Walden to void the check as she had not yet received it.  On July 25, 2016, the student was erroneously asked to complete an international wire request form.  On August 23, 2016, Walden informed the student of the error.  Walden regrets the erroneous information given to the student, and will make a one-time, final exception for the student by wire transferring her refund for the 2016 Summer term.  The student should contact the Bursar’s Office at: [email protected], if she does not receive her transfer on or before September 30, 2016.  Walden will not wire transfer funds to the student after this final exception.  Going forward, the student must follow Walden policies and either set up direct deposit at a US banking institution, or Walden will mail the student a paper check to her address on record.

I am rejecting this response because:
Greetings, Thank you for responding to my Revdex.com complaint. I have looked at my account summary and I do not see any credit to my account. I want to make sure that all of my paid fees and future fees has been adjusted as promised to have 15% military discount since I did submit my DD214 before admission. Regarding 1% fees discount for fees; before I joined Walden, the admissions counselor emphasized that all books, lab and supplies fees will be included in the fees we pay and for that reason Walden’s fees are higher than other universities since this is “all in one” (inclusive) tuition and students will have almost no expenses associated to their education. I understand that Walden is obligated to follow the federal low but they cannot just give 1% discount and think everything is OK when the books and course related materials we have been asked to purchase easily costs over 500 dollars each semester. Walden’s 1% discount sums around $48 per semester. If this matter cannot be discussed via Revdex.com then I am available to discuss options over the phone. About the grade issue. Most of my classmates have raised this issue to our academic advisor and we hope to hear a positive resolution on this. Thanks, [redacted]

Initial Business Response /* (1000, 6, 2015/06/04) */
Walden University is committed to addressing and working toward the resolution of student concerns. We regret that Ms. [redacted] is dissatisfied with her experience at with Walden University and that her communications with Walden staff have not...

been to her satisfaction.
Ms. [redacted] has raised concerns over a balance on her student account and her financial aid. The student currently has a balance of $120.00 on her account for the technology fee for the course she recently completed in the 2015 Spring term. The student took the course using a special program from Walden for new students in bachelor degree programs. This new student program allows students to enroll in their first course tuition free. However, as communicated in the enrollment process, even though students are not responsible for tuition for this first course, they are still responsible for a $120.00 technology fee. This is the balance that is currently reflected on the student's account.
The student also complains that her financial aid has not been released to her. The student has been awarded her financial aid and accepted the award but it is a requirement that Walden cannot disburse the financial aid to the student until the University receives her official transcripts from the previous college the student attended. Once Walden receives the official transcripts, the hold on disbursing the student's financial aid can be lifted. We urge the student to contact the Financial Aid office to discuss the issue relating to her transcripts. She can reach the Financial Aid office at [email protected] or 1-800-WALDENU ([redacted]) and follow the prompts for financial aid.
Finally, if Ms. [redacted] has remaining concerns about specific policies and how they are applied, the student has the option to contact [redacted], University Ombudsperson. Mr. [redacted] can direct the student to the proper resources within the University and escalate any issues that need to be addressed to the appropriate departments within the University. Mr. [redacted] can be reached at [redacted] or [redacted]@walden.edu.

Initial Business Response /* (1000, 6, 2015/06/18) */
The student claims she has experienced difficulties in receiving an official copy of her transcript. Walden strives to provide students with the service they expect and regret that the student is dissatisfied with the service she received from...

Walden. According to Walden's Office of the Registrar, the student has requested an official copy of her transcript on more than one occasion. When the student requested a copy of her official transcript in the past, she was informed that the processing time for an official transcript is 5-7 business days not including mailing time. Walden also provides students with the option of requesting expedited processing of transcripts for an additional fee. The student was informed of this option when she requested her transcript. While the student may not agree with Walden's processes, she was clearly informed of them when she requested copies of her transcripts. The student last requested an official transcript on June 3, 2015. Walden mailed the transcript on June 4, 2015. Processing occurred much more quickly than the standard processing time of 5-7 business days even though the student did not pay for expedited processing.
Walden appreciates feedback from students on University processes that affect students and we will share this student's concerns with the Registrar's Office.

Initial Business Response /* (1000, 6, 2015/12/04) */
Walden University takes student concerns seriously and uses its best efforts to address student issues. Ms. [redacted] has expressed concerns regarding the outstanding balance on her student account. The student last attended Walden in the 2013...

Winter Term. Her outstanding balance is due to unpaid tuition and fees from the 2013 Summer and Fall terms. Walden is willing to work with the student in assisting her in completing her program but at this time she has an outstanding balance on her student account that must be addressed by the student. The Walden Financial Account Management Office (previously Collections Office) worked with the student from June 2013 through March 2014 to arrange a payment of the amount owed. The student and Walden agreed on a payment plan but the student did not complete the plan. In May 2015, the student's outstanding account was sent to a 3rd party collection agency where it remains today. If the student wishes to discuss her outstanding account balance, she should contact the Walden University Financial Account Management Office at X-XXX-XXX-XXXX. They can provide her with the contact information for the 3rd party collection agency.
The student has reached the federal lifetime aggregate limit for student loans. Walden Financial Aid office spoke with the student at the time she reached the limit. Walden provided the student with other options to pay for her education.
The student has used Walden's internal grievance and appeal processes in the past when she filed a tuition waiver petition in November 2013. The petition was initially denied for lack of supporting evidence but was approved on appeal by the student when the she submitted additional documentation requested by Walden. She also requested a leave of absence in 2012 and it was granted. Finally, the student did not register with Walden's Disability Office which could have provided her with assistance.
If the student has concerns about specific policies and how they are applied, she has the option to contact Robert [redacted], University Ombudsperson. Mr. [redacted] can direct the student to the proper resources within the University and escalate any issues that need to be addressed to the appropriate departments within the University. Mr. [redacted] can be reached at XXX-XXX-XXXX or [redacted]@waldenu.edu.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/17) */
The customer indicated that he/she accepted the business response.

Initial Business Response /* (1000, 5, 2015/11/24) */
Walden University takes student concerns seriously and uses its best efforts to address student issues. The student has expressed concerns regarding his inability to locate a practicum required for the completion of his degree at Walden. ...

Shortly after filing this complaint, the student spoke to Robert [redacted], the Walden University Ombudsperson. Mr. [redacted] put the student in touch with the Director of Field Placement for his program. The Director spoke with the student on November 12, 2015 and is continuing to work with him to locate a practicum site and resolve his concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/07) */
Consumer indicated that he/she accepted the business response

Initial Business Response /* (1000, 5, 2016/03/17) */
Walden University takes student concerns seriously and uses its best efforts to address student issues. Ms. [redacted] has objected to Walden University's decision to not allow her to take her practicum course out of sequence in her M.S. in...

Clinical Mental Health Counseling program.
The student asked that she be allowed to take her practicum before completing clinical practice prerequisites in the Clinical Mental Health Counseling program. Walden has designed the program so courses build on each other and this is particularly true for the residencies and practicum. Residencies are an opportunity for Walden professors and program leaders to evaluate a student's skills at a structured in-person setting. It is important for students to complete the residencies prior to beginning an experience in a clinical field setting where they will be working with patients.
She initially brought her request to the Walden Field Experience Office, which manages student Practicums, and to Academic Advising. Academic Advising informed the student that she could not take her practicum until she completed both of her residencies. The student then emailed the Program Director for the M.S. in Clinical Mental Health Counseling program seeking approval of her request. The Program Director reviewed the student's request and determined that the student could not take her practicum until she completed both of her residencies and the remainder of her prerequisites.

We understand that this is not the resolution the student desired but Walden has determined that the student must complete the prerequisites before being allowed to attend her practicum.

Walden University takes student concerns seriously and uses its best efforts to address student issues. In this case, the student was dismissed from her program after the University discovered that she had falsified records regarding her field experience. Specifically, it was determined that the...

student may have submitted false reports of her clinical hours. The student was given the opportunity to address these accusations and she failed to present evidence to support her position. The University then determined that the actions of the student were in direct violation of Walden’s Code of Conduct (which all students agree to abide by as a condition of continued enrollment) and were of a serious enough nature to warrant dismissal. The student was given the opportunity to appeal the decision but again failed to offer any evidence to refute the findings. While the University regrets that it was forced to take this action, Walden takes issues of academic and professional integrity very seriously. At all times, the University followed its stated policies and procedures. At this time, the University considers this matter closed.

Initial Business Response /* (1000, 5, 2016/02/23) */
The student has raised concerns about an email he received from Walden University on February 13, 2016. We understand the student's concern about receiving unsolicited or vague emails, but the email he received was a standard email sent by...

Walden to students with outstanding balances on their student account that have remain unpaid for an extended period of time. While the email purposely does not contain specific or detailed information about the student, it does clearly identify the sender as Walden's Financial Account Management Office and includes the following email address: [redacted] It also provides a number to call if the student has questions. We can confirm that the contact information in the email belongs to Walden.
We have attached a copy of the email sent to the student by Walden dated February 9, 2016.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/04) */
The consumer indicated that he/she ACCEPTED the business response.

Initial Business Response /* (1000, 5, 2015/11/05) */
The student alleges that her professors intentionally delayed her progress in the courses she took as part of the Walden Tempo Learning program she was attending. Tempo Learning is a new alternative learning modality and a student must...

successfully pass all competency assessments in order to meet the requirements of the degree. Students progress through the Tempo Learning modality by successfully passing competency assessments, which are graded by Walden University faculty using detailed rubrics. The student successfully completed a portion of the course sequence, but not the entire course sequence. Nonetheless, Walden University is committed to student success and her coach will be in touch with her this week to address her concerns.
Final Business Response /* (1000, 12, 2015/12/28) */
Walden University apologizes for the delay in processing the student's refund. An expedited request to process the refund was submitted by the Bursar's Office on December 14, 2015. If the student has not received the refund, we ask that she contact Walden at [redacted] and ask for the Bursar's Office.

I am rejecting this response because:
Walden University notes "This concern was raised to the Walden
Ombudsperson and after an investigation, she was provided with a full tuition
reimbursement for a residency she only attended in part: she withdrew
before completing the residency." I never even went to a residencyIt was
scheduled the day after Christmas and there was no way I could make it—this is
also the point in which I began discussing the change in program and need to be
part of something without residencies
After
I appealed their decision to not allow all of my courses to transfer, I was
given course credits
only Wasting thousands of dollars in tuition
The
college notes, "In accordance with those federal regulations, part of the
student's financial aid funds for the Winter Term and the Summer Term
were sent back to the student's financial aid lender as required, leaving a
balance due on the student's account" The summer term I was ONLY ENROLLED
IN until they could figure out if they would accept the courses transferred
The ombudsman even noted to do as little as needed to pass the courses until
the account and program had been fully sorted outI did not even voluntarily
enroll in these classes- the program automatically placed me into the program
"In
2012, Walden attempted to speak with the student on separate occasions
regarding the outstanding balance on her student account, and then waited
another year, until August 2013, before sending the account to a third party
collection agency." Walden University did nothing of the sort!! I received no
phone calls, no letters in the mail, and NOTHING via emailI finally pulled a
final billing statement online with a positive balance of $50.00, that was in
September of when I received a collections noticeHence the complete
surprise of the collection and lack of validity of the debt
This
debt is currently under investigation by the Department's
Federal Student Aid (FSA), Program ComplianceI am not the only person that
has been a victim of Walden UniversityInstead of me filing a lawsuit against
the University for all tuition paid, since I cannot use any of the courses I
took, I am asking Walden to correct their error and report the account
correctly, which is a $balance

I am rejecting this response because: I received an email yesterday that they reached out to me but was unable to contact me. We have not spoken yet.