Walden University, LLC

Initial Business Response /* (1000, 5, 2015/10/01) */
The student has raised the concern that she has been unable to communicate with the Walden University Collection's office regarding the outstanding balance on her account. The student has been in communication with the Collections office since...

the first exchange of emails in mid-March, 2015. The student reached an agreement on a proposed payment plan with Collections, but then did not follow through on the plan for months. Walden continued to try to work with the student, even though she missed multiple payments. Finally, on August 27, 2015, Walden wrote off the student's account, as the student was not making payments on the uncollected debt, as agreed. Writing off an account means that the balance would show as $0 in the student portal; however, the written off debt is still owed to Walden, until the debt is satisfied.

At this time, the student has an outstanding balance on her student account. According to University policy, official transcripts will not be released if a student has an outstanding balance on their student account. The student may be able to access her unofficial transcript, however, even with an outstanding balance. If the student wishes to discuss her outstanding account balance, she should contact the Walden University Collections Office at 1-855-593-0050. If she has difficulty reaching the Collections Office by phone, she can email them at [email protected].
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Up until Aug 27th, I was making weekly payments that satisfied my payment arrangements with Walden. I only stopped making payments when Walden stopped communicating with me. I have tried several times to contact Walden via email and phone. My emails are ignored, and I am placed on hold for very long periods of time and I am unable to wait that long due to working all day. I would like to request that they respond to my emails or just email me at [email protected] to let me know how I can continue to make payments to satisfy my account.
Final Business Response /* (4000, 9, 2015/10/06) */
Walden remains willing to work with the student regarding her debt. A Senior Collection Specialist from Walden Collection's office will contact the student within the next week at the email address she provided.

Initial Business Response /* (1000, 5, 2015/06/05) */
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. Ms. [redacted] has complained that Walden University...

refuses to process her Grad Plus student loan. This is not an accurate. Walden is processing the student's Grad Plus loan the as it does the Grad Plus loans for other students. What follows is a time line for Ms. [redacted]'s Summer 2015 financial aid:
5/6/15 - The Financial aid office received the student's 2015-16 FAFSA allowing Walden to award her aid for 2015-2016
5/7/15 - Financial aid awarded an unsubsidized loan to the student. The Grad Plus loan is only processed after Walden receives the specific application for the loan.
5/7/15 - Student applied for Grad Plus Loan
5/8/15 - Student accepted her award of the unsubsidized loan.
5/29/15 - Walden processed the student's Grad Plus loan application. Walden's timeframe for processing this type of loan is 14 business days
5/30/15 - The student accepted her Grad Plus loan award
6/11/15 - The student's Grad Plus loan is scheduled to disburse to her student account. This is the same day that all financial aid disbursements will occur for students registered for the June 1, 2015 Summer term.
We regret that Ms. [redacted] feels that Walden is refusing to process her Grad Plus loan. However, we have verified as set forth above that Ms. [redacted]'s Grad Plus loan is being processed on the same schedule as other students at Walden.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].This email is in response to the response of Walden University concerning the complaint that was sent to the Revdex.com concerning my progress. I will first start off by saying that the complaint was filed in regards to the issues with the chair concerning the foul language and power struggle that made me feel torn between members within my committee members. The complaint was sent before a new chair was assigned to me and had I made progress towards Form and Style review. Academic leadership did make sure the change was made for my best interest, and I appreciate that as it was needed.I had simply become frustrated with the issues and decided to speak out about what I felt had been unfair instances to the Revdex.com. This occurred while I was away at a conference. It had not dawned on me to go back in and retract the complaint I had made with the Revdex.com after the University had fixed the situation by providing a new chair and allowing me to move forward. I am, however, concerned about the statements in Walden’s response that seem to suggest that I have been pressuring my committee members and academic leadership to accept my work without it meeting academic standards. I have expressed to my committee and academic leadership that my goal is not to pressure acceptance of my work without meeting academic standards. However, my committee should be helping towards my meeting academic standards. However, during my matriculation at Walden I have had several different chairs who have all wanted different styles of work. The first chair was nonchalant towards my work. With this chair I had done all of the work with little to no guidance. There was my first second member who threatened that I make him my chair because he felt the chair had not done “chair work” but the he had been acting as my chair. There was the second chair who made me spend an entire summer changing much of my study. I spent the entire 2016 summer semester redoing the first 3 sections of my paper to what he thought was acceptable quality and met academic standards. There was the last chair, who was a former second member, who had been pretty consistent and helpful throughout my study. However, it was with him that the power struggle came about. I had to let him know that I felt I should listen to my committee’s suggestions because they all had to approve my work, not just him. Any student would become fatigued and dissatisfied with this type of treatment and all of the changes I have been through. I simply decided to advocate for myself concerning what I felt was unfair, and situations that had prolonged my progress toward earning this EdD degree.Anytime I have had an issued or concern, Walden and academic leadership has been there to listen and guide. However, I just hope that Walden can understand from a student standpoint the amount of stress that is placed on students given the financial burden of $60,000+, the chairs who didn’t seem to care, or those who have attempted to make me choose between committee members, and the doctoral process as it relates to working, non-traditional students. I simply thought I should advocate for myself, but again this complaint was sent before the university made the changes that aided in my progress. I am further hoping that me advocating for myself will not interfere with the completion of my degree or penalization from the University.

Initial Business Response /* (1000, 5, 2015/09/18) */
The student has raised concerns that her tuition waiver petition and appeal were wrongfully denied by Walden University. Walden University maintains extensive internal grievance and appeal processes available to all students. These processes...

are designed to address the concerns raised by the student. The student took one course in the 2014 Spring term which ran from March 2, 2014 to June 22, 2014 and she later raised concerns about her ability to participate in the course. She submitted a tuition waiver petition on August 11, 2014 seeking the waiver of her tuition for the 2014 Spring term. After a review by the appropriate Walden personnel, the petition was denied on the grounds that the student did not submit sufficient documentation of events that occurred during the time period for which she was seeking a tuition waiver.
The student was informed of the denial of her petition on September 4, 2014. Students are permitted to appeal a denial of a petition and must submit their appeal within 10 days. The student did not submit an appeal within 10 days but requested an opportunity file an appeal late. On August 25, 2015, nearly a year after her original petition was filed, the student was permitted to appeal the denial of her petition. She submitted the same documentation as her original petition and was denied a second time on September 8, 2015. Walden is sympathetic to the issues raised by the student, but she was twice asked to submit documentation covering the time period for which she was seeking a tuition waiver. She neglected to do so either time.
At this time, the student has an outstanding balance on her student account. After repeated attempts to work with the student over the past year, Walden sent the account to a 3rd party collection agency on July 28, 2015. If the student wishes to discuss her outstanding account balance, she should contact the Walden University Collections Office at X-XXX-XXX-XXXX and they can direct her to the third party collection agency to discuss her outstanding balance.
Finally, 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 /* (3000, 7, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
During my time after I withdrew from the course on 15 May 2014. I was in constant communication with my academic advisor and she informed me that I would be re-enrolled in the course on 30 June 2014. That never happened even though I followed the proper protocol according to my advisor. I then submitted a tuition waiver with documentation based on what my advisor informed me. I submitted the required paperwork that my advisor informed me to submit. I had a doctor's letter that said no progress. For what I was being treated for, I thought that was sufficient information. The medical team had the contact information of the doctor that was treating me.
The reason I didn't appeal right after the decision is because I was recovering from medical issues I spoke of in my first complaint. I even contacted the University Ombudsperson on 9 June 2015. In between that year, I was in constant communication with my advisor and the bursar's office, but no resolution or appropriate level of help was provided.
When I contacted my advisor in August 2015 to check on the status of my appeal, I was first ignored for a few days, then later told I had a new advisor.
When my account was sent to a 3rd party, I didn't know until I received a letter in the mail. I was under the impression that I was working with the bursar's office to try to get re-enrolled in school. They allowed me to do that once before because I was eligible for financial aid. The bursar's office allowed me to pay $100 to temporarily lift my hold so I could get enrolled and start my financial aid again.
To date, I still have not heard back from anyone concerning this matter.
My final resolution still stands; I feel I did everything within my control to submit the correct paperwork.

I am rejecting this response because:I did indeed order more than one paper copy from Parchment  which is Walden's supplier. one was back in June to my home.address, which I never received  and the other was to The Texas Board of Nursing. The Texas Board of Nursing  stated they received  other documents  in a package  from Fedex, but no transcript  was ever included. so even though the person T. Gonzalez signed for the documents,  the Executive Director  of the TBOE and APRN director checked and no transcript  was sent. I therefore had to send a third paper transcript and have it signed for that was specifically addressed to the Executive Director of the TBON. This.cost me an additional  $45.00. Also the TBON never  opened the e-transcript  because apparently  they said they don't accept them so I should  have received  back an additional  $15.00 for that set as well. I want a check for $45.00. I  believe this is the bare minimum  that they owe me.

Initial Business Response /* (1000, 5, 2015/06/12) */
The student has raised concerns about his doctoral program and the academic decisions made by Walden University relating to his doctoral study. The doctoral study process at any university can be lengthy and difficult. The process requires the...

student to independently perform significant scholarly research and to write a comprehensive study based on that scholarly research. Because the student's concerns are academic in nature and cannot be adequately addressed in a public forum, his program leadership will be contacting the student to discuss his concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My desired resolution: 1) to move forward with my governmental business study and 2) a waiver of all tuition and fees beyond this semester has not been specifically addressed.

Dr. Douglas [redacted], the Chief Methodologist validated and summed up my complaint in his email response on May 28, 2015 to Dr. [redacted] (Methodologist) and Dr. [redacted] (Program Director). Dr. [redacted] said "student was poorly served by his committee." However, I would like to add that the student was also poorly served by Dr. [redacted] and Dr. [redacted].
The term independent scholar is consistently used conveniently, when the Program Director want to absolve the committee and the methodologist of their responsibility to me. The Program Director cannot justify, my chair guiding me to this point and then the methodologist recommending that I find another company and start over. Unless the standard is to take the $65K in tuition that I have invested in this program and request that I basically start the process over.
Final Business Response /* (1000, 10, 2015/07/09) */
The student has again raised concerns about his doctoral program and the academic decisions made by Walden University relating to his doctoral study. As stated previously, the student's concerns are mostly academic in nature, and cannot be adequately addressed in a public forum. The student has raised the same concerns with another outside agency and Walden will fully address his concerns in that more private forum.
Final Consumer Response /* (3000, 12, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure why the Program Director, Dr. Freda [redacted] would say that my issue is academic in nature. The Faculty Methodologist, Dr. Doug [redacted] emailed Dr. [redacted] on May 28, 2015 in response to my complaint and said, "The student was poorly served by his committee."
I completed the academic phase of my degree program March 2013. Since that time, I have been writing my doctoral study and have met every benchmark. My issues are: 1) Walden University changed the requirement two years into my program. 2) After my committee (Dr. Charles Needham, Dr. Stephanie [redacted] and Dr. Matthew [redacted]) approved my proposal, I was advanced to my first oral defense. On April 5, 2015 my first oral defense was approved and then the Methodologist, Dr. Gene [redacted] recommended that I basically start my study over. 3) I am a disabled Veteran and have exhausted all of my funds as a result of not only being poorly served by my committee, but the entire Walden University leadership. Walden University has failed to address my request to have all tuition and fees waived so that I can complete my doctoral study.
The leadership of Walden University has acknowledged they have failed me, but have not accepted any responsibility in the matter. The leadership only wants to add more time and money onto the $65K and the more than three years that I have already invested in this degree program. It is not fair for Walden University to change the requirements in the middle of my program and to admit they have failed me and not accept any responsibility in helping me. My question: what is Walden University willing to do for me? From my perspective, Walden University has failed meet the quality of education and quality of service standards.
I have also filed complaints with the Minnesota Office of Higher Education, the Federal Student Aid (Title IV) and the Veterans Administration, Post 911 GI Bill. I plan to file complaints with the Accreditation Council for Business Schools and Programs (ACBSP), the Higher Learning Commission (HLC), and the Department of Veteran Affairs Office of Inspector General. If my issues with Walden University are still not resolved, I will seek legal counsel.
To Whom It May Concern at the Revdex.com, I am a disabled Veteran who would like to be contacted by the media about my issues with Walden University.

Initial Business Response /* (1000, 5, 2015/12/14) */
Walden objects strongly to the student's mischaracterization of Walden as predatory, and dishonest. We regret that the student reports that she has not had a positive experience at Walden, but her accusations regarding Walden's failure to apply...

waivers correctly are without merit. The University has reviewed this student's account multiple times for accounting errors the student alleges to have occurred during 2012 and 2013. Walden is a regionally accredited University and has provided quality education to tens of thousands of students over the past 40 years.
The student raises concerns similar to those she has raised in the past both internally at Walden and with external agencies, and Walden has addressed her concerns in great detail. The student continues to object to the tuition charges that have been previously explained to her, and credits applied to account, and refuses to accept any explanation provided by Walden. As long as the student has an outstanding balance on her student account, she will not be able to obtain her diploma. If the student wishes to discuss her outstanding account balance, she should contact the Walden University Financial Account Management Office (previously Collections Office) at 1-877-302-5504.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Walden "University,"
I expected as much. Con artists rarely admit that they are con artists, publicly. But if it looks like a shark and acts like a shark . . . The fact that you see yourself as anything other than predatory is a huge part of your problem. At any rate, I am just about through dealing with you, but first you will compensate me for my time wasted with you and for my resources nearly exhausted. Justice will be served and you are in the wrong. You can keep your "diplomas," even the M.S.; it is more of an embarrassment/weakness to be associated with you.
Revdex.com,
Thank you for reaching out on my behalf. Unfortunately, I reject Walden's response. In fact, it has become clear to me that I need all money borrowed and any interest accrued for my M.S. degree and Ed.D. accomplishments reimbursed. I have left off Walden from my resume and my curriculum vitae, in order for employment. Additionally, I am submitting years of documentation that prove Walden University is a scam.

I am rejecting this response because:
They have my financial aid refund and will not give me the remainder, after they took what was owed to them. Mike [redacted] mislead me and did not clearly explain the courses to me and how the financial aid was refunded to me. He lead me to believe that I would be able to live off my refund, as I have for 3 1/2 years. The government loans are already in my NELNET account, which they know that I have to pay them back already. What they did was unethical and immoral to lead me on, just to obtain a student. They did not abide by rule #2. They have my financial aid, that I have to pay back now. I can provide the code of ethics with the place where they were accredited. I also can provide proof of my NELNET bill. They are trying to push me off to another agency, instead of doing the right thing. All they do is push me off and don't provide me with clear answers. I can notify the other 200 students that they did this to also, or better yet ask them about the 5 lawsuits against them for taking financial aid from other students. Please, look into this matter. I am not going to be looked over or bullied by a organization as those crooks.

I am rejecting this response because:
I will be speaking with Joe Underwood to discuss my concerns on Wednesday January 24th. We have not yet reached a resolution concerning this matter therefore it has not been resolved.

The student again raises the same concerns as in her initial complaint.  The 2012 Fall term at Walden University began on September 4, 2012.  The student participated in the course through September 27, 2012.  The student knew she was registered for the course, and actually participated in the course well beyond the time specified to drop her course, without penalty.  As Walden has stated before, she made no effort to follow the extensive internal grievance and appeal processes available to all current students. The student could have utilized the withdrawal policy in the Walden University Student Handbook which is available online at http://catalog.waldenu.edu/index.php.  She also could have asked her Enrollment Advisor on how to properly withdraw from her course, but she did not.  Every Walden student has the responsibility to use the procedures Walden has put in place to address their concerns.  If they do not use these processes, Walden cannot address their concerns in a timely manner.  The student did not use these processes to address her concerns in 2012 and has only made the University aware of her concerns four years later by filing a complaint externally.. 
 
If the student wishes to discuss her outstanding account balance, she should contact the Walden University Financial Account Management Office at ###-###-####.  They can provide her with the contact information for the outside collection agency.  If the student has concerns about specific policies and how they are applied, she 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 ###-###-#### or [redacted].

Initial Business Response /* (1000, 5, 2015/11/25) */
This student claims that he was forced to take a course at Walden University and was not told he would not receive financial aid. He states that he now has an outstanding balance on his student account and that he did not authorize any charges....

The student has an outstanding balance on his account due to unpaid balances from the 2015 Spring and Summer Terms. His account is now in collections. Students are not forced to take courses at Walden, although there may be certain prerequisites or courses they are required to take before continuing in the program. In certain programs students are preregistered for courses. A student can still request to drop a course at any time and cannot be forced to remain in a course. University policies regarding dropping a course can be found in the Walden University Student Handbook which is available online to all students. Students may also contact Academic Advisors if they have questions regarding their courses.
According to federal financial aid regulations, when a student is dropped or withdraws from a course within a pre-determined time period or fails a course, the financial aid funds must be returned to the financial aid provider (Return to Title IV or "R2T4"). In accordance with those federal regulations, part of the student's financial aid funds were sent back to the student's financial aid lender as required, leaving a balance due on the student's account. Part of the student's financial aid was returned in the 2015 Spring term.
The student also has an outstanding balance from the 2015 Summer Term as result of the student not paying his outstanding balance for the term. The student claims he was not told that he would not be receiving financial aid for the 2015 Summer Term. On 2/10/15 the student was sent a warning email concerning his academic progress in his course. This meant that the student was not in compliance with the minimum progress standards for the receipt of Federal financial aid. He was given a probationary period for the 2015 Spring Term to return to compliance or he would become ineligible for Federal financial aid. On April 26, 2015 the student was informed that he was not in compliance and would not be eligible to receive federal financial aid and would need to make arrangements with the Bursar's Office to pay his tuition and fees. On [redacted] 6, 2015 and August 24, 2015, the Financial Aid Office again reviewed the student's file and again determined that he was not in compliance. In addition, the student never appealed the determination of his financial aid denial. On September 10, 2015, the financial aid office cancelled the remaining awards as the student never regained compliance with the minimum progress standards. The student was given notice numerous times regarding the status of his federal financial aid. The student is responsible for all tuition and fees from the 2015 Summer Term.
If the student wishes to discuss his outstanding account balance, he should contact the Walden University Financial Account Management Office (previously Collections Office) at X-XXX-XXX-XXXX. Finally, if the student has concerns about specific policies and how they are applied, he 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, 7, 2015/12/14) */
The customer indicated that he/she accepted the business response.

Walden University takes student concerns seriously and uses its best efforts to address student issues. The student has expressed concerns regarding and incident that occurred during her counseling field experience at Walden.  Walden’s Mental Health Counseling program has both a classroom and a...

field experience component.   Students who participate in field experience must follow the guidelines and procedures established by the university and prescribed by our accreditor, the Council of Accreditation for Counseling and Educational Related Programs (CACREP).  If a student does not follow either of these requirements, they will not receive a passing grade for the course and must retake the course in order to graduate.  In cases where this occurs, Walden University allows a student to appeal that determination.  In the appeal, a separate appeals committee will consider any evidence submitted by the student in support of their position.  Any determination made by the appeals committee can be further appealed to the Dean of the School of Counseling.
Walden considers this student’s complaint both academic and disciplinary in nature, thus making the Revdex.com not a proper place to discuss specific student issues.  However, we will say that in this case the student violated two specific conditions of her field experience and is required to repeat the internship as a result.  She was granted an appeal as was her right and an independent committee upheld the decision.   The determination made in this situation was based on program and accreditation guidelines, as well as professional standards.   Finally, 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 ###-###-#### or [redacted].

Walden University takes student concerns seriously and uses its best efforts to address student...

issues. Mr. [redacted] has expressed concerns relating to an outstanding balance on his student account.  Students enrolling in Walden University are responsible for the payment of tuition and fees for courses that they take.  Here, Mr. [redacted] attended Walden in the 2015 Fall Quarter.  Mr. [redacted] actively participated in his course until September 14, 2015 and therefore owes the tuition corresponding to the time he attended the university.  In his complaint, Mr. [redacted] states that he withdrew from Walden and therefore should not have a balance owed.  Walden’s policy is that students must inform the university in writing if they wish to withdraw.  Our records show that Mr. [redacted] did not request to be withdrawn until January 22, 2016, which was well after the completion of the Fall Quarter.  Based upon this information, it is the university’s position that Mr. [redacted] owes the full amount requested.  Walden has made several attempts to work out an agreeable payment plan with Mr. [redacted].  If the he wishes to set up a plan, he should contact the Walden University Financial Account Management Office at ###-###-####.

I am rejecting this response because:
The representatives that I spoke with listened to my complaint and spoke on the issue.  I explained that I was not pleased with my money being taken when they knew that I could not participate in the course.  The initial conversation began near the beginning of the course, but they did not care.  During one of our later conversations, they stated that I could try to submit a form for a partial refund to some other department.  At no point did the university state that I had been complaining to the wrong department.  They actually denied my request to remove the charges.  If they were the wrong department, why did they engage me, defend their actions, and deny my request?  If the university were concerned about my complaint, they would forward my case to this other department.  Is this too much to ask?  I can tell when I am being given the run around and this is a prime example.  The most recent Revdex.com follow up message mentioned that I can state my case to that department at this "late" date.  I started this process in a timely matter and they fail to acknowledge the effort/frustration I've endured trying to stand up for myself.  I am tired of being passed off and being treated unfairly.  I do not feel valued as a student/customer and do not trust that I will get fair consideration.  This is why I did not accept the universities response.

Walden University takes student concerns seriously and uses its best efforts to address student issues. Mr. [redacted] believes that he has been receiving past due notices from his student loan lenders showing that he is not a current student at Walden and therefore required to begin repayment of his...

loans. However, our records show that Mr. [redacted] is a current Walden student and that status has been accurately reported to his lender. Additionally, we have determined that Mr. [redacted] is not receiving a bill, but rather an interest statement showing the current accrued interest on his student loans. Nothing that is occurring in this situation should be resulting in derogatory reporting on Mr. [redacted]’s credit report.
When Mr., [redacted] contacted the university regarding this issue, Walden contacted Navient, Mr. [redacted]’s student loan lender to inquire on his behalf. We then informed Mr. [redacted] that the statement that he is receiving from his lender is not a bill, but rather it is a Quarterly Interest Statement which is showing his unpaid interest on his student loans. Navient has informed us that Mr. [redacted] will continue to be sent the Quarterly Interest Statement while his loans are outstanding. The Statement shows the amount of unpaid interest that he can pay now or have the interest accrued at the time of full repayment. He may go to www.Navient.com to keep track of his loan status and payment options.
Nothing that is occurring related to this situation should be resulting in a negative report on Mr. [redacted]’s credit bureau. However, Walden does not have access to Mr. [redacted]’s personal credit information. If Mr. Clery is in fact having negative information appear on his credit report as a result of this issue, he should contact the Office of Financial Aid and provide us with a copy of his credit report and we will be happy to investigate further.

This student has submitted a similar complaint in January 2017.  At that time Walden investigated and responded to the complaint.  At that time we were unable to determine what the student was referring to and asked that she contact the university’s Bursar office to discuss.  In her...

current complaint the student refers to owing a balance due to having her financial aid returned.  Federal financial aid regulations require that a student may only receive financial aid that they qualify for.  Our records indicate that Ms. [redacted] received financial aid prior to withdrawing from her courses.  Therefore, she is required to return the aid she received as unearned.  Walden University returned the amount the student owed on her behalf, thereby creating a balance owed.  The process, known as R2T4 can be found at the university website at https://www.waldenu.edu/financial-aid/types/federal/eligibility/return-funds.  Since that time there is no change in the university’s position.  At this point the university considers this matter closed.  The university is willing to work with the student on the balance owed.  To make payment arrangements, the student may contact the Bursar’s office at ###-###-####.

As Walden previously explained, 2 transcripts were provided in the manner requested by the student (see attached document).  Walden sent yet a 3rd transcript, as requested by the student, and refunded the student $15 as she claims that one previous transcript was never delivered.  Walden will not provide any additional refunds to the student.

Initial Business Response /* (1000, 5, 2016/01/07) */
Walden University takes student concerns seriously and uses its best efforts to address student issues. Ms. [redacted] has expressed concerns regarding the grades she received in a course she took in the 2015 Winter Term. She also is seeking a full...

tuition refund. The student filed a tuition waiver petition regarding her course and requesting full tuition refund. The School of Public Policy and Administration Academic Petitions Committee reviewed the student's petition and denied it on December 28, 2015 on the grounds that the evidence provided by the student did not warrant an exception to University policy. The student was provided information on her right to appeal the denial of her petition and she filed an appeal the same day her petition was denied. The Associate Dean for the School of Public Policy and Administration is reviewing her appeal and will respond directly to Ms. [redacted].
If the student has additional 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 /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This guy really needs to be looked into. I am still in contact with people that are still in the class and he has treated them horribly. I am the only one that has stood up and demanded something be done. They need to give me my money back.

Walden University has reviewed the student’s complaint and her history with the university.  Our records show that the student applied and was admitted to the university and enrolled in classes in 2016.   In her complaint the student states that she was supposed to be withdrawn from...

her classes but was not.  Our records show that she inquired on March 10, 2016 about withdrawing from all her courses.  At that time the student was informed that she would be responsible for 20% of her tuition as per university policy.  The student never notified the university of her final decision to withdraw for the term.  Students who wish to withdraw from the university must notify the university in writing, otherwise they are considered enrolled.   As the university received no such notice, the student was responsible for her tuition and fees.  At this time the balance remains unpaid.  At this point the student’s account has been turned over to a third-party collection service.  The collection service is willing to work with the student to develop a payment plan, but after reviewing the situation the university has determined that since the student participated in classes past the date when she could withdraw and receive a full refund, we are unable to reduce the amount owed. Walden’s tuition policy can be found in the Student Handbook, which is located here:  http://catalog.waldenu.edu/index.php.  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 ###-###-#### or [redacted]

I am rejecting this response because:
I don't know why they are calling me a student. I never attended this school. I am NOT one of their students. I'm starting to think that this is an "imaginary school" and that they are in on the scam. Maybe Walden University stole my identity and they are trying to steal money from me by making up a pretend school and saying I went there. This is the creepiest response ever!!!