Western Governors University

FERPA regulations prohibit the release of details necessary to provide specific rebuttals to the allegations. WGU continues to dispute the claims made by the student regarding violations of the university’s Communication Protocol. Contact attempts were made in line with the policy. In addition, the Program Manager made no record of returned contact within the time allotted, despite her attempts.Information regarding courses passed for credit is also inaccurate. While a transcript Withdrawn mark represents that the student was withdrawn from the university or course before term completion, an earned Pass or Not Passed is not replaced with a grade of Withdrawn. A copy of the current transcript can be reviewed or requested using the WGU student portal.As previously noted, WGU encourages the student to proceed with an appeal for readmission. The readmission fee will be waived.

As disclosed in article 1061 of the public WGU Student Handbook, withdrawal dates are decided when the university determines that the student is no longer enrolled based on a variety of reasons. The date of administrative withdrawal is based on the last date of the student’s academic activity, and...

was accurately assessed for the student. Students who withdraw before completing 60% of a term (the number of calendar days enrolled divided by the total number of calendar days in the term), are eligible for a prorated refund of tuition. The amount of the tuition refund is calculated by multiplying the tuition billed for the term (less any tuition discounts) by the percentage of the term the student was not enrolled, and subtracting the amount of tuition already paid. Please note that the resource fee and other program specific fees are non-refundable.The student offered that the account has been referred to a collection agency. Failure to meet financial obligations of any kind to the university may result in a financial hold and suspension of future services including enrollment for subsequent terms. In addition, delinquent accounts may indeed be referred to a collection agency and the student will be responsible for additional late payment charges, interest, attorney's fees, and other costs and charges necessary for the collection of any amount not paid when due. WGU has authorized the collection agency to contact the student and offer settlement options in an effort to resolve the issue.

FERPA regulations prohibit the release of details necessary to provide specific rebuttals to some of the allegations. WGU strongly disputes the claim made by the student that coercion was used to force enrollment via tuition payment at the conclusion of a term break. Term breaks are only available...

for one, two or three months in length. Otherwise, students consider withdrawing from the University if more time off is necessary. While it is accurate that students returning after a withdrawal are required to pay a nominal $100 readmission fee, it will be waived for students that return to WGU within six months. Only students who appear to have potential for success in the WGU model and within their selected program of study will be readmitted, and readmission is not automatic.The student acknowledges in their complaint that they were advised they would receive a prorated tuition from the university upon withdrawal. As disclosed in article 1061 of the public WGU Student Handbook, student-initiated withdrawal occurs when the student notifies WGU of the intent to withdraw, which was previously documented internally and satisfied the requirement. Students who withdraw before completing 60% of a term (the number of calendar days enrolled divided by the total number of calendar days in the term), are eligible for a prorated refund of tuition. The resource fee and other program specific fees are non-refundable. Once eligibility for a refund is calculated, the Student Accounts Office adjusts tuition charges and issues refunds, as applicable. WGU Student Services confirmed that tuition for the term would indeed be prorated according to policy and as explained by the Student Accounts Office.As always, WGU wishes the student the very best in their academic endeavors.

Complaint: [redacted]
I am rejecting this response because:  All transcripts have been submitted!!!!  Sending something with repeat classes that was clearly taken at University of Phoenix is unnecessary!!!!
Sincerely,
[redacted]

Unless a student does not have enough competency units (CUs) remaining in their program to be enrolled full-time, WGU requires full-time enrollment in at least 12 CUs for undergraduate students and 8 CUs for graduate students, as has been the case during the entirety of this student’s time at...

WGU.  Unless a payment plan has been arranged prior to the due date, tuition for the full term is due by the 1st day of each term.  Acceptance of term registration confirms agreement to pay tuition in full.  The term registration process requires students to accept registration for each individual course by manually selecting specific links within the WGU Student Portal website.  WGU cannot force a student to accept registration for any course, as this process requires physical actions on the part of the student.A recent policy change by the third-party billing service utilized by the student’s employer now requires requests for tuition reimbursement to include all enrolled courses for the term.  WGU did not anticipate this change and had no control over it, but we must adhere to the new requirement in order to use the service mandated by the student’s employer.  WGU instructed the student on how to obtain revised documentation, but apparently the student’s efforts were unsuccessful.  We are sympathetic to the fact that the student was expecting tuition to be covered but was unable to procure the required documentation, so we have already arranged for the student’s term registration to be rescinded and tuition charges to be reversed.  We are also in the process of facilitating the student’s withdrawal from WGU as requested.

Complaint: [redacted]
I am rejecting this response because:While I am fully aware of the licensure requirements in my state, I feel it is besides the point. The school changed their requirements right as I entered the cohort (I was part of a first group with the new requirements.) As it was, the school would not allow me to enter a cohort without a full years worth of classes outside the domain, even though I already had a B.A. from a school where I fulfilled the core academic  requirements. Perhaps the school can switch me to a non-licensure track and then we can proceed. 
Sincerely,
[redacted]

FERPA regulations prohibit the release of some details necessary to address some concerns. There is no evidence of any service lapse during the student’s abbreviated term with the university in early 2016. WGU also disputes the veracity of accusations regarding purported negligence or...

discrimination.As disclosed in article 1061 of the public WGU Student Handbook, administrative withdrawal occurs when WGU determines that students are no longer enrolled based on a variety of reasons, such as lack of academic activity, failure to establish enrollment at the beginning of a new term, or failure to pay tuition. Students who withdraw before completing 60% of a term (the number of calendar days enrolled divided by the total number of calendar days in the term), are eligible for a prorated refund of tuition. The resource fee and other program specific fees are non-refundable. Once eligibility for a refund is calculated, the Student Accounts Office adjusts tuition charges and issues refunds, as applicable. The withdrawal date is considered the last date of student academic activity, and was calculated accurately. WGU confirmed that tuition for the term was indeed prorated and the withdrawal was administered in accordance with established policy.The student offered that the account has been referred to a collection agency. Failure to meet financial obligations of any kind to the university may result in a financial hold and suspension of future services including enrollment for subsequent terms. In addition, delinquent accounts may be referred to a collection agency and the student will be responsible for additional late payment charges, interest, attorney's fees, and other costs and charges necessary for the collection of any amount not paid when due.As always, WGU wishes the student the very best in their academic endeavors.

Complaint: [redacted]
I am rejecting this response because:
1. The reasons for my withdrawal was lack of communication with my mentor for 20 or more days which was incorrect.  When I appealed to have the withdrawal rescinded I was provided a list of days in which my mentor attempted to contact me. After reviewing my phone records I received no calls from anyone fom WGU on those days. Futhermore I did speak with the program manager aND let him.know my progress. 2. For this term I explanation to my mentor the many issues that came up the had delayed my progress. There was a fire in my apartment building that forced the residents  to move. Both my sister in law abd aunt passed away in the july, my grandfather has been diagnosed with prostate cancer and alzheimer disease. I've been tasked with finding suitable home care for him in new York. As well as having to complete mandatory Epic training in Vermont for work and attain epic certification to keep my job. Finally even with all this I've managed to complete 2 of my 3 classes. Despite this fact and WGU lack of evidence that I failed to maintain contact for 20 or more days. I was withdrawn aND cannot receive credit for the classes even though no where in the handbook.does it state that following an withdraw a student cannot receive credit for classes passed before the end of the term
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:FERPA law does not apply since I'm am the student and clearly authorize WGU to release information about my student record. Again the issue is that I was withdrawn from my classes based on in accurate information provided by WGU. Futhermore my appeal for the withdrawal to be rescinded was denied based on student handbook communication protocol and WGU stated I received a list of calls from my mentor however I provided phone records to prove other wise. Again I would like either my tuition refunded or my withdrawal over turned
Sincerely,
[redacted]

The complainant contacted the WGU Student Services department July 23rd to share his complaint and a resolution was coordinated that waived the student's remaining balance.  Diploma and transcripts were mailed 8/4/15.

Access to
this student's WGU email account and course material was never restricted as
described in the student's complaint, and efforts were made to accommodate the
student's financial needs. The student
withdrew from WGU in the midst of the term, which left a prorated
balance
remaining on the account in accordance with WGU's Institutional Withdrawal
Refund Policy. WGU attempted to
negotiate payment options on the withdrawal balance to no avail, and the
student was correctly advised of the consequences of non-payment
WGU thoroughly
refutes the student's allegations. However,
we are sympathetic to the student's reported health issues and wish to resolve
this matter amicably as a show of good faith, so we have arranged for the
student's account to be removed from collections and the outstanding tuition
balance to be waived

WGU has administered the withdrawal in accordance with the Institutional Withdrawal Refund Policy, and respectfully declines to issue a refund beyond the prorated portion previously communicated. The complaint has been reviewed by the Associate Provost for Academic Services and is considered final.

The complainant enrolled
in his fourth term on November 1, 2014 and lost
financial aid eligibility due to inadequate academic progress during the
previous term. No
payments were made during November or December and the complainant was eventually enrolled in a...

payment
plan on January 15, 2015. The complainant failed to
make the first payment on-time and was therefore un-enrolled from the payment
plan and submitted for withdrawal on January 29, 2015.
·       
The complainant made a
single payment on January 30, 2015 and we cancelled the withdrawal process and
helped him re-enroll into a new payment plan for the remaining balance over 3
months (February – April). The complainant defaulted on the February and March scheduled payments and after multiple
efforts to collect these payments he was placed on financial hold on March 25,
2015 and was submitted again for withdrawal on April 14, 2015. 
·       
Nevertheless, WGU is willing to write-off the entire remaining unpaid balance with the condition
that the complainant pay a minimum of $[redacted] (the amount due had his last due of
attendance in fact been February 2, 2015, as suggested by the complainant) before
being readmitted at WGU in the future. The complainant has been contacted with this resolution and has expressed satisfaction with our resolution.

FERPA restrictions preclude WGU from discussing details of a student's records in this forum. The WGU Student Handbook details the accepted process for student formal complaints. WGU will do everything possible to resolve a proper student complaint, within the guidelines of WGU and Department of...

Education policies. We recommend that the complainant avail herself of the student complaint resolution process at WGU.

FERPA regulations prohibit the release of details necessary to address some concerns.The Department of Education for each state sets the licensure requirements in each program, and WGU incorporates those requirements into the specific degree program. Per Student Handbook article 19314, students in...

initial teacher preparation programs are required to pass all basic skills and content exams required to obtain a license in their home-state in order to graduate from WGU (including Utah required exams, if their state requires reciprocity).WGU has determined that, at this time, the student does not meet all the requirements for graduation. Because the student enrolled in the Post-Baccalaureate Teacher Prep Program Elementary Education (K-8), all related graduation requirements must be met in order to confer a degree. For the Teachers College, this includes completing licensure requirements set by the state that are specific to the program. While the student is now seeking Early Childhood certification, WGU is unable to recommend the student for either graduation or licensure in their state without completing all requirements related to the elementary education degree program for which they were enrolled. WGU cannot use their state’s Early Childhood requirements to satisfy the requirements for graduation in their designated program. Once WGU receives the passing score for the remaining content exam, the student will be able to readmit and appeal for graduation from their elementary education program.As always, WGU wishes the student the very best in their academic endeavors.

FERPA regulations prohibit the release of details necessary to provide specific rebuttals to the student's allegations, but the description of the events in the student's complaint is incomplete and inaccurate. The student was unresponsive to WGU's extensive efforts to assist with concerns
referenced in the complaint that occurred during the student's enrollment at WGU The WGU Teachers College has a high expectation for the demonstrated ethics, behaviors, and dispositions of our students as they transition from the role of student, to teacher candidate, to graduate, and ultimately to a certified teacher in our nation's schools. These expectations are outlined in our Teachers College Code of Ethics, Professional Behaviors and Dispositions. Students are expected to demonstrate professional behavior in their interactions (written, verbal, and non-verbal) with other WGU students, WGU faculty and staff, as well as with those they encounter in the field.WGU's Readmission Policy states that only students who appear to have potential for success in the WGU model and within their selected program of study will be readmitted. Readmission is not automatic and could be denied for any of the following reasons:Failure to comply with the WGU code of student conduct;Failure to meet academic progress requirements;Administratively withdrawn for non-payment, non-response or inactivity;Multiple withdrawals, either administratively or by request.Unfortunately, the decision not to readmit this student into a teaching licensure program is final. However, the student is eligible for readmission to other, non-licensure programs at WGU, and we would be more than happy to assist with this process if the student wishes to submit another application for readmission

Complaint: [redacted]
I am rejecting this response because: They indicated that they would be sending me a refund via two emails received Monday, August 31st indicating two different amounts of refunds totaling $795.  I logged into my WGU student account and they had posted two refunds totaling $145. In this response via the Revdex.com,  they said they would not refund the fee. I am not sure what to believe. This is further proof that the communication from WGU is less than clear. 
Sincerely,
Kimberly G[redacted]

Because of FERPA restrictions, WGU cannot discuss details of students' academic history in this semi-public forum. WGU has received correspondence directly from Complainant, and a resolution has been offered to her, to which she has not responded.