Complain about a product or service

University of Phoenix - Financial Aid

Beatrice of Minot ND (06/17/08)
I am going to give you a timeline of things and I am expecting that the University is going to make this right or I will pursue it in any and every manner possible. April 1 - April 7: Several correspondences went back and forth between myself and Alex regarding how to note my payment in the application process. When I was enrolled in the fall, I entered financial aid and no second option. The loan was processed and all was well. However, I was advised that this time, even though I was pursuing a private loan - which I advised MULTIPLE TIMES - I needed to note tuition reimbursement and cash. I was assured that my CC would not be charged because the loan would be processed. I was never referred to financial aid, and because I wasn't enrolled, I didn't have an advisor.

April 11 - I received enrolled confirmation from U of P. May 7 - I contacted Christopher, since he was listed on my home page as my financial advisor still. I advised that Wells Fargo had informed me that they had not heard back from U of P and that my loan was subject to cancellation without verification from the university. At this point, he and Alex advised me that Mark was my current advisor. (I would soon learn that my pleasant experience with Christopher last year is apparently NOT the norm at the U of P).

May 8 - I forwarded the same correspondence to Mark advising him that WF was inquiring about enrollment certification. At this point, I was into my second week of the class. May 15 - I contact Mark again and advised him that I was concerned because I was in week three of the class and nothing from the school to WF yet. I received the following response: Sorry for the delay in my response, but I just returned from bereavement leave. Your private loan information has populated and is in process for certification. You signed the document on 5/10 and we are still waiting for the loan to be certified by our Accounting Department. We should see something by mid-to-end of week next week. If it doesnt show, I will begin take the necessary steps of official inquiry as to where our Accounting Department is in the process. I will keep you informed of any movement on your account. If you have any further questions or concerns regarding this or any other matter pertaining to your account, please do not hesitate to contact me.

May 29 - My class is two days from ending and I am still waiting for my loan to be processed. I AGAIN advised Mark that I am not confortable with the time it has taken and I wanted to make sure that there was NOTHING ELSE needed from me.

June 1 - I contacted Mark AGAIN and asked when payment would be applied. I was more than aware that by Tuesday, June 3, I would no longer be enrolled. NOW...Mark advises me that the payment is not processed because my payment schedule is mark as deferred: I was unable to contact you by phone, so I left a message. The reason your account is showing as not paid? is because it hasnt been paid for. As a DEFERRED student, your card is not due to be charged for the class until 6/28/08. If you would like an invoice showing paid,? please go online and pay 1305.60. I am also going to need a new credit card on file or your primary payment option will be changed to CASH and all payments or balances will have to be settled two-weeks before the start date of each class. I hope this information proves helpful. If you have any further questions regarding this matter, please do not hesitate to contact me. (My intention was to submit my class for tuition reimbursement but that has to be done within 2 weeks of completing the course so that option no longer exists either!)

June 2 - I immediately advised him that this is NOT correct. There is a private loan from WF (as I had informed his numerous times for the past month). June 3 - I followed up YET AGAIN with Mark and he advised me: The private loan in the amount of 5000.00 is showing as signed and credit approved on 5/10/08. Sometimes this information takes a bit of time to process. I will keep you posted on any further activity. Have a great day!

Now someone tell me a) what this $5000 loan is if I never submitted a Wells Fargo request while enrolled and b) why wasn't I informed May 10, 2008 that I was missing a Master Promissory Note?

June 11 - Still no activity on my account. I received another correspondence from Wells Fargo advising that they still have not received verification from U of P, so I emailed Mark, AGAIN and asked what was going on. Now, the story changes, and he states that they are waiting on enrollment verification and he has forwarded the info to Audrey . I am concerned because this is a new name. Alex was my advisor for CCP 300.

First of all, it is never a bother to deal with your questions and concerns regarding your finances. The letter you received from Wells Fargo is standard and it is just a matter of time before our Accounting Dept. contacts them with the needed information to process your loan application. I have contacted Audrey, your Academic Advisor, to insure that your schedule is completely built as this is one of the parameters needed before your private loan can be certified.

June 13 - I emailed Mark because I am afraid that there is some confusion on my account. I reiterated to him that the Wells Fargo loan was to be processed for the April 29 - June 2 class and that I needed to get the credit on my account. June 17 - Today I received an utterly confusing email from Mark advising me that because I withdrew from the second course - CCP301 - my loan was not processed for the first course. His explanation was that the loan was not guaranteed when I was enrolled and that I erred by my not ensuring that it was guaranteed. He informed me that I had not signed a MPN with Citibank, which obviously indicates that he has NO IDEA what is going on with my account. The Citibank loan was submitted a week ago for classes in July. It has NOTHING to do with the class that I just completed!

Now, part of the money put aside for my son's braces are being used to pay for my class until resolve this matter - IF they resolve this matter. No one can resolve the situation - it's a classic scenario of pass the buck and I am the only one inconvenienced. At this point, I have emailed/phoned my advisor, the team lead, the financial aid manager and the university president. After four hours, no one has called me back and I am still $1300 in the hole!

Raymond of White House TN (05/15/08)
Where do I start? I have been in the MBA program at UoP since June 2007. I am going to school on my GI Bill. Twice the young and inexpierenced financial aid girl caused a shortfall in the amount of money I get per month. That resulted in having to contact the Veterans Administration to clear up the matter each time. They use the term Academic Counselor very loosley at UoP. One typically thinks of someone a bit older and wiser to be an advisor or counselor. Such was the case with my undergrad degree that I got at a traditional school.

At UoP my Academic Advisors have all been young women in their early to mid twenties. With little or no real world experience they are worthless when it comes to academic advice. Whenever I call on my Academic counselor it takes over 24 hours for her to respond. When I complained about this to the school I was given another young kid who was supposed to be the supervisor. As for the classes, I have gained little from the school. I have told various memebers of the school staff that I have gained nothing that I could not have learned on my own by going to a book store and buying books on the topics of study. The only reason I continue is that I am over half way completed with the degree.

The consequences are that I beleive I will have an inferior MBA when I finish the course. There is no way anyone can learn as much going to UoP as they would in a traditional university. I do not recommend the school to anyone.

Gloria of Southport MI (05/08/08)
I was pressured to begin classes twice before financial aide was approved. The first time I was pressured it was like buying a house without knowing the terms and conditions first and the second time I had been out of class for a period of time and the funds were returned so they needed to be applied for and in the meantime I was urged strongly to start the class. The funds did not get returned and I am out $2 grand and they turned me over to a collection agency because I was only making $50 or under a month in payment.

Can't get a job now without transcript/diploma and UOP turned me over to an agency (Platinum Recovery) without giving me notice. PR hounds me monthly for money that I do not have. If any one can help or knows who to call- I would sooooo very much appreciate it. Stressed UOP graduate with no job and NO MONEY! It is not that I don't want to pay but it would be a hell of a lot easier if I had the transcript/diploma to show when job seeking and then having a job I could get them off my back! I would love and appreciate help!

Economic and Emotional Hardship and Stress, had to be put on anti anxiety meds perscribed by MD

Linh of Vista CA (04/23/08)
I obtained my Bachelor's from the school in 2004 and am returning to finish my MBA. I began my enrollement including financial aide process in December. My first class began 01/02/2008. I received a bill for my class and contacted my financial aide counselor. I was informed that my financial aide would take care of that and not to worry about the bill. I than received a call from financial aide that they needed citizenship information to complete my fincial aide requset. I provided the information requested and again my counselor said I was fine to continue. I finished my 1st class and took a 6 week break to allow them time to work on my fincial aide issue.

I began my 2nd class in March and recieved another bill. I contacted my counselor again and she said, they need a new promissary note. I worked with a Sallie Mae associate and signed a new promissary note. My counsleor said , I am good to continue as they wait for the funds to be certified and post to my account. I finished my 2nd class and than they said oh we can not disburse the funds becuase there is no scheduled classes. Than my academic counsleor created a MOCK schedule. So than I checked back again and my financial aide counsleor said don't worry about the bill, your financial aide will take care of that when it posts.

Finally I get a call that I am on academic and financial aide disqualification? So the school has financial aide issues this whole time but yet continued to reassure me that I was ok, to continue with my classes and that my fincial aide will get resolve? I than was asked by my fincial aide counsleor to pay my bill in full or it will be forwarded to collections? When I first began, I was not notified that I was on academic probation? How can someone be on academic probation from 4 years ago?

I had to pay $3,850.60 out of my own pockets to avoid collections.

Karla of Magnolia TX (04/07/08)
I have been enrolled with the UoP since 2006 with their online department. I did not have any problems until close to graduation. With four classes left to go before I receive my Associate's Degree, my finanical counselor called to let me know their ADG team needed to make contact with me to see if I was going to continue. Two days later, my financial counselor called me to let me know she received the note from the ADG team, but now there is another problem. The financial institute I went through for Financial Aid stopped giving out loans. You know they had to of known about this for weeks.

I found another lender, did all the necessary paperwork, and was supposed to get a call from my financial counselor the following day, never did. I am set to start new classes next week, got a call from the financial counselor today to notify me that I was not clear to start the next set of classes. I am being pushed back, resulting in not graduation when I was told I would. I do not want this break, I want to be done with them. I would not recommend this school to anyone. The faculity is very difficult to get a hold of, and no one knows how to do their job, they are to incompetent.

Will now have two loans to pay back instead of one. Resulting in being pushed back delaying my graduation, and cannot make other plans with another school.

Leslie of Kapolei HI (04/01/08)
I have been a student at UOP since April 2003. On many different occasions I contacted my financial aid advisor (which not to mention changed almost every other month) in regards to my PELL Grant monies out of concern that I was not receiving it, but I qualified and was entitled to it. Every time I called I was assured that I was getting the full amount and if it didn't show up posted on my account history not to worry because the reason being was the way my classes were scheduled and the time that I applied for financial aid overlapped into another year.

Another time I was told I would recieve one big disbursement in the end because I did not recieve monies for one year and not to worry about it because they were handling it and taking care of it. So I trusted them and believed their reasons thinking that they do this everyday so they are experts in the area and know what they are talking about. I have since graduated from UOP as of this month and to my dismay I am missing three different PELL Grants which I was entitled to, totaling $4,564. I again contacted my Financial Aid Advisor regarding the matter and he is now telling me there is nothing they can do about it because I am not in that school year anymore despite it being all their fault. He never really addresses my concerns and keeps insisting for me to sign off on UOP's liability waiver. I never pursued action in previous years because I was always assured with some story by staff that it would work out and be fine and I would get every penny I was entitled too. Strangely, last week I accessed the information posted on the National Student Loan Database (nslds.ed.gov) and according to the information there I did recieve the funds. Based on my calculations I recieved to date $17,946 in PELL Grants, but the total amount stated on the database is $24,510. Can someone please tell me what is going on?

Irma of Unknown HI (04/01/08)
UOP is hurting military veterans when sending enrollment verifications to VA. UOP will not send the right number of dates attended per class and a consequence of this, VA will not refund 100% of the monthly payment to the veteran. Military veterans put their lives on risk everyday while on active duty and GI BILL is not a free benefit.

UOP is taking money from military veterans by not sending the right enrollment dates.

Zandra of Charlotte NC (03/29/08)
I enrolled at University of Phoenix in January on the twenty-eighth. I had received an email from one of my teachers that was rude. I received the email on March 4, 2008, and I was upset with the way that she was talking to me. Now they tell me that I have to pay for a class to take over when I am not that dumb and stupid and know that financial aid is suppose to cover my costs for me to take this class over.

The technical support team is good. My enrollment counselor is good. But I'm not sure I want to attend this school anymore. I am highly disappointed in this school because of the simple fact that financial aid is supposed to cover this class that I have to take over and now I am sitting here because they are telling me that I have to get a student loan or a private loan for my class. Why I must pay for a class when my financial aid is suppose to cover my classes? The instructor did not keep in touch with me when I asked questions about how I can get my grade pulled up.

I am really disappointed in my school because of the simple fact that I feel like one class should not stop you from going to the other courses. One class should not have anything to do with another class. I think that it is sad that because of one class or if you drop out, they will try to bill you for it when your financial aid is suppose to cover for your classes.

The damaged that resulted of this is the fact that the school is saying that there is nothing that they can do when I know already about financial aid. I am highly disappointed that there is nothing that they can do so that I can help better myself for me and my children's lives.

Amy of Trulock CA (03/12/08)
I walked in looking for info and I asked one particular question - did they accept all the credits from Maric college?. I had just graduated with a AA in criminal justice. She told me, yes they did, and looked in her little book and said they are connected some how through national accreditation. A week or so goes buy and I get all these high bills in the mail so I ask to speak with a financial adviser. There are not in the Modesto office. So I talked with an adviser over the phone. She made an appointment with me to come to Modesto, then cancelled that day.

Anyway it turned out to be $13,000 more then I was told. I said forget it. And the reason was because all my credits didn't transfer. Again they lied. Then they asked me for $500.00 difference in the year and couldn't really explain, then I get $918.00. What? I then was told it was a mistake and sign and bring it back. So I did, just wanting to wash my hands. Then they call and tell a $4000 check is on its way, don't cash it. What? Luckily I have all my paper work so I will get to the bottom of this scandal.

Eric of Huber Heights OH (02/26/08)
I decided to go back to school in December 2006. I began to research different colleges and universities and finally decided to go with University Of Phoenix. I was contacted by an enrollment counselor in early January of 2007 who basically rushed me through all of the paper work, including the loan and grant process. I finally started attending the University Of Phoenix around the middle of January. At first I was contacted by my financial aid counselor who told me that I would owe approximately $1700 to be split between my 4th and 8th classes. I was fine with this. As my 4th class approached I received an additional dispersement of $875 which was supposed to split between my 4th and 8th classes. I tried for quite sometime to get in contact with my financial aid counselor, which had changed two times since I started attending. I finally go through to my financial aid counselor who told me that I would owe $452 for my 4th class and $453 for my 8th class.

When I started my fifth class the University Of Phoenix was supposed to release my next round of financial aid grants and loans for my next 4 classes. I received a bill from the University for $2557 or so, which surprised me quite a bit. I tried to contact my financial aid and academic counselors on a daily basis for ten weeks. Finally I was able to speak with my academic counselor who helped me contact my financial aid counselor. When I talked to her, she told me that I did not have any more financial aid and that I would have to pay $1329 dollars for my 8th class before I could continue on. When I questioned her about what I had been told by my first financial aid counselor she told me that I had been misinformed and that this was what I owed. I continued to question this daily through my 5th, 6th and 7th, classes. I was so concerned about this issue that I failed my 7th class and was told that I would have to retake the class at my expense.

I became very discouraged because I could not raise the necessary funds to continue my degree program. I protested what I owed until my financial aid counselor suddenly found $2025 that had not been dispursed to me from my financial aid grants. When she discovered this, I had gone past the 29 day inactivity period and was assessed a $2000 return to lender fee. My financial aid counselor told me to get my financial aid grants and loans for the 2007-2008 school year so the university could get me back in class and take care of the return to lender charges. I reapplied for my grants and loans and low and behold my financial aid counselor told me that I still owed $1856 before I could start back to school. Not only that, but she told me that I would be assessed another return to lender fee and be charged for the class I failed and any classes I had not taken.

I am planning to file fraud and misappropiation of funds charges with the US Attorney General in my state and city. I have contacted the FBI who recommended this action. I am also reporting the University of Phoenix to the board of regents in my state as well as the Department Of Education and the BBS in both my city and state as well as in Phoenix, Arizona. I encourage anyone attending this school to withdraw and go somewhere else because of their questionable and unscrupulous business practices. Please don't be taken in like I was.

I am now in debt for $6500 in student loans and so far $1856 to the University of Phoenix. I want to return to school and receive my Bachelor's of Science in Information Technology, but I am extremely leery of any school because of this experience. I currently work for a large retailer with limited hours and will have great difficulty in repaying this loan or any other charges.

Jennifer of Grass Valley CA (01/28/08)
Prior to enrollment at University of Phoenix/ Axia College, which is an online course in information technology, I was told I was getting a grant to attend. Next thing I know I get student loan papers for not one loan but two. Much higher than the one I applied for. I was told that each block of classes which was two classes at nine weeks total would cost me $750 per block. Then I get a bill for $950 a block. So I call my enrollment councelor and he states that it was $950 per block, so I said ok, whatever. Three blocks into my Education in Information Technology I get another bill for the amount of $950 per CLASS. That is $1900 a block. So I called and called and didn't get any response. I finally got a hold of my financial advisor and she tells me that it was all written in the contract I signed. I never signed any contract. And I never signed for a $7500 loan. I signed for a $2500 loan. So I called my lender and canceled the other disbursement of my loan. However This school still burnt me for $4500. So I have filed a complaint with the BBB.

I am very discouraged about furthering my education through a university. So I have decided to attend a technical school. I still have a huge student loan to pay off because I listened to this University of Phoenix enrollment councelor. I attended that college for 7 months and learned absolutely nothing.

Larika of Nashville TN (12/01/07)
I enrolled in UofPhoenix in August and applied for financial aid. I informed the adviser that I did not want to do any loans, but they had me sign a paper for student loans to have on file for future reference. I received a bill for $348 stating that my financial aid and Pell grant did not cover my whole semester. I went on line to take out a private loan with Sallie Mae for the balance only to be told that I had already taken out a loan for $8500. The total amount they said I received from financial aid and another loan for $671 was on the way, as of Dec 3, 2007. I'm wondering if I was approved for financial aid and a Pell grant (which should have been enough to cover my cost), then why did they take out a loan on my behalf without notifying me?

I have sent an email to the financial adviser explaining UOP actions. Until then I will probably not go back after this class. When I added up all the money that they have received so far for fall and spring semester it was over $21,000. I work to take care of three children, and I don't need to added stress. I already have student loans and wouldn't imagine a school of well-known status to be taking from people barely making it financially. I am so upset and can't believe what is happening. I want Sallie Mae to be refunded the money I did not authorize since I was granted financial aid and a Pell. I feel that UofP are pocketing the rest of the money because I haven't seen a check in my name for a refund or a credit on my school account summary. Please help! This is the first semester and I hope I can get out of this situation with the skin on my back.

Karla of Canal Winchester OH (11/18/07)
I recently finished my last two classes in the associates program and was notified by my academic counselor that I needed to fill out a form and fax it back with my full name and the name of the program I completed. I completed and faxed the information back and was told it would be 4-6 weeks before I would receive my degree. It has now been almost 3 months and the only thing I have received is several notices stating that I owe $1900.00 for my last two classes, I have an email from my financial aid counselor stating what my options are if I decided to continue on with the Bachelors program or if I decided to stop at my Associates. The information she gave me was not at all how things turned out. I was told that if I chose to discontinue then I would only receive a portion of my student loan that would cover my last 2 classes and then I would receive the remainder which would be approx $752. I have made several phone calls and have left several messages not only with the financial aid counselor, but with the manager of finance as well. I have also sent several emails begging for someone to please call me and so far I have not had one phone message returned. I was a 3.7 student and all I am asking for is what I have earned - my degree. I have been told by my financial aid counselor that until the $1900 is paid, I will not receive my degree.

This could potentially affect my credit and my credibility for future student loans.  I am not even asking for the $752 that is owed to me, I just want my degree that I earned.

Jean of Vancouver WA (07/31/07)
I too have had over 6 counselors in 2 years. I can never get a straight answer from anyone. They also claim they will return your calls. They never do. It is horrible. I would not recommend this school to anyone.

Joice of Saint Louis MO (07/25/07)
I had started the school back in May. When talking to my enrollment counselor she explained to me that I should be receiving full financial aid, not making it clear that, that's including loans. So I started my class and my financial aid advisor was suppose to call me and she didn't so I called her she said that she has not heard anything so three weeks into the class I decided to contact her again.

Finally I called she told me that I got full financial aid and had taken out loans plus owe somemore money I told her that I wasn't aware of that and she basically told me that I was a liar. I asked her how can I get out of these classes she told me that I can withdraw but then I would owe for this class I am taking so I decided to stay, plus I had to deal with the rude professor.

After all of that was finished I had to take out another loan. With this I was suppose to have the extra money sent to me once the money was disbursed now they are tell me that they are not going to send me the money because I have other fees. This is a double talking school and keep you confused.

Michelle of Rapid City SD (04/04/07)
Attended the school from 2001-2002. Received a Federal Perkins Loan and was led to believe that was through same company my other loans were through (Sallie Mae). After leaving the school in 2002, I received nothing to let me know that I would have to pay U of P. In February of 2007, reviewed my credit report, as I was denied credit, to find that I am default on this loan. After much research, found out that was for the Federal Perkins Loan that went into repayment 5/1/06 instead of 6 months after leaving school. I also discovered that this should have went into repayment six months after I left U of P, which would have put the repayment date in November of 2001. I had received NO contact information concerning the repayment of this loan.

The U of P has had my information as I have requested transcripts between the time I left them in 2001 and this repayment start in 2006. I have tried contacting numerous people with the U of P who can tell me nothing. They keep giving me numbers to people who give me other numbers to other people. I have had no resolution on this and have since lost my financial aid, have had to drop out of my current school, had my credit negatively impacted to the point of being denied credit and, now, have a collection person hounding me.

Yvonne of Big Bear Lake CA (03/27/07)

I have been attending UOP since May 2005. I have a GPA of 4.0. I had never had any problems with UOP until July 2006. I reapplied for my financial aid and was approved for the full amount including the full amount for student loans. As of today 3/28/07 I have not received any reimbursements. I have contacted my financial aid counselors and I always told the same thing. It will be 0 to 60 days before the money is released. Every two weeks I contact my financial aid counselor and its always a new one. I now owe $3420, I have 4 weeks till I receive my degree and if that money is not paid by then, I do not receive my degree. All that time, effort and hard work was a waste of time.

Brian of Phoenix AZ (03/27/07)
After multiple emails that went unanswered to my financial aid counselor regarding my upcoming out of pocket expenses and pending student loan, I decided to contact here superior regarding the poor service. At the time I has posted in the first week of a on-line class, but withdrew after 4 days due to lack of information regarding my financial circumstances and ability to pay. Finally I spoke with the Finanicail Aid Manager and she assured me I would not be billed for those days and my financial aid counselor would be changed. Now I am receiving bills for $455.00 and still show the same financial counselor. No one will return my calls, I have officially withdrawn and refuse to pay the outstanding bill. I also have know idea what is going on with the federally gauranteed student loan that I entrusted University of Phoenix with, the committment consumer service and the working student is false advertising.

Outstanding bill for class I did not officially take, delay in my education process. Cannot get any inforamtion on my pending student loan. 

Nathaniel of Beaverdam AZ (02/07/07)
I have been getting harassing phone calls from collections agencies because University of Phoenix will not return phone calls and have been harassing me out of out of pocket costs. They completely refuse to grant me any assistance or grants to continue my education, and/or attempted to start aid and willingly and unlawfully lost all data and my application for any aid. They started my classes anyway and are trying to defraud me for the out of pocket costs that should have been covered by grants or federal aid.

They basically have given me nothing for the cost of the class, and despite all the work turned in, failed me out of the class to willingly to get the money. I did all of their work and according to the instructor it did not meet with is standards and basically failed with full knowledge of the consequences.

They are threatening to garnish wages on my salary, making it impossible to live, and basically are pushing me into a level of poverty and homelessness. All my funds needs to goto bills and survival. I want to stop their collection calls and tell them to go away. I do not make enough money to cover my rent, car and phone, fix my teeth and to be able to pay this debt. I need to speak with an attorney and to see if their are any options to stop them.

Sandra of Phoenix AZ (12/16/06)
I enrolled in the University. I was asked to signed over my student loans disbursements to the university for them to be in charge of the disbursements. They had me attend classes that were not paid by the student loans, and without my permission and now they want me to pay for them and they have given me a bad report on the credit bureau.

I have not been able to finish my last seven classes towards my bachelor's since I was getting financial aid and had no money to pay them $5,750.00 that they want me to pay out of pocket first. I was not able to consolidate that amount to my student loans. I have not been able to apply for aditional grants (that I got before) because of the outstanding balance.

Paige of Yeagertown PA (11/09/06)
Has my personal school loan, refuses to refund the money, has lied to me, refused to take calls, refused to return messages. The teachers are a joke, they do not explain anything, one was rude, not only with me but other students as well. Beware, they are thieves. If you like headaches, stress and being given the run around then go to this so called school. Personally I am complaining to anyone who will listen, and I will be contacting a attorney in the morning.

They are holding my personal loan, all of my classes and debts through the school are paid off, they refuse to release the money to me as promised, and I am not able to make my bills. I am also required to pay back a five thousand dollar loan, that I have not seen.

Lashay of Sonoma CA (08/11/06)
My final disbursement for financial aid posted to University of Phoenix(UOP)on April 21, 2006. On May 23, 2006, I began the final course required to obtain my degree from UOP. Because I took several CLEP test, I was not required to take a few courses, this resulted in an overpayment of financial aid. I contacted my financial advisor, Ricci J, and was told that the money would most likely be disbursed to me and I would receive the funds in 2-4 weeks.

At the end of May, beginning of June, I contacted Ms. J and asked if the funds could be released to me because of a family emergency. Ms. J stated she would put in a Heat ticket requesting the funds be released right away. She told me she would contact me in a few days with an answer. I did not hear from her. After several attempts to contact her I was successful in speaking with her. She informed me I would not receive the funds until I completed my final course to ensure that I passed the course. I completed my final course around June 23, 2006. Upon completion of my final course, I attempted to contact Ms. J several times again. She did not return my calls so I requested to speak to her supervisor.

To my amazement, I was connected with Ms. J who appeared to be upset with my persistence. This time I was told that I had not received the funds because I had not applied for graduation or my diploma. Ms. J stated that as soon as I had done that she would sign off on paperwork to have the funds released to me. Immediately following our conversation, I completed the steps necessary to receive my diploma. To this date, August 11, 2006, I have not received the funds. It is difficult to get information about the delay and no one seems to know who I need to speak to in order to resolve the issue.

Patrycja of Lyons IL (08/09/06)
In June of 2005, I applied at the University of Phoenix Online (UOP) classes. I was so excited about furthering my education and UOP was my ticket to a great future. My Business and Technology Counselor, Mr. Jeffrey W helped me fill out the admission application. Originally, I indicated that I did not want any loans for school and that I would only apply if Financial Aid would cover most of the costs. Mr. Jeffery W informed me that in order to finish the application I had to choose a loan and that this was just a standard procedure.

I told him several times that if Financial Aid will not cover the school I do not want any loans. He responded by saying that I should not worry. He informed me that $10,000.00 would be guaranteed with financial aid and that only about $1,425.00 would be the out of pocket expense. Therefore, I picked out the loan that Mr. Jeffery W recommended which was ACS out of UTICA, NY and my application was processed. He said that everything looked good and that I will start my class on June 28, 2005.

From there on, I was under the impression that Financial Aid covered the $10,000 and that the $1,425.00 would be out of pocket. I began making payments towards the $1,425.00 back in the middle of October 2005. Recently I have been thinking about focusing more on my current career, so I decided to resign from UOP. On March 6, 2006, I contacted my financial aid counselor from the University of Phoenix, Ms. Sonia C and asked her how many more classes would I have to take in order for the Financial Aid not to fall thru. Sonia told me that I would need to take two more classes in order to omit financial repercussions and return to lender fees.

From there, I began my classes, and continued thinking that I would not have to pay if I just finish the two remaining classes. Meanwhile, the lender (ACS) called me stating that in about 6 months they will send me my first bill because I am no longer in school. At that moment, I thought that ACS was a department of financial aid and that they wanted to send me the bill because they thought that I was no longer in school, because I took a break before. I told them that I was currently in school and that the papers must have crossed from school indicating that I was attending. They told me that I have to call the school and get an ‘In School Deferment form’ filled out.

Again, I contacted my financial aid counselor and we filled out the form. Sonia informed me that it would take a few weeks to process the paperwork and that in a few weeks I should follow up. On April 17, 2006, I contacted my financial aid counselor Sonia; I left her a voicemail inquiring about how everything was going. I also called the lender (ACS) still thinking that I was getting Financial Aid. They told me that everything was received and processed and that everything was OK. I then emailed Sonia letting her know that everything was OK and to remind her that the current class would be my last and to make sure that there will be no out of pocket expense for me after that.  ...

She responded with “You will not have a return to Lender with the school. You will have to repay your loan after the deferment period is up, 6 months from the last date of attendance. I cannot tell you you don't owe the lender anything, however you will not have a Return to Lender with the school and lender. For repayment question please contact your lender directly. Please let me know if this helps. Thanks” (Sonia Cleveland, Tue, 18 Apr 2006 13:58:09 -0700) I called the lender and they told me that I owe $10, 558.00, I panicked and started asking more question. I email Sonia asking “Sonia, Please call me when you get a chance because I am very confused right now, why am I paying a loan in 6 months if financial aid was to cover most of the school payments. $10,000 is a lot of money, and when I was signing up for school I was told that I wont have to pay anything, accept the occasional $1000 and something which I paid already once, few months ago. The $10,000 I was told, was guaranteed by financial aid.

The UOP tricked me into believing that the $10,000.00 was covered by financial aid.

Shauna of Ridgeland SC (07/14/06)
I recently became aware that I still have a loan balance through Citibank. A loan which I did not authorize and I immediately canceled. It was my understanding that all the money was returned to the bank. Apparently for whatever reason is was not. I now have a bill, which I do not feel that I should be held responsible for, because Of a situation that I believed resolved months ago. I was made to believe by your representative Mathew W, that I was signing up for a trial class. I was told that it was just a class to orientate myself on how on-line classes worked. So that I could see if it was something that would work for me.

It did not work out, I canceled and I thought that would be the end of it. I ended up going through a very long drawn out processes trying to explain to everyone and anyone that would listen that Mr. W had lied to me. And I should not be held responsible for the bills that were now coming in. As it turns out now I’m getting a bill from the bank, because the full amount of the loan, which was issued to you, was not returned to them.

Michael of Swartz Creek MI (07/10/06)
I was enrolled in the MBA/TM program, and had completed all but 2 of the courses required for the degree when I was told that Financial Aid for the last two classes would not be available because they only accounted for 6 total credits and this was not full-time student status. When I entered the program I was assured that I could get Financial Aid for the entire program that would cover all courses plus some extra. Furious, I contacted the home campus financial aid office and they said this is incorrect. When I called back the local Detroit Campus, I was told that aid was not available and given the reason as I stated above.

When I explained to them what my discussion with the home campus office covered, they said they'd get back to me. I received a letter withdrawing me from the program, freezing my transcripts, both undergraduate (which was completed and paid for) and my graduate.

To date, nothing has transpired, my account is still frozen, my transcripts are still frozen and I have been told that I cannot finish until I pay for all three classes up front; $3,300.00.

Summer of Ames IA (05/03/06)
I was looking into taking classes through University of Phoenix online. I was pressured greatly by a counselor and was repeatedly emailed, called, harrassed and pushed into enrolling. I agreed because I did want to pursue a Master's Degree, however, I had repeatedly stated that I did not want to enroll or even start classes until I was approved for financial aid as I had no other way to pay. I repeatedly stated this and was told and pressured by my counselor and a financial advisor that my financial aid was being processed and do worry, but I needed to get started with classes. When I received a letter stating that I was "denied" financial aid, I told UOP to drop me out of the class because of this letter.

I was then called, emailed,etc. and told that this letter was sent in error and everything was being processed with my financial aid. I was pressured to have my start date changed for the class and it was changed even though I did not want to start ANY class until my financial aid was "awarded" to me. I was ignored and a changed start date of April 4th was inacted. Not even before the first week was over, I sent an email requesting withdrawal from UOP as no information or approval of financial aid was received.

A week or two after such, I was sent an email and received a phone call stating that I had a balance due on my student account. I was astonished by this. I then sent an email back to Jonathan Smout concerning this matter. He then sent me an email back and stated those were the charges for the class and that my account was being turned over to collections already. To date, I have yet to do anything about this, but I am trying to obtain as much information as possible online before filing a claim in Small Claims Court against UOP.

Jennifer of Boise ID (04/20/06)
I started the online MBA program in 2001. For the first classes I took, everything went fairly smoothly, as I was on a corporate payment plan. In 2002 I got divorced and took a short leave of absence. When I started my program back up, I ended up having to apply for financial aid (I couldn't afford the taxation) in order to finish my program. I worked with numerous individuals who promised that my financial aid would be processed and that I could take my courses.

In 2004, I was at a point where I could no longer afford to attend without the aid and I officially applied for the financial aid. My advisor at the time said that it would be approved with no issues and that I would have it in a month. Over the next several months, I was alternately told that they didn't process it because I was on the corporate aid, and that they had processed it and I would be getting it soon. I didn't know which to believe - the second choice should have been obvious by this point. Over the next several months, I struggled with the financial aid department. After talking me into taking a summer course without the aid approved "because it will be processed in time" and I wouldn't have to worry.

At one point I was assured that my aid would be approved and provided by July. I was talked into taking ANOTHER course at this time with the promise of aid on the way. Around this time, my advisor stopped responding to my emails and phonecalls. I ended up sick during this time and ended up getting an incomplete. I was unable to finish the class in time, and was told I'd have to retake it (which would have to come out of my pocket entirely). In September, I found out the advisor was no longer with the company and I had a new one. He promised the same things as the first, yet I still did not get aid processed.

There was no way that I could retake the course without any aid, but the new advisor talked me into it as well, saying that he could approve financial aid retroactively. Several complications later, I still had not received any aid. I was suffering major financial hardship at this time, which caused major physical issues and I ended up with another incomplete that I had to cover (trying to pay my bills that I would have been able to cover had UP processed my financial aid as promised). At this point I was told that I would have to retake those two course - paying out of my pocket - before they could process my aid. I took out hardship withdrawals out of my 401k to do this and I successfully completed those two classes. ...

I had to take out several hardship withdrawals (penalized) from my 401k to pay for classes I was promised I would be covered by financial aid with. I was forced and coerced into a position where I had to take a class that I couldn't afford that I am still trying to pay off slowly - that should be adequately covered by financial aid (Either Sallie Mae or Citibank - they have their option!). I nearly had to file bankruptcy last summer to get through this, but I stuck it out because I felt it was the right thing to do, even though I had been wronged greatly and lied to. After almost two years of going through this financial aid circus, I broke down to where I had to go on anti-depressants in order to deal with the extra excessive financial burden I had to deal with. I haven't attended classes since April of 2005, yet I am still dealing with the physical, emotional and economic effects on my experience at UP. I still don't have the MBA that I have worked very hard for, either. I don't know if I will ever be able to finish it if UP won't follow through with the financial aid.

Richard of Winchester CA (2/7/03):
I enrolled in the University of Phoenix December of 2002. I was told to just get my paper work done, sign this promissary note. I was told that I would only have to pay $85.00 if I could not complete the first course. I tried and tried to figure out was going on. This was the online version of the class. I was lost the entire time. Had no clue what was going on. Posted messages in the message board twice to ask what it was we were even supposed to be doing? When it was all over I found out my counselor was posting for me in the message boards to show that I had attended. Apparently there was a commision for the so-called Counselor.

Now I am getting a bill for $577.00! I never even attended the class. Had no idea what was going on the entire time. They will not return any of my calls. I call and just get voice mail, or transferred back to the same people. I have attempted to file a complaint with their licensing agency.

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