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Business Profile

Colleges and Universities

Athabasca University

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:15/06/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I needed to take graduate levels courses as I already have a masters. I enrolled in their open studies courses. It was not clear on their website that I would not have access to their graduate levels courses through open studies. When I realized this I tried to contact the university. I tried to contact them several times by phone and email to resolve the issue and after weeks never heard back. So I filed a dispute with **** and had my money returned to me on the basis that they did not provide the services they claim to provide and also did not contact me back to resolve the dispute. Once I had the money returned to me by ****, all of the sudden I started getting calls from athabasca university. It's interesting that when I was trying to resolve the dispute they never once called me but when my money was refunded to me all of a sudden I was being pestered almost daily to repay the admission fee. I was told to file a dispute through a student form. I tried to fill it out and it wouldn't submit. I let them know it wasn't working and they told me to call them. I called them and they never returned my call. I left a Google review of 1 star and explained the above. They left a comment asking me to email them. I did and they never responded. However, this has now been moved to collections and I am being harassed by a collections agent. It's not ok. They never once contacted me unless it was to try to get the money back from me. Never once did they hold themselves accountable or try to resolve the dispute.

    Business Response

    Date: 19/06/2023

    We have reviewed the case and have agreed to make an exception to our policy regarding this issue.   We have notified our collection agency and removed this file.

    Customer Answer

    Date: 19/06/2023

    ****** ******** *******

    I have reviewed the response made by the business in reference to complaint ID 20191563, and find that this resolution is satisfactory to me.

    Sincerely,
    ********* *********

  • Initial Complaint

    Date:27/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In the summer of 2022 employee ***** ******** attempted to block my enrolment unless I followed her instructions. I conducted research in her demands as it relates to Alberta student aid and was informed that she was incorrect and to not change my application as per her instructions. I then spoke with her supervisor who admitted *****’s behaviour was inappropriate and she was wrong and we agreed that she would no longer be allowed to contact me as she is only interested in creating conflict. I was then provided a single point of contact. The single point of contact then told me I would have to engage with ***** regardless of the agreement that due to her ongoing harassment I would no longer have to deal with her. I then stated that it was unacceptable and I would call for her dismissal from the organization as she continues to provide directions that are wrong and not consistent with her obligations. She has also repeatedly attempted to claim I was not being honest though all documents show I have been completely honest and forthcoming. Athabasca University has refused to speak with me as it relates to this matter and has issued penalty to me for making a complaint and stating my belief that the employee should be terminated. I have requested multiple times that my complaint be investigated and attempted to complain to the university appointed Ombuds who didn’t initially respond to emails and then stated she couldn’t help failed to investigate the matter or discuss it properly. She then stated that I was uncooperative and that the employee did nothing wrong contrary to fact and documented proof including the government contacting them and telling them they were wrong.

    Business Response

    Date: 08/12/2022

    The matter has been escalated to Athabasca University's  legal counsel and they have been in contact with the student.

    Customer Answer

    Date: 08/12/2022


    Complaint: 18467359

    I am rejecting this response because:Athabasca University has simply had their legal counsel repeat previous statements and as of todays date have refused to enter into any meaningful discussion and have refused to discuss their employees conduct or follow their own policy and procedures. This will only be resolved by open communication and they are welcome to have their legal counsel present.

    Sincerely,

    *** **********

    Customer Answer

    Date: 09/12/2022

    I have spoken with the Ombuds office their official response which I have in writing is they could not address issues as it relates to employees as it would be inappropriate. They also were to look-into the issue of an employee changing information on my student loan. The Ombuds office failed to follow up and look into the issue and simply replied after I placed a complaint about the employee with inaccurate information contradicted by the Government Alberta and not consistent with any documentation I have currently completed a FOIP request and I am awaiting a reply. The Athabasca Student Union also stated that the Athabasca Ombuds does not really look into or action complaints and are ineffective in the resolution process.

Athabasca University is NOT a BBB Accredited Business.

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