Important information
- Customer Complaint:Recently, BBB has received complaints for this company that allege billing, product, sales, and customer service issues. Complainants allege that this business may misinform them regarding the cost of attendance at the university and the amount of financial aid that may be available to the student. Some consumers report that the company may overcharge for classes. Other complainants state that the company may fail to respond to the customer when problems arise. In addition, when complainants ask the university to explain additional fees or tuition amounts on their account prior to paying the fees, the company may send the student’s account to collections without an explanation. Furthermore, some consumers report dissatisfaction with the quality of the academic programs, the professor’s lessons, and the attentiveness of the advisors employed by the university. At this time, University of Phoenix is responding and resolving all BBB complaints.
Complaints
This profile includes complaints for University of Phoenix's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 108 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:10/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Good afternoon.My name is ********************* and I would like to appeal the decision of me being Academic Disqualified. I attended your school back in ******************************************** 2022 I would be on Academic Probation after 6 years of not attending your school. I was sick back in 2016 which caused me to fall behind. At that time I was unaware of getting extensions to help me succeed. I feel like this last semester should be my first strike to put me on AP since I was unaware where I stood until after I started classes back with you all. I am disabled and I now able to take on my schooling and make my GPA as needed. I would like for all of these issues to be taken into consideration and I am given another semester to prove myself as I am not the same person I was 6 years ago. I am not the same person I was 6 years ago due to my sickness. I would like to be given another chance to prove myself. I may not be alive in 3 months or even 6 months, and I would like to keep trying to better myself while I can. Please allow me to continue with you all. I am feeling better and ready to take on the next class with all my heart and faith. I will not let you all or myself down if given another chance to stay in classes. Please help me stay on track so i can reach the finish line. Thank you for taking the time to listen. Have a great day.
Business Response
Date: 10/31/2022
RE:Complaint # ********; *********************
Dear **********************:
The University received the BBB notice of this complaint on October 23, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on October 31, 2022 at 8:37 a.m. at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************Initial Complaint
Date:10/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 joined this university in 2019 living in Washington. I made them aware that I was a military spouse they made it seem like this program was cater to military and spouses then we orders for us to move to the state of Virginia I made the university aware of the move they change the person I was working with. In 2021 they noticed that I was almost finished with all of my credit courses because I was taking two classes at a time there and one at their partner school. so I was on the fast track it wasnt until that time did they let me know that because I change states that I was required to do more.so I had to pass 4 state test in order to even do my student teaching to get my bachelors so at this point I became emotionally ***et overwhelmed because now my husband is doing work *** and then deployed so I am acting as a single parent, working a job and so I spoke to them and made them aware of how I felt. No help so I took a step back and was waiting for my husband to come back to study for my testing. But we have orders to leave again I notify the school and they say that state requires more so even though I only had eight credits left they already me walk the stage I would have to go back 80 credits to even be able to complete the schooling because Im moving I got ***et so they said well theres another program I could switch to but have to send appeal. I would have to get nine credits and pay out of pocket and cannot use my VA funding even the VA says otherwise. after pouring my heart out to them and make them understand whats needed to be done theyre still not willing to help me or letting me switch programs saying that I have to find all this documentation for them And even then they still may not approve the program when I asked to speak to someone else no one is available and so they just say things to try to pacified me in but cant explain to me why I just cant switch to that program and it does not allow why was it told to meBusiness Response
Date: 10/26/2022
RE:Complaint # ********; ***************************
Dear **********************:
The University received the BBB notice of this complaint on October 21, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on October 26, 2022 at 9:16 a.m. to the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
4035 ******************************************************************, ** 85040
*********************************************Initial Complaint
Date:09/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- 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 inquired with university of phoenix in May of 2022 about completing my bachelors degree. I was speaking with ***************************** and we were communicating back and forth about me completing my degree and i was waiting for the final word on what classes i would need and how much finanial aid and grants i would get. I had reservations about going to this college. In my conversations with ********, she told me that i could use my iphone to complete my assignemts and that there was a three week trial. She had me signed up to start *** around *** 17 but i didnt want to start without knowing how many classes and how much financial aid i was getting and told her that. I tried to reach ******** about moving my start date but she wouldn't respond so i logged into the class and told my teacher that i was still trying to push my start date back and not supposed to be in the class. I am now getting calls from there finance department about a balance and *** explained the situation to several people there but keep getting harassing calls from several different people.Business Response
Date: 09/29/2022
RE:Complaint # ********; *******************************
Dear ****************:
The University received the BBB notice of this complaint on September 28, 2022.We have completed a thorough review of the concerns and provided a response directly to the student on September 29, 2022 at 11:03 a .m. at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************Customer Answer
Date: 10/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
Date:09/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 applied to school. apparently I have applied before and not attended. They had my transcript on file. I applied and was able to enter my debit card for billing. I was not able to enter my account for a credit balance because it was not know at that time if there would be a credit balance. Well once my financial aid went through the school proceeded with previous information. and sent funds to an account I no longer have access to. Well instead of doing a stop check or pulling the funds back they state that it had to be refunded before they could. it went to metabank. I think is a prepaid card. I no longer have access to this account and have not used it in years. It is not the new account That I entered which is my Navy Federal account that I have used since 2013. They are saying there is nothing they can do however this is money the expect me to pay back. There has to be something that can be done.Business Response
Date: 09/29/2022
RE:Complaint # ********; *************************
Dear ****************:
The University received the BBB notice of this complaint on September 27, 2022.We have completed a thorough review of the concerns and provided a response directly to the student on September 29, 2022 at 2:47 p .m. at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************Customer Answer
Date: 10/08/2022
This case has not been resolved. The school told me I have to contact MetaBank to get my money. They have no clue. The directed me to Netspend who are saying they can't activate the card they rushed me on the 1st of October. And now they are saying they can't give me information because they can't verify me. I have sent my drivers license, proof of address and my ssc as they asked. They still keep asking me about transactions on my account. I have not made any because the card they sent they will not activate. They Lied on Oct 1st and said they closed my account and they are sending me a refund. They approved my proof of address and is still requesting additional proof. and telling me it will be until the 28th of October before I can ask about it. They received my money on the 5th of september. SO NO it is not resolved. I still have not received my funds. I have been going back and forth with the school and Netspend. The school sent the refund back to a card from 2013. It's 2022 and blaming me. When you enter you financial aid information it ask for a payment option. I entered my debit card. It did not provider an option for a refund. I asked and it said that the system had no way of knowing if I would receive one at the time. So no I was not allowed to enter my bank information at that time. Why would you send money to an old account and address. The address is not even the same! Instead of requesting th funds be sent back and they put it in the correct account they are tying to make it my fault. So if I don't received the funds I will not be paying it back. That's not fair.Business Response
Date: 10/14/2022
RE: Complaint # ********; *************************
Dear ***********************************:
We are in receipt of the follow-up comments submitted by *************************. The University provided a detailed response to the complainant on October 14, 2022 to the email provided to the BBB which included information regarding these comments. We encourage them to review the response provided. Please let ** know if anything additional is required.
Thank you,
University of Phoenix
Resolution Services
4035 *********************************************************************************************************************************************************************************Customer Answer
Date: 10/17/2022
When dealing with funds especially federal there should be something that can be done. I applied to UPOX several years ago. Why my Information was still in their system i have no idea. Maybe look into updating students information. Years ago, I did not take any classes at the University. Why is my information still in your system from 10 years ago? they even had my address from 2010 on file. I called several times and was given a different answer each time. I have had a conversation with ******** and I have been attempting to gain access to my funds since Sept 6. I have provider all documentation that was requested and still can not access my funds. I did receive a call from **** with Netspend corporate who stated the block on my account has been removed however They are sending a new card. Until I receive the funds to utilize this is not resolved. All of this could have been avoided with the school finance department after verification and researching my account to have the funds sent back/refunded and submitted to my current bank account. Why make it so difficult on the student. Also allow changes to made even before financial aid has been approved so the correct information would be on file. Also instead of sending the student back and forth own the issue and make sure it has been taken care of. I should not be held liable if I have not received the funds.Business Response
Date: 10/24/2022
RE: Complaint # ********; *************************
Hello, ***********************
Thank you for the outreach. The University conducted extensive review and provided ****************** with detailed information in response to her concerns. The responses cannot be shared absent authorization pursuant to the Family Educational Rights and Privacy Act (FERPA). Our review determined the University acted appropriately, and we regret ****************** remains dissatisfied. University of Phoenix strives to support all students in achieving their educational and professional goals.Thank you,
University of Phoenix
Resolution Services
4035 ******************************************************************, ** 85040
*********************************************Initial Complaint
Date:09/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 enrolled in University of Phoenix in 2021. I attended one day of class and decided that wasnt the right path for me. At that time, I was awarded financial aid but I just found out that they submitted my account to a collections agency for an unpaid balance, which is unbeknownst to me because I had financial aid.Business Response
Date: 09/26/2022
RE:Complaint # ********; ***********************
Dear ****************:
The University received the BBB notice of this complaint on September 21, 2022.We have completed a thorough review of the concerns and provided a response directly to the student on September 26, 2022 at 3:16 p.m. at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 have had my share of attempting success at University of Phoenix. I completely understand why their success rate is exceptionally low compared to competitors. This experience has been exhausting. First, the re-enrollment process wrecked havoc. There should be logs and logs of calls, emails etc from myself trying to enroll. The financial aid team took over to review documents, thus pushing my start date later than desired. It took forever to get the award and when I did 90% was put toward future classes, leaving me with very little to get the needed material for success. When asked, I was told this is the way we apply the aid now. Historically, this had not been the situation. Im a single parent desperately needing to succeed for better job opportunities. The cost of the courses are exceptionally more compared to others. The courses were not engaging. I struggled to maintain a B and ending my first course with a D and now Im on Academic Suspension. I asked for a study partner, no one reached out to me for assistance. I simply cant do this alone and the online classes are not engaging. The support is simply not there. I have had to navigate and find things on my own. A video in my last course didnt load and I received a 0 in return. Im stressed over the entire process. I am asking for a full refund of the first course, and the current course that is incomplete. I am currently on a LOA, pending my next direction. I do feel after proper investigating, I should be awarded a refund for the havoc of my first course, request that I made that were not honored and the second course that is not finished.Business Response
Date: 09/09/2022
RE:Complaint # ********; Camshun Muse
Dear ****************:
The University received the BBB notice of this complaint on September 7, 2022.We have completed a thorough review of the concerns and provided a response directly to the student on September 9, 2022 at 11:32 a.m. at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************Initial Complaint
Date:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
July 26th I enrolled w. University of Phoenix. The enrollment process was the hardest I have ever endured. My enrollment specialist was helpful but we've been at the mercy of other departments. I intended to start July 5th and couldn't because of the paperwork process. Required documentation was sent and sat for weeks. The financial aid reps would tell me they never received it. The reps would have to walk them through the portal of finding the information, that had been sitting for weeks. Therefore, I had to wait way beyond the time frame I sat out for my own success. Finally, I started. I am being told by several reps that I need to complete the statement of purpose, while others tell me I do not need to because it's for another year. I have been unable to get any info on my financial aid. The awards and disbursements have not moved once. Every time I call, they give me a timeframe which never really amounts to action. After reading reviews online, I see that many others have not had great success with this school. I do not know if anything will ever happen or if this is a catch to get students enrolled for the schools profit. There has to be some underlying issues here. I was also told the department of education hadn't released funds and there are over 600 students waiting. This is awful. This is sad. I need to purchase material such as laptop books etc for my success. University could care less.Business Response
Date: 08/18/2022
RE:Complaint # ********; Camshun Muse
Dear ****************:
The University received the BBB notice of this complaint on August 12, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on August 17, 2022 at 5:07 p.m. at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************Initial Complaint
Date:08/04/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 2010-2012 attended University of Phoenix. This year, 2022, I attempted to obtain my transcripts from them. My online portal says there is not balance due. However, upon speaking with someone there they informed me that I did in fact have a balance for a class I dropped after 3 days but somehow took weeks later. This however never happened. Also I was on financial aid and prior to me starting any classes they always took the money from my financial aid and was always later sent a check for extra money that was in my account. Now Im left paying for a class I never took.Business Response
Date: 08/05/2022
RE:Complaint # ********; ***************************************
Dear ****************:
The University received the BBB notice of this complaint on August 4, 2022. We have completed a thorough review of the concerns and sent a response directly to the student on August 5, 2022 to the mailing address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************Initial Complaint
Date:08/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 enrolled in the *** program with ******** and paid from family contribution upfront $21550.00. I informed ******** that I am PCS (move) to Europe since I am affiliated with the Armed Forces as I am being reassigned to Europe. I then was then told by an Academic Advisor UoP is not approved for my program overseas - therefore I have asked for a refund of the $21550.00 so I can pay the other school I enrolled with and provides the approved education curriculum. Not only was I told UoP has to hold the monies for 30 days, after the 30-days I was told I have to provide proof that the monies are legit and I had to provide a note from my auntie to release the funds so I can pay for my education. I phoned on Friday July 29, 2022 to check on the status of the refund and was told "it is under review." I was told this on July 8, 2022 as well. I asked to speak to a supervisor but no one was available I was told I receive a call back, this call never happened. Receiving a call this morning only to be told my refund is under review, I feel as having been stalled by UoP holding on to the monies which delays my program at the internal. University. I understand the cautionary steps UoP had enough time to research only to learn that I DO NOT OWE MONIES TO UOP. I hereby request my refund is processed - enough is enough. enoughBusiness Response
Date: 08/05/2022
RE: ************************************* *******
Dear ****************:
The University received the BBB notice of this complaint on August 1, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on August 5, 2022 at 10:59 a.m. at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************Initial Complaint
Date:07/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 attended the university over 10 years ago and left because I ran out of money to pay tuition. I paid all of my debts to the university that I knew about and today I received a call from a debt collection agency looking for $250. I thought this was all resolved and now they are calling 10 years later saying i owe money. They want proof that it was all resolved, and I do not even have records to prove this. How is it that I have no contact for 10 years and out of nowhere I get a call from a collection agency. I have spent the last few years cleaning up my credit report, of which the university was not on there, now the collection agency is going to report this. How is it that they can have no contact or reporting for 10 years and now they say I owe money, how can I prove otherwise?Business Response
Date: 07/19/2022
RE:Complaint # ********; *****************************
Dear ****************:
The University received the BBB notice of this complaint on July 18, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on July 19, 2022 at 12:27 p.m. at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
************************************************* Phoenix, ** 85040
*********************************************
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