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:07/19/2024
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.
Is there a way to complete delete or deactivate my account. I have reached out to technical support regarding an application status that they claim cannot be removed from my homepage and I would like to just get rid of the email/UPO account altogether. I do not use the degree I obtained from this place, the account, and I will 100% not be enrolling in anymore classes for any reason. It is completely worthless.
Business Response
Date: 07/25/2024
RE: Complaint # ********; Lilith Noir
Dear *****************************:
The University received the BBB notice of this complaint on July 19, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on July 25, 2024 at 11:45 AM 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,AZ 85040
*********************************************Customer Answer
Date: 07/30/2024
I received your email. Your tech support department said they cannot disable the account. I don't accept this response... there's just no need to keep the complaint open. It's useless... just like the degree I graduated with from University of Phoenix.Initial Complaint
Date:07/16/2024
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 2021 the University of Phoenix sent me an email encouraging me to finish my bachelor degree at a discounted rate of $320.00 per course. I contacted financial aid and was informed that I was approved for the discounted rate, so I re-enrolled and completed my degree. I paid for my courses before they were completed and received my bachelor degree in the mail. I recently received a bill for $1,655.86 from a creditor the *** group stating that the school took back their credit and are now charging me for the discounted classes that I had already completed two years ago. I reached out to financial aid at the university of phoenix and all they can tell me is that for some reason the credit was removed from my account and now I owe the balance? This is not correct, how can this school make an agreement and then turn around later and take it back?? I do not owe this school the $1,655.00 as requested. Please help.Business Response
Date: 07/22/2024
RE: Complaint # ********; *********************
Dear *****************************:
The University received the BBB notice of this complaint on July 17, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on July 19, 2024 at 11:47 AM 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, AZ 85040
*********************************************Initial Complaint
Date:07/02/2024
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 been attending the university of Phoenix since 2023. I left my full-time job as a cosmetologist for 26 years to do the bachelors program in social work. I am more than halfway through my social work program and because of funding, I am not able to work full-time as a cosmetologist, I could not work full-time have healthcare and pay for school. So I dropped onto part-time job was able to receive financial aid and third-party funding from occupational Vocational rehabilitation, impresses,( OVR) from the very beginning, the school has screwed up my third-party funding and kept filling out the application wrong, which didnt had OVR deny me funding. We finally got the information filled out correctly, and now the university is having trouble with financial aid and third-party funding, my third-party funding comes once a year, and that is all. The university keeps putting in my third-party funding every semester, which then sends back all my financial aid has been an ongoing process out of that financial aid. I also receive access funds which I live off of and pay bills my part-time job does not cover everything , I will be starting my senior year in October. I am in my last semester of my junior year. My financial aid is completely screwed up. I was going to be taken out of classes because it said I owed money which I should not owe money because I have financial aid , they said they needed high school transcripts. Ive already been in school for two years. They said it was the financial aid that needed the high school transcripts and I fill out the application but *** already had financial for the past year every week. They call me with a different representative now my funding is on hold again. Its been over a month , the issues not fixed from 2023/2024. They are saying that funding is on hold because of my 2024 2025 funding. I have many emails saved plus many emails sent if they can please send me documentation on what is happening and nobody responses.Business Response
Date: 07/11/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on July 3, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on July 10, 2024 at 2:14 PM 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,AZ 85040
*********************************************Customer Answer
Date: 04/28/2025
My ongoing concerns regarding handling my financial aid at the University of Phoenix. I have been enrolled since 2023. I receive financial assistance through the **************************** (through subsidized and unsubsidized loans) and third-party funding via the ************************************************************ (OVR). Since enrollment, I have experienced consistent issues with how the university processes my funding. Each time a disbursement is scheduled, there seems to be a problem that results in delays or errors. On multiple occasions, the university has returned my financial aid to the ***********************, claiming I was overfunded due to incorrect numbers they submitted. These errors have seriously affected my ability to manage expenses and continue my education without disruption. It has become a pattern that the financial aid department does not accurately complete the required paperwork. During my first year with the university, they could not fill out my third-party funding paperwork correctly, and I didnt even receive the funding because it was all wrong. Another example is that my most recent disbursement was posted to my account on March 26, 2025 however, as of April 4, 2025, I have not received any of the funds. This exceeds the 35 business day processing timeframe, and no clear explanation has been provided. These repeated issuesalong with miscommunications and what appears to be a lack of transparencyhave led me to question the integrity of this institution's financial aid process. They had class action lawsuits for the same issues that are continuing. My concern is that I am borrowing money that I pay back. Am I receiving the correct amount of money? No numbers add up I have repeatedly emailed the ********************* and have communicated directly with the supervisor, but the issues persist. Two complaints with the Better Business Bureau, and the ************************.Business Response
Date: 05/06/2025
RE: Complaint # ********; ******** *******
Dear ******* *******:
We are in receipt of the follow-up comments submitted by ******** *******. The University provided a follow up response to the complainant on May 5, 2025 to their email on file which included information regarding these comments. We encourage them to review the response provided. Please let us know if anything additional is required.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:06/18/2024
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 have been reaching out to the school in regards to a class that was over since June 3,2024 psych 645 I paid the school $2,094 I took a total of three classes that totaled up to more than ***** dollars our professor has not posted final grades or even finish grading the assignments for the students in her class this is very disappointing and an outrage I am currently enrolled for the upcoming doctorate program and believe I will withdraw my application as I have received no help from administration in getting this issue involved I have even explained how it important this is because it impedes my license due to the non-posting of this class I also plan to contact the higher learning commission to file a complaint as I have not received the outcome I have been seeking . I have tried to be patient and the school refuses to connect with my professor and fix the issue, so it leaves me no choice but to file a higher complaint. The grades were supposed be posted more than two weeks ago.Business Response
Date: 06/25/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on June 19, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on June 25, 2024 at 7:55 AM 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,AZ 85040
*********************************************Customer Answer
Date: 06/25/2024
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:06/18/2024
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 been part of university phoenix family for my bachelor's and master's program. Unfortunately I feel my decision was not the best . I have maintained an G.P.A of 3.9 with this being said I have been dropped from a class when required assignment has been completed. I am suppose to walk across the stage next week and i don't want to attend because of this current situation.Business Response
Date: 06/24/2024
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on June 18, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on June 24, 2024 at 8:34 AM 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, AZ 85040
*********************************************Initial Complaint
Date:06/17/2024
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.
************************************* is a terrible instructor, I'm paying my tuition to the university. They do not care about customer service in which to leave appropriate feedback. You pay 40k for degree program that is practically worthless.Business Response
Date: 06/17/2024
RE: Complaint # ********; *************************************
Dear *****************************:
The University received the BBB notice of this complaint on June 17, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on June 17, 2024 at 1:00 PM 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,AZ 85040
*********************************************Initial Complaint
Date:05/19/2024
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 applied to university of Phoenix and I have been misled and lied to as well as the financial aid office correcting my FAFSA application 5 different times without notifying me why and now they are saying that I owe ****** for a class that I haven't taken yet and I was told by the financial aid department that I would have excess funds left that would be sent to me and now they are saying that I am under funded by 8000 and I am really upset and I have been in school for almost 60 days without anyone explaining nothing to me when my gpa is 3.6 almost 3.7 they are deciding the students when they had me fill out ***** school year and ***** school year and then they want me to fill out ***** school year and saying I'm underfunded when my etc is 0 I will be contacting the department of education as well. I am finding out that all of the schools have been shut down except for 1. And they were also sued by a class action lawsuit for the same thing they are doing again. They need to be shut down and all the current students we are going through emotional pain and physical and mental suffering and they need to be held accountable for thisBusiness Response
Date: 05/22/2024
RE: Complaint # ********; *********************
Dear *****************************:
The University received the BBB notice of this complaint on May 19, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on May 21, 2024 at 5:25 PM 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,AZ 85040
*********************************************Customer Answer
Date: 05/23/2024
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. No other action is needed they took care of everything that I needed promptly and they was very professional and prompt and showed concern and empathy they helped me out a lot.
Regards,
*********************
Initial Complaint
Date:05/15/2024
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 use my military benefits to help pay for school and other education related expenses. But this school does not take that into consideration. They hold on to your benefit money for as long as possible without any explanation why. This has been an on going problem for the last two years. In the most recent incident they received a payment from the VA on 5-6-24 but I have yet to receive it and may never will. This is a very unfair practice from a school that claims to be military friendly. I would advise any service member that's planning to attend collage to stay far away from the University Of Phoenix. The representatives give you the run around with no clear answers until you get frustrated and give up. I can't wait to be out from under this money grabbing operation and its predatory nature.Business Response
Date: 05/21/2024
RE: Complaint # ********;Jemaine Phoenix
Dear *****************************:
The University received the BBB notice of this complaint on May 15, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on May 20, 2024 at 3:59 PM 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: 05/21/2024
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,
Jemaine Phoenix
Initial Complaint
Date:05/01/2024
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.
Date of transaction: April 30, 2024 Amount: $437.04 Billed for a class I did not attend. I requested cancellation of enrollment on April 23, 2024 and I was still billed on April 30, 2024 for attending the class. The class syllabus stated that students had to log into class on multiple dates during the week and complete the assignments to be marked as present for attendance, and I did not log into the class multiple times or complete the required assignments for the week.Business Response
Date: 05/08/2024
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on May 2, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on May 7, 2024 at 2:32 PM 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, AZ 85040
*********************************************Initial Complaint
Date:04/24/2024
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 a class this year. Phoenix requested payment from my employer as I gave Phoenix a voucher. My employer paid them on March 25th. They are harassing me about owing the money when I have proof I emailed them that my employer paid two days after it was billed. They say I am responsible. This happens EVERYTIME I enroll in a class.Business Response
Date: 04/26/2024
RE: Complaint # ********; ***********************************
Dear *****************************:
The University received the BBB notice of this complaint on April 25, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on April 26, 2024 at 1:51 PM 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,AZ 85040
*********************************************
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