Business Profile

Colleges and Universities

University of Phoenix

BBB Accredited Business A Rated by BBB

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 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.

Initial Complaint
Date:04/16/2024
Type:Service or Repair Issues
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 am a graduate student at ***. The financial department is misleading me with incorrect information and communication. Ive spoken to 5 different financial representatives and I have received nothing but conflicting stories about my awarding for my Grad Plus Loan. My course is still not paid for and Ive been approved twice within last 30 days with Grad Plus loans. They keep having me go and apply for different amounts and it is affecting my credit score. This course should have been paid for, I have more funding available for this award year. I am in process of seeking legal counsel get to the bottom of this issue. I have done everything the financial department has told me to do, and my student advisor can vouch for this because he was on the line as I spoke with one of the representatives . My course is still showing a balance . Now representative is telling me that UOP will need to send my awards back to ********** of ********** This is not making any sense. I told them directly I would wait until next award year starts and sit out until then. But was forced to start and was told my funding for Grad plus would cover the current course. I cant get any accurate information from financial department and has been on hold over .45 minutes to speak with a manager.
Business Response
Date: 04/23/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on April 16, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on April 23, 2024 at 3:48 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:04/01/2024
Type:Billing Issues
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 was purposely misled and deceived by the advertisements and the counseling, and even the financial aid department, showing me a false number and date. I would receive funds federal funds that is that ended up withholding still for me today, and have basically lost the last three months that I couldve been going to a real accredited school And been that much farther along instead of being set back and dragged along by their lies manipulation only to find out theyre charging me $1300 a class and withholding all of my federal loan funds for future classes. I have not even taken yet its such a ridiculous scam theyre pulling in like I said, I cant get those three months back And I cant believe all the time of wasted in classes now that Ive started twice that theyre going to try to make me pay for an introductory class that is with no substantial value whatsoever basically is robbing myself and others left and right I thought I was going to have a great start at school with them, but it was all lies their counselors. All of it was just to get people to pay their insane tuition that they never explained to you And when you log into your account they show you your refund amount and a date that it is expected to clear it to your account and in my case which Im sure with others it said March 10, 8000 some dollars and I call on March 29 being a few weeks after and see whats going on and they say that they dont know why Im seeing that number and Im not going to receive any of it for its going to pay for my future classes Which I then ask how much classes are and this is the first time its explained to me that they are $1300 a class which the last few times I went to school. They were either free $17 a credit or at most 400 for a three-quarter class , not even close to insane 1300 that they make you pay for upfront. It is so deceptive and I had so many plans and bills to pay and rent to pay based upon that March 10 date that I was looking at it so that ruined
Business Response
Date: 04/09/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on April 1, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on April 9, 2024 at 3:15 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
*********************************************
Initial Complaint
Date:03/22/2024
Type:Order Issues
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 university of Phoenix from 2016-2018.In the process I took a leave of absence and returned, upon my return I dropped a few courses and was not told about any other fees changing or increasing.I had financial aid thinking that it would be covered but I ended up having to pay out of pocket. They are now trying to give me reasons as to why I should not be refunded.Now they are refusing to give my money back,in which I paid out of pocket.
Business Response
Date: 03/28/2024
RE: Complaint # ********; ****************
Dear *****************************:
The University received the BBB notice of this complaint on March 23, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 28, 2024 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
*********************************************
Customer Answer
Date: 04/01/2024
The cost breakdown that was sent,still doesnt make sense to me. Im feeling as though they are making up cost,because one I cant access it on my portal as they told me on the 23rd they would fix my portal,but they are able to mail it to me.Im just a bit confused.I want to speak with someone who can truly help me understand the reason I had to pay out of pocket,with financial aid left.
Business Response
Date: 04/05/2024
RE: Complaint # ********; ****************
Dear *****************************:
The University received the follow-up comments submitted by ****************. The University provided a response to the complainant on April 5, 2024 to the mailing addressed provided to the BBB. We encourage them to review the response provided. Please let ** know if anything additional is required.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************
Initial Complaint
Date:03/20/2024
Type:Order Issues
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 was interested in applying for your school (key word: was) however, no longer. Your enrollment representative, *******************, continues to call me despite my busy schedule. At what point is this considered harassment?
Business Response
Date: 03/29/2024
RE: Complaint # ********;*************************
Dear *****************************:
The University received the BBB notice of this complaint on March 20, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 29, 2024 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
*********************************************
Phoenix,** 85040
*********************************************
Customer Answer
Date: 03/30/2024
Is this individual going to cease communication? Its your enrollment advisor, *******************, that continues to harass me. I have almost two dozen calls in the last 30 days. These are missed calls mind you where I have not communicated with this individual and he continues to call me. I have screenshots of the missed calls if you need them.
Business Response
Date: 04/02/2024
RE: Complaint # ********;*************************
Dear *****************************:
The University received the follow-up comments submitted by *************************. The University provided a response to the complainant on April 2, 2024 to the email provided to the BBB. We encourage them to review the response provided. Please let ** know if anything additional is required.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************
Customer Answer
Date: 04/04/2024

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:03/19/2024
Type:Sales and Advertising Issues
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 was enrolled in classes and on acedemic probation I had 4 classes to get my GPA up and was withdrawn while in my 4th class. I contacted the school and while double checking everything, they returned my financial aid to the loan service. After the school admitted that they were wrong, they got my financial aid back and ended up refunding me money that they shouldnt have (they figured that out 2 classes later).When I tried reaching out to the university, I was told that I had to pay and when I called I was hung up on. Everything was paid for until the university messed up and withdrew me from class and returned my financial aid.
Business Response
Date: 03/25/2024
RE: Complaint # ********;********************************************
Dear *****************************:
The University received the BBB notice of this complaint on March 19, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 25, 2024 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:03/10/2024
Type:Service or Repair Issues
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.
For the last year or two I have been vocal about not wanting the liscenure bc it did not align with my path. From day one I have communicat** my end goal of being a director or owning my own daycare. I have been in school since 2020. I recently appeal** for my major to be chang** to **ucational studies. The advisors I spoke with inform** me that a career change could be a reason for the change. My appeal was deni**. The person doing my follow-up call** while I was at work. I call** back in and reach** a passive agressive advisor that was of no assistance. I ask** to speak with someone about my appeal and kept receiving the run around. I was given a name of the person following up but they were on the phone but never call** back. The advisor never even sent the email to re do my appeal. I guess my reasoning wasnt good enough for her either. I am less then 10 cr**its away from my bachelors degree. I would like to finish but realistically I do not want or ne** the liscensure. I have no plan to ever teach in public schools. I dont mind doing my student teachings I just dont want to take a test for licensure. I dont want someone telling me to just get it. I dont want it. I truly wish an advisor would have told me early on that there is no wiggle room at this school. I understand the low graduation rate now. The school will put you in a terrible position. My classes are so specific so it would be hard to change to a regular major. I have my cr**its! I just want another option that isnt prolonging my graduation. I have been asking for help for months so its not fair! I really ne** that raise as I am a single mom now. Even a general ** major. They have nothing. Certainly not support. Im on the fast track to becoming a director and I would like to sign up for my cr**ential but i ne** my bachelors first. I am also waiting for a raise that I ne** my degree for. That would be so helpful. I just dont want my hard work to be in vein and it *****.
Business Response
Date: 03/13/2024
RE: Complaint # ********; *************************
Dear *****************************:
The University received the BBB notice of this complaint on March 11, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 13, 2024 at 11:49 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: 03/17/2024
"Records indicate that you enrolled in the Bachelor of Science in *********************************** (BSED/ECH v1AZ) with a first course beginning on March 24, 2020. ******* teaching is a requirement of the degree awarding process for the BSED/ECH. Notations in your student file indicate you were appropriately advised regarding all program requirements.

A review of your file identifies an appeal for an academic exception to program change from a Title IV eligible funded program to a non-Title IV eligible program, the Bachelor of Science in Education/Educational Studies (BSED/ES v001) was submitted in March 2023 to the ******* Appeals Center (SAC). The appeal was denied. SAC decisions are ineligible for appeal through any other entity within University of Phoenix.

Please continue to work with members from your ******* Services team and the ******* Appeals Center to review options available for degree completion.

Thank you again for reaching out to Resolution Services."

This was just a general response from the university. My actual problem was not addressed. Thanks.
Business Response
Date: 03/22/2024
RE: Complaint # ********; *************************
Dear *****************************:
We are in receipt of the follow-up comments submitted by *************************. The University provided a detailed response to the complainant on March 19, 2024 to the email provided to the BBB. 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
*********************************************
Customer Answer
Date: 04/02/2024
There is no resolve to the issue. For me to complete my student teaching they would like for me to pass my certification exam. I am unable to appeal this process because they would like me to fail the certification test 3x. Their resolve would be for me to start a completely different program that my credits would not transfer to.I have 112 credits it is no point in moving to another degree. No one can assist with the issue. It is pointless. Starting this program is just a regrettable move on my part.
Initial Complaint
Date:03/05/2024
Type:Service or Repair Issues
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 was a student enrolled with the University in the Summer of 2022. I had transfer credits, so I took their orientation to the university class and then waited until fall to take two classes. In the fall, I was more than halfway through the semester when I was sent a bill. I was using financial aid, so I was confused. When I called the financial aid department, they were not sure, so they had to do some 'investigating.' They discovered I was not supposed to be in one of my two classes because I transferred the credits from another institution. They gave me the option to continue the class without paying or drop the class without paying. I dropped the class. I wasted a lot of time on this class I never had to take. The bill, however, did not disappear. The spring semester began, and they enrolled me in another class that I decided I did not want to take due to the issues I was having with the financial aid department. I asked to be dropped from the class, and they did not drop me. They said the class had already started, so I had to pay for it. This is a scam to essentially make students pay for a class they are not taking. They have sent me bills saying they will send me to collections. This year, I contacted the financial aid department and was transferred to a higher-level financial aid employee to understand my bills better. She told me that it would require more research and looking back in my files, and she would call me by Tuesday of the following week. She also told me she would put a note in my file not to send it to collections because she works with me. She never called me. I received a letter that week from collections that was dated the day she was supposed to call me back. I have tried calling her numerous times, and I am always told she is unavailable, or she will call me back, and there is never a phone call. They are now deliberately ignoring me and not allowing me to work through the problem. They aim to send everyone to 'collections' because it is first run through the school, so it is a scare tactic. I will not pay for a class I never took, nor will I be scared into paying their 'collector.' They failed to follow through and purposely ignored me to get money.
Business Response
Date: 03/11/2024
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on March 6, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 11, 2024 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:03/02/2024
Type:Service or Repair Issues
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 received a letter from a collection agency claiming I owed 800 plus dollars. I withdrew from the school several weeks prior to the date I was told I had to withdraw without being charged. I never did more than three weeks of online classes. Every time I spoke to someone they always had computer issues and were never able to help. I feel someone at the university purposely kept me enrolled in order to try and collect my financial aid. I tried withdrawing online and by speaking to the university. While I was enrolled I was never told or was it ever shown to me by anyone online or by phone I owed anything. I definitely dont owe anyone anything. I dont have exact dates because I didnt think at the time I was going to get scammed. Something needs to be done about this because there is no way that this hasnt happened to other people.
Business Response
Date: 03/07/2024
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on March 2, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 7, 2024 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:02/27/2024
Type:Service or Repair Issues
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 was never properly notified about a conduct warning because of the being upset about the refund I was getting. Also I have extensive pictures of the financial aid ******* me out the after ****** Dollars was put on the account then then representative ******* said the funds are not going back until 45days later and they 1738dollars of refund to my debit account and took it back from me . Also excessive funds were constantly misused and the dates kept changing for the refunds. I have pictures for PROOF
Business Response
Date: 03/05/2024
RE: Complaint # ********; *****************************
Dear *****************************:
The University received the BBB notice of this complaint on February 27, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 5, 2024 at 3:31 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
*********************************************
Initial Complaint
Date:02/17/2024
Type:Sales and Advertising Issues
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.
Hello, I am a prior university of Phoenix student. Since the day I first inquired about signing up for school, I was told I would not pay a dollar until I had completed all of my classes. I continued to hear this same message from anyone else that was employed by the school that I had come in contact with. I had then started my first class, which was a non-educational time management and good practices class. 2 weeks go by as I am completing the class and I receive an email stating I owe $1300 for this class. The class did not provide any credits and did not benefit me in any way. I was lied to and mislead time and time again regarding payment for my classes. I believe this is an extremely poor business practice and I am now being forced to pay the $1300 or have it affect my credit as the balance has since been sent to a collections agency.
Business Response
Date: 02/28/2024
RE: Complaint # ********; *************************
Dear *****************************:
The University received the BBB notice of this complaint on February 18, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on February 23,2024 at 3:22 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
*********************************************

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