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:08/17/2023
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.
To Whom It May ************ is my second letter is requesting an immediate discharge of my federal student loans associated with the University of Phoenix to be deleted from my credit report tradeline associated with the discharged loan(s). I am member of the class of federal student loan borrowers covered by the recent settlement of the Sweet ****************** ("Sweet") lawsuit. As of the above date my federal student loans are a total of $202,695.00. This student loan debt has put me at a huge disadvantage in purchasing a home become of my debt-to-income ratio for over the years. The discharged federal student loans need to be removed from the 3 major credit reporting agencies: Equifax, Experian, and TransUnion.I am looking for correspondence from you confirming the above request has been completed soon.Cordially,****************** Register
Business Response
Date: 08/23/2023
RE: Complaint # ********; ***********************
Dear *************************:
The University received the BBB notice of this complaint on August 18, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on August 22, 2023 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:08/08/2023
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.
University of Phoenix provided tuition expenses at enrollment that are not parallel to what I was actually charged. I am very serious about obtaining my degree and now everything is on the line because *** is requesting funds from me after exhausting all student financial aid and loans. If I had known the required amount for tuition , I would have found an alternative. Very disappointed and upset that I still may not finish class due to monies I need to complete my degree program. I do not have funds to pay this university outside of student loans. My intention is to complete my degree and move up at the company I currently work with the degree I was expecting to earn with ***. Now, not sure how I will recover and how I will fix this. Only by ***** and mercy from ***** will this be a miracle where I can still graduate and get the promotion I am starving for.Business Response
Date: 08/14/2023
RE: Complaint # ********;*************************
Dear *************************:
The University received the BBB notice of this complaint on August 8, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on August 14, 2023 at 12:14 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, ** 85040
*********************************************Customer Answer
Date: 08/14/2023
I do not accept this response and I do not give this University a pass. When enrolled, I asked how much tuition will cost and the representative informed me " all tuition will be covered and provided a figure of $9,000 for the program." In addition, If there was a need for transcripts, this should have been requested directly and not via the dashboard. If transcripts are an important part of a resolution for funding there should have been a rush on this so the university could not only reap the benefits but for an easy enrollment process through my program. This has been frustrating and discouraging. I even went from an A student to a C. If you notice around the time I discovered an issue with tuition, my grades and confidence dropped. I was not prepared for this. Normally, tuition is provided up front before enrollment, considering the final funds for any grants or loans. In case a student needs additional funds, this is normally introduced to the student before start of class. Please train your enrollment team to be upfront and not disguise key parts regarding tuition because individuals like myself are preparing for a better future for our families. On your end it's all about money but on my end it's about not only the money but building an example for my kids to follow in my tracks to also be what they want to be in life!Initial Complaint
Date:07/10/2023
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.
My son wanted to enroll in the ******************** certificate program for 10 months. We looked into the program, spoke with Admissions on many occasions. They informed us that they could not even register him unless they had the *** from the VA. No problem! We get them everything they need. We have used our VA benefits before, so we were familiar with the process. They have everything they need so he started his class.A month and a half in we realize the ** is not paying ** in arrears as is supposed to happen. We call Phoenix to find out why. They tell us they never got the ***. Huh?? It was sent 6 times!! So we send *** in again multiple times. Whenever we try to call in to see if they've processed it the hold time on the phone goes for over an hour. None of their representatives knew what was going on. Everyone we spoke to at Phoenix told us something different. *** processing time has gone from 7 days to 12 during this process. We keep calling and getting no where. Finally a ************************* calls and tells us the *** they have is fine! But they are having issues processing information and thats their fault. Whoops. Then apparently that was all wrong too!In the meantime, we are paying for this with our credit card which was not the plan.I called the VA several times in the meantime and was told Phoenix never submitted anything, EVER! All they needed was proof he was going to school and Phoenix was never able to do it!We withdrew him July 3rd, that was the last day of his class. We could not continue to pay. When he withdrew it said someone from Phoenix would call within 3 days. Never happened. We have a credit of $1,360. due back to us, I've called several times. Long hold times, forwarded to every department and told I'll get a call back and I never do!It is unconscionable to take thousands and offer no accountabilty and zero customer service. Filed a complaint with the VA, with such bad processing issues they should stop taking VA $$Business Response
Date: 07/17/2023
RE: Complaint # ********; ***************************
Dear ***********************************:
The University received the BBB notice of this complaint on July 10, 2023. We have completed a thorough review of the concerns provided and sent a response directly to the student on July 17, 2023.
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: 07/17/2023
We have not received anything from Phoenix except emails telling us that our student is not attending and spam. He withdrew 7/3/23 so of course he is not attending.
We have NOT received any information about the $1,364 we are owed and we have NOT gotten his transcripts.
Again, we have not gotten our $1,364. we are owed and we have not gotten transcripts.
There is a firpa on file so I get the exact same emails my son does.
We have not gotten any correspondence from Phoenix except for spam and telling us our son hadnt checked in.
Ive called several times last week as usual no one can help. Im forwarded to all departments, I waste hours.
Its unbelievable Phoenix cant be bothered to call. Worst customer service Ive ever experienced.I want my $1,364. Back and my sons transcripts. It really should not be this hard!
Give us our money back!Business Response
Date: 07/18/2023
RE: Complaint # ********; ***************************
Dear ***********************************:
The University provided a written response to the outlined concerns on July 17, 2023, at 2:40 pm PST. As the ***** authorization does not authorize email communication with any third-party, the University provided its written response directly to the student at the email address(es) reflected on his student file. We encourage the complainant reach out to the student to review that response.
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: 07/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, I checked my credit card and I got the refund last night! Ill worry about the transcripts later.
Regards,
***************************
Initial Complaint
Date:07/07/2023
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 trying for almost a year now for the university to resume my last four courses to complete my bachelors of science business degree. The university has more than enough loan money and grants to complete the program. They are trying to extort money from me outside of the loan money they have squandered for a course that was already paid for. They made a mistake and refuse to acknowledge it or correct it. I have offered multiple solutions to finish the last four courses which the university has rejected. I have no problem finishing the last four courses and want this resolved asap. I have gone back and forth with the university to no end. They have refused to allow me to speak with any actual supervisor or someone that can help in the situation. I have also filed a complaint against them with *****. This program should have been completed months ago but the school is dragging this out unnecessarily. They have acted very unprofessionally through the entire endeavor.Business Response
Date: 07/14/2023
RE: Complaint # ********; *************************
Dear ***********************************:
The University received the BBB notice of this complaint on July 7, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on July 13, 2023 at 4:34 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:06/30/2023
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 contacted University of Phoenix to re-enroll and complete my bachelors degree. When I left the school I had 12 credits remaining to complete my degree program in ************************* I was told they no longer offer this program, but had a similar program available. When I decided to take the similar program they added additional credits needed. One advisor said regardless of what they will not lower the credits more than 30! Completely ripping people off trying to get more money and not give students the full credits they earned previously with the same school! I did an appeal and was denied because of the timeframe I have been out of school was too long. Life situations happen theres no timeframe when someone can be ready and have the time to go to school. I should only have to take the classes needed and that were left to complete my bachelors program! Its unfair to require students to take more classes than what they had left to take. Even with the program not being offer anymore the similar program should be able to accommodate me for the last 12 credits that are needed.Business Response
Date: 07/03/2023
RE: Complaint # ********; *************************
Dear ***********************************:
The University received the BBB notice of this complaint on July 1, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on July 3, 2023 at 11:51 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:05/16/2023
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 am a recent graduate of U.O.P., and I want to express my experience in hopes of educating the next potential student. My experience with ****** started of very welloffnd ended horribly. I was attending school and receiving financial aid to support myself by attending school. When I got down to my last six months of school, I was advised by my Financial advisor as well as **************** a leave of absence and take classes outside of UOP. to graduate early. I asked one important question will this interrupt any financial support I received I was assured no, and low and behold that was incorrect. I was not prepared to take a financial lost as I did, and not to mention the classes I took outside of U.O.P. was a total disaster I paid out of pocket for the classes and struggled with the classes. I was an student with a G.P.A. of 3.9 and the school took me out of element and misguided me.. Please be aware of this school, no one knows what their job is and when you tell them the last rep you spoke to said something different, they point the blame toward one another. You're not allowed to post reviews, and no one to help you. I am not a proud alumi of ****** and the the disregard of my family's needs. I do not recommend this school to anyone and from other reviews on this site I am not the only one who has experienced this as well. Finding a school that is not geard toward financial gain and adding to graduation rates. Find a school that is geared towards making sure that you are equip with all of the tools and resources to be successful .Business Response
Date: 05/24/2023
RE: Complaint # ********;***********************
Dear *****************************:
The University received the BBB notice of this complaint on May 16, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on May 24, 2023 at 10:19 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 ** know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:05/13/2023
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.
There was an error in the paperwork to verify my number of people in household. The wrong file was sent to the *********** office. Resulting in me no longer being elligle for my pell ****** Costing me thousands of dollars. They refuse to fix the paperwork. Even after I sent the proper paperwork to the student aid office. They told me I could transfer schools. Problem is that most of their credits are not accepted at other schools.Business Response
Date: 05/19/2023
RE: Complaint #********; ***************************
Dear *****************************,
We are requesting a time extension to complete additional research to support the resolution of this grievance. Can you please confirm a time extension so we can respond to the best of our ability?
Thank you!
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:05/02/2023
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.
1/2023 I contacted HR for 401k but my inquiry have yet received a response. The emails are regarding a cash out since they never rolled over.Business Response
Date: 05/05/2023
RE: Complaint # ********;****** ***************************
Dear *****************************:
The University received the BBB notice of this complaint on May 3, 2023. Upon receipt of their contact, the issued was referred over to a specialized team to assist with the resolution.
Please let ** know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:04/25/2023
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.
After attending UoP for 1 semester I had to drop out due to health issues. My understanding was that my financial aid covered the fees I had not paid. Now a year later I get a letter from a collection agency stating I owed over $1000. I received no calls or letters from UoP stating I owed money. I dont understand how I got sent to collections without any notice from UoP that I owed moneyBusiness Response
Date: 05/01/2023
RE: Complaint # ********;***************************
Dear *****************************:
The University received the BBB notice of this complaint on April 26, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on May 1, 2023 at 2:29 p.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
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:03/19/2023
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 was fully admitted to UOP Feb 21, 23 and accepted my lons March 7, 23 and have yet to receive my excess funds amounting $2693.00. They sent me a check I could not cash anywhere and was told over phone by the bank that it couldn't be cashed because the schol had no money in the account. Then I was told to set up direct deposit information and I did that March 16, 23 and now I am being told by my bank they see no initiated direct deposit from UOP and *** tells me it's been sent and says sent March 17, 23 my funds to my account. STILL NO MONEY FROM UOP HAS BEEN PUT IN MY ACCOUNT. I've made complaints to federal student aid and everyone else but the school is still holding my money hostage and that money is for computer for school and for ms to have somewhere liveBusiness Response
Date: 03/22/2023
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on March 19, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on March 22, 2023 at 11:36 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
*********************************************
Phoenix, ** 85040
*********************************************
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