Complaints

This profile includes complaints for DeVry University's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DeVry University

  1200 E Diehl Rd Naperville, IL 60563-9347

• 

  DeVry University

  517 Route 1 South, Ste 1000 Iselin, NJ 08830

• 

  DeVry, Inc.

  1400 Crystal Dr Ste 120 Arlington, VA 22202-4153

• 

  DeVry University -Atlanta/Cobb

  3225 Cumberland Blvd SE Ste 100 Sandy Springs, GA 30339-6408

• 

  DeVry University

  2015 Ayrsley Town Blvd Ste 109 Charlotte, NC 28273-4068

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:01/10/2025

  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've only received 1 refund from DeVry which was 9/11/23 and 9/18/24. I called my advisor to see when I was getting my next refund, and she provided me with information that the school did not mention to students. She stated, "They changed the disbursement of financial aid to the beginning of a new semester." I asked her if she knew why, and she stated, "I have my opinion, but I cannot share it with you." It's January now, a new semester, and I have yet to receive my financial aid. If I'm not mistaken, I was supposed to receive one in November but did not. I called my advisor sometime in November.

  Business Response

  Date: 01/22/2025

  January 22, 2025
  
  Better Business Bureau of Chicago &***********************
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: ****** *******
  File No.: 22796864
  
  Dear *** or Madam:
  
  This letter is in response to the January 12, 2025 complaint Ms. ****** ******* submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that Ms. ******* is concerned that she has not received a refund for the Fall 2024 semester.
  
  On June 27, 2024, Ms. ******* signed an enrollment agreement for the Medical Billing and Coding Certificate program starting in the July 2024 session that began on July 8, 2024. DeVry records show that Ms. ******* utilized Federal Student Aid and institutional aid to pay tuition and fees.
  
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions). DeVry
  assesses tuition and fees for the 16-week semester at the start of the first session of the
  semester. Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds.
  
  Ms. ******** Summer 2024 semester consisted of the July 2024 and September 2024 sessions. On September 11, 2024, a $1,088 credit balance was issued to Ms. ******* for the Summer 2024 semester. On September 18, 2024, an additional credit balance of $220 was issued to Ms. ******* for the Summer ****************** ******** ledger is attached for review (Attachment 1).
  
  Ms. Gilmores Fall 2024 semester consists of the November 2024 and January 2025 sessions. She was assessed $6,648 in tuition and fees for the Fall 2024 semester. On November ******, $4,200 in Federal Student Aid disbursed to Ms. ******** account for the first half of the Fall 2024 semester, leaving Ms. ******* with a balance of $2,418. On November 26, 2024, Ms. ******* spoke with a DeVry Student Support Advisor (***) and asked when she would receive a refund (i.e. credit balance). The *** explained that DeVry bills on a semester basis and that credits are disbursed every other session. The *** explained that Ms. ******* would be issued a credit balance in the January 2025 session.
  
  On January 15, 2025, Federal Student Aid totaling $4,199 disbursed to Ms. ******** account for the second half of the Fall 2024 semester, leaving her with a credit balance of $1,542.50.Federal regulations require institutions to issue credit balances to students within 14 days if the credit is a result of Federal Student Aid.
  
  DeVry assesses tuition and fees for the semester during the first session of that semester. Ms. ******* currently has a credit balance of $1,542.50 which will be issued to her within 14 days. However, DeVry anticipates the credit will be issued next week.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ****** *******
  Office of Ombudsman
  P: ************
  E: ***************************************

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair 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.

  So around August of this year I realized that my financial aid had not been disbursed to pay for my classes. I went online and seen that I had to do the verification process. At first I didn't know why I had to go through this process because no one told me why until I talk to like the third ****** who told me that I put that I was separated on my ***** but my tax return showed that I was married. Which was my fault because I should have checked before I submitted the ***** form. So Im going through the process of trying to fill out the forms they wanted me to fill out which was a Division of Income worksheet and a Clarification of Income sources. I talked to over 5 different people to ask them how to fill out the form and if I could talk to someone in the financial aid department because every time I would fill out the form it was incorrect and talking to the advisors they would "communicate" with the financial aid office and I would get the same answers. So when I did finally get an answer as to what to put on the form I did it and it was still incorrect because they were saying that the amounts on my 1040 is not the same as my Tax transcript. I called Turbo Tax and they said it should not make a difference. So now they say i owe them almost $7000 for classes when all I needed them to do was to let me speak to someone in the financial aid so that I can get the information that I needed to get to them. I kept asking if the information needs to be from my tax transcript or my 1040 and I could never get an answer all I got was attitude or an unnecessary pep talk. I feel that I should not have to pay for anything when I tried to get everything rectified but no one wanted to truly help me.

  Business Response

  Date: 12/23/2024

  Please see attached.

• Initial Complaint

  Date:11/10/2024

  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.

  DeVry University has over charged me to attend their school, When I tried talking with management about my student account/loans they really stressed and frustrated me and I had to drop my classes because of it. The cost is only $514 per credit to attend on top of that they have no refund policy set for Ohio residents.

  Business Response

  Date: 11/20/2024

  November 20, 2024
  
  Better Business Bureau of ******* &***********************
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: Devon ************ No.: 22536590
  
  Dear *** or Madam:
  
  This letter is in response to the November 11, 2024 complaint ************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that Ms. **** is concerned that she has been overcharged for tuition and fees and DeVry does not have a refund policy for Ohio residents.
  
  On March 21, 2024, Ms. **** signed an enrollment agreement for the Medical Billing and Coding Certificate program starting in the May 2024 session that began on April 29, 2024. DeVry records show that Ms. **** utilized Federal Student Aid and institutional aid to pay tuition and fees. DeVry records also show that Ms. ****s primary address on file is in *****
  
  Pages ******* of DeVrys ********* academic catalog, which was in effect at the time of Ms. ****s enrollment, outline the tuition and fees for DeVry courses (Attachment 1). DeVry charges tuition at a rate of $514 per credit hour, a Course Resource Fee of $60 per course, an e-book fee of $40 per course and a *************** Charge of $40 per session. The below chart outlines the tuition and fees Ms. **** was charged while enrolled at DeVry. Ms.****s ledger is also attached for review (Attachment 2).
  
  Semester Session Enrolled Credit Hours Charge Amount Total
  Summer 2024 May 2024 6 Tuition $3,084 $3,324
  Course Resource Fee $120
  E-book Fee $80
  Student Service Charge $40
  July 2024 7 Tuition $3,598 $3,883
  Course Resource Fee $120
  E-book Fee $80
  Student Service Charge $40
  Fall 2024 September 2024 6 Tuition $3,084 $3,324
  Course Resource Fee $120
  E-book Fee $80
  Student Service Charge $40
  November 2024 6 Tuition $3,084 $3,324
  Course Resource Fee $120
  E-book Fee $80
  Student Service Charge $40
  
  
  The November 2024 session began on October 28, 2024. On November 5, 2024, DeVry spoke with Ms. **** and explained her charges in detail. At the end of the call, Ms. **** stated that she wanted to withdraw and disconnected the call. DeVry submitted the withdrawal request that same day and the request was processed the following day.  Ms. ****s Last Date of Attendance was recorded as October 31, 2024 for HIT214 and November 3, 2024 for HIT235 (Attachments 3 and 4), which are considered Week 1 withdrawals.  
  
  Pages ******* of DeVrys ********* academic catalog outlines DeVrys refund policy, which includes any applicable state-specific refund policies. Ohio does not have   regulations that requires an institution of higher education to process tuition refunds in a certain manner. As such, DeVrys general tuition refund policy (Attachment 5) would apply to students residing in ****. Withdrawals in Week 1 allow for a 90% tuition refund less a $50 administrative fee per course.  On November 7, 2024, a tuition refund totaling $2,686 was applied to Ms. ****s account.
  
  ********************** found that Ms. ****s tuition and fees were assessed accurately. While there is not a state-specific refund policy for Ohio, students who live in **** would fall under DeVrys general refund policy.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ****** *******
  Office of Ombudsman
  P: ************
  E: ***************************************

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22536590
  
  I am rejecting this response because: I have not received a refund
  
  Sincerely,
  
  Devon Love

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  Better Business Bureau of ******* &***********************
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: Devon ************ No.: 22536590
  
  Dear *** or Madam:
  
  This letter is in response to the November 22, 2024 reply ************** submitted to the Better Business Bureau (BBB) regarding DeVry Universitys (DeVry) November 20, 2024 response to her initial concern. DeVry understands that Ms. **** has rejected DeVrys response because she has not received a refund and the refund amount listed in the response is incorrect.
  
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions). DeVry
  assesses tuition and fees for the 16-week semester at the start of the first session of the
  semester. Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds.
  
  As indicated in DeVrys previous response, Ms. ****s Week 1 withdrawals allowed for a 90% tuition refund less a $50 administrative fee per course. Tuition refunds are calculated per course and rounded up to the nearest dollar. Ms.****s tuition refund was calculated using the below formula:
  
  $1542 (tuition) - $50 (admin fee) = $1492 x.90 = $1342.8, rounded up to $1,343 per course
  
  For the November 2024 session Ms. **** was enrolled in two courses. On November 7, 2024, a tuition refund of $2,686 was applied to Ms. ****s account. The below chart outlines the charges and payments applied to the Fall 2024 semester, which includes the September 2024 and November 2024 sessions:
  
  
  Session Description Amount
  September 2024 Tuition $3,084
  Electronic Book Fee $80
  Course Resource Fee $120
  Student Service Charge $40
  Books and Supplies $223.78
  Total September 2024 Session Charges $3,547.78
  
  Federal Pell ***** ($466)
  Federal Direct Loans ($2,351)
  Total September 2024 Session Payments ($2,817)
  November 2024 Tuition $3,084
  Electronic Book Fee $80
  Course Resource Fee $120
  Student Service Charge $40
  Total November 2024 Session Charges $3,324
  
  Federal Pell ***** ($465)
  Federal Direct Loans ($2,351)
  Tuition Refund ($2,686)
  Total November 2024 Session Payments ($5,502)
  Fall 2024 Semester Balance ($1,447.22)
  
  
  
  Also noted in the attachment provided in DeVrys previous response, any excess funds that are due to students will be issued within 30 days of the withdrawal notification date (Attachment 1). Ms. **** currently has a credit balance of $1,447.22. Based on Ms. ****s withdrawal notification date of November 7, 2024, a credit balance will be issued by December 7, 2024.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ****** *******
  Office of Ombudsman
  P: ************
  E: ***************************************

• Initial Complaint

  Date:09/17/2024

  Type:Customer Service 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 have been requesting to speak with a supervisor. The learning process is beyond complicated especially being that these are topics I have no knowledge of. Then i asked my accounting professor for more time to make up my work he said he was going to give me one day. Then the assignments were never opened up for me to work on them. Mind you i have no experience or knowledge in the subject called the professor phone got his voicemail no call back as of yet. This is giving me the same issue I had with a previous professor of whom i had an incomplete and she didn't open up the work for me to make up until the last minute. By the ***** of god i was able to finish with a b of which has not been updated as of yet even though she told me days ago she was updating my grade. I am most defiantly going to need help but mind you for a student that is hands on my grade is based on a system used to generate and grade your work. I still dont know what i am doing unless someone is explaining and one day is not giving me enough time especially when i am on someone else time. I have asked to speak to the ****.

  Business Response

  Date: 10/09/2024

  October 9, 2024
  
  Better Business Bureau of Chicago & Northern Illinois, Inc.
  121 W Wacker Drive, Suite 2000
  Chicago, Illinois 60611
  [email protected]
  
  Re: Cynthia McCauley
  File No.: 22300421
  
  Dear Sir or Madam:
  
  This letter is in response to the September 18, 2024 complaint Ms. Cynthia McCauley submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands Ms. McCauley is concerned that she requested an extension on her accounting assignment and was only provided an additional day. Ms. McCauley states that the instructor did not return her calls and that her assignment was not opened for her to complete. Additionally, Ms. McCauley states that the grade for her prior course has not yet been updated and she also has concerns with the learning process at DeVry.
  
  On, June 14, 2024, Ms. McCauley signed an enrollment agreement for the Business Essentials Undergraduate Certificate program starting in the July 2024 session that began on July 8, 2024. DeVry records show that Ms. McCauley utilized Federal Student Aid and institutional aid to pay tuition and fees.
  
  All course-related activity in DeVry’s online courses are completed in a Learning Management System (LMS). Coursework can be completed asynchronously throughout the session, with assignment and project submissions required by posted due dates. In many courses, faculty hold optional synchronous live lessons each week which are recorded for asynchronous review. Professors guide students through online courses, engaging them in discussions, answering questions and posting supplemental and reference materials as needed. Professors teaching online also offer virtual office hours for student support. Pages 273-274 of DeVry’s 2024-2025 academic catalog outline the course delivery information (Attachment 1).
  
  Ms. McCauley was enrolled in Applications for Business with Lab (COMP100) during the July 2024 session and Fundamentals of Accounting (ACCT207) during the September 2024 session. DeVry was unable to find record of Ms. McCauley bringing up concerns of the learning process. Instructors are available for questions during either the live lectures or designated office hours. In addition, DeVry offers free tutoring to students.  
  
  DeVry has an Incomplete Grade policy that allows students to submit coursework after the course concludes when circumstances prevented the student from completing the coursework by the established deadline. The Incomplete Grade provides students with a two-week extension from the last date of class and requests are granted by the professor on a case-by-case basis. On August 29, 2024, Ms. McCauley was granted an Incomplete for her COMP100 course with a September 15, 2024 deadline to complete her missing coursework. On September 4, 2024, Ms. McCauley emailed her COMP100 instructor stating that the assignments were not opened for her to complete. That same day, the instructor opened the assignments. On September 12, 2024, Ms. McCauley submitted her final assignment for the course. On September 18, 2024, Ms. McCauley’s COMP100 instructor submitted a Grade Change Form to adjust Ms. McCauley’s final COMP100 grade from an “F” to a “B” and the grade change was completed the same day.
  
  On September 15, 2024, Ms. McCauley sent her ACCT207 instructor a message asking for an extension on her Week 2 coursework and quiz which was due that day. Ms. McCauley’s reason for the request was that she had been focusing on finishing the work in her prior course (COMP100). DeVry’s policies do not require instructors to provide extensions on coursework and it is at the discretion of the instructor to provide an extension based on an individual student’s extenuating circumstances. The next day, the instructor replied to Ms. McCauley and granted an extension until the end of the day. On September 17, 2024, Ms. McCauley contacted her ACCT207 instructor to state the assignments were not open. The instructor was teaching a course that night and called Ms. McCauley back that evening after reopening the assignments. Ms. McCauley submitted her assignment and quiz on September 18, 2024. The instructor accepted the work without imposing a late penalty. 
  
  Ms. McCauley was granted an Incomplete in her COMP100 course and her final grade was updated. She was also granted an extension on her Week 2 coursework and quiz in her ACCT207 course which Ms. McCauley submitted. DeVry apologizes for the delays in reopening Ms. McCauley’s coursework. DeVry was unable to find record of Ms. McCauley expressing concerns with the learning process. DeVry offers free tutoring for students and instructors are available for questions either during the live lectures or designated office hours.
  
  If you should require further information regarding this matter, please feel free to reach out to [email protected].
  
  Sincerely,
  
  
  Leanne Brumley
  Office of Ombudsman
  P: 630-799-9029
  E: [email protected]
  

• Initial Complaint

  Date:09/05/2024

  Type:Product 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 started classes with Devry July 8th *************************************** the Medical Billing and Coding certification program. I emailed multiple times asking when I would receive my financial aid refund and was told about 4 different dates and still have not received anything. I was never given the opportunity grant up until about a week ago when I had to email someone multiple times about that and I have emailed twice now requesting an advance credit request form and no one has responded to me. I sent my first email on 9/4/2024 and another on 9/5/2024. I am getting extremely frustrated and do not know what else to do because I need these funds to purchase a new laptop to do my school work on.

  Business Response

  Date: 09/18/2024

  September 18, 2024
  
  Better Business Bureau of ******* &***********************
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: ******* *****
  File No.: 22247502
  
  Dear *** or Madam:
  
  This letter is in response to the September 6, 2024 complaint Ms. ******* ***** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that Ms. ***** is concerned that she has not received her refund and DeVry has not responded to her request for an advanced refund.
  
  On September 26, 2023, Ms. ***** signed an enrollment agreement for the Medical Billing and Coding Undergraduate Certificate program starting in the November 2023 session that began on October 23, 2023. Ms. ***** deferred her start date to the July 2024 session which began on July 8, 2024. DeVry records show that Ms. ***** utilized Federal Student Aid and institutional aid to pay tuition and fees.
  
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions). DeVry assesses tuition and fees for the 16-week semester at the start of the first session of the semester. Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds. DeVry disburses Federal student loans for first-time borrowers 30 days after the start of their first session of enrollment.
  
  On July 8, 2024, Ms. ***** called DeVry to ask when her loans would disburse. DeVry explained that loans typically disburse between Weeks 2-6 of the session. On August 7, 2024, ************** Loans totaling $2,351 disbursed to Ms. ****** account for the first half of the Summer 2024 semester[1].
  
  On August 15, 2024, Ms. ***** emailed DeVry inquiring about the status of her financial aid. That same day, DeVry called Ms. ***** and explained that she has received her disbursement for the July 2024 session and that she will not receive a credit balance until her Federal Student Aid disburses for the September 2024 session.
  
  DeVry has a process that allows a student to request a potential credit balance when Federal Student Aid is applied to their upcoming session charges, called an advanced credit. The September 2024 session began on September 2, 2024. On September 5, 2024, Ms. ***** emailed her assigned Student Support Advisor (SSA)and asked about getting an advanced credit for the September 2024 session.Between September 6, 2024 and September 11, 2024, DeVry attempted to call ******** 8 times to discuss her September 2024 courses but received no response.On September 10, 2024, ****************** Student Aid for the second half of the Summer 2024 semester was disbursed (Attachment 1). On September 11, 2024,the *** responded to Ms. ***** and explained that she did not need to request an advanced credit as she will be receiving an estimated credit balance of $838 in the September 2024 session along with an additional credit of $500 once her Opportunity ***** for the Summer 2024 semester posts. On September 12, 2024, a credit balance of $918 was issued to Ms. ***** via direct deposit.
  
  DeVry assesses tuition and fees for the entire 16-week semester during the first 8-week session of the semester and disburses aid equally between both sessions of the semester. ****************** Student Aid has been disbursed for both the July 2024 and September 2024 sessions and a credit balance for the Summer ************************************ ******
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ****** *******
  Office of Ombudsman
  P: ************
  E: ****************************************************************************
  
  
  [1] The Summer 2024 semester consisted of the July 2024 and September 2024 sessions.

• Initial Complaint

  Date:08/20/2024

  Type:Product 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 writing to formally express my concern and frustration regarding the withholding of my financial aid, which I urgently need to purchase essential school supplies. As a student enrolled in medical coding , it is critical that I have access to the necessary materials to succeed in my coursework. The delay in disbursing my financial aid is creating significant challenges that are directly impacting my ability to participate fully in my studies.I understand that there may be administrative processes and procedures that must be followed, but I have met all the requirements necessary to receive my financial aid on time. Despite this, I have yet to receive the funds, and I have not been provided with a clear explanation or timeline for when I can expect the disbursement.This situation is not only affecting my academic performance but also causing undue stress. I rely on these funds to cover the cost of textbooks, software, and other essential supplies required for my classes. Without these resources, I am at a disadvantage and unable to engage fully in my education.I kindly request that you address this issue as a matter of urgency and release the financial aid that I am entitled to. I would also appreciate clear communication regarding the status of my disbursement and any steps that can be taken to expedite the process.

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  Better Business Bureau of ******* &Northern Illinois, ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: ***********************
  File No.: 22168799
  
  Dear *** or Madam:
  
  This letter is in response to the August 20, 2024 complaint *************************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that **************** is concerned that she has not received her credit balance. Additionally, **************** states that DeVry has not provided an explanation or timeline for when she can expect to receive her credit balance.
  
  On June 3, 2024, **************** signed an enrollment agreement for the Medical Billing and Coding Undergraduate Certificate program starting in the July 2024 session that began on July ******. DeVry records show that **************** utilized Federal Student Aid and institutional aid to pay tuition and fees.
  
  Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds.
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions). **************** was a first-time borrower and, as such, instead of having her loans disburse during Week 2, they were disbursed during Week 5.
  
   DeVry assess tuition and fees for the 16-week semester at the start of the first session of the semester. DeVry has a process that allows a student to request a potential credit balance when Federal Student Aid is applied to their upcoming session charges, called an advanced credit. On July 10, 2024, **************** spoke with DeVry regarding her financial aid and stated she needed to buy textbooks and a laptop for class. That same day, **************** completed an Advanced Credit Request form which was approved on July 12, 2024 (Attachment 1). On July 15, 2024, a credit balance in the amount of $2,227.48 was sent electronically to ****************. On July 19, 2024, **************** submitted an additional Advanced Credit Request form stating she needed an iPad and additional materials (Attachment 2). That same day, the request was partially approved for the materials only as her prior request had been approved to include the cost of a laptop.  On July 19, 2024, an additional credit balance in the amount of $175 was sent electronically to ****************. ***************************** is attached for review (Attachment 3).
  
  On July 23, 2024, **************** called DeVry to ask about an additional advanced credit request. DeVry informed **************** that she did not have any remaining credit balance for the July 2024 session. **************** asked about her credit balance for the September 2024 session. DeVry explained that she could not receive a credit balance for her September 2024 session financial aid until the session starts. DeVry explained that her Federal Student aid will disburse between Weeks 2 and 5 of the September 2024 session. On August 7, 2024, **************** received Federal Direct Loan disbursements totaling $2,351 for the July 2024 session.
  
  *************** has received all Federal Student Aid disbursements and credit balances that she is entitled to for the July 2024 session. If **************** is entitled to a credit balance for the September 2024 session, she will receive it after her financial aid disburses for the second half of the Summer 2024 semester.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ***************************************

• Initial Complaint

  Date:07/22/2024

  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 applied for a Graduate Plus loan through federal student aid on 4/8/2024. I was denied and advised to provide someone to endorse the loan. My endorser applied and was approved to endorse the Grad Plus loan on 4/8/2024. She completed her portion of responsibilities and I have been waiting for the loan to disburse on my school account . ********************** did not communicate what documentation was missing until months later, despite my constant calls to Financial Aid to follow up. There has been so many tickets put in regarding my Grad Plus loan and still today 7/22/2024, the issue has not been resolved. The school has my entire Financial Aid packaging on hold which is unfair because I if I am responsible for any out of pocket cost , I need to be aware. I am exhausted with this entire process, I've received this loan previously with the same endorser and never had this issue before. I have 2 classes to go before I graduate and my experience has been terrible , I cant even focus academically because I fear that I wont graduate due to a balance on my account.Please help me.

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  Better Business Bureau of Chicago &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: ***************************
  File No.: 22025182
  
  Dear Sir or Madam:
  
  This letter is in response to the July 22, 2024 complaint ******************************* submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that **************** is concerned her Grad PLUS loan has not disbursed for the May 2024 session. Additionally,**************** states that DeVry did not adequately communicate what documentation was missing.
  
  On March 21, 2022, **************** signed an enrollment agreement for the Master of *********************** program starting in the May 2022 session that began on May 2, 2022. DeVry records show that **************** utilized Federal Student Aid to pay tuition and fees.
  
  On April 8, 2024, **************** applied and was approved for a Federal Direct Grad PLUS Loan (Grad Plus). A Grad PLUS Loan is credit-based and **************** was required to have an endorser to cosign the loan. The endorser must endorse the loan via the website ***************************************** using the borrowers last name along with either the Endorser Code or Award Identification Number.
  
  On April 16, 2024, **************** called DeVry to ask about her Grad PLUS loan. DeVry stated that it hadnt been awarded yet and it would likely take about a week to be awarded. On May 21, 2024, **************** called DeVry to inquire about her financial aid and was told that there was no Grad PLUS Loan set up. DeVry confirmed that her completed application was received but would have to inquire about the status of the loan. DeVry explained that **************** had the option to request an increase to her Federal Student Aid up to her cost of attendance if she chose to. That same day, **************** sent DeVry confirmation of the completed Endorser Addendum as well as the completed Aid Increase Request (AIR)form. The next day, **************** called DeVry to ask for an update on her Grad PLUS loan.  DeVry stated that a request would be submitted to get the loan awarded with Ms. ******* other financial aid.
  
  On May 29, 2024, **************** called DeVry to check the status of her financial aid. DeVry explained that the Grad PLUS loan was not awarded because Ms. ******* AIR form had been denied due to being completed incorrectly by **************** requesting a $0 increase on the form (Attachment 1).DeVry sent **************** a new form that day and assisted her with completing it. On June 7, 2024, **************** called DeVry to ask for an update on her financial aid award. DeVry advised **************** that the disbursement is still pending. Between June 8, 2024 and July 5, 2024, DeVry spoke with **************** five (5) times and informed her that the loan was still pending.
  
  On July 8, 2024, DeVry called **************** and explained that the Grad PLUS loan needed to be endorsed in order for it to be disbursed. Later that day, **************** called DeVry and stated that the endorser code was not working. DeVry advised **************** to call the FAFSA[1] helpline.On July 11, 2024, **************** called DeVry for an update and DeVry advised *************** that the loan needed to be endorsed. **************** stated that the loan was endorsed in April. DeVry stated that the loan is not showing as endorsed.Between July 12, 2024 and July 24, 2024, DeVry spoke with **************** 14 times and informed her that the loan was still showing as not endorsed.
  
  On July 25, 2024, DeVry called **************** and explained that the issue with her loan was that it was endorsed prior to the loan being originated, which meant that the order of operations was disrupted and the loan was not processed correctly. During that call, *************** stated that she was going to reapply and see if she could get approved on her own because her original endorser reapplied and was denied. That same day, DeVry confirmed with the ********** of *********s Common Origination and *********************** that the endorser will need to submit a new addendum using the Award ID instead of the endorser code which will then automatically link the addendum along with the Master Promissory Note and PLUS counseling.Once this is completed, and if the endorser is still approved, the funds should disburse to Ms. ******* DeVry account in five business days.
  
  DeVry apologizes for the delay in determining the issue with why the **** PLUS endorsement was not attached to the loan. DeVry confirmed that **************** will need her endorser to endorse the loan using the Award ID of ********************* where X is Ms. ******* SSN. Once Ms. ******* loan is endorsed by an approved endorser, the funds should disburse to Ms. ******* DeVry account in five business days. Ms.******* account is currently at a zero balance (Attachment 2).
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ****************************************************
  
  
  
  
  
  [1] FAFSA is a registered trademark of the U.S. ********** of *********

• Initial Complaint

  Date:07/09/2024

  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 returning student to Keller Graduate School of Management. I have always expected my credit balance in the 2nd week of each class. When I was going through the financial aid process *********************** did a aid increase, gave me a Jumpstart your education ***** and told me I should receive about $8.5K. He told me to ask my advisor for an advancement credit so today I'm finding out that I can only receive a *** of only $700 for July session. After reviewing some of these complaints on here (BBB) some students didn't have to wait until the 2nd session or they got more than a $700 advancement credit. My advisor *************************** said the complaints don't make any sense to him. What didn't make sense to me is ****** doing a aid increase that I can't utilize. I'm sending this complaint over to find out if this policy is really voluntary because I'm not worried about responsible borrowing because I get Grad Plus loans and it could be a possibility that my next application won't get approved if my credit report doesn't help get my grad plus loans application be approved. I'm hoping it's some type of exceptions for Grad students because I am not a first time borrower and this could be a waste of time for me if my next application gets denied due to me now being behind on bills. Once I was shown what type of aid I was approved for, why should I accept requesting a aid increase. I'm not understanding this. To be honest I don't see any complaints from grad students these complaints are all from undergrads. Is it away I can get a better credit balance for the July session without any delay. It could be an advancement for more than $700 which I just submitted and haven't been processed yet. My advisor just explained he don't have any communications proving why my credit balance can't be split into 2 sessions. I got a feeling by September it's going to be another problem. I just completed a survey saying I have no complaints and everything was smooth sailing well I take that back.

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *****************************
  File No.: 21963570
  
  Dear Sir or Madam:
  
  This letter is in response to the July 9, 2024 complaint Ms. ***************************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ******************** is concerned that she expects a credit balance during week 2 of each session. She received an aid increase to $8,500 but she was advised to complete an advanced credit that resulted in her receiving $700.
  
  On June 3, 2024, ******************** signed an enrollment agreement for the Masters in Network and Communication Management program starting in the July 2024 session that began on July 8, 2024.DeVry records show that ******************** utilized Federal Student Aid and institutional aid to pay tuition and fees.
  
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions) with tuition and fees for the 16-week semester posting to a student account at the start of the first session of the semester. Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds. This assists students with practicing responsible borrowing, reducing unnecessary loan debt, and minimizing excess credit balances. ******************* previously attended DeVry during the July 2023 session and at the time of her last enrollment, the above process was not in place.  DeVry has a process for students to request anticipated credits based on the expected disbursements for the entire semester.
  
  On June 3, 2024, ******************** spoke with a Student Support Advisor (SSA) to discuss her student financial assistance. During the call, ******************** was advised to when tuition and fees post and how her student financial assistance will be applied to the semester charges. Additionally, ******************** was advised that her Federal Graduate PLUS loans would be awarded to DeVrys initial award limit and if additional funds were needed, she could complete an Aid Increase Request form. ******************** completed an Aid Increase Request form seeking an additional $8,000 per semester. Additionally, ******************** requested and was approved for an Advanced Credit of $700 that was issued to her on July 10,2024. At the time ******************** requested the Advanced Credit, her loans had not disbursed.
  
  On July 13, 2024, a $7,662 Federal Grad PLUS loan disbursed to Ms. ********* account for the July 2024 session. After review of her account, ******************** has an overlapping loan with National University. When determining loan amounts, indirect costs cannot be included in two loans spanning the same time frame. On July 17, 2024 and July 22, 2024, DeVry reached out to National University to confirm if indirect costs were included in Ms. ********* loans. DeVry has not received a response from National University and DeVry must assume that indirect costs were included.Ms. ********* summer and fall semester loans were reduced from $16,000 to $11,888 per semester. This reduction will in turn, reduce the amount that ******************* received for the July 2024 session from $7,662 to $5,994 and DeVry will return $1,668 to her lender. After the return, ******************** will have a $3,115.20 credit balance on her account that will be issued directly to her.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  
  *********************
  Office of Ombudsman
  P: ************
  E: ************************************

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21963570
  
  I am rejecting this response because: That's a complete lie they haven't notified me about sending anything back to the lender or told me about a overlapping loan. National University didn't even request enough money to give me a credit balance. I just checked my DeVry university account out and have enough gift aid to cover the whole July session and half of the September session. The issue here is my advisor lied in the first place and wasn't planning on giving me anything until I spoke with his colleagues who said he gave me false information. Seem like he was upset after I told him what his colleagues said. Look like someone can't count. My loans has not been reduced since it disbursed on the 13th I'm not sure whose account you're looking at but it's not mine. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *****************************
  File No.: 21963570
  
  Dear Sir or Madam:
  
  This letter is in response to ************************** July 23, 2024 reply to DeVrys response letter submitted to the Better Business Bureau (BBB) the same day. DeVry understands that ******************** is rejecting DeVrys original response because DeVry has not notified her about the overlapping loans with National University and returning a portion of the loans back to her lender.
  
  DeVrys July 24, 2024 response was sent the same day Ms. ********* loans were reduced to remove the indirect costs, which is why she did not receive information. As stated in DeVrys original response, National University was contacted twice to confirm information on the overlapping loan and DeVry did not receive a response prior to sending the response letter to the BBB. As of 4:58am this morning, National University replied to DeVrys outreaches confirming the Grad PLUS loan was for 4/8/24 6/1/24 and included direct costs only. Based on this information, DeVry increased Ms. ********* loans back to the amounts prior to the reduction. Due to the timing of the reduction, the loans were not reduced from her student account and will remain as is.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  
  *********************
  Office of Ombudsman
  P: ************
  E: ************************************

• Initial Complaint

  Date:07/08/2024

  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.

  This is my second semester enrolled at Devry University I got selected for financial aid verification last semester as well as this semester. I did my ***** in January actually, The school code had not saved on there or put on there. I dont know that is my error I understand. As soon as I figured out, it was not on there when I called the school because my financial aid was not updating on the app. I went on the ***** website and I made sure it was updated to the school code, and I took them a few days to process it And I called the school and let them know it was processed. And mind you this is all in May here it is it is the first day of our second session of the semester so this has been going on for 10 to 12 weeks. I literally still have no financial aid. There has been two instances were the documents they were needing. I hadnt even been notified and they were not even sent to me until Ive called in. The last one I found on my own in research because theres notifications that are supposed to alert you if you have documents or anything that theyre needing and mine said I was clear but scrolling through other things I found out was missing documents and Ive got them submitted. I also have a student support advisor who selected option to me so many times because it has a message that tells you when your student support advisor is busy when you call and you can press a button button for them to call you back I have sent emails. All I want is for someone to get my financial aid process so I can have a piece of mind about staying in School. I am a 35-year-old recently divorced mother for like its a big choice for me to go back to school as it is financially and you know they have all this fine print saying if your financial aid isnt in position by the first day of the Session you may be liable for all charges, etc. etc. When they first enrolled in school went through verification, and it literally took two days. They change the way they paid out our overage.

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *******************************
  File No.: 21956881
  
  Dear Sir or Madam:
  
  This letter is in response to the July 8, 2024 complaint *********************************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ********************** is concerned that her financial aid has not disbursed for the current award year. Additionally, ********************** was not informed to all documents that she was required to submit.
  
  On December 20, 2023, ********************** signed an enrollment agreement for the Undergraduate Certificate in Medical Billing & Coding program starting in the January 2024 session that began on January 1, 2024. DeVry records show that ********************** utilized Federal Student Aid to pay tuition and fees.
  
  On December 27, 2020, the ***** Simplification Act (Act) was passed by the ****************** that went into effect for the 2024-25 award year. The Act significantly overhauled the Federal Student Aid process, including the Free Application for Federal Student Aid (*****[1])form and the policies and procedures used to administer Federal Student Aid.
  
  There were several issues and challenges with the ********** of *********s rollout of the changes that impacted every college and university across *****************. This impacted when students could complete the ***** and when college and universities received, and were able to process, a students Institutional Student Information Record (ISIR). An ISIR is an individualized document created by the ********** of ********* that determines a students eligibility for Federal Student Aid programs that is sent to colleges and universities. These delays also included when a college and university was able to correct a ***** based on documentation students submitted after they were selected by the ********** of ********* for Verification.
  
  The May and July 2024 sessions comprised Ms. ********** first semester of the 2024-25 award year, which was impacted by the changes outlined above. The ********** of ********* selected ********************* for Verification and the below is a timeline occurred to resolve Ms.********** Verification.
  
  Verification Worksheet submitted on April 30, 2024.
  Statement of ********* Purpose submitted on May 15, 2024.
  Division of Income was received on May 25, 2024.
  On June 28, 2024, DeVry requested a Clarification of Income.
  Clarification of Income was received on July 2, 2024.
  
  On June 28, 2024, Ms.********** documents were reviewed that subsequently required her to submit the Clarification of Income document. July 3, 2024 was the first day colleges and universities were able to submit corrections to student *****s, but there were also issues with the process that further delayed the ability to submit corrections. As of July 8, 2024, DeVry made corrections to Ms. ********** ***** and submitted it to the ********** of *********. As of the date of this response, DeVry has not received an updated ISIR and does not have a timeframe in which the ********** will process the corrections.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  
  *********************
  Office of Ombudsman
  P: ************
  E: **********************************************
  
  
  [1] ***** is a registered trademark of the U.S. ********** of *********.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21956881
  
  I am rejecting this response because: how I understand what it looks like on your end, there has been several instances where I have called and had to request the documents to be sent to me that were missing and my point is here. Ive been dealing with this for since May and on my account It still says I have documents. I have student support that is supposed to handle all this stuff for me that once again I still cannot get in touch with. And Im getting these warnings are financial aid taken care of the first day the second session we are liable and I did my FASFA for this semester in January. Theres no reason why my financial aid should not be in place right now and why I have a high balance on my account that is three weeks past due. The changes in the student loan laws and such doesnt even begin to touch what is going on here. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *******************************
  File No.: 21956881
  
  Dear Sir or Madam:
  
  This letter is in response to the July 11, 2024 rebuttal *********************************** submitted to the Better Business Bureau (BBB) regarding DeVry Universitys (DeVry) response that was submitted to the BBB the same day. DeVry understands that ********************** believes there is no reason why her financial aid has not disbursed. Additionally, ********************* has not been able to speak with an advisor and identified by herself all documents that she was required to submit for Verification.
  
  DeVry defers back to its initial response (Attachment 1) regarding the ********** of *********s delays and issues regarding the rollout of the 2024-25 Free Application for Federal Student Aid (FAFSA[1]),including the policies and procedures used to administer Federal Student Aid.As stated in DeVrys response, DeVry was unable to make corrections to Ms.Templetons ****** based on the documents she submitted for Verification, until the first week of July. This was not a delay on DeVrys part, but the timing of when the ********** of ********* allowed colleges and universities to submit corrections back to the ********** of *********.
  
  On April 19, 2024, ********************* called DeVry to see if her 2024-25 FAFSA was received, and a Student Support Advisor (***) informed her that it was not. The *** inquired about the school code that ********************** used and she confirmed that she did not enter DeVrys school code into her ****** but ********************** updated it during the call. While ********************** may have completed her FAFSA in January, DeVry did not receive it until April 23, 2024 after she entered DeVrys school code. Upon receipt of the ****** DeVry identified that the ********** of ********* selected ********************** for Verification and began the process of collecting information from her. Students receive notification via their student portal to any documents they are required to complete. DeVry does not show that ********************** is missing documents.
  
  Since the start of the May 2024 session, that began on April 29, 2024, DeVry was in contact with, or attempted to contact, ********************** on 25 occasions.
  
  Eight (8) emails.
  Seven (7) inbound calls from **********************.
  Six (6) outbounds calls to ********************** where a voicemail was left.
  Two (2) outbounds calls to ********************** that were answered.
  Two (2) outbound calls that went unanswered and no voicemail was left.
  
  If ********************** can provide what documents she shows as outstanding, DeVry can further investigate the concern.  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  *********************
  Office of Ombudsman
  P: ************
  E: **********************************************
  
  [1] FAFSA is a registered trademark of the U.S. ********** of *********.

• Initial Complaint

  Date:06/11/2024

  Type:Product 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 HAVE CONTACTED DEVRY UNIVERSITY SEVERAL TIMES ABOUT MY FINANCIAL AID FOR ME AND MY SON. I HAVE NOT GOTTEN ANY UPDATE ON ANYTHING AND THEY ACT AS IF IT'S NOT IMPORTANT. THEY GAVE ME TO MUCH AID AND NO I HAVE TO SUFFER FROM SOMETHING I TOLD THEM WAS NOT CORRECT AND IS NOW HOLDING UP THE FINANCIAL AID FOR *** SESSION. THEY CHARGED ME FOR TWO CLASSES IN MARCH YET I ONLY TOOK ON CLASS AND THEY ARE TRYING TO SAY THEY ONLY CHARGED ME FOR ON WHEN I CAN SEE THE CHARGES. IF 8000 WAS GIVEN IN AID THE COURSES ARE ABOUT 2000 AND I RECEIVE A REFUND OF 4000 THEY CHARGED ME FOR TWO CLASSES. I DON'T WORK THERE AND CAN SEE THAT PLUS THEY ARE STILL HOLDING ANOTHER 8000 THAT WAS ****** SUPPOSED TO TAKE CARE OF *** SESSION. I AM NOT HAPPY WITH THIS SCHOOL AND WOULD NOT RECOMMENED FOR ANYONE.

  Business Response

  Date: 06/27/2024

  June 27, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *********************
  File No.: 21682778
  
  Dear Sir or Madam:
  
  This letter is in response to the June 11, 2024 complaint Ms. ********************* submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ************** is concerned that her financial aid for her as well as her son had not disbursed for the May 2024 session. Additionally, ************** states that she is being charged for two classes when she only took one.
  
  DeVry cares about student privacy and complies with the **************** Rights and Privacy Act of 1974 (FERPA). FERPA prohibits postsecondary institutions from sharing certain information from student Education Records with parties other than the student without consent. DeVry is unable to provide any information regarding ************* sons account without his written consent.
  
  On October 9, 2022, ************** signed an enrollment agreement for the Master of *********************** program starting in the November 2022 session that began on October 24, 2022. DeVry records show that ************** utilized Federal Student Aid to pay tuition and fees.
  
  Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds.
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions).
  
  Tuition and fees for both sessions comprising the 16-week semester post to a students account during week 1 of first session of the semester. This helps students practice responsible borrowing, reduce unnecessary loan debt, and minimize excess credit balances. Tuition and fees charges for ************** Spring 2024 semester, which consisted of the March 2024 and May 2024 sessions, were posted on February 5, 2024 and February 27, 2024 respectively.
  
  On April 3, 2024, DeVry received ************** Institutional Student Information Record (ISIR) that stated she was over her aggregate loan limit by $1,011. Because of this, ************** could not be awarded Federal Student Aid for the May 2024 session until either the overage had been reduced or ************** acquired a reaffirmation letter from her lender agreeing to pay the overage.  On April 11, 2024, DeVry attempted to contact ************** to discuss her overage but was only able to leave a voicemail. On April 22, 2024, ************** called DeVry to discuss the overage and she was provided with her options. Between May 6, 2024 and June 5, 2024, DeVry spoke with ************** 21 times regarding her account. On June 6, 2024, DeVry received ************** reaffirmation letter (Attachment 1). On June 14, 2024, a Federal Direct Loan in the amount of $8,814 disbursed to ************* account. On June 20, 2024, ************** received an electronic credit in the amount of $8,814. ************** ledger is attached for review (Attachment 2).
  
  ************** exceeded her aggregate loan limit and needed to either pay down her overage balance or submit a reaffirmation letter from her lender in order for her Spring 2024 loans to be disbursed. Once DeVry received ************** reaffirmation letter, her Federal Student Aid for the May 2024 session disbursed and she subsequently received the resulting credit balance.
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ***************************************