Important information
- Customer Complaint:Penn Foster would like to expedite a solution to any issues you may have. They ask that prior to filing a complaint with the BBB please contact them directly at 570-961-4014 and Corinne Lenzer or Marie Allen would be happy to help you.
Complaints
This profile includes complaints for Penn Foster's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 181 total complaints in the last 3 years.
- 81 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:09/29/2022
Type:Order IssuesStatus: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 signed up for penn foster so i could pursue a ged/diploma when i signed up i had no idea that even if id never take a class they would continue to charge me today i received a bill in the mail for 1300 dollars i have never even once used the platform after i signed up and forgot honestly that i even had it. i want them to remove those charges and close that account.Business Response
Date: 10/06/2022
BBB Case Number: ********
Student Name: *************************
Student Number ********
To Whom It May Concern:I welcome the opportunity to address ****************** s concerns. ****************** enrolled online into the High School Diploma program on June 25, 2021, by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement.
On October 3, 2022 I emailed ****************** to advise that she did agree to be held to the terms of the agreement she voluntarily signed. Per **. *******'s wishes, I closed the account out according to the contractual terms. ****************** is responsible for the programs registration fee and 10% of the tuition. As of October 6, 2022, **. ******** cancel liability equals $285.50.****************** will be held to the terms that she agreed to.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.Sincerely,
Andrew K**********
Sr. Escalations SpecialistInitial Complaint
Date:09/20/2022
Type:Billing IssuesStatus: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 finished paying of the program on 11/3/2020 and its still showing that i owe 406 on my credit reportBusiness Response
Date: 09/28/2022
BBB Case Number: ********
Student Name: *********************************
Student Number: ********To Whom It May Concern:
I welcome the opportunity to address **. ********** concerns.********************** enrolled into the Automotive Repair Technician Diploma on December 3, 2018, by submitting a signed enrollment agreement and down payment.
Due to defaulted payments, **. ********** account was sent to an outside collection agency on July 11, 2019. **. ********** account was recalled from collections on July 12, 2020. As of November 3, 2020,********************** has a zero balance with Penn Foster.
As Penn Foster does not handle credit reporting, an email was sent to the collection agency for further review. ********************** will need to speak with the agency directly for further information on amending her credit.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
Andrew K*********;
Sr. Escalation SpecialistInitial Complaint
Date:08/29/2022
Type:Billing IssuesStatus: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 ORIGINAKLLY SIGNED UP FOR A SCHOOL PROGRAM FOR PARALEGAL WITH PENN FOSTER AND I UNFORTUNETELY WASNT ABLE TO COMPLETE CLASS SINCE I LOST MY JOB I CONTACTED PENN FOSTER AND NOTIFIED THEM PF THE ISSUE TO CANCEL MY CLASS WHICH THEY SENT ME A COLLECTIONS BILL OF $117. Now i just have been trying to attend school and have changed my mind several times on a career path and the third time i changed my mind i spoke to a csr and she told me i owed $524 for admin fees and tuition for a week and late fees from a week worth of class since 2019 I want the debt removed i notified them i couldnt complete schoolBusiness Response
Date: 09/08/2022
Tell us why here...BBB Case Number: ********
Student Name: *************************
Student Numbers: ******** ******** ******** ******** ********
To Whom It May Concern:
I welcome the opportunity to address ****************** concerns. **************** enrolled into the Dressmaking and Design diploma program on October 25, 2017 by submitting a signed enrollment agreement and down payment. This account was closed on November 17, 2017 as **************** stated she wanted to enroll into another program. This account is in a settled status.
**************** enrolled into the Paralegal Studies Associate degree on January 18, 2019, by submitting a signed enrollment agreement and down payment. On January 23, 2019, **************** called and stated she needed assistance as she could not make her first monthly payment due to a recent surgery. We provided a one-month deferment to assist **************** while she was having medical concerns.**************** defaulted on her payments and this account was sent to an outside collection agency. **************** would have been sent statements outlining her past due accruals and the overall remaining liability.
On August 15, 2022, **************** enrolled into the Electronics Technician program by submitting a signed enrollment agreement and down payment. On the same day, **************** called to inquire on the hold placed on her newest enrollment. **************** was advised that she had a liability due on her open Paralegal Studies Associate Degree. **************** sent an email on August 15, 2022, to request her Paralegal Studies Associate Degree be placed in a closed status.
On August 17, 2022, **************** emailed and called to request to cancel her Electronics Technician program and enroll into the IT Support Specialist Program. As *************** made the request within the first 5 days, there would not be a liability due on this program.
**************** enrolled into the IT Support Specialist program on August 17,2022, by submitting a signed Enrollment Agreement and down payment. **************** was advised that she must be on a split pay option to complete this enrollment as she still owed a liability from her Paralegal Studies Associate Degree.
On August 29, 2022, **************** sent an email requesting to close out her IT Support Specialist program and to be enrolled into the Electronic Medical Records program. On the same day, **************** submitted another email stating she would like to stay in her IT Support Specialist Program.
August 30, 2022, **************** called inquiring on switching programs once again and was upset about being liable for her contractual cancelation terms for her enrollment into the Paralegal Studies program form 2019. At this time, *************** was reminded of the split payment option that she was currently on.
On August 31, 2022, **************** spoke to a supervisor in our Student ******************** to discuss her current concerns. As an act of good faith and to assist **************** with her future education, the liability due on the Paralegal Studies Associate degree was waived.
On August 31, 2022, **************** enrolled into the Medical Assistant diploma program by submitting a signed enrollment agreement and down payment.
On September 8, 2022, a ECheck payment **************** made on her Paralegal Studies on August 26, 2022 was returned. We will not require **************** to make up that payment or the NSF fees occurred.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.
Sincerely.
Andrew K********
Sr Escalation SpecialistInitial Complaint
Date:08/28/2022
Type:Order IssuesStatus: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.
Penn foster kicked my son out of school for non payment and sent the bill to collections witch I did not know they could do I would like my son enrolled back in there program I felt they could have worked with me I got laid off my job and fell at hard times do to the pandemic it wasnt a big amount that was left I wanted to get back on the payment plan so my son can finish his education and not be a high school drop outBusiness Response
Date: 08/31/2022
BBB Case Number: ********
Student Name: *****************************
Guarantor Name: *********************************
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address ****************' concerns.****************** enrolled ****************** into the High School program on September 29,2021, by submitting a signed enrollment agreement and down payment. I will include a copy of the enrollment agreement.
****************** completed 45 out of 105 exams. Due to defaulted payments, *****************' account was sent to a collection agency on March 31,2022. As stated in the enrollment agreement, . If you do not pay the overdue amount and late fee within 40 days, Penn Foster reserves the right to suspend your enrollment in the Program immediately and require you to pay the outstanding balance of the program price associated with the payment plan you chose. In addition, you will be responsible for any collection costs, including legal fees, incurred by Penn Foster to collect amounts owed.
****************** can contact our financial department directly to inquire the amount that has to be settled to continue with *****************' studies. As Penn Foster does not directly report on students credit, ****************** will need to reach out to the agency to inquire about how long it will take to amend her credit after the financial balance is satisfied.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
Laura C********
Escalation SpecialistCustomer Answer
Date: 09/19/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: I did not see the 45 day rule I’m just now finding out about that I feel that if I know before would have never enrolled him it’s a pandemic going on and a lot has changed since I enrolled him I told penn foster I had got laid off but they didn’t care 45 days is not long enough time to pay a debt if you fall hard times it’s easier to pay in payments then to pay you’ll $1100 dollars I don’t have so basically it all comes down to penn foster care more about there money then my child education we could have worked this out another way penn foster disappointments me all the way around and will make sure more ppl know about this school 45 days I see it as a way to scam ppl of low income out there money they never mention a 45 day pay to me not once when I spoke to them on the phone I just wanted my child to finish school and they took know time at all to put it on my credit instead of trying to work with me on getting it paid sending it to credit bureau is only gone take you’ll longer to get the payment if I pay it you’ll sell ppl credit to a third party company to collect the money witch is against the law for someone to buy your debt and try to collect on it you’ll need to be a shame of you’ll self how you’ll doing ppl
Regards,
*********************************Business Response
Date: 10/21/2022
BBB Case Number: ********
Student Name: *****************************
Guarantor Name: *********************************
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address *****************' concerns. The terms and conditions are all included in the enrollment agreement that ***************** willingly signed. I included a copy of the enrollment agreement in my initial response to ******************. Under section 5. Your Signature, it states, By signing this Enrollment Form, you acknowledge that you have received, read, understood, and agree to be bound by the terms and conditions on all pages of this agreement (including without limitation, the credit disclosures), as well as the student catalog and any information pertaining to this program, including technology requirements, provided on our program website. This Enrollment Form will become valid when accepted by an authorized admissions representative whose name will later appear in the "Additional signature to be inserted here" field below. On October 21, 2022, I reached out personally to ****************** to go over any additional concerns she may have.Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
Laura C*******
Escalation SpecialistInitial Complaint
Date:08/26/2022
Type:Billing IssuesStatus: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 just notice that a payment was made to pay off the account, that was not me at all, this bank that made the payment is not even my account. The manager and supervisor is vary rude and dont care about this, they are asking me to do something that the bank that is not my account cant do, they dont care about anything, they only care about money and dont care about students or people.Business Response
Date: 08/31/2022
BBB Case Number: ********
Student Name: ***************************
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address ****************** concerns.****************** enrolled into the ************ Associates program on July 28, 2022,by submitting a signed enrollment agreement and down payment.
On August 6,2022 a pay in full e-check payment was made online through ****************** student portal. Due to the check bouncing, **. ************** incurred an insufficient fund fee. As stated in the enrollment agreement, If a payment default occurs as a result of your maintaining insufficient funds in your account or on your card, Penn Foster reserves the right to charge a nonsufficient funds fee (NSF) up to the maximum amount permitted by law.As an act of good faith, on August 26,2022, I reached out to ****************** via phone to advise I had removed the hold and discounted the $35 NSF fee from his tuition. ****************** can email me directly at ************************************** to address any additional concerns he may have.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
*********************
Escalation SpecialistCustomer Answer
Date: 09/19/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***************************Customer Answer
Date: 12/21/2022
Yes I go to collage at pennfoster collage, they stated my payments was returned they never told me it was returned instead they tried again so it was charged again a fee, they are vary rude the customer service they never notified me it was returned I contacted my back when I found out they stated pennfoster never tried to take out a payment on the dates they stated was returned, they are fraud and doing things illegal I need this resolved now Penfoster the customer service is vary vary rude
Desired Resolution / Outcome
Desired Resolution:
Desired Outcome:
Reverse the hold, reverse the fees, take off $550 of my Tutioj due to the issuesCustomer Answer
Date: 12/21/2022
Yes I go to collage at pennfoster collage, they stated my payments was returned they never told me it was returned instead they tried again so it was charged again a fee, they are vary rude the customer service they never notified me it was returned I contacted my back when I found out they stated pennfoster never tried to take out a payment on the dates they stated was returned, they are fraud and doing things illegal I need this resolved now Penfoster the customer service is vary vary rude
Desired Resolution / Outcome
Desired Resolution:
Desired Outcome:
Reverse the hold, reverse the fees, take off $550 of my Tutioj due to the issuesBusiness Response
Date: 12/22/2022
BBB Case Number: ********
Student Name: ****** *******
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address *** *******’ newest concerns. In the last response to the BBB, we advised that we waived one NSF fee and removed the hold on the account. *** ******* accepted the response on September 19, 2022.
On November 9, 2022, we were notified that a payment processed for *** ******* on October 30, 2022, was returned from the bank. Proper NSF fees were then applied to *** *******’ account. Due to the payment reversal, a hold was placed on *** *******’ account and will remain on the account until *** *******’ settles the reversed payment and NSF fees.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at ###-###-####.
Sincerely.
Andrew K*******
Sr. Escalation SpecialistBusiness Response
Date: 12/22/2022
BBB Case Number: ********
Student Name: ****** *******
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address *** *******’ newest concerns. In the last response to the BBB, we advised that we waived one NSF fee and removed the hold on the account. *** ******* accepted the response on September 19, 2022.
On November 9, 2022, we were notified that a payment processed for *** ******* on October 30, 2022, was returned from the bank. Proper NSF fees were then applied to *** *******’ account. Due to the payment reversal, a hold was placed on *** *******’ account and will remain on the account until *** *******’ settles the reversed payment and NSF fees.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at ###-###-####.
Sincerely.
Andrew K*******
Sr. Escalation SpecialistCustomer Answer
Date: 12/29/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: They are vary rude, they are the ones that kept on trying to take hot out without notifying us saying it declined the first time, they don't care about students they just wanted money so they kept ion trying to take it out after the first declined just to get money from us. I will not pay the fees when its pennfoster fault, they ether waive or or not get paid at all. They choose.
Regards,
****** *******Customer Answer
Date: 12/29/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: They are vary rude, they are the ones that kept on trying to take hot out without notifying us saying it declined the first time, they don't care about students they just wanted money so they kept ion trying to take it out after the first declined just to get money from us. I will not pay the fees when its pennfoster fault, they ether waive or or not get paid at all. They choose.
Regards,
****** *******Business Response
Date: 01/04/2023
-BBB Case Number: ********
Student Name: ****** *******
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address *** *******’ rejection. As previously stated, *** ******* submitted a payment to Penn Foster that was returned from his bank. *** ******’s enrollment agreement states if a payment default occurs as a result of your maintaining insufficient funds in your account or on your card, Penn Foster reserves the right to charge a nonsufficient funds fee up to the maximum amount permitted by law. *** ******* is responsible for his reversed payment and NSF occurred. I will include a copy for *** *******’ signed enrollment agreement.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at ###-###-####.
Sincerely.
Andrew K*******
Sr. Escalation SpecialistBusiness Response
Date: 01/04/2023
-BBB Case Number: ********
Student Name: ****** *******
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address *** *******’ rejection. As previously stated, *** ******* submitted a payment to Penn Foster that was returned from his bank. *** ******’s enrollment agreement states if a payment default occurs as a result of your maintaining insufficient funds in your account or on your card, Penn Foster reserves the right to charge a nonsufficient funds fee up to the maximum amount permitted by law. *** ******* is responsible for his reversed payment and NSF occurred. I will include a copy for *** *******’ signed enrollment agreement.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at ###-###-####.
Sincerely.
Andrew K*******
Sr. Escalation SpecialistCustomer Answer
Date: 01/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: They waived my dads NSF fee so they shook mine as well, I lost my job I am unemployed I can't afford that much I just am requesting a waiver for the NSF fee they are the ones that submitted it more then one time after denied once, That part is against the law if it declines once contact me but they never did I need something done now
Regards,
****** *******Customer Answer
Date: 01/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: They waived my dads NSF fee so they shook mine as well, I lost my job I am unemployed I can't afford that much I just am requesting a waiver for the NSF fee they are the ones that submitted it more then one time after denied once, That part is against the law if it declines once contact me but they never did I need something done now
Regards,
****** *******Business Response
Date: 02/23/2023
BBB Case Number: ********
Student Name: ****** *******
Student Number: ********To Whom It May Concern:
I welcome the opportunity to address *** *******’ rejection. As stated previously, in the signed enrollment agreement, *** *******’ agreed to all terms. On August 25, 2022, I personally reached out to *** ******* regarding a one-time courtesy removal of NSF fees. At this time, *** *******’ can contact our financial department directly regarding the past due payments and NSF fees he has newly incurred due to insufficient funds.Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at (570) 961-4014.
Sincerely.
Laura C****
Escalation SpecialistBusiness Response
Date: 02/23/2023
BBB Case Number: ********
Student Name: ****** *******
Student Number: ********To Whom It May Concern:
I welcome the opportunity to address *** *******’ rejection. As stated previously, in the signed enrollment agreement, *** *******’ agreed to all terms. On August 25, 2022, I personally reached out to *** ******* regarding a one-time courtesy removal of NSF fees. At this time, *** *******’ can contact our financial department directly regarding the past due payments and NSF fees he has newly incurred due to insufficient funds.Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at (570) 961-4014.
Sincerely.
Laura C****
Escalation SpecialistCustomer Answer
Date: 02/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: you should be able to help with the NSF fees and past due payments I lost my job so I fail behind
Regards,
****** *******Customer Answer
Date: 02/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: you should be able to help with the NSF fees and past due payments I lost my job so I fail behind
Regards,
****** *******Initial Complaint
Date:08/26/2022
Type:Order IssuesStatus: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 told to pay $351 I would receive my son’s transcript but they cancel his account after payment was made still haven’t sent his transcript I’m in mobile Alabama school started August 4 he has been enrolled in school because of this please can someone help thanksBusiness Response
Date: 09/01/2022
BBB Case Number: ********
Guarantor Name: *********************************To Whom It May Concern:
I welcome the opportunity to address **. ********* concerns.I was unable to locate an account for **. ********* son with the information provided. On September 1, 2022, I have personally reached out to ******************** to the email she provided to address all of her concerns.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
Laura C*****
Escalation SpecialistInitial Complaint
Date:08/11/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I joined **** school then covid hit & could not pay. I finally paid it off in full & asked to remove from credit report & asked to continue & finish course bit they said i now have 2 accts & they said they'd give me a refund n now they refuse that because of a credit card that was closed. ********* **** was taken over by ******* which gave me a new card # but they refuse to send me a check or put back on new card even though the charge is shown to carry over onto new card statement.Business Response
Date: 08/22/2022
BBB Case Number: ********
Student Name: ******************************
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address ******************** concerns. *****************'s enrolled into the Medical Billing and Coding program on November 16, 2019, by submitting a signed enrollment agreement and down payment. I will include a copy of the enrollment agreement. ************************* later enrolled into the Medical and Billing program for a second time on June 12, 2022.
Due to defaulted payments, ******************** first Medical Billing and Coding program was sent to a third-party collection agency on January 14,2022. As stated in the enrollment agreement, If you do not pay the overdue amount and late fee within 40 days, Penn Foster reserves the right to suspend your enrollment in the Program immediately and require you to pay the outstanding balance of the program price associated with the payment plan you chose. In addition, you will be responsible for any collection costs, including legal fees, incurred by Penn Foster to collect amounts owed.
Upon reviewing ******************** account, her second Medical Billing and Coding account was closed due to duplicate enrollment status. On August 15,2022 a refund check was processed for a full refund on her second enrollment. ************************* will receive the refund check mailed to the address on file. If ************************* has any additional questions she can reach out to me directly at *************@pennfoster.edu.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
Laura C********
Escalation SpecialistInitial Complaint
Date:07/31/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I enrolled into a program but never accessed lessons or even took a test. I emailed advising and told them I was no longer interested in taking classes. Penn foster sent me to collections and is trying to force me to pay over $2000 for a course I never even started. I want it removed from my credit report.Business Response
Date: 08/03/2022
BBB Case Number: ********
Student Name: *************************
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address *** *****’s concerns. *** ***** enrolled into the Veterinary Technician Associates Degree program on January 2, 2020, by submitting a signed enrollment agreement and down payment. I will include a copy of the enrollment agreement.
*** ***** completed 3 out of 36 exams. Due to defaulted payments, *** *****’s account was sent to an outside collection on January 14,2022. As stated in the enrollment agreement, “Penn Foster reserves the right to suspend your enrollment in the Program immediately and require you to pay the outstanding balance of the program price associated with the payment plan you chose. In addition, you will be responsible for any collection costs, including legal fees, incurred by Penn Foster to collect amounts owed.”
As Penn Foster does not directly report on student’s credit, *** ***** will need to reach out to the agency to inquire about her how to amend her credit. *** ***** can contact our student services department or me directly at [email protected] to cancel her account if she wishes to no longer continue with our program.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at ###-###-####.
Sincerely.
Laura C****
Escalation SpecialistCustomer Answer
Date: 08/05/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: i never took any exams or opened lesson plans I have attached a copy of an email I have where an advisor clearly states u had never even opened a lesson plan. I told her I wanted to cancel my enrollment and she said I only had to pay the fees, which totaled $500.
Regards,
*************************Business Response
Date: 08/22/2022
BBB Case Number: ********
Student Name: *************************
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address *** *****’s concerns. After reviewing the email provided, on April 14,2022, the representative stated,” Before I can fully switch your program, I would like to inform you that you have a remaining balance of $591.00 for your registration fee and lessons taken so far.” *** ***** was advised in the email that it did include the lessons taken so far. I will include the full email conversation. *** ***** can reach out to me directly if she has any additional concerns, ***********@pennfoster.edu.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at (**** ********.
Sincerely.
Laura C****
Escalation SpecialistInitial Complaint
Date:07/29/2022
Type:Billing IssuesStatus: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 tried to work with this business before filing a complaint but they are still insisting I owe them money. In 2019 I spoke with someone over the phone about possibly going back to school. She had me do all the stuff and told me I had a few days to cancel if I changed my mind. I did change my mind and canceled immediately. I've provided them with the email showing where I never enrolled also the cancellation email where they asked me to do a survey. They also took a payment out of my account without my permission. All of this is documented in phone calls. They have put this on my credit and sent it to a collection agency who told me it won't come off my credit. I've provided all the documents supporting me not taking any classes and they are still saying I owe them 431.00 cancellation fee. This is fraudulent. I've called and emailed asking to speak to someone higher up and no response.Business Response
Date: 08/14/2022
BBB Case Number: ********
Student Name: *******************
Student Number: ********/********
To Whom It May Concern:
I welcome the opportunity to address ************** concerns. ************** enrolled into the Medical Billing and Coding diploma program on April 22, 2015, by submitting a signed Enrollment Agreement and down payment. ************** re-enrolled into the Medical Billing and Coding diploma program on July 16, 2019, by submitting a signed Enrollment Agreement and down payment.
On July 20, 2022, ************** account was removed from collections and closed with a zero liability. As Penn Foster does not do credit reporting,************** would need to speak with the collection agency to inquire on credit history amendment.
On July 21, 2022, an Escalation Specialist replied to ************* concerns and advised that the emailed cancellation letters were from her 2015 enrollment and not for the 2019 enrollment. A resolution was provided to ************** during this interaction. ************** replied on the same day, acknowledging and thanking Penn Foster for assisting her.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely,
Andrew K***********
SR Escalation SpecialistInitial Complaint
Date:07/21/2022
Type:Billing IssuesStatus: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.
Penn Foster The Online School I had enrolled and after a month I had went onto the site and cancelled my enrollment. I only took like 2 assignments not even a full class or course. I thought it was canceled and then I continued to get mail about payment for the program and again I went on to see what I could do about canceling my payment, enrollment, everything. I thought it was taken care of because I moved addresses and come to find out I’m still being billed and it has accumulated to a balance of over $1,200.00 USD for classes I’ve inquired about canceling and attempted several times long before this debt was ever accumulated. I didn’t use the program so I need to know how to get rid of that charge against me.Business Response
Date: 07/26/2022
BBB Case Number: ********
Student Name: *****************************
Student Number: ********To Whom It May Concern:
I welcome the opportunity to address *** *******’s concerns. *** ******* enrolled into the High School program on February 21, 2021, by submitting a signed enrollment agreement and down payment. I will include a copy of the enrollment agreement.
*** ******* completed 3 out of 105 exams. After reviewing *** *******’s account, I was unable to locate any previous correspondence regarding canceling the program. On July 26, 2022, I ultimately cancelled *** *******’s program as requested.
*** ******* owes a liability for the coursework he has completed in his high school diploma program. *** ******* can contact our financial department to fulfill his financial obligations. Additional information regarding the refund policy can be found at https://www.pennfoster.edu/admissions/policies/refund-policy.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at (570) 961-4014.
Sincerely.
Laura C****
Escalation Specialist
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