Complaints

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:09/15/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 tried to register for BYU Pathways. When I was interested in enrolling, I was able to speak to someone (a student mentor) who told me there would be a lot of support. Unfortunately, there is no support. I had to send my transcripts three different times, using 3 different methods, and they still haven't found them. Once I was finally admitted, I had a problem registering for the correct class. There is no number you can call to speak to someone. You can create a help ticket, but no one has ever answered a help ticket. You can schedule a Zoom meeting, but I have tried over 30 times, and only ever had someone show up to the Zoom meeting once. This person was a student mentor, and couldn't help with my registration problems, all they could do was create a ticket, which was never answered. After months and months and no help, I decided to unenroll. But you can't unenroll through your student account. So now even more months later, I still can't get a representative or anyone to unenroll me. I feel like this is not a real business, and quite possibly a scam. I would like someone to unenroll me.

  Business Response

  Date: 09/28/2023

  According to our records, this student has been corresponding with one of our agents since August 8. The student's stated questions were answered on September 18, three days after the complaint was filed. Attached is a log of the email interactions during that time. We regret the experience of this student and would be happy to work with her further if she desires.

  Customer Answer

  Date: 10/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  If you read the email chain that you provided, you will see that the representative was not able to help me.  She was very confused about the process, or even understanding my question, which she never answered.  I heard no response for a while, so I reached out to her again asking if she had found a solution.  I don't know why that email does not show up on the email chain you provided, but I can provide a screenshot of the email I sent on August 18th.  Here is the text of that email:
  Hello,
  I haven’t heard anything for a while, so I just wanted to follow up. 
  Are there any openings in my certificate for either block 1 or full semester classes? 
  And second, how do I choose which classes to take instead of just having the computer or system assign me a class? 
  Thank you!
  ******

  But she responds to that in the email chain on August 29th where she says "I apologize for the late
  reply. Are you still getting the same error?"  To which I had to expain the problem yet again.  She submitted another ticket on my behalf, because again, she could not help me.  On September 14 she even asks "The ticket was opened weeks
  ago, have you received any help?"  To which I responded that no one was helping me, and at this point I was done with BYU Pathways and wanted to withdraw.  Which she answered that you cannot withdraw, basically just go inactive long enough until they drop you.  

  In summary, the email transcripts you provided demonstrate that even on the very rare instance when someone did reply, they were not able to help.  What it doesn't show is all of the other tickets that were opened and never responded to, all of the video help meetings I scheduled through your website where no one even showed up.  I literally signed up for back to back conferences for an entire afternoon once, and no one ever joined a single meeting.  I believe that this school is a scam, as there is no phone number to call and recieve help, and the help options on your website are futile.  

  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 10/05/2023

  Here is the email I sent that for some reason was not showing up in the email transcripts provided by BYU Pathways.  You can see her response to this email in the transcript, the response was sent on August 29th.

• Initial Complaint

  Date:05/09/2023

  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 signed up for classes. For April 2023 classes begin on April 17th on April 21st I paid $78 towards my tuition vis electronic withdrawal from my ******************* account. Again on April 25th another $25. I dropped out officially using the online form on April 25th the reason why I dropped out is because 1. Contacting the instructor wasnt easy. Her links brought me to ********* portal. I finally did find the link after searching for a while. I was told that as a student we could get the necessary **************** programs for free. Theres no link that I could find. The virtual assistant that you provided for help had no response. Didnt recognize what i was needing help with tried various wording. When i was finally able to contact the instructor about my issue she admitted she doesnt know much about it. Sent me a pdf which didnt work it created a bigger mess I connected her again about it that I wasnt able to get it for free and MS wanted me to pay a monthly fee. After that I didnt her back from the instructor. So on the beginning of the second week I officially dropped all classes. Due to lack of technical support and not getting what I was promised A week went by no check or electronic deposit has occurred. I sent an email asking about the status of any refund two weeks later no response. So this is how we got here.

  Business Response

  Date: 05/17/2023

  By the time we received this complaint, the refunds have already been processed. 

  This student ******** ************************** D paid using e-check on April 19 and 23 and dropped the classes on April 27. We cannot process e-check refunds until the original check has cleared. We confirm these e-check payments using the CyberSource report, the report can show bounced checks even 3 weeks after the original payment date, so to be save we typically wait 3 weeks from the week of the payment to complete the refund. In the case of this student, refunds were processed beginning of the week starting May 16.