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:06/23/2025

  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.

  Supposed to be work at your pace degree program but I am not being allowed to.

  Business Response

  Date: 06/25/2025

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from discussing details of a specific student's progress in this public forum. Student is advised to contact the Ombuds office, as guided by Student Support.

• Initial Complaint

  Date:06/13/2025

  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.

  Due to personal circumstances I withdrew from ***. I just recently in the last week received a postcard from *** stating they sent me to a collections agency for a total of $115.50. The never once reached out to me via phone, mail, or personal email. I contacted their financial department today 6/13/25 and they stated they did in fact email my personal and school emails. I checked every folder including spam of my personal email, there was nothing. I no longer access my school email as I am no longer enrolled. I see there are multiple complaints about this exact issue. Staff member was unhelpful and dismissive on the phone. They refused to do anything to assist me and deferred to collections agency. Ive since paid the collection with the debt collector. I am upset because this will impact my credit and could easily have been avoided had they just communicated the charge.

  Business Response

  Date: 06/16/2025

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from discussing details of a student's academic record in this public forum. It is WGU standard policy to communicate a post-withdrawal balance to a student to both personal and school email addresses, more than once, prior to submitting an account to collections. 

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23466510
  
  
  
  I am rejecting this response because:

  WGU simply did not email my personal email account regarding this matter. They now are failing to respond to my emails regarding this matter. If they cannot prevent this from impacting my credit score, they could acknowledge fault and apologize at a minimum. They should also change their practice and call or mail regarding financial matters, as I see this is an ongoing problem. 
  
  
  
  Sincerely,
  
  
  
  Amanda Moore

  Business Response

  Date: 06/17/2025

  WGU will not violate federal law by engaging in dialog in this public forum about a student's academic record. Students and former students do have the right to file a formal complaint by emailing [email protected] from their WGU email address and requesting further details.

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23466510
  
  
  
  I am rejecting this response because:

  WGU still has not responded to my email regarding this matter  

  
  
  
  Sincerely,
  
  
  
  Amanda Moore

  Business Response

  Date: 06/17/2025

  Please send your concern to [email protected].

  Customer Answer

  Date: 06/22/2025

   
  
  Complaint: 23466510
  
  
  
  I am rejecting this response because:

   

  still no contact made by WGU.
  
  
  
  Sincerely,
  
  
  
  Amanda Moore

  Business Response

  Date: 06/25/2025

  This matter has been resolved internally by WGU.

• Initial Complaint

  Date:02/12/2025

  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 started going to *** in September 2022 I never had complaints When it came to assessments I never had an issue they have a third party that proctors the exams and since I started going to school Ive had limited desk space and I didnt have the ability to place my camera in such a way that could capture my entire area, for almost 3 years this was never an issue everyone was understanding and the only thing that wasnt showing was the number pad on my keyboard it wasnt a big deal, as the ******* has you capture a picture of your entire keyboard and screen, under your desk, and a picture of every wall, and then you show them LIVE your keyboard the screen under your desk and every wall and the old proctors had you open task manager and look through all of the processes running on your computer prior to the exam, now the new proctors have a special access to your computer to ensure no background processes are open The new proctors complained to me about my keyboard multiple times the first time it almost took 5 hours to start my assessment Proctors just flat out denied me access to my exam I was told to contact assessment services because they were supposed to help with issues like this and I was assured over the phone by the person supporting me then that he would solve the problem until we got connected to the ******* and he told me that the proctors have the right to deny me access to my exam an exam that I PAID to take at a school that I PAY to go to Ultimately I asked if I could unplug my keyboard the ******* agreed no more problem. Until the next assessment the proctors complained to me not about my keyboard but about my camera angle which was NEVER an issue before when both of my hands and mouse and screen and my entire head is visible since the proctors have the ability to deny me access to my exams I'm unable to finish my degree after spending almost 3 years and thousands of dollars at this school I've contacted everyone possible at *** and NO ONE can help.

  Business Response

  Date: 02/13/2025

   This complainant has not engaged the *** internal formal complaint process. We recommend that they read the Student Complaint and Grievance Policy at this URL and file a formal complaint: *****************************************************************************************************

   

   

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22934435
  
  I am rejecting this response because:

  My assigned mentor didn't tell me anything about filing a complaint when I brought the issue to her attention, neither did the student services desk when I called, I asked specifically if I could speak to someone to get the issue resolved and everyone told me they didn't know or they told me there was no one I could talk to, but now that I've filed a complaint through the BBB now all of a sudden there's a complaint process that none of your staff seemed to know about when I needed help to get this issue resolved.

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

  Business Response

  Date: 02/19/2025

   This complainant still has not engaged the *** internal student complaint process.

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was enrolled in this school. The website is constantly down. I did 1 single course and regret signing up
  I'll be going with my back up option for continued education and want a refund and all documentation shredded as I never went to this school

  Business Response

  Date: 02/11/2025

  WGU regrets any negative experience that this student had at WGU Academy. The student's refund has been processed.

  Customer Answer

  Date: 02/11/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:02/03/2025

  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 enrolled at WGU for the term starting 12-1-2024. I am writing to formally express my deep frustration and dissatisfaction with the ongoing issues I, and many other students, have experienced with ProctorU & Meazure learning, the proctoring service utilized for WGU's online assessments. The level of incompetence and technical failures on ProctorU’s end is not only unacceptable but also causing undue stress and delays in academic progress. I have personally wasted countless hours attempting to complete proctored assessments due to persistent connectivity issues, unresponsive customer service, and ProctorU's technical shortcomings. Despite my computer meeting all of WGU's necessary specifications and having successfully completed an online assessment with the same computer at the exact location, I was recently informed that my device does not have the required processing power. This blatant inconsistency proves that ProctorU’s system is unreliable and arbitrarily rejects students from accessing their exams. A quick Google search will tell you everything you need about ProctorU. These failures are not isolated incidents; my student mentors have confided that they are overwhelmed with similar complaints from countless other students. It is unacceptable that a university committed to student success continues to rely on a third-party service that is demonstrably incapable of delivering reliable and consistent proctoring support.
  
  The stress and anxiety caused by these disruptions are unnecessary and avoidable. Students prepare diligently for their assessments only to face technical failures that prevent them from demonstrating their knowledge. The hours wasted troubleshooting, waiting for unhelpful support responses, and being unable to take scheduled exams are detrimental to academic performance and mental well-being.
  
  I want a full refund of the amount below and to be withdrawn from this university.

  Business Response

  Date: 02/11/2025

   WGU is aware of the testing issues. Unfortunately, this student withdrew before we had the opportunity to resolve the issues.

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: WGU acknowledges the known issues with ProctorU but failed to provide a viable alternative. I sought assistance in multiple ways. I applied for a loaner computer, as advertised by WGU, but was denied. When I inquired further, my mentor admitted that, despite WGU’s claim of offering loaner computers, she had never heard of one actually being loaned. This contradiction between WGU’s published policies and its actual practices left me without the resources necessary to continue my education. Additionally, my mentor, despite acknowledging the widespread issues, was unable to provide any meaningful resolution. I worked with two mentors at WGU and both of them told me that they knew there were widespread issues with ProctorU. 

  Due to WGU’s failure to assist me or provide a reliable alternative to ProctorU, I had no choice but to withdraw from the university before the withdrawal deadline. If I had remained enrolled past the withdrawal period, I would have lost all financial reimbursement, leaving me with student loan debt for a program I could not complete due to no fault of my own. WGU's position that it owes me nothing simply because I withdrew is unacceptable—my withdrawal was not a choice but a necessity, driven by the university’s failure to support its students.
  
  If WGU acknowledges that ProctorU is an unreliable platform, then it has a duty to its students to either provide a working alternative or remove Objective Assessments until a functional system is in place. No student should be financially burdened for WGU’s inability to ensure fair and accessible testing conditions. By failing to uphold its end of the educational contract, WGU has engaged in negligence, and I am therefore requesting a full tuition refund.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/13/2025

  As stated previously, WGU is resolving the testing issues. The majority of students are now satisfied with the testing experience. If this complainant desires further resolution, they should read the formal complaint policy at this URL: ****************.

  Customer Answer

  Date: 02/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Even if you are "working" on the testing process, I was personally affected by WGU's lax attention to the student's testing experience. WGU knew about the testing issues, and continued to put their students through stressful situations. As I said before, look at the complaints on Trust Pilot and Reddit. Also, did you notice that all of the sudden ProctorU's customer service agents names were changed to American-style names? I have traveled the world with my husband who is retired military and have absolutely ZERO racist views. It's funny how when ProctorU's problems were at their worst, suddenly I am talking to ****** instead of Mustafa. Once again, no racist views exist in my world view. The name changes were a ploy to hide the fact that there existed a terrible language barrier. I know that your first answer to a refund request is NO. If you or your child, mother, wife, father, husband was experiencing ProctorU's abysmal service, how would you feel then? Big corporations profit on the backs of people trying to better their lives. DO BETTER.  Please send me a link that I can access. Your URL was not reachable. I would like the person's name that I need to write my complaint to, along with a postal MAILING address. I feel as if WGU obfuscates this information to make it harder for students to file complaints. I await your reply.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/20/2025

   Formal complaints can be emailed to [email protected].

  Customer Answer

  Date: 02/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because WGU dismissed me with a generic email address to which I can direct my complaint. I will send my complaint to the provided email address but it is obvious that whomever is answering my BBB complaint, has very little empathy for my situation and for the situations of other affected WGU students. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/27/2025

   WGU does not wish to be dismissive concerning BBB complaints, however, we are under obligation to abide by federal law concerning privacy of student records. The Family Educational Rights and Privacy Act (FERPA) prevents WGU from disclosing in this public forum any details contained in a students academic records. For this reason, when a student has a concern that needs to be worked out with the school, it can only be worked out through the internal formal student complaint policy and process, where information can be shared without violating federal law.

• Initial Complaint

  Date:02/01/2025

  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.

  My student loans were received on the same day the school processed a withdraw for non-payment. They then sent the money back to the loaner. They have refused to let me finish the term despite receiving the money and have since claimed I owe them the money they already received. I need to finish the term through financial aid that they already received or a full refund as this is a scam.

  Business Response

  Date: 02/03/2025

  WGU follows Department of Education requirements and did so it this student's case. The student was given instructions multiple times to solve their problem and has not done so. WGU is still attempting to assist this student internally but those efforts cannot be described in detail here due to federal privacy laws.

  Customer Answer

  Date: 02/06/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: sending someone 10 emails on the same day all with different instructions is not being helpful. And then, being told I responded to the wrong one a month and a half later is beyond negligent. This is more than a scam at this point.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 02/07/2025

   This student was given very clear instructions, which he did not follow. Federal privacy law prevents WGU from divulging any more details in this public forum.

• Initial Complaint

  Date:01/14/2025

  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 am not responsible for the debt associated with WESTERN GOVERNO. There is no contract between me and WESTERN GOVERNO, and they have not provided the original agreement as requested.

  Business Response

  Date: 01/15/2025

  This complainant was enrolled as a student at ***. Students are responsible for tuition for the period of time that they are enrolled.

• Initial Complaint

  Date:12/27/2024

  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 completed my FAFSA 11/29/2024, I am due to start classes January 1 2025. The school still did not process my financial aid package as of now. I was told it would be completed my Christmas. It still had not been processed. When I called and spoke with the ******************** yesterday they told me it was going to be ***** weeks. This seems unreasonable, to expect someone to start school and complete classes for 4-6 months without knowing what their financial aid package is.

  Business Response

  Date: 12/27/2024

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing any details of a student's financial aid in this public forum. 

• Initial Complaint

  Date:12/18/2024

  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 sent my transcript to *** through Parchment on November 22, which, through no fault of my own, the ********************* claimed it did not receive. I have an email from Parchment saying that the document was received on November 22, which I forwarded to my Enrollment Counselor. After she told me it wasn't received, I paid for two (2) more copies of my transcript to be sent through Parchment on the same day.When, later, I asked about Commit to Start, she told me to speak to the IT department, suggesting it was just an IT problem, when in fact she hadnt approved my Commit to Start at that point. In short, I did all I reasonably could to comply with **** policy, and through absolutely no fault of my own, *** did not process my transcript on time, and then they pushed back my enrollment date by a month, even though I sent my documents about two months prior.This is apparently a common problem. **********************************************************************************************'s disappointing that *** would make a student who has followed ***s rules delay their start date because of a failure on **** part.I believe this incident reveals systemic inefficiencies in ***'s transcripts and enrollment systems, which I hope the Board of Trustees (or whoever the **** stops at in the *** system) is able to investigate and address, both for the benefit of future students and for the long-term reputation of ***.

  Business Response

  Date: 12/19/2024

   *** enrolls over ****** new students per month. The process has a lot of moving parts, and the vast majority of new students are enrolled without a hitch. Every once in a while, a student's transcripts are not received, even when Parchment says that they were. In the case of this perspective student, the transcripts were not received until a few days ago. Nonetheless, *** managed to recover the original timeframe, and this student will be able to start on January 1, as they originally desired. They will receive outreach from the enrollment department shortly with the good news.

• Initial Complaint

  Date:12/13/2024

  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.

  *** failed to inform me that the *** Site Development certification was accepted for transfer credit prior to enrollment. I asked my enrollment counselor why it was missing from my transfer evaluation form and they informed me the course was changing and *** would only officially accept what is on the transfer evaluation form. Afterwards, months later after becoming a student the program change occurring, I noticed that the certification that was absent from my transfer evaluation form was not only currently accepted but it was always accepted. Upon knowledge of this error I sent the certification in to *** records department but *** refused to accept the credit citing that they understand but can only apply the credit if I am not a student and encouraged me to withdraw and re-enroll to then have it applied properly. This is incredibly unorthodox and *** has not explained why they are choosing to dismiss accountability and not apply the credit for their mistake.

  Business Response

  Date: 12/16/2024

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from providing additional details concerning this complaint in this public forum. *** has followed its policies pertaining to this issue and has offered a resolution that is also in alignment with WGU policy. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22686004
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********