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:08/13/2024

  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.

  WGU is auto charging my credit card for no services and there is no way to remove my credit card from the ************* account nor cancel the billing. They have, to date, overcharged by $297.

  Business Response

  Date: 08/14/2024

  WGU cannot find any indication of this individual being billed by WGU or ************ We request that the individual email ****************** and attach copies, screenshots, or some form of documentation showing these charges to assist us in finding out the cause. We will do everything we can to make this right. Please do not attach the documentation on the BBB website but email them directly to ******************.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22138541
  
  I am rejecting this response because they need to solve the problem.  I've sent an email to the email address they suggested with the information needed to sort this out and I have referenced the complaint number. 

  Also, I just realized that they charged more than I originally stated.   They charged in Feb, Apr, May, Jun and Jul. They should have only charged once. 

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

  Business Response

  Date: 08/16/2024

  WGU has received the requested information from the complainant and the issue is being investigated internally at this time. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22138541
  
  I am rejecting this response because it has not yet been resolved. We are in communication and attempting to sort it out. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/20/2024

  WGU has given this complainant all the information they need to resolve this issue directly with WGU Academy. 

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  In regards to complaint #********, we were able to get a hold of someone who helped us out and they have now issued a refund and accepted the disputed amount on my credit card. 

  I find that this resolution is satisfactory to me.
  

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

• Initial Complaint

  Date:08/09/2024

  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 went to school at *** in 2022. Life happened and i moved, got married and bought a house all within a month. I received a notice from WGU that if i didnt take a practice test, i would be dropped from the course. I took a practice test and no issues. It seems i was dropped from the class shortly after and today i was contacted by an agency to settle a debt i had no idea i had in the first place. I was using a VA loan and had to pay the VA money because WGU dropped me without warning. Now im being told i have to pay again to them specifically. I called WGU to try to settle this issue them since they never contacted me about a debt and am being told that they cannot once they send it to ******** and fudge incorporated. I want to know why i owe a debt and the actions i can take to settle this. This isnt right and i should not receive a hit on my credit for a debt i didnt even know existed.

  Business Response

  Date: 08/12/2024

  The information in this complaint does not match the information in WGU's official records. The Family Educational Rights and Privacy Act (FERPA) prevents WGU from discussing details of a student's academic history in this public forum. The complainant is advised to send an email from their WGU email address to ****************** and their concerns will be investigated. Complainant has already been advised concerning how to access their WGU email.

• Initial Complaint

  Date:08/08/2024

  Type:Billing 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 was advised on 8/8/24 by a representative at WGU that a certain person was in charge of my student account and preventing me from receiving timely aid. I have been experiencing ongoing difficulties with receiving funds every semester in addition to a number of other issues via ********* Services. Before today, I was told it was a specialized team that was in charge of my account. I sent an email 8/7/24 about situation after two previous issues were resolved. Today (8/8/24) I reviewed my account and payment was prolonged again for no reason. I specifically mentioned in my email from 8/8/24 that my account information changed 4 times to prevent financial aid payment. I was simply told that this individual has been doing this a long time. I believe this interference of receiving my aid and denial of other student assistance is being done purposely for valid complaints I have made for the same behavior that continues with the ********* Services Department on behalf of this person. Due to this ongoing behavior I asked for an emergency scholarship and other assistance via ********* Services and was denied without proper reason this term.This is my first year receiving a quality course. Most courses look like students work with a bunch of random online references and courses are all over the place. Students are not allowed to choose what order to take their courses in so courses are placed in an order to prolong your graduation because of poor organization, unnecessary information and confusion. Now there are issues with the ******************* I feel like I should have received several thousands of dollars refunded for semesters of courses I would not known were of such poor quality before attempting. The school needs to investigate some of their courses and departments.

  Business Response

  Date: 08/09/2024

  With the information provided, we cannot confirm that this complainant is a student of WGU and we cannot address the issues described. The complainant is advised to email ****************** from their WGU email account and we will look into these concerns.

• Initial Complaint

  Date:06/26/2024

  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.

  Continues to spam call me and will not remove my name off their call list

  Business Response

  Date: 06/27/2024

  WGU had been unable to identify this individual, in order to change their number to "do not call" in our system. We have reached out to the individual for more information. WGU strives to honor all requests to remove numbers from our marketing lists.

• Initial Complaint

  Date:06/21/2024

  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've been with WGU for 2 years. I am in the **************** for a Masters.I've worked in Education since 2002, after leaving the U.S. Army. I've worked in all K-12 classroom settings with normal and ***************** kids. I am a 4.0 Honors Student from ***** U.I've always been kind to everyone at ***, always.Most Staff have been extremely arrogant/negligent about informing you and returning mail. This has been a Formal Complaint, that was supposed to be resolved. (It wasn't in the long-run, and got worse).Stone *******, is a very common tactic here. I even ask simple questions about Tasks or changes, and I get nothing in reply.I have been yelled at in a group email, by an arrogant teacher, who refused to discuss support outside of her selfish demands. Another teacher in the email, thankfully, helped me resolve my problem. WGU, wanted to shift the blame onto me, and harassed me for weeks by email and phone, even using my Mentor to lie to me, to do a Survey that makes me responsible for this scenario that took place.I was lied to by Placement Staff, who took 5+ months to find me an Observation Class. He was telling me he had reached out to a major School District in my city, when I had asked; that District, when I called, told me no one at WGU all year had reached out to them.A current Observation Class at a ************** (that doesn't even correlate with my Degree Plan) was extremely unprofessional and unfit. One of my two Mentor Teachers, allowed a group of her girls, she favors and finds amusing, for 2 periods in a row, to cuss me out in 2 languages and hurl slurs at me. Unprovoked. They lured me in the first time, requesting 'help with work'. Both Mentor Teachers were aware, played it off, and did nothing.This class was so out of control and after 2 periods of open slander, I left the school.WGU Staff were contacted and no one replied.Without me involved, they arbitrated, blamed me and are forcing me into punitory tasks.

  Business Response

  Date: 06/26/2024

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from sharing this specific student's academic history in this public forum. *** disagrees with the allegations in this complaint, however no resolution of these issues can be possible through a BBB complaint. This student has been given all available options to successfully complete their program, if they are willing to follow the *** policy and prescribed process.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21883720
  
  I am rejecting this response because:

  I have a history or professional success in the field of Education already, as well as perfect ethics on the job.  This is all provable through multiple Letters of Recommendations, of teachers, support professionals and principles, available for viewing.  I am an Honors Student and I hold a 4.0 GPA from previous schools I have graduated from.  I never complain unless there is a reason to, in which in this case, it is to warn others, before they make a decision regarding where they put thousands of dollars of their money and who they entrust a proper education with, for all of those interest accruing loans they might have to use.  Many of my coworkers at my *********** have been, or are going through the same program I have and have similar feelings and experiences that are generally negative.  This is due to the same staff negligence I have experienced

  Everything I have claimed in my complaint, is provable through emails and phone-records.  There is proof to everything I have claimed.  I am also currently going through a punitive process where I must complete 'Ethics' training and speak with another staff member about proper 'Ethics'.  In a current email, that I finally received, that took multiple requests and a lengthy amount of time to receive, I am accused of being 'Unethical'.  Most recently, as described in my first complaint, I was put into a classroom after nearly half an entire year of waiting, for Observation Hours, that was chaotic where I was personally attacked and slandered 'for fun' for more than 1 period... both my host teachers, as well as multiple WGU staff members, the day this happened, were notified: all parties refused to handle the situation or take responsibility, let-alone REPLY to me... (provable through email records). 

  Both teachers were notified.  Both teachers did not handle the situation and chose not to report the students or write them up... they literally passed it off and did nothing.  The offending teacher found it amusing and allowed it to happen 2 periods in the day.  2!  This site, did not originally correlate with my Degree Plan... and it turned out to be an Unethical and Infective environment to Study properly. 

   The principle and a WGU staff member, days later, drilled me for information for their own purposes, but did not include me in on any decisions made, or reply to me with any follow-up conversation...  anything discussed was behind my back again and left me isolated, stressed out and confused.  I received, again, 0 care or support; I am being treated like a constant, potential threat and so I'm always in the dark, on a 'need-to-know' basis, and unsupported, by an entire group of WGU staff the same day in the same mail again.  This is what my 5+ months of waiting, my $1000's of tuition pays for?  

  I have been kind to everyone at the university, which staff have not been kind to me, some even chewing me out in group emails because I required slight differentiation.  This is yet again, provable through email, and all of the follow-up activity and phone conversations, where I asked 'what the University could have done better in that situation...' and the person over the phone who was set to blaming me for that did not answer my question, but stated to me: 'That's a good question...'.  

   The only things I should be stressing about at a University is getting the work done.  Not being ignored by staff and constantly blamed and punished for their horrible attitudes towards me.  No apology was even given to me for being chewed out in that mail, I was literally just blamed and harassed for weeks into doing work similar to what I'm doing now... where I'm basically admitting blame to a situation that is out of my control, where I am literally the victim.

  The University is responsible for their conduct, their standards, their training and supervision of staff... their care of students (if they do at all or choose to), REPLYING to students and INOFRMING them and making sure they are involved in discussions regarding their situations which I was intentionally Stone-Walled repeatedly and left out intentionally.

  In my most recent situation with the chaotic and inappropriate classroom/posting, I was not replied to, cared-for, supported, or kept in any conversations by the Principle of the school or any of the multitude of staff at WGU that knew about this.

  They could have easily said, because I made the decision the next day not to go back: "Hold one ********... we will talk to them... we will see what's going on first..."  They could have said anything to me... they said 0.  They intentionally kept me out of all loops and decisions.

  'I' am the one losing in all of this... I am being hideously stressed out... I am paying all of the money... my education is not proper with this posting... 

  Everyone at WGU is getting their paychecks regardless, paid out of MY money.  I am the one losing in everything here.  They aren't losing anything.  I haven't taken anyone to court and I've done nothing negligent or malicious at all.  I have been polite and I've worked hard through all of these issues.

   I would never warn-against an institution or business unless it is to protect others, which is why I'm finally doing this.

  They dodged me ever since this most recent issue with the Observations Posting and just dished this out notifying me of nothing in all that time and when I argued this was punitive they told me it wasn't... but then the most recent mail I got, finally states that I am 'Unethical'.  Why is any of this necessary to do to me?  They have you fill these documents out and admit blame on purpose so they can use these things against you in court in the future, it's obvious... just in case they go through yet another lawsuit, which I have no intention of.

  In the most recent mail I requested and finally got, which finally admitted to calling me 'Unethical', they lied about 'not allowing them time to support me...'.  You have to be kidding me.  No one replied, or informed me of anything... a day or 2 later they simply just drilled me for some information and left me in the dark about everything.  No one replied, no one informed me, no one even intercepted this the day I reported it to multiple staff stating something like: "Sorry ********, let us handle this...".  Nothing.

  My Mentor refused to even send me mail or reply to me for a week or something, until higher staff made her say some generic statement... "Sorry you went through that."  It's insulting.

  Everything I listed in my original complaint can be proven through communications transcripts.  Everything.  Which is sad.

  It's sad that a person is treated this way because of a business's paranoia over being sued.

  SOME ADVICE: Talk to people like they're human beings, be nice to them genuinely, handle their processes... I was made to do my Observations Processes, fielding paperwork, and proactively communicating between all parties by myself; my site was not spoken-to nor my teachers notified of anything.  I called ahead and did everything alone, again.  No one was assigned to help with this process from the university or to speak between myself and the District or School, to get paperwork I need or inform me of it... I had to pro-actively call everyone and ask ahead of time so as to avoid a Camas School District situation again where the same thing happened and no one received documents or information they needed... myself or them.  It's just unbelievable that I am left to do all of this.  At other Universities, for your money, staff are assigned to these processes and support you automatically, proactively.

  I'm not treating this school like an enemy, they are treating me like one.  That's why I'm here talking about my experiences collectively.

  I have another coworker who is in my same program and she's had difficulty with Staff and Mentors as well that caused disruptions for her.

  WGU isn't losing any of these situations, I am.  I'm stressing, I'm paying, I'm suffering.  They're getting tuition money and their paychecks regardless.

  And how long did they keep my complaint-response on hold here at BBB?  It had been over a month and I had to start emailing BBB support about why I wasn't receiving any reply... because WGU wasn't replying to them, from what I was told.  And suddenly I get a reply.  They don't reply to me there and they refuse to reply here.  Come on guys... 

  Just be decent to people and build a good reputation.  Be responsible and proactive.

  I'm now out of work and dealing with unnecessary stress and being called 'Unethical' and made to do punitive work to be re-placed in my program to finish... which is unnecessary and unjust, after I was placed in a horrible situation that was damaging to me and ill-conducive to proper Observations.

  Thanks.

  Start with replying to people and genuinely CARING about them.

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

   

  Business Response

  Date: 06/28/2024

  WGU will not risk violating federal law by engaging in detailed discussion of a student's academic history in this public forum. We understand the complainant is frustrated, however the complainant knows the appropriate internal processes within WGU for airing these concerns and resolving issues with WGU. We respectfully request that the complainant correctly utilize the internal problem solving policies and processes available to all WGU students.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21883720
  
  I am rejecting this response because:

  It's been restated repeatedly through all of your mediums, through multiple personnel and your Complaint Section which I've used twice.  I was not helped and through the last complaint I was told: "At this time, we are taking no action...".  

  I've been nice to all staff and respectful and I've been Stonewalled repeatedly when it's convenient for the institution or handled to where I am to sign documents and perform exercises to take blame.  I'm undergoing one of those processes (again) right now and I was not aided or supported for a long period of time and after many communication attempts.  And I'm not unethical, as the University accuses me of being.  And placing me in a classroom that did not correlate with my degree plan, after almost half a year of waiting before getting the assignment, then finding out my Placement Coordinator lied about contacting a major school district in my city, which that District has told me officially, did me no good either.  I am the loser here and I am the victim.  Not WGU.  WGU is getting paid.

  I'm extremely stressed out from this and tired of restating these issues for the year+ I've been attending.  And I'm not here to argue.

  This is simply a review for others to make them aware of the challenges they might face here.  Everything I say is truthful and easily provable through communications mediums.

  I have nothing personal against WGU, and I've stated in my Complaints to the school, as well as through many staff members of WGU, that I want to say GOOD things about this University I chose to attend.  I don't want animosity.  It's a waste of time.  But the truth is the truth and I've been driven to this point.

  I'll say it again since you claimed I should go through the proper channels at WGU... I have done that, repeatedly, using multiple channels, including Complaints twice.  The University chose to isolate me and have me do work that accuses me of being Unethical so I will take the blame.  It's what I'm again doing now, as part of a situation that was not my fault, and that was not handled at all by the University for what I pay them.  Multiple personnel did nothing again because they didn't want the responsibility.

  These are my experiences as information for others.  Your problems are extremely easy to fix.

  Your first issue to fix, is with hiring and Standards.  You need people that are proactive and genuinely caring.  I understand Online Universities have a hard time with that but I was at ***** University, Online, full time, and got proper support and proactive teaching/mentorship constantly.  I was not mailing staff members to meet 'their' demands that WGU had for them.  That doesn't help me.

  Having to constantly piece together information all the time to know what's going on, such as with site placements and being responsible for passing information back and forth between 3 different WGU employees who don't speak to each other and then a School District and then Site Teaching Staff should not be my responsibility.  No one told me it was anyway, but it's what I was left having to do again.

  The teachers did not report the students who repeatedly slandered me, openly throughout the day.  They passed it off and didn't want the responsibility, placing me in an impossible situation.

  Multiple WGU staff whom I reported it to in a group mail that afternoon, did nothing.

  Only one employee reached out, after I finally made the decision to leave, to drill me for information WGU needed.  Not to help me.  She didn't even tell me who she was or what roll she played, and I get that constantly with strangers showing up in group-emails that becoming totally intimidating.  I have to ask WGU employees who they are most of the time and what they do.  It's ridiculous.

  I really don't want to discuss this anymore.  You guys know all about this stuff.  It's all in the communications records and staff that have been dealing with this know everything about it... a large group of people at this point.  None of which really have had my best interest in mind.

  Nothing even needs to be discussed here because everything is known and still in-process.

  I have been told officially I'm Unethical for leaving an largely abusive Observation Site where I had no power and no support, demonstrably from the site teachers, the principle who never emailed me back, and WGU staff especially who left me days in the dark again.  I am now being required to do work that states I was Unethical and taking the blame and I need to be 'trained' in Ethics.  Once I complete that humiliating survey that's being demanded of me, I'll call the Dr. **** as I have been ordered to, to do another humiliating discussion about what good Ethics are, so I don't repeat whatever it is I did again.

  I'll get this done this week, so my Degree Plan can be released, and WGU can hopefully find me an Observation Classroom that correlates with my Degree Plan and possess a teacher that is Ethically Observable so I can finish all of the work I have to do, which requires a teacher who is actually working and has a classroom under control; not letting guests be slandered by her pets that grade her work for her, directly in front of the Guest and herself, and then refusing to do anything about it.

  This post simply contains true statements regarding my experiences, in the few words I was allowed originally.

  I'm hoping WGU can come around properly on the other end, but I've been through too much at this point to believe they will.

  This 'Unethical' accusation, blame-game, to protect the University should be tossed out.  It's that simple.  And WGU should be finding me an Observation Post.  That's a really simple solution.  ******* and punishing a deeply indebted student without work right now is not necessary when the situation involved a horrible classroom atmosphere with self-serving, teaching staff with 0 integrity, just sitting around getting their checks cashed off the public, which is sadly not uncommon in **************** and a major problem in this country.

  This review is an honest log of my experiences and it's information for the sake of others when they **** for schools.

  And one more time, in response to you: everything has been sent through all of your channels repeatedly.  Everything is logged through communications mediums.  It's all there.  Staff has known all about the issues I've suffered through there off and on.

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

  Business Response

  Date: 07/02/2024

  WGU is delighted to hear that this complainant is following through with the plan provided to him and we look forward to seeing him succeed and graduate.

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21883720
  
  I am rejecting this response because: As I've already stated. all those processes were gone through, cordially.  My replies from WGU Reps. were: "We are not going to take any action at this time."  All discussions, arbitrations, decisions concerning me were made without me being involved.  I still have Ethics Training to complete the University is demanding from me.  No one did anything but tell me I was Unethical and **** punitive work on me and tell me it wasn't punitive.

  I don't really want to keep discussing this.  I just want my review posted.  I'm going through enough in life.

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

  Business Response

  Date: 07/08/2024

  Complainant has certainly attained their goal of getting their perspective posted.WGU will gladly not discuss this issue any further on BBB.

• Initial Complaint

  Date:06/17/2024

  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 school is offering no transparency in terms of who is evaluating, where they are located, or whether or not they speak English as a first language. Other students have complained as well that their assignments are failed based on content that isnt in them. My assignments are being kicked back without being read.

  Business Response

  Date: 06/18/2024

  WGU evaluators have no contact with students and that is one thing that makes WGU different from other universities. This "disaggregated faculty model" is essential to meet the requirements of the ********** of ********** Course instructors are available to assist students to understand evaluations in order to revise and resubmit work that does not meet the requirements of the rubric for that particular submission. There will always be students who disagree that their paper does not meet the requirements for a passing grade. Assignments are not "kicked back" without being read unless a student resubmits an assignment without revising the portion that the evaluator indicated requires revision. This particular complainant has received a detailed guidance from their course instructor, indicating what revisions are needed to pass the assignment in question. We urge them to revise their assignment accordingly and resubmit it for evaluation.

• Initial Complaint

  Date:06/02/2024

  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've been a student here for over a year. I understand that I'm to submit assessments for the last class before the end of the term. That's wheat I did. I submitted my final days before the due date. Previously, all of my work was graded within ***** hours. Well, conveniently for them, they waited up to 4 days to review my assignments, after the term ended, so they can claim it missed the cut-off. That means they can now bill me to take a class I've already completed all the work for, to take it again in a new term. I checked daily for my grade, emailed my mentor, and emailed the instructor. I was told that instructors do not grade the assignments, but a group of random people working for WGU decide which assignments to grade. It is obvious to me that WGU steals from students (and soldiers in my case) because this is not the first time they've done this to me. Because of their last minute grading, I got unfairly put on financial aid probation in the past. Now, I must pay out of pocket for a class I already took. I am not wasting anymore time or money here, and my spouse is also going to drop out and reapply elsewhere before we get ripped off again.

  Business Response

  Date: 06/03/2024

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from posting the correct details in this public forum, however, this complainant's facts are not correct. WGU will reach out internally to the student to advise them.

• Initial Complaint

  Date:04/08/2024

  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.

  In a nutshell, I was improperly disenrolled from WGU for a period of weeks, and am seeking recompense for lost access.
  
  I received this in an email from *************** sent 11/22/2023:
  
  "This e-mail will serve as notification of your administrative withdrawal due to not completing a critical action in your first term. Your effective withdrawal date is 11/14/2023, which was the last date of academic activity found on your account."
  
  I was very confused, because my term was only a couple months complete. A week before, I had received a text from ###-###-#### WGU College of Business, Student Success Team sent 11/14/2023:
  
  "Hi, this is COB Student Success @WGU. We want to help you resume online academic activity. To avoid the withdrawal process starting tomorrow, Reply "Y" If you have been active, Reply "N" If you need further instructions on how to resume activity. Reply Y/N"
  
  I replied "N" because I needed further instructions. The COB Student Success Team replied immediately back with the instructions:
  
  "Please log in to a desktop or laptop and engage in your courses, you can read in your textbook, watch a course video, attend a cohort, etc. - COB@WGU"
  
  Wanting to comply with policy, I logged in and watched a video, read in my text, starting a second class and downloaded the materials for it.
  
  A week after this compliance, I was told I violated the bizarrely named, "First Term Critical Action Policy" except I was not informed of the policy, and instead given a different one (via SMS Text) by the College of Business, which I complied with.
  
  My WGU mentor never mentioned the First Term Critical Action Policy in our phone conversations, had left zero voice messages and sent zero texts.
  
  To sum it up, my disenrollment is due to poor administration. I would like my stolen money returned for that outage. Thanks for any help you may be.

  Business Response

  Date: 04/08/2024

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from providing any details of a student's academic records in this public forum. The student is currently working with our Ombuds office, who will diligently work to resolve their issues.

• Initial Complaint

  Date:03/15/2024

  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 am writing to file a formal complaint against Western Governors University (***), regarding a lack of response and communication in relation to my application for a master's degree program. Despite multiple attempts to contact the institution through various means, I have not received any form of acknowledgment or guidance, which not only hinders my educational pursuits but also raises concerns regarding their commitment to prospective students and overall customer service.I initially considered enrolling in a master's degree program at *** and created a profile as part of my application process. However, due to personal reasons, I decided to postpone my application. My interest in *** was reignited recently, inspired by my wife's positive experience with the university. Unfortunately, when attempting to reapply or update my application, I was directed to my old profile, and my efforts to submit a new application have seemingly gone unnoticed.I have made numerous attempts to reach out to the university for assistance, including emailing various addresses associated with *** that I could find, in hopes of resolving this issue. Regrettably, my emails have gone unanswered, leaving me in a state of limbo regarding my application status and next steps.This lack of communication and customer service from *** has significantly impacted my perception of the university. Despite my keen interest in pursuing a master's degree at ***, due to the innovative and flexible educational model that initially attracted me, this experience has left me feeling disregarded and undervalued as a prospective student.I am seeking the Better Business Bureau's assistance in facilitating a response from Western Governors University. My desired resolution is to have my application reviewed and processed in a timely manner, with clear communication from the university regarding the status of my application and any further steps I need to undertake.Thank you for your attention to this matter. I trust that BBBs involvement will encourage *** to address this issue promptly and improve their communication processes with applicants.Sincerely,***************************** Student ID: *********

  Business Response

  Date: 03/18/2024

  *** has been in contact with this prospective student today and we have confirmed that he did in fact send emails to *** that were not answered. Our investigation revealed that a technical malfunction prevented the emails from being transferred from the email system to our contact management system, so no one was aware of the emails. This has since been corrected. The prospective student has been assigned to a new enrollment counselor and we are now working on his enrollment. *** regrets this negative experience and will work to ensure that it is not repeated.

  Customer Answer

  Date: 03/18/2024

   
  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:03/07/2024

  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.

  Enrolled into the IT college of ***. My financial aid refund was sent to the wrong account, and financial aid told me there was nothing they could do to give me my funds. When I requested a supervisor and the **** of IT to get in contact. I was told no.

  Business Response

  Date: 03/07/2024

  *** is still actively trying to solve this problem. Refunds are sent to the bank account provided by the student. If a student provides the wrong bank account in error and the funds are sent, it becomes an issue for the bank to resolve and *** cannot do anything to force the return of the funds.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21397907
  
  I am rejecting this response because: the funds never reached my account. *** is responsible for my funds until they reach my account unless they can show legally they don't. I can't speak with my bank I do not own that bank. I only own that bank account. You are responsible for the funds until they reach me. I never received my funds. Not only that I was told by financial aid you recovered the funds and sent them back to the originating sender aka my loans for dropping out. This will be a lawsuit soon. 
  
  Disrespectfully,
  
  ***************************

  Business Response

  Date: 03/11/2024

  This complainant's response is inaccurate. *** is still working with the student internally. When a *** student has a refund, *** sends the refund to the bank account provided by the student. Once that refund has been sent, the funds are no longer ***'s and the responsibility is on the student to provide a correct bank account number. The Family Educational Rights and Privacy Act (FERPA) prevents *** from providing more information concerning this complainant in this public forum.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21397907
  
  I am rejecting this response because:/

  Incorrect, the only one that can request the funds be transferred back to the originating sender is the originating sender. The funds never reached my account. You school has failed to provide an Indemnity letter multiple times. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/12/2024

  This complainant is mistaken concerning the facts.*** is still working on this issue internally and will communicate directly with the complainant. *** cannot engage in a dialog filled with protected information in this public forum.