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:11/01/2023

  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 recently received a bill, stating that I owe Western Governors University $962.04.I enrolled and was scheduled to begin my studies on August 1, 2023. The school program is advertised as being able to advance through the program of study at a students own pace, with the ability to test out of classes on subjects that are already known. However, every attempt that I made received roadblocks that hindered my progression:My advisor was on vacation for a week. My course instructor was on vacation for another week. I was denied the ability to take course exams without my advisor or instructor releasing my exam (both were on vacation). Before an exam re-take was allowed, both advisor and instructor required additional paperwork and assignments that were never mentioned prior. The first, and only course, I attempted to test out of was a foundational cybersecurity course. I have been working in the cybersecurity industry for years and am intimately aware with cybersecurity fundamentals. There was nothing on the exam relevant to cybersecurity skills. There were no explanations given for why I failed and was only told to re-read assignments, perform additional essays that were not related, and re-attempt. After the second failed attempt at an exam, similar to first, and provided with no test results, I was told I would have to pay an additional fee before taking the exam a third time (AFTER a week trying to contact instructor with no response. I was told I would not be allowed to work at my own pace. I filed my resignation from the school on August 28, 2023, four weeks after I started the term. Two of those four weeks I was unable to perform any work due to school not allowing me access. I never received any credits, certifications, or other benefit from the school.The school is demanding payment for enrollment of less than a month, half of which was inaccessible.

  Business Response

  Date: 11/02/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from responding in detail to this complainant. Complainant has also filed the appropriate complaint through ***'s internal complaint process and their concerns will be addressed through that process.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20811944
  
  I am rejecting this response because:
  The company refuses to respond through the Better Business Bureau's service, but instead want to keep the discourse private and out of the public eye. The company claims I was given opportunities to receive the help I needed, but I was not. When I reached out for assistance from the instructor, I was informed I had to wait a week. The exams I took contained the most obscure questions covering topics that were not related to the reading material. According to schools response, almost half of their students fail the first exam, half fail the second, which forces students to begin paying additional fees to take more attempts. This is intentional to force students to pay more than what was advertised. They claim I had 23 days that I was enrolled in the school, but it doesn't take into consideration the week and a half where I was unable to contact my instructor or mentor (they were on 'vacation'), yet they still want to bill me. This school is a fraudulent organization that is focused on milking money out of their students and not providing a quality education. I will proceed with filing charges against them.
  

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

• Initial Complaint

  Date:08/01/2023

  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 utilized student loans for the semester tuition. I withdrew from the university and somehow accrued a residual balance after they returned the student loans. The withdrawal process wasn't even fully completed yet when I was alerted to a "past due" balance. I emailed to ask what the charge was for and why was it considered past due. I received an email that didn't explain why I had the residual balance so I replied and asked again. I received no response. I paid the balance out of fear it would ruin my credit but I feel this is a very predatory practice and would just like to warn future students of this issue. Maybe i can get an actual response as to why, what seems to be a miscalculation on their part, was added as a past due amount on my account. Judging from the reports here, I doubt I will get anything of substance from the organization. Terrible experience at the University followed up by having to pay for who knows what reason. Just glad to be away from them and mad at myself for wasting time and money on them.

  Business Response

  Date: 08/01/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from discussing details of a student's data in this public forum. When a student withdraws after receiving federal financial aid, WGU is required by the Department of Education to perform a "Return to Title IV" calculation which dictates how much financial aid must be returned to the lender. WGU also prorates the tuition charge for the term if the student has completed less than 60% of the term. After the tuition is prorated and the federal financial aid is returned (Department of Education requirement) a student may have a surplus or they may have a balance due. It all is dictated by the "Return to Title IV" calculation. A review of this student's account indicates that WGU handled the withdrawal calculation correctly. This student was given a detailed explanation of this in an email dated July 27, 2023. If they still have questions about that calculation, they need to contact WGU Financial Services.

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Still haven't received a detailed explanation for my questions. I had also requested more info through email and that was ignored. Happy to never have to deal with this again. 
  
  
  
  Sincerely,
  
  ****** *****
  

  Business Response

  Date: 08/02/2023

  The withdrawal balance calculation has been reviewed and found to be correct. This has been explained to this student more than once. We have asked a representative in WGU Financial Services to reach out to the student again to answer any questions.

• Initial Complaint

  Date:06/02/2023

  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 have been attending this university for almost over a year and a half. I was supposed. to graduate last August but because their *************************** could not respond or approve anything in a timely manner, my course work has been prolonged and I was scammed out of another semester that I had to pay out of pocket because conveniently I do not have enough credits that I need to take to be covered by financial aid. Their health placement department continued to drag their feet with their approvals process, telling me that they needed one more thing and when that was completed, then they needed something else, prolonging this approval process for months. Now that I've finally completed the class, they're refusing to grade my coursework because it does not meet their requirements. It just seems like they want to scam me again out of another semester of tuition which I will not pay. At this point I will look at another school and transfer. I will not file a grievance with the school, because that department is also comical to say the very least. I'll take legal action before I file another grievance.

  Business Response

  Date: 06/02/2023

  The Family Eduction Rights and Privacy Act (FERPA) prevents *** from addressing the specific points of this complaint. Several points of this complaint are untrue.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20133685
  
  I am rejecting this response because: there is nothing untrue about my complaint. And to respond so quickly to it mean that you have done nothing to investigate the matter. 
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 06/02/2023

  I would like my submitted paper graded as it meets the requirement for access to preventative health services. *** continues to hold my diploma hostage to scam me out of another term just looking for excuses not to pass me on this final class in order to extort more funds from me. 

  Business Response

  Date: 06/05/2023

  *** cannot resolve these issues in this public forum. This complainant should file a formal complaint with *** at *******************

• Initial Complaint

  Date:04/20/2023

  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.

  I am trying to withdraw from this school because I am no longer interested in an online school and have not had the best luck with mentors or the ******* exams (mentors missing phone calls, etc). I just want to withdraw, and my withdraw is being held hostage because my mentor is saying I need to contact them, and keep being ignored. I want my withdraw processed right now, and any refund owed to me returned. I am sick of these twisted games *** plays to try to make me stay enrolled.

  Business Response

  Date: 04/21/2023

  *** students have the option to take a break for a specified number of months, up to 5 months, without withdrawing. Under some circumstances, there are disadvantages to withdrawing, if a student intends to pick up again at a later date. Whenever a student requests to withdraw, the student's mentor is required to have a brief call with the student to see if a break would be more advantageous for them than a withdrawal. To complete the withdrawal process, all the student needs to do is have a very brief conversation with the mentor and confirm that withdrawal is what they want. When a withdrawal is processed, it is made effective the first date that the student requested withdrawal, so the time required to speak to the mentor does not incur any additional tuition costs. We understand if this student wants to withdraw but our policy is in place to prevent unintended consequences from harming the student. This student's withdrawal has now been submitted.

• Initial Complaint

  Date:04/17/2023

  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 have missed two deadlines to start classes with WGU because they still have not reviewed my transcripts. I emailed my admissions counselor weeks ago without a reply. Today, I called and spoke to a rude individual that was no help. He advised me today was the deadline to have all my ducks in a row to start May 1st classes, but, since my transcripts still have not been reviewed, I would have to wait until June 1st (yet another month) to start classes. None of this is my fault. My transcripts have been waiting to be reviewed. When I mentioned that I "may" have to find another school since it's taking so long, the man I spoke to simply said, "I'll cancel your file." What? I'll bet there are plenty of people who have taken their thousands of dollars elsewhere because of this unapologetic, molases way of doing business.

  Business Response

  Date: 04/18/2023

  WGU will happily investigate this situation if the prospective student will send contact [email protected] from their WGU email address. WGU cannot resolve issues like this through this public forum because of FERPA privacy restrictions.

• Initial Complaint

  Date:04/04/2023

  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.

  After finishing my minimum credits to be full-time under the post-9/11 ** Bill, I asked my mentor if he could withdraw me after the semester. However, *** withdrew me roughly 6 weeks before the end of the semester, causing a mass of financial issues for me. First, the VA asked for the *** money back and then *** asked for an extra tuition payment. After hours on the phone with their military, finance, and records department, they told me they couldn't do anything for me and that I had to pay the money back. Even though I completed my credit hours and specifically told my mentor to wait until after the semester ended, *** still forced me to pay extra money for tuition. As a veteran, I understand how the ** **** works and it makes no sense why I would withdraw early from a semester, knowing that I get paid an *** and would have to pay it back if I withdrew early. I tried to explain this to them several times, but they ignored the obvious. It seems like *** is just out to steal veterans' money and doesn't care about their financial well-being. Any veteran or student looking to go here, avoid it at all costs!

  Business Response

  Date: 04/05/2023

  The Family Educational Rights and Privacy Act prevents us from providing specific information about a student's academic history. However, we can state that this complainant is not being truthful about the details of his withdrawal. He should review the emails that he sent to his mentor, asking to be withdrawn. *** is sympathetic to the complainant's plight, however *** was not responsible for the impact of the student's withdrawal.

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service 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.

  *** has had my official transcripts since January and they still have not analyzed them to finalize my class schedule. This is ridiculous. I've waited nearly 6 months and if I have to push out my start date again due to someone not being able to review my transcripts, I will not be attending ***. In fact, I will do everything I can to deface ***. This is absolutely outrageous no one can simply review my transcripts. Very disappointed with my experience. My academic counselor is *********************** & unfortunately these last couple of months he has become near impossible to get to return a call or update me on the status of my transcripts. I do not care if *** is overworked - that is not my problem or my concern. My only concern is getting in and out with an education.

  Business Response

  Date: 03/28/2023

  *** has researched and confirmed this complainant's concern. The ********************* expressed their apology concerning the lack of communication from the particular enrollment counselor. *** will take appropriate action. A newly-assigned enrollment counselor will be in touch with the complainant this week. It also appears that the issue delaying the evaluation of complainant's transcript has been corrected and that evaluation should be forthcoming in the next few business days. *** enrolls over ****** new students each month. In this process, occasionally mistakes and errors will occur. *** owns these mistakes and sincerely apologizes to this complainant for the missteps in enrollment.

• Initial Complaint

  Date:02/23/2023

  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.

  After graduating from *** almost a year ago, *** is now trying to collect over $1000 dollars from me. They gave me only 14 days to provide they money, however they have not sent me an actual bill showing where all the money paid in the previous years went and how I owe them more money. After asking several times for a clear and concise bill, they continue to send a convoluted excel spread sheet with a bunch of numbers on it that does not make any sense. I have requested *** send me a hard copy of the bill and have received no response. I have attempted to call them and have received no response. Their book keeping appears to be sketchy at best, and predatory of disabled veterans that are using government funding to pay for their education. In my account on their website, there is a section dedicated to financial summaries of my account. All of it is blank. There is no record of previous payments or bills. They have decided to charge me money, last minute, almost a year later and appear to not have an actual record of what I owe.

  Business Response

  Date: 02/23/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing in this public forum any details of this student's accounts at *** or correspondence concerning their balance. *** welcomes the opportunity to assist the student to understand their account balance. This will be handled through ***'s Student Complaint and Grievance Policy. Student is urged to send a detailed email to ****************** to begin that review.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19455773
  
  I am rejecting this response because: I have attempted to contact *** to no avail. *** needs to contact me. I am also going to file a complaint with the **** *************** Education. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/24/2023

  This complainant has posted incorrect information in this BBB complaint. *** has informed the student, very clearly, why they have a balance. Student has been provided with a detailed record of their entire student account. Student has been contacted numerous times by ***. The information he has been provided concerning his student account balance has be reviewed and verified. Unpaid student accounts are referred to an outside collection agency. Student is urged to make payment arrangements to avoid this process.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19455773
  
  I am rejecting this response because:
  You have failed to provide me with a detailed bill. First you claim you cannot post account information on a public forum, then you provide a different response. I have tried to contact you today regarding this matter, to no avail. I have the phone recordings. You have also failed to provide me a paper copy of my bill, as requested. All of this is going to the state in a complaint. Because federal funding was used, I am also going to file a complaint with the federal government. Any information sent to a credit agency will be disputed. I strongly suggest you contact me and provide me with what I am asking for. And again, *** has predatory practices towards disabled veterans.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/17/2023

  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.

  In Fall 2022 I began seeking information from *** about their **************** programs. At the time I was already a licensed/certified teacher however my endorsement was only in ****************** I was desiring to add an endorsement for ***************************** In speaking at length with enrollment counselors and explaining my situation I was informed that I should pursue the Masters of Elementary Mathematics as it was not a licensing program (since I am already licensed) but would fulfill the elementary education endorsement area. I spent a year completing the program. Upon applying to ******** Office of the Superintendent of Public Instruction to add the general education endorsement *** tells me that the program I completed does not fulfill that. Despite the fact that it was their enrollment coaches who led me to this program. As such it appears that I was lied to in order to gain my enrollment to a program that I then wasted a year as well as the financial cost that gets me nowhere near my need for elementary education endorsement. I have requested the recorded (quality assurance) phone calls from the enrollment coaches but have not heard back yet. I would like *** to follow through on what they assured me in order to gain my enrollment.

  Business Response

  Date: 01/18/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from providing information concerning this complainant's program at *** in this public forum. The complainant has also filed a formal complaint within ***, and *** will work to provide the student the support necessary to resolve her situation.

• Initial Complaint

  Date:01/09/2023

  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 signed up to attend Western Governors University in November 2022. I started classes December 1 of 2022. During the first semester. I realize that the school was just not for me. They would grade a certain way that I just didn’t agree with your work would go through the hands of multiple people before it was graded correctly and if it was failed with him three times you would be kicked out of the class and have to re-pay for it. I decided this isn’t the school for me and I withdrew on December 9. Now I am seeking a refund for the nine days that I attended school iPad a total of $1229 and received a refund of 373 for nine days of class or online class. Now I’m asking for a complete breakdown of what I was charged and no one will supply me with that but they’re charging me 305 for nine days of class. The school needs to be looked into by someone who looks into schools I wish I had more information on that because I would report them.

  Business Response

  Date: 01/09/2023

  This complainant's tuition and fees were handled in complete agreement with WGU published policy and in complete agreement with information published on www.wgu.edu. Complainant has been advised of this.

  Business Response

  Date: 01/10/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from discussing details of a student's billing in this public forum. This complainant's billing account has been reviewed and found to be correct and in compliance with WGU's published rates and policies. 

  Customer Answer

  Date: 01/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It’s all lies 
  
  Sincerely,
  
  ******** *******