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Devry Education Group, Inc

Additional Locations

Phone: (630) 353-7004 Fax: (630) 574-1991 View Additional Phone Numbers 3005 Highland Pkwy 7th Floor, Downers Grove, IL 60515 http://www.devryeducationgroup.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Devry Education Group, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Devry Education Group, Inc include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 138 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

138 complaints closed with BBB in last 3 years | 39 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 50
Billing/Collection Issues 25
Delivery Issues 17
Guarantee/Warranty Issues 3
Problems with Product/Service 43
Total Closed Complaints 138

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Devry Education Group, Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

BBB file opened: January 01, 1945 Business started: 01/01/1931 Business started locally: 01/01/1931 Business incorporated 08/03/1987 in DE
Type of Entity

Corporation

Business Management
Mr. G Davis, Ombudsman Ms. Patricia Duncan, Dir - Regulatory Compliance Mr. John Kroen, Chief Security Officer Mr. Bob Niersbach, Manager - Corporate Communications Mr. David Pauldine, President Ms. Donna Shaults, Director of Public Relations
Contact Information
Principal: Mr. G Davis, Ombudsman
Business Category

Schools - Academic - Colleges & Universities Schools - Business & Vocational Colleges, Universities, and Professional Schools (NAICS: 611310)

Alternate Business Names
DeVry University

Customer Review Rating plus BBB Rating Summary

Devry Education Group, Inc has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1051 Perimeter Dr.
    9th Fl.

    Schaumburg, IL 60173

  • 1075 Tri State Pkwy Ste 800

    Gurnee, IL 60031 (847) 855-2649

  • 1221 N. Swift Rd

    Addison, IL 60101

  • 18624 West Creek Dr

    Tinley Park, IL 60477 (708) 342-3300

  • 2056 Westings Ave.
    Ste 40

    Naperville, IL 60563 (630) 428-9086

  • 225 W. Washington St.
    Suite 100

    Chicago, IL 60606

  • 2250 Point Blvd Ste 250

    Elgin, IL 60123 (847) 649-3980

  • 25 Tri-State International Ctr.
    Suite 130

    Lincolnshire, IL 60069

  • 3005 Highland Pkwy 7th Floor

    Downers Grove, IL 60515

  • 3005 Highland Pkwy Ste 100

    Downers Grove, IL 60515 (630) 571-1818

  • 3300 N. Campbell Ave

    Chicago, IL 60618 (773) 929-8500

  • 385 Airport Rd.

    Elgin, IL 60123

  • 8501 W. Higgins Rd.
    Suite 410

    Chicago, IL 60631

  • 8550 W Bryn Mawr Ave Ste 450

    Chicago, IL 60631 (773) 695-1000

  • All Locations

    Oakbrook Terrace, IL 60181

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/16/2016 Billing/Collection Issues | Complaint Details Unavailable
8/11/2016 Problems with Product/Service
7/21/2016 Problems with Product/Service
7/13/2016 Advertising/Sales Issues | Complaint Details Unavailable
7/5/2016 Billing/Collection Issues
7/1/2016 Problems with Product/Service
6/30/2016 Problems with Product/Service | Complaint Details Unavailable
6/27/2016 Billing/Collection Issues | Complaint Details Unavailable
6/17/2016 Problems with Product/Service
6/16/2016 Problems with Product/Service
6/14/2016 Delivery Issues
5/26/2016 Problems with Product/Service | Complaint Details Unavailable
5/9/2016 Delivery Issues | Complaint Details Unavailable
4/23/2016 Billing/Collection Issues | Complaint Details Unavailable
4/15/2016 Billing/Collection Issues | Complaint Details Unavailable
3/16/2016 Problems with Product/Service | Complaint Details Unavailable
3/15/2016 Advertising/Sales Issues | Complaint Details Unavailable
3/5/2016 Billing/Collection Issues | Complaint Details Unavailable
2/28/2016 Billing/Collection Issues | Complaint Details Unavailable
2/21/2016 Billing/Collection Issues | Complaint Details Unavailable
2/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/21/2016 Billing/Collection Issues | Complaint Details Unavailable
1/8/2016 Billing/Collection Issues | Complaint Details Unavailable
12/29/2015 Problems with Product/Service
12/23/2015 Problems with Product/Service | Complaint Details Unavailable
12/20/2015 Delivery Issues | Complaint Details Unavailable
12/16/2015 Problems with Product/Service
11/15/2015 Advertising/Sales Issues | Complaint Details Unavailable
11/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Customer's Statement of the Problem: I attended ****** ******* in 1997-1998 which is now Carrington College I recently contacted Carrington college to enroll in a new program with them after completeing the enrollment process i was advised my finanical Aid at carrington that i would not be able to enroll because i have a balance of $260.00 form 1998 when i attended ****** ******* and that the balance had been written off and sent to collections. my issue is this debt they claim i owe is over 17 years old and that i graduated the program in 1998 and recieved a diploma which had i had this balance at that time i would not have been given a diploma. I feel that this debt is not valid and is beyond timely collection laws. i contacted carrington college spoke with ******** ******* who was no help in geeting a resolution he refussed to put me in contact with his superior stating there wasnt anyone over him. i attempted also to contact the president of carrington college *** **** ***** with no success. please help me with this issue Product/Service: education Purchase Date: 9/16/1998 Problem Occurred: 9/9/2015 Model: Account Number: Order Number: Talked to Company: 9/10/2015 Talked to Company (2nd): 9/15/2015 Purchase Price: $6117.08 Disputed Amount: $260.00

Desired Settlement: i want this debt to be wiped clean and to be allowed to start my course i was set to start in on 9/21/2015

Business Response: October 27, 2015

RE: ******* ******
BBB Case # ********

This letter is in response to *** ******** complaint to the Better Business Bureau concerning Apollo College now Carrington College ("Carrington") a division of DeVry Education Group ("DVG") received on October 15, 2015. DVG takes student complaints very seriously. Thus, upon receipt of the complaint, it was requested that the DVG's Office of Ombudsman investigate *** ******** concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization.


DVG understands the student's concerns to be:

*** ******, upon attempting to enroll at Carrington, was informed that she had an outstanding balance from Apollo College (1998) that had been sent to collections, and she believes this is inaccurate and outside the reasonable time frame for collections.
The Carrington representative *** ****** spoke to did not escalate her concerns and after contacting the President of Carrington still did not receive a response.

DVG understands the student's resolution to be:

*** ****** would like the debt removed from her account and would like to then be able to complete her enrollment and attend classes at Carrington.
Set forth below is an explanation of our findings based on our understanding of *** ******** concerns and requested resolution.

I Balance and Enrollment

*** ****** attended Apollo College (Carrington) starting in 1997 and at that time had acquired a debt on her student account. In 1999 the debt was marked as "do not collect" by a Regional Campus Operations Director. This adjustment to her account meant that *** ****** would not be required to pay the $260.00 dollars. She does not show as owing a balance on her student account. We are not certain where *** ****** obtained information that it was in fact owed and would welcome the opportunity to review any documentation from her relating to this matter.

*** ****** was recently admitted On September 21, 2015 into the Carrington online program in conditional status. As long as she meets standards for the admission she may continue her studies and matriculation into the Medical billing and Coding program. *** ****** may review the catalog on page 81 to read the conditions and policies in full.


II Customer Service

In regards to *** ******** Student Services experience, Carrington took remedial steps to address the situation. Carrington's obligation was two-fold: (1) to respond as an education provider and (2) to respond as an employer. In your case, these obligations intersected, but they are also mutually exclusive. As a private employer, we are obligated to take appropriate steps to remedy colleague behavior with which we are not satisfied; however, the specific actions we take with regard to our colleagues must remain confidential.



III. Summary of Findings

The balance on *** ******** account was written off in 1999 and is therefore not the responsibility of the student. She has been able to enroll in Carrington's online conditional program on September 21, 2015 and as long as she meets standards as outlined in the catalog she may continue in the program.

We trust this letter satisfactorily addresses *** ******** concerns.
Sincerely,

******* *******
Senior Associate, Ombudsman Office
***********************

(Butler, LaTanya 10-27-15.pdf)

11/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Please refer to your previous correspondence included below. Devry University continues to maintain I carried a balance when I completed their program in June 2012. In the last 3 years this has affected my credit report in a very negative way not to mention it has prevented me from furthering my education. I am currently unable to pursue my master's degree on the kind of Devry refusing to release my transcripts to the other Institution. Devry also claims to have never been contacted by the BBB. I have tried many other recourses and remain unsuccessful. I am hopeful the BBB can finally bring this matter to a close. ******** *******Complaint ID#: ********Business Name: DeVry UniversityBBB has made several attempts to contact the business regarding the above referenced complaint. We regret to inform you that we have not received a response from the company. BBB develops and maintains Reliability Reports on companies in our service area. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the company's failure to promptly give attention to the matter will be reflected in the report we give to consumers about them.If the company has contacted you in the interim, please notify BBB immediately.If you wish to take your complaint further, you may want to try contacting the Division of Consumer services at 1-850-922-2966 or their website at www.800helpfla.com. You can also try the Attorney General at 1-850-414-3990 or their website www.myfloridalegal.com. We apologize that we could not help you further in your matter.Sincerely,Customer Service Department

Desired Settlement: DesiredSettlementID: Billing Adjustment I am requesting ( once again) Devry University provides me with a detailed explanation for this balance. I previously submitted this request baComplaint ID#: ********Business Name: DeVry UniversityBBB has made several attempts to contact the business regarding the above referenced complaint. We regret to inform you that we have not received a response from the company. BBB develops and maintains Reliability Reports on companies in our service area. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the company's failure to promptly give attention to the matter will be reflected in the report we give to consumers about them.If the company has contacted you in the interim, please notify BBB immediately.If you wish to take your complaint further, you may want to try contacting the Division of Consumer services at 1-850-922-2966 or their website at www.800helpfla.com. You can also try the Attorney General at 1-850-

Business Response: October 12, 2015

RE: ****** *******
BBB Case # ********


This letter is in response to *** ********* complaint to the Better Business Bureau on September 28, 2015. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon receipt of the complaint, it was requested that the DVG's Office of Ombudsman investigate *** ********* concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization.


DVG understands the student's concerns to be:

A balance on his student finance account that has negatively affected his credit report
He was unable to receive a transcript from DeVry as a result of this balance to pursue his master's degree

DVG understands the student's resolution to be:

A recalculation and detailed explanation of his student account balance
Set forth below is an explanation of our findings based on our understanding of *** *******'s concerns and requested resolution.

I. Balance

*** ******* attended DeVry University from Summer of 2010- Spring of 2012 and was awarded his Bachelor of Science in Technical Management (BTHM) degree June 24, 2012. While in attendance, DeVry records indicate *** ******* used the GI Bill (r) benefits along with Federal Direct subsidized and unsubsidized loans.

A large portion of the balance which remains on *** *******'s student account originates from two circumstances. The first contributing factor was a credit balance from a large Chapter 33 VA payment in the amount of $3705 for the Fall 2011 term that was refunded to the student by DeVry via check on June 18, 2013. *** ******* was not entitled to the full amount as the VA later reduced his payment as he reached the cap amount he was allowed to utilize that fiscal period. These funds posted as a single large VA payment (the way it was received by the VA) instead of multiple smaller payments split between different terms. As the VA allocated it as a single payment it was subsequently refunded based on the single payment. DeVry's VA Finance Team called and requested a detailed breakdown and explanation of the large payment from the VA which they were not able to obtain. The payment was originally posted to Spring of 2012, all refunds for this term were sent to *** ******* to zero out this term and then it was subsequently switched from that term to the Fall of 2011 term, causing a large balance for the Spring 2012 term and a $3705 credit for Fall 2011 which subsequently was then provided directly to *** *******.

The second contributing factor to the balance on *** *******'s student account originates from the certification process and the accounting of his funding cap. *** *******'s Yellow Ribbon (YR) benefit was not processed for the Spring 2012 sessions. The DeVry VA Finance Team has contacted and obtained the appropriate Yellow Ribbon funding from the Spring 2012 sessions once an audit had been completed and the error located in the amount of $2585.50 in YR. DeVry is a participating school in the Yellow Ribbon program and as such will match the contribution in the amount of $2585.50 for a total of $5171.00 that will be credited to *** *******'s outstanding debt. These expected funds posted October 6, 2015 and has reduced *** *******'s student account balance to $1,129.24.


II. Resolution

As an offer of good faith DeVry will satisfy the balance of $1,129.24 from *** *******'s DeVry Student Account. To accept this offer, *** ******* will need to contact the undersigned to receive, review and complete a settlement agreement. This action will bring *** *******'s remaining DeVry student account balance to zero.


III. Transcripts

DeVry's Academic Catalog states that no transcripts will be provided until all financial obligations have been fulfilled. In accordance with the aforementioned policy, DeVry will release the transcripts once *** ******* has agreed to the terms in the settlement agreement subsequently bringing his student account balance to zero and removing the hold.



III. Summary of Findings

The balance on *** *******'s account originated from a refund he was not fully eligible to receive as well as the late processing of Yellow Ribbon funding for the Spring 2012 sessions. DeVry in good faith is offering to bring *** *******'s student account balance to zero. To accept this offer, *** ******* will need to contact the undersigned to receive, review and complete a settlement agreement.

We trust this letter satisfactorily addresses *** *******'s concerns and we greatly appreciate his service.


Sincerely,

******* *******
Senior Associate, Ombudsman Office
***********************

******** ****** 10-12-15.pdf)

Business Response: October 28, 2015

RE: ****** *******
BBB Case # ********


This letter is in response to *** ********* rebuttal to his complaint to the Better Business Bureau on October 22, 2015


DVG understands the student's concerns to be:

*** ******* agrees his concerns have been satisfactorily addressed by DeVry, but the resolution is taking longer than he would like to execute.

DVG understands the student's resolution to be:

An immediate processing of *** ********* account

Set forth below is an explanation of our findings based on our understanding of *** ********* concerns and requested resolution.

I. Account Processing

*** ******* has agreed to work with DeVry to address his concerns and has stated he is satisfied with the response provided to him by the Office of Ombudsman dated October 12, 2015. DeVry received *** ********* signed settlement agreement on October 13, 2015. *** ******* will need to allow for approximately 15 business days for execution of the agreed upon resolution, outlined in the settlement agreement.

II. Summary of Findings

*** ******* is to work directly with the undersigned if he has questions or needs further assistance. Once the agreed upon resolution goes through the process and a zero ($0) balance has been brought to *** ********* student account, he may then request for his official transcripts. Mr. Frances Tous will assist *** ******* when his student account has been updated and provide a transcript request form for his use to obtain transcripts. He may be contacted at
****************



We trust this letter satisfactorily addresses *** ********* concerns and we greatly appreciate his service.


Sincerely,

******* *******
Senior Associate, Ombudsman Office
kandrews@devrygroup.com

******** ******.pdf)

Consumer Response:
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,

Pascal Brierre

10/23/2015 Advertising/Sales Issues
10/5/2015 Advertising/Sales Issues
9/23/2015 Advertising/Sales Issues
9/14/2015 Advertising/Sales Issues
9/11/2015 Advertising/Sales Issues
9/7/2015 Advertising/Sales Issues
9/7/2015 Advertising/Sales Issues
9/7/2015 Problems with Product/Service
8/31/2015 Billing/Collection Issues
8/24/2015 Advertising/Sales Issues
8/17/2015 Problems with Product/Service
8/14/2015 Problems with Product/Service
7/27/2015 Advertising/Sales Issues
7/17/2015 Advertising/Sales Issues
7/14/2015 Advertising/Sales Issues
7/9/2015 Billing/Collection Issues
7/7/2015 Advertising/Sales Issues
6/30/2015 Billing/Collection Issues
6/29/2015 Advertising/Sales Issues
6/23/2015 Problems with Product/Service
6/1/2015 Advertising/Sales Issues
5/22/2015 Advertising/Sales Issues
5/15/2015 Problems with Product/Service
5/8/2015 Problems with Product/Service
4/28/2015 Problems with Product/Service
4/7/2015 Advertising/Sales Issues
4/6/2015 Problems with Product/Service
3/31/2015 Delivery Issues
3/27/2015 Advertising/Sales Issues
3/24/2015 Delivery Issues
3/23/2015 Advertising/Sales Issues
3/10/2015 Problems with Product/Service
3/3/2015 Billing/Collection Issues
2/23/2015 Problems with Product/Service
2/9/2015 Problems with Product/Service
1/19/2015 Advertising/Sales Issues
1/16/2015 Advertising/Sales Issues
12/11/2014 Advertising/Sales Issues
11/26/2014 Problems with Product/Service
11/17/2014 Problems with Product/Service
11/10/2014 Problems with Product/Service
11/7/2014 Billing/Collection Issues
10/6/2014 Delivery Issues
9/29/2014 Advertising/Sales Issues
9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DeVry keeps screwing over the student, making you re-take classes you've taken wasting money, cancelling classes, dropping you from classes messing you up. Should have only 1 course left, tried to take they dropped it and not listening to one course i already TOOK and i don't need. They're also bad in customer service because they expect a student to pay $1000+ per payment when they themselves won't help you find a job which was one of their selling points to going to DeVry.

Desired Settlement: Putting account active and in Deferment status whilst helping me seek a IT/Technology job and get degree settled so I can achieve my degree finally after 8 years which is ridiculous for a school.

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ see attached Initial Consumer Rebuttal /* (3000, 7, 2014/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is wrong in many ways, for one, i didnt start with an Associate's in 2006, i was in the bachelor's program which when degrees merged i got screwed up in the mess and made it harder for me(your fault for not communicating) Also I want a deferrment on my DEVRY balance not talking about private/DoE loans. Finally, I dont need to have the stupid proficiency test because you screwed up my classes, if u look Electronic Systems I w/ Lab(which is primarily DC Circuitry) should be replaced with EET109(Same courseload) Electronic Systems II replaced with EET124 (AC Circuitry) and Electronic Systems III replaced with EET239 (Devices) and I have the new book to Confirm that, stop screwing my classes up. All i need is the 1 credit course and stop holding my degree hostage over money. Also I have spoken to career center and tried to get job, all they did is fix resume(which is good) but they just say oh just look at the job board urself, theyre supposed to HELP u along the way on the job search not ditch you alone. Once that is fixed, I am ABLE to finish that 1 credit successfully, Career services helps me 1 on 1 Getting a job, then the balance that is DEFERRED will be paid off, thats a fair resolution. Final Business Response /* (4000, 9, 2014/09/12) */ See attached rebuttal response Final Consumer Response /* (4200, 11, 2014/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, please stop the robotic answers and speak with me thru BBB like a human being and be reasonable and helpful. You are still incorrect in which it DID merge and switch over or whatever happened that screwed me over to make it something I did not want. Also I want a deferrment on my DEVRY balance not talking about private/DoE loans. Finally, I dont need to have the stupid proficiency test because you screwed up my classes, if u look Electronic Systems I w/ Lab(which is primarily DC Circuitry) should be replaced with EET109(Same courseload) Electronic Systems II replaced with EET124 (AC Circuitry) and Electronic Systems III replaced with EET239 (Devices) and I have the new book to Confirm that, stop screwing my classes up. All i need is the 1 credit course and stop holding my degree hostage over money. Also I have spoken to career center and tried to get job, all they did is fix resume(which is good) but they just say oh just look at the job board urself, theyre supposed to HELP u along the way on the job search not ditch you alone. Once that is fixed, I am ABLE to finish that 1 credit successfully, Career services helps me 1 on 1 Getting a job, then the balance that is DEFERRED will be paid off, thats a fair resolution. Read what is said and please accomodate my requests so I can get my degree and you can get the money as I am making it making payments. Be reasonable, helpful, and get me the degree and out on the job force so the balance be paid fast because at this time the reputation of DeVry is down and maybe this is why you have a poorly low graduation rate because of this done to students, economy is bad thats why degrees are needed.

9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I withdrew from class and still charged $925 for tuition and student insurance. I'm a military veteran w disabilities. I already had insurance.

Desired Settlement: $925 or remove from credit reports

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ August 29, 2014 Re: BBB Case ******************** Please consider this DeVry Education Group's ("DVG") response to Mr.******* concerns filed with the Better Business Bureau on August 21, 2014. DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DeVry Group organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate his concerns. DVG understands Mr.******* concerns to be: I. He withdrew from class and was charged $925 for tuition and insurance; however, he should not have been charged for insurance because he already had it. DVG understands Mr.******* requested resolutions are: To resolve his account balance To have the negative marks removed from his credit report Set forth below is an explanation of our findings based on our understanding of Mr.******* concerns and requested resolution. I. Student health insurance requirement According to DeVry's policy, all DeVry onsite full-time students, those enrolled in twelve (12) or more credit hours per semester, must enroll annually in the student health insurance plan unless otherwise ensured (Exhibit A). Students who have their own insurance are responsible for completing an insurance waiver. II. Mr.******* enrollment in the Fall 2013 semester According to DeVry's record, On August 7, 2013, Mr.***** enrolled in five (5) classes for a total of fifteen (15) credit hours at the Phoenix, Arizona campus for the September 2013 (September 2, 2013 - October 27, 2013) and November 2013 sessions (October 28, 2013 - December 22, 2013): Session Enrolled Classes September 2013 COLL148 (3 credit hours) BUSN115 (3 credit hours) November 20113 COMP100 (2 credit hours) ENGL112 (4 credit hours) COMP129 (3 credit hours) On September 2, 2013, Mr.******* student account was charged $1680.00 for the September 2013 session registration fee, tuition and course materials (Exhibit B). Additionally, because he was enrolled full time and he had not provided DeVry with evidence of other insurance coverage, on September 10, 2011, his student account was charged for medical insurance in the amount of $808.00, increasing his student account balance to $2,488.00. III. Mr.******* withdrawal from the Fall 2013 semester DeVry's attendance policy states that students who never complete an academic event during the first two weeks of the session are dropped for non-attendance. Additionally, the policy states that students who participate in their course, but later do not attend/participate in the course(s) for any two weeks (not necessarily consecutive), are sent a dismissal letter and are administratively withdrawn from their course(s). DeVry has no record of Mr. **** participating in the BUSN115 course. As a result, on September 16, 2014, Mr.***** was dropped from the class and sent a notification letter. The following day, his student account was credited the full tuition cost ($750) and course material charge ($80) for the BUSN115 class. According to DeVry's records, Mr. **** participated in the COLL148 class on September 4, 2013; however, DeVry does not have record of him attending after that date. As a result, on September 12, 2013, DeVry issued Mr.***** a pending attendance dismissal notification letter and on September 18, 2012, DeVry issued him an attendance withdrawal letter for the COLL148 course (Exhibits C-D). In addition to the letters, a DeVry student success coach attempted to contact him, both via telephone and email, regarding his attendance on the following dates, but was unable to speak with him: o September 12, 2012 o September 13, 2012 o September 19, 2012 o September 24, 2012 DeVry's withdrawal policy states that tuition adjustments are completed based on the student's last date of attendance ("LDA") (Exhibit E). Based on Mr.******* LDA in COLL148 of September 4, 2013, DeVry processed his withdrawal for that class according to the week 1 provision in the policy. According to the enclosed itemized statement, his DeVry student account was credited for COLL148 at a 90 percent tuition adjustment ($642) and a course material fees adjustment ($50) equaling $692, reducing his student account balance to $966. 10 % of Tuition $108 Course Materials $ 30 Medical Insurance $808 Student Services Charge $ 20 Total $966 On October 18, 2013, a Post 9/11 Chapter 33 benefit payment of $63.77 was applied to his student account. After all appropriate adjustments were made, Mr.******* had a balance of $902.23 remaining on his DeVry student account. However, due to nonpayment, finance charges have accrued on Mr.******* account and his current balance is $925.22. III. Summary and proposed resolution DeVry has no record of receiving notice or documentation of Mr.******* individual insurance coverage and as a result, in accordance with the published policy, he was enrolled in and charged for DeVry's health insurance. DeVry finds that his outstanding student account balance is accurate. Nevertheless, DeVry recognizes that Mr.***** had limited participation in his course and did not utilize the health insurance. We are willing to write off his outstanding student account balance of $925.22 to resolve his complaint. DeVry will contact Mr.***** directly to provide the appropriate paperwork to accept or deny the offer. DVG trusts this letter satisfactorily addresses Mr.******* concerns. Please notify me if we can be of any further assistance. Sincerely, ************** Senior Associate, Office of Ombudsman

9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am enrolled in an MPA program with Keller Graduate School with at least 67% completed. Keller removed four D-Full time school deferments on my account dating out to 6/26/2016. On 7/9/14, Keller withdrew me from school even though I added two new classes to my degree plan before the July 4th holiday weekend. These two new courses had to be on my academic profile, yet the school reported to the Dept. of Education that I withdrew from school? This appears to be pure negligence on their part. In response to this error, the Dept. of Education issued a billing notice on 8/13/14 with a "Due Date" of 8/14/14. Coincidentally, I received this billing notice on Saturday, 8/16/14, which was already past due. Being past due can adversely damage my credit rating if left unattended. Therefore, Keller Graduate School's lack of attention-to-detail placed its student into a disadvantageous position. The normal student expects a reliable academic student registrar to effective work as an official records keeper while the student learns and grows.

Desired Settlement: Upgrade the University's records keeping policies so as to not interrupt the academic process.

Business Response: Initial Business Response /* (1000, 5, 2014/08/26) */ see attached response with supporting documentation

9/8/2014 Advertising/Sales Issues
9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: DeVry Student ID #DXXXXXXXX I signed up for online classes at DeVry in August 2013 and was a full time student for terms starting in September and November. At the time of enrollment I was told that DeVry required mandatory health insurance for all of its full time students. I voiced my concern with adding to my cost as I have limited income and can't afford too much out of pocket. I wasn't aware of the cost until it was tacked on to my bill just before starting and realized it was $800 for the school year and was a JUNK policy (didn't cover anything). When open enrollment for the ACA came around, I had to enroll in a family plan to cover myself and my husband. When contacting DeVry at the beginning of January to cancel the insurance plan I was shuffled from person to person to person. No one could help. At one point I was even told that this insurance was required by law. I was then told that I had to take this up with United Healthcare. Imagine my surprise when I called United Healthcare only to be told that this policy was not cancellable and I had to take this issue up with DeVry. As someone who has worked with insurance for most of my career I have never heard of a policy not being able to be cancelled due to a life change. And after discussing this issue with insurance specialists I found that there is a disclosure written into the ACA that states that these JUNK plans must allow for cancellation during ACA open enrollment. I went back to DeVry, only to be shuffled around again, and finally spoke to and have an email trail with ************** where she never heard back from her manager about my situation and then I was supposed to speak with************* (who called me once and then never returned my return calls). I told Miriam that I would not be returning to DeVry until this was resolved. On January 23 (shortly after the emails with******** I received an email stating that my account balance had been resolved and all holds on my account removed. What I thought was DeVry handling this situation was then a case of "bait and switch" because just a couple days later I got an email stating that I had been set up for a payment plan for the $475. At no point did I authorize this and I had been trying (unsuccessfully) to speak with someone, anyone to get this resolved. I will now admit some blame because at this point I was exasperated with these dealings and just gave up. I still want to, actually need to, go back to school and with the new financial aid restrictions, without my DeVry transcripts I cannot get financial aid. So on Tuesday, July 29, I called the primary 800 number and began, yet another, infuriating round of phone calls to try to get this resolved. I was transferred from the primary number to the Orlando campus after over 30 minutes on hold. I spoke with ******** at the Orlando campus and she wanted a financial advisor to review my account. I went back on hold for another 10 minutes. She came back and asked for my return phone number as she would have someone return my call that evening or on Wednesday. (Nearly an hour on the phone telling my story to 3 different people) Needless to say, I never heard from a financial advisor on Tuesday evening or Wednesday. I called the primary 800 number again on Thursday, went through all the information again with another rep (no name given), was sent to yet another rep (**********), and another (********). After talking to ******** I was supposed to get another call. (1+ hours on the phone) At 3:30 on Friday August 1 someone called my home from DeVry. My husband didn't get her name, but gave her my cell which she said she would call promptly. She didn't. I tried again this evening and sat on hold (20 minutes) to only be told that everyone had left for the day. Can I please get some help with getting this resolved. I need my transcripts and need assistance and it's obvious that helping me is at the bottom at anyone's priorities.

Desired Settlement: Remove the $475 charge for unethical practices regarding insurance and immediately forward transcripts.

Business Response: Initial Business Response /* (1000, 6, 2014/08/24) */ August 24, 2014 Re: ************************* Dear Better Business Bureau, Please consider this DeVry Education Group's ("DVG") response to Ms.******** letter to the Better Business Bureau dated August 1, 2014 regarding her concerns about DeVry University ("DeVry"). DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG organization. Thus, upon receipt of your request, DVG's Ombudsman was engaged to investigate Ms.******** concerns. DVG understands the student's concern to be as follows: 1. She was not allowed to cancel her student health insurance plan through DeVry. 2. Her plan was substandard and should have been canceled based on the guidelines of the Affordable Care Act. 3. She was told that her account had been resolved, but was instead put into a payment plan she did not authorize. 4. When she tried to contact the Orlando campus about this issue, she did not receive a prompt return call. DVG understands the student's requested resolution to be: Reimbursement of the balance of $475 she paid to DeVry to release her transcripts. Set forth below is an explanation of our findings based on our understanding of the student's concerns and requested resolution. I. Student Health Insurance The DeVry student handbook states the following with regard to student health insurance: Every full-time onsite undergraduate student is required to maintain health insurance. Full-time students (those enrolled in 12 or more credit hours per semester/student-centric period) must update their insurance information every June. Insurance premiums change every July. Individuals who became full time students in the fall or spring semesters must be sure to enroll. Students enrolled in six through 11 credit hours per semester/student-centric period are considered part time and have the option to enroll in the insurance plan offered by the University. However, students enrolled in fewer than six credit hours are ineligible for DeVry University's health insurance plan. Full-time students who have their own insurance must complete an insurance waiver card, which is available online at uhcsr.com/devry. During the fall 2013 term, Ms.****** was enrolled at DeVry full-time and was thus required to maintain health insurance. As stated above, although health insurance coverage is a condition of enrollment at DeVry University, a student may complete a waiver form at registration if they already have their own health policy or are covered as a dependent on a parent or spouse's policy. According to DeVry records, Ms.****** voluntarily enrolled in the DeVry student insurance plan on August 30, 2013 (Exhibit A). The plan she signed states that the coverage period for the plan was August 29, 2013 through July 7, 2014. The plan also states that by submitting the insurance application and enrolling in the insurance plan the student acknowledges the following: 1) he/she has carefully read the brochure and elects to enroll as indicated on this application; 2) he/she meets the eligibility requirements for the plan selected; and 3) that premium will be refunded only if it is later determined that the student is not eligible or upon entrance into the armed forces. Ms.****** was not determined to be ineligible for the student insurance plan and did not enter the armed forces, thus she was bound to the terms of the insurance application she signed and based on those terms she is not eligible for a refund of her student insurance premium . II. Affordable Care Act According to her complaint, Ms.****** enrolled in a new health insurance plan in January 2014 and desired to cancel her DeVry student insurance plan. However, as previously stated, enrollment in an outside plan during the coverage period of her student insurance plan was not a valid condition for cancellation of her student insurance plan. If Ms.****** believes that her DeVry insurance plan was substandard according to the Affordable Care Act and provides further information to substantiate the specific provisions of the plan that are substandard, DeVry can investigate further. III. Payment Plan According to DeVry records, Ms.****** received the following communication on January 23, 2014: Your student account at DeVry University or its Keller Graduate School of Management is no longer past due. As a result, the Registration Hold that was placed on your account has been removed. This communication did not state that Ms.****** no longer had a balance. Additionally, DeVry sent monthly statements to Ms.****** via email to notify her that there was still a balance on her student account on January 30, 2014 (one week after the January 23 communication), March 13, 2014, March 28, 2014, April 29, 2014, May 30, 2014, and June 27, 2014. IV. Student Service DeVry regrets that Ms.****** did not receive the student service level she expected when she contacted her campus to inquire about cancellation of her student health insurance. According to our records, a student finance representative did attempt to contact her via phone on July 31, 2014 and August 1, 2014 but were unable to reach her. V. Summary Based on the above, Ms.****** voluntarily enrolled in her DeVry student insurance plan. The plan allows for cancellation and refund of the premium only under specific circumstances that Ms.****** did not meet. If Ms.****** feels that a specific provision of her health care plan is substandard based on the Affordable Care Act guidelines, DeVry would further investigate her concerns. However, based on the information provided, Ms.****** was bound to the terms of the insurance application she signed in August 2013 and is not eligible for a refund based on the criteria outlined in her student insurance plan. We trust this letter satisfactorily addresses your concerns. Sincerely, **************** Senior Associate, Office of Ombudsman ***************************

8/29/2014 Advertising/Sales Issues
8/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: The entire time I attended DeVry University online, they constantly had my account wrong and I spent hours on end every session on the phone trying to straighten it out. After they kept withdrawing money from my GI Bill benefits with out my permission I finally had enough. I had plans to pass my GI Bill benefits on to my daughter and they ruined that. I withdrew from my last class before the session started and DeVry is trying to say it was 6 weeks after the session started. That means I had to pay for that session. I specifically remember asking if I could withdraw with penalties and I was told when I withdrew to "not log in to my class and I would not be charged for that session". Somehow I owe the VA, Tuition Assistance, and DeVry almost $2500. There is no reason for this. DeVry University Finance Department constantly made mistakes on my account and I had to spend several hours every session on the phone with them; holding their hand so they would get it right. Now I have collections agencies contacting me because DeVry charged too much money for classes that were withdrew from before the session started. These issues have provoked me into hiring a lawyer. If these issues are not resolved immediately I will spend more money than I owe taking this court to make sure that DeVry University never does this to a war veteran again! I have found hundreds of others, mostly veterans, that have the same complaints and I really want this to be heard. I apologize if this is hard to read but I am extremely upset. Thank you for your time.

Desired Settlement: As of now, all I request are my $1000 debt from Tuition Assistance, $900 for the VA, and $350 for DeVry be cleared; those are the debts caused by Devry. Nothing more, nothing less. If this dispute has to go ANY further, I will be seeking more money to cover lawyer fees, court costs, travel/work compensation, and to pay for credit recovery. Also, a public apology from DeVry University to all Veterans.

Business Response: Initial Business Response /* (1000, 8, 2014/08/14) */ August 14, 2014 Re:************************ Better Business Bureau Case#************** Please consider this DeVry Education Group's ("DVG") response to your letter on July 22, 2014 regarding the concerns of DeVry University ("DeVry") student, Ronald*****. DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr.******* concerns. DVG understands Mr.******* concerns to be: 1. He withdrew from his last class before the start of the session and was told that he would not be charged, but has now been told he attended until week six of the course. 2. DeVry withdrew money from his GI Bill without his permission. 3. He believes his student account is incorrect. DVG understands Mr.******* requested resolution to be: 1. To have his $1000 debt from tuition assistance, $900 to the VA, and $350 to DeVry be cleared. Set forth below is an explanation of the findings based on our understanding of Mr.******* allegations and requested resolution. I. September 2013 Withdrawal DeVry records indicate that Mr.***** called online student services to enroll in the September and November 2013 sessions. He was enrolled in ENGL112 for the September 2013 session and ENGL135 for the November 2013 session. On October 21, 2013, Mr.***** was notified by email of a pending attendance dismissal for seven consecutive calendar days of non-attendance in ENGL112 (Exhibit A). Mr.***** called online student services on October 22, 2013, however, he did not discuss the non-attendance in ENGL 112 matter; rather he requested to be dropped from ENGL135 in the next session (November 2013), which was set to begin on October 28, 2013. He was advised by online student services not to login to ENGL135 as it would indicate that he participated in the course and therefore could be charged for the course. During the call Mr.***** stated he did not want to speak to the student finance department. The request to drop ENGL135 was completed on October 23, 2013 and he was not charged for the course. On October 25, 2013, Mr.***** was notified by email that he was being withdrawn from ENGL112 (as notified by email on October 21st) due to non-attendance for 14 consecutive calendar days (Exhibit B). Mr.***** was withdrawn from ENGL112 and his last date of attendance was October 10, 2013, which was week six of the session (Exhibit C). Because of being withdrawn from the session, DeVry was required to return $592 in Pell Grant funds back to his lender. Additionally, $500 was required to be sent back to the VA and as outlined in Mr.******* Certificate of Eligibility he is personally responsible for all debts resulting from reductions or terminations of his enrollment. After the adjustments were made on his student account as a result of the withdrawal from course ENGL 112, a balance of $345 currently remains on Mr.******* student account. This balance is accurate. II. GI Bill According to the Certificate of Eligibility letter Mr.***** submitted to DeVry in August 2012, he was entitled to receive 50% of his Chapter 33 VA benefits payable under the Post-9/11 GI Bill. In addition to his Chapter 33 benefits, he received tuition assistance from the Army National Guard during his enrollment at DeVry. DeVry records indicate that on September 10, 2012, Mr.***** contacted the student finance department by phone and requested to not use his Chapter 33 benefits for the July and September 2012 sessions. On September 12, 2012, he again contacted the student finance department this time stating that he preferred to use his tuition assistance as well as his Chapter 33 benefits. However; he was concerned that his Chapter 33 benefits would be used toward his student account balance before the tuition assistance posted to his student account, which would cause an increase in the amount of Chapter 33 funds received. Mr.******* tuition assistance is considered Tuition Restricted Aid, whereby the VA requires DeVry to deduct the tuition assistance from the tuition and fees that DeVry reports to the VA and ensures that Mr.***** receives the Chapter 33 benefits that he is entitled to for the session. DeVry has no other record of Mr.***** requesting not to use his Chapter 33 benefits. III. Student Account Because Mr.***** used both tuition assistance and Chapter 33 benefits to pay for tuition, there were several adjustments made on his student account during his enrollment. The amount of Chapter 33 benefit for which Mr.***** was eligible to use, per enrollment period, was calculated in the following manner: (Tuition and fees minus TA payment multiplied by .50) DeVry was required by the VA to submit the gross tuition and fee amount with Mr.******* initial course certifications to the VA before his tuition assistance was confirmed for each session. During his enrollment, the tuition assistance payments were received after his VA certification had been submitted and Chapter 33 payments had already been received, causing an overpayment of Chapter 33 funds from the VA. As a result, DeVry had to update the enrollment certification to reflect receipt of tuition assistance funds and then the VA had to recalculate the payment for tuition/fees. The VA paid Chapter 33 benefits based on Mr.******* total tuition and fees instead of the total tuition and fees minus Mr.******* tuition assistance payment. Per federal regulations, DeVry was required to refund the VA for the overpayments of Chapter 33 tuition and fee benefits paid to DeVry regarding Mr.******* student account. The adjustments to Mr.******* student account were correct and were made in order to ensure compliance with the VA requirements to deduct tuition assistance from a student's tuition and fees that are reported to the VA. IV. Summary Based on the above, Mr.***** did attend class through week six of the September 2013 session before being administratively withdrawn due to attendance violations and currently has a balance of $345 on his student account due to this withdrawal. Records indicate that Mr.***** communicated to DeVry staff that he requested to receive his Chapter 33 benefits, along with tuition assistance from the Army National Guard. All adjustments made to Mr.******* student account were completed in order to ensure compliance on his student account. We trust this letter satisfactorily addresses Mr.******* concerns. Best Regards, ************** Senior Associate, Office of Ombudsman

8/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I'm currently in the process of enrolling at Columbus State Community College(CSCC). I sent DeVry a transcript request by mail on 7/5. On 7/25 I received a call from CSCC in informing me they still don't have my transcript. I'm attending a Registration Workshop on 7/28 and without a transcript I probably won't be able to register for classes.

Desired Settlement: An apology, an expedited transcript to Columbus State Community College, and they should contact Columbus State Community College explaining they made a mistake in not sending my transcript earlier.

Business Response: Initial Business Response /* (1000, 5, 2014/08/07) */ August 7, 2014 Re: *********************** Dear Better Business Bureau, Please consider this DeVry Education Group's ("DVG") response to Mr.******** letter to the Better Business Bureau dated July 28, 2014 regarding his concerns about DeVry University ("DeVry"). DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG organization. Thus, upon receipt of your request, DVG's Ombudsman was engaged to investigate your concerns. DVG understands the student's concern to be as follows: 1. He sent DeVry a transcript request via mail on July 5 and that request has yet to be fulfilled. DVG understands the student's requested resolution to be: He would like a transcript to be sent to Columbus State Community College, along with an apology and an explanation as to why the transcript was not sent earlier. Set forth below is an explanation of our findings based on our understanding of the student's concerns and requested resolution. I. Transcript Request DeVry students can sign in to their student portal at my.devry.edu and print a copy of their unofficial transcripts or complete a request for a copy of their official transcripts to be mailed to them or to a third party. On July 22, 2014, DeVry received a transcript request form from Mr. ***** via fax (Exhibit A). On July 26, 2014, DeVry received a request to process the transcript of Mr. ***** via the student portal. After conducting an investigation of Mr.******** concern, DeVry has not found any transcript request submitted via mail, fax, student portal, or by any other means prior to July 22, 2014 when we received the aforementioned faxed transcript request. On Wednesday, July 30, 2014, DeVry processed the transcript request it received via fax from Mr. ***** and sent it to Columbus State Community College (CSCC) via USPS mail. On Thursday, July 31, 2014 DeVry processed the transcript request it received via Mr.******** student portal and sent it to CSCC via USPS mail. DeVry spoke with the registrar office at CSCC on August 6, 2014 and they are in receipt of Mr.******** transcripts. As previously stated, DeVry has no record of receipt of a transcript request before July 22, 2014 when we received Mr.******** transcript request via fax. Once DeVry received Mr.******** transcript requests they were processed immediately and his transcripts were sent to CSCC. We trust this letter satisfactorily addresses your concerns. Sincerely, **************** Senior Associate, Office of Ombudsman fspraggins@devrygroup.com

8/18/2014 Delivery Issues
8/14/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: A couple of weeks ago I requested transcripts from DeVry University. In response, they placed my transcripts on hold and sent me an email stating that funds were returned on my behalf due to withdrawal without completion. I understand that this is the standard policy to return funds within 45 days from the time that the student has informed the Institution that they will withdraw from the program. The issue I have with this situation is that I have not attended DeVry University since July of 2012. At that time I had to withdraw in the beginning of the session due to my being in a major car accident that left me hospitalized (documentation available upon request). DeVry sent me a financial statement that says I owe the University $3,267.00 as of July 16, 2014. However, I have checked the National Student Loan Data Systems and saw that the loans in question has been paid off by Great Lakes; then, taken over and is currently in repayment to Sallie Mae (Supporting documents available upon request). My questions are: how do I owe DeVry when I haven't attended their Institution in about 2 years? When did the accumulation of this debt occur? How do I have an outstanding student loan bill from DeVry when my NSLDS specifically states that they were paid in full and I am currently in repayment to Sallie Mae? How and when did DeVry receive any allocated student loan funds on my behalf when I have not enrolled for classes nor attended their Institution in 2 years? Why is DeVry University just now returning funds to the U.S. Department of Education? Which is a violation of "Processing Aid and Managing Federal Student Aid Funds, and 34 CFR 668.164(g)(2).)". Please Note: I have not personally received a disbursement of ANY funds by DeVry University, nor was I asked if I wanted any funds to be returned to the Department of Education during the 2012 term.

Desired Settlement: I want my transcripts released (at no charge) and a retraction of statement of debt being owed to DeVry University.

Business Response: Initial Business Response /* (1000, 8, 2014/08/13) */ See attached response and supporting documents

8/12/2014 Advertising/Sales Issues
8/4/2014 Billing/Collection Issues
8/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I received a collection letter from Devry reminding me of an outstanding bal with no amount listed on it.I called because I had no memory of attending class there.I was told that I attended in 3/4/12 and withdrew shortly after.I have no knowledge of this.I have not received any bills, emails or phone calls in regards to a balance owed to Devry beore that letter I just received.I ws told by Student Finance that they have no idea why I did not receive any correspondence nor could he explain why it never went to ccollections.I have had the same email addresses,tel no and address without any change.I was told that they will send me an itemized statement of my supposed bill.I told them that I filed bankruptcy in Feb 2014 and that would have been included if I was notified by any means of a balance owed to them.

Desired Settlement: I want the bill wiped out and not put on my credit report or my attorneys cost to add Devry to my already filed and discharged bankruptcy filing.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ July 23, 2014 Re: *************** BBB Case ********** This letter is in response to Ms. ******** complaint to the Better Business Bureau on July 14, 2014. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon receipt of your complaint, it was requested that the DVG's Office of Ombudsman investigate your concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization. DVG understands Ms. ******** concerns to be as follows: 1. DeVry University ("DeVry") has sent me a billing notice of an outstanding unknown balance; however, I have no recollection of attending classes at DeVry. If I had known about the balance, I would have included in my February 2014 bankruptcy filing. DeVry Group understands the following to be Ms. ******** requested resolution for the above concerns: 1. Remove the debt or pay my attorney fees to add it to my bankruptcy filing. Set forth below is an explanation of our findings based on our understanding of Ms.********* allegations and requested resolution. I. Coursework and Attendance In January 2012, Ms.******** completed admissions documentation to attend DeVry (Exhibit A). Ms.******** registered for the spring 2012 semester which began February 27, 2012. for the following courses: March 2012: COLL 148--critical thinking and Problem Solving JADM100--Introduction to Criminal Justice May 2012 COMP 100--Computer Applications for Business with Lab ENGL 112--Composition DeVry has record that on February 28, 2012 Ms.******** attended the March 2012 courses (Exhibit B). Ms.******** received absence notices in both of these courses on March 12, 2012. Additionally, that same day Ms.******** contacted DeVry asking to withdraw from the March 2012 but to retain the enrolled May 2012 courses (Exhibit C). Ms.******** was advised that all her financial aid would stay on her account if she remained enrolled in the May 2012 courses. On April 30, 2012 the May 2012 session began and Ms.******** contacted DeVry to withdraw on May 2, 2012. Ms.******** had not attended the May 2012 courses so once she withdrew from the May 2012 session without attending, all her financial aid except $55 of Pell Grant was returned based on federal Return to Title IV calculations. Ms.******** was sent a refund check on March 31, 2012 as a result of a credit balance in the amount of $935 and on May 4, 2012 was issued a refund for $2364. This brings forth a total of $ 3,299 in refunds being issued to Ms.********. Additionally, she had a remaining balance of tuition and fees of $ 548 from the March 2012 withdrawal which is what comprises the balance of $3847 (Exhibit D). When Ms.******** interrupted her studies, she became ineligible for the refunds that were provided to her. With accumulated 2012 interest from non-payment the outstanding balance recently sent to Student Accounts Center for payment is $3,874.14. Ms. ******** account had not been pursued until recently due to additional registrations for July 2012 and September 2012 that were subsequently dropped due to no attendance. The additional enrollments without attendance caused her student finance account to not be reviewed for a second withdrawal and conversion over to the Student Account Center for collection proceedings. DeVry sincerely apologizes for the delay in actively pursuing the balance owed by Ms.********; however, no additional interest has been assessed due to the delay and Ms.******** was advised she would have a residual balance due if she did not remain enrolled in the May 2012 session. This balance on Ms.********* student account is accurate and due. If Ms.******** needs to discuss the payment plan she is currently set up on, she can contact ***************************** to discuss other payment arrangements. If Ms.******** moves to include it in her bankruptcy filing, she would have copies of the court paperwork sent to the same place: Student Account Center ************ Oakbrook, IL 60523 II. Summary Ms.******** enrolled and attended courses for Week 1 of the March 2012 session. Ms.******** has an outstanding balance due to tuition and fees incurred week 1 and refunds processed based on her spring 2012 enrollment. Ms.******** contacted DeVry March 17, 2012 regarding part of the balance listed where she was advised more adjustments would be taking place due to the withdrawal and that she should continue to review her account and speak with student finance. DVG review of the information shows that Ms.******** attended, the balance is accurate, and Ms.******** was aware her financial aid had not covered all her charges in 2012 Sincerely, ************ Senior Associate, Office of Ombudsman

7/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Devry University has repeatedly messed up the amount of money that is supposed to be returned to me every semester. I overpaid 500 dollars this semester and they issued me a refund of 449 dollars, and then put down for this same semester that I owe them an additional 263 dollars. This happens almost every semester. In addition to that, in November they grouped together all of my "debt" and forced me into a payment plan in which they greatly overcharged me. Even though that happened I paid off the balance in January of 2014 and they informed me that my balance was paid in full. Then somehow another charge for roughly 300 dollars was put on for the Summer semester of 2013. Devry has no explanation for the charges other than I owe them. I have been dealing with this issue since January 2012. There has only been 1 semester that my scholarship didn't pay in full and that was in the Spring of 2012. I made the payment with my credit card last year. Whatever system the student finance office is using is broken, and the people who work there don't look into the issue or escalate the issue they only say that I owe them money. Finally Devry draws my scholarship at different times, and constantly attempts to sell me loans while they know my tuition is going to get paid. I have asked them several times to go through the charges on my account and they never do.

Desired Settlement: I am asking for Devry to go through my entire account line for line. I want them to present either an amount owed that logically makes sense, or refund me the amount of money I have overpaid.

Business Response: Initial Business Response /* (1000, 5, 2014/07/06) */ July 3, 2014 ************** ******************************************** Re: **************, ********** Dear Better Business Bureau, Please consider this DeVry Education Group's ("DVG") response to Mr. ******** letter to the Better Business Bureau dated June 26, 2014 regarding his concerns about DeVry University ("DeVry"). DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG organization. Thus, upon receipt of your request, DVG's Office of Ombudsman was engaged to investigate your concerns. DVG understands the student's concern to be as follows: 1. The charges on his student account are incorrect and he has been overcharged for the cost of his education. DVG understands the student's requested resolution to be: For DeVry to provide a full audit of the charges on his account and refund any overcharges if applicable. Set forth below is an explanation of our findings based on our understanding of Mr. ******** concerns and requested resolution. I. Student Account Balance DeVry takes allegations of improper billing very seriously. Thus to address Mr. ******** concerns a full investigation is currently in process but will take an additional five business days to complete. II. Summary DeVry is currently in the process of conducting a full investigation into the charges on Mr. ******** account and will provide a response to the BBB no later than Friday, July 11, 2014. If Mr.******* has any questions or concerns prior to Friday July 11, 2014 he can contact the undersigned. Sincerely, **************** Senior Associate, Office of Ombudsman **************************** Final Business Response /* (1000, 7, 2014/07/14) */ SEE ATTACHED DOCUMENTATION

7/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: 1. Devry changed my financial aid award as recent as March of this year even though I have not been a student for sometime 2. on 11/15/2013 of this year I was given a notice that I had a bill due of $562 which is a false charge because I had not been a student for several months. 3. On 11/12/2013 of this year I was issued a refund for $1.00 which proves the accounting system is not accurate, there still was no explanation for this refund of $1.00 4. Financial aid was fraudulently disbursed to my account on 10/24/2013 because I one again was never a student at this time. *************** explanation was ********** I looked at your account today, and it looks like financial aid was both disbursed and removed for the November 2012 and January 2013 sessions. However, no other aid has posted to your account that will remain on your account" Why would they be removing financial aid from nearly a year ago? 5. ************ procedure was he would not let me enroll in a course late since i appealed and won my right to readmission because I was not in great academic standing. He was discriminating against me because my grades were different for an ability to register at a given time for courses. This is illegal and against the law. 6. ************** never told me at first that taking Math 092 online would disallow me from receiving housing to the tune of $1200 per month. She told me to check with the VA to see if they'll pay for the course. I didn't check with the VA because the VA has already paid for the course and******** knew the VA wouldn't give me housing allowance but was more interested in enrolling me in a course. This is gross negligence on her part. They know the rules and she failed to be honest with me. She told me at different times that Math 092 wasn't a requirement and I've transferred a Math course in so it's unreasonable for me to take entry level courses I do not need to. When I did take Math 092******** said I had till the end of the week to complete assignments and exams and that actually was cut off early without my knowledge. 7. I was told when taking a class by Professor************* that I should go buy Iraqi Dinar because it was a good investment and he supposedly had "intel" that it was going to revalue soon basically turning $4,000 dollars into a 4 million. I went out and bought some because of his specific investment advice and lost over $4,000. You can see there has been fraud, gross negligence, discrimination, and given specific financial investment advice by someone who is not licensed to do so. I've lost out on over $12,000 dollars with student loans I didn't need, told to buy Iraqi Dinar, and housing allowance I missed out on due to negligence on the part of**************. I'm demanding a resolution on this in 14 business days or I will seek an attorney and contact the Department of Education at the Indiana and federal level in a written document with much of the language you will find in this email. I'm a protected class as I am a disabled veteran and will not tolerate this. I have a detailed e-mail of every conversation in writing and will disclose if need be. This is my last olive branch to settle this out of court. I appreciate your swift attention to this matter.

Desired Settlement: $12,000 for Iraqi Dinar Investment because it is treble the damages. DVG claims they aren't responsible for what happens on their campus with regard to professors breaking the law. I received SPAM mail from them on May 19th, 23rd, 29th, June 2, 6th, and June 9th. I'm also requesting $1,000 per e-mail which is below the $16,000 threshold that they would pay for breaking the law

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ Contact Name and Title: *********** Contact Phone: ************ Contact Email: ************************ See attached. Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) An employee of devry broke the law by giving specific investment advice and this happened on their property during a class from their university. They are trying to act like they are not responsible for what their professors teach in the classroom. Devry student success advisors know the va rules but don't wanna be honest because they just want you to enroll in classes. ************* knowingly had me sign up for classes I did not need and that she knew would cause me not to get housing allowance. Final Business Response /* (4000, 9, 2014/07/02) */ see attached Final Consumer Response /* (4200, 11, 2014/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Professor************* gave specific investment advice which is illegal and************* admitted to giving this advice. Devry said their punishments for him is confidential but that does nothing to make my situation whole and recover my losses. ************* receives training on what classes will be covered under post 9/11 gi bill and she knowingly signed me up for classes knowing I would not get housing allowance. The school sends the certifications to the va so the school is trained on what counts and what does not. My next step will be to file a formal written complaint with with the department of education, Indiana department of education, and department of veterans affairs.

7/9/2014 Delivery Issues
7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a balance of $1,127.00 due before I graduated in July of 2014 and I had four DeVry 21st Century Grants of $750.00 that was disbursed to me over the span of four academic sessions. I was supposed to receive a refund of $3,873.00 on the week of June 17,2014 and they went in REVERSED all 4 grants without notification or reason. I called on June 17th to ask why this had happen. I was given no concrete answer. They said the grant is need based but I did indeed need the grant. I still had a balance of $1,127.00 that I needed my private loan to cover. DeVry Advertises that they have millions in grants and scholarships to help their students and they went and took all of mine away. That is wrong to take away people's grants just because and without proper reason and notification. I would like my grants to be reversed back to my account and to receive my reund back as well. I planned to use that refund to begin payback on my loans and they took it away from me.

Desired Settlement: A full reverse of my DeVry 21st Century Grant of 3,000 to receive my full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/06/26) */ Contact Name and Title: *********** Contact Phone:************* Contact Email:************************* See attached.

6/30/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Being a full-time student at Devry is not cheap. School loans pay my tuition, expenses and majority of other costs while I am in school. So, I processed a new school loan on 04/27/14 through Sallie-Mae for this very reason. It was approved and sent to Devry for processing. Every since then, I was given the run around by my financial aid rep. via email and on the phone. I was told that she was handling it and that the necessary approval forms have been sent to Sallie-Mae for processing. But, that did not happen. For weeks, I kept receiving emails from Sallie-Mae stating "school certification still pending." So based on these emails, she did not as she told me. During all this, I tried contacting my rep with no answer. I had to sent voice mails/emails asking for status and for it to be processed immediately. The week of May 19th, I finally got in contact with the manager,********* and explained my situation. I told her I need someone else who will properly take care of my loan immediately. I cannot pay tuition/bills/expenses without my loan. She advised me she would take care of the process right away and it shouldn't be too much longer. By May 27th, I had no confirmation it was processed yet and received yet another email from Sallie-Mae stating it was my "Final Notice regarding school certification still pending." Therefore, I had no other choice but to go in person to speak to *******. While there, she showed me on her computer that it is being processed and should take 5-7 business days to receive my loan. That time has now lapsed and I am unable to get in contact with********* yet again. I have left voice mails expressing my urgent need. I have been understanding and patient and it has gone too far. I have an outstanding tuition balance and I cannot afford to go on like this.

Desired Settlement: N/A

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ June 18, 2014 ************* ****************************************** Re: *************, ********* Dear Better Business Bureau, Please consider this DeVry Education Group's ("DVG") response to Mr. ******** letter to the Better Business Bureau dated June 5, 2014 regarding his concerns about DeVry University ("DeVry"). DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG organization. Thus, upon receipt of your request, DVG's Office of Ombudsman was engaged to investigate your concerns. DVG understands the student's concern to be as follows: 1. He did not receive the service level he expected when he contacted DeVry to process his loan. 2. His private loan has not yet posted to his student account, and thus his refund has been delayed. DVG understands the student's requested resolution to be: For DeVry to apply his private loan to his student account so that he may receive his refund. Set forth below is an explanation of our findings based on our understanding of Mr. ******** concerns and requested resolution. I. Student Service According to DeVry records, Mr.******* initially contacted a student finance consultant on April 30, 2014 to notify them of his loan approval. The packaging and certification process takes seven business days for DeVry to execute. However, Mr. ******** loan was not packaged until *** 22, 2014 due to a processing delay on the part of DeVry. DeVry sincerely apologizes for the delay in the processing of Mr. ******** student loan. DeVry took remedial steps to address this customer service concern. In doing so, DeVry's obligation was two-fold: one to respond accordingly to you and the other to address the situation with its employee(s). As a private employer, DeVry is obligated to ensure that the appropriate steps have been taken to remedy any behavior that DeVry is not satisfied with. However, we cannot share the confidential details of any discipline or employment actions taken regarding our employees. II. Processing of Private Loan On *** 22, 2014, DeVry packaged Mr. ******** loan and provided certification to Mr. ******** lender (****** ***). Once a student's loan has been certified to the student's lender, DeVry must wait until the funds are issued to DeVry by the lender before they can be posted to a student's account. The terms and conditions of Mr. ******** loan govern the timing of ****** ***'s disbursement to DeVry. ****** ***, not DeVry, controls the timing of the disbursement of a student's loan. Within its terms and conditions, ****** *** provides students the right to cancel any private loan within 30 days from the date the loan was certified, and Sallie *** is not required to disburse funds to DeVry before the right to cancel has expired. Because DeVry processed Mr. ******** certification on May 22, 2014, per policy, ****** *** has until June 22, 2014 to disburse the funds to DeVry. DeVry received Mr. ******** loan disbursement from Sallie Mae on June 13, 2014 (Exhibit A). On June 18, 2014, Mr.******* was issued a refund via direct deposit in the amount of $10,879. III. Summary Based on the above, there was a service delay in the packaging and certification of Mr. ******** loan. DeVry corrected the error and certified Mr. ******** loan on *** 22, 2014. DeVry must follow federal regulations and wait until Sallie Mae disburses the funds to Mr. ******** student account before a refund may be issued. Sallie Mae, not DeVry, controls when the funds are disbursed. DeVry received Mr. ******** loan disbursement on June 13, 2014. On June 18, 2014, Mr.******* was issued a refund via direct deposit in the amount of $10,879. If Mr.******* has not received his refund by June 23, 2014 he can contact ************** at the DeVry Pomona campus at. ************* This written response represent that your concerns have reached the highest level of escalation within DeVry Education Group. Your concerns, as addressed, have been investigated communicated, and are now considered closed. We trust this letter satisfactorily addresses your concerns. Sincerely, **************** Senior Associate, Office of Ombudsman *************************

6/13/2014 Problems with Product/Service
5/23/2014 Delivery Issues
5/23/2014 Advertising/Sales Issues
5/20/2014 Delivery Issues
5/20/2014 Advertising/Sales Issues
5/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On July 8, 2013 I was enrolled in classes. I was told before hand that one of the classes I needed was a "0" level class and that my Chapter 33 benefits would not cover it. I did however have the Presidential Scholarship which pays for 50% of my tuition and the Federal Pell Grant. Due to the ongoing federal budget issues I told them that I would finish that semester but not to sign me up for anymore. Then the budget was settled and I re-enrolled. Then I received a letter from the VA stating that they over paid Devry. Devry then paid back what I owed the VA so that I would just owe them. Now how is that my fault? When I talked on the phone about it Devry said they didn't know if I was going to get the Pell Grant or the Presidential Scholarship so that is why they overcharged the VA. I have made the Dean's list twice! How would I not get the scholarship!! As far as the Pell is concerned I worked on Active Duty in the Army from Jan. to April 2013 and all I was getting was SSDI and VA Disability so I was way under the income guidelines. Someone messed up and it wasn't me.

Desired Settlement: All I want is for Devry to refund my account so that I don't owe anything. It was Devry's mistake not mine and they need to own up to that.

Business Response: Initial Business Response /* (1000, 8, 2014/05/09) */ May 9, 2014 *********************************************************** Re: Derrick ********,********** Dear Better Business Bureau, Please consider this DeVry Education Group's ("DVG") response to Mr.*********** letter to the Better Business Bureau dated April 16, 2014 regarding his concerns about DeVry University ("DeVry"). DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints in the DVG organization. Thus, upon receipt of your request, DVG's Office of Ombudsman was engaged to investigate your concerns. DVG understands the student's concern to be as follows: 1. His Presidential Scholarship was incorrectly omitted from his student account causing a debt to the Department of Veteran Affairs ("VA"). DVG understands the student's requested resolution to be: For DeVry to apply the scholarship to his student account so that he does not owe DeVry. Set forth below is an explanation of our findings based on our understanding of Mr.*********** concerns and requested resolution. I. Student Account DeVry records show that Mr. ******** has been a DeVry student since April 2013. On July 8, 2013, Mr.*********** student account was charged $3,654.00 for tuition as a result of being enrolled in two courses during the July 2013 session - MATH092 and COMP100. Mr. ******** is eligible to receive tuition assistance from the Department of Veteran Affairs ("VA"). However, according to VA regulations, online remedial courses are not eligible for tuition assistance. Mr. ******** enrolled in Math092 online, and the VA considers Math092 to be a remedial course. Thus Mr.*********** Math092 course was not eligible for payment from the VA. However, Mr.*********** COMP100 course was eligible for VA tuition assistance. Math092 is a four hour course and COMP100 is a two hour course. Thus the amount of tuition assistance Mr. ******** was eligible for was 2/6 of the amount of his tuition cost (two out of six of his hours of enrollment). This amount was a total of $1,218 (2/6 of $3,654). Once DeVry determines the appropriate amount of tuition based on the student's VA eligibility, it sends an invoice of that amount to the VA for payment. This process is called a certification of benefits. Mr. ******** was certified to the VA for $1,218 in tuition assistance benefits on July 12, 2013. According to DeVry policy, student finance awards are typically disbursed no later than the end of week three of the session to which the aid applies. On July 22, 2013 (during week three of the July 2013 session), Mr. ******** received the Presidential scholarship in the amount of $1,827. This amount was applied to his student account (Exhibit A). If a student receives a scholarship after he has been certified for VA benefits, then the student's certification has to be reduced by the amount of that scholarship. Mr.*********** scholarship award did not disburse until after DeVry had already certified Mr. ******** for $1,218 in VA benefits. Thus according to VA regulations, the amount that the VA owed DeVry had to be decreased by 2/6 of the amount of the Presidential scholarship ($1,827) because Mr. ******** was eligible for a 2/6 tuition benefit. This resulted in a debt of $609.00 (2/6 of $1,827) that DeVry owed the VA. DeVry received the debt letter from the VA demonstrating what DeVry owed the VA on August 30, 2013 (Exhibit B). DeVry paid the VA the $609 owed on September 12, 2013 (Exhibit A). DeVry received confirmation that the VA received the payment of $609 on October 11, 2013 (Exhibit C). However, the $609 paid to the VA did not create a debt on the student's account. As of October 1, 2013, and after the $609 was paid to the VA, Mr.*********** financial awards still exceeded his tuition and fees charges, which resulted in a credit balance on his student account of $842. In accordance with federal regulation, credit balances are issued to students in the form of a refund. Thus Mr. ******** received a refund of $842 on October 2, 2013 and did not owe a balance for the July 2013 session as a result of DeVry's debt payment to the VA. II. Summary During the July 2013 session, Mr. ******** received a DeVry Presidential scholarship after he had already been certified for benefits to the VA. This created a debt of $609 in tuition assistance benefits that DeVry owed the VA. DeVry paid the debt to the VA; however, the payment did not create a debt to the student. Thus, the student does not have a balance that is owed for the July 2013 session. This written response represent that your concerns have reached the highest level of escalation within DeVry Education Group. Your concerns, as addressed, have been investigated communicated, and are now considered closed. We trust this letter satisfactorily addresses your concerns. Sincerely, **************** Senior Associate, Office of Ombudsman *************************

5/13/2014 Problems with Product/Service
5/12/2014 Guarantee/Warranty Issues
4/28/2014 Problems with Product/Service
4/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I graduated from DeVry in 2000 and I have enrolled at Kaplan University, which I need my transcripts for. I had my admissions advisor from Kaplan send the transcript release form to DeVry Registrar office January 2014 and I sent the DeVry Transcript Request Form via fax as well to the Registrars office at ******************************* fax ************ back in February 2014. To date I still have not received them. I found that you can print an unofficial copy of your transcripts from the DeVry portal, so I tried this on 3/6/14, but was unable to view my transcripts. I called DeVry at ************ for student services regarding the issue. I spoke with ******** who I explained that I had faxed in the Transcript Request Form back in February and since I had not receive them I was trying to print the unofficial via the Portal. She advised that they had not received a request form from me, but I could request my transcripts via the Portal. She also checked my account and found a hold on it. She put me hold and contacted the Financial Aid department. When she returned she explained that Financial Aid did not see a reason for the hold so they removed it. She then advised me that it should take 24hrs from the hold being removed for my transcripts to be viewable to print. After I ended the call with her, I used the Portal to put in another request for my transcripts both to Kaplan to be faxed and to myself to be mailed. I checked the portal on 3/11/14 to view my transcripts and I still was unable to view, so I called student services again and spoke with ******* who I explained my situation to. She let me know that she would put in a request to get my transcript request expedited. On 3/12/14 ******* sent me an email advising that the expedite request was approved, but the Transcript Request Form that they had on file from me was not signed, so she requested that I complete the attached form and return asap. The email came in at 10:33am cst and I responded to the email at 11:18am cst with the form attached. I had not received a response so I called student services around 1:15pm and spoke with a gentleman whom I advised of the email. He checked and said that it was acceptable and they would put in for the transcripts to be sent. I was told that I would receive an email when the fax to Kaplan was sent. On 3/13/14 I called for a status since I had not received an email regarding this, so I called student services and spoke with a lady. She checked the notes and stated that there was an issue regarding my transcripts being pulled and a trouble ticket with the Helpdesk was opened. I explained to her that I really need my transcripts and each time I call in, there is an issue. I asked her if I could come pick up the transcripts and she said she would call the location with I attended to find out. She put me on hold and after returning she said she was unable to get through, but she gave me the number and said I could try. I called the registrars office at the **************** location who I spoke with ****** and explained the issue. She advised that I could not pick up the transcripts, but I needed to fax the Transcript Request Form to************* and after receiving it, the transcripts would need to be pulled from archives since I attended back in 2000. I faxed the form again to the number she provided and called the **************** office on 3/14/14 to confirm receipt of the fax. I spoke with a gentlemen, but he advised that their office was not where the fax needed to go. He gave me the fax number I had sent it to ************ as the correct fax. I called student services today 3/19/2014 for a status and was told by ***** that my request was faxed to Kaplan and mailed to me on 3/6/14. I ended the call, but called back to find out when the fax was sent and spoke with Dennis. He said he did not see in the notes that they were sent. I asked to speak to someone regarding this service, but he said he would inquire and get back to me.

Desired Settlement: The settlement I would like is to receive my transcripts as soon as possible. I have been getting different information from different advisors within student services and the registrars department, which makes me feel like I am getting the run around. This entire process as been very frustrating. If possible I would simply like to have one person to work directly with to contact regarding my request for my transcripts. If I could get a phone call or email from someone regarding this and the status of my transcripts and why it is taking so long to get a copy, I would appreciate it.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ April 8, 2014 Re:************ BBB Case ********* This is in response to Ms.******* complaint to the Better Business Bureau on March 19, 2014. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon receipt of your request, DVG's Office of Ombudsman investigated your concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DeVry Education Group organization. DVG understands Ms.******* concerns to be that: 1. She attempted on several occasions between February 2014 and March 2014 to obtain a copy of her DeVry University ("DeVry") transcripts through her student portal and has yet to receive them. DVG understands Ms.******* requested resolution for the above complaint to be: She would like to receive a copy of her transcripts. Set forth below is an explanation of our findings based on our understanding of Ms.******* allegations and requested resolution. I. Customer Service Concerns DeVry understands that from the period of February 3, 2014 to March 19, 2014 Ms.***** was seeking a resolution to her transcript concerns and did not receive a proper response from DeVry. Because Ms.***** attended before the fall of 2003, her records are no longer housed in her student portal. Thus when she used the portal to request her transcripts, there was a delay because the records were not immediately accessible. II. Transcript Request In accordance with Ms.******* request, DeVry sent a transcript to Ms.******* current address on file via UPS on March 20, 2014. DeVry also contacted Ms.***** to ensure that she received her transcript and all of her concerns have been addressed. A copy of that correspondence is attached (Exhibit A). III. Summary DeVry regrets any inconvenience that Ms.***** has experienced as a result of the delay of her transcripts. DeVry has addressed the customer service concern with regard to the housing of archived transcripts to ensure that it does not happen in the future, and we have provided Ms.***** with a copy of her transcript per her request. DeVry trusts that this letter satisfactorily addresses Ms.******* concerns. Sincerely, **************** Senior Associate, Office of Ombudsman

4/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In January 2014, I had to drop my class for the January term three weeks into the class. The school informed me that I would be responsible for paying for 75% of the course cost and the book fees. On March 5th 2014, I received a bill for 75% of the course fees, book fees, and an additional charge for a refund the school they said they had sent me as a result of an overpayment in financial aid, and that due to my ineligibility for financial aid because of dropping below the credit requirement for financial aid, I had to pay them back for the refund that was sent to me. The problem is they never sent me a refund, and they are attempting to charge me an additional $2176 for a refund that they did not issue to me. I contacted the university billing department on March 6, 2014, and they said that the issue would be reviewed and I would be contacted within 48 hours concerning the matter. As of today, 3/19/2014, I still have not received any response from the school concerning the matter, and the account still shows the balance due including the refund charge.

Desired Settlement: I am seeking to have the balance of $2176 removed from the account balance as the money was never issued to me.

Business Response: Initial Business Response /* (1000, 5, 2014/04/09) */ April 9, 2014 Re: ************ BBB Case ********* This is in response to Mr.******** complaint to the Better Business Bureau on March 20, 2014. DeVry Education Group ("DVG") takes student complaints very seriously. Thus, upon receipt of your request, DVG's Office of Ombudsman investigated your concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DeVry Education Group organization. DVG understands Mr.******** concerns to be that: 1. He has a balance of $2,176 that he should not have because he did not receive the refund that caused this balance. DVG understands Mr.******** requested resolution for the above complaint to be: He would like the amount of his balance that reflects the refund that he did not receive to be erased from his account. Set forth below is an explanation of our findings based on our understanding of Mr.******** allegations and requested resolution. I. Student Account Balance DeVry records show that Mr.****** began his enrollment at the university in June of 2013. DeVry coursework is delivered in two eight-week sessions per semester (A and B). Prior to the fall semester, Mr.****** had a student account balance of zero. During the fall 2013 session A, Mr.****** incurred a balance of $61.53 due to his expenses exceeding his financial awards by that amount. During the fall 2013 session B, Mr.****** was enrolled in one course - Physics 310 (PHYS310). This course began on January 6, 2014. As Mr.****** indicates in his correspondence to the Better Business Bureau, he withdrew from PHYS310 on January 24, 2014. Prior to the processing of Mr.******** withdrawal, he had a credit balance on his student account due to his financial awards exceeding his expenses (Exhibit A). Thus he was issued the following refunds (totaling $3009.00) via USPS mail to the address on file: ***************************************** $1,342 on January 15, 2014 $834 on January 22, 2014 $833 on January 30, 2014 In accordance with federal regulation, the percentage of federal financial awards earned by a student is equal to the percentage of the period completed by the student. Consistent with these regulations, once Mr.******** withdrawal was processed the appropriate calculations were completed and the respective portion of Mr.******** award was returned to his lender. Federal regulation also requires that the institution has 30 days from the time of the student's withdrawal to calculate any return of funds to the student's lender. Thus on February 24, 2014, DeVry returned $1,485.00 in Direct Unsubsidized Stafford loan, $477.00 in Direct Subsidized Stafford loan and $325.00 in Federal Pell Grant to the Department of Education. DeVry also returned $300.00 in Federal Perkins Loan and $300.00 in Federal SEOG grant. Additionally, Mr.****** lost his eligibility for the career catalyst scholarship in the amount of $843.00 that he received because he no longer met the enrollment requirements when he withdrew. A total of $74.56 in finance charges has also accrued on Mr.******** account. These transactions, coupled with his previous balance of $61.53 and a course material charge credit of $40.00 created a current total balance of $3,817.09 on Mr.******** student account. ($1,485+$477+$325+$300+$300+$834.00+$74.56+61.53-$40.00 = $3817.09) On March 19, 2014, Mr.****** contacted DeVry to express his concern about the balance on his student account. He also paid $200.00 towards his outstanding balance to reduce the balance to $3,617.09. Upon receiving Mr.******** concern about his account balance, DeVry conducted an investigation and determined that the aforementioned $3009.00 in refund checks that were sent to Mr.******** address on file (***************************************** via USPS had not been cashed as of April 2, 2014. According to our records, Mr.****** had not contacted DeVry before March 19, 2014 about the refund checks. Those checks were not voided and sent back to DeVry or returned due to insufficient address, nor does DeVry have a stop payment form on record for Mr.******. Thus on April 2, 2014, DeVry emailed Mr.****** with instructions for submitting a stop payment form. Because the checks have not been cashed, DeVry will use the form to void the outstanding checks. Once the form is processed, the $3,009.00 will be credited back to Mr.******** student account, thus reducing his student account balance to $608.09. This amount reflects the difference between Mr.******** tuition charges and his reduced financial awards as a result of his withdrawal. II. Summary Mr.****** withdrew from DeVry during week three of the January 2014 session. Prior to his withdrawal he had a credit balance on his student account. Thus in accordance with regulations he was issued refunds in the amount of $3009.00. Subsequently, funds were returned to the Department of Education per federal regulation, ultimately creating a balance of $3,817.09 on Mr.******** account. On March 19, 2014 Mr.****** made a payment of $200.00 on his account to reduce his balance to $3,617.09. On March 19, 2014, Mr.****** also expressed a concern about his balance. After investigating Mr.******** concern, DeVry determined that the $3009.00 in refunds that were sent to his address on file were not cashed. Thus DeVry contacted Mr.****** on April 2, 2014 and gave him instructions on how to submit a stop payment form and have the $3,009.00 balance credited back to his student account to reduce his outstanding balance to $608.09. Once DeVry receives the completed form back from Mr.****** we will begin the process to void the previously issued checks and update Mr.******** account. If DeVry does not receive the completed form, no action will be taken. If Mr.****** has any questions about the stop payment form or any other concerns regarding this balance he can contact ********** at 1.877.496.9050, option 1. DeVry trusts that this letter satisfactorily addresses Mr.******** concerns. Sincerely, **************** Senior Associate, Office of Ombudsman Initial Consumer Rebuttal /* (2000, 7, 2014/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Given that the university has agreed to settle the issue given the return of the stop payment request for the contested amounts, I am satisfied that the issue will be resolved upon the forms being processed.

4/15/2014 Guarantee/Warranty Issues
4/15/2014 Problems with Product/Service
4/10/2014 Advertising/Sales Issues
4/3/2014 Advertising/Sales Issues
3/28/2014 Problems with Product/Service
3/21/2014 Billing/Collection Issues
3/14/2014 Problems with Product/Service
3/4/2014 Problems with Product/Service
2/26/2014 Problems with Product/Service
1/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: January 2013 requested copy of monies returned by Devry that caused a negative account balance. Asked for a release of transcript so as to continue my education elsewhere. Requested copy of math admission test that forced me to take 8credit classes without college credit. Requested that all correspondence be via e-mail or mail only.

Desired Settlement: 1) Release of Transcripts 2) Copy of when, where, @ how much money returned that caused negative balance on my account. 3) copy of admissions math test results. 4) Monetary damages to be determined.

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ December 19, 2013 Re: BBB Case #XXXXXXXX *** ****** (DXXXXXXXX) Please consider this DeVry University's ("DeVry") response to Mr. ******' letter dated December 9, 2013 to the Better Business Bureau ("BBB") regarding DeVry. For additional clarity on Mr. ******' concerns, please also see DeVry's August 29, 2013 response to the Attorney General regarding Mr. ******' claim, attached (Exhibit A). DeVry understands Mr. ******' concerns to be that: 1. Mr. ****** contends that DeVry refuses to release his transcripts due to a balance on his student account. 2. Mr. ****** is requesting a copy of his math admission test scores and an explanation of his placement in association with those scores. 3. Mr. ****** contends that his student account balance is invalid and he has not been given documentation to illustrate his charges. DeVry understands Mr. ******' requested resolution for the above complaint to be: * He would like his transcript to be released. Set forth below is an explanation of our findings based on our understanding of Mr. ******' allegations and requested resolution. Also included is a copy of Mr. ******' placement scores, a chart to explain those scores, and Mr. ******' transcript evaluation. I. Release of Transcripts Both the DeVry catalog and student handbook state the following with regard to the release of student transcripts: Enrollment for a subsequent term may be denied to students who fail to fulfill their financial obligations. In addition, no diplomas or transcripts are released to students with outstanding balances on their student accounts at any DeVry institution. Students may be dismissed for failing to pay tuition, student plan housing fees, federal student loans or other charges. Career services assistance may also be withheld. In all cases, students remain responsible for tuition and other charges incurred, in accordance with DeVry's cancellation and refund policy. In good faith, DeVry will release a one-time transcript directly to a student's employer or potential employer, but additional transcript requests will not be honored until outstanding financial obligations have been satisfied. In accordance with DeVry policy, Mr. ******' transcript cannot be released until his balance of $1,506.43 is paid in full. Based on our review, the charges on Mr. ******' student account are accurate. II. Math Placement Scores According to the DeVry academic catalog, prior educational performance is considered in conjunction with demonstrated proficiency in basic college-level skills to determine admissibility. DeVry grants unconditional admission to individuals whose prior educational performance meets the criteria. Mr. ****** chose to enroll in the Bachelors of Accounting program. According to the program requirements for the accounting program, students must complete MATH114 and MATH221 in sequential order. The prerequisites for MATH114 and MATH221 are MATH032 and MATH092. The DeVry academic catalog also states the following with regard to course placement: "Applicants whose demonstrated proficiency in basic and prerequisite skills indicates skills development is necessary are advised accordingly. Required skills development courses may affect program and cost." Mr. ****** did not meet the requisite GPA or transfer credit requirements for unconditional admission (Exhibit B), so as part of Mr. ******' admissions process, DeVry administered an entrance examination on March 26, 2011. Mr. ******' entrance examination scores and a chart which illustrates his resulting placement in courses are attached (Exhibit C). Mr. ****** received a score of 56 on his math placement exam, which based on DeVry academic policy, resulted in placement in a developmental math course (MATH032, Introduction to Algebra). Thus, to satisfy the MATH114 requirement of his accounting program, Mr. ****** was required to first take MATH032 and MATH092, consequently increasing his program length and cost. III. Student Account Balance For a detailed breakdown of Mr. ******' account balance please see section two of the attached response to the ******** Attorney General dated August 29, 2013. IV. Summary Through a thorough investigation of Mr. ******' student account, we have determined that his balance of $1,506.43 is accurate and owed to DeVry. A complete breakdown of all charges and payments on Mr. ******' account, coupled with a history of individual monetary transactions are attached (Exhibit C). Per policy, Mr. ******' transcripts will be released when his account balance is paid in full. We trust this letter satisfactorily addresses your concerns. Please notify me if we can be of any further assistance. Sincerely, ****** ********* Senior Associate, Office of Ombudsman DeVry Education Group Final Consumer Response /* (4200, 16, 2014/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) the first sentence was completely ignored. Mr. ******** needs to supply me with copies of payments made back to lender that caused the negative balance on my account, that I was refused. I am also requesting copy of original e-mail that Devry claimed was sent showing itemized billing of my account. I did not receive this e-mail as claimed in letter sent to ******** attorney general **** ******** office. January of 2013 I had a balance of 427.00 and never took another class. I have copies and recorded telephone conversations ( for Quality purpose's). Final Business Response /* (4000, 18, 2014/01/26) */ January 26, 2014 Re: BBB Case #XXXXXXXX *** ****** (DXXXXXXXX) Please consider this DeVry University's ("DeVry") response to Mr. ******' letter dated January 15, 2014 to the Better Business Bureau ("BBB") regarding DeVry. DeVry understands Mr. ******' concerns to be that: 1. Mr. ****** would like copies of the payments sent back to the lender. 2. Mr. ****** would like a copy of the original November 12, 2012 correspondence detailing his account balance. DeVry understands Mr. ******' requested resolution for the above complaint to be: * He would like his transcript to be released. Set forth below is an explanation of our findings based on our understanding of Mr. ******' allegations and requested resolution. I. Payments Returned to Lender Mr. ****** has been supplied with a detailed student account ledger which illustrates the exact amounts of all charges and credits to his student account in previous responses to the BBB and the Attorney General. Mr. ******' account ledger has been audited multiple times as a result of investigations due to his escalations. Thus the amounts detailed in the ledger previously provided are accurate and reflect the amounts returned to Mr. ******' lender and/or the Department of Education. II. November 2012 Correspondence The November 12, 2012 correspondence that Mr. ****** is requesting is attached (Exhibit A). III. Summary If Mr. ****** would like to verify the dates and amounts returned to his lender and the Department of Education, he can contact them directly using the DeVry monetary history we have provided to him as a reference. As stated in his two previous responses to the BBB and his response to the Attorney General, DeVry asserts that Mr. ******' account balances, charges, and credits are correct and have been audited multiple times for accuracy. As a result and per policy, Mr. ******' transcripts will be released when his account balance is paid in full. Sincerely, ****** ********* Senior Associate, Office of Ombudsman DeVry Education Group

1/16/2014 Problems with Product/Service
1/14/2014 Delivery Issues
1/14/2014 Billing/Collection Issues
1/3/2014 Advertising/Sales Issues
12/20/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I graduated from DeVry (Addison) in October 2005. Shortly after graduating, I consolidated all of my student loans and transferred them to a third-party lender (Nelnet). In April of 2013 I received a bill in the mail from DeVry for an outstanding Federal Perkins Loan for the amount of $4,900. There was no explanation given initially, but when I disputed the charge I was informed that DeVry had failed to bill me for the Perkins Loan due to a "programming error," and this error had been discovered through an internal audit of its records. I have persisted in attempting to find out the exact nature of this error; i.e. when and how it occurred, and why it took over six years for them to discover it; and seven years until they found my correct address and I received the bill. I have continued to write to DeVry's representatives (namely*************, Ombudsman) in an attempt to determine if this charge is accurate; DeVry insists that I rely solely on its records, in spite of the obvious incompetence it has already exhibited with regard to its record-keeping. Initially, I requested a third-party audit be conducted, but this was refused. I then offered to hire a neutral, third-party auditor to conduct an audit of DeVry's records, and this was also refused. I was told that I could contact the Registrar's Office at the location I attended and ask for the exact documents that I wanted copies of. It seems fairly obvious that I wouldn't necessarily know which specific documents to ask for, as I have no idea what remains in my student file at this point; I believe this is yet another example of Ms. ******** lack of cooperation in this matter. I have asked Ms. ****** to provide me with the exact dollar amount and the date when DeVry received payment from Nelnet for my student loan balance. This request was refused, and I was told I should inquire with Nelnet for such information. Also, the reconciled total balance of my loans, which I received from Ms. ******, does not match the original loan amount + the Perkins Loan. That is, DeVry shows my current total as $35,345.39 (which includes the $4,900 for the outstanding loan); but when I add the amount of the original student loan balance (as listed on the Nelnet website) of $33,181.24 plus the $4,900, the total is $38,081.24. I pointed out this discrepancy to Ms. ****** and she tried to attribute it to interest accrued, which is virtually impossible given the relatively short amount of time between when I left DeVry and when they received payment from Nelnet. In summation, I have tried to resolve this dispute in good faith, and if it turns out that the bill is accurate, I will pay it, as obligated. But DeVry's representatives have been uncooperative and, frankly, insulting throughout the process of written correspondence. All I have asked is for DeVry to do its due diligence and provide proof of the error outside of relying on its own internal documents. Again, this entire situation is entirely due to the fault of DeVry, and if they had included all of my student loans at the time when I consolidated them, this whole thing could have been avoided.

Desired Settlement: I am seeking accountability and culpability on DeVry's part for its incompetence. DeVry is a for-profit education organization, which implies that it is every bit a business as it is a school. I understand that billing errors happen, but DeVry was supposed to transfer the balance of my student loans in their entirety when I consolidated with Nelnet, the third-party lender I chose. DeVry's failure to ensure that this was done in a timely manner has caused me undue financial and emotional hardship. If nothing else, I believe DeVry should explain why there is a difference of $2,735.85 between the "Total Loan Amount" I've been quoted recently, and the "Original Loan Balance" (as listed by Nelnet) when the $4,900 for the outstanding Perkins Loan is added to it.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ November 27, 2013 Re: BBB Case ********* *************** This is in response to Mr. ******** letter to the Better Business Bureau on November 19, 2013, regarding DeVry University ("DeVry"). DeVry understands Mr. ******** concerns to be as follows: * DeVry has provided unsatisfactory customer service in response to his complaint regarding his outstanding federal Perkins ("Perkins") loan balance. * DeVry failed to provide an explanation for the delay in notifying him of his outstanding Perkins loan balance. * DeVry denied his request to have a third party audit his student account information to validate his outstanding Perkins loan balance. * DeVry provided his total loan amount accrued at DeVry; however, it does not match the orignal loan amount reported by his student loan servicer,*******. * DeVry failed to include all of his student loans at the time he requested to consolidate them. DeVry understands Mr. ******** requested resolution for the above complaint to be: * Verify his responsibility for the Perkins loan repayment. * Provide an explanation for the difference between DeVry's quoted total loan amount and that reported by*******. Set forth below is an explanation of our findings based on our understanding of the allegations and requested resolution. I. Customer Service DeVry Education Group ("DVG") takes student complaints very seriously. DVG was first notified of Mr. ******** concerns on June 8, 2013. ************* Senior Associate Office of Ombudsman, contacted Mr. *******and informed him that the Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization and that she would investigate his concerns. DVG has addressed Mr. ******** concerns and validated his Perkins loan balance on five previous occasions: * June 26, July 25, August 22 and November 14, 2013 responses addressed to Mr. ******* and * August 29, 2013 response addressed to the Illinois Attorney General which was also provided to Mr. ******* These responses explained to Mr. *******that he has an outstanding Perkins loan debt in the amount of $4,900.00 owed to DeVry's Perkins loan servicer, University Accounting Services. While DeVry in good faith administratively deferred Mr. ******** interest and late fees during DeVry's internal investigation into his concerns, this deferment ended when DeVry validated Mr. ******** outstanding Perkins balance. At this time, Mr. ******** account is past due. II. Notification of Balance DeVry Group's June 26, 2013 response explained to Mr. *******that in August 2012, an internal systems error was discovered at DeVry that delayed the process of notifying students of their repayment responsibility. Students did not receive the normal notifications that it was time to begin making payments toward their Perkins loans even though the loans were beginning to be due upon the expiration of the nine-month grace period. With guidance from the Department of Education, DeVry paid back any interest which may have accrued on the loans through August 31, 2012, and ensured that no penalties or late fees were assessed during that time. Notifications were sent out to students in August of 2012 explaining the internal error and informing students of the timeframe when their respective Perkins loans were due. Mr. ******** notification was delayed by a few months due to UAS not having a current address for him. As previously stated, DeVry placed an Administrative Deferment on his Perkins loans, placing him in the same position as the other students who received notification when it was initially sent back in August 2012. III. Records DeVry Group's July 25, 2013 response notified Mr. *******that student account details are kept confidential and the Family Educational Rights and Privacy Act ("FERPA") prohibits DeVry from providing students' non-directory information to a third party. As such, DeVry will not submit Mr. ******** documentation to a third party. However, he may submit his documentation to any entity as this is his personal information. DeVry has provided Mr. *******with all records it deemed relevant to his federal loans acquired while enrolled at DeVry. Additionally, Mr. *******can send a written request to his local campus registrar to receive copies of education records: DeVry Addison-Registrar's Office 1221 North Swift Road Addison, Illinois 60101-6106 630-652-8370 If the record retention period has been exceeded, certain documents may no longer be available. IV. Total Loan Amount On July 25, 2013, DeVry Group provided Mr. *******with a copy of his DeVry Exit Interview Sheet which detailed his federal loan debt accrued at DeVry at the time he ceased enrollment. Mr. ******** Perkins loan debt as well as the Stafford subsidized and unsubsidized loans are outlined as follows (as of September 17, 2005): Perkins Loan $4,900.00 Subsidized Stafford Loan $16,611.25 Unsubsidized Stafford Loan $13,834.14 $35,345.39 These totals would not have included any accumulated interest as dictated by Mr. ******** promissory note with his lender. Because DeVry does not have access to Mr. *************** account information, DeVry is unable to verify the original loan amount reported by the loan servicer. Mr. *******may contact******* directly to obtain further details regarding the consolidated loan. V. Consolidation As stated in DeVry Group's July 25, 2013 response to Mr. ******* all students have the option of consolidating their educational loans post-graduation. When consolidation is initiated, the student and the lender work together to process the details of the loan(s) and their amounts (including interest rate) for all that will be included in the final consolidated loan. The consolidation date of Mr. ******** loans, which appears on the National Student Loan Data System ("NSLDS"), is November 13, 2006. The consolidation details indicate that only subsidized and unsubsidized loans were included in the consolidated loan. Students can obtain access to NSLDS by following prompts at http://www.nslds.ed.gov/nslds_SA/. Because DeVry is not privy to the documentation Mr. *******provided to his lender during the consolidation process of his student loans, DeVry is not able to validate the loans amounts included in his consolidation and cannot speak to the consolidation process and why the Perkins loan was not included. VI. Summary Based on the above, DeVry has completed its due diligence and Mr. ******** Perkins loan balance is accurate and due. DeVry has provided Mr. *******with five responses explaining the origin and status of the loan. Mr. ******** Perkins loan is currently in repayment and payable to University Accounting Services. We trust this letter satisfactorily addresses Mr. ******** concerns. Please notify me if we can be of any further assistance. Sincerely, ************** Senior Associate, Office of Ombudsman Final Consumer Response /* (4200, 11, 2013/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response to the December 10, 2013 letter to the Better Business Bureau from************* of DeVry: *Ms. ****** states she has responded to my concerns six times previously and has validated the Perkins loan balance, but she has not validated anything in an objective manner, and DeVry has refused attempts at informal mediation; including an attempt made on my behalf by the Illinois Office of the Attorney General. Rather, Ms. ****** insists that DeVry's records are accurate, but has done nothing to actually verify the records in an objective manner, such as informal mediation or a neutral third party audit of DeVry's financial records. Furthermore, she neglects to include that I have protested each of her responses and have requested further explanation and valid verification no less than six times. I've maintained in every response that DeVry's internal records are not acceptable based on the discrepancies, numerous previous errors and negligence, as evidenced by DeVry's inability to even send out payment notifications in a timely fashion. The onus of proof of the validity of this bill is on DeVry, and this must be done objectively, considering the amount of time that has passed, and the obvious incompetence DeVry has displayed with regard to its record-keeping. Stating for the record, yet again, that it took DeVry over six years to discover the alleged error, and nearly another full year to deliver notification to my correct address. It's astounding that DeVry refuses to provide or agree to third party, independent verification (which I have offered to have conducted at my own expense), and also refuses me access to all of my records. Ms. ****** has advised that I may write to the DeVry Addison registrar's office and request specific documents from my student file, with the caveat that the records may be incomplete, because DeVry does not keep all documents on file indefinitely. I believe this to be a deliberate smokescreen, as I have no idea what records currently remain in my file; and since DeVry periodically purges its records, per its "established record retention schedule," there's no telling what documents have been removed and what remains on file over eight years after the fact. *The fact that she says the $4,900 balance is accurate and owed to UAS, and past due, is bogus, as this matter is still under protest. Again, based on their negligence and incompetence, and unwillingness to independently verify the amount, it gives me no confidence of any accuracy or validity of DeVry's internal records pertaining to this supposed debt. So Ms. ****** can persist in claiming that the charge is "accurate and due," but I maintain that nothing she or any other of DeVry's representatives have provided thus far has definitively proven the validity of this charge. And, again, the onus of proof in this matter is on DeVry. *With regard to her explanation of a few months delay, the reality is SEVEN YEARS delay is more like it and very unreasonable along with DeVry's unacceptable explanations. She also fails to mention that her finance officer implied that I had already received notification earlier, which was a false accusation, as they sent the notification to an address where I had not resided since 2005, even though the DeVry registrar's office (in Addison, IL) had the correct address on record for several years prior. Amazing, the finance office and the registrar's office can't even communicate with each other. The right hand doesn't seem to know what the left hand is doing at DeVry. *Ms. ****** claims she advised me to contact******* and submit my documentation to DeVry; only the former is true, as I have no written confirmation advising that I supply DeVry with any such documentation. I have been in contact with******* right along and have accessed my records electronically; I have also received a hard copy of my "Consolidation Worksheet" (dated November 13, 2013), which contains a summary of my student loans, which verifies the grand total. The question remains why, at my exit interview, did DeVry provide me with the total to be consolidated and then come back (now over eight years later), without explanation or apology, and claim that it didn't include the $4,900? Now, DeVry refuses to provide me with an understandable list of all the charges so that I can satisfactorily reconcile this matter. Instead, I've received a copy of my billing summary ("Student Trans Summary Report"), on which DeVry has a pattern of disbursing amounts and then immediately refunding them, so it's virtually impossible to determine the balance at any given time. On this same billing summary, I received a copy with the Perkins loan amounts highlighted in yellow, as if that somehow actually indicated that the charge was left off (which it does nothing of the sort). Of course they've attempted to absolve themselves from any negligence or error in this matter, instead shifting the blame to outside entities and excusing themselves. *In her response on December 10, 2013 to my complaint with the Better Business Bureau, Ms. ****** divulged for the first time that DeVry did not include the Perkins Loan in the******* consolidation. This, of course, is not acceptable, as they have not verified this with a third party or provided me with access to all my records, and did not provide a verified readable and understandable statement of all my charges. These verifications have been requested in writing multiple times and have either been refused or ignored by DeVry. Once again, the extremely important and relevant fact that Ms. ****** continues to sidestep and ignore is the fact that during my 2005 exit interview, DeVry provided me with the full amount to be included in my student loan consolidation. If they didn't include the Perkins loan as she states, then there was serious misrepresentation by DeVry. *DeVry Inc. is a publicly-traded corporation and a for-profit higher education institution. What other business would conduct itself in the manner DeVry has conducted itself in this billing dispute? I received a bill out of the blue over seven years after leaving DeVry. No one at the organization has ever apologized for the inconvenience or attempted to explain how such an error could have occurred in the first place. And I've repeatedly requested that a third party audit of DeVry's financial records be conducted to determine if the claim is valid (i.e., definitive proof of the alleged billing error), as none of the documentation I've received thus far indicates a specific error occurred pertaining to the Perkins loan. This request has repeatedly been met with the response that the bill is accurate and due according to DeVry's internal records, in spite of the fact that no attempt has been made to validate them by a neutral third party. Final Business Response /* (4000, 9, 2013/12/10) */ December 10, 2013 Re: BBB Case ********* *************** This is in response to Mr. ******** letter to the Better Business Bureau on December 5, 2013, regarding DeVry University ("DeVry"). DeVry understands Mr. ******** concerns to be as follows: - DeVry failed to provide an explanation for the delay in notifying him of his outstanding Perkins loan balance. - DeVry provided his total loan amount accrued at DeVry; however, it does not match the orignal loan amount reported by his student loan - DeVry failed to include all of his student loans at the time he requested to consolidate them. DeVry understands Mr. ******** requested resolution for the above complaint to be: - DeVry to remove his Perkins Loan balance and cease all billing. Set forth below is an explanation of our findings based on our understanding of the allegations and requested resolution. I. Customer Service DeVry Group has addressed Mr. *******��s concerns and validated his Perkins loan balance on six previous occasions: - June 26, July 25, August 22 and November 14, 2013 responses directly addressed to Mr. ******* and - August 29, 2013 response addressed to the Illinois Attorney General which was also provided to Mr. ******* and - November 27, 2013 to the Better Business Bureau The previous responses explained that Mr. ******** Perkins Loan debt in the amount of $4,900.00 is accurate and owed to DeVry's Perkins loan servicer, University Accounting Services ("UAS"). At this time, Mr. ******** Perkins loan account billing is past due, and Mr. *******will need to work with UAS regarding his loan options. Mr. *******has been provided with UAS loan forbearance/hardship forms in two previous responses. II. Notification of Balance DeVry Group's June 26, 2013 response explained to Mr. *******that in August 2012, an internal systems error was discovered at DeVry that delayed the process of notifying students of their Perkins loan repayment responsibility. Students did not receive the normal notifications that it was time to begin making payments toward their Perkins loans balance even though the loans were due upon the expiration of the nine-month grace period. With guidance from the Department of Education, DeVry paid back any interest which may have accrued on the Perkins loans through August 31, 2012, and ensured that no penalties or late fees were assessed during that time. Notifications were sent out to students in August of 2012 explaining the internal separation date reporting error and informing students of the timeframe when their respective Perkins loans payments were due. Mr. ******** notification was delayed by a few months due to UAS not having a current address for him. As previously stated, DeVry placed an Administrative Deferment on Mr. ******** Perkins loans when he confirmed receipt of notification, placing him in the same position as other students who received initial notification back in August 2012. III. Consolidation Mr. *******has been advised by DeVry in all prior responses to contact his consolidation lender,*******, to confirm what was included in the consolidation paperwork that he completed with them. ******* advised DeVry that Mr. *******had the ability to request this paperwork at any time, but according to their records, as of December 9, 2013, had not requested it from them. As of December 9, 2013, DeVry has not received any consolidation confirmation paperwork from Mr. ******* DeVry contacted******* and they provided a copy of the consolidation paperwork to DeVry. This paperwork received from******* is attached; Mr. *******can contact******* if he wishes to validate and/or obtain a copy for himself (Exhibit A). ******* confirmed that neither DeVry nor UAS were listed in the consolidation loan that Mr. *******(aka *************) completed with them, so the Perkins loan in question was not included in what he consolidated with*******. ******* also confirmed that the school (in this case DeVry) is not involved in the consolidation process between the student and*******. Based on Exhibit A, only Sallie Mae student loans totaling $32,480.91, with a 4.7% interest were consolidated in Mr. *************** consolidation in 2006. Only Sallie Mae received a check from******* to pay off Stafford student loan debts. In summary, the Perkins loans for DeVry were not consolidated with Mr. ******** other loans and are, therefore, separate loans which are still owed to DeVry. IV. Summary Based on the above, DeVry has completed its review and Mr. ******** $4900.00 Perkins loan balance is accurate and due to DeVry. DeVry has confirmed with******* that no payments were provided to DeVry or UAS to cover the Perkins debt about which Mr. *******is inquiring. DeVry has now provided Mr. *******with seven responses explaining the origin and status of the Perkins loan. Mr. ******** Perkins loan is currently in repayment, past due, and payable to UAS. Sincerely, ***** ****** Senior Associate, Office of Ombudsman

12/3/2013 Delivery Issues | Read Complaint Details
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Complaint: I started attending this school back in 2012 and have made two attempts on one course that I still couldn't pass because of the way that Devry sets the course up. Instead of you being in a room with students all taking the same class and on the same page the stick you in a classroom with around 20 students and everyone is on a different course level and the instructor never teaches a lesson instead you log onto a portal to get to your classroom and go through some tutorials, do your assignments for the chapters, then complete the end of chapter quizzes and exams so basically your self teaching yourself in which this makes no since because I am a paying adult student who pays $609.00 per credit plus a student service fee of $20.00, and the cost of $50.00 for a electronic textbook which comes out to be roughly $2500.00 for one 4 credit course. I bring this information to the campus director, academic dean, and support specialists and I get told that "I need to take responsibility for my actions" and that this is basically my fault for not being taught the course that I am paying for, and they never go against their instructors or check into it it's always the students fault. Since this is my second time taking this course I have paid a whopping estimated $5000.00 for nothing and then they academically dismissed me after telling me to register and start in another course, only to drop me out of the course in the second week. Student and buyers beware!!! Don't get stuck like me. They don't seem to care about their students, only about the profits it shouldn't be that way but after all they are a for profit university maybe I should have went for a non-profit. I had all the documentation proving my point and also I had a 3.48 grade point average hmmmmmm.. but yet I was academically dismissed because I went against the grain and called them out about one the lack of teaching in the course. Granted this is not all courses, but algebra and statistics need to be taught you can't self teach that.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to get my denial appeal resolved and have someone over the faculty at the Devry University Pittsburgh branch campus look at my appeal and supporting documents instead of just taking my money and pushing me out. I wish that they would care more about their students actually finishing school then just taking their money and then they don't care and I want other customers or students to know what to expect in dealing with this campus and this does not speak for all Devry University.

Business Response: Initial Business Response /* (1000, 5, 2013/11/21) */ November 21, 2013 Re: BBB Case #XXXXXXXX ****** ******* (DXXXXXXXX) Please consider this DeVry University's ("DeVry") response to Ms. *******'s letter dated November 11, 2013 to the Better Business Bureau ("BBB") regarding DeVry. DeVry understands Ms. *******'s concerns to be that: 1. She contested the decision to deny her academic appeal and the denial decision was wrongly upheld. 2. She feels that the appeal reviewers did not properly take her extenuating circumstances into account. DeVry understands Ms. *******'s requested resolution for the above complaint to be: * She would like the appeal decision to be overturned so that she can be readmitted to DeVry. Set forth below is an explanation of our findings based on our understanding of Ms. *******'s allegations and requested resolution. I. Academic Dismissal DeVry's academic policy states the following with respect to repetition of courses within a student's curriculum: "Students need special approval from a dean to repeat a course for a third time... and...failure to pass * course after two attempts will result in automatic dismissal." According to DeVry records, Ms. ******* was enrolled in Math092 on three occasions. In September 2012 she enrolled and withdrew from the course. In July 2013 she enrolled and failed the course, and she enrolled and failed in September 2013. In good faith, DeVry re-admitted Ms. ******* after her second failure in Math092 and allowed her to take Math 092 a third time, which is an extension of the policy noted above. During her third attempt at Math092, Ms. ******* had access to her professor twice per week for both one to one and group assistance. Additionally, she was offered tutoring during her second and third attempts, yet she did not elect to exercise these options. According to DeVry records, Ms. ******* was dismissed on October 30, 2013 as a result of her academic performance in the September 2013 session. On October 31, 2013, she submitted her appeal of this dismissal, and on November 5, 2013 her academic appeal was denied. On November 5, 2013 she contested the appeal denial. On November 11, 2013 DeVry sent a letter to Ms. ******* stating that the decision to deny her academic appeal was upheld. Prior to both the July and September 2013 attempts at Math092, Ms. ******* was presented the option to take the equivalent of Math092 at a community college and transfer the credit to DeVry. Ms. ******* elected not to exercise that option. As a condition of her second appeal Ms. ******* was required to take Math 092 onsite for the third attempt. Ms. ******* participated as required in the online portion of the course, but only attended an onsite class on one date, September 30, 2013. Thus, as stated above, she was not able to take advantage of assistance from her Math092 professor. On October 24, 2013, Ms. ******* informed DeVry that she would not be able to complete the course requirements due to personal obligations and would not take the final exam, thus resulting in failure of Math092 for a third time and dismissal from the University per academic policy. DeVry provided both professor and tutor support sessions to Ms. ******* (which she did not elect to take part in). Additionally, DeVry extended a third opportunity to take the Math 092 class which is outside of the policy. Therefore, the appeal review was based on these stated facts and the decision remains upheld. II. Appeal Review When Ms. ******* was dismissed on October 30, 2013, she was sent the following instructions: "Your appeal must explain the verifiable mitigating circumstances that contributed to your poor academic performance, and you must identify how the circumstances have been overcome. You'll be required to provide relevant documentation and outline a realistic plan for meeting the requirements to return to good standing. Confidential documents, such as medical records or other sensitive information, will be excluded from your permanent record and shredded to protect your confidentiality. The academic administrator will make a notation on the appeal form indicating that a review of such documentation occurred." (See Exhibit A) DeVry records show that Ms. ******* provided documentation of a job change and her children's health issues as verifiable mitigating circumstances. However, there was no indication that these circumstances could be overcome or that they had been addressed and resolved. Particularly, the committee expressed that Ms. ******* has failed to pass ******* as an online student on three occasions. Since she stated that her job change and new work hours prevent her from attending class and receiving one to one and group tutoring, the committee did not see how she could successfully pass *** course until her mitigating circumstances no longer interfere with her physical onsite course attendance. Thus, it was the decision of the committee that reviewed Ms. *******'s final appeal to uphold the dismissal decision. According to DeVry academic policy, the decision of the committee that reviews the appeal decision of the location leader is final. III. Summary A complete review of Ms. *******'s concerns shows that DeVry followed its handbook/catalog policy in handling her academic appeal. The appeal review committee decided that Ms. ******* did not demonstrate that she has addressed and resolved the circumstances leading to her dismissal, and as stated in her decision letter dated November 11, 2013, Ms. ******* is ineligible to re-enroll. However, Ms. ******* is eligible to transfer the equivalent of Math092 from an accepted institution and has been given instructions for doing so. Upon receipt of transfer credit for Math092, Ms. ******* will be eligible to re-enroll. DeVry trusts that this letter satisfactorily addresses Ms. *******'s concerns. Sincerely, **************** Senior Associate, Office of Ombudsman

12/3/2013 Guarantee/Warranty Issues
11/26/2013 Problems with Product/Service
11/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was unltimately discouraged. I have a completed 2 year degree. I have 60 credits which 20 of them they denied. The litterature did not change. It really discouraged me to know i was charged for the classes that i had taken before and there was no change for example Digital processing. The program did not change. It did not show me anything new. The additional classes had nothing to do with my degree. The additional time made the financial status Dive. I may have finished if they accepted those credits from i.t.t. technical institute.I was discouraged and now i feel hopeless and in search of financial freedom. Career change and adjustment will be the next issue for me. I am on disability and put under veteran status which is not true. I have bipolar and of course the doctor can sit behind the desk and reapply his observation but i am smart. I just feel that going to Devry and their misinterpretation of my credits to be applied to the degree I was in pursue of was progressed where they would get the most in their money.

Desired Settlement: A loan forgiveness

Business Response: Initial Business Response /* (1000, 5, 2013/11/14) */ November 14, 2013 RE: BBB Case# XXXXXXXX **** *** aka *********** This is in response to Mr. ***********'s concerns filed to the Better Business Bureau on November 4, 2013 regarding DeVry Education Group ("DeVry Group"). DeVry Group understands Mr.******** concerns to be as follows: 1. He believes he should have had more transfer credit hours applied from both his ITT Technical Institute and DeVry University Bachelors of Science in Electronics Engineering Technology ("BEET") programs. 2. The lack of transfer credits resulted in Mr. ***** exhausting his financial aid eligibility without completing his degree. DeVry Group understands Mr.******** requested resolution for the above complaint to be: - Mr. ***** wants his entire student federal loan forgiven. Set forth below is an explanation of our findings based on DeVry Group's understanding of Mr.******** allegations and requested resolution. I. Transfer Credit and Program Mr. ***** began taking courses in DeVry's Bachelor of Science in Electronics Engineering Technology degree in November 2008. He had already attended ITT Technical Institute ("ITT") using $8,097 in federal loan funding towards his ITT courses. Mr. ***** was awarded a total of 25 transfer credits from his ITT coursework. Per policy, Mr. ***** was awarded transfer credits from courses in which he earned the minimum grade of "C" requirement. Mr. ***** had taken the entrance exams and based on his score, the following remedial courses were required: MATH 032-Introduction to Algebra ENGL 032-Developmental Writing and Reading MATH 092-Basic Algebra and MATH 104-Algebra for College Students These required courses would be in addition to the required 139 BBET degree credit hours as they were needed to ensure the appropriate level of mathematic and English competency to be successful in BBET Bachelor's degree program. At the time Mr. ***** ceased attendance, he had completed 77 of his 139 required credit hours which was equivalent to 67% of his program. The amount of transfer credits accepted and applied to Mr.******** file was accurate. II. Financial Aid Mr. ***** had utilized financial aid throughout his enrollment at DeVry University ("DeVry"). DeVry's stated graduation time frames of 9 semesters is based on students maintaining full time course enrollment, and passing *** courses each session. The following actions by Mr. ***** have affected the timeframe in which to complete his degree: 1. Withdrew from MATH 092-Basic Algebra in fall 2008 2. Failed PHYS 310-College Physics w/Lab in summer 2010; retaken spring 2011 3. Withdrew from PHYS 320-College Physics II with Lab in summer 2011 4. Withdrew from COMP 220âï��ï��Object-Oriented Programming w/Lab in summer 2011 5. Withdrew from BIOS 195-Anatomy & Physiology for Health Science w/Lab in fall 2011 6. Enrolled as only a part time student in spring, summer and fall 2010 DeVry packaged Mr. ***** with all the financial aid eligibility he was entitled to receive based on his enrollment and cost of attendance. Mr. ***** had the options to return any refunds received to his lender or request less loan funding in writing as noted on his Master Promissory Note agreement with his lenders. DeVry has no record of Mr. ***** asking to reduce or return any loan funding. Mr. ***** received $20,772 of subsidized loans and $28,365 of unsubsidized loans during his four years of enrollment at DeVry. Mr. ***** also directly received $24,504.57 in refunds during his enrollment time. Mr. ***** has not attended within the last 6 sessions and would be required to re-enroll and have his credits re-evaluated if he wishes to continue his education at DeVry. DeVry's records currently show that he has not reached his aggregate loan borrowing limit, and has approximately $8835 remaining in available loan funding. According to the National Student Loan Data System ("NSLDS"), Mr. ***** currently has his loans consolidated and in repayment with Direct Lending through Sallie Mae and should continue to work with that lender regarding options available to him during his repayment. The contact information for Direct Lending and Sallie Mae are provided below: Direct Consolidation Loans Phone: (XXX) XXX-XXXX FAX: (XXX) XXX-XXXX TDD: (XXX) XXX-XXXX E-mail: ******************@mail.eds.com Sallie Mae for Direct Loans Phone: 888/XXX-XXXX Fax: 800/XXX-XXXX Web site: www.SallieMae.com/EDServicing E-mail: ***********@salliemae.com Office Hours: 8:00 a.m. - 8:00 p.m. (ET), Monday through Friday. III. Summary In summary, DeVry Group finds that all of Mr.******** financial awards were accurately packaged, processed, and disbursed to his student account . Mr. ***** had the options to return refunds received or reduce his loans at any time during his enrollment. DeVry Group does not have the ability, or the authority to forgive loans made by Mr. ***** with his lender that were utilized to cover his educational expenses. Mr. ***** should continue to work directly with his lender regarding any loan repayment options available. Sincerely, ************ Senior Associate, Office of Ombudsman

11/22/2013 Delivery Issues
11/15/2013 Billing/Collection Issues
11/8/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I started attending Keller a while back and experienced some issues in my life that led me to having to drop from my courses on two separate occasions. Keller is trying to charge me almost $4,453.87 for 1 class that I completed and 2 sessions that I was forced to drop. I am disputing the charges from the second session only. During this time I had to move out of my house due to black mold. I have a small child and the stress from everything was overwhelming. I called******* to let him know I had to withdraw during the first week and he didn?t return my call. I hadn?t posted in class since week 1, but was finally able to get a hold of him during week two and which he said he was going to send an email for me to withdraw. I had not received the email and******* ended up withdrawing me in week 3. The online system they have should be able to better define what weeks I attended and accurately charge me for what I have actually attended. Instead, I am being charged for 3 weeks. I still can?t get a hold of my finance counselor *********** but I called anyway to set up payments with ************* in Corporate Office since I know I owe a balance even though I?m disputing it. He told me that the minimum payment is $250.00 per month. I am in no position to pay this amount until January and I told him I could make $50.00 per month until then. ************* told me that there was nothing he could do and that if I can't make the $250.00 per month then the balance will be going to collections. I'm sorry but things didn?t go as planned for me when I had good intentions to go to school and getting my Master's Degree. All I?m asking for is a little compassion. I?m only human and I can not afford $250.00 per month! Who can these days! But for this school not to be able to work with me is ridiculous, because I could be one of those students who won?t pay anything. However, I happen to be a good citizen, mother, wife, employee and student and will own up to my mistakes! I just asked the school to work with me until January and they couldn?t even do that. I want my balance adjusted and to be put on a more reasonable payment plan. I don?t think I?m asking for much! Help me please! I will be contacting the local news if not resolved. Product_Or_Service: 8/21/13 Account_Number: DXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my balance adjusted and to be put on a more reasonable payment plan. I don?t think I?m asking for much! Help me please! I will be contacting the local news if not resolved.

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ October 28, 2013 Re: Case# XXXXXXXX ****** ****** - DXXXXXXXX This is in response to Ms. ******'s complaint to the Better Business Bureau on October 24, 2013. DeVry takes student complaints seriously. Thus, upon receipt of this complaint, it was requested that DeVry's Office of Ombudsman investigate Ms. ******'s concerns. The Office of Ombudsman is the highest level of escalation for student complaints in the DeVry organization. DeVry understands Ms. ******'s concerns to be as follows: 1. She attempted to contact her student support advisor to withdraw from all of her courses during week one of the May 2013 session, however was unsuccessful and was charged for a week three withdrawal. 2. She is unable to make the monthly minimum payment of $250.00 toward her student account and was advised by the Student Account Center that they could not change the minimum payment amount. DeVry understands Ms. ******'s requested resolution for the above complaint to be: 1.To change her withdrawal date to week one 2.Provide a payment plan that she can afford Set forth below is an explanation of the findings based on our understanding of Ms. ******'s allegations and requested resolution. However before addressing the complaint, set forth are the facts DeVry deems relevant to the resolution of this complaint. I. May 2013 Withdrawal According to DeVry records, Ms. ****** was enrolled in the May 2013 session which began on April 29, 2013. Ms. ****** sent an email to her student support advisor on May 18, 2013 requesting to be withdrawn from the May 2013 session. On May 21, 2013 Ms. ******'s student support advisor emailed Ms. ****** a course withdrawal form to complete and return. The student support advisor processed the withdrawal request on the same day and contacted Ms. ****** by phone to advise that her last date of attendance would be May 21, 2013, as this was the date that her withdrawal was confirmed. Ms. ******'s withdrawal date fell in week three of the May 2013 session and therefore based on the Keller Tuition Refund policy she was eligible to receive a 25% tuition refund. The tuition refund of $1,124.00 was posted to her account on June 14, 2013. Upon receipt of Ms. ******'s complaint to the Better Business Bureau on September 12, 2013 alleging that she attempted to withdraw from the May 2013 session during week one of the session, in good faith, DeVry adjusted Ms. ******'s withdrawal to reflect a week one withdrawal on September 23, 2013. Based on the Keller Tuition Refund policy, Ms. ****** was eligible for a 90% tuition refund. Ms. ******'s student account was adjusted and the tuition refund of $4,048.00 was posted to her account on September 30, 2013. After the tuition refund adjustment posted to Mr. ******'s student account, her balance is $2507.92. II. Payment Plan After the initial tuition adjustment to Ms. ******'s student account on June 14, 2013, her account was transferred to the DeVry Student Account Center ("SAC") for payment. Ms. ****** was set up on the standard four month pay plan on June 20, 2013. Her monthly payment was to be $1113.53 due on July 21, 2013, August 21, 2013, September 21, 2013 and October 21, 2013. On August 8, 2013 a SAC representative contacted Ms. ****** to offer her a 23 month payment plan. Based on her student account balance at that time, Ms. ****** would have had a $250.00 monthly payment. Ms. ****** indicated that she was only able to make a payment of $50.00 per month at the time and was aware of the financial consequences of making a smaller payment. After notification of the adjustment to her student account balance, Ms. ****** has requested an updated payment plan. The following payment plan was presented by Ms. ****** and approved by SAC: Month Amount Due Per Month October 2013 $100.00 November 2013 $100.00 December 2013 $100.00 January 2014 - Until a zero balance $500.00 + 1% monthly interest Ms. ****** will need to contact student account center representative Donald Gibson at XXX-XXX-XXXX, extension XXX-XXXX in order to confirm the payment plan above and make the first payment. III. Summary Based on the above, DeVry records indicated that Ms. ****** requested to withdraw from the May 2013 session after week one of the session. However, in good faith DeVry adjusted Ms. ******'s withdrawal date to week one, which adjusted her student account balance to $2507.00. A payment plan conducive to Ms. ******'s ability to pay has been established with the Student Account Center. This written response represents the highest level of escalation under DeVry Inc. Ms. ******'s concerns, as addressed, have been investigated, communicated, and are now considered closed. DeVry trusts this letter satisfactorily addresses those concerns. Best Regards, ************** Senior Associate, Ombudsman Office

10/29/2013 Advertising/Sales Issues
10/22/2013 Problems with Product/Service
10/22/2013 Delivery Issues
10/22/2013 Delivery Issues
10/16/2013 Billing/Collection Issues
10/14/2013 Advertising/Sales Issues
10/14/2013 Problems with Product/Service
10/14/2013 Problems with Product/Service
10/9/2013 Billing/Collection Issues
10/7/2013 Advertising/Sales Issues
9/30/2013 Advertising/Sales Issues
9/6/2013 Advertising/Sales Issues
7/30/2013 Delivery Issues

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