Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I am seeking to obtain a bachelor's degree, I registered for a course at Athabasca University in late October 2024. The course was Philosophy ***. I withdrew from the course almost immediately - within the first **** days, not having opened any of the course materials or visiting the course website. I paid $***** for the course and believe I'm entitled to a full refund. I was refunded $*** within * weeks, with the $*** difference being the textbooks that I received.I did not open the textbooks and sent them back using Purolator in their original packaging - which was to *******, and I live in *******. I received the textbooks when *********** was on strike and sent using an alternate delivery carrier in order to meet the deadline, paying extra fees for this, close to $***. I received only $** from this book return, with $*** missing. When I contacted Athabasca, I was told this was a course withdrawal fee. When dropping the course, it did not say anywhere that this exorbitant fee was going to be charged.I am seeking the $*** back plus the $*** courier fees because I did not participate in the course in any way nor open the textbooks. I believe the charge is excessive and in bad faith for a university to claw back from students who drop a course soon after registering. I have attached the email communication I received from the ****************************** at Athabasca.

  Customer Answer

  Date: 18/08/2025

  Re-attaching email communication with business in question.

  Business Response

  Date: 28/08/2025

  I have reviewed the student records and issued refunds and found that they follow Athabasca University policy and were applied appropriately.

  
  The student did with draw from the course prior to the start date, however our regulations state that if you withdraw prior to and up to ** days after the course contract start date, the course will not appear on your transcript and you are eligible for a refund of course fees paid, less the Course Withdrawal Processing Fee ($***) , the *************** Fees ($*****),and the Course Materials Fee ($**), unless the materials are returned as per the Course Materials Returns and Refund Policy).

  
  While it is unfortunate that the student had to return the course materials during a postal strike and paid an additional $*** our regulations also state that the student is required to pay the postage on any returned materials. Athabasca University pays the cost to get them to the student, but not for returns. The course material fee was refunded once the materials arrived. 

  
  If a student were to experience an extenuating circumstance leading to this early withdrawal, Athabasca University has an appeal process available for exceptions to these policies where circumstances warrant this. This student did not submit an appeal for consideration.

  
  This would follow our publicly available regulations regarding course withdrawals and refunds found in several places on our website and our calendar (I attempted to add links but this function is unavailable and takes me over the work count.

  *************************************************************************************************************************************

• Initial Complaint

  Date:15/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed to take graduate levels courses as I already have a masters. I enrolled in their open studies courses. It was not clear on their website that I would not have access to their graduate levels courses through open studies. When I realized this I tried to contact the university. I tried to contact them several times by phone and email to resolve the issue and after weeks never heard back. So I filed a dispute with **** and had my money returned to me on the basis that they did not provide the services they claim to provide and also did not contact me back to resolve the dispute. Once I had the money returned to me by ****, all of the sudden I started getting calls from athabasca university. It's interesting that when I was trying to resolve the dispute they never once called me but when my money was refunded to me all of a sudden I was being pestered almost daily to repay the admission fee. I was told to file a dispute through a student form. I tried to fill it out and it wouldn't submit. I let them know it wasn't working and they told me to call them. I called them and they never returned my call. I left a Google review of 1 star and explained the above. They left a comment asking me to email them. I did and they never responded. However, this has now been moved to collections and I am being harassed by a collections agent. It's not ok. They never once contacted me unless it was to try to get the money back from me. Never once did they hold themselves accountable or try to resolve the dispute.

  Business Response

  Date: 19/06/2023

  We have reviewed the case and have agreed to make an exception to our policy regarding this issue.   We have notified our collection agency and removed this file.

  Customer Answer

  Date: 19/06/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20191563, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ********* *********
  

• Initial Complaint

  Date:27/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the summer of 2022 employee ***** ******** attempted to block my enrolment unless I followed her instructions. I conducted research in her demands as it relates to Alberta student aid and was informed that she was incorrect and to not change my application as per her instructions. I then spoke with her supervisor who admitted *****’s behaviour was inappropriate and she was wrong and we agreed that she would no longer be allowed to contact me as she is only interested in creating conflict. I was then provided a single point of contact. The single point of contact then told me I would have to engage with ***** regardless of the agreement that due to her ongoing harassment I would no longer have to deal with her. I then stated that it was unacceptable and I would call for her dismissal from the organization as she continues to provide directions that are wrong and not consistent with her obligations. She has also repeatedly attempted to claim I was not being honest though all documents show I have been completely honest and forthcoming. Athabasca University has refused to speak with me as it relates to this matter and has issued penalty to me for making a complaint and stating my belief that the employee should be terminated. I have requested multiple times that my complaint be investigated and attempted to complain to the university appointed Ombuds who didn’t initially respond to emails and then stated she couldn’t help failed to investigate the matter or discuss it properly. She then stated that I was uncooperative and that the employee did nothing wrong contrary to fact and documented proof including the government contacting them and telling them they were wrong.

  Business Response

  Date: 08/12/2022

  The matter has been escalated to Athabasca University's  legal counsel and they have been in contact with the student.

  Customer Answer

  Date: 08/12/2022

  
  
  Complaint: 18467359
  
  
  
  I am rejecting this response because:Athabasca University has simply had their legal counsel repeat previous statements and as of todays date have refused to enter into any meaningful discussion and have refused to discuss their employees conduct or follow their own policy and procedures. This will only be resolved by open communication and they are welcome to have their legal counsel present.
  
  
  
  Sincerely,
  
  
  
  *** **********

  Customer Answer

  Date: 09/12/2022

  I have spoken with the Ombuds office their official response which I have in writing is they could not address issues as it relates to employees as it would be inappropriate. They also were to look-into the issue of an employee changing information on my student loan. The Ombuds office failed to follow up and look into the issue and simply replied after I placed a complaint about the employee with inaccurate information contradicted by the Government Alberta and not consistent with any documentation I have currently completed a FOIP request and I am awaiting a reply. The Athabasca Student Union also stated that the Athabasca Ombuds does not really look into or action complaints and are ineffective in the resolution process.