Important information
- Customer Complaint:Recently, BBB has received complaints for this company that allege billing, product, sales, and customer service issues. Complainants allege that this business may misinform them regarding the cost of attendance at the university and the amount of financial aid that may be available to the student. Some consumers report that the company may overcharge for classes. Other complainants state that the company may fail to respond to the customer when problems arise. In addition, when complainants ask the university to explain additional fees or tuition amounts on their account prior to paying the fees, the company may send the student’s account to collections without an explanation. Furthermore, some consumers report dissatisfaction with the quality of the academic programs, the professor’s lessons, and the attentiveness of the advisors employed by the university. At this time, University of Phoenix is responding and resolving all BBB complaints.
Complaints
This profile includes complaints for University of Phoenix's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 109 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had on going problems with this school since before I started. I initially registered back in September of 2024. At this time they requested that I submit a professional judgment to continue and use financial aid. This was completely fine with me. I have done this before and have never had an issue. When i submitted they tried to tell me that having a child and postpartum depression was not an eligible reason to not complete credits at previous schools. I literally placed the same answers that I did for the previous school I went to because my reason never changed! This was eventually approved. I ended up not starting until 2025 due to me taking classes else where and I wanted to finish. I called and spoke with my enrollment representative who began initiating my enrollment for October of 2025. The process seemed so easy and like it would be a breeze this time around. I continued to be told that I was OK to start on October 14 and that I would be able to see my classes 1 week prior to starting. 1 week before class, I noticed that my class was not showing. I called multiple times throughout the week and was told something different EACH time. I was told I would see my class in Wednesday , then it was call back on Friday. NO classes were showing. I was then told that I needed to RE APPLY. ONE DAY before my classes started. I ended up speaking with a manager to get it pushed through due to the error on THEIR end. I was ALSO told that after my FIRST class I would be able to start doubling up on classes. One week before class starts now I am being told that I have to wait until AFTER my second class AND I have to submit an appeal to have it done otherwise. I have to wait SIX classes before they will do it on their own. WHICH WAS NOT TOLD TO ME! I was specifically told that after my FIRST class it would be reviewed and if I passed I would be able to start taking 2 classes at a time. NO ONE can see this information which is MIND boggling and overly discouraging!
Business Response
Date: 11/19/2025
RE: Complaint # ********; ******* *******
Dear ******* *******:
The University received the BBB notice of this complaint on November 12, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on November 17, 2025 at 2:53 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:11/04/2025
Type: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.
10/23/2025 my funding was not released I was informed that grades needed to be confirmed prior to releasing funds and that was completed on 10/24/25 I had to do verification back in September which was also completed now im being told that the verification is stuck in the system and they are unable to release funds even though both the grades and identity verification have been completed. I have since contacted the university 5 separate times to finally be told a help ticket will be submitted well that leaves today I was told it can take up to 22 days to be resolved then an additional 14 days for funds to be released this is truly unacceptable especially during the shutdown. I have never had any issues issue with university of phoenix but this has truly been off putting for me.Business Response
Date: 11/12/2025
RE: Complaint # ********; ****** ******
Dear ******* *******:
The University received the BBB notice of this complaint on November 5, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on November 12, 2025 at 12:03 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:11/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started going to school with the university of phoenix (online) in June of this year (2025). I had to verify myself before I started school. Which I felt was normal. A month after starting I received my first school check and my classes were paid for, but the following month the university withheld my financial aide until I verified myself once again. It was a little frustrating because I just had done this a month prior, but I did verify myself once again. They have now withheld my financial aide once again stating I have to verify myself again. I have now done that two different times in the month of October. My classes have not been paid for, for the month of October and I have not received my school check either. It is now November, I cant start or finish any of my classes because they still have not been paid for through my financial aide. I am a single mom of four kids. I have custody of three of my siblings. I rely on my financial aid to pay for my classes so that I can go back to school to further my education, that way I can work in a workforce that can financially help me better my situation with my children and sibling. I am currently just a student of the university and a parent to my children and my siblings. I do not work so I also rely on the school check to help with paying bills and taking care of household things. I dont know what to do going forward as I am unable get in touch with anybody through the university to find out what is actually going on . The people I have been able to talk to have also verified that I have also verified myself and done the correct procedures. moving forward if there is any way that anybody working with the Better Business Bureau could help me in my situation, establish an understanding between myself and university so that I can go forth with finishing my classes. It would be greatly appreciated.Business Response
Date: 11/06/2025
RE: Complaint # ********; Shaaniqa ****
Dear ******* *******:
The University received the BBB notice of this complaint on November 4, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on November 6, 2025 at 10:15 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:10/30/2025
Type: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 have been attending this university since 2023. I have 75/120 credits to complete my degree. Randomly I was selected to verify my identity. I verified and was sent an email about my verification success. I reached out to the compliance department because Im told they can only help me. No one answers the phones. Its a voicemail you leave a message and wait for a response. I have been contacting them. They told me 1 week ago that my identity wasnt verified. I never heard anything else. I wrote an email stating that Im pregnant and this process is causing immense stress on me. Which it is. No one ever said anything. I also called and left a message trying to find out whats wrong. No call back nothing. Its been a week since Ive heard anything else. They stopped my financial aid and all of my classes. For no reason whatsoever. They threatened me and said if Im not validated they will make me pay for everything. I have no money. I thought going to this university was a good thing only to find out when youre close to graduating they try to find a way for you not to graduate. And they keep any money theyve received and I will have to pay back the department of education for everything. So now not only have I wasted my time with this university, they are putting me in a hole that I wont be able to get out of.Business Response
Date: 11/03/2025
RE: Complaint # ********; ******** ********
Dear ******* *******:
The University received the BBB notice of this complaint on October 30, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on November 3, 2025 at 6:59 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Customer Answer
Date: 11/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******** ********
Initial Complaint
Date:10/28/2025
Type: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.
The university of phoenix has an issue each and every semester with excess funds and financial aid. Well the school get their money form Fsfa and then when its time to disburse excess funding to students in refund checks they claim to have system issues within the university of phoenix each semester. They always say its a system glitch etc. the dates are never whats posted on student accounts. This seems fraudulent being that so many students from around the world who attend this school have the same exact complaints even from this month alone. Im def changing schools as *** come so close to finish with only 2 classes left. However I cant afford to continue to play with the university of phoenix.Business Response
Date: 10/31/2025
RE: Complaint # ********; ******** *******
Dear ******* *******:
The University received the BBB notice of this complaint on October 28, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on October 31, 2025 at 1:42 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:10/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called in 10/1 to inquire about courses with **********, I spoke to someone who explained the process and assigned 2 different accounting courses. He stated that once I'm finished with those courses to call back in to get my next 2. He also stated that I can do 6-7 courses with ******. I called on 10/6 to get my next 2 classes as I completed the other courses. He informed me that I could do any 3 elective courses along with Principles of Marketing. He said after that I could only do 1 more class with ******. I told him I'd go over the classes and call back in to confirm which elective courses I want to do, in the meantime I focused on completing the Principles of Marketing course. I called in to confirm the classes however, the call was disconnected. I received an email that said he would call back the following day and never did. I called in once again and spoke to someone who confirmed the 3 elective classes. I then spoke to a woman on 10/13 & I informed her that I completed my Principles of Marketing course along with my 3 elective courses (Introduction to Nutrition, Conflict Resolution, Introduction to Information Technology) and was wanting to ensure there weren't any more classes that could be taken with ******. She stated I could take an Art History 1 class that would take LDR 305T off my schedule and Developing Effective Teams which would take SCI 112 off my schedule but she did inform me that class is only 1 credit. She confirmed everything with a colleague since I wanted to ensure this was correct information.After completing 15 different tests, writing 2-5 page essays, I'm now being told by a new *** that it looks like the ***s I spoke to previously lied about the classes and credits that were coming over. A perfect example is with the Introduction to Information Technology which was a 3 credit class yet, I was only awarded 1 credit. IRN ********** - 7 CREDITS MISSINGBusiness Response
Date: 10/28/2025
RE: Complaint # *******; ******* ******
Dear ******* *******:
The University received the BBB notice of this complaint on October 20, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on October 28, 2025 at 10:33 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix,AZ 85040
***********************************************************************Initial Complaint
Date:10/19/2025
Type: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.
The University of Phoenix has such shabby financial business practices! My finances (financial aid, amounts due, loans) - EVERYTHING including my student finances have been incorrect and are still continuing to be incorrect. Money is magically being used and going missing, constantly leaving me with a balance due, despite having full financial aid and max amount of student loans! I am year 3 and this has been a continuous issue for so long now and I have long been frustrated with it. Every time I call or ask questions regarding finances and why there is constantly a balance due but I am still not receiving my federal Pell ***** nor my excess funds, I am given the run around. I get conflicting answers from every financial advisor that I speak with! *** is and has mismanaged my funds, and according to other students and online reviews, I am not the only one experiencing these issues!Business Response
Date: 10/27/2025
RE: Complaint # ********;****** ******
Dear ******* *******:
The University received the BBB notice of this complaint on October 19, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on October 27, 2025 at 1:42 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix,AZ 85040
***********************************************************************Initial Complaint
Date:10/14/2025
Type: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.
This so-called university is a complete scam. I earned my bachelor's degree from the University of Phoenix, and ever since deciding not to continue with them, they've gone out of their way to make my life miserable. They've placed a bogus FERPA hold on my account, cutting off my access to everything including my own academic records. I've been stonewalled at every turn, forced to "re-verify" my identity multiple times, only to be ignored, bounced between departments, or hung up on. No one seems to know whats going on, and they just keep pointing fingers first at ******, then at some imaginary hold that doesnt even exist.The level of incompetence is staggering. I wouldnt recommend this place to my worst enemy. They took my money, gave me the runaround, and discarded me the moment I stopped handing over tuition. Its disgraceful, unprofessional, and feels like deliberate sabotage. This institution clearly doesnt care about its students just the checks.Business Response
Date: 10/21/2025
RE: Complaint # ********; **** *****
Dear ******* *******:
The University received the BBB notice of this complaint on October 14, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on October 21, 2025 at 2:17 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Customer Answer
Date: 10/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would isnt satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** *****
Initial Complaint
Date:10/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had nothing but issues getting the excess funds that are owed to me. I started class July 1, was supposed to have a payment by then. I did not receive my first payment of MY funds until August 18. This time around, I was supposed to receive my funds September 18. Then the the date changed to September 30. Today is October 11 and still no funds. When I contacted the financial aid department, I was told they opened a case but it could take up to 14 days. I contacted them again two days ago, and was told it could be 37 days until it is resolved. These are my funds. The first time around I had to limp through classes with an outdated PC and a Chromebook because I did not get my funding to get a laptop to meet the specs THEY require. This time around I need these funds which were promised by a certain day to keep my Internet and power on to continue taking my classes. This is causing me a lot of stress, affecting my class work and mental well.being.Business Response
Date: 10/17/2025
RE: Complaint # ********; **** ********
Dear ******* *******:
The University received the BBB notice of this complaint on October 11, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on October 17, 2025 at 3:04 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Customer Answer
Date: 10/20/2025
The response is not satisfactory. There have been nothing but delays and excuses concerning my financial aid and excess funds. They need to get my funds paid out. They are over a month late.Business Response
Date: 10/24/2025
RE: Complaint # ********; **** ********
Dear ******* *******:
The University received the follow-up comments submitted by **** ********. The University provided a response to the complainant on October 23, 2025 to the email address provided to the BBB. We encourage them to review the response provided. Please let us know if anything additional is required.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:10/07/2025
Type: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.
The University states that funds are disbursed to them on a course by course basis and excess funds are disbursed also. I have attended the school for 4 courses and only received 1 excess funds disbursement. Every time it reached the date for disbursement, they change the date and tell me it is an issue with ***********************. I have reached out to the *********************** and they told me the exact date and transaction number when funds were disbursed.They advertise this process is to eliminate the school from holding large sums of money. I believe they are using false advertisement and they are performing fraudulent activity.Business Response
Date: 10/15/2025
RE: Complaint # ********; ***** ******
Dear ******* *******:
The University received the BBB notice of this complaint on October 7, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on October 14, 2025 at 2:39 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************
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