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
- 106 total complaints in the last 3 years.
- 33 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:09/17/2025
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.
Good day! I hope all is well. My name is ***** *********. My IRN is **********. The reason for my email is to file a complaint against the University of Phoenix. I am very disappointed in the financial aid department. My number one concern was financial aid. The first red flag was during the application process. I was told financial goes directly into my account first. I would pay for college after receiving aid. This didn't sit well with me. The representative apologized on a future call. I accepted because he worked in a different department. I was informed of a risk-free period (The risk-free period holds financial aid for ***** days). This is for first time college students. Submitting a 24-credit transcript waives the risk-free period. I paid to for my transcript and received waiver. I'm very disappointed because many financial aid representatives were not honest. Many representatives informed me disbursements starts after attendance. I was informed after week one funds would start processing. Many conversations with the same representatives. The point of me paying for my transcript was to get financial aid earlier. The funds were sent to the institution (According to the department of education). I am disappointed representatives are dishonest to get students to sign up. Only representative was honest. I spoke to the honest representative after college started. I refused to believe the honest representative (The dishonest financial aid workers outnumbered the honest worker). I'm requesting for the university to release my financial. I'm not happy the university's financial aid process. The school doesn't release all the financial aid at once. They break it into eight payments per class per year. I was going to use the funds to buy a laptop. This is extremely disappointing. They are saying Nov 17 before funds are disbursed. It's usually the second week with other colleges. Thank you so much for your time. I hope everyone have a wonderful day.
Business Response
Date: 09/25/2025
RE: Complaint # ********; ***** *********
Dear ******* *******:
The University received the BBB notice of this complaint on September 18, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on September ******* at 8:59 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: 09/25/2025
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:09/06/2025
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.
Business is requesting $550.98 for tuition ($355.98) and resource fees ($195.00) for an online class in which I attended 2 days (September 1st, 2nd) and dropped out by September 4th. They are requesting that this money be paid by 07/06/2026. The Business has made no attempt at resolving this. The gist of my complaint is that I attended one day of class, they advertise Masters level work which I was not given and so I dropped out the same week 3 days later, I did one *************** and one quiz (not on any related material) there where no resources provided no lectures and no book (All of the links for books were for free open source textbooks) I reserved nothing. They claim that the reason why I have to pay them this is because I posted attendance for one week, even though I only did work and went into the Blackboard classroom for 2 days, which they have evidence of. In addition to this, they advertise a flexible class schedule, and when I attempted to go from one class to two, they did not give me a straight answer on how that would work, told me that it might not be possible, and told me I had to wait until the end of the second class. I believe this was an attempt to prevent me from dropping out if I found out after two classes that I would have to continue taking one class at a time, thereby allowing them to charge me for two full classes, which I consider dishonest.Business Response
Date: 09/12/2025
RE: Complaint # ********; ****** *******
Dear ******* *******:
The University received the BBB notice of this complaint on September 7, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on September ******* at 1:03 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
***********************************************************************Customer Answer
Date: 09/15/2025
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:08/26/2025
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 filled out my financial aid as requested and i have been in my classes for over a month July 15, 2025 they claimed they received my information but hasn't gotten around to mine it just says to be determined. One ***resentative said it had to be fixed another said nothing is wrong They filled out a ticket to review my account that was 18 days ago. I'm in the last block classes and the classes are not paid for yet. they say keep checking the portal. i have made attendance, and I'm currently up to date with my attendance. a financial aid *** was completely rude. usually, the classes would have been paid for and excess funds sent; nothing has been determined because they have been back logged allegedly which is a lie. this is causing financial strain and i already have health issues which is making this process worse. on the portal it says funds were received but cancelled, but they claim this not true, i received in the very beginning from financial saying not worry that i can continue classes and funding will be rewarded. but nothing as of yet.Business Response
Date: 09/03/2025
RE: Complaint # ********; ******* ******
Dear ******* *******:
The University received the BBB notice of this complaint on August 26, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on September 2, 2025 at 9:06 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:07/21/2025
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.
LOOK, I am not trying to be rude or hateful but I have been nothing but patient for way to long and here it is time for our next financial aid loan to be released and I haven't heard anything from you all other than when I chatted trying to find out the status of where my money is and this is getting to be insane and I am quite frankly tired of the excuses. I have never been to a college that has so many issues only when it is time for the financial aid excess funds are meant to be sent out. I have been attending college here for quite a while now (I have over 60% of my classes completed) and it seems that every other month there is some type of issue or you guys claim a technical issue when we are waiting on our money. I am a single mother to four babies and every ***** literally counts for us and now the money that I counted on and thought we would have already had four weeks ago still isn't here and to me it looks like it's not coming and no one will answer my questions or tell me where the heck my money is. I need it and deserve to have MY money sent to me immediately according to my billing section of the financial aid portal it was sent to my bank on the 9th of july and the lady with your financial aid department on chat said they had to get all the money back from the banks due to incorrect amounts being sent. I NEED MY MONEY. This is ******* ****** and I am a studentBusiness Response
Date: 07/24/2025
RE: Complaint # ********; ******* ******
Dear ******* *******:
The University received the BBB notice of this complaint on July 21, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on July 24, 2025 at 12:06 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:07/17/2025
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 am writing to formally file a complaint against the University of Phoenix regarding significant delays in the processing and disbursement of my federal financial aid.I initially submitted all required financial aid verification documents on June 23, 2025, and, upon request, resubmitted them on July 7, 2025. I was assured that the matter would be expedited and resolved within 10 business days, by July 17, 2025. Despite confirmation that my loan funds have already been processed by the ***********************, I have not received the funds or a clear explanation for the ongoing delay.This situation is creating serious financial hardship. As a full-time student who is also responsible for fully supporting myself, I rely heavily on financial aid to cover basic living expenses such as rent, food, and utilities. The delay has placed a significant strain on my ability to meet these obligations and is affecting both my academic performance and mental well-being.Business Response
Date: 07/24/2025
RE: Complaint # ********; ****** ******
Dear ******* *******:
The University received the BBB notice of this complaint on July 17, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on July 24, 2025 at 2:23 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: 07/24/2025
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:07/11/2025
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.
Date: July 11, 2025Re: Formal Complaint Against University of PhoenixI am submitting a formal complaint against the University of Phoenix regarding false and misleading advising related to the conversion of my work experience into academic credits. *** PROGRAM.**Actions Taken:** Relying on the guidance provided, I submitted a detailed *** portfolio, paid all associated fees on [submission date], and invested considerable time and effort into the process.**Outcome:** The university refused to award any credit, stating that my experience did not align with academic requirements, which contradicts the assurances made by advisors earlier in the ***************************************** I incurred significant expenses for the *** submission and evaluation based on the university's promises. Due to the rejection, I must now complete additional coursework, which delays my degree progress and incurs further tuition costs.- **Emotional:** I feel misled and disillusioned by the institutions failure to uphold its representations.**Policy ************************ Statements**University materials and advisors promote the *** as a method to save time and money by converting work experience into academic credits, as outlined in their admissions and credit transfer documents.However, press and regulatory findings have revealed that the University of Phoenix has previously engaged in deceptive practices. In 2019, the ************************ fined the university $191 million for misleading students about employment relationships, highlighting a pattern of misrepresentation.**Resolution Requested**To resolve this complaint, I respectfully request the following:1. A full refund of all ***-related fees, totaling over $5,000.2. A transparent peer review of my portfolio based on qualifications. Academic adjustments to prevent further delays in my degree progress, consistent with the original advising.Thank you for your attention to this matter.Business Response
Date: 07/16/2025
RE: Complaint # ********; ******* Holmes
Dear ******* *******:
The University received the BBB notice of this complaint on July 11, 2025.? We have completed a thorough review of the concerns and provided a response directly to the student on July 16, 2025 at 2:38 pm AZ time 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.?
University of Phoenix
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
Resolution Services
*************************
Phoenix,AZ 85040
Phone: ************
Email: ***********************************************************************Customer Answer
Date: 07/20/2025
Good afternoon, this was the school's response. I am not satisfied with the response, because the school isn't taking accountability for the false information and adherence to the policy. I had provided a written response twice and the school claims they never received it. also, I provided proof of training hours as well as written letters and the refused to honor the training hours and provide the proper credits. I will be talking my complaints to a higher authority.
Thank you,
******* ******
IRN: 401758681
Dear Ms. ***************** received notice of your inquiry filed with the Better Business Bureau (BBB) concerning your account with ********************. To respond to a third-party requires a release under the Family Educational Rights and Privacy Act
Prior Learning Assessment (***) is an option for students to potentially earn assessed credits toward degree completion at no cost to the student. All prior learning must have academic equivalence to college-level learning to be awarded credits and credit is awarded based on clock hours or academic content equivalence as determined by *** Assessment evaluators, or appropriate party within the University. Information on the *** eligibility guidelines and evaluation process is found in the Academic Catalog and on your student website under the Academic Plan tab.
A review of your student files indicates you were appropriately advised by **************** and the *** teams regarding *** opportunities, submission processes, expectations and follow up. For additional questions about the *** process, please contact *** at *********************************************************.
Thank you again for reaching out to ******************** We wish you the best in moving towards degree completion. If you have any questions or information you would like to submit for additional consideration, please do not hesitate to reach out to our office at ***********************************************************************.
Sincerely,
***** ********, MBA
Academic Research AnalystBusiness Response
Date: 08/07/2025
RE: Complaint # ********; ******* ******
Dear ******* *******:
Thank you for the additional correspondence. The University is in receipt of the BBB notice, and we responded to the student accordingly. We have requested the student to contact our department at ********************************************* with any additional inquiries as we continue to review the account.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, *******;85040
*********************************************Initial Complaint
Date:06/17/2025
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 earned/awarded a scholarship ***** from the Oglala Sioux Tribe. On June 3, 2025 the tribe sent my award of $1000.00 to my school, but the school still has not released distributed the money and/or sent the funds either to my tuition or to me as an excess fund. They continue you to send me guidelines and tell me that the award is under review. This is not the first time I have recieved this award and I have not done anything to deserve being reviewed. I earned that money and they need to release that money.Business Response
Date: 09/02/2025
The University received the BBB notice of this complaint on 8/25/2025.? We have completed a thorough review of the concerns and provided a response directly to the student on 8/27/2025 at 10:31 to 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,
Initial Complaint
Date:06/09/2025
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 school has not yet got my credits transferred so I can get my real schedule for class they have had the transcripts since the 19th of my, I have called and asked about this matter numerous time I have also asked to speak to my **** and the academic advisor ******* refused to give me the information as a student I have that right.Business Response
Date: 06/12/2025
RE: Complaint # ********; **** ****
Dear ******* *******:
The University received the BBB notice of this complaint on June 9, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on June 12, 2025 at 9:02 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:06/03/2025
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 attend university of phoenix on. may ******* I was to have my class paid for and receive my access funds, I waited week as they display on my financial aid portal department of education was causing a delay and would fix problem , I call department of education they assure me they had nothing to do with the hold up it was the school and could not understand why school would say its them since school disburse funds,I have been getting the run around for weeks on June ******* I'm suppose to get class paid and access funds July ******* class is suppose to be Pais for and access funds as of august 2025 I graduate, I'm so tired of school not telling the truth, one representative in financial ad admitted that it was school fault,Business Response
Date: 06/09/2025
RE: Complaint # ********; ****** *******
Dear ******* *******:
The University received the BBB notice of this complaint on June 3, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on June 9, 2025 at 12:49 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:05/05/2025
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 been withholding my loan for my classes. They keep giving me the run around about my excess funds. I received my pell ***** ***** 27th and it was applied to my student account. It showed my loans was received the same day on the student portal. Suspiously my loan date changed to May 5th and im still waiting on my excess funds. They applied the pell ***** and I still owed $444.00 and already in my third week in my next ********* they saying I could expect my excess funds by May 17th. Just so happen that my current class ends May 26. They have gotten the loans and have paid the $444.00 for my current class. It seems as long as they get paid, they do not care about their students well-being. Why hold loans I have to pay back .Im in desperate need of another laptop because the one I have battery life is short. The library here is closed for remodel and Im having a hard time keeping up with my homework. Something is not adding up.Business Response
Date: 05/09/2025
RE: Complaint # ********; ****** Turks
Dear ******* *******:
The University received the BBB notice of this complaint on May 6, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on May 9, 2025 at 1:59 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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