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:12/19/2022
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 says I incurred a debt on November 18, 2018 and owe them $785. I have never done business with this school and have tried many times to get them to stop sending me to various collection agencies.The debt occurred in ********** by someone else with my name. I have never lived in **********. The attached document is addressed to a ******************* in **********, **. But this company keeps sending me (******************* in *******, **********) to collection agencies and then I receive nasty collection notices. This has now happened four (4) times. Please help me to get this school to stop.Attached is the company's letter that was included in the latest debt collector notice.
Business Response
Date: 12/22/2022
RE:Complaint # ********; *******************
Dear ****************:
The University received the BBB notice of this complaint on December 20, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on December 20, 2022 at 9:33 a.m. 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, ** 85040
*********************************************Initial Complaint
Date:11/28/2022
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.
This school has me on collections for monies thru ALREADY RECEIVED from THE US DEPARTMENT OF EDUCATION. I confirmed if the money was received and IT WAS. I dont receive any funds it was a DIRECT LOAN but the REAL kicker is that I NEVER ATTENDED EVEN ONE CLASD. I got sick with COVID and was hospitalized for about a month during this time. How can I owe you something you already got paid for?Business Response
Date: 12/01/2022
RE:Complaint # ********; *****************************
Dear ****************:
The University received the BBB notice of this complaint on November 29, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on December 1, 2022 at 3:42 p.m. 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, ** 85040
*********************************************Initial Complaint
Date:11/28/2022
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 attended **** in 2010, via online to obtain a degree in Hospitality, Travel and Tourism. I completed 24 credits. I attempted to return to college in 2021 and was advised that I would need a copy if my GED. I do not have one and assumed **** would have a copy they could furnish me with. I contacted **** and was advised they have no GED on file for me. I then contacted the *** ********** of *************** and was advised I have no record of ever completing my GED. I then called **** back to inquire how I obtained 24 college credits without a GED. I was advised that the only way I could've been enrolled without a GED or HS Diploma was if I had taken a test. I asked for my scores to that test (knowing I never took it) I was advised there was no record of me taking the test. I confirmed several times qith several.people that in order for me to attend **** I would have needed either my hs diploma, a ged or the test I was never given. I then contacted ********'s defense, because I have $13k I'm student loans for college credits I never really obtained. **** responded thatI "verbally" stated I have my ged, so they let me attend. In a nutshell, I attended school without proper documentation and now have a student loan debt that I cannot get dismissed because **** is saying I verbally stated I have a document that is PHYSICALLY REQUIRED for verification in order for ANYONE to attend their school..Business Response
Date: 11/30/2022
RE:Complaint # ********; *********************
Dear **********************:
The University received the BBB notice of this complaint on November 28, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on November 30, 2022 at 2:32 p.m. 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, ** 85040
*********************************************Initial Complaint
Date:11/23/2022
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.
They lied to me when applying me refuse to fill out a form to certify the course was completed I need this to get my Ged in my stateBusiness Response
Date: 12/05/2022
RE:Complaint # ********; ***************************
Dear **********************:
The University received the BBB notice of this complaint on November 23, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on December 5, 2022 at 8:14 a.m. 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, ** 85040
*********************************************Initial Complaint
Date:11/23/2022
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.
Horrible experience I was lied to by then I took a single course and need it to get my Ged in my state and they refuse to list that I took this courseBusiness Response
Date: 12/05/2022
RE:Complaint # ********; ***************************
Dear **********************:
The University received the BBB notice of this complaint on November 23, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on December 5, 2022 at 8:14 a.m. 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, ** 85040
*********************************************Initial Complaint
Date:11/01/2022
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.
Funds are not being released in a timely manner. I keep getting the run around every 5 days. They keep saying funds were not disputed however that is not true as I have spoken to my loan holder who said the funds were sent on 10/25. Also my employer sent funds on 10/12 of *******. The school is constantly withholding money every semester and not thinking how it affects their students. Especially ones affected by a major hurricane in the last 30 days. We as students depend on this money for tudors and living expenses as directed by student loan expense approvals. The funds were scheduled on 10/27. They were received on 10/25. Yet still I have no funds .Business Response
Date: 11/07/2022
RE:Complaint # ********; *************************
Dear **********************:
The University received the BBB notice of this complaint on November 1, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on November 7, 2022 at 9:56 a.m. 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, ** 85040
*********************************************Initial Complaint
Date:10/28/2022
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.
This school is very incompetent! The student financial services office claims my direct plus loan was denied when the department of education clearly sent an approval with my endorser. I spoke with financial aid on 10/12 and she acknowledged she was wrong about it being denied and that I only needed the credit counseling which was done and sent to the school. I kept checking back in utilizing chat asking about financial aid and they kept repeating it takes 10 days to get awarded after your first attendance post. Well today, ten days after my attendance post, my loans still show as cancelled. I called financial aid today 10/28 and she stated that it was denied which once again IT WAS APPROVED and I have PROOF from the department of education. If a school cannot even be in alignment with the department of education, it should not be allowed to remain open. Please review PROOF of everything below. This need to be updated ASAP or Im believing this school is providing misinformation and refusing me full rights to funding.Business Response
Date: 11/03/2022
RE:Complaint # ********; *************************
Dear **********************:
The University received the BBB notice of this complaint on October 28, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on November 2, 2022 at 1:39 p.m. 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, ** 85040
*********************************************Initial Complaint
Date:10/22/2022
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.
Good afternoon.My name is ********************* and I would like to appeal the decision of me being Academic Disqualified. I attended your school back in ******************************************** 2022 I would be on Academic Probation after 6 years of not attending your school. I was sick back in 2016 which caused me to fall behind. At that time I was unaware of getting extensions to help me succeed. I feel like this last semester should be my first strike to put me on AP since I was unaware where I stood until after I started classes back with you all. I am disabled and I now able to take on my schooling and make my GPA as needed. I would like for all of these issues to be taken into consideration and I am given another semester to prove myself as I am not the same person I was 6 years ago. I am not the same person I was 6 years ago due to my sickness. I would like to be given another chance to prove myself. I may not be alive in 3 months or even 6 months, and I would like to keep trying to better myself while I can. Please allow me to continue with you all. I am feeling better and ready to take on the next class with all my heart and faith. I will not let you all or myself down if given another chance to stay in classes. Please help me stay on track so i can reach the finish line. Thank you for taking the time to listen. Have a great day.Business Response
Date: 10/31/2022
RE:Complaint # ********; *********************
Dear **********************:
The University received the BBB notice of this complaint on October 23, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on October 31, 2022 at 8:37 a.m. 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, ** 85040
*********************************************Initial Complaint
Date:10/21/2022
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 joined this university in 2019 living in Washington. I made them aware that I was a military spouse they made it seem like this program was cater to military and spouses then we orders for us to move to the state of Virginia I made the university aware of the move they change the person I was working with. In 2021 they noticed that I was almost finished with all of my credit courses because I was taking two classes at a time there and one at their partner school. so I was on the fast track it wasnt until that time did they let me know that because I change states that I was required to do more.so I had to pass 4 state test in order to even do my student teaching to get my bachelors so at this point I became emotionally ***et overwhelmed because now my husband is doing work *** and then deployed so I am acting as a single parent, working a job and so I spoke to them and made them aware of how I felt. No help so I took a step back and was waiting for my husband to come back to study for my testing. But we have orders to leave again I notify the school and they say that state requires more so even though I only had eight credits left they already me walk the stage I would have to go back 80 credits to even be able to complete the schooling because Im moving I got ***et so they said well theres another program I could switch to but have to send appeal. I would have to get nine credits and pay out of pocket and cannot use my VA funding even the VA says otherwise. after pouring my heart out to them and make them understand whats needed to be done theyre still not willing to help me or letting me switch programs saying that I have to find all this documentation for them And even then they still may not approve the program when I asked to speak to someone else no one is available and so they just say things to try to pacified me in but cant explain to me why I just cant switch to that program and it does not allow why was it told to meBusiness Response
Date: 10/26/2022
RE:Complaint # ********; ***************************
Dear **********************:
The University received the BBB notice of this complaint on October 21, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on October 26, 2022 at 9:16 a.m. 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,
University of Phoenix
Resolution Services
4035 ******************************************************************, ** 85040
*********************************************
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