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:09/17/2024
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.
At the end of April, the financial department informed me that I needed to complete a loan reaffirmation through ******. After the application took 8 weeks to process the application, ****** informed me that i did not need a loan reaffirmation. After contacting the university, they stated once again that i did need a loan reaffirmation completed. I contacted ****** again and they processed the application again, which took another 8 weeks. After contacting ****** again, they informed me that they did a thorough investigation and have confirmed that i did not need to complete a loan reaffirmation and had the green light for student loans and there was no issue. I contacted the university again and they stated they did not receive the update even though ****** states they had forwarded them the information. I emailed the the confirmation drom Nelnet as i was instructed on August 19th. I called on September 9th and was instructed that the issue would be escalated to be expedited and there should be an update on September 13th. On September 17th i called the University again and was instructed that there would be an update in 5 more business days. The lady also told me she would send the account to management for a rush processing because it was NOT done before. I have been dealing with an unnecessary hindrance to my education for 5 months with no solution. This is impeding my education and employment as well as my ability to care for my family. This situation was 100% avoidable as ****** informed me after their investigation that i never needed it in the first place.
Business Response
Date: 09/25/2024
RE: Complaint # ********; ******* ********
Dear ******** ******:
The University received the BBB notice of this complaint on September 17, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on September ******* at 12:59 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
***********************************************************************Initial Complaint
Date:09/03/2024
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 the University of Phoenix online for the past two years seeking my Secondary Teaching Credential and Master's Degree and it has been nothing short of awful! The school is not upfront with expectations, deadlines, and is always behind with processing documents and financial aid. I have jumped through countless hoops to keep attending t his school even with their lack of support (because other Universities are unable to accept all of the credits that I already have). Over the last two months, I needed take courses (quickly)- at a different college (I may add) since University of Phoenix did not offer them. These were needed in order to continue my program in the next segment of classes and was told to get my official transcripts sent over ASAP. I overnighted them a week ago, and got confirmation that they were accepted and signed for. When I called the school to see when they would be added to the account, so that I would be able to continue courses on time- they were extremely rude and said they were behind. Meanwhile, my credential with my employer expired- and now I am forced to resign my official teaching position because they are "behind on paperwork." I have talked to countless people who disconnect me or transfer my call to someone else. All that needs to be done is for someone to upload my transcripts into the system so I can receive a letter of recommendation for an intern credential (which I have earned and met all requirements for)- so that I can get my job back. This school is completely unprofessional, predatory, unorganized, and horrible to work with. Since I am forced to continue working with them, I am requesting help getting the transcripts processed and the internship recommendation processed- since they will not help me. I have many emails, chats, and they have recorded phone calls to prove this. Thank you for your help.Business Response
Date: 09/05/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on September 3, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on September ****** at 2:07 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: 09/05/2024
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.
The current issue is said to be resolved by the University in 2 business days.
Regards,
*******************************
Initial Complaint
Date:08/27/2024
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 an issue with my financial aid at the university of phoenix. I was given last year 2023 in excess funds. In the amount of $3200 and $3100. In excess funds. This year I was only going to get $2.68 that is totally unacceptable. I had to increase my loan by $2200 to get $1097 in excess funds. I dont know why the university of phoenix are changing how the courses are paid for.Business Response
Date: 09/03/2024
RE: Complaint # ********; *************************
Dear *****************************:
The University received the BBB notice of this complaint on August 27, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on September 3, 2024 at 11:07 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:08/16/2024
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.
After years of attending the University of Phoenix and after faithful payments of over $30,000.00 in tuition fees. The University has sent me to collections over a balance that was supposed to credited by the school. In addition I have been sent to a collections agency for an incorrect amount which totals two classes. They have failed to review their own records, have made accounting errors, again not reviewing their own records and promises of crediting balances. I have logged in to my student profile nearly weekly and found no record of a balance due and no notifications. I have received no phone calls or emails from the university. In addition last night I received an email which was a warning of possible collection activity. I responded immediately and within 18 hours of receiving the email to find that I've already been sent to collections. In addition I was set through my employer who is USAA to start the Master's program and based on this experience I am not likely to do so. I am a new alumni and now you've discarded me and treated me like garbage.Business Response
Date: 08/20/2024
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on August 16, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on August 20, 2024 at 2:03 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:08/13/2024
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 just finished my degree with UoP on 7/30/2024. I signed a loan agreement to pay for my courses. I was supposed to get a second disbursement in June 2024 but nothing happened. I reached out to financial support on 6/17/2024 to see what was going on, I spoke with **** and he informed me that since I was in a competency based program, that I would have to finish all my courses and then fill out a late disbursement letter to either reject the funds or accept them. I finished the courses and there is still no letter. Ive been in contact with the school MULTIPLE TIMES since then and have gotten 35 different answers on when I am to receive this letter. The financial department and process has been HORRIBLE. I signed a loan agreement with my loan provider and the school seems to be just sitting on the funds. I want this issue resolved ASAP.Business Response
Date: 08/19/2024
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on August 14, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on August 19, 2024 at 12:23 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: 08/19/2024
Im still waiting on the processing of the documents signed on 8/16/2024. Almost done but still not completeBusiness Response
Date: 08/22/2024
RE: Complaint # ********; ***************************
Dear *****************************:
We are in receipt of the follow-up comments submitted by ***************************. The University provided a detailed response to the complainant on August 19, 2024 to the email 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
*********************************************Customer Answer
Date: 08/26/2024
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. Complaint has been resolved as of 8/26/2024
Regards,
***************************
Initial Complaint
Date:07/29/2024
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 is withholding student aid funds from students. They are giving every excuse in the book why they aren't releasing student aid funds. First it was that student aid was holding them up. Next it was system problems. Now it's that they are only giving students their excess student loans per class not in a lump sum at the beginning of the aid year like they are by law supposed to. They need to give students some form of damages for this as they are causing severe financial hardships. Also, course materials that are paid for by students are misspelled and not formatted correctly. We should not be paying anything for course materials that are junk. This also needs refunded to students. We are always told if things are misspelled or not formatted correctly they are scams. This college is looking like a complete scam. Stealing money from students, bad course materials,........something needs to happen and it needs to happen now.Business Response
Date: 08/01/2024
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on July 29, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on July 31, 2024 at 3:50 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:07/22/2024
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.
Ever since Inwas accepted to University of phoenix I have experienced a lack of communication a lack of information and some unethical practices. I keep getting told a different story on why my transfer credits are not being applied to my program all the while they are trying to charge me for classes I have already passed in my previous college. I have been assigned a counselor whom I can never get in touch with. They say its a team that takes care of the students. Yet I just found this out today when I was on a phone call with customer service. This school is operating in a whatever they want to do policy not a policy that is in the best interest of the student who is also a consumer. I am purchasing a service and they are not fulfilling this service and are not communicating all aspects of this process. They care more about taking my money than applying my transfer credits.Business Response
Date: 07/29/2024
RE: Complaint # ********; *********************
Dear *****************************:
The University received the BBB notice of this complaint on July 22, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on July 29, 2024 at 11:59 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: 07/30/2024
This is not an adequate response. This response provides me with no solution to the problem. This also provides me with no details as to why this has occurred and why I have been Lied to and been given different responses by multiple employees from the University. The email that was sent to my private email was not adequate response.Business Response
Date: 08/12/2024
Dear ****************:
We are in receipt of the follow-up comments submitted by *********************.The University provided a detailed response to the complainant on August 7, 2024, which included information regarding these comments, and we encourage them to review the response provided. Please let us know if anything additional is required.
Thank you,
Initial Complaint
Date:07/19/2024
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.
Is there a way to complete delete or deactivate my account. I have reached out to technical support regarding an application status that they claim cannot be removed from my homepage and I would like to just get rid of the email/UPO account altogether. I do not use the degree I obtained from this place, the account, and I will 100% not be enrolling in anymore classes for any reason. It is completely worthless.Business Response
Date: 07/25/2024
RE: Complaint # ********; Lilith Noir
Dear *****************************:
The University received the BBB notice of this complaint on July 19, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on July 25, 2024 at 11:45 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: 07/30/2024
I received your email. Your tech support department said they cannot disable the account. I don't accept this response... there's just no need to keep the complaint open. It's useless... just like the degree I graduated with from University of Phoenix.Initial Complaint
Date:07/16/2024
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.
In 2021 the University of Phoenix sent me an email encouraging me to finish my bachelor degree at a discounted rate of $320.00 per course. I contacted financial aid and was informed that I was approved for the discounted rate, so I re-enrolled and completed my degree. I paid for my courses before they were completed and received my bachelor degree in the mail. I recently received a bill for $1,655.86 from a creditor the *** group stating that the school took back their credit and are now charging me for the discounted classes that I had already completed two years ago. I reached out to financial aid at the university of phoenix and all they can tell me is that for some reason the credit was removed from my account and now I owe the balance? This is not correct, how can this school make an agreement and then turn around later and take it back?? I do not owe this school the $1,655.00 as requested. Please help.Business Response
Date: 07/22/2024
RE: Complaint # ********; *********************
Dear *****************************:
The University received the BBB notice of this complaint on July 17, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on July 19, 2024 at 11:47 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:07/02/2024
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 been attending the university of Phoenix since 2023. I left my full-time job as a cosmetologist for 26 years to do the bachelors program in social work. I am more than halfway through my social work program and because of funding, I am not able to work full-time as a cosmetologist, I could not work full-time have healthcare and pay for school. So I dropped onto part-time job was able to receive financial aid and third-party funding from occupational Vocational rehabilitation, impresses,( OVR) from the very beginning, the school has screwed up my third-party funding and kept filling out the application wrong, which didnt had OVR deny me funding. We finally got the information filled out correctly, and now the university is having trouble with financial aid and third-party funding, my third-party funding comes once a year, and that is all. The university keeps putting in my third-party funding every semester, which then sends back all my financial aid has been an ongoing process out of that financial aid. I also receive access funds which I live off of and pay bills my part-time job does not cover everything , I will be starting my senior year in October. I am in my last semester of my junior year. My financial aid is completely screwed up. I was going to be taken out of classes because it said I owed money which I should not owe money because I have financial aid , they said they needed high school transcripts. Ive already been in school for two years. They said it was the financial aid that needed the high school transcripts and I fill out the application but *** already had financial for the past year every week. They call me with a different representative now my funding is on hold again. Its been over a month , the issues not fixed from 2023/2024. They are saying that funding is on hold because of my 2024 2025 funding. I have many emails saved plus many emails sent if they can please send me documentation on what is happening and nobody responses.Business Response
Date: 07/11/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on July 3, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on July 10, 2024 at 2:14 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: 04/28/2025
My ongoing concerns regarding handling my financial aid at the University of Phoenix. I have been enrolled since 2023. I receive financial assistance through the **************************** (through subsidized and unsubsidized loans) and third-party funding via the ************************************************************ (OVR). Since enrollment, I have experienced consistent issues with how the university processes my funding. Each time a disbursement is scheduled, there seems to be a problem that results in delays or errors. On multiple occasions, the university has returned my financial aid to the ***********************, claiming I was overfunded due to incorrect numbers they submitted. These errors have seriously affected my ability to manage expenses and continue my education without disruption. It has become a pattern that the financial aid department does not accurately complete the required paperwork. During my first year with the university, they could not fill out my third-party funding paperwork correctly, and I didnt even receive the funding because it was all wrong. Another example is that my most recent disbursement was posted to my account on March 26, 2025 however, as of April 4, 2025, I have not received any of the funds. This exceeds the 35 business day processing timeframe, and no clear explanation has been provided. These repeated issuesalong with miscommunications and what appears to be a lack of transparencyhave led me to question the integrity of this institution's financial aid process. They had class action lawsuits for the same issues that are continuing. My concern is that I am borrowing money that I pay back. Am I receiving the correct amount of money? No numbers add up I have repeatedly emailed the ********************* and have communicated directly with the supervisor, but the issues persist. Two complaints with the Better Business Bureau, and the ************************.Business Response
Date: 05/06/2025
RE: Complaint # ********; ******** *******
Dear ******* *******:
We are in receipt of the follow-up comments submitted by ******** *******. The University provided a follow up response to the complainant on May 5, 2025 to their email on file which included information regarding these comments. 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
***********************************************************************
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