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:06/18/2024
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 reaching out to the school in regards to a class that was over since June 3,2024 psych 645 I paid the school $2,094 I took a total of three classes that totaled up to more than ***** dollars our professor has not posted final grades or even finish grading the assignments for the students in her class this is very disappointing and an outrage I am currently enrolled for the upcoming doctorate program and believe I will withdraw my application as I have received no help from administration in getting this issue involved I have even explained how it important this is because it impedes my license due to the non-posting of this class I also plan to contact the higher learning commission to file a complaint as I have not received the outcome I have been seeking . I have tried to be patient and the school refuses to connect with my professor and fix the issue, so it leaves me no choice but to file a higher complaint. The grades were supposed be posted more than two weeks ago.
Business Response
Date: 06/25/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on June 19, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on June 25, 2024 at 7:55 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: 06/25/2024
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.
Regards,
*******************************
Initial Complaint
Date:06/18/2024
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 part of university phoenix family for my bachelor's and master's program. Unfortunately I feel my decision was not the best . I have maintained an G.P.A of 3.9 with this being said I have been dropped from a class when required assignment has been completed. I am suppose to walk across the stage next week and i don't want to attend because of this current situation.Business Response
Date: 06/24/2024
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on June 18, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on June 24, 2024 at 8:34 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:06/17/2024
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.
************************************* is a terrible instructor, I'm paying my tuition to the university. They do not care about customer service in which to leave appropriate feedback. You pay 40k for degree program that is practically worthless.Business Response
Date: 06/17/2024
RE: Complaint # ********; *************************************
Dear *****************************:
The University received the BBB notice of this complaint on June 17, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on June 17, 2024 at 1:00 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:05/19/2024
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.
I applied to university of Phoenix and I have been misled and lied to as well as the financial aid office correcting my FAFSA application 5 different times without notifying me why and now they are saying that I owe ****** for a class that I haven't taken yet and I was told by the financial aid department that I would have excess funds left that would be sent to me and now they are saying that I am under funded by 8000 and I am really upset and I have been in school for almost 60 days without anyone explaining nothing to me when my gpa is 3.6 almost 3.7 they are deciding the students when they had me fill out ***** school year and ***** school year and then they want me to fill out ***** school year and saying I'm underfunded when my etc is 0 I will be contacting the department of education as well. I am finding out that all of the schools have been shut down except for 1. And they were also sued by a class action lawsuit for the same thing they are doing again. They need to be shut down and all the current students we are going through emotional pain and physical and mental suffering and they need to be held accountable for thisBusiness Response
Date: 05/22/2024
RE: Complaint # ********; *********************
Dear *****************************:
The University received the BBB notice of this complaint on May 19, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on May 21, 2024 at 5:25 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: 05/23/2024
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. No other action is needed they took care of everything that I needed promptly and they was very professional and prompt and showed concern and empathy they helped me out a lot.
Regards,
*********************
Initial Complaint
Date:05/15/2024
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 use my military benefits to help pay for school and other education related expenses. But this school does not take that into consideration. They hold on to your benefit money for as long as possible without any explanation why. This has been an on going problem for the last two years. In the most recent incident they received a payment from the VA on 5-6-24 but I have yet to receive it and may never will. This is a very unfair practice from a school that claims to be military friendly. I would advise any service member that's planning to attend collage to stay far away from the University Of Phoenix. The representatives give you the run around with no clear answers until you get frustrated and give up. I can't wait to be out from under this money grabbing operation and its predatory nature.Business Response
Date: 05/21/2024
RE: Complaint # ********;Jemaine Phoenix
Dear *****************************:
The University received the BBB notice of this complaint on May 15, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on May 20, 2024 at 3:59 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,*******;85040
*********************************************Customer Answer
Date: 05/21/2024
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.
Regards,
Jemaine Phoenix
Initial Complaint
Date:05/01/2024
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.
Date of transaction: April 30, 2024 Amount: $437.04 Billed for a class I did not attend. I requested cancellation of enrollment on April 23, 2024 and I was still billed on April 30, 2024 for attending the class. The class syllabus stated that students had to log into class on multiple dates during the week and complete the assignments to be marked as present for attendance, and I did not log into the class multiple times or complete the required assignments for the week.Business Response
Date: 05/08/2024
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on May 2, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on May 7, 2024 at 2:32 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:04/24/2024
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 enrolled in a class this year. Phoenix requested payment from my employer as I gave Phoenix a voucher. My employer paid them on March 25th. They are harassing me about owing the money when I have proof I emailed them that my employer paid two days after it was billed. They say I am responsible. This happens EVERYTIME I enroll in a class.Business Response
Date: 04/26/2024
RE: Complaint # ********; ***********************************
Dear *****************************:
The University received the BBB notice of this complaint on April 25, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on April 26, 2024 at 1:51 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:04/16/2024
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.
I am a graduate student at ***. The financial department is misleading me with incorrect information and communication. Ive spoken to 5 different financial representatives and I have received nothing but conflicting stories about my awarding for my Grad Plus Loan. My course is still not paid for and Ive been approved twice within last 30 days with Grad Plus loans. They keep having me go and apply for different amounts and it is affecting my credit score. This course should have been paid for, I have more funding available for this award year. I am in process of seeking legal counsel get to the bottom of this issue. I have done everything the financial department has told me to do, and my student advisor can vouch for this because he was on the line as I spoke with one of the representatives . My course is still showing a balance . Now representative is telling me that UOP will need to send my awards back to ********** of ********** This is not making any sense. I told them directly I would wait until next award year starts and sit out until then. But was forced to start and was told my funding for Grad plus would cover the current course. I cant get any accurate information from financial department and has been on hold over .45 minutes to speak with a manager.Business Response
Date: 04/23/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on April 16, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on April 23, 2024 at 3:48 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:04/01/2024
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 was purposely misled and deceived by the advertisements and the counseling, and even the financial aid department, showing me a false number and date. I would receive funds federal funds that is that ended up withholding still for me today, and have basically lost the last three months that I couldve been going to a real accredited school And been that much farther along instead of being set back and dragged along by their lies manipulation only to find out theyre charging me $1300 a class and withholding all of my federal loan funds for future classes. I have not even taken yet its such a ridiculous scam theyre pulling in like I said, I cant get those three months back And I cant believe all the time of wasted in classes now that Ive started twice that theyre going to try to make me pay for an introductory class that is with no substantial value whatsoever basically is robbing myself and others left and right I thought I was going to have a great start at school with them, but it was all lies their counselors. All of it was just to get people to pay their insane tuition that they never explained to you And when you log into your account they show you your refund amount and a date that it is expected to clear it to your account and in my case which Im sure with others it said March 10, 8000 some dollars and I call on March 29 being a few weeks after and see whats going on and they say that they dont know why Im seeing that number and Im not going to receive any of it for its going to pay for my future classes Which I then ask how much classes are and this is the first time its explained to me that they are $1300 a class which the last few times I went to school. They were either free $17 a credit or at most 400 for a three-quarter class , not even close to insane 1300 that they make you pay for upfront. It is so deceptive and I had so many plans and bills to pay and rent to pay based upon that March 10 date that I was looking at it so that ruinedBusiness Response
Date: 04/09/2024
RE: Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on April 1, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on April 9, 2024 at 3:15 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,** 85040
*********************************************Initial Complaint
Date:03/22/2024
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.
I attended university of Phoenix from 2016-2018.In the process I took a leave of absence and returned, upon my return I dropped a few courses and was not told about any other fees changing or increasing.I had financial aid thinking that it would be covered but I ended up having to pay out of pocket. They are now trying to give me reasons as to why I should not be refunded.Now they are refusing to give my money back,in which I paid out of pocket.Business Response
Date: 03/28/2024
RE: Complaint # ********; ****************
Dear *****************************:
The University received the BBB notice of this complaint on March 23, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 28, 2024 to the mailing 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
*********************************************Customer Answer
Date: 04/01/2024
The cost breakdown that was sent,still doesnt make sense to me. Im feeling as though they are making up cost,because one I cant access it on my portal as they told me on the 23rd they would fix my portal,but they are able to mail it to me.Im just a bit confused.I want to speak with someone who can truly help me understand the reason I had to pay out of pocket,with financial aid left.Business Response
Date: 04/05/2024
RE: Complaint # ********; ****************
Dear *****************************:
The University received the follow-up comments submitted by ****************. The University provided a response to the complainant on April 5, 2024 to the mailing addressed provided to the BBB. We encourage them to review the response provided. Please let ** know if anything additional is required.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************
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