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:03/20/2024
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 was interested in applying for your school (key word: was) however, no longer. Your enrollment representative, *******************, continues to call me despite my busy schedule. At what point is this considered harassment?
Business Response
Date: 03/29/2024
RE: Complaint # ********;*************************
Dear *****************************:
The University received the BBB notice of this complaint on March 20, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 29, 2024 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
*********************************************
Phoenix,** 85040
*********************************************Customer Answer
Date: 03/30/2024
Is this individual going to cease communication? Its your enrollment advisor, *******************, that continues to harass me. I have almost two dozen calls in the last 30 days. These are missed calls mind you where I have not communicated with this individual and he continues to call me. I have screenshots of the missed calls if you need them.Business Response
Date: 04/02/2024
RE: Complaint # ********;*************************
Dear *****************************:
The University received the follow-up comments submitted by *************************. The University provided a response to the complainant on April 2, 2024 to the email 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
*********************************************Customer Answer
Date: 04/04/2024
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:03/19/2024
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 enrolled in classes and on acedemic probation I had 4 classes to get my GPA up and was withdrawn while in my 4th class. I contacted the school and while double checking everything, they returned my financial aid to the loan service. After the school admitted that they were wrong, they got my financial aid back and ended up refunding me money that they shouldnt have (they figured that out 2 classes later).When I tried reaching out to the university, I was told that I had to pay and when I called I was hung up on. Everything was paid for until the university messed up and withdrew me from class and returned my financial aid.Business Response
Date: 03/25/2024
RE: Complaint # ********;********************************************
Dear *****************************:
The University received the BBB notice of this complaint on March 19, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 25, 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
*********************************************Initial Complaint
Date:03/10/2024
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.
For the last year or two I have been vocal about not wanting the liscenure bc it did not align with my path. From day one I have communicat** my end goal of being a director or owning my own daycare. I have been in school since 2020. I recently appeal** for my major to be chang** to **ucational studies. The advisors I spoke with inform** me that a career change could be a reason for the change. My appeal was deni**. The person doing my follow-up call** while I was at work. I call** back in and reach** a passive agressive advisor that was of no assistance. I ask** to speak with someone about my appeal and kept receiving the run around. I was given a name of the person following up but they were on the phone but never call** back. The advisor never even sent the email to re do my appeal. I guess my reasoning wasnt good enough for her either. I am less then 10 cr**its away from my bachelors degree. I would like to finish but realistically I do not want or ne** the liscensure. I have no plan to ever teach in public schools. I dont mind doing my student teachings I just dont want to take a test for licensure. I dont want someone telling me to just get it. I dont want it. I truly wish an advisor would have told me early on that there is no wiggle room at this school. I understand the low graduation rate now. The school will put you in a terrible position. My classes are so specific so it would be hard to change to a regular major. I have my cr**its! I just want another option that isnt prolonging my graduation. I have been asking for help for months so its not fair! I really ne** that raise as I am a single mom now. Even a general ** major. They have nothing. Certainly not support. Im on the fast track to becoming a director and I would like to sign up for my cr**ential but i ne** my bachelors first. I am also waiting for a raise that I ne** my degree for. That would be so helpful. I just dont want my hard work to be in vein and it *****.Business Response
Date: 03/13/2024
RE: Complaint # ********; *************************
Dear *****************************:
The University received the BBB notice of this complaint on March 11, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 13, 2024 at 11:49 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: 03/17/2024
"Records indicate that you enrolled in the Bachelor of Science in *********************************** (BSED/ECH v1AZ) with a first course beginning on March 24, 2020. ******* teaching is a requirement of the degree awarding process for the BSED/ECH. Notations in your student file indicate you were appropriately advised regarding all program requirements.
A review of your file identifies an appeal for an academic exception to program change from a Title IV eligible funded program to a non-Title IV eligible program, the Bachelor of Science in Education/Educational Studies (BSED/ES v001) was submitted in March 2023 to the ******* Appeals Center (SAC). The appeal was denied. SAC decisions are ineligible for appeal through any other entity within University of Phoenix.
Please continue to work with members from your ******* Services team and the ******* Appeals Center to review options available for degree completion.
Thank you again for reaching out to Resolution Services."This was just a general response from the university. My actual problem was not addressed. Thanks.
Business Response
Date: 03/22/2024
RE: Complaint # ********; *************************
Dear *****************************:
We are in receipt of the follow-up comments submitted by *************************. The University provided a detailed response to the complainant on March 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: 04/02/2024
There is no resolve to the issue. For me to complete my student teaching they would like for me to pass my certification exam. I am unable to appeal this process because they would like me to fail the certification test 3x. Their resolve would be for me to start a completely different program that my credits would not transfer to.I have 112 credits it is no point in moving to another degree. No one can assist with the issue. It is pointless. Starting this program is just a regrettable move on my part.Initial Complaint
Date:03/05/2024
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 a student enrolled with the University in the Summer of 2022. I had transfer credits, so I took their orientation to the university class and then waited until fall to take two classes. In the fall, I was more than halfway through the semester when I was sent a bill. I was using financial aid, so I was confused. When I called the financial aid department, they were not sure, so they had to do some 'investigating.' They discovered I was not supposed to be in one of my two classes because I transferred the credits from another institution. They gave me the option to continue the class without paying or drop the class without paying. I dropped the class. I wasted a lot of time on this class I never had to take. The bill, however, did not disappear. The spring semester began, and they enrolled me in another class that I decided I did not want to take due to the issues I was having with the financial aid department. I asked to be dropped from the class, and they did not drop me. They said the class had already started, so I had to pay for it. This is a scam to essentially make students pay for a class they are not taking. They have sent me bills saying they will send me to collections. This year, I contacted the financial aid department and was transferred to a higher-level financial aid employee to understand my bills better. She told me that it would require more research and looking back in my files, and she would call me by Tuesday of the following week. She also told me she would put a note in my file not to send it to collections because she works with me. She never called me. I received a letter that week from collections that was dated the day she was supposed to call me back. I have tried calling her numerous times, and I am always told she is unavailable, or she will call me back, and there is never a phone call. They are now deliberately ignoring me and not allowing me to work through the problem. They aim to send everyone to 'collections' because it is first run through the school, so it is a scare tactic. I will not pay for a class I never took, nor will I be scared into paying their 'collector.' They failed to follow through and purposely ignored me to get money.Business Response
Date: 03/11/2024
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on March 6, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 11, 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
*********************************************Initial Complaint
Date:03/02/2024
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 received a letter from a collection agency claiming I owed 800 plus dollars. I withdrew from the school several weeks prior to the date I was told I had to withdraw without being charged. I never did more than three weeks of online classes. Every time I spoke to someone they always had computer issues and were never able to help. I feel someone at the university purposely kept me enrolled in order to try and collect my financial aid. I tried withdrawing online and by speaking to the university. While I was enrolled I was never told or was it ever shown to me by anyone online or by phone I owed anything. I definitely dont owe anyone anything. I dont have exact dates because I didnt think at the time I was going to get scammed. Something needs to be done about this because there is no way that this hasnt happened to other people.Business Response
Date: 03/07/2024
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on March 2, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 7, 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
*********************************************Initial Complaint
Date:02/27/2024
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 was never properly notified about a conduct warning because of the being upset about the refund I was getting. Also I have extensive pictures of the financial aid ******* me out the after ****** Dollars was put on the account then then representative ******* said the funds are not going back until 45days later and they 1738dollars of refund to my debit account and took it back from me . Also excessive funds were constantly misused and the dates kept changing for the refunds. I have pictures for PROOFBusiness Response
Date: 03/05/2024
RE: Complaint # ********; *****************************
Dear *****************************:
The University received the BBB notice of this complaint on February 27, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on March 5, 2024 at 3:31 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:02/17/2024
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.
Hello, I am a prior university of Phoenix student. Since the day I first inquired about signing up for school, I was told I would not pay a dollar until I had completed all of my classes. I continued to hear this same message from anyone else that was employed by the school that I had come in contact with. I had then started my first class, which was a non-educational time management and good practices class. 2 weeks go by as I am completing the class and I receive an email stating I owe $1300 for this class. The class did not provide any credits and did not benefit me in any way. I was lied to and mislead time and time again regarding payment for my classes. I believe this is an extremely poor business practice and I am now being forced to pay the $1300 or have it affect my credit as the balance has since been sent to a collections agency.Business Response
Date: 02/28/2024
RE: Complaint # ********; *************************
Dear *****************************:
The University received the BBB notice of this complaint on February 18, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on February 23,2024 at 3:22 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:02/14/2024
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 only had a certain amount to graduate without having to come out of my pocket. All of my grades were good until one class that failed me. Which means I will have to come out of pocket ***** more to graduate. I submitted two assignments that I spent 10 hours on and was given less than a Fifty percent. The last assignment all I needed was 36 points out of 200. I did not even get that. This seems like a scam. I wanted to go back to school to better myself, and now they are taking advantage of me.Business Response
Date: 02/20/2024
RE: Complaint # ********; ***********************************
Dear *****************************:
The University received the BBB notice of this complaint on February 14, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on February 20,2024 at 11:25 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,** 85040
*********************************************Initial Complaint
Date:02/13/2024
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 filing this complaint against the University of Phoenix. I am a recent student that started online classes last month in January. I made it to my third week of classes and decided to withdrawal from the course for personal reasons. I submitted an official school withdrawal form on 2024/01/23. I was told that I had to stay enrolled until the 2024/02/12 which seemed strange to me. I called and talked to an admission specialist who told me the same story and that she couldn't withdrawal me as a student cause her computer wouldn't let her perform that transaction. I found this to be strange since having attended other universities in the past where adding. dropping or withdrawal were always a one or so transaction. I am currently using my GI Bill as tuition payment. I feel as though the University of Phoenix is keeping me enrolled to get the tuition money from the VA which is against the law. All I want is to be completely dropped from this school. I want notification sent to myself and the VA so this matter can be closed. I have tried several times to get this done through the University of Phoenix admission department and have been unsuccessful each time.Business Response
Date: 02/21/2024
RE: Complaint # ********;***********************
Dear *****************************:
The University received the BBB notice of this complaint on February 13, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on February 21,2024 at 12:52 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:01/26/2024
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.
University is misleading student's with belief that alumni discount will be applied upon registration. Unfortunately, I was charged full prices instead of discount. University States that discount would be applied after each course is completed. University did not specify upon enrollment that discount would be applied per course. Student loan was taken out for course's and University has been paid in full for program at regular price.Business Response
Date: 02/02/2024
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on January 27, ****. We have completed a thorough review of the concerns and provided a response directly to the student on February 1, **** at 3:53 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix,** 85040
*********************************************
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