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
- 103 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:04/25/2023
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 attending UoP for 1 semester I had to drop out due to health issues. My understanding was that my financial aid covered the fees I had not paid. Now a year later I get a letter from a collection agency stating I owed over $1000. I received no calls or letters from UoP stating I owed money. I dont understand how I got sent to collections without any notice from UoP that I owed money
Business Response
Date: 05/01/2023
RE: Complaint # ********;***************************
Dear *****************************:
The University received the BBB notice of this complaint on April 26, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on May 1, 2023 at 2:29 p.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
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:03/19/2023
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 fully admitted to UOP Feb 21, 23 and accepted my lons March 7, 23 and have yet to receive my excess funds amounting $2693.00. They sent me a check I could not cash anywhere and was told over phone by the bank that it couldn't be cashed because the schol had no money in the account. Then I was told to set up direct deposit information and I did that March 16, 23 and now I am being told by my bank they see no initiated direct deposit from UOP and *** tells me it's been sent and says sent March 17, 23 my funds to my account. STILL NO MONEY FROM UOP HAS BEEN PUT IN MY ACCOUNT. I've made complaints to federal student aid and everyone else but the school is still holding my money hostage and that money is for computer for school and for ms to have somewhere liveBusiness Response
Date: 03/22/2023
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on March 19, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on March 22, 2023 at 11:36 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
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:02/28/2023
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've filed a complaint (case number: ********) for another business but this applies to UoP as well.Transcript Order Details:#********, 1/16/23, $17.85, Physical mail to HAND deliver to ****************************** (OIT)#********, 1/6/23, $15.00, Pdf document Email to myself to confirm #********, 1/3/23, $1.95, Electronic exchange from University of Phoenix (UoP) to *** #********, 10/11/23, $1.95, Electronic exchange from UoP to *** I wasted enough time calling 2 colleges & this mandatory business between them to facilitate the delivery of my student transcripts for college application. In October, I made a transcript order (#********) in which *** delayed my application process due to a missing graduation date from UoP on my official transcript.After several emails and calls between myself with each, National Student Clearinghouse (NSC), ********** they have continuously delayed and redirected me to the other businesses/colleges to sort this out AND, in which case, nothing has been properly sorted out.***'s recommendation was to order another one (#********) and, which I did, while NSC refused to offer me a refund despite the error in the order. After a second time, *** sent me what they were receiving and it was NOT an official transcript but some excel table format of my transcript so it clearly wouldn't have a graduation date on it.I called UoP's side with the attached document from *** in which they stated there was a date on the unofficial AND recommended me to order a pdf copy (#********) to confirm and provide to ***. This was the official one but *** refuses to take anything from me unless its from NSC or UoP directly. I tried asking UoP to send a copy on my behalf and skip NSC but, per their policy, they couldn't?!Frustrated with the back and forth, loopholes and errors, none of the two colleges want to further investigate asist in the matter. NSC also refuses to offer any refunds while continuing to direct me back to the colleges.Business Response
Date: 03/10/2023
RE: Complaint # ********;*********************
Dear *****************************:
The University received the BBB notice of this complaint on February 28, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on March 10, 2023 at 10:15 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
4035 ********************
Phoenix, ** 85040
*********************************************Customer Answer
Date: 03/13/2023
I have received the email from the college's resolution department but still does not provide a resolution except the same run around to call the ****************** which I have done since November 2022.
I have responded back to their email with a chain email involving their records department, National Student Clearinghouse (mandated transcript service) and the other college I have applied to with attachments.
I am still standing by for a resolution for the CORRECT transcript to be sent over.
Business Response
Date: 03/15/2023
RE: Complaint # ********; *********************
Dear *****************************:
We are in receipt of the follow-up comments submitted by *********************. The University provided a response to the complainant on March 15, 2023 to the email provided to the BBB which included information regarding these comments.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: 03/28/2023
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:01/13/2023
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 inquired about taking a class in 2009 with the University of Phoenix, I never registered or took any class with them, but they are flagging in the national system that I did and charging me $15.00 each time I enroll or need a transcript sent to additional school since I am furthering my education; which i have already had to pay for twice since July of 2021. I feel like it is a scam to get money out of people even though they never attended a class with them. I would like to be removed from their roster and system so that I do not have to pay the $15.00 each time apply for new classes somewhere.Business Response
Date: 01/19/2023
RE:Complaint # ********; *******************************
Dear *****************************:
The University received the BBB notice of this complaint on January 13, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on January 19, 2023 at 8:18 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:12/24/2022
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.
My son who is mentally ill and battling with addiction decided he wanted to go to college. He applied to U of Phoenix and was accepted. He asked for my help paying for his first class which cost $1364.00. I am his mother. On Nov 8th, I used my **************** card to pay for this class. That Friday, my son relapsed and has been living on the streets since. The following week I reached out to U of Phoenix and expressed my concern that my son would not be in class, asked for a refund and to withdraw him. I gave his financial advisor the whole story as well as somebody else in Finance. They both advised me that if my son ************************* did not log into this class the first day, he would be withdrawn and I would get my money back the first week of December. Another gentlemen called wondering where **** was because he hadn't logged in. I again explained the story. He agreed **** would be withdrawn and I should get my refund. A week later, I cannot remember exact times or dates, a lady in finance called me and asked for my son. I again explained the story, and she then proceeded to tell me my son needed to contact them so they know his "intentions." I proceeded to tell this lady I think we know his intentions as the class started 3 weeks earlier and he had not logged on. My son is sick. He is homeless. He does not have the mental capability to contact them nor is he giving me the log in information so I can cancel. I am requesting a FULL refund of $1364.00 from U of Phoenix but I need your help. They are not willing to work with me. It is hard enough to worry every single day about my son but then to have this company withhold my refund is just awful. It feels fraudulent of bug business. I am uploading the part of my bill where they charged me. Thank you for your time *********************Business Response
Date: 12/29/2022
RE: *****************************************************
Dear *****************************:
The University received the BBB notice of this complaint on December 25, 2022. We have completed a thorough review of the concerns and provided a response directly to the student on December 29, 2022 to the mailing address 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 *********************************************************************************************************************************************************************************Customer Answer
Date: 12/29/2022
My son's address is no longer **************************************************************- where MY home is. He is living on the streets somewhere in the ***********, **. I am wondering why the University Of Phoenix is so keen on wanting to keep money that I paid, for a class that is my son is not capable of attending. This is not a HIPAA issue. This is an issue that University of Phoenix is wanting to keep individuals' money inappropriately. I should not have to get a lawyer to prove my son's mental status or his "intentions" of the class. THAT seems to be a violation of the University. They are making money off ill circumstances of individuals which includes my son.
Nobody should have to fight for a refund from a big business under these sorts of circumstances. This University is clearly all about MONEY.
Business Response
Date: 12/30/2022
RE: Complaint #********; *********************
Dear *****************************:
We are in receipt of the follow-up contact from parent ********************** All student records maintained by the University are subject to the requirements of the Family Educational Rights and Privacy Act (FERPA), 20 U.S.C. 1232g; 34 C.F.R. Part 99, as amended,requiring a release to provide such records to any party other than the student. We will continue to provide a detailed response to any submitted concerns. However, to respond to any person other than the student at their listed directory information on file with the University will require authorization through a properly executed FERPA release, ***** of ********* or issued court order.
We encourage ************** to continue monitoring her account statements.
Thank you,
University of Phoenix
Resolution Services
4035 ********************
Phoenix, ** 85040
*********************************************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
*********************************************
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