Complaints

The 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:05/13/2025

  Type:Billing Issues
  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.

  ASU turned my account over to a collection agency while I was in the process of getting approval for a medical/compassionate withdrawl for class. The student business services was included on every email discussing this account. The approval took months due to staffing issues and holidays.I have been reaching out to ASU since November trying to resolve this issue. The charges for the class have been removed as well as bookstore charges. There is now $250 in late charges on my account that I have been trying to get reversed with ASU. My account has been turned over to a collection agency for an amount that is incorrect and includes bookstore charges that have been removed from my account.

  Business Response

  Date: 05/15/2025

  Thank you for providing us the opportunity to assist this student. The student was able to connect with ASU's ************************* to resolve the late fee issue. The resolution of the issue will reverse any negative credit bureau reporting, as well. 

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  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.

  So I am a current graduating senior at ASU. Within my two and a half years at this school as a transfer student, I have had the same issue atleast 3 times with their bookstore, and billing department. My parents advised me to wait until I was a senior to make the formal complaint. 3 times I have been automatically charged for books I didn't use or already bought and at the time my school email didn't work so I had no way to opt out of their automatic billing system. (I learned of this after the fact.) When I would call, i would be sent to the bookstore then sent to the financial/billing department, then sent to another number. It was ridiculous. I still never heard back from anyone even after I filled out forms. I was charged a total of ******, from two separate occasions. 4 books, from 2 different semesters, totaling ****** and 40 dollars in late fees because I thought it was going to be resolved after my emails and calling. Fall 2022, Fall 2023. I consider it still ongoing since I'm still here and never heard back. It is pretty much still within a year of occurrence since I sent them emails mid January of 2024. I will not close this until I receive the refund I was supposed to get, of ****** and never got help with despite my efforts to email and call around.

  Business Response

  Date: 04/22/2025

  Thank you for providing us the opportunity to assist this student. We have been in contact with them directly to provide them updates, and thank them for their patience while we work toward a resolution of their issue. 

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  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 are scammers and this isnt the first time theyve responded after the drop date on purpose to be money from students. i saw another complaint on here and there is a whole reddit page so if this isnt fixed there will be a joint lawsuit. thank for nothing tho

  Business Response

  Date: 03/18/2025

  Thank you for the opportunity to respond to this student. Multiple departments have engaged with the student in the past two months regarding their concerns about their financial account, and we have outreached again today. If they have further questions, they are welcome to contact ASU Financial Aid and ******************** at ************ or ASU ************************* at ************.

  Customer Answer

  Date: 03/20/2025

  They havent actually been contacting me and left us on delivered so my dad thinks we should take them to court. its been days at this point

  Business Response

  Date: 03/26/2025

  The allegation that ASU has been unresponsive to the student is unfounded. There have been interactions with numerous departments that have been prepared to assist, as outlined below, and ASUs Financial Aid and ******************** will outreach to the student in the coming days to discuss their account again.
  
  - January 21: Success coach responded to students outreach and provided information about class withdrawal.
  - January 23: Academic advising department responded to students outreach and offered assistance.
  - February 6: ************************* responded to students email with explanation of account.
  - February 25 and 26: Success coaches outreached to student to support academic success.
  - March 6: ************************* responded to students outreach.
  - March 18: University representative to BBB outreached to student directly with response to this complaint.
  
  The student is reminded to adhere to the **** Student Code of Conduct when communicating with any member of the university community, in order to facilitate productive conversations.

  Customer Answer

  Date: 03/28/2025

  Ka

  Customer Answer

  Date: 04/28/2025

  nope there is still a huge charge on my account and no responses

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  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 am disputing a charge from ASU Online for an ECN 221 course that I did not enroll in, attend, or complete. Despite my request for the charge to be waived, as I did not participate in a single assignment and am not receiving any academic credit, the university has billed me and marked my account as past due. Additionally, I received no prior documentation or notification about this charge until I was informed of the overdue balance. I am seeking the immediate removal of this incorrect charge from my account.

  Business Response

  Date: 03/11/2025

  Thank you for providing us an opportunity to respond to this complaint. We have reached out to the student and provided them information on the best department to assist them with their circumstances; this department has been alerted to the student's concerns and is prepared to investigate their situation.

  Customer Answer

  Date: 03/11/2025

  
  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:03/03/2025

  Type:Service or Repair Issues
  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.

  ASU is charging ridiculous late fees on their tuition and expecting students to pay $6k a month to cover costs. I do not have anyone helping me pay for college. I have been making payments to ASU to cover my outstanding balance. I was told I could have late fees be waived, and reached out and they told me that I had to pay the principal balance off first. The issue with this is that they continue to tack on up to $100 late fees, which my payments are going toward. They also stated that even if the principal balance was paid off, they could deny waiving late fees for any reason. This system is set up for student failure, not success. I am actively trying to pay off my balance, and they threatened to send me to a collection agency if I did not pay $3k in twenty days. Even while working full time, I do not have the money to do so. I also have $12k in student loans to pay off thanks to classes that failed to actually teach anything. I am less than happy with the way the payment system is set up. If I wasn't receiving a $100 late fee every month, I would have the balance paid off. If I subtracted all the late fees, I would probably have the principal balance paid off or close to. ASU is unforgiving and unhelpful. The classes are not worth the money, especially if they are online taught and I am teaching myself. I want the late fees taken off my account and the ones I have already paid for to be applied to my current outstanding balance. I do not deserve to be sent to a collections agency and have my credit ruined because of the insane late fees. ASU makes enough money scamming students.

  Business Response

  Date: 03/07/2025

  Thank you for providing us the opportunity to assist this student. Due to FERPA laws, we are unable to share specific information; however, we are working with ASU ************************* and Financial Aid to assist the student and have contacted them directly regarding a resolution to their complaint.

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  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 keep emailing the institution asking them to fix the tuition and charge my financial aid. They repeatedly ignore my emails and continue to send texts and letters stating I am 90 days overdue. I have threatened them with legal action if they do not charge the ** Bill and stop contacting me regarding this matter. Not one person has contacted me despite multiple tickets and emails. Worst customer service out of any school I've ever attended.

  Business Response

  Date: 02/25/2025

  Thank you for providing us the opportunity to assist this student. The *** ******* *************** has connected with the student directly to assist with the ** Bill benefits. 

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  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 wage, along with other workers, has not been updated to the current Student Worker III minimum pay scale in 7 months, despite the effective date being July 8th on ASU's official website.I have tried to see what is keeping the raises from coming though, but I have not been given any answers. I have missed $314.25 in lost wages, and I'm certain other student workers are facing similar setbacks.ASU has said they will not offer backpay for this error, despite the posted date of the raises.

  Business Response

  Date: 02/07/2025

  Thank you for providing us the opportunity to respond to this student. The appropriate department at ASU has connected with the student to discuss their concerns and is working together to come to a timely resolution of the issue. 

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  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.

  11/27/2024 Date online payment was made also the same date I contacted ASU finances department and spoke with two representatives on the phone. I was on the phone with the first contact who was a gentleman and he notified me that I only needed to pay enough to get below $3000 in order to be able to register for classes for Spring 2025. After I verified with him over the phone that the transaction was submitted in the amount of $700, he confirmed that he received it on his end. Then he transferred me to another person who informed me that the previous employee misspoke and I needed to pay the full balance to register for classes, not just below $3,000. I asked what can be done to reimburse me the money since I planned on taking classes this spring based on what I was previously told. The representative told me that only thing I would be able to do is to dispute the charge with my bank. I also asked if it was possible to cancel the transaction on their end and I was informed he couldnt do it. At 4:40pm I contacted ***** to ask how to address this issue of the payment and they informed me I will need to way until the payment is completed and not in the pending stage to file a claim. 4:46pm Contacted ASU finance department to verify with another representative what my options are and was given the same information to reach out to my bank. 12/3/2024 - Date I contacted ***** to file a claim 12/4/2024 Reversal of charge on account 1/22/2025 Claim reversal on account 2/4/2025 Contacted ********** to inquire why the money was returned back to ASU. Was informed that I would need to contact the merchant for disputing the billing instead. 2/4/2025 Called ASU Finance Department, Spoke with *****, she was unable to assist me and transferred me to student business services to assist me further with this. Spoke with a gentleman and all he said that could happen is I fill out a research form.

  Business Response

  Date: 02/10/2025

  Thank you for providing us the opportunity to assist this student; we regret to learn of Mr. ******** issues with the communications he has had with some of our departments. ASU's ************************* has reached out to Mr. ****** to process the requested refund. They are also investigating the issues regarding the previous refund reversal and why it did not go through earlier. 

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising Issues
  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 disputing a $7,093.06 charge from Arizona State University (ASU) for classes I never registered for or attended. Despite presenting clear evidence, ASU has refused to cancel these charges, causing me financial and emotional harm. Their policies and handling of this situation have been unethical and burdensome.I never intentionally registered for the classes in question. While I tentatively added courses to my schedule to explore options, I did not complete the registration process or receive confirmation of enrollment. My email history contains no enrollment notices, registration notices, and no emails or calls from ASU until later this year from their collections agency. Without any confirmation, I had no reason to believe I was registered.Additionally, I did not participate in the classes. Upon reviewing my emails, I found that the professor of CHI 101 explicitly stated I was not on the class roster. Attendance records confirm my absence. Despite this, ASU falsely claims I participated in these courses, which is impossible given the evidence.ASUs no automatic drop policy unfairly penalizes students. Without proper notifications, students unaware of their enrollment are held liable for charges. This policy, combined with administrative errors, has left me unable to resolve the issue. I spent over seven hours on hold with ASU, only to be redirected between departments without resolution. Meanwhile, the unresolved debt has caused my credit score to drop into the 600s, harming my financial stability. ASU's no notice, no drop practice is fraudulent. I am requesting immediate cancellation of the $7,093.06 charge, written confirmation that my account has been cleared, and a review of ASUs policies to prevent future harm to students. This situation has caused me undue stress, financial hardship, and wasted time. ASU must address their practices to ensure fairness and accountability.

  Business Response

  Date: 01/27/2025

  Thank you for providing us the opportunity to respond to this complaint and to assist Mr. ****** We are sorry to learn of the difficulties encountered when trying to contact the appropriate offices for resolution. Various ASU departments have worked together to remove the charges that previously were billed to Mr. ***** account, and we have connected with them directly to provide an update.

  
  

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  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 a problem with this school pertaining to my daughter. How could she have used all of her pell ***** money and them before finding out was told that she would receive the full amount even into the spring semester. Now they are saying she owe $800. This will not happen and ASU need to ***** her full pell ***** ****** Also why does she not qualify for other loans? I will be seeking legal action if this situation is not fixed. Tell people the truth before they enroll in your school.

  Business Response

  Date: 01/10/2025

  Thank you for providing us the opportunity to assist this student. Due to FERPA laws, we are unable to share specific information regarding the student's financial aid package; however, ASU has been in communication with the student this week to assist them.