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:06/26/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Overview of Complaint:I am filing a formal complaint against the University of Massachusetts Global for faculty retaliation and administrative inaction, both of which have disrupted my academic progress and created a hostile educational environment.Background:In my Legal Environment course, I submitted a final paper based on my real-world insurance industry experience. My writingprofessional, grammatically sound, and technically precisewas flagged as 100% AI-generated. I responded promptly, clarifying that the work was original and reflective of my background, not AI-produced. Despite revising and resubmitting the paper twice with clearer formatting, in-text citations, and references, I received nearly identical feedback and continued AI flags, with no explanation or meaningful reassessment.Retaliation and Bias:I respectfully requested that the paper be reviewed by another professor to ensure fairness. The program ****, Dr. ***************** acknowledged in writing that this was possible. Yet, the same professor reviewed all three versions. I had previously raised concerns directly with this professor, and I believe my outreach resulted in biased treatment and retaliatory ********** all other courses, my work and professional tone have never been questioned, making the targeting in this one class feel retaliatory and isolated.Administrative Inaction:I submitted multiple emails to the **** over several weeks requesting support and a neutral review but received no substantive response. Additionally, my final paper for another course has gone ungraded and unacknowledged for weeks, further delaying my academic progress.Summary of Violations:Retaliation following a students academic concerns Failure to provide a neutral reviewer despite written assurance Overreliance on AI detection without transparency or due process Lack of timely administrative support Obstruction of academic progress despite good-faith efforts

• Initial Complaint

  Date:03/07/2024

  Type:Delivery 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 purchased an online access code for a book for a course on February 6th, 2024. When I was ready to pay, the total came out to be $56.74 even though the item itself was $46.75. The business committed to sending me the code digitally via email so the shipping fee (delivery fee) of $9.99 is simply absurd as it contradicts what it clearly stated on the book title (i.e., CUSTOM EMAILED ACCESS CODE). I emailed the business asking why the shipping fee was added and they responded with the following statement, Kindly be informed that the digital delivery fees are automatically generated by the system, and unfortunately, we are unable to make any changes to this.My order number is **************.

  Business Response

  Date: 04/10/2024

  Dear BBB team,

   

  *************************** Global received the aforementioned complaint/letter via **** and upon logging into the link provided in the letter, it appears that the complaint was already closed. Please note that UMass Global is a fully online institution and, as such, paper mail is often received late. In this particular case, we received it yesterday, April 3 while the letter itself is dated March 14. In the light of our online status, Id like to request to change your method of communication with the university from paper to an email. Is it possible to set it up on your end? Wed like to receive BBB complaints at *********************************. Can you please confirm, once this is set up?

   

  Additionally, even though the complaint is closed by BBB, we have carefully reviewed the students allegations and wed like to provide the following response and request that our BBB rating is not negatively impacted by this late response:

   

  The client/students issue is with a book/materials fee charged by a 3rd party vendor in which the university has no control over and it is not processed by the university.  We are not the appropriate entity to respond to this complaint, but it appears the client/student has already reached out directly to the 3rd party about the issue and received a response.

   

  Best Regards,

   

  *************************** Assistant Vice *********** ******* ********* Services T************ *********************************** www.umassglobal.edu A nonprofit affiliate of the ***************************

   

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have been harassed and now my state tax refund has been stolen from my single parent home because an advisor recommended I withdraw from the school since I couldnt pay out of pocket and I have provided proof. Yet, my credit has been affected and now my home is in financial distress because I was advised to withdraw and was forcefully charged with that semester. I will do everything In my power for justice even if I have to take my case to court. This school is unacceptable and can ruin hardworking people lives and I will seek financial and social justice.

• Initial Complaint

  Date:10/19/2022

  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.

  About to begin the last course needed for my master's program and received an email that the course EDUU643 is being canceled, one week prior to its start. Their canceling this course will lead to me not only being able to graduate after following the education plan they created and promised a program completion of December 2022 so long as I complete all of my courses in line with their plan and with a GPA of 3.0 or above. I have met my end of the agreement and they are preventing me from finishing it. In addition to their course cancelation preventing my graduation, it will also prevent me from receiving any student aid as I will not have enough units left to qualify which would force me not only to wait until the course is offered again but completely pay for the tuition and all additional costs completely out of pocket... money that I do not have. I am just one of several students in the same situation and would be willing to share their contact information as well if needed as we are all at risk of experiencing severe financial hardships as a result of the university's failure to deliver on the offering of courses as advertised upon our enrollment and agreeance in participating in the program in the first place. Lastly, I will be at risk of losing my employment as I had accepted a promotion contingent upon the completion of my program in December 2022 (I submitted my current transcripts and education plan as proof) and have already begun training my replacement. That said, not providing this course as promised will likely result in the loss of my job and income. Please reinstate this course or offer an independent study option, I am just one of many who will be directly impacted and suffer hardships as a result of its cancelation.

  Business Response

  Date: 11/17/2022

  Please see attachment.

  
  

  Business Response

  Date: 11/17/2022

  Good morning,

   

  My name is **************************  I am the Assistant Vice Chancellor over our ****** of ******* Concerns (OSC)/Ombudsmen office (***).  We were informed yesterday regarding the above referenced and attached complaint.  Yesterday evening, I called the *************, BBB phone number in response to the above complaint.

   

  The University (UMass Global) believes this complaint has already been resolved and the student (******) has already received the resolution she desired, as she is currently enrolled in the **** 643 course, as an independent studies reading and conference (R&C) course, as requested in the complaint. 

   

  Please see a timeline below from the students academic advisor:

   

  Oct 19, 2022- ****** was notified of the course cancellation from the ****** of ******** Administration

  • I was also notified on this day.
    • I immediately started to reach out to colleagues to find a way to get this student enrolled to this course as it was her very last course to finish her program.

  Here was the reason it was cancelled: Reason: Insufficient enrollment for this course to run this term.

   

  Oct 20, 2022- I submitted an R & C request.

  • Explained to student what R & C was, agreed, and turned in the request.

   

  Oct 21, 2022- I was notified that ****** was approved and enrolled in R & C with Instructor *********************.

  • ****** was notified and very thankful!

   

  Courses started Oct 24, 2022, so yes ****** was enrolled on time and ready to begin her last course!!

   

  Thus, we believe this complaint may have been filed prior to the R&C resolution being finalized and/or communicated to the student.  However, as documented above, and confirmed by our review of the students active registration(s) within our registrar database, the student is enrolled in the desired **** 643 course. 

   

  After review, can you please confirm receipt and also advise whether the Universitys profile status will be updated from unanswered to answered and/or resolved? 

   

  Thank you for your time and consideration of the above.

   

  Very best,