Complaints

This profile includes complaints for Purdue University Global's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Purdue University Global

  2550 Northwestern Ave Ste 1100 West Lafayette, IN 47906

• 

  Purdue University Global

  18618 Crestwood Dr Hagerstown, MD 21742-2752

• 

  Purdue University Global

  4655 121st St Urbandale, IA 50323-2311

• 

  Purdue University Global

  2570 4th St SW Mason City, IA 50401-4665

• 

  Purdue University Global

  7009 Nordic Dr Cedar Falls, IA 50613-6309

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:09/03/2024

  Type:Customer Service 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 noticed that a previous complaint is the same as mine. I signed a waiver of disbursement and payment that stated to ************** education first and student loans second. This college did the opposite billed federal first and then sent an invoice to my job. The purpose of student taking out student loans is to help with living expenses and costs for books etc. If a student signs a waiver of how they would like the payment billed Purdue should honor that.

  Business Response

  Date: 09/05/2024

  ******************,

  In your complaint, you state that you signed a waiver of disbursement and payment that stated to ******************** first and student loans second.
  You state that Purdue Global is doing just the opposite and is applying your federal funds first, then sending an invoice to your employer.
  You feel Purdue Global should honor your request.

  I researched your concern and found that, unfortunately, the University has no control over when Guild sends your tuition payment. They normally do not send they payment until about 45 days after you have completed the term. Financial aid disbursements are sent usually after add/drop week during the term. We must apply the funds when we receive them.

  If the funds are not applied upon receipt, you will have a balance at the end of the term and will be blocked from attending future terms.If you do not wish to use your loans, you will need to pay cash and receive reimbursement from Guild.

  Once Purdue Global receives payment from Guild, the funds are applied to your account. All excess funds are then sent to you in a stipend. You can use those funds however you wish. You can use them to cover living expenses or to pay toward your loans.

  I understand that you want the Guild funds applied first;unfortunately, Guild does not send us the funds in time to apply them before we must apply your loans. This process cannot be changed.  

  Regards,
  
  ***************************
  Student Relations

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  Date:08/28/2024

  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.

  I had officially began at Purdue Global November 11th 2020. I have racked up a $61,531.84 bill for only **************************************************************** September of 2022. I then soon reinstated in classes and was doing well until I got in a bad car accident. I was dropped immediately after that due to my poor performance, in January 2023. I sustained lifelong injuries and am living with a disability. That of which Purdue Global cared nothing about, as I expressed in the next and latest appeal. In May of 2024 I spoke to a counselor that was dismissive and entitled. They mentioned during our call that the deans say on this 2nd and last appeal will determine if I graduate at university. I then performed the standard procedure for appeals. I was denied of my appeal. I did not receive a peer review as promised, nor submit my additional information of documentation to support my claims from my accident. I spoke to with my counselor today, and was told that because I previously had an appeal approved that this appeal was never going to be approved. That not communicated with me ever in May. I was presented with the option of taking my next expected course at my own expense of $2,395 and could not use student loans to pay for this course, and receive an A.They later mentioned that, there is nothing loss, with pursuing this option. I beg to differ, there is no guarantee Ill get approved and it sounds like the university wants me to ******. This is alarming and unethical. I wasnt provided with supporting details to go this route. They lack accommodation and humanitarianism throughout all my life events that have taken place during my existence at the university. I have gone as far as looking into other actual accredited options that illustrates the flexibility Purdue global did not grant me. In conclusion I am not pleased with the services I paid for, and am disappointed in the way the university has dealt with my case.

  Business Response

  Date: 09/03/2024

  ******************,

  On behalf of the Chancellor of Purdue University Global, the Office of Student Relations is responsible for addressing student complaints.We take all complaints seriously and are committed to investigating them fully.

  In your complaint, you state you submitted your first appeal in September 2022.  You were soon reinstated in classes and were doing well until you got in a bad car accident.  You were dropped in January 2023 due to your poor performance. You were told that if your second appeal is denied, you will not be allowed to return to Purdue Global to graduate. Your appeal was denied.

  You claim you did not receive a peer review as promised nor were you allowed to submit additional information to support your appeal. You were given the option to return and take one course at your own expense and that you would need to make an A in the course.  Because there is no guarantee you will meet the grade required and will have paid for the course, you feel the University is expecting you to take a ******.

  You are not pleased with the services you have paid for and are disappointed in the way the University has dealt with your case.

  I researched your complaint and found that you first began classes on November 11, 2020. On June 17, 2021, you were dropped for violating the Attendance Policy. At that time, your *** was a 2.0, which is below the graduate requirement of maintaining a 3.0 ***.

  Your appeal to return was approved on March 22, 2022. You began classes on April 20, 2022. That enrollment was cancelled because you did not log attendance during the first week of the term.

  Your appeal to return was moved to the 2204C term which began on October 19, 2022.

  The police report you submitted states your accident was on December 10, 2022, during the 2204C term. You completed the 2204C term (October 19, 2022 December 23, 2022), passed your class, and met the Satisfactory Academic Progress (***) required to remain enrolled. You continued your enrollment and completed the 2301C term with a B, the 2302C term with a C, and 2303C term with a C.

  At the end of the 2303C term, you were dismissed for failing Satisfactory Academic Progress (***). Graduate students must maintain a 3.0 to remain enrolled and graduate. Your *** at the end of your seventh term is a 2.67.When students do not meet the *** requirements of their program, they can no longer receive federal funding. This is a Department of Education regulation,not a university decision.

  On June 5, before your term started on June 7, you were emailed a notification that you were on academic probation and information about what you would need to do to prevent being dismissed. By the end of the term, you had not met the requirements to remain enrolled and were dismissed according to the policy explained in the catalog.

  ***********************************************************************************************************************

  The *** Appeal form you submitted states, A denied appeal is considered final and binding. You may not re-appeal unless new information is presented for consideration. It also states, Your appeal form is going to the **** and you have one chance to state your case. Please write accordingly.Showing academic readiness is part of your appeal.
  
  Only the **** has the authority to approve an exception for students who prove extenuating circumstances to return for one term, at their own cost,to attempt to meet ***. If they can meet ***, they can be allowed to return and use federal funding to pay for their classes. If students do not meet ***, they lose funding and cannot be allowed to continue their enrollment. Students are allowed only one exception.

  No peer review is involved in a *** Appeal. The *** Appeal form does not indicate there will be any type of peer review. The *** Appeal is decided by the **** alone. The Appeal form is your opportunity to present your case.  If you do not submit all the information and documents when you submit your appeal, that is your choice. You were instructed to present all documents proving your extenuating circumstances when you submitted your appeal.  

  My research shows that the University followed its published policies. You were dismissed according to the Universitys policies. You were granted the opportunity to return and attempt to meet *** at your own cost according to the Department of Education rules and regulations. I understand that you disagree with that policy and feels the University is forcing you to take a ******, but that is not the case. You are being allowed an additional opportunity to prove that you have overcome your extenuating circumstances and are able to meet the standards of progress required to complete your program on time and with the *** a graduate student must maintain.

  If you do not wish to take the opportunity afforded you, perhaps another university would be a better fit for you. To return to Purdue Global and remain enrolled, you must meet the academic standards of the program.

  Regards,

   

  ************************;

  Student Relations

• Initial Complaint

  Date:07/15/2024

  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 am going to school through my employer's tuition assistance program and am receiving student loans while I am attending Purdue Global University. My employer uses a third party payer called Guild to pay Purdue for my tuition. Purdue has been using my student loans toward tuition and I receive a disbursement when the university received the payment from Guild. I never gave Purdue permission to use my student loans instead of the money from my employer, which I was unhappy about but it never was much of an issue until now. My last term ended on 6/25/24, and Guild sent the payment for my tuition to Purdue Global University on 6/14/2024 and Purdue Global is claiming that they haven't received it. Every time I contact any of their departments via live chat, no one has ever been able to actually help me or even seem to care about my situation. I have contacted the live chat and ********* joined the chat but NEVER said a single word to me BOTH TIMES that I have reached out. I introduced myself and literally 20 mins came and went and he never responded and just ended the chat. When I call, I am on hold for 20+mins then speak with someone to be transferred to the correct department. I wait another 20 mins to speak with someone who may able to help and they have hung up on me on two different occasions. I work full time and am a single mom, I desperately need my money or at least speak with someone who can give me answers or just speak with someone who has compassion and doesn't treat me like garbage would be nice. I need answers. I do NOT recommend this school to anyone. The advisors don't call you back and claim that they called you.

  Business Response

  Date: 07/17/2024

  ****************,

  On behalf of the Chancellor of Purdue University Global, the ****** of ******* Relations is responsible for addressing student complaints.We take all complaints seriously and are committed to investigating them fully.

  In your complaint, you state that you are currently attending Purdue Global through your employer's tuition assistance program, in addition to receiving student loans. Your employer uses a third-party payer called Guild to pay your tuition to Purdue.

  You state that Purdue has been using your student loans toward tuition and you receive a disbursement when the university receives the payment from Guild. You never gave Purdue permission to use student loans instead of the money from your employer.

  Your last term ended on June 25, 2024. Guild sent the payment for your tuition to Purdue Global University on June 14, 2024. Purdue Global is claiming that they have not received it.

  No one at the University is willing to help you.

  I reviewed your records and confirmed that you are a fully funded Guild student. I found that the University was notified on February 7,2024, and again on March 15, 2024, that you were no longer eligible for Guild benefits and would need to find alternative funding to cover your tuition for the 2104C term. No reason was noted to explain why you were no longer eligible for Guild benefits. You will need to discuss that with your employer and/or with Guild. Often students lose funding when their GPA falls below a required level.

  It appears your Guild benefits were reinstated for the 2402C term which means the University will receive payment from Guild in approximately 45 days after that term ended on June 25, 2024. You state you were told Guild sent the payment to the University on June 14; however,payments are not sent until after the term has ended. I do not know why you were told the payment was sent before the term ended. Once the University receives payment from Guild, the funds will be applied to your account.

  The ********************** cannot change the Guild payment process or your employers requirements for eligibility to receive funds.  Your file is correct, as is the information the Universitys Financial Aid Representatives have given you. The University must wait until we receive payment from Guild before we can apply funds to your account. That process can take ***** days from the end of the term. To date, we have not received the funds.
  For the term when you were ineligible to receive Guild benefits and no Guild payment was sent to the University, your federal aid was applied. Without using your federal aid to cover your tuition, you would have been responsible for paying the tuition out-of-pocket.

  I regret to hear you are unhappy with the University, but the Guild payment process is not controlled by the University. I assure you that your funds will be applied to your account as soon at they have been received. Your patience is greatly appreciated.

  Regards,

   

  ***************************

  ******* Relations

   

   

• Initial Complaint

  Date:07/09/2024

  Type:Customer Service 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.

  Once again I am receiving poor communication and conflicting information from the financial aid department. I have spoke to at least 3 individuals who have reported different information about when my funds from my student loans will be dispersed. Originally I was advised 6/27/2024. When that didn't occur I was told 7/1/2024. When that didn't occur I was advised that they would have to manually disperse them and a nice gentlemen assured me that it would be done but since it was July 3, 2024 to give it until the beginning of next week. Understandable due to the federal holiday. Here we are July 9 and I am not being advised that no funds will be dispersed until 7/22/2024. If I wasn't so close to graduating I would quickly leave this institution. The frustration I have experience EVERY single semester regarding financial aid is unacceptable. The "story" changes with every telephone call. I would like my funds dispersed ASAP.

  Customer Answer

  Date: 07/17/2024

  This is not a duplicate just another issue. 

  Business Response

  Date: 07/19/2024

  **************** has previously expressed her dissatisfaction about the service she has received from Purdue Globals ************************* As previously explained, we are so sorry for the delays she has experienced but the situation is out of the Universitys control.

  The ********** of ********* revamped the ***** this year which has caused many problems and setbacks which are not the Universitys fault.Once the students funds are received and posted the students account, the ********************** has 14 days to disburse the students stipends to them. The University must wait until the ********** of ********* sends us the funds to apply to the students account.

  Because of the federal holiday and other unforeseen circumstances,there have been delays the University cannot control. The University received the announcement below on July 16.

  20242025 Financial Aid Disbursement Delay

  Due to delays with the ********** of *********s release of the 2024-2025 Financial Aid Year updates, Federal Grants and Loan payments estimated for July 17, 2024, have been delayed. 

  All aid for the 2024-2025 Award Year will begin disbursing on or after July 24, 2024, once all systems have been updated and enabled to pay funds.
  An email will be sent to students informing them of this delay, and the time frame the funds will be disbursed, instructing students to check their PG Campus for the most current information regarding disbursements.

  Students calling with additional questions regarding their 2024-2025 disbursements, should be encouraged to check their student portal for up-to-date information.

  I understand that **************** is upset. We are frustrated also. I regret that **************** has not received her disbursement but there is nothing the University can do to change the situation. We are giving her the information we can when we receive it from the ********** of *********. We are working to send out disbursements as soon as we can once we receive them.

  Regards,

  ***************************

  Student Relations

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service 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 been attending Purdue Global since August 2023. I have had multiple frustrating interactions with their ************************* The fragmented communication is deplorable. Most recently I have been working on my 2024-2025 funding package. I have had a minimum of three interactions, two by telephone and one via online chat. Each conversation has not led to any progress in a funding offer. I have been told there is a code that was placed incorrectly and they can remove it internally but that still has not occurred. The code is for an aggregate limit on subsidized/unsubsidized loans for undergraduate students. I am not an undergraduate student. I have two bachelors and am currently pursuing my Masters in ************************* with Purdue Global. When I ask for expected turnaround times, they tell me they don't know. When I ask how I will be informed of the status, they don't know. This is causing me undue stress and time away from my daily professional responsibilities to have to deal with. My next semester of courses is scheduled to start 7/3/2024 and I have been working on resolving this "incorrect code" and trying to get a funding offer to pay for my classes for a month now. I am projected to graduate in November 2024. The education I have received has been excellent. The professors are very knowledgeable and contribute to a positive learning environment. The business side of this institution is lackluster and I will not be able to faithfully recommend it to my colleagues due to the experiences I have encountered with the financial aid office and their staff.

  Business Response

  Date: 06/27/2024

  We apologize for any confusing communication **************** has experienced. There have been issues since the ********** of ********* revamped the ***** this year. Her account has been cleared and **************** should be receiving her award letter soon.

  Regards,

   

  ***************************

  Student Relations

   

   

• Initial Complaint

  Date:05/30/2024

  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 a veteran who started using the Post 9/11 GI bill last year (2023) to pay tuition for my master's degree at Purdue Global (PG). I have been with PG since 2016 and have successfully paid for tuition for my associate and bachelor's degrees with military tuition assistance. On May 21, 2024, I returned a missed call from PG student account services, after talking with them, I learned that my account is past due by $540.00. The past due amount is due to PG's error of overcharging Veteran Affairs (VA) for one term. The school's tuition is less for veterans than active-duty soldiers and regular students. I retired September 1, 2023, and my term was July 5, 2023, through September 12, 2023. Due to the 12 days of being a veteran apparently PG should have charged VA the lesser tuition. Recently someone from the PG's finance department conducted an audit and found the overcharge error then returned the $540 back to **. They are now charging me this amount and threatening to suspend my account, which I cannot afford since I am currently taking classes. I have talked to military finance and the student account service department which continue to state I owe this amount. I feel like I have no other option but to pay because I only have four classes left before, I graduate.

  Business Response

  Date: 06/03/2024

  **************,

  The issue was not with the VA33 certifications. Your Tuition Discount was not applied to your account when you moved from Active to Veteran status.  The discount has now been added and posted to your 2401B term.

  I apologize for the error. You should be able to see the correction on your ledger.

  Regards,

   

  ***************************

  Student Relations

   

   

   

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:

  I have reviewed the response made by Purdue Global in reference to complaint ID ******** and find that their response is satisfactory to me. I appreciate the Student Relations department's quick resolution. However, a simple deep dive into my financial account from the student account, military finance, and finance departments could have resolved this issue/error. Rather, than me having to go to the Better Business Bureau.
  

  Respectfully,

  ***********************

• Initial Complaint

  Date:05/20/2024

  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.

  False advertising of an Educational Doctorate Program. I was called within 30 seconds of entering my phone number in an online form. The first person wanted to transfer me to someone else. I requested email info. They sent something very general including filling out financial aid request forms. Clearly fishing for personal information. No info. about my requested program. Just general advertising (false, obviously). There is a fraudulent company impersonating ****** University and it should be stopped! I bet they get tons of $ by saying they accept transfer credit and when you send in your transcript they get your social security number. Cant believe this is legal!!

  Business Response

  Date: 05/28/2024

  Thank you for bringing this to our attention.

  I have requested that our marketing and technology team look into this.

  Regards,

   

  ***************************

  Student Relations

   

• Initial Complaint

  Date:04/17/2024

  Type:Customer Service 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.

  This university is terrible, never contacted me to say how many credits I need to finish my degree, which makes me waste my time and energy, also the only information I have I need to send 2 documents. but the university never contacted me. When I contacted the customer service, it's the type of service I get. Chat Started 5:04 PM All chats may be monitored and recorded. 5:04 PM PG Virtual Agent Connected 5:04 PM PG Virtual Agent Hi ***, Welcome to Purdue Global's virtual assistant. How can I assist you today?5:04 PM ******************* I sent my transcripts 5:04 PM PG Virtual Agent Please wait while we try to connect you to someone who can help. 5:04 PM Hello ***, please wait for the next available representative. 5:04 PM ******** Connected 5:05 PM ******** Hello ***, how can I help you today? 5:05 PM ******************* now said i need to do Toefl also dont said how many credits i need to finish my degree 5:05 PM ******** Have you spoken with an advisor yet at Purdue Global? 5:05 PM ******************* No yet the only information i have in my account Our records show that 2 required documents are now due. To review the documents, visit Account Documents. 5:06 PM ******** Looks like you've completed education internationally. All international students will need to provide "Proof of English Proficiency". 5:06 PM ******************* This university is terrible don't say how many credits I need never contacted me 5:06 PM *********************, thank you have a good day 5:06 PM

  Business Response

  Date: 04/23/2024

  We are working directly with the student to resolve this concern. She was sent the following message and asked to contact the Executive Director for Military Students. She needs to call the number she was given for further assistance.

  ***,

  
  I would like to discuss your application and the process to have your transcripts evaluated so you will have an estimate of the number of credits you would receive towards our program BS *********************************************** and Logistics.  Note: Transcripts for college level coursework need to include the ***** course by course equivalency report.   

  
  I understand you are frustrated and do not feel you have been provided good service.    As the leader of the organization I take responsibility for this situation and would like to work with you to find a solution. 

  
  If you would please provide a time and date I could call to discuss, I would appreciate it.    

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair 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 called for information to enrolled in school instead of getting the information I received disrespect and was hung up on when asked to speak to someone else. I called to get information on a program that I was interested in. the admin counselor that I spoke (******** "***" ******* *********** ****** of ********* Students ************************************************************************************************* Phone: ********************** Email: ***************************************************************** www.PurdueGlobal.edu) to didn't explain everything as well as she could have. it was as if she was busy, and I was interrupting her to be honest. she said she sent me an email with information for the program I was calling to ask about but after 5 or 10 mins I called her back and let her know that I didn't get the email. she told me that I called back 2 minutes ago and that the emails are sent out in batches. I said OK and hung-up the phone. after hanging up I saw i had an email from her but for something that we didn't even talk about. so, I called back only for her to say that she sent that out so that I can make decision on my career goal. I respectfully told her that I didn't ask for that and that I was only interested in the program I spoke to her about. I also asked her if I got the email i didn't ask for why I hadn't I got the email I did ask for? she says because they were sent by two different systems. at this point I ask to speak to someone else because I told her I didn't like her attuite. she says she transferred me to someone name ******. when ****** picked up the phone, she started right off with I can't hear you and she said she would call me back and hung-up the phone. I called back and got the same admin consoler and I ask to speak to a supervisor. she said that he wasn't available and i ask for his contact information, no one has contacted me back. this is unacceptable. you guys should have people who want to help others finish their education not people who come to work and hate their jobs.

  Business Response

  Date: 02/07/2024

  Thank you for making us aware of this concern. I responded directly to the student.

   

  Regards,

  ***************************

  Student Relations

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  Date:01/30/2024

  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.

  This issue has been open with the University since Aug. 2022. We have an office sheet with the process to be taken. It is inconvenient because the office hours for the different departments conflict. I have to have the product to do the class. I have failed the class 3 times because if this missing product. Visio 2019 is the product. They have made it the students responsibility to fill out forms that require information that is only available to school personnel. We have problems that take a full 12 hour wait time to resolve with a whole different team and this turn around is too time consuming for the windows the university has given for the student to manage everything at once. My issue if your departments have a question for a different department it is your job to figure out how to communicate with each other. I should not be the once sending and relay answers back and forth in 12 hour increments. It is **** and the issue is still not solve and I have an email stating this issue is still happening for students. ********* has formally asked for what is known as a global access manager on the Purdue side for this issue. This would be the individual that could get through all these items the student is having a question with. Also if the student has to file a support ticket the items they are requesting are not free to student unless the school account is linked. The ********* site asks for credit debit car information. This should be included in my account.Separately, I need to have those grades removed from gpa average and refunded if they can not get the software available to me and functioning. They also need to specifiy what software is acutually covered in the tuition. The account when you log in says its a student credit but still asks for a debit credit card. This is not a formal procedure for software at a job or for a student. The software comes with the class. I should not require a credit card.

  Business Response

  Date: 02/13/2024

  We have reviewed, and we are still investigating a potential resolution, if any. This student has reported her concern, and multiple individuals tried to help her, including our Associate **** at the time. The student was apparently misinformed on how to download the software, and downloaded it incorrectly. We're not really sure how to help her, but we are looping in the academic chairs to see if they have any recommendations. 

  We will continue to work directly with the student.

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I called and spoke with the financial team to get a better understanding of my account. To get the software mailed to me I started the process of talking to the financial aid officer. It was suggested to me there was an access of funds on my account and they were willing to send them to me to resolve a previous balance, so I wanted to inquire if this could also be done for the software. 

  I was not aware the software I received was downloaded incorrectly. They have not contacted me, to work with me individually. I have been the one starting the conversations. Please provide me that point of contact if one was suggested as attending to my situation. 

  we have not been able to come to an understanding for those funds on the account. So I need a straight answer. They have to answer how every ***** of the money financial  has been allocated to my account from 2022 when I started and it should clearly show exactly why there is an access of funds. Please denote each suggested funds in terms of financial aid or/and/vs. financial award funds. Please also note the policy time frames when items are being sent back to the department of education. Also if they have a policy please request it so I know it is a legitimate procedure they have on file and then forward it to me please.

  Regards,
  
  *************************

  
  

  Business Response

  Date: 02/20/2024

  We understand that ************** is not happy with our response. Currently, we are consulting with the course chair to figure out the most effective course of action, given that we have not encountered this specific type of complaint in the past.
  
  In addition, the course chair is actively looking into ways to support ************** in her classes where she needs access to the software. Even though this looks to be a unique incident, we are committed to finding a solution that not only relieves ****************** concerns but also establishes a system to prevent similar difficulties in the future.

  Unfortunately, there is nothing more we can do at this time. We realize this is not the response ************** wishes to receive, but it is the only response we can offer. This is the first time we have experienced this issue. We are continuing to investigate her concern but have no additional information at this time.

  Regards,

   

  ***************************

  Student Relations

   

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for your response.  I was called from a private number today of the relations specialist that referred the newest information to me about the chair departments' replacement. She told me his name is ****** and we submitted email response to each other and different departments that would need the informations once we have come to a solution. And also hopefully once we have something more concrete established as we go along as well.  This has been a complaint from quite a few students and in an attempt to do som damage control it seems we have added as many reference numbers as once to relay all the information. This web is part of some of the original individuals that have been helping me with this issue since 2022. 

   

  Secondly, I have requested with the information that has been sent over to the new chair and deemed ********* liaison ****** to be reviewed. Also for an immediate singular question from ********* to be answered:

  They have asked for the Global Access Managers contact information. I have also sent the information for the specific individual at ********* that helped me and it also shows the department. I needed once a resolution has been made that has "solved" the problem for there to be an equal and opposite filled out form example filled out with explanation for each entry  that would get you to the correct department that will give the student that "solution" that is one of the tougher toughest questions. 

  Thirdly, 

  This has to be done because of a particular request in the email from *********. They have request this information because in order to help with this particular problem they need the subscription id tied to the profile and there is not way to get that information with our help. This information was not specified and will eat up any type of credit they have mention long before help is complete. This credit for the software was also not mentioned in lieu of tuition needed for the full support of the software. It is inconvenient. There has to be specific instruction FROM THE SCHOOL TEACHING YOU HOW!!!. I DONT understand why there are so many steps to this process. 

  Lastly, if it has some responsibility to me to fill the forms out. I don't want to waist my credits. They have enough examples from other individuals that want an issue resolved. They have to show the student how to resolve the issue with the soft ware step by step. They also don't have any literature outlining how to do these solutions. 

  Regards,
  
  *************************