ComplaintsforSouthern New Hampshire University

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was taking classes from them, and each time the teachers got worse and worse. I do not think they are fit to teach. That said, my last class with them essentially broke the camels back and I had had enough. I pulled out of SNHU and started with *********. They are saying that I owe them over $1500 claiming my financial aid did not go through, but it did. This is criminal in my book. They are trying to double dip. I had a email confirmation that my aid went out, and I could not start at ********* until I could get my aid again, so they definitely got it. Now they are trying to harass me and threatening to ruin my credit. I am surprised this "university" is still allowed to operate.

  Business response

  03/13/2024

  Thank you for bringing this students concerns to our attention and SNHU would be happy to review the individual concerns the student has raised here. The Family Educational Rights and Privacy Act (FERPA) limits what SNHU can disclose publicly about a student's record. As such, we are unable to comment on any of the particular details referenced in this complaint. We urge the student to file an official appeal with the ********** of ******* Resolution so that we can start to review the particular details of this concern: ******************************************************************************************** id=3. We have also reached out to the student with the information regarding the appeal form. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was accused of sending a teacher that I never had harassing emails and I was falsely dismissed. This needs to be right because I did absolutely nothing wrong.

  Business response

  01/29/2024

  Thank you for bringing this student's concerns to our attention. SNHU has reviewed the individual concerns the student has raised. However, the Family Educational Rights and Privacy Act (FERPA) limits what SNHU can disclose publicly about a student's record. As such, we are unable to comment on any of the particular details referenced in this complaint. We urge the student to connect directly with the Office of Community Standards at [email protected] if he has any questions about his avenues for appeal.

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I attended the University of Febuary of 2022 and I have been an exceptional student. I alwayes reached out for help when needed however, this particular situation has stemmed and nobody has taken the time to actually look through the school records to see what courses I have taken and with what instructor however all my information was found. I am to file an appeal which I have done multiple times and have gotten nowhere and I am nto able to access my student email due to the false dismissal if nothing gets resolved in this manner I will file a lawsuit which I have already started the legal process.

  Business response

  02/07/2024

  As stated, FERPA regulations limit what SNHU is able to share as a public response. If the student has questions or concerns related to the Student Code of Conduct or disciplinary process he is invited to speak with a member of the Community Standards team. Any available appeals channels within the university can be discussed as well. The student can email [email protected] to set up a time to speak further with a member of the team.   

  Customer response

  02/09/2024

  
  Complaint: *******8
  
  I do not accept the business's response as a resolution to my complaint because I have filed numerous disputes and have gotten nowhere and there is absolutely no way I can even access my SNHU email account because the school has locked me out therefore the situation has not been rectified by any means. I have no other options besides suing for falsely dismissing me and being uncooperative. I have tried numerous times to fix the situation and I keep getting the same response therefore the situation at hand is not being solved by this I have to take further action by suint SNHU. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the term 5 May-Jun (23EW5) I met my obligation to continue being enrolled in class by participating at the minimum level, and was unjustly unenrolled from my courses instead of just being given a failing grade. I had zero information from the enrollment personnel on the technology requirements that were necessary for my online courses once they found out that I had 100% GI Bill benefits. I was pushed through enrollment as quick as possible without going over vital requirements needed for successfully completing course work that I feel is an obligation by any higher education provider. I feel like the practices that were displayed by this school were predatory in nature, and if resolution cannot be reached I will seek legal action against Southern New Hampshire University.

  Business response

  10/30/2023

  Thank you for bringing this student's concerns to our attention and SNHU would be happy to review the individual concerns the student has raised here. The Family Educational Rights and Privacy Act (FERPA) limits what SNHU can disclose publicly about a student's record. As such, we are unable to comment on any of the particular details referenced in this complaint. We have reached out to the student directly. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 18, 2022 I got a call from someone claiming to be in the admissions department of SNHU. They proceeded to tell me that the FASFA was a loan not a grant and then I would have to pay it back when I graduated. Also I was only approved for the Pell grant, which is the only financial aid that’s available, I happen to know the FASFA is for row income you know financial aid, federal, not alone but a grant, so I’m confused

  Business response

  11/22/2022

  Thank you for sharing this feedback. A member of SNHU's Student Financial Services team will connect with the complainant via the contact information provided, per her request. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In February it was my 2nd semester and I wanted to withdraw. I sent notifications to the counselor on 2nd day of semester. They didn't process it on time and billed me a partial bill anyway. Now I tried to file a complaint, again they didn't mail it out till time had expired for complaints . Now they have hired a collection agency and attack my credit report, 70 points down due to faulty complaints.

  Business response

  06/15/2022

  Thank you for bringing this student’s concerns to our attention and SNHU would be happy to review the individual concerns the student has raised here. The Family Educational Rights and Privacy Act (FERPA) limits what SNHU can disclose publicly about a student's record. As such, we are unable to comment on any of the particular details referenced in this complaint. We urge the student to file an official appeal with the Department of Dispute Resolution so that we can start to review the particular details of this concern: https://publicdocs.maxient.com/reportingform.php?SouthernNHUnivCOCE&layout id=3. We have reached out to the student directly with the information regarding the appeal form as well.
  

  Customer response

  06/16/2022

   
  Complaint: 17419592
  
  I do not accept the business's response as a resolution to my complaint because:
  
  Sincerely,
  
  Jeffery Mosley

  Business response

  06/24/2022

  Thank you for informing SNHU that the response was not accepted. There was no rationale as to why SNHU's response was not accepted shared in the customer's response, so we are unable to provide a detailed response. We urge the student to either work with SNHU's Office of Dispute Resolution directly or provide a details as to why SNHU's response was not accepted.   

• Initial Complaint

  03/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I looked up information about Southern New Hampshire University once online during 2020 when I was in panic about the direction of my life and career when only necessecary employees were allowed to go to work during Covid. The university solicited me almost daily with emails for me to enroll in programs of interest. When I called to say I have no ACT scores they said I didn't need to test to get in just send my transcripts. I said I could not afford tuition at all or even a fee to apply to this school and was strongly strongly encouraged to apply for FAFSA and told my application fee would be waved. (This is where the university made their error, not caring if the student is ready for college, I SHOULD HAVE taken some sort of entry exam seeing as I had graduated undergrad in 2016 and haven't been in school for 5 years. They only cared about money money money. So I got approved for FAFSA and the Southern New Hampshire University representative called to tell me this and to sign me up for classes on my behalf. I wasn't ready and expressed this and the rep said they have rolling start dates that I only had to wait a few months to start classes not a whole year ( so I could get ready) I was thinking give me time to get enough money to afford this. Anyways she signs me up for 2 classes uses my FAFSA I don't take the classes I lose my FAFSA. Now SNHU wants me to pay plus $5000 for classes I never took, they won't give me the material for those classes so why am I going to pay them? They are a complete scam third tier degree mill and I feel very much played by their policy. Aparently you need to complete some paperwork to withdraw from a class. Yes I never submitted to dicsussions or anything for the classes I was signed up for so the withdrawal should have been automatic. The university records phone calls and they have very nice representatives speak over the phone with you so when you dispute the fraud they can say they have you recorded saying yes to classes.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/10) */ Thank you for notifying SNHU about ********* ********'s concerns. SNHU has re-sent two resolutions letters to the student's SNHU email address that it appears she never retrieved. If the student would like an additional response via the Better Business Bureau, the University's records related to this inquiry are considered "Education Records" pursuant to the Family Educational Rights and Privacy Act of 1974, 20 U.S.C. § 1232g, ("FERPA"), and we are not permitted under FERPA and associated Department of Education guidance to provide directly responsive Education Records to your office in response to this complaint, without the express written consent of ********* ********. Should the student wish for SNHU to respond directly about this issue to the BBB we ask that you please secure a signed consent from ********* ******** in the attached form and provide it to us with your request. From there, we would be happy to provide a thorough explanatory response.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a student I have been experiencing some health issues that have had me out of work for over 2 months and have affected my studies. I was able to get an extension on one class and I've been trying to get an extension on another but they refuse to communicate with me via my personal email address when I've told them numerous times that I have not been able to access my university issued email. Due to the nature of my health issues it is stressful. Courtney H*****'s supervisor then began constantly bombarding me with emails at my personal email address but still refused to discuss an extension. I then spoke with Benjamin D***** about placing a FERPA hold on my account so they could communicate with me via my personal email. He said there's no such thing and argued with me profusely-again adding further disresss. When I asked to speak with his manager he refused and said "that's not going to happen". I recorded the entire call. The university is not allowing me to discuss my academics but they continue to email me telling me that they'd like to help with academics. It seems like they want the date to expire for which I can request an extension so they can say I owe them money.

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/25) */ SNHU appreciates the opportunity to respond to ****** **********'s concerns. The most effective way to ensure that the student's concerns are reviewed is for ****** to file a complaint with the Office of Dispute Resolution using the following form: ************************************************************************ In the meantime it is suggested that she continues to work with her advisor and/or instructor regarding her requests for academic flexibility. Thank you. Consumer Response /* (3000, 7, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already contacted this department as aforementioned. I spoke with Benjamin D***** who refused to address or escalate my concern to his manager. I also contacted to ask about how to submit paperwork for reasonable accommodations and he refused to provide information. I need a response from the Dean or other appropriate department head. There are several violations here that the DOE should be aware of. I expect a response within the coming days. Business Response /* (4000, 9, 2022/03/03) */ A member of the Office of Dispute Resolution team will reach out to the student directly to better understand her concerns and explore what options might be available to address them. Re: the student's request for reasonable academic accommodations, in order to participate in the interactive accommodations process the student should reach out to the Online Accessibility Center ***************************************************************************** The student can also complete SNHU's Accessibility Center Intake Request form and attach medical documentation from her provider to share with the OAC using the following link: ************************************************************************************************************************************* Documentation can also be shared with the OAC by email (***@snhu.edu) or by fax (***-***-****). Any additional questions regarding the academic accommodations process can be sent to the department email as well: ***@snhu.edu Consumer Response /* (4200, 11, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted at my personal email address yesterday by Kayla M******* telling me once again that she had sent a detailed email to my university email address that I've been saying I cannot access for over 2 months now. I immediately responded and requested a phone call since I can only fully discuss my concerns via phone at this time due to my disabling limitations and she again refused to make contact via phone. The university is intentionally ensuring that I cannot document or escalate my complaints or respond to any emails since it has been made clear that I cannot access those emails. I have been asking for a incomplete grade extension for weeks and nobody has informed me of the status. This is clearly an attempt by the university to not only discriminate but also to try and recoupe title funding. I wish to receive a call as I cannot access my emails and my disabilities don't allow me to at this time. I've been out of work for 3 months due to this at the advisement of my doctor; so why SNHU is demanding and insisting that I do is beyond me. Business Response /* (4000, 13, 2022/03/11) */ The student is on the national Do Not Call registry which has made coordinating a time to speak with her more challenging. That said, the Office of Dispute Resolution has since been able to connect with her and looks forward to better understanding her concerns and exploring potential resolutions to them.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1. SOUTHERN NEW HAMPSHIRE UNIV & bal. $0.00 Acct # *******

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/25) */ Contact Name and Title: Janessa S****, Director Contact Email: *********@snhu.edu Thank you for sharing this complainant's concerns with SNHU. SNHU would be happy to open an inquiry into this matter. Since the complainant does not appear to be an SNHU student, however, we are not able to reach the complainant directly via any contact information SNHU has on file. We urge the complainant to contact Janessa S****, the Solutions Team's Director for SNHU, via email at *********@snhu.edu to start the investigation process.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for classes at the beginning of 2021. I was told over the phone by my adviser Christian that I had to pay a total of $70 for my two classes. I paid during the same phone conversation. I informed my advisor of an email that I had received regarding my Financial Aid breakdown but the email would not load. He told me that everything was settled since I made the payment for classes. SNHU then waited until it was too late to drop courses to inform me that I had a $1700+ balance to be paid. I have filed 3 different disputes and told my story to countless "advisers" and "representatives" but instead of getting back to me about my dispute they have sent my debt to collections. I did not complete the courses because I addressed to them during my enrollment period that I would not be continue depending on the balance owed and that balance was withheld from me until it was too late for me to drop the classes. Since this has happened I have been called at least once a month to try to obtain payment and I have retold my story and was told to wait contact from the dispute department. I was told that the only way to talk to anyone in the dispute department was through the dispute form and wait for a response that I have never received. I have asked repeatedly for a phone number to call and no one has been able to provide me with an alternate method to reach a conclusion to my problem.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/02/25) */ Thank you for sharing this student's concerns. SNHU will reach out to the student directly to explore this concern further. Consumer Response /* (3000, 7, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have filed 3 disputes in the past and a 4th this morning. I would like to have addressed why I have never received anything regarding my past disputes and why the school is refusing to address these issues with me further. I have talked to numerous representatives from SNHU and not one can provide me with a proper way of contact to get this resolved and SNHU has repeatedly ignored my complaints and disputes. Business Response /* (4000, 9, 2022/03/09) */ SNHU's records indicate that ****** ******* received a resolution letter from the Office of Dispute Resolution on 3/7/22. If the student has follow-up questions they can connect with the dispute resolution specialist with whom they worked directly. Otherwise, if the student would like an additional response via the Better Business Bureau the University's records related to this inquiry are considered "Education Records" pursuant to the Family Educational Rights and Privacy Act of 1974, 20 U.S.C. § 1232g, ("FERPA"), and we are not permitted under FERPA and associated Department of Education guidance to provide directly responsive Education Records to your office in response to this complaint, without the express written consent of ****** *******. Should the student wish for SNHU to respond directly and promptly to this issue to the BBB we ask that you please secure a signed consent from ****** ******* in the attached form and provide it to us with your request. From there, we would be happy to provide a thorough explanatory response.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacted by the university within the first week of the term and was told there was an issue with my financial. I then told the customer service lady after a lengthy discussion that I wanted to put the present term on hold due to issues with financial aid that I did not want to be stuck with a bill of my financial aid did not go through since if you cancel in the first week of the term the student is not responsible for any charges. At that point I thought everything was on hold and all was well and it wasn't. So I got ahold of the university and tried to work something out and I even appealed the decision with them and they still denied my request to have the money owed for services that were never rendered dropped even though my original phone call was on a recorded line Now a collections company is coming after me for almost $2300. In my opinion I felt deceived by this University so they could make a dollar...

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/01/18) */ I write in regards to a consumer complaint filed with your office. I want to state at the outset that Southern New Hampshire University wishes to be as responsive and forthcoming as possible in resolving the issue raised by ***** *******. We take student concerns very seriously and work to ensure that all student concerns are addressed. The Office of Dispute Resolution has reviewed the complaint and believe we can clarify the concern raised. However, the University's records related to this inquiry are "Education Records" pursuant to the Family Educational Rights and Privacy Act of 1974, 20 U.S.C. § 1232g, ("FERPA"). We are not permitted under FERPA and associated Department of Education guidance to provide directly responsive Education Records to your office in response to this complaint, without the express written consent of ***** *******. We do wish to respond directly and promptly to this issue and address this concern. In order to do so, we ask that you please secure a signed consent from ***** ******* in the attached form and provide it to us with your request. From there, we would be happy to provide a thorough explanatory response.

*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. ↩