Complaints

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

close

Find a Location

Penn Foster has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Penn Foster

  200 Hickory St Scranton, PA 18505-1135

  
• 

  Penn Foster College

  14300 N Northsight Blvd Ste 125 Scottsdale, AZ 85260-3674

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:10/17/2025

  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 being contacted by Penn Foster October 2025 about an enrolled from January 2022. I enrolled, but I did not complete any assignments, classes, etc. I even tried to cancel but that situation was very confusing. Now they are trying to charge me for the entire program, claiming I even made several payments to them. When receiving my bank statements, it is confirmed I did not make multiple payments to them. I made two payments, and they werent even the correct amounts the Penn Foster customer service lady told me. I am now in collections, and when reaching out to their collection agency, they were trying to convince me to pay $300 on the spot to get my debt from Penn Foster canceled and taken off my credit report. The customer service rep. **** ********************** was very rude, didnt want to offer any sort of help. Just told me You need to pay this balance. When I tried to tell her again she cut me off and said Can I help you with anything else? They are going against their own policies and this whole situation is feeling like a scam. I am not happy I have to deal with this and I see I am not even close to the first ****** that has had to deal with this nonsense.

  Business Response

  Date: 10/20/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ******** concerns. We sincerely regret any inconvenience or frustration this situation has caused. We have honored Ms. ******** request to drop the outstanding balance of her ************** enrollment with us as she only earned 1 credit.

  We are pleased to have been able to assist and come to a resolution for Ms. ******* We wish her all the best in her future endeavors.

  Thank you,

  *******

  Learner Success Accommodation Specialist

  Customer Answer

  Date: 10/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  I accept the resolution they provided. I am just curious why they tried to go against their policy in the first place? I truly believe these people are out to get money from anyone they can, so please use caution when interacting.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  

  
  

• Initial Complaint

  Date:10/15/2025

  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.

  Unresolved $600 Balance After Program Withdrawal No Response from Penn Foster I withdrew from the Penn Foster Optician program about a week ago and was informed that I owe a $600 balance. I have made multiple attempts to contact Penn Foster through email and phone to reduce payment due to my short amount of enrollment and how little of the program I completed. I have received no response to my emails at all and the one time I got in contact with a representative on the phone they did not resolve my issue or give clear answers to my questions, just hurried me off the ******** support ticket number is CAS-******-F6D5P6. Ive emailed all provided support addresses and called the main and billing lines several times without success. I want to resolve this balance properly and prevent it from being sent to collections.I am requesting a reduction or a clear statement of my remaining balance and instructions on how to make payment or resolve the issue.Thank you for your help in getting a response from Penn Fosters financial department.Program: Optician Student Name: *** ********

  Business Response

  Date: 10/16/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ********** concerns. We have reached out to Ms. ******** directly to discuss her outstanding liability and resolution. We look forward to answering any further outstanding questions she may have. We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodation Specialist

• Initial Complaint

  Date:10/14/2025

  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 enrolled in a career program with Penn Foster August 2024. I graduated from the program and received my diploma in April 2025. It was explained to me that my first exam attempt was covered in my tuition via exam voucher. I submitted my application for said exam in March 2025, couple weeks before finishing the program. here we are October 2025 and I still have not received a code to take my exam. My account is in good standing, financially and academically. Every time I call They tell me where they can see my previous attempts to get my code. Once I finally received a code, I was advised by **** that the code had already been used by another student. Numerous cases has been made for this voucher code and not one resolution!

  Business Response

  Date: 10/16/2025

  To Whom It May Concern,

   

  I welcome the opportunity to address Ms. ******** concerns. We sincerely regret to learn that Ms. ****** has had a less than satisfactory experience while enrolled with us. I am pleased to advise our team has promptly provided Ms. ****** the voucher code via email and this issue has been resolved.

  We wish Ms. ****** the best in her future endeavors.

   

  Thank you,

  *******

  Learner Success Accommodation Specialist

  Customer Answer

  Date: 10/16/2025

  I have received my code and scheduled my exam. Thank you so much!

  Customer Answer

  Date: 10/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ******
  
  

• Initial Complaint

  Date:10/11/2025

  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.

  i have not used the program in months im trying to just cancel my account with them but they are saying i need to pay a $400 liability fee plus administrative fee and enrollment. *** already paid about $220 and only completed the introductory course. i dont feel like i need to pay the liability fee on top of everything else that would be basically the full tuition when ive only used a few classes! that seems ridiculous to me! I hadnt even started semester one!

  Business Response

  Date: 10/16/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ****** concerns. We have reached out to Ms. ****** directly to further discuss the outstanding liability in ordinance with their signed enrollment agreement. We look forward to coming to a resolution with Ms. ******************* you,

  *******

  Learner Success Accommodation Specialist

• Initial Complaint

  Date:10/10/2025

  Type:Product 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.

  RE: Student ID: ********, **: LSD-2186 I am escalating an issue that I have been having with Penn Foster High School ****************** since calling on 9/5/******* Son, ***** **** 9/21/1992, graduated Penn Foster with his HS Diploma several years ago. ***** received a lucrative job offer 9/4/25, as part of his background verification, he must provide his HS transcript or diploma showing that he graduated. After we both contacted Penn Foster on 9/4/25 and 9/5/25, they ordered a transcript to his prospective employer which stated graduation pending. I was told then, by *****, who is said to be a Supervisor who has access to the old system, that she had put in a Trouble ticket to correct the error, as ***** had in fact graduated. Apparently, instead of honoring his graduation, Penn Foster canceled his account showing the debt was still owed. This is totally illegal!!They had student services send ***** a letter of completion. NOT OFFICIAL!I spoke with ****** (******************) again this week after ***** returned from vacation 10/7/2025, after spending over two hours on the phone and waiting for ***** to get out of meetings, ****** told me that she messaged *****, who won't speak directly to me, and ***** submitted the ** that is written above on 9/8/25. I requested the ** number for the one she assured me that she submitted on 9/5/25, to which she (*****) did not have an answer. She also told me that I would need to wait another 3-5 days for resolution, UNACCEPTABLE!!I have called Penn Foster for more than 30 days, spending in excess of what is equivalent to two work days (16 hours) on the phone, with several promises of call backs that I never get. I am requesting a resolution to this issue with contact from Penn Foster's Administration within 24 hours. If I am not contacted and ***** loses his prospective salary due to Penn Foster's negligence, we will take legal action.****** ****-House ************ ********************** *******************

  Business Response

  Date: 10/15/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ****-House's concerns. We do sincerely apologize for any inconvenience or frustration Ms. ****-House, and her family has faced during their time learning with us. I am pleased to advise this complaint was responded to and resolved on Monday 10/13/25, by providing the student's official transcript reflecting graduation to the email associated with the student's account. I have added the official transcript to this response as well for Ms. ****-House's convenience. 

  We wish Ms. ****-House and her family all the best in their future endeavors. 

  Thank you,

  *******

  Learner Success Accommodation Specialist

  Customer Answer

  Date: 10/26/2025

  Thank you BBB. I am so glad that you exist and could get this matter resolved expediently. It is unfortunate that I had to seek resolution with the BBB. This is an educational organization that should do better without the advocacy of BBB. I am pleased with the resolution and appreciate your assistance with this very important matter. I do hope that ***** will not have to suffer the loss of his job offer because of their negligence.

  Suncerely,

  ****** ****-House

• Initial Complaint

  Date:10/03/2025

  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.

  On 9/25/25, I called Penn Foster, as they had sent me almost 24 emails, asking me if I wanted to pay $125 for an extension to my Medical Coding Program. I called, yeah no problem, took my credit card information over the phone, I was given a new end date of 3/27/26. Today, I spent 1/2 an hour on the phone with my instructor, we went over some things, and I was unable to log into my program. She gave me a number to call directly, I called and this lady **** in Finance said, oh no you are not eligible for an extension and immediately said, I would have to enroll again and there was no one I could talk to and nothing she could do. I said this was purely all on your end and I want this situation rectified. She could not help me...I just want what I was offered and paid for, my 6 month extension.

  Customer Answer

  Date: 10/08/2025

  These are copies of all the emails/IM I received from them, way back in August.

  Why are they sending me these for two months, If I was not allowed to have an extension?

  Business Response

  Date: 10/08/2025

  To Whom It May Concern,

  I appreciate the opportunity to address Ms. ************ concerns. We do apologize for any inconvenience or frustration this situation this may have caused.

  Our system is designed to automatically send pre-determined email notifications to students approaching the expiration of their study time, offering an extension option. In this case, the system erroneously suggested a study time extension to Ms. *********** despite her account soon approaching the status of "Maximum Allowable Time." This designation represents a hard stop within our system and cannot be overridden. Maximum study time limits are strictly enforced to ensure compliance with institutional policies and credentialing requirements.

  This issue was resolved on October 4, 2025, and the $125 extension fee paid by Ms. ********** was refunded to her original payment method.

  Should Ms. ********** choose to continue her studies, she is welcome to re-enroll in the program. Upon re-enrollment, her transcript will be evaluated to determine which previously earned credits may be transferred to her new enrollment.
  We wish Ms. ********** all the best in her future academic endeavors.

  Sincerely,
  *******

  Learner Success Accommodation Specialist

  Customer Answer

  Date: 10/08/2025

  Also, this whole process has been a mess!

  My books were supposed to auto ship after my last course, they did not...I had to call for a week, my books came three weeks later!

  As well as they changed over systems and I was locked out for 3 weeks, it took me about 3 hours on the phone trying to get this corrected.

  I have over $1500 in this program now, they offered me an extension I took it, paid them, then had a 1/2-hour conversation with my instructor, she was trying to show me something, but I was locked out again.

  That is when I called and I was told, I was not entitled to an extension, and they send my money back that I had paid over a week ago.

  this whole program/school is shady!  Now I am out with nothing for my 1.5 years with them...

  Customer Answer

  Date: 10/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23967807
  
  I am rejecting this response because:

  It was their fault, the computer didn't take my money, their representative took my credit card information over the phone...if I was not allowed the extension, she should not have provided me one.

  That was not an automated response!

  Now I have to start all over and pay all my tuition again and this is an unfair business act!

   

   

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

  
  

  Business Response

  Date: 10/10/2025

  To Whom It May Concern,

  When a student account reaches the "maximum allowable time" for program completion, it results in a system-enforced stop to their enrollment. However, it is important to note, students who wish to continue their studies and re-enroll are not required to repay the full tuition amount.
  Upon re-enrollment, both academic and financial transfer credits from the students previous enrollment are reviewed and applied accordingly. This ensures that students are not charged again for courses they have already completed and paid for. This process is a standard part of our operations and reflects our commitment to fairness and transparency in supporting student progress. 

  As previously communicated, the $125 extension fee has been refunded. We apologize for any inconvenience this may have caused and are glad the matter has been resolved.
  

  If Ms. ********** chooses to re-enroll, we would love to have her return and continue learning with us. We wish her continued success on her learning journey. 

  
  Sincerely,

  *******

  Learner Success Accommodation Specialist

  Customer Answer

  Date: 10/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23967807
  
  I am rejecting this response because:  they did nothing but tell me too bad and the case was resolved.  I work for a huge ******************** and it's too bad they run such shoddy business, as I would have recommended their program, to all my fellow employees that are interested in coding.  I will be forwarding my complaint with all my concerns to the *****************************
  
  
  Regards,
  
  **** **********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/30/2025

  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.

  I am getting text , email messages from Penn Foster. I tried disputing saying this is not me. Someone has initiated to continue fraud with my information with my credit card for fraud so they can see if card goes through. No signature. No start date, no login, no books no account created but I owe Penn Foster to tell them to stop this immediately before it goes any further. I tried disputing. I could go in circles calling or emailing, They still tell me to pay them which makes no sense.Why should I pay for something I not recognize, did not initiate. Does that make sense pay Penn Foster anyway for something I never received, do not recognize. This is fraud but I pay give away money when I am or tried disputing. They act as though I am student, owe them which makes no sense. Penn Foster says dispute to Penn Foster, I did but give them 212 dollars for nothing. Unknown charges, Not only that this fraudster activities have continued as if testing in unknown charges to see if transactions will go through, I have to contact card ********** goes from 180 to 200 to 212. When did these classes start? When was the bill added, what dates? No classes no login. It's getting to the point I might to go to authorities for non stop emails, text. File a police report.

  Business Response

  Date: 10/07/2025

  To Whom It May Concern, 

  I welcome the opportunity to address Ms. ******** concerns. We have honored Ms. ******** request as no coursework was started. We sincerely apologize for any inconvenience this may have caused. We wish Ms. ****** all the best in her future endeavors. 

  Thank you,

  *******

  Learner Success Accommodations Specialist 

• Initial Complaint

  Date:09/24/2025

  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.

  Signed up for high school diploma program in January 2025 for my son. He was not scheduled to graduate until 2026. He did remarkably well in the program and completed the course work by April 2025. Payments were $250 a month. ****** a payment and was assessed a late fee no issue. Called in to catch up and made payment over the phone. Not given any opportunity to discuss a different payment option and forewarning what could happen if payments fell behind. Made additional payments consecutively in July and August. Logged in September to make a payment and noticed a fee ($165.00)for a collection referral. I called in and spoke with an agent who stated file referred to collections due to 60 past due of non payment. I went over the last months of July and August payments and the agent agreed no lapse. I was then advised the fee could not be waived. This is bad business practice. I signed a contract for a specific amount and now I am be forced to pay additional fees under duress or risk derogatory credit marks and not receiving my sons much needed diploma. I will not be referring pennfoster to anyone I know or value.

  Business Response

  Date: 09/29/2025

  To whom it may concern,

  I welcome the opportunity to address Ms. ****** concerns. Unfortunately, 3 consecutive monthly payments were missed. According to the signed enrollment agreement, (please see page 4) stating, "If my charges are not paid when due, I agree to pay Penn Foster High School all fees and costs associated with the collection of my delinquent account." We regret any confusion or frustration this situation has caused and look forward to continuing to support Ms. ***** Ms. **** can also reach out directly to our ****************** team to discuss the balance and options in detail. They can be reached at *************  

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 09/30/2025

  I made payments in July and August. When payment made is July was never advised account may be reported to collections. When I called in September to discuss. Agent could not rationalize why account sent to collections with payments in last 60 days on account. Very deceptive practice to charge additional fees. I am requesting collection fee be waived and amount of $847.00 be honored. New customers should be aware of paying additional fees under duress if not waived. I am waiting to pay full($847.00) amount to obtain my sons diploma that he earned a year earlier than the program estimated. 
  Thank you
  
   Complaint: 23931130
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/07/2025

  To Whom It May Concern,
  
  We have honored Ms. ****** request as a one-time courtesy due to any confusion or frustration they have encountered. All additional fees that the account has incurred have been waived, including the agency collection fee and all late fees totaling in $217.40. 

  We wish Ms. **** and her daughter all the best in their future endeavors. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:09/24/2025

  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.

  I signed up for floral design and after about 2 or 3 months contacted Penn Foster because I wanted to swap programs to **************** The man I spoke to **** said no problem I wil get u swapped over. No big deal. We'll later I get a notification I owe money for floral design. Come to find out after calling back It was never canceled and now I have to pay for it. I told the woman I spoke with the situation and asked for a supervisor she put me on hold 45min and never came back. So I called today and im told I have to pay even more because it was never canceled by either person previously and now im just stuck paying for two programs. After getting nowhere with the man I spoke to I told him cancel both programs I no longer want to be a part of this scam. He cancels both and tells me I now owe almost 500. I am not going to pay for something they forgot to close and never told me I would have to pay to begin with!

  Business Response

  Date: 09/29/2025

  To Whom it may concern, 

  I welcome the opportunity to address Ms. ****** concerns. We sincerely regret to learn about the experience Ms. ***** described as this is not the experience we aim to set for our learners. We have honored Ms. ***** request as she did not complete any courses within her program(s).

  We wish Ms. ***** all the best in her future endeavors.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:09/24/2025

  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 am currently enrolled in Penn Fosters high school program. I enrolled 7/11/2025 and have completed 8.5 credits along with paying monthly. As of 9/2/2025 they advised me there was an issue with my enrollment and I wasnt in their system. Due to this issue I havent been able do do any coursework that Im paying for and they said that payments must continue. I wasnt advised this would be resolved in 10 business days and its now been ************************************************************************************************* use.

  Business Response

  Date: 10/01/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ******* concerns. We regret to learn about the inconveniences Ms. ****** has faced during her time enrolled in our program. We have reached out to Ms. ****** directly to obtain additional information and resolve all questions and concerns she may have.

  We look forward to assisting Ms. ****** and continuing to support her on her learning journey with us.

  Thank you,

  *******

  Learner Success Accommodations Specialist