Complaints

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

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  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:07/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started attending Penn Foster May of 2025 I started with 0 credits and have now received all 21 with a 3.0 gpa and was told Im not able to receive my diploma without paying ***** and I just want to understand why it ***** to receive something I worked so hard for

  Business Response

  Date: 08/01/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ***** concerns. Ms. *** enrolled in the Penn Foster High School program by signing the enrollment agreement and making the necessary initial payment to enroll.

  To be considered graduated, students must meet all outstanding academic and financial requirements in ordinance with their enrollment agreement. Ms. *** has successfully completed all academic requirements but has not met all financial requirements. 

  Once Ms. ***** account balance is paid in full, she will be considered graduated and receive her diplomas. We congratulate Ms. *** on reaching this milestone and are here to cheer her on to the finish line.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:07/28/2025

  Type:Delivery 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.

  My Siblings and I have paid around 7000 USD in tuition , and we graduated from the Penn Foster High School . However we soon learned that Penn Foster would take a considerable amount of time to ship our diplomas , They said it would take 4 weeks , apart from the fact that such a sluggish shipment courier is unacceptable at a price of around 7000 USD, that was fine with us . During this time , we were accepted into various universities , all of which gave us temporary admission on the basis that we would provide them with a physical copy of our diploma and not a digital one . We were told by Penn Foster not to worry and that we would receive our diplomas . 2 more weeks passed and we were worried beyond belief , Penn Foster sent and email , apologizing for the fact that the delivery did not reach in time , and that they would send it again , and that we have to wait 8 weeks , and that shipping was handled by Parchment, another business , and when we contacted Parchment we were told to contact Penn Foster , We were thrown in a loop . We pleaded and pleaded to no avail , I filed a total of 7 complaints , various phone calls and racked up more than 1000 USD in international phone bills half of the time I was put on hold , we were told that we would be called back , and weren't called back . All our support cases were marked as solved even though we hadn't received the diplomas . But soon , the deadline came , and my siblings and I were unable to provide the diplomas . Our admission and scholarships were revoked . All I ask is that mine and my siblings diplomas be sent to our current postal address within the week via any Express or Expedited shipping courier . Our Student ID's of ********************** are ******V648 , *******IXG , ******ZJ96 and ******LUJP

  Business Response

  Date: 07/29/2025

  To Whom It May Concern,

  I welcome the opportunity to address Mr. ************* concerns. Diplomas are distributed via a third-party company, Parchment. It appears that all four students used an address that Parchment was unable to verify. We have reached out to Mr. *********** directly, via email, to discuss and provide assistance. We are committed to the overall satisfaction of our learners.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/30/2025

  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. I will however file a follow up in case I do not receive my diploma still , and I expect Penn Foster to take appropriate action in that case . 
  
  Regards,
  
  *********** ****
  
  

• Initial Complaint

  Date:07/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  our daughter attended maui hawaii job corps from nov 2023 until april 2024 and ottumwa job corps from april 2024-april 2025. she cannot graduated without her records. we have been trying to obtain our daughters student records in order to register her for this next school year. we have been requesting transcripts since april 2025. now in july we still have not even received a courtesy email. i need the transcripts in order to register my daughter. ****

  Business Response

  Date: 07/23/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ******** concerns. I sincerely apologize for any inconvenience or delays Ms. ****** and her daughter has faced regarding the distribution of transcripts. We have reached out to Ms. ****** directly, via email, to obtain the necessary information to locate her daughters account and assist further. We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:07/16/2025

  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.

  Transaction 10/19/2022- Amount $1,501 While I was excelling in the program's academic portion, the externship requirement has proven impossible to complete despite my extensive efforts. I secured three different placements: the first was a highly unethical and negligent clinic that I reported to Penn Foster, the second backed out after months of delay, and the third canceled after staffing changes. I spent over a year persistently searching for placements, attending interviews, and following Penn Foster's guidance, including using their list of clinics many of which were not viable because they only accepted one student at a time.Throughout this ordeal, Penn Foster provided minimal assistance and no meaningful support to help me fulfill this critical requirement. I have spent significant time, money, and effort, yet I have no degree, no credits, and no path forward within the program. I feel I was misled about the program's feasibility and left without adequate institutional support.Whether or Not the Business Has Resolved the Issue:The business has not resolved the issue. Despite multiple communications over 2 years, phone, email, and reports to Penn Foster, I have not received sufficient support, an alternative solution, or a refund. I am requesting a full refund due to the program's failure to provide the externship support necessary for completion and the undue burden this process has caused me.

  Business Response

  Date: 07/16/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. *********** concerns. 
  While our institution does not directly coordinate externship placements, we are committed to supporting our students in securing their own sites. We provide several resources to assist in this process, including the Externship Site Locator available on our official website.
  As outlined in both the Student Catalog and on our website, students are required to identify and submit an externship site for approval prior to beginning their hours. The relevant guidance states:
  Before you can start your externship, youll need to find and submit a site for approval to complete your hours.

  We are proud to share that thousands of students have successfully completed this requirement and gone on to fulfill their externship goals. We are confident in Ms. *********** ability to do the same and are here to support her throughout the process.

  Sincerely,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/17/2025

  [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: 23608415
  
  I am rejecting this response because:Penn Foster has taken my time, my money, and my confidence. After all my efforts, I have nothing to show for no credits, no progress, and no support. I feel I have been scammed.
  I will not accept this response. For two years, I have tried to secure an externship, but each time I reached out for assistance, I received the same automated, dismissive reply. I am not the only student struggling with this  many of us on *********** have faced the same barriers, and Penn Foster never informed us of how difficult it would be to secure an externship in this area.
  If I do not receive a refund, I fully intend to pursue legal action, alongside others who have shared similar experiences.
  
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/21/2025

  To Whom It May Concern,

  We are pleased to confirm that Ms. ********* has successfully completed all academic requirements for Term 1, including all 28 lessons, and has earned the full credits for that term.
  In Term 2, Ms. ********* has completed 25 out of ************************************************************************ securing a site for her Externship 1. In recognition of this, we have issued a refund for the portion of the program related to the externship that she was unable to complete.

  To date, Ms. ********* has earned a total of 31 academic credits. These credits represent meaningful progress in her educational journey and may be transferable to other institutions, should she choose to continue her studies elsewhere.
  We commend Ms. ********* for her dedication and perseverance, and we wish her continued success in all her future endeavors. 

  Sincerely,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/22/2025

  [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.]
  
  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:07/15/2025

  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.

  In December I became disabled after a very bad car wreck, permanently taking me out of my career as a compounding pharmacy technician. So with my prior background in healthcare I made the mistake of signing up for Penn Foster in Feb 2025 for medical billing and coding. In that contract that I signed to pay, it was stated that Penn Foster would provide the textbooks needed for me to complete my course. Only I'm almost finished minus 2 coding courses and they can't seem to send the coding textbooks. I even asked in my first contact June 18, 2025 if I needed to buy my own since they cant send them, and was told they would be on their way. I've been told for over a month they would send it when I got to the next course, only that I'm now past that course and in the coding one, and they refuse to send the textbooks. I have gotten so many emails with excuses. So far i've been told to wait, that they would send them, over a month ago, and most recently I was told by their lovely student support call center that I still have to pay even if they don't send my textbooks to allow me to complete my course. I did call the above listed number and it goes straight to voicemail. I am current on my payments and hold a 3.75 GPA, but the school can't seem to send me books they promised so I can complete my course. I have 2 courses left, and the absolute disregard for providing me textbooks is ridiculous. Penn Foster is in breach of that signed contract by not providing my textbooks. And trying to get them to send them has been a nightmare. I've most recently been told it was an IT issue as to why I haven't received my books and to wait another 2 weeks. I am not going to pay and will dispute any collections they attempt to send me to because i'm not paying for a school that will not send my textbooks. If Penn Foster can't honor their portion of that contract in a timely manner, I am not liable for continuing to pay for services and materials I'm not receiving.

  Business Response

  Date: 07/18/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ****** concerns. We sincerely regret any inconvenience or frustration this situation has caused Ms. ****** I am happy to report that our shipping team has confirmed that Ms. ****** textbook shipment was mailed on 7/16/25 and according to the tracking information will be delivered early next week. I have provided the tracking information to Ms. ***** via email, for her records. We look forward to continuing to support Ms. ***** on her academic journey. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/21/2025

  Ive received several emails from them stating that they were finally sending my text books after being enrolled since February, and after asking for them for 2 months. As of today the supposed books are delayed and not being delivered. 
  

  its almost August and at this time I just want to withdraw and be done with this school since they cannot even provide the basics like textbooks and then allow people in their call center to be rude and tell me I have to pay them. Well I never got my books, Im at the end of my course and they still cant seem to send them. Ill upload the emails theyve sent to me when they finally did something on Friday last week. This is what I have to do to get any action from a college Im paying? Its not a college I want to be associated with. I dont want to have to fight for my credits or my certification from them like Ive had to fight for text books so I could learn. 
  All Ive received from Penn Foster is apologies but nothing more. So Im sorry for the inconvenience this has caused your fake college, but I will not be giving you anymore money since for a grand total of 6 months since I started, I have not been given text books. Not to mention that it takes 2 weeks to hear back from an instructor. 
  

  I guess they get by on poor, uneducated people wanting to do better. I am neither of those, I simply became disabled and this was the cheapest way to keep myself off the system, while not causing my fianc any extra financial stress. We own a house in ******, well close to half a million, own land in another county too, we also have an attorney whos been guiding us through the court system to get my daughter back after her father kidnapped her a year ago, we pay him dearly and he is more than happy to guide us through this matter as a personal favor, so we have the means to go elsewhere, we also have the intelligence to understand that Penn Foster violated their own agreement when they couldnt provide my text books. I will be contacting my bank now. 

• Initial Complaint

  Date:07/08/2025

  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.

  I have paid roughly 4-500$ to penn foster for a diploma I am trying to move ahead in my classes I have signed on from multiple devices to complete assignments and have about two courses and 5 electives left which I cannot access due to issues with the website this has been over the course of almost two years with the same issue being presented. I have recently not been able to move onto my elective courses to finish and move on to my college courses elsewhere I would like Penn foster to just grant me the credits and my diploma to move on because this is causing me to be not just stuck in classes but stuck in life. I have no further interest in pursuing this with them and I have also paid my tuition to them in full prior to this.

  Business Response

  Date: 07/10/2025

  To Whom It May Concern,

  I welcome the opportunity to address Lacharee's concerns. I have reached out to them directly to obtain further information regarding the roadblocks they are facing and to offer support for a seamless resolution. I look forward to continuing to assist Lacharee.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/24/2025

  Despite my efforts to settle and just part with my diploma after having paying my tuition in full and continuing to try to finish they claim they are not able to settle with that in order to maintain the integrity of their institution which despite my best efforts seems to be compromised already. Ive tried to finish the classes listed above that a support person reached out saying have not been submitted or were not to my instructors standards I wish to be done with this because no matter how much I go back to try to submit and finish these assignments Im continuing to experience issues with the curriculum and website being logged out and or redirected everytime I try to find or finish what they say. Please push for me to seperate with my diploma I am a single mother trying to gain further education and am continuing to be held back by this institution. 

  Customer Answer

  Date: 07/24/2025

  Despite my efforts to settle and just part with my diploma after having paying my tuition in full and continuing to try to finish they claim they are not able to settle with that in order to maintain the integrity of their institution which despite my best efforts seems to be compromised already. Ive tried to finish the classes listed above that a support person reached out saying have not been submitted or were not to my instructors standards I wish to be done with this because no matter how much I go back to try to submit and finish these assignments Im continuing to experience issues with the curriculum and website being logged out and or redirected everytime I try to find or finish what they say. Please push for me to seperate with my diploma I am a single mother trying to gain further education and am continuing to be held back by this institution. 

  Customer Answer

  Date: 07/24/2025

  Despite my efforts to settle and just part with my diploma after having paying my tuition in full and continuing to try to finish they claim they are not able to settle with that in order to maintain the integrity of their institution which despite my best efforts seems to be compromised already. Ive tried to finish the classes listed above that a support person reached out saying have not been submitted or were not to my instructors standards I wish to be done with this because no matter how much I go back to try to submit and finish these assignments Im continuing to experience issues with the curriculum and website being logged out and or redirected everytime I try to find or finish what they say. Please push for me to seperate with my diploma I am a single mother trying to gain further education and am continuing to be held back by this institution. 

  Business Response

  Date: 07/25/2025

  To Whom It May Concern,
  
  We understand that Ms. ****** is a single mother working hard to further her education, and we commend her for her perseverance and determination in pursuing her academic goals. Its no small feat to balance personal responsibilities while striving for academic success, and we truly admire her efforts. That said, we are unable to grant academic credit for coursework that has not been completed, even in light of the challenges she has faced with grade submissions. Our commitment to academic integrity and accreditation standards requires that all students fulfill the necessary academic requirements in order to graduate. To support our learners, we offer one-on-one appointments with instructors for academic guidance, as well as technical support through our Learner Success Advocate team. These resources are available and ready to assist her in resolving any outstanding issues.
  
  We are here to help, and we encourage Ms. ****** to take advantage of these services so she can successfully complete her coursework and achieve her well-deserved goal of graduation.
  
  Thank you for your understanding,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/28/2025

  [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: 23570388
  
  I am rejecting this response because: I have paid my tuition in full. I am not being held back from completing assignments by my own fault I have submitted each assignment requested of me until now and when I am trying to submit the assignments that you all are saying are unfinished I am either being disconnected from the site and redirected to log in. This is not my own fault that the assignments are saying not turned in or unfinished there are countless issues with the website that I am continuing to face when it comes to finishing coursework. Please acknowledge that when you acknowledge the fact that the assignments are not done. The issues are stemming from Penn foster not the curriculum itself but the website. How else am I supposed to finish my work. If you can acknowledge my perseverance then you know how challenging it is as a single mother to be trying to move on with my life and being held back by this consistently. As much as you all have objected to granting me my diploma so I can move on the last few exchanges could have just been me recieving it you have your money let me move on. This is not my own fault. 
  
  
  Regards,
  
  Lacharee Sardis
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/05/2025

  To Whom It May Concern,

  I am personally in process of discussing, via email, the access issue(s) Lacharee is experiencing with their account. Obtaining the additional, detailed information from Lacharee will help us diagnose the issue(s) at hand to ultimately reach a resolution. I am currently waiting on a response from Lacharee with the additional information to move forward. We look forward to continuing to assist Lacharee on their academic journey with us.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:07/02/2025

  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.

  So I enrolled with penn foster last year. They never sent me the contract . An it was going really good until it wasn't. I'd call yo make a payment they would take all my information then the payment was never taken.an late fee then charged I'd pay online to get a confirmation number an they would double charge me. They changed their platform an moved it yo a new website without any warning. Then they no longer provide confirmation numbers with online payments. An since they changed the platform I cannot get the practical labs to load an they refuse to let me start my externship without the labs done. They refuse to let you talk to tech support or an administrator of the college. I never received a contract . Have called an complained multiple times. Spoke on their chat multiple times with my complaints. Asked if I were to unenroll can I be refunded theybtold me no. Now they have sent my bill to a bill collection place yet I call every month or pay online every month for them to not take their money . The phone I had all my proof saved on got stolen and was not backed up so my luck with this school is horrible. I just want what money they have taken returned as I feel their school falsely advertised an never in all my years have I not been able to talk to a administrator of a school regarding issues with the school. So any an all help regarding this matter would be greatly appreciated as im at my whits end in trying to deal with them directly. I called that number they say to call 1st before contacting you with a complaint an it goes straight to voicemail an no one returns a call .

  Customer Answer

  Date: 07/02/2025

  I forgot to mention in my complaint that im enrolled until July 2025 an have no clue why it was sent to collections  and that they locked me out of my account an so I can nolonger login to see my bill or make payments or see my student id number an they take my card information when I call but dont take payment an I've tried paying every month until the locked me out of my account while I was actively logged into it studying 

  Business Response

  Date: 07/03/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ******** concerns. We have reached out to Ms. ****** directly to discuss and address her concerns. I look forward to assisting Ms. ****** further and continuing to support her on her learning journey. We are committed to the overall satisfaction of our learners.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/08/2025

  [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: 23547453
  
  I am rejecting this response because:

  I've attached the conversation held with them an they are no longer responding  an i want my money back  all $592  an the bill removed an taken out of collections as i called them for help multiple times did the chats with them asking for help tried paying called them with card info every month they didn't take the money they refused to let me talk to tech support they refuse to allow me to talk to an administrator I had to have the instructor call me if the practical labs didn't load an it didn't an she said she was having the same issues with all the student they switched to the new platform an they weren't listening to her or the other students either. I chose this school as they are supposed to be an accredited school an have a good rating with the better business bureau.  But they locked me out of my account before the date of enrollment ended which was supposed to be July 7th or 10th 2025 an never in my 34 years of life have I not been able to talk to a school administrator even at the online schools I attended previously ********************* an **********************************; when there was issues they let me speak to tech support an gave advisors an gave information to contact the administrator an provided anything contract.  And I never once received a contract from penn foster an called multiple times asking for them to send it as I had the right to it for them to say they did the day I enrolled with them yet I have absolutely no email pertaining it or a mailed copy of it either . Both previous online schools I attended mailed you physical copies of contracts bills ect.. any an every legal document even mailed the physical books to study with an they are both accredited schools . So I expected the same as them with penn foster I even asked them multiple times for the physical copy of the books to study as I had an iep all thru elementary jr.high and high-school an with my dyslexia an processing delay I learn better with a physical copy rather than digital copy  . An they refused an wouldn't even let me purchase one or tell me how to get a physical copy of the book an without being able to login to the platform I also am unable to log into the book . And they refused to let me unenroll months ago and so I stayed enrolled an was logging in everyday until they locked me out making it to where I couldn't finish anything.  I am so disappointed an disgusted by this school. I enrolled as I wanted to better my life an future an get my kids out of foster care by having a career that pays well enough to provide for them for this school to ruin all that as I haven't been able to complete the corse an get the certification because of their lack of professionalism lack of help an lack of ethics. 

  
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/08/2025

  I was wrong I was to be enrolled until July 30th 2025 . But haven't been able to login since the end of May  I had to send my caseworker proof of enrollment back in March an went an found the screenshot I sent her . 

  Customer Answer

  Date: 07/08/2025

  This is what they finally responded but im not satisfied as what good is the coursework completed if I can't even access it , or get the certification as the course was unable to be completed 

  Business Response

  Date: 07/11/2025

  To Whom It May Concern,
  I welcome the opportunity to address Ms. ******** concerns. We understand that Ms. ****** has requested a refund due to access errors in not being able to access specific coursework and her account due to log in issues. This is certainly not the experience we aim to set for our learners. 
  
  To address this issue, Ms. ****** has only been charged for the courses she was able to successfully complete. Ms. ****** has completed 30 of 32 lessons. Her account balance has been updated to reflect charges only for the 30 lessons she was able to successfully complete. We have also added a $100 satisfaction credit to her outstanding balance for the inconveniences she faced with her program. We wish her all the best in her future endeavors and would love to have her as a student again in the future if she so wishes. We are committed to the overall satisfaction of our learners.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/16/2025

  
  

  I am rejecting this response because:

  
  

  I've attached the conversation held with them an they are no longer responding an i want my money back all $592 an the bill removed an taken out of collections as i called them for help multiple times did the chats with them asking for help tried paying called them with card info every month they didn't take the money they refused to let me talk to tech support they refuse to allow me to talk to an administrator I had to have the instructor call me if the practical labs didn't load an it didn't an she said she was having the same issues with all the student they switched to the new platform an they weren't listening to her or the other students either. I chose this school as they are supposed to be an accredited school an have a good rating with the better business bureau. But they locked me out of my account before the date of enrollment ended which was supposed to be July 7th or 10th 2025 an never in my 34 years of life have I not been able to talk to a school administrator even at the online schools I attended previously ********************* an ***************************** when there was issues they let me speak to tech support an gave advisors an gave information to contact the administrator an provided anything contract. And I never once received a contract from penn foster an called multiple times asking for them to send it as I had the right to it for them to say they did the day I enrolled with them yet I have absolutely no email pertaining it or a mailed copy of it either . Both previous online schools I attended mailed you physical copies of contracts bills ect.. any an every legal document even mailed the physical books to study with an they are both accredited schools . So I expected the same as them with penn foster I even asked them multiple times for the physical copy of the books to study as I had an iep all thru elementary jr.high and high-school an with my dyslexia an processing delay I learn better with a physical copy rather than digital copy . An they refused an wouldn't even let me purchase one or tell me how to get a physical copy of the book an without being able to login to the platform I also am unable to log into the book . And they refused to let me unenroll months ago and so I stayed enrolled an was logging in everyday until they locked me out making it to where I couldn't finish anything. I am so disappointed an disgusted by this school. I enrolled as I wanted to better my life an future an get my kids out of foster care by having a career that pays well enough to provide for them for this school to ruin all that as I haven't been able to complete the corse an get the certification because of their lack of professionalism lack of help an lack of ethics. 

  
  

  
  

  
  

  Regards,

  
  

  *** Rosser 
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/16/2025

  What good does the coursework completed do ne if I have no access to it. Did not receive the certificate an didn't have the opportunity to complete the course as they refused to help an i communicated the issues multiple times . Even asked for a physical copy of the books as I had a iep my whole life an learn better that way than on the computer alone with my processing delay an dyslexia.  So they even ignored my disabilities. An now they want to take ******************************************************************************* locked out of my account so can't see or use any of the completed coursework.  An I was trying to better my life by the opportunity of this course to get a good paying job at the end to get my kids home an out of foster care because minimum wage doesn't pay enough for me an 3 kids by myself . So now they have ruined the opportunity to get a better paying job in the time frame I had to get my kids back . So no I dont accept their response.  I want all my money back an the bill wiped all together.  Because I called evrymonth to pay gave them the card info an they didn't take the money an when they would they would double charge an take late fees an not just the $60 as agreed upon . They refused to fix any an all issues i called them with refused to let me speak to an administrator refused to let me talk to tech support.  So its their employees at the call center that should be held accountable for it as I did what I was supposed to .

  Business Response

  Date: 07/17/2025

  To Whom It May Concern,
  
  Ms. ****** has successfully completed coursework with us that has provided her with valuable knowledge applicable both in everyday life and in real-world professional settings.
  
  We can confirm that Ms. ****** did not submit a request for *** accommodations during her time in the program. As such, we were unaware of any need for accommodations. Nevertheless, we empathize with her situation and have honored her request to waive the small outstanding balance on her account.
  
  Her account balance is now $0, and no further payment is required. We wish Ms. ****** all the best in her future endeavors.
  
  Sincerely,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 07/17/2025

  [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: 23547453
  
  I am rejecting this response because:
     I still want refunded what I paid them as I did call asking them for help multiple times with the multiple issues an they still fail to admit it . An I was going back to school to get a job with good pay to get my kids home an out of foster care . As minimum wage does not pay enough for me an 3 kids . An now the caseworker is going to be petitioning to terminate my parental rights because my income doesn't afford my kids an I an had I been able to complete the course id have a paid internship making more than minimum wage an not facing this issue.i am glad they wiped the bill but that doesn't put the money back in savings to show the state I can take care of my kids. 
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/02/2025

  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.

  This "college" is truly running a scam. I am enrolled in their Pharmacy Technician Professional program because they claimed that this would be the only program that the state of **** would allow me to enroll in. This is a 13 month program that should allow me to sit for the ****. Turns out I only needed to enroll in the Pharmacy Technician (general) program which would have saved me so much time and hundreds of dollars. I am almost finished with the Pharmacy Technician Professional program and will need to complete an "externship". I have already worked as a Pharmacy Technician Trainee and currently have a great job as a ************ Representative within a mail-order pharmacy. They have yet to respond to my message about whether or not I can submit paperwork showing my past and current work experience to bypass needing to find and externship. I have also asked if I could downgrade to the Pharmacy Technician (general) program. No response. These people likely will not respond. Their phone and live chat has been "down" for days and I cannot get through to speak to anyone. This place intentionally scams people who are just looking to get a little further ahead in life. If I do not receive a response I absolutely will be filing a formal lawsuit against this school.

  Business Response

  Date: 07/08/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. *********** concerns. We have reached out to Ms. ********* directly to answer her questions and concerns and also to provide a direct path of communication if any other questions arise. We look forward to continuing to support Ms. ********* on her learning journey.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started Penn Foster on January 22nd 2025. I did all of my work everyday and finished in February 9th 2025. On June 6th 2025 I finished paying off my Penn Foster High School Tuition. I kept asking when the date on my diploma would be and they told me multiple times that it would be the date that I finished my academically and not financially. However on June 6th 2025 I asked once more and the employee told me that it would be todays date. I was very confused because why are different employees saying different things. I asked to speak to a supervisor on June 6th 2025 and none called me back. I called again today ( June 9th 2025) and asked to speak to a supervisor again. However they said that it hasnt been more than 48 hours since I asked to speak to one so I wouldnt be able to since none were available. A couple hours later I got a email stating that they sent me my digital diploma and to view it and download it. I was excited because I thought my prayers were being answered, just to see the date say June 6th 2025. I have spent over $1,000 on Penn Foster just for the date on my diploma to be wrong and I feel like they are ignoring the situation. I am confused on how something to easy to fix is taking forever to get in contact with a supervisor. I graduated with a 4.0 and 24/21 credits exceeding the average and I just want my date to reflect when I finished academically and not finically like many Penn Foster Workers promised.

  Business Response

  Date: 06/11/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ************ concerns. I do apologize for any frustration, confusion, or inconvenience caused by this situation. Students are considered "Graduated" once they have met all academic and financial requirements. Ms. ********** completed all academic and financial requirements as of 6/6/25, which is considered their official graduation date. This date cannot be changed or altered. Again, I do apologize for any inconvenience but am happy to celebrate Ms. ************ graduation!

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 06/13/2025

  [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: 23447380
  
  I am rejecting this response because: I was told by multiple different people that the date on my diploma would say February 9th 2025. Now that I have paid off all of my tuition all of a sudden they wont be able to change the date. This company has lied to many others like myself and I know they have every ability to change the date because the women whom I was on the phone with on Wednesday told me that they did in the past. Its unfair that I have to lose out on 50K worth of scholarships because of what a date on my diploma says. This company has no empathy whatsoever towards their students and only sees them as a money machine. I graduated with a 4.0 and recently took my SAT this past Saturday. Im becoming a young adult and need finical assistance with college that I wont be able to use because your company (Penn Foster) said on multiple different occasions that the date on my diploma would say February 9th. Penn Foster is very inconsistent because I have spoke to others and they said that they finished paying it off on one date but it had the date they completed it academically on it. This is so unfair to me because I stayed up a majority of the night reading the textbooks to get the grade that I deserve just for them to say I graduated June 6th when I truthfully did not. Please do the right thing because your employees spread false information towards me and not Im going to lose out on 50K worth of scholarships.
  
  
  Regards,
  
  ****** **********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/24/2025

  To Whom It May Concern,

  Following a thorough review of Ms. *********** account and records, it has been confirmed that she was provided with accurate information regarding the graduation date. Specifically, graduation status is conferred only upon the successful completion of all academic and financial requirements. We sincerely regret any confusion, frustration, or inconvenience this situation may have caused.  We wish Ms. ********** the best in all of her future endeavors. 

  Thank you,

  *******

  Learner Success Accommodations Specialist 

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against Penn Foster regarding a career course I enrolled in, for which I paid nearly $1,200. I enrolled with the expectation of timely progress and course support, but I have been unable to move forward due to delays beyond my control. On May 17, 2025, I completed the required initial course assignment, which should have triggered the shipment of the next textbook. I was told the book was ordered that same day. A week passed with no update, so I contacted Penn Foster and was told the book was ordered on 05/17 and would be shipped soon. The following week, I called again and was told the order would be marked urgent and I would receive a tracking number in a few days. However, no tracking information was provided. I have followed up twice more over the past two weeks, only to be told to call again next week. As of today, I still have not received the book or any credible update. This delay has prevented me from progressing in the course, which is time-sensitive. It is unacceptable to invest over a thousand dollars in a program and then be left without the necessary materials or support. Given that I have paid in full and cannot complete the course as promised, I am requesting a partial or full refund, or an extension of my course access without penalty, and immediate delivery of the required materials. I enrolled in this course to help secure employment with health insurance, as I urgently need both medication and income. The delays have caused unnecessary stress and disrupted my career plans. I originally discovered this program through an Instagram ad, which emphasized flexible, self-paced learning and career readiness. Based on this, I believed I would be able to complete the course efficiently and begin working soon. The delay in receiving materials contradicts those expectations. I respectfully ask for assistance in resolving this issue promptly.Sincerely, **** ********** ************

  Business Response

  Date: 06/12/2025

  To Whom It May Concern,

  I welcome the opportunity to address Arin's concerns. We sincerely regret any inconvenience or delay they have faced during their time enrolled with us. I was able to connect with our shipping team and confirm a delivery date of 6/7/25. I have shared the tracking and delivery information with Arin for their records and asked that they reach out with any further questions or concerns. 

  Thank you,

  *******

  Learner Success Accommodations Specialist