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: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:09/22/2025

  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.

  My daughter (***** ******) has been a student of Penn Foster since 2022. I personally enrolled her and have paid the tuition in full. She got prevented from completing the High School diploma program recently because Penn Foster locked it in May 2025 WITHOUT WARNING. We were never informed when we signed up that there was an expiration date on the program. We also never received any emails, texts, or mail warning us that the expiration date was approaching. I have attached a screenshot of the emails I would receive from Penn Foster on a regular basis showing we didn't receive any warnings. My daughter has had to juggle work and school and disabilities. I would assume that if there was an expiration date it would at least be 4 years since that is typically how long high school runs. Therefore, I feel as though we have been set up. We are being told that we have to pay almost $100 to get a six month extension, which is ridiculous to say the least since it doesn't cost Penn Foster a dime to remove a lock that should not be there to begin with.

  Business Response

  Date: 09/23/2025

  To whom it may concern,

  I welcome the opportunity to address Mr. ******** concerns. All enrollments have an expiration date as mentioned in the enrollment agreements. I do apologize for any inconvenience this may have caused. We have applied a courtesy 6-month study time extension so Mr. ******** daughter can continue learning right away. 

  We look forward to continuing to support Mr. ******** daughter on her learning journey. 

  Thank you, 

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:09/18/2025

  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 was enrolled in an online program with Penn Foster and ran into issues that led me to request a withdrawal. On 5/12/25, I called and explained my reasons for wanting to withdraw. However, I was not informed during that call that I had completed over 50% of the course and would still be liable for the full tuition balance. I understand this may be part of their policy, but they failed to inform me clearly or professionally before processing the withdrawal. Had I known I would still owe the balance, I would not have withdrawn and would have resolved the issue to complete the course and get my moneys worth.After I raised this concern, I was told I could reinstate my account. I was transferred to another representative, who also failed to explain what reinstatement meant in terms of financial responsibility. I noticed two balances one for the original course and one for the reinstated one. I specifically asked about this and was told to ignore the original balance and that I would only owe for the reinstated program.On 9/11/25, I called again and was told Im still liable for both balances, including the original balance of $423. I was also issued a $12 late fee, even though I was told previously that I wouldn't owe the original amount. I emailed support the same day and was told the matter falls under the ******************** but I had already spoken with them, and they said nothing could be done.This process has been extremely unprofessional. Key financial details were not disclosed before making major changes to my account. I feel misled and am now being charged for something I wasnt properly informed about. Im seeking a resolution, as this situation is unfair and lacks transparency.

  Business Response

  Date: 09/18/2025

  To Whom It May Concern,
  
  We sincerely apologize for the confusion and frustration Ms. ******** experienced due to receiving conflicting information from multiple departments. This is not the level of service we strive to provide.
  
  After reviewing her records, we confirmed that Ms. ******** canceled and re-enrolled in the same program. The balance from her canceled enrollment has been cleared, and she now owes $0 on that account. A small balance remains on her current enrollment.
  
  Ms. ******** has completed all academic requirements and will be considered graduated once the remaining financial balance is resolved. We wish Ms. ******** all the best in her future endeavors.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 09/18/2025

  
  
  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. 
  
  Beat regards,
  
  ******** ********
  
  

• Initial Complaint

  Date:09/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son, who has a learning disability loves animals, he has a desire to work with animals. So we enrolled him in enrolled in Penn Foster in 12-5-2023 for Veterinarian Assistant. I enrolled in this program based on the promise to the school would provide internship after all classes are completed. The enrollment department stated, the school will help students with internship close to the area the students live in. Also the school told us he can work at his own pace. My son completed his classes. Now the school will not help with intership placement. The told us to call vet place offices in our area. We have called and visit in person seeking help to get my our internship so he can graduate and get his certificate. We contacted the school and have emails, telling them none of the area's offer internship for vet ********** my son won't be able to get his certificate, because the school isn't honoring their promise. We are asking for the $1599.00 back from the school since they failed to honor there policy. We have paid an extra $100 the school made us paid to extend his time to find internship which isn't fair. They want more money to extend time, or he will loose his classroom time completed. We need help, Penn Foster is a fraud and steal people money. We are on a fixed income trying to help my son get a certificate for Vet ***** that he won't receive due the school refusing to help find internship. They cont. to tell lie after lie. We would like to have our money back since they won't give him his certificate, due to not completing internship. Penn Foster refuse to help find a place for him their students to intern. Please help get our money so he can attend a accredited school. Consumers need to beware Penn Foster the enrollment staff lie to students to get their money.

  Business Response

  Date: 09/18/2025

  To Whom It May Concern,
  
  We sincerely apologize for the frustration this has caused and understand how challenging the process can be. To clarify, Penn Foster does not place students in externship sites. While we provide a list of recommended locations, availability is determined by each facility and may varyespecially as many prioritize Veterinary Technician students due to state regulations and staffing needs. This process is the same for all students. Many have successfully completed their externships through persistence and outreach, and we believe this student can too. Our team has been in consistent communication with the student, providing advice and resources to support them throughout this process.
  
  We continue to encourage the student to visit facilities in person with a resume or letter of intent and the externship packet. Exploring sites that are hiring may also present opportunities to complete the externship while gaining employment. We remain committed to supporting the student as they navigate this important step in their program.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:08/22/2025

  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.

  I called for 4 days and nobody answered the phone then on the 6th days when they finally answered I was charged $245 for a cancel fee

  Business Response

  Date: 08/28/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ********* concerns. We have honored Ms. ******** request to drop the outstanding balance on her account as she did not complete any coursework. While we're sorry to see her go, we would love to have her return as a student again in the future if she wishes. We wish her the best in all of her future endeavors.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 09/03/2025

  [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:08/06/2025

  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.

  Below is one of many contacts with Penn Foster regarding my account. I was on schedule to complete my high school diploma by October and ready to enroll in collage. Do to this ongoing situation I might not be able to enroll for fall classes. The problem has not been resolved. Any help in this matter would be greatly appreciated. Yours truly,Recamleyah ***** (ImageSubject High priority Response By Email (****** *.) (07/29/2025 05:18 PM)Hello, I have a ticket in to fix this issue. Looks like your account and your daughters merged under your daughter. This will take time to fix but it will be done. Please give us a call if you need anything further. Best, ******* services ******************* Email (**** *****) (07/21/2025 02:00 PM)You don't often get email from ********************* Learn why this is important To whom it may concern:My name is Recamleyah *****, l am an international student. My student number is ********. On Thursday I was able to log into my student portal with no problem,but Friday when using my log in information it went to my daughter account(student portal ********) I have paid in full and due to finish October 2025.I am losing days and every day is crucial to me because of the due date. Your help in this matter is greatly appreciated. Sincerely Recamleyah ***** Question Reference # ******-000328 Date Created: 07/21/2025 02:00 PM Date Last Updated: 07/29/2025 05:18 PM Status: Solved)

  Business Response

  Date: 08/15/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ****** concerns. Our IT team has made the necessary adjustments to unlink the account(s) in question, so the students may continue learning within their programs. We have reached out to the Ms. ***** directly to provide additional information and to open a means of direct communication to welcome any other questions or concerns she may have.

  We look forward to continuing to support Ms. ***** on her learning journey.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 08/19/2025

  [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: 23706764
  
  I am rejecting this response because: I am still not able to log into my account using my account and password. My daughters account was updated to graduation status but I still have to log into my daughters account in order to get to mine. So basically nothing has changed. 
  
  
  Regards,
  
  Recamleyah *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/26/2025

  Good day BBB,

  I would like to update you that everything is ok now with my penn foster account. Without your help I don't think this could have been done.

  Yours truly,

  Recamleyah Ellis 

  Business Response

  Date: 08/26/2025

  To Whom It May Concern,

  Ms. ***** has confirmed the issue has been resolved entirely. We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• 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,
  
  ****** *********