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:12/19/2024

  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 a program and asked to withdrawal immediately afterwards. I was informed I would not receive a refund for my previous payment which I was okay with but they want to charge me for the whole program in which I did not accept to continue and now they state the contacted me several times which I did not receive any communication until yesterday that I would be sent to an External Collections and doesnt even state the amount.

  Business Response

  Date: 12/23/2024

  To whom it may concern:
  
  I am grateful for the opportunity to address Ms. ******* concerns. Ms. ****** officially enrolled in the ******************* Program on June 25, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.
  
  We received an initial payment of $50 at the time of enrollment. Per the signed enrollment agreement, Ms. ****** agreed to pay $79 per month until the total amount had been satisfied. Aside from the initial payment,Ms. ****** did not submit any further payments which led to late fees and ultimately a collections agency. We offer our students a 5-day cancellation window to cancel with a full refund. We received communication from Ms. ****** on September 3, 2024 requesting to cancel her program, which was well outside of the cancellation period. Account cancellation was processed at the time of the request and Ms. ****** was notified of her outstanding liability amount. As an act of good faith, we have credited the amount of the agency collection fee and both late fees.
  
  We sincerely regret the inconvenience and frustration this has caused Ms. ******* Our Learner Success Team wishes her continued success in all of her future endeavors. At Penn Foster College, we are dedicated to the educational advancement and overall satisfaction of all our students.
  
  Sincerely,
  ******* E
  Learner Success Specialist

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was thrown out of Penn Fosters school program because a supervisor misgendered me and because I told her please dont call me sweetie , because I dont identify with the female *** as Im going through working on having my pronouns labeled correctly. In my efforts to not hide who I am , I was discriminated against! The fact that she didnt like me talking back to her ,my tone ,that I asked to speak to a supervisor so she got my student account canceled and blocked future enrollment. I have been in contact via phone and email with Penn foster for the last 2 and a half weeks so now all of a sudden after. My conversation with her because I said please dont call me sweetie and the tone of my voice now my account is canceled i finished all my assignments I paid for them . How can she just take away my right of education also what about all the work I had done prior everything was done. She is doing this purposely so that I dont get my Diploma just because I told her not to call me sweetie and because of my tone this is not fair or right at all. I want my story to be heard I have contacted several news outlets She made up an excuse of I submitted a fake Diploma. How is this the reason but from day one when I contacted penn foster and submitted it they acknowledged the confusion and I was told I was not complete with my program that I had a few more assignments 3 left to do I did them I would like to be issued my diploma I earned it fair and square I did the work I paid. I even went back into the program to finish what they said I didnt do this mistake wasnt mine this wasnt my fault that someone issued me a diploma in ********************************************************************************************************************* communicating everything. If that was the case why was this not the case until after the heated phone call with her this morning?This just proves my point of an excuse was made just to have a reason to kick me out the program

  Business Response

  Date: 12/23/2024

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Ms. ********* concerns. Ms. ******** officially enrolled in the Penn Foster High School Program on December 5, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  
  
  Ms. ********** original account was closed by the ********************* in 2019 due to the submission of a fraudulent diploma, which was presented to a third-party verification company. This led to her being placed on the 'Do Not Enroll' list on March 28, 2019. However, due to an oversight in our updated system, Ms. ******** was able to bypass these restrictions and complete the enrollment process, despite being ineligible. Once this error was identified, her enrollment was promptly canceled. There is no outstanding account balance, and all payments associated with this enrollment have been fully refunded to Ms. ******************* sincerely regret the inconvenience and frustration this may have caused Ms. ********* Our Learner Success Team wishes Ms. ******** well in all of her future endeavors. At Penn Foster High School, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I graduated from Penn Foster [***************************************************] in May 2024. I have tried several times to get a copy of my transcript and cannot because the school has an email address with a failed domain on file. This diploma was sent to a nonexistent email and I am unable to order my high school transcript so that I can enroll in community college. I have already tried contacting Support through ****************************** School and told I have to call various different numbers, who redirect me back to that school portal, as the problem lies within their side to update my email address through Parchment. After 4 redirects, I am now filing a complaint for potential fraud. I want my email updated through every single aspect of their site so that I can get what's needed, which is my official high school transcript.

  Business Response

  Date: 12/18/2024

  BBB Case Number: 22699073
  Student Name: ******* *****
  Student Number: VT2300011
  To Whom It May Concern:
  
  I welcome the opportunity to address Mr. ****** concerns. On February 16, 2024, Mr. ***** enrolled into the Vocational Skilled Trades High School diploma program through the third-party DESI. Due to this, ******** is enrolled in our Business to ******************  Mr. ***** graduated from the program on August 16, 2024.
  On August 30, 2024, ********* account was updated with the same email that was provided to the BBB. To request transcripts, Mr. ***** would need to click the Order Transcripts link via the student portal.
  When contacting the school,Mr. ***** would need to reach out to our Business-to-******************** On December 18, 2024, we attempted to call Mr. ***** but received his voicemail. If ******** is still having difficulties ordering transcripts, he can reach out to our Business-to-******************* directly by emailing ***************************************************************************.
  Penn Foster Group is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
  
  Sincerely.
  ****** Kachurak           
  Sr. Escalation Specialist

• Initial Complaint

  Date:12/15/2024

  Type:Order 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.

  8/2/2024- present. I had re-enrolled into Penn Foster college, paid a fine of 275.00$. At time of enrollment I was informed I had 1 year of time in the next semester (semester will be referred to as sem. from now on), I requested assistance to enroll in sem. 2 (I already finished sem. 1 in 2023) & was told to wait while transcripts moved. After multiple calls/emails in 9-10/2024 still no answer on enrollment with only 10 months left to finish. After an 1.5 hour long phone call I was informed I was already enrolled in the sem. 2 of my AA degree in Vet. ****. & my sem. 2 enrollment around 2,000$ was paid in full, they stated that it was because of my request to end the program due to recent income loss with the FL hurricanes they gave me the sem. free. When attempting to start classes I was requested to pay for sem. 2, although I was informed it was "paid in full." During 10/2024 I called/emailed multiple times to cancel my program as I was unable to actually enroll in the sem. 2 due to their computer system ************* so showed no interest in helping to enroll; I was informed I was too late to refund, my lateness was due to their inability to follow through as I was told to wait & wait. I asked to speak to a higher up (emailed/called higher up w/ no answer) & at least halt the program until I could actually start the sem. so the 10 mos. left I had to start & finish sem. 2 wouldn't get shorter: they had no answer but to wait; called 11/2024 & a "case" was created. After multiple calls unanswered I started a 2nd job to pay for the sem. so I wouldn't lose the education & the 8/2/24 payment. 12/8/24 Auto-pay officially enrolled me in sem. 2. I had a life change that added to my bills 12/13/24. As very little schooling was done I requested again to halt Penn Fosters program. I was sent an automated message to pay a 99.00$ fee to end (not halt). I decided against ending the program & tried to log in to continue my classes, the website has since "stopped working."

  Business Response

  Date: 12/16/2024

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Ms. ********* concerns. Ms. ******** officially enrolled in the Veterinary Technician Program with Penn Foster College on August 1, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  I sincerely regret the lack of communication surrounding Ms.********* Semester 2 enrollment. After learning of Ms. ********* hardships surrounding the natural disasters that recently occurred, Penn Foster College dropped the Semester 2 balance entirely to help alleviate some of her financial stress. Ms. ******** was notified via email on September 10, 2024 of this information and provided an individual link for her to continue by enrolling into Semester 2. Regardless, as an act of good faith, we have honored Ms.********* request of cancellation with a full refund. A refund of $375 has been scheduled to be processed in the next 2-3 business days and the account no longer has a pending balance.

  We sincerely regret the inconvenience and frustration this may have caused Ms. ********. Our Learner Success Team is fully committed to assisting Ms. ******** on her academic journey whether she chooses to re-enroll here with us or continue her education elsewhere. At Penn Foster College, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

  
  

  Customer Answer

  Date: 12/16/2024

  [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 more than satisfactory to me, I'm grateful.

  
  Thank you,
  
  ***** ********
  

  
  

• Initial Complaint

  Date:12/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around November 13, 2024, I signed up for a program, Administrative Assistant with Penn Foster. The site would not save any of my quiz scores, had to keep retaking quizzes, no response at all to customer support requests. And only the lowest quiz score was recorded, out of three attempts. I called one day about it and the supposed customer support associate laughed at the fact I kept getting disconnected. I spoke to a supervisor, so she claimed she was and just said, it must be a glitch. But none of my online support requests have been acknowledged at all. Now am receiving emails that my payment is overdue and to make a payment, even though in the same email it clearly states that I am in auto pay, which I should be and the payment should have been received. I cant even log in to my program at all now. But they want their money. I just want the site to work right.

  Customer Answer

  Date: 12/17/2024

  I spoke with ******* at Penn Foster headquarters office, yesterday Dec *******. She tried to reassure me that the company would release me from the financial obligations. I called back this morning and left her a message. I explained that Im sick of these little parlor tricks on websites that I have unfortunately had too many horrible experiences trying to deal with. I asked her to send me a legally binding statement to that effect that I can sign. Shouldnt get any letters from any collection agency in the future. 

  Business Response

  Date: 12/17/2024

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Ms. ****** concerns. Ms. ***** officially enrolled in the Administrative Assistant Program with Penn Foster College on November 12, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  We sincerely apologize for any confusion or miscommunication regarding the practice quizzes and graded quizzes. As requested by Ms. ****** we have successfully processed the cancellation of their program and have dropped the remaining balance associated with the account. I can confirm that their account now has a $0 balance, and no further monetary value is owed.

  We sincerely regret the inconvenience and frustration this may have caused Ms. ****** Our Learner Success Team wishes Ms. ***** well in all of her future endeavors. At Penn Foster College, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

• Initial Complaint

  Date:10/30/2024

  Type:Order 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.

  Signed up for Penn Foster at the end of the school year in May. Payed the down payment and signed up for 1 automatic monthly payment to be withdrawn each month on the 23rd/24th. This month they took my payment out twice with NO AUTHORIZATION from myself as I only agreed to make 1 monthly payment. I have called numerous times and have to sit on hold for over 25 minutes each time to be told I cant speak with a supervisor, they have to place a ticket and get a callback within ***** hours. I was told Id be reimbursed within 3-5 business days. Only to call back and no ticket was submitted. After going through all that again, now they say 7-10 business days. Cant speak to anyone revelant and they had absolutely no permission to take 2 payments out and give me the run around when Im a single mother on a budget and have $0 to my name because they refuse to help or give me my money back only giving me the run around

  Business Response

  Date: 11/08/2024

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Mr. *************** Mr. ****** officially enrolled in the Penn Foster High School Program on April 23, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  It was brought to our attention that after a glitch in our system occurred, Mr. ****** was incorrectly charged twice for his monthly payment. Since this finding, our IT team has resolved the error and we have refunded the duplicate charge amount back to Mr. ****** via his original payment method.

  We sincerely regret the inconvenience and frustration this has caused Mr. ******* Our Learner Success Team is fully committed to assisting Mr. ****** on his academic journey, and we wish him continued success as he progresses. At Penn Foster High School, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

  Customer Answer

  Date: 11/09/2024

  [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:10/28/2024

  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.

  They are not refunding me within the 6 weeks. I have been calling and emailing for weeks. Instead they say they will refund me, which I have in writing from them, but never do. Instead they charge me and mess up my credit. I just want my money back. I have documented ALL of this.

  Business Response

  Date: 10/29/2024

  To whom it may concern:
  
  I am grateful for the opportunity to address Ms. ******** concerns. Ms. ******* officially enrolled in the ************* Agent program on June 6, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.
  
  We received a voicemail from Ms. ******* and responded promptly to her concerns on October 14, 2024 regarding a refund post course cancellation. Due to an error in our system, Ms. ******* received a partial refund. Since, our team has addressed this issue by successfully processing a manual refund to Ms. ******** original payment method for the correct remaining amount she was owed.
  
  We sincerely regret the inconvenience and frustration this has caused Ms. ******** Our Learner Success Team wishes her continued success in all of her future endeavors. At Penn Foster Career School, we are dedicated to the educational advancement and overall satisfaction of all our students.
  
  Sincerely,
  ******* E
  Learner Success Specialist

  Customer Answer

  Date: 10/30/2024

  I received an email saying much the same. As I have been sent many emails filled with guarantees, I am hesitant to close this out before I actually receive the refund. As of 10/30/2024 @ 0938 PST, I have not been refunded.

  Thank you,

  ******* Wingerd 

  Customer Answer

  Date: 10/30/2024

  [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:10/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through my sons account *** had nothing but issues paying online through his account or calling in to apply payments. We had the IT - customer service department create a ticket on July 2024. After my sons account couldnt be used from Mid June. In September they transferred our file to collections and were charging us until the current date. Which is a violation of the Pennsylvania Civil Code, you can not ethically nor legally charge for services not given. Since September Ive been dealing with a finance manager who called and stated they would credit the full amount since they illegally threw me into collections. I had a ticket in and was waiting for a follow up. Later she retracted her verbal contract with me. Ive received numerous calls stating to call them back and they dont leave a phone number so theyll email me requesting more money for services not rendered. And Ive emailed the executives as mentioned in the bio. None of them work there and forward it to a different department. Its been a very unprofessional and unsettling experience. Causing extreme stress and mental and emotional damages to my health.

  Customer Answer

  Date: 10/23/2024

  I received a voicemail from ******* and this whole situation was resolve properly. I no longer need this complaint opened as the voicemail stated that they have now resolved the issue. Thank you 

• Initial Complaint

  Date:10/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 1350 for a high school diploma they will not give me my information I dont know if this a real school I feel like they scammed me.

  Business Response

  Date: 10/18/2024

  I appreciate the opportunity to address Ms. **************** Our records show Ms. ******* enrolled in the Penn Foster High School Program on March 5, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  Ms. ******* completed the Penn Foster High School Program as of September 25th, 2024.  Due to technical challenges with third-party Parchment, the Diploma release was delayed.  Ms. ******* inquiry (September 27, 2024) regarding the release of her diploma was escalated to the Penn Foster Leadership team on September 30, 2024.

  Penn Foster has been in constant contact with Ms. ******* regarding her Diploma. It was confirmed on October 11, 2024, that access to the digital Diploma was available for Ms. ******** Once the learner has received the digital Diploma the printing and shipping of a physical copy begins. ********** was notified of this via email on October 10, 2024 and again on October 15, 2024.

  We are enthused to congratulate Ms. ******* on successfully graduating from Penn Fosters High School Program. It is a great honor to have Ms. ******* as an alumnus and wish her the best in her future endeavors.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.  
  
  Sincerely,
  ******* ********
  Learner Success Specialist

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the program believing this was a current tax course that would provide me the information I need as a bookkeeper to keep building my business. I reached out online twice and never heard anything since all the information was not appropriate for the 2024 term. All the information was 2022 and 2023. How are you going to have a tax class that is already out dated.

  Business Response

  Date: 10/09/2024

  To Whom It May Concern:

  
  I am grateful for the opportunity to address Ms. Dufresne’s concerns. Ms. Dufresne’s officially enrolled in the Tax Preparation Program with Penn Foster College on March 20, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  
  Our Tax Preparation Program curriculum is typically based on prior tax years. This approach ensures that learners gain a comprehensive understanding of established tax principles, regulations, and laws, which may take time to finalize and integrate into educational materials. Using prior years' data allows for a more accurate and complete learning experience, as the information is well-documented and thoroughly vetted. Additionally, many of the core concepts and processes remain consistent, providing a solid foundation for understanding current and future tax practices.

  
  We sincerely regret the inconvenience and frustration this has caused Ms. Dufresne. Our Learner Success Team is fully committed to assisting Ms. Dufresne on her academic journey, and we wish her continued success as she progresses. At Penn Foster College, we are dedicated to the educational advancement and overall satisfaction of all our students.

  
  Sincerely,
  Kendall E
  Learner Success Specialist