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:07/30/2024

  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.

  I had enrolled in a degree program 3/1/24, paid for the semester in full. Prior learning credits were evaluated, I was awarded transfer credits, which left me with a $711 credit on my account. Beginning of May 2024, I requested this credit be refunded to me. Received an email on 5/3, with refund CRM# *******, stating that refund check had been processed, and should receive the check within 30 business days. Side note, it takes no more than a week for mail to arrive from the east coast. In any case, I patiently waited. 6/6 rolls around, and still no refund check. I contacted Penn Foster again. I contacted them via chat,phone and email (more times during this whole ordeal than I care to recount). At that point I was told that they no longer issue refund checks, and refunds are issued to the original payment method (my credit card in this case). I then also received a new CRM#...0996032. I was to see this refund within 7-10 business days. 7/2 rolls around, still no refund, so I contact them again. This time I'm being told that the original request was submitted to the wrong department (IT department), and a new CRM# was generated...0933317. And now the story was that I would not be getting a refund to my credit card, but by check, sent directly by the bank, rather than by their accounting ***** Supposedly the bank generated the check on July 2, then I was told on July 1, but either way, I should wait another 14 business days for the check to arrive in the mail. Again, mail from east to west takes no more than a week. No new updates on 7/18, except for yet another CRM #...0933342, for some reason. Last update was yesterday 7/29, with really no update at all, except that the check was scheduled, and I was given a separate $125 courtesy credit for all the troubles (which shockingly I have already received on my card). It's been nearly 3 months, and I am clearly getting the runaround from Penn Foster, with their continuous contradicting stories. I need your help please.

  Business Response

  Date: 08/16/2024

  BBB Case Number: 22066494
  Student Name: *************************
  Student Numbers: 24022889LR

  To Whom It May ******************* am grateful for the opportunity to address Ms. ******* concerns. ************************* officially enrolled in the ******************* program with Penn Foster College on March 1, 2024, by completing and submitting a signed enrollment agreement and paying the full tuition for the first semester.

  **************** was awarded academic and monetary transfer credits from a previous educational institution on March 7, 2024. In May, it was brought to our attention that **************** had not received a refund of $711.00 for the transfer credit. Our Learner Success team requested the issuance of the refund check on May 4, 2024, advising that it would take 30 days for processing and mailing.

  Unfortunately, **************** contacted us to report that the check was not received. Due to the saved payment card on file being expired, we were unable to issue the refund to that card. As a gesture of goodwill, our Learner Success team applied a $125.00 courtesy credit to her account for the inconvenience caused. A tracking number has been provided to **************** for the reissued check for $711.00. We kindly ask that the previous check be destroyed if it is received.

  We sincerely apologize for the inconvenience and frustration this situation has caused. Please rest assured that we are dedicated to supporting **************** throughout her academic journey and are here to help resolve any issues that *** arise. Penn Foster College is devoted to the educational advancement and satisfaction of all our students.  
   
  Sincerely. 
  ***********************************
  Student Services: Supervisor  

  Customer Answer

  Date: 08/16/2024

  [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:
  
  In reference to complaint ID ********, I have reviewed the response made by the business, and although there are material facts that the business both omitted and grossly altered the truth about, in their response, I have finally received the refund check, which is what I wanted. So at this point, I am satisfied.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/20/2024

  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.

  They refuse to fill out any legal document or social security form. I received a benefit from my dad being a disabled veteran and needed a 1372 form filled out saying im a full time student. They refused multiple times and we almost had to get an attorney to get it settled. Social security was able to work it out. But this program is a complete joke. You can hardly get ahold of anyone on the phone number and the course work is sub par.

  Business Response

  Date: 07/22/2024

  BBB Case Number: 22020301
  Name: ***************************
  Student Numbers: ********
  To Whom It May ***************** welcome the opportunity to address Ms. ******** concerns. ****************** enrolled into the High School Diploma program on August 10, 2022, by submitting a signed enrollment agreement and payment in full. ***************** graduated from the program on June 4, 2024.
  

  ***************** has been advised a few times that Penn Foster High School is unable to sign the forms that were requested.
  Social Security paperwork requires students to be a full-time student at an elementary or secondary school (a secondary school is a school at or below the high school level), or the student qualifies for childhood disability benefits.
  Unfortunately,we cannot complete the request for the following reasons:
  

  Social Security generally considers a student to be in full-time assistance if he/she:
  
         * Attends an elementary or secondary level school, as determined by the law of the State or other jurisdiction in which the school is located;
         * Is enrolled in a day or evening non-correspondence course at least 13 weeks in duration;
         * Is scheduled to attend at the rate of at least 20 hours weekly and carries a subject load considered full-time for day students under the schools standards and practices.
  

  One of the benefits of Penn Fosters programs and the reason so many of our students choose our school is the ability to work at their own pace. The flexibility it affords our students does not allow us to certify our students as attending full-time because each student works independently and at their own individualized pace.
  

  Penn Foster High School is regionally accredited by the Commission on Secondary Schools of the ************************* of Colleges and Schools, and nationally accredited through the Distance Education ********************** (DEAC) and Cognia, the world leader in providing improvement and accreditation services to education providers of all types in their pursuit of excellence in serving students. Penn Foster High School is licensed by the ************************ of ******* Licensed Schools
  
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

• Initial Complaint

  Date:07/10/2024

  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 am owed a refund. I have received 3 payments but i am owed more money. Your institution is saying that they are going to send checks for the rest of the money owed to me but that makes no sense when the money can be put back into my account like the last 3 refunds. I am in the process of moving and checks do not get forwarded. Im also very interested in knowing the liability amount for the account and what was included because Ive made payments for over 300$ and thats just about all im getting back which makes no sense. Im locked out of the account so i can not see the financial statements and all what i should be getting back from you all. All im asking for is all of my money put back into my account that you all used to put the first three refunds in. I did not complete one course and i know i am owed more than 300$ i know it. I paid more into it then what i got out of it. Not to have a finical department that customers can reach out to seems like fraud. It does not look right from a consumer standpoint. I have no idea what I paid for and why i am not getting majority of my money back. Makes no sense. I have no idea of what i actually paid because once again you all locked me out of the account so I can not see the statements. I just want my money put back into my bank account

  Business Response

  Date: 07/12/2024

  BBB Case Number: 21967005
  Student Name: *****************************
  Student Number 23835591
  
  To Whom It May ************* welcome the opportunity to address Ms. ******** concerns. ****************** enrolled in the High School Diploma program on January 27, 2023, by submitting a signed enrollment agreement and down payment.
  ****************** completed 6.2% of the program when she requested to withdraw on June 27, 2024. ***************** would be responsible for the programs registration fee +administrative fee + shipping and handling fees (if applicable) + 10% of refundable tuition.
  On July 11, 2024, I emailed ****************** with the breakdown of the programs financials and the cancellation terms. I did advise ****************** that we must attempt to refund the direct payment method the payment was made with. If the financial institution rejects the refund, we must provide a check. As some of Ms. ******** refund was unable to be refunded to the original card, a check was being issued.
  On July 12, 2024, I advised ****************** that her check was placed in our next batch of mail to be picked up. ****************** will need to allow time for the check to be mailed to her.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
  Sincerely, 
  *****************************
  Sr. Escalations Specialist  

• Initial Complaint

  Date:06/21/2024

  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 have been in Penn Foster for 6 years, everything was great until the 2nd externship of the vet tech program. My evaluator/ Instructor was ************************* She was great with helping me and then denied said skill yesterday due to me "needing far too much help" with that skill. I find that very upsetting.. I have been told I am ***** and ******* through the last 5 skills I have left. I am not *******. . There is A LOT to the criteria so sometimes I do forget to do something and that is totally on me. She has made me feel stupid and extremely discouraged to the point . I am to the point where I wouldn't recommend this program to anyone because of her actions towards me. Before this externship I had nothing but positive feedback for Penn Foster. Many people are commiting suicide in this field as you im sure are well aware. I feel very bullied and honestly I feel as though she is retaliating against me for giving feedback in the first place.. Everyone that I have ever dealt with, with Penn Foster has been helpful and encouraging except for ******. I have been an emotional mess since last night There's just a better way of communicating that. I feel as though her communication skills are very poor. After I was wrongfully failed I re-enrolled as i was told just re-enroll and every course will transfer including all the externship skills i have passed that has not been the case ive been waiting and paying for over a month and a half and still have no access or communication as I have to reach out first. I keep getting timelines for when someone will reach out and they never do. I have to reach out to them. Now ive been told i have to redo the first externship that i have passed because it has been 3 years. I dont find that fair. And if there is changes to the 2nd externship ill have to redo that too. I spent over $2000 to do the 2nd externship. I cant afford that again. My issues are still not resolved. I dont know what else to do. please help.

  Business Response

  Date: 06/28/2024

  BBB Case Number: 21883691
  Student Name: *******************************
  Student Number: 22769142/240502PH6I

  To Whom It May ******************* appreciate the opportunity to address Ms. ******** concerns. Our records show ****************** enrolled in Penn Foster College, Veterinary Technician Program on April 15th, 2018, and Re-Enrolled in the same program on May 3rd, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  I am saddened to hear about ********************* experience. We hold our faculty, staff, and learners to the highest standards of integrity. Our mission is to support our learners through their academic journey by providing the necessary resources and feedback to help them achieve their goals. There have been numerous communications regarding the externship and the necessary steps to move forward. Unfortunately, in this situation,****************** did not demonstrate the required skills to complete the course.

  ****************** has received feedback on her academic progress, was noted that ****************** did not pass the externship skill in the three attempts allowed. Although a second attempt is being permitted,re-enrollment is necessary due to the time elapsed since the initial attempts and reaching the permitted time frame for the program. The externship course has been updated to include the current CVTEA-required skills for the program.We regularly update our programs to provide the most accurate and up-to-date materials to prepare our learners for success after graduation. As our program is self-paced, we cannot predict how quickly ****************** will progress in her studies. If ****************** reaches the Externship 2 course before any updates are made, it will not need to be retaken. However, if updates are implemented before the academic progress reaches that stage, a retake will be required. 
  We understand how unsettling it must be for ****************** to learn that she may need to redo the first externship and potentially the entire second one as well. We can imagine how frustrating this is, especially given the financial investment in the second externship.

  We are committed to supporting ****************** throughout the journey, and our Education Team and Learner Success Team are here to assist. We highly encourage learners to engage with us through the Student Portal, where learners can find the Support and Resources Panel. This panel provides access to useful resources and our ************ which can further assist ******************.
  Penn Foster College would like to reassure ****************** that we are here to support her during her academic journey.

  Sincerely. 
  ***********************************
  Student Services: Supervisor  

  Customer Answer

  Date: 07/15/2024

  [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: 21883691
  
  I am rejecting this response because:

  It has been 2 and a half months, I still have not been able to do anything in this program. I have been paying $69 a month to continue to sit and wait and not be able to do anything at all. There has been no communication at all unless I reach out. My english comp credit has not been transferred and I still do not have access to start my 1st externship I was told I have to redo after doing that 3 years ago. There has been no compensation for all the frustration I have been through. I am beyond frustrated with this school and lack of communication. Not being able to complete this program after 6 years is not okay. I have been in this too long to not be able to show anything for it. The evaluator I was given for the 2nd externship was rude and not very good at communicating at all. I was told by ********************* she had a talk and review with her she stated that her communication was not great and needed to be worked on. If that was the case why did I still have this evaluator? The issues I had with this instructor was never resolved. I feel like my issues were put on the back burner and nobody wanted to actually listen to the issues I had with the evaluator. 

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

  
  

  Business Response

  Date: 07/26/2024

  BBB Case Number: 21883691
  Student Name: *******************************
  Student Number: 22769142/240502PH6I

  It is disheartening to hear of Ms. ******** experience with Penn Foster College. We have been in contact with ****************** to discuss the concerns outlined. Our Learner Success Team has connected with ****************** and was able to successfully confirm access to coursework.

  Additionally, we have refunded the payment of $158.00 in Term 1 and $20.00 payment in Term 2. We have adjusted Ms. ******** account for both Term 1 and Term 2 to reflect a zero balance. Penn Foster College hopes this gesture reassures ****************** that we are here to support her during her academic journey.

  We apologize for your experience thus far and wish you the best of luck.
  
  Sincerely. 
  ***********************************
  Student Services: Supervisor  

• Initial Complaint

  Date:06/05/2024

  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.

  These two accounts appeared on my credit report: 2 from the same company PennFoster opened a month or 2 apart. Agency Ive never purchased or received services from I considered reporting it as fraud but the agencies has never replied back neither the collection companies the account was sold to which my knowledge it is a crime and a breach of contract selling accounts to third party agencies. I have these 2 collections active on my credit report making a significant negative impact on it. And it needs to be removed as I never purchased or heard of such agency. I took it upon myself to do a brief research on this company and to my surprise there are countless reports on social media, forums/groups even on the agencies social media accounts of fraudulent charges, opening fraudulent accounts on behalf clients names who have never used or purchased their services so I am not the only one experiencing this issue.

  Business Response

  Date: 06/17/2024

  
  
  BBB Case Number: 21805030
  Student Name: *********************************;
  Student Numbers: ******** & ********
  To Whom It May ***************** welcome the opportunity to address *********************** concerns. ********************** enrolled into the Pharmacy Tech Professional diploma program (Student ID ********* on August 22, 2023, by submitting a signed enrollment agreement and downpayment. I will include a copy of the signed enrollment agreement.  
  As of June 17, 2024, ********************** has completed 6 out of 32 exams under the ******** enrollment. The date of the last submitted exam was on September 8,2023.
  On October 20, 2023, ********* sent an email to the school regarding switching the program. This initiated Incident Reference # ******-000760. I will include a copy of this communication. The email that ********************** emailed the school from is the same email address that was provided to the BBB.
  In the email, ********************** expresses their need to switch to the Sterile Processing program. On October 25, 2023, ********************** was replied to and advised that before they can enroll into the Sterile Processing program, they would owe a liability on their Pharmacy Tech Professional program. ********************** was advised they were still on automatic payments and they could continue making payments on the ******** liability and have a new account opened and pay on that one. ********************* was advised to let us know what he wanted to do.
  On the same day, ********************** replied to the email stating he was not made aware of the terms to close out his current program. ********************** stated he was not requesting to cancel his program but only wanted to switch it.
  ********************* was replied to on the same day. ********************** was advised that if he wanted to be enrolled into a new program, he would need to close out his current course. ********************** was advised that the cancellation terms were located on his enrollment agreement.
  On the same day, ********************** replied stating to cancel his account. ********************** expressed his frustration with the schools process on students enrolling into new programs. ********************** stated he is accepting the decision that is being offered.
  On the same day, ********************** was replied to advising of the accounts cancellation. ********************** was advised that he was on automatic payment, and we could leave that on so the monthly payment plan could continue until the cancellation terms were satisfied ********************** was advised to call us to enroll into the Sterile Processing program if he was interested in the split pay option.
  On October 26, 2023, ********************** replied to the email expressing his frustration with his account being closed and not enrolled into the Sterile Processing program with the terms that were previously provided for a split pay option. ********************** did state that his account was not on automatic payment.
  On the same day, ********************** was replied to advising the school was sorry for the mistake and do see that ********************** was not on automatic payments. It was explained to ********************** that he needed to now call the school to enroll into the program to have the split pay option setup. ********************** did not reply to this response.
  ********************* did not call the school as advised to setup the split pay payment plan.
  On October 26, 2023, ********************** enrolled himself online into the Sterile Processing Career diploma program (Student ID ********* by submitting a signed enrollment agreement and downpayment. I will include a copy of this agreement. As of June 17, 2024, ********************** has completed 3 out of 16 exams. The date of the last submitted exam was on November 2, 2023.
  Due to defaulted payments on both programs, ************************ accounts were referred to a third-party collection agency. The ******** account was reported for the cancellation terms. As ********************** did not close out his ******** account, it was reported for the full program liability. If ********************** were to submit a cancellation request for ********, the terms would be adjusted to the contractual cancellation terms. The agency would then be updated with the adjusted terms for that account. The enrollment agreement does state we can refer to an outside collection agency.
  ********************* will currently need to speak to the collection agency to discuss his financial options for payment.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

• Initial Complaint

  Date:06/02/2024

  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.

  To whom it may concern; I am writing this complaint again Penn Foster. As I recently in 5/31/24 was going through the process of purchasing a home and noticed that I had a new collection account for an alleged debt with Penn Foster. I have not known knowledge of signing up for school with them. This alleged account/debt of $1674.00 is currently showing active on my credit report. This is a complete defamation of character and impacting my creditworthiness to purchase a home or any item when the time sees fit. I have never had any dealing with organization. I requesting this be fully investigated and in negative items assigned to debt collector, USCB Corporation be removed & complete deletion from my consumer report to happen immediately.

  Business Response

  Date: 06/03/2024

  
  BBB Case Number: 21790882
  Student Name: ***************************
  Student Numbers: 23741859
  To Whom It May ***************** welcome the opportunity to address ****************** concerns. **************** enrolled into the A.S. Degree in Accounting on August 24,2022, by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement.
  If **************** believes this is not his account, he must properly dispute the account. We would require a police report to be sent to ********************************** referencing the account ********. Once the police report is on file, we will continue with our investigation.
  Currently the account is placed with a third-party collection agency due to defaulted payments.
  We will continue to assist ****************, once the required police report is provided to us.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

  Business Response

  Date: 06/05/2024

  BBB Case Number: 21790882
  Student Name: ***************************
  Student Numbers: 23741859
  To Whom It May *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  I welcome the opportunity to address ****************** concerns. ****************** police report was provided to the school via the third party collection agency. On June 4, 2024 the account was removed from collections, the account was closed and the balance was adjusted to zero. The account in ****************** name no longer has a liability due. 

  
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

• Initial Complaint

  Date:05/28/2024

  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 saw an ad on social media the first day I started Penn Foster for Sterile processing tech May 8th the full course amount is $1,100 and Iam on a payment plan so I pay $20 every month, i was told that after I finished my Allied health course, then my textbooks would be sent to my home that never happened so I waited a few days and called. It was so hard to get connected to someone when I did get connected to someone they werent really trying to tell me information about my textbook about a week and a half ago I finally got in contact with someone who could answer my question. They told me to check back next week and they should have it. I did so and the textbook still havent got sent out. I think its very ridiculous that I have to spend my money on something thats not useful , then they tell us that we can work out our own pace, but how can we without our textbooks then they tell us not to purchase them or never give us resources. This place of business has not tried to resolve the issue and its getting very tiring. I want a refund immediately. Or I need my textbooks sent out as soon as possible so that I can start my work.

  Business Response

  Date: 06/05/2024

  BBB Case Number: 21770283
  Student Name: ***********************
  Student Number: 240508AJW2

  To Whom It May *********************** am appreciative of the opportunity to address **************** concerns. Our records show ************** enrolled in Penn Foster College, Sterile Processing Program on May 8th, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  ************** has completed the first 2 courses within the program.The next course is Building Blocks of Sterile Processing. This course comes with the Textbook STERILE PROCESSING TECHNICAL MANUAL, 9e.

  Unfortunately, this specific textbook delivery has been delayed due to being on backorder. Penn Foster is scheduled to have the Textbook in stock on or about the 17th of June. Once we have the Textbook in stock we plan to expedite the shipping to **************.  

  We deeply apologize for the delay and any inconvenience ************* has endured thus far. Penn Foster College would like to reassure ************** that we are here to support her during her academic journey.
   
  Sincerely. 
  ***********************************
  Student Services: Supervisor  

• Initial Complaint

  Date:05/25/2024

  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 was signed up for a mechanic course for fun. I opted to do an in person course at a local community college. Upon trying to cancel was locked out of the account and unable. I emailed and the emails were dragged out stating that my account could not be found and that I needed to call. I called and was told my account was not found. However I received an email with a student number and provided that number to the representative. They still told me I was not found. Then my account was charged. I have all email correspondence and dates prove I was within cancellation time frame.

  Business Response

  Date: 06/05/2024

  BBB Case Number: 21761353
  Student Name: *************************
  Student Number: 240411I149

  To Whom It May *********************** am grateful for the opportunity to address ************** concerns. Our records show Ms. *** enrolled in Penn Foster College, Automotive Technician Program on April 11th, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  ************ has been in contact with our *************************** which unfortunately cannot access our newer enrollments/accounts.
  Our Learner Success Advocate team has successfully canceled the Automotive Technician Program with a full refund of $79.00.

  We deeply apologize for any inconvenience ************ has endured thus far. Penn Foster College would like to wish ************ the best during her academic journey.
   
  Sincerely. 
  ***********************************
  Student Services: Supervisor  

• Initial Complaint

  Date:05/17/2024

  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 paid $999 for my daughter to attend Penn foster for the medical billing and coding degree. Its 5/17 and she has no books and they sent her the wrong student number so she has no way to contact them without the correct information . Its impossible to reach the school for help or a refund

  Business Response

  Date: 05/28/2024

  BBB Case Number: 21727844
  Student Name: ***************************
  Student Number: 240409D1KP

  To Whom It May *********************** am grateful for the opportunity to address ********************** concerns. Our records show ****************** enrolled in Penn Foster College, Medical Billing & Coding Program on April 9th, 2024,by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  ****************** has been in contact with our Learner Success advocates regarding her ability to access her account. All shipments for this program are sent once the learner has successfully reached specific points within the coursework. The first shipment would have been sent to the learner after the first two courses were completed.

  We are saddened to report that ****************** has withdrawn from the program as of May 20, 2024, with a refund of $999.00. We deeply apologize for any inconvenience she has endured thus far.

  Penn Foster is devoted to the educational advancement and satisfaction of all our students.  
   
  Sincerely. 
  ***********************************
  Student Services:Supervisor  

• Initial Complaint

  Date:05/09/2024

  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 enrolled in this institution in december of 2023 and cancelled my enrollment in march or april 2023. I was supposed to receive a refund of $629.50. It was allegedly processed on April 24th or 26th, and I still have not received the refund. The cancelation department person l, *****, continuously tells me that the refund was sent but the account that it was sent to and the debit card used to pay are no longer active. I expressed that to her and also provided proof that the deposit was never received and she is refusing to send me my money. She Told me to contact my bank and have them research the refund status which I already did and provided documentation. I have repeatedly asked in more than two dozen emails to have a check sent, and she is refusing to do so. GIVE ME MY MONEY BACK IMMEDIATELY

  Business Response

  Date: 05/23/2024

  BBB Case Number: 21691805
  Name: ***************************
  Student Numbers:24014863
  To Whom It May ***************** welcome the opportunity to address Ms. ******** concerns. ****************** enrolled into the Veterinary Technology Bachelor of Applied Science Degree on December 19, 2023, by submitting a signed enrollment agreement and payment in full for the first semester.
  On April 22, 2024, ****************** withdrew from the program. Due to this, ****************** was eligible for a refund of $629.50. The refund was processed on the same day back to Ms. ******** Mastercard ending in 4637. The refund was successfully processed,and we were provided a transaction reference number of 6628CD4720CCA6A900002385000035D35205382 from Chase.  
  ***************** has been provided with a screenshot and the successful transaction number in reference to her refund. On May 21. 2024, we reached out to ***** regarding the successful refund and Ms. ******** concerns. ***** provided us with a reference number for ****************** to provide her ******************* in order trace her refund. The reference number is 55432864116205733228008.
  As the refund was successfully processed, we are unable to assist ****************** beyond this point.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

  Customer Answer

  Date: 05/23/2024

  [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,
  
  ***************************
  
  

  Customer Answer

  Date: 05/23/2024

  The refund policy was not applied correctly. I enrolled in the first semester and only completed one class out of 4 and of those classes only 7 of the 8 modules were completed. I would like ****** to please provide an email and phone number where I can contact him to address my concerns directly

  Customer Answer

  Date: 05/23/2024

  I dont believe the refund policy was applied correctly. I enrolled in the first semester and only completed one class out of 4 and of those classes only 7 of the 8 modules were completed. I would like ****** to please provide an email and phone number where I can contact him to address my concerns directly

  Customer Answer

  Date: 05/23/2024

  I dont believe the refund policy was applied correctly. I enrolled in the first semester and only completed one class out of 4 and of those classes only 7 of the 8 modules were completed. I would like ****** to please provide an email and phone number where I can contact him to address my concerns directly

  Business Response

  Date: 05/28/2024

  BBB Case Number: 21691805
  Name: ***************************
  Student Numbers:24014863
  To Whom It May ***************** welcome the opportunity to address Ms. ******** concerns. ****************** completed 10 out of the 21 exams required for her first semester. ****************** completed 47.6% of the semester. Per the enrollment agreement that ****************** signed, she is responsible for Non-refundable Fees + Registration Fees+ 50% of the tuition. The proper refund was provided to ******************.
  On. May 28, 2024, I personally emailed ****************** with a breakdown of her direct cancellation terms.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist