Complaints

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

close

Find a Location

Penn Foster has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Penn Foster

  200 Hickory St Scranton, PA 18505-1135

  
• 

  Penn Foster College

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2024

  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 have contacted Penn Foster College on numerous occasions, both by phone with excessive wait times each time and their online chat option, trying to obtain an itemized billing statement for the Medical **************** Program I completed in April 2024. My employer provides a tuition reimbursement benefit, however they require I submit an itemized billing statement to complete this. Each time I have contacted Penn Foster College, I have been told varying things relating to my request, either that the school doesn't provide a billing statement which seems almost absurd frankly or that billing statement has been requested and would be mailed to me though each time it has failed to show up. While I do have the student agreement and the paid in full letter provided through the online student portal, I have been informed by my employer's accounting department that these are not sufficient in meeting the requirement of an official itemized billing statement. In light of this, I have now exceeded the 60-days in which my reimbursement isn't considered taxable and will now be taxed on the tuition reimbursement I receive. I am hoping to rectify this issue by having Penn Foster College send me an official billing statement immediately.

  Business Response

  Date: 10/08/2024

  BBB Case Number: 22370664
  Student Name: ******* ******
  Student Number: 23897595
  
  To Whom It May Concern:
  
  I welcome the opportunity to address Mr. ****** concerns. ******** enrolled into the Medical Billing and Coding diploma program on May ******, by submitting a signed enrollment agreement and downpayment. I will include a copy of the agreement. Mr. ****** account went into graduation status on July 21, 2024.
  All terms and conditions were listed on the enrollment agreement the Mr. ****** signed. This included the full price of the program. Students can review all payment information via their Student Portal. On October 8, 2024,a statement of account was emailed to Mr. ******* I will include a copy of the statement. We do not have any other documents that we can provide to **********
  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. Escalation Specialist

  Customer Answer

  Date: 10/09/2024

  [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.  Might I humbly suggest a change in practice and communication with those who take customer service calls and messages that in fact this statement of financial account can in fact be requested and provided upon request as it appears that there is a misunderstanding or miscommunication which required I submit this complaint through the BBB to obtain it. I appreciate the expeditious effort and response. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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 hope this message finds you well. I am writing to express my concerns regarding the expiry of my semester in the Veterinary Technician program. I enrolled on July 6, 2022, and actively worked on my studies throughout 2022. However, in 2023, my dog became seriously ill, requiring my full attention and round the clock care, which ultimately led to his passing. This took a significant emotional toll on me, prompting a decision to pause my studies.I believed the program was self-paced and was unaware of any time limits for semester completion. My enrollment agreement didnt mention a one-year requirement. Had I known, I would have requested an extension.I spoke with a representative who said this info is in my account preferences, but I found it hard to navigate. Although my access expired on 07/06/23, I still have access to my coursework, which confuses me further.Moreover, I was disappointed to learn that I received no notifications about the impending expiration of my program. The absence of an option for alerts regarding semester expiry is concerning, especially since I was informed about a missed payment via email on August 16, 2023after my semester had already expired. If Penn Foster can send reminders about missed payments, I believe similar communication regarding program expirations is equally important.The only option presented to me was to re-enroll and pay for the first semester again, which feels unfair. I raised my concerns, but they werent acknowledged.Given my situation, Im unsure about continuing with the program and would like to explore options regarding the semester I already paid for, including a refund. Thank you for your attention to this matter.Sincerely,****** *** *********************** Student ID: ********

  Business Response

  Date: 10/07/2024

  BBB Case Number: 22361256
  Student Name: ****** ***
  Student Number: 57802733
  
  To Whom It May Concern:
  
  I welcome the opportunity to address Ms. **** concerns. ****** enrolled into the Veterinary Technician A.S. Degree Semester 1 on July ******, by submitting a signed enrollment agreement. I will attach the Enrollment Agreement.  
  All terms and conditions were listed on the enrollment agreement the Ms. *** signed. On October 2, 2024, the Veterinary Client Coordinator reached out to Ms. *** to discuss her concerns and the programs terms. An agreement was reached, and Ms. *** is now enrolled under the ** number ********.
  ********************** is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
  Sincerely.
  
  ****** ********
  Sr. Escalation Specialist

  Customer Answer

  Date: 10/07/2024

  [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:09/30/2024

  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.

  Signed a school agreement on 6-6-23 that said if I cancel after 6 days of starting I would get my money back it said nothing else so I got in a accident and my schooling expired on 8-28-24 and I called to get my money back since I can't work now with my leg gone and they are refusing my refund saying it was only good for a year but nowhere on my agreement does it say that.

• Initial Complaint

  Date:09/29/2024

  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.

  I am writing to formally express my dissatisfaction with the service I have received as a student of Penn Foster College. I am reaching out to you because I do not know where else to turn for assistance. Since my enrollment in August, I have experienced numerous issues with account management and financial mishandling. I was mistakenly enrolled twice, leading to two separate monthly payments that I cannot afford. Despite submitting multiple support cases and making numerous phone calls, the issue remains unresolved, and my concerns have not been addressed for several weeks.I have attempted to speak with individuals in the admissions, financial, and general support departments; however, all phone numbers provided on the Penn Foster website and learner support portal consistently redirect me to the same customer service team. Due to this repeated redirection and the lack of escalation, I am beginning to doubt the existence of separate departments altogether. Furthermore, I have been assured multiple times that someone would get back to me, yet no one has reached out.Due to the poor handling of these issues, I would like to withdraw from the program. However, I was informed there would be a $2000 liability fee. While I understand this is stated in the tuition agreement, given the numerous service failures and unresolved issues, I do not believe it is fair or ethical to charge such a high feeespecially one that exceeds the cost of tuition.I am seeking your help in finding a fair resolution to this matter, as I wish to avoid escalating this further if possible. I would appreciate your assistance in addressing these significant concerns, as my experience so far has raised questions about the credibility of this program.Thank you for your time and attention to this matter.

  Business Response

  Date: 10/09/2024

  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 12, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  
  Our Learner Success and ****************** teams have been in contact with Ms. ****** through various channels to find a resolution regarding the liability on the account. ********************** offers payment plans for each semester, and it seems there was a misunderstanding regarding multiple enrollments. This likely arose due to the financial liability for Semester 1 and the subsequent enrollment in Semester 2. 
  We sincerely regret the inconvenience and frustration this has caused Ms. ******* In light of her less-than-satisfactory experience, we have cleared the balance associated with the cancellation as requested.  
  Please rest assured that we are committed to supporting all our learners and will use this experience to improve our communication and processes moving forward. Penn Foster is devoted to the educational advancement and satisfaction of all our students. ? 
  ? 
  Sincerely, 
  ******* E 
  Learner Success Specialist 
  

  Customer Answer

  Date: 10/10/2024

  
  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. However, while I can empathize with the fact there was a misunderstanding, the fact remains that Penn Foster did not handle this issue appropriately and made it extremely difficult to obtain any clarification or pertinent information. Their inadequate support system prolonged the misunderstanding which resulted in this escalation. I highly suggest they look into their various lines of communication and support for students so that this does not occur in the future.
  
  Regards,
  
  ********* ******
  
  

• Initial Complaint

  Date:08/21/2024

  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 attend ********************************************* and during my time attending the schooling I was unable to get into the the website to submit test or do anything for about two week upon doing the course I was doing I did not like it and I called to ask if I could change my course they told me I was to late being that I could not get into the course they should granted me the change. They are changing me a cancelation fee I feel I don't owe becuase I was unable to get into the site for two weeks.

  Business Response

  Date: 09/03/2024

  BBB Case Number: 22175217
  Student Name: ***************************
  Student Numbers: 240302L2VQ

  To Whom It May Concern: 
  
  I am grateful for the opportunity to address Ms. ******** concerns. *************************** officially enrolled in the Catering Program with Penn Foster Career School on March ******, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  It was brought to our attention that ****************** was experiencing challenges submitting an exam within one of the courses. Our Learner Success Team has connected with ****************** in efforts to resolve the issue. ****************** was asked to provide screenshots or a video of the challenge she had encountered.  Our team did not receive the requested information to further assist in identifying and resolving the issue.

  We regret the inconvenience and frustration this has caused. ****************** did confirm with one of our advocates on March 18th,2024, that she wanted to continue within this program.  As a gesture of goodwill, our Learner Success team has removed Ms. ******** account from collections and cleared the balance associated with the cancellation as a courtesy for the inconvenience caused.Rest assured, we are dedicated to supporting *************** academic journey and wish her well with the next path.

  Penn Foster is devoted to the educational advancement and satisfaction of all our students.  

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

• 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