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:05/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This school is preventing me from graduating. Since the first week of April, I have called and emailed ********/Penn Foster multiple times to correct my account. I am in the final stages of completing my Bachelor's degree, and I only need 3 credits (one class) to finish. For over a month, I've been given the runaround, being told that IT needs to remove the extra classes and leave me with only the Strategic Information Technology course. However, this removal has not yet taken place.I finally spoke with a supervisor who assured me that the issue would be resolved within 3-4 business days. It has now been a full week, and nothing has changed. Additionally, these extra classes that have been incorrectly added are causing me to be overcharged, and I refuse to pay for them since they do not belong in my program. I need this issue resolved immediately, as I was already supposed to graduate, and I am being held back because of this problem.

  Business Response

  Date: 05/22/2025

  To whom it may concern,

  
  I welcome the opportunity to address Ms. ******* concerns. I am pleased to advise our IT team has made the necessary adjustments to the account and Ms. ******** "Strategic Information Technology" course is open for learning. Our team has notified Ms. ***** of this information via email as well. We are committed to the overall satisfaction of our learners. 

  
  Thank you,
  *******
  Learner Success Accommodations Specialist

  Customer Answer

  Date: 06/01/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23344437
  
  I am rejecting this response because:
  
  Please review the new attachments, is why I am rejecting this response. After speaking with SME *** ******* even though I thought it was silly but basically I was told the last major course to take in my degree was the Strategic Information Tech., which of course I passed. I was told that I needed to complete Leadership and Cyber security to finish everything. EVEN though again referring to my attachment I already completed ALL of my credits. I log in today (6/01) and now I see ************************** AND on the main screen saying for me to pick 2 additional subjects. This is already frustrating beyond belief I was suppose to have graduated and they are giving about a whole other semester even though I completed all my credits. I want those added classes removed...once I finish the leadership and cybersecurity I am DONE. I expect my degree once paid, so remove those other classes.
  
  
  Sincerely,
  
  ********** *****
  
  Regards,
  
  ********** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/09/2025

  To Whom It May Concern,

  My team and I have worked to resolve Ms. ******* concerns and have reached out via email to discuss in further detail. We look forward to continuing supporting Ms. ****** We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in 2020. In Nov 2024 logged in to finish a class that I had not finished in a long time & could no longer submit them. Talked to support, they said I had taken too long & needed to unenroll and then reenroll. The contract says you have 72 months to finish the program & at just 48 they told me I HAD to unenroll. I wanted them to complete a transcript assessment prior to reenrolling to make sure I would get credit for what I had done. I asked them to do this multiple times throughout the end of Dec up until early Mar I got a call apologizing saying they had no idea why it wasnt done & would do it asap and call me to discuss. It got done about a week later but then I could not get anyone to respond or call me back for price. Finally got email that I was given credit for semester 1 and to call to get started on semester 2. I did & was told it would be $900 to finish semester 3 and then ~$1600 for the 3rd & 4th which I agreed to. Said it would look like I was starting over, but to give it 24 ********** would get set to where I am. Logged in, it said I was done with semester 1 & needed to pay an additional $1600 to unlock semester 2. Called ************ agreed it was weird and said hed see about getting it fixed, just to come back on the phone & say it was correct. acknowledged I was being asked to pay $900 for a semester that I was given full credit for &then full tuition for a partial semester. asked many times to talk to supervisor to try & resolve. was ignored. had to withdraw to not lose all that money & then they tell me that I had to pay $225 to withdraw. I pointed out in their contract it states withdraw within 6 days with no fees &you get refunded your $ & that they were behaving in a fraudulent manner. Response acted as if they never asked for $225 and just said that they were issuing me a refund. I just want some answers as to why this happened and why I was told one thing and then it completely changed once I enrolled. *** call for more details.

  Business Response

  Date: 05/19/2025

  To whom it may concern, 

  I welcome the opportunity to address Ms. ******* concerns. We have reached out to Ms. ***** directly to address her outstanding questions and concerns. I look forward to assisting Ms. ***** further. We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:05/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in courses with Penn Foster and was supposed to receive a textbook as part of my payment. Despite contacting them multiple times, I never received the textbook. This material is essential to my learning experience, and not having it has caused me to miss important information necessary for my studies.

  Business Response

  Date: 05/15/2025

  To whom it may concern, 

  I welcome the opportunity to address Ms. ********** concerns. We sincerely apologize for the inconvenience Ms. ******** has faced in relation to the textbook delays. I have reached out to Ms. ******** via email to open a direct line of communication and to discuss next steps to have a new shipment sent out to ensure she is able to resume her studies as soon as possible. I look forward to assisting and coming to a resolution for Ms. ********************* you,

  Kendall 

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am writing to file a formal complaint regarding a collection that was reported on my credit report by ****************************** for Penn Foster. I am currently active with my account and have been consistently up-to-date with all payments. However, despite being current and having no outstanding balance, I discovered an incorrect collection entry that is negatively affecting my credit report and credit score.Details of the ************************ ****************************** Original Creditor: Penn Foster Account Name/Number: [Insert the name of the company and your account number if applicable]Date of Collection: [Insert the date when the collection was reported]Current Status: I am current with all payments and there is no outstanding balance on my account.Discrepancy: The collection was reported inaccurately as an outstanding debt, despite my active and current status with no overdue balances.Action Requested:I request that this collection be removed from my credit report immediately, as it is an error and does not reflect my current financial status. I would appreciate if you could investigate the matter with ******************************, correct this mistake, and provide me with confirmation once it has been resolved.

  Business Response

  Date: 05/15/2025

  To whom it may concern,
  
  I welcome the opportunity to address Ms. ********** concerns. Unfortunately, we have received only 1 payment for Ms. ********** Penn Foster High School enrollment. This payment was received on 9/6/24. Due to 6 months of consecutive missed payments, Ms. ********** account was sent to a collection's agency on 3/19/25. I have attached a copy of Ms. ********** ledger card for reference. I sincerely regret any confusion or frustration this situation has caused, and we wish Ms. ******** the best in all of her future endeavors. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 05/16/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23328568
  
  Thank you but I am rejecting this response because:

   However, it is clear that the documents I initially submitted were not thoroughly reviewed, as several key facts have been overlooked or misrepresented.
  
  First, the response incorrectly identifies me as Ms. ******** when I am in fact Mr. ********. This may seem minor, but it reflects a lack of attention to detail that also appears in the handling of my account.
  
  More importantly, the business claims that only one payment was received on September 6, 2024, and that my account was inactive and sent to collections as of March 19, 2025. This is completely false. I have re-attached my payment records directly from Penn Fosters own website, clearly highlighted to show that:
  
  My account is ACTIVE and CURRENT
  My most recent payment was made on May 2, 2024, not September 6
  There are multiple payments reflected on the account
  
  This demonstrates that the reporting to collections is not only inaccurate but also damaging, as it resulted in a false derogatory **** on my credit report.
  
  I respectfully request that your team carefully review the attached documentation this time and take immediate steps to correct the misinformation with your records and the credit reporting agency. Simply dismissing my concern without examining the full evidence is unacceptable and harmful.
  
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/16/2025

  Pictures added AGAIN

  Customer Answer

  Date: 05/16/2025

  Pictures added AGAIN

  Business Response

  Date: 05/16/2025

  To whom it may concern, 

  Upon further investigation, it was found that Ms. ******** had two enrollments in the same course. Our ********* services team has removed the initial enrollment from collections, cancelled the account, and issued a $75 refund for the amount paid. Ms. ******** may continue in her current program as it is currently up to date on payments. We do regret any confusion or frustration this situation has caused.  I am pleased to have been able to resolve this issue for Ms. ******** and wish her the very best in continuing her education with us.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 05/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  
  

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in Penn Foster High School and paid monthly tuition fees. I completed all required coursework, including English, Math, Spanish, Science, Social Studies, and extra credit courses. After submitting my final English project, my instructor initially failed me multiple times due to unclear instructions. Once the instructions were clarified, I successfully completed the assignment with a passing grade.However, after completion, my account was shut down under false accusations of plagiarism. My appeal was wrongfully denied, and I lost access to my coursework and diploma despite finishing all requirements.Penn Foster then demanded I pay the full balance of $1,120, despite their unfair academic and appeal process. Now, they have reported the balance to collections, damaging my credit.I am requesting Penn Foster remove the balance, reinstate my account, and properly assess my coursework. Their handling of this matter has been unethical and potentially fraudulent.Desired Outcome:Debt removed from collections Diploma reinstated or coursework restored Fair review of my appeal and proper grading of my work

  Business Response

  Date: 05/13/2025

  To whom it may concern,

  
  I welcome the opportunity to address Ms. ******** concerns. Ms. ****** was dismissed on December 8, 2023, for plagiarism. Appeals must be submitted within 10 days after the violation charge date. There is no record of an appeal being received from Ms. ******* We do regret any frustration or inconvenience this situation has caused, and we do wish Ms. ****** the best in all of her future endeavors.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 05/26/2025

  Dear Better Business Bureau,
  
  
  I am writing regarding my complaint against Penn Foster High School, which was recently marked as closed on the grounds that I did not respond within the 10-day period. I respectfully request that this case be reopened immediately, as I did respond within the given timeframe via postal mail, as requested.
  
  
  My mailed rebuttal included:
  
  
  A written explanation of my concerns,
  
  
  Confirmation that my appeal was submitted,
  
  
  Reference to audio/phone conversations with Penn Foster advisors acknowledging receipt of my appeal,
  
  
  And copies of my correspondence that were also sent to the *************************************
  
  
  
  
  I have been taking every step diligently to pursue this issue in good faith. I kindly ask that BBB review my mailed materials and reinstate my complaint for proper investigation and closure.
  
  
  Please confirm once this has been received and advise on next steps.
  
  
  Sincerely,
  Jasmine Jazz ******
  *********************
  ***********************
  ***************************
  ************
  
  

  Customer Answer

  Date: 06/13/2025

  See Attachment 

  Business Response

  Date: 06/13/2025

  To Whom It May Concern,

  We appreciate Ms. ****** taking the time to submit the provided documents. Our team has discussed and decided to honor her request in reviewing her appeal. We will reach out to Ms. ****** once the appeal review is complete to share our decision. I look forward to assisting and coming to a resolution for Ms. ******* We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 06/23/2025

  Dear Ms. *********************** you for the update. I apologize for the delay in respondingI was feeling unwell and unable to reply by last nights deadline. However, I would like to formally decline the resolution provided by Penn Foster for the following reasons:
  
  
  While they stated my appeal was granted, I have not received any direct confirmation, access to my student portal, or clear instructions on how to continue my program or obtain my high school diploma. I sent a follow-up email to Penn Foster over a week ago and have not received any response other than an automated ticket number.
  
  
  Without concrete next steps or actual re-enrollment information, the matter remains unresolved. I respectfully ask that the BBB reopen the complaint or note that I remain dissatisfied due to lack of follow-through and clarity from the institution.
  
  
  Please let me know if any further documentation is needed. I sincerely appreciate your help throughout this process

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am enrolled in Penn Foster College and I'm very dissatisfied with the time they take to grade things. I have submitted work to be graded almost 10 days ago. I want to cancel my enrollment! I regret choosing them as a school, as I am also locked out of certain classes. When I try to contact them, the phone system hangs up or the online chat box force closes!

  Business Response

  Date: 05/07/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ********** concerns. We have contacted her directly via email to assist and discuss her questions. I look forward to assisting and coming to a resolution with Ms. ********* We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered transcripts and they did not show the date I completed everything I requested that the transcripts be update and they told me I will have to order another transcript which I have to keep coming out of pocket for not guaranteed the correction

  Business Response

  Date: 05/05/2025

  To whom it may concern,

  I welcome the opportunity to address Ms. ****** concerns. I have reached out to Ms. ****** via email to answer any outstanding questions or concerns she may have and to assist further. We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:04/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 1 credit short and I cant get a hold of my professor to find a solution to complete the last credit and now since the course is paid off I feel ripped off!

  Business Response

  Date: 04/30/2025

  To Whom It May Concern,

  I welcome the opportunity to answer Ms. ********* concerns. We do apologize for any inconvenience or frustration this situation may have caused. Our education team has spoken to Ms. ******** over the phone and also schedule additional one on one time for support. The education instructor advised Ms. ******* that she would help her to the finish line. We look forward to continuing offering support to Ms. ******* on her academic journey. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:04/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up in November 2024 and switched in December 2024. **** initially signed me up for a comp *** course because I had been in a car accident and needed to make money from home as I sustained serious injuries both to my brain and body and was in panic mode trying to support my child without a car or ability to physically leave the house to work due to both the injuries and no car. They knew full and well that I was desperate and they took advantage of that. Instead of helping, they threw me to the sharks with a course called career step which I wasn't aware was an entirely different entity due to my lack of compression in crisis and them ******* me through with friendly acting sales tactics and vague information of what I was actually getting into. Career step told me I was withdrawn only to find myself 5k in the hole and counting every month in 4 short months. They're destroying my life and that of my child and my brother who's a disabled Veteran and a dependent of mine as well. We are *** k while I fight this and I've never utilized or logged into any program because I wasn't thinking straight when I did. They refuse to let it go so I'll pay to save my credit but I'm also planning in filing a lawsuit. I have a group of other victims who are working with me and a few attorneys who are friends of mine to start a class action against all of them for this ponzi scheme. They WILL PAY. ****************** is also in the line of fire. We're going to the news with this too if not settled!

  Business Response

  Date: 04/25/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ********** concerns. Our team has connected with Ms. ********** via phone call to discuss her concerns and come to a resolution. An automatic confirmation email with the resolution has been sent to Ms. ******** for her records. We sincerely regret the frustration and inconvenience this situation has caused but are pleased to have this issue resolved. We wish Ms. ******** the best in all of her future endeavors. We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am just trying to get them to allow me to purchase my high school transcript. Dealing with Penn Foster has been a nightmare. I tried to go through Parchment to purchase it. I called Parchment directly. They said I had to contact Penn Foster directly as Penn Foster has their set-up with Parchment as such. I did that. Went into Penn Fosters site. Tried the link. ****. Got on their chat. That person gave me a phone number to call. I called. That person, after telling them all this, called me a liar. Said that Parchment did not tell me that. Then wanted to give me yet another number for something called a ******************** I hung up. Called yet another number. Left a detailed message. That was Monday. Still nothing back from them. I need my transcript. Please help.

  Business Response

  Date: 04/24/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ********* concerns. We sincerely apologize for the confusion of the transcript process but am happy to share a quick resolution. Our transcript team has confirmed a copy of Ms. ********* transcript has been sent to the email address and mailing address on file. We regret the inconvenience and frustration this situation has caused Ms. ******* and wish her all the best in her future endeavors. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 04/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******