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:04/14/2025

  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.

  After paying in full for a medical billing and coding class I was sent logon instructions to a system that doesnt seem to connect to their home computer. I have been taking classes taking tests doing their online activities none of which seem to be registering with their home office. Ive made 25 calls to the IT department, but apparently a school that functions primarily online throughout the entire country doesnt have an IT department for me to talk to. I have to gp through liaisons who dont know anything about computers. I have begged cried and begged again for help. They open cases and nobody ever calls me. Nobody ever helps to fix them. They just walkaway from the problem. Ive tried contacting the recruiter that I originally signed on with and he never responds to me. I cant find anybody at the school to talk to about getting my money back. They just took my money and then ignore me. I have cried. I have begged. I have done everything I can to get help but apparently an online school that specializes in computers cant help me figure out the connection issue or wont help me figure out what the problem is. they just keep telling me oh you need to go buy some time with a course instructor. I dont need an instructor for the course material. I already understand the course material. I need to understand the connection issue between their school and my computer, but they do not seem to care about helping me with that which makes me wonder if this is a fraud case are they really an online school or do they just take money for people and then walk away? I am beyond frustrated. I feel duped. I have wasted six months studying for a class that they apparently have zero intention of giving me a certificate for and Im hoping that somebody can step in a logic complaint against them.

  Business Response

  Date: 04/16/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ******* concerns. We have reached out to Ms. ***** directly via the email associated with the account to answer her questions and provide additional assistance. We are committed to the overall satisfaction of our learners.

  Thank you,

  *******

  Learner Success Accommodations Specialist

   

• Initial Complaint

  Date:04/12/2025

  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 have paid in full the amount owed on December 2 2024 which amounted to $1469.18 after canceling the program. On Feb *******, random charges were applied to my account even though I have no been on the account due to no longer being in the program. I contacted support and they admitted that the charge was in error. I just got another email about the same thing with them trying to randomly charge me for the same things as Feb ****** but again, I have no been on this account since the first time they tried to fraudulently charge me. I have screenshots and proof of everything

  Business Response

  Date: 04/16/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. *********** concerns. I do sincerely apologize for any inconvenience this may have Ms. ********** I am pleased to inform you that our team voided and reversed the charge mentioned on 3/10/25. As of today, 4/16/25, I have removed all cards on file for Ms. *********** account and her account balance is at $0. No further charges or fees will be incurred as the account is in a cancelled status. We are committed to the overall satisfaction of our learners. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:04/03/2025

  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.

  Hello, my name is ******** ******. I have been patiently trying to reach out to Penn Foster for a little over 5 months about a refund that was issued to me. I have called numerous times at different times. I have been told by multiple people that my check has been sent, or it has been issued, and I am still waiting. Ive been checking my mail every day and nothing. I was on hold for over 3 hours when calling to try and get a response. The reply that Im receiving is that I will be receiving the check soon. As soon as 30 days, not two weeks, 60 days, 45 days and nothing. I was also told that I had already been issued a refund of 65 dollars. But as I told the customer service representatives, my card has been inactivated for almost a year. So I dont know where it has been issued. The 65 dollars is not the total amount. All Im seeking is my complete refund and to be able to be enrolled back into my classes. Without any more loops of when. I also want an email confirmation that actually shows that my refund is being sent. So I can be restated in to my classes. Thank you.

  Business Response

  Date: 04/16/2025

  To Whom It May Concern,

  I welcome the opportunity to address Ms. ******** concerns. I am pleased to advise that our Financial Team has confirmed check number 20003050 has been processed and mailed to Ms. ****** as of 4/10/25. I do apologize for any inconvenience or frustration this situation has caused. We wish Ms. ****** the best in all of her future endeavors.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:04/01/2025

  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.

  In 2021 I signed up with ******** college, I ordered my transcript 3 seperate times and a final 4th time just recently. They kept saying they did not get them. They were sent directly from my government ministry of education in *********. I was never given access at all but because they had my credit card they kept billing me and taking payments over ******* for the whole year two semesters 850 is left owing which of course they are wanting me to pay. No ****** way will I be taken for another 850 USD when they are still claiming that no transcript was recieved. I have proof of a couple of these orders as well as several chat transcripts 2021, 2022, 2023, 2024 and multiple open tickets that have gone un answered until they close them, then I open another one. Now they discontinued my course saying I have to take it at another school. I just want the first semester access I paid for, then second semester we can continue with payment plan. I've never been given any books, supplies nothing. I will file in court for interest I was charged on my card and per day as court allows if my complaint is not resolved. I thought this was an accredited school with a good reputation not a cash grab. Students are not cattle, being sent to a sausage factory once you have a cards were S@L to bad so sad. I finally had my card expired and got new number and blocked the school from continued theft of my money without reason for the breach. I provided proof transcript had been ordered processed and sent, I was told by the collection department I was in a contract and not eligible for refund . Why not the issue is on your end not mine. Your in breach not I. What I want I stated above , I have my practicum placement at two separate licensed vet clinics, all I need is the education I paid for. I will not give another dime until I'm given some education as per my contract, I will not pay extended fee, as this is a school problem not me issue. There are so many complaints like mine

  Business Response

  Date: 04/08/2025

  To whom it may concern, 

  I welcome the opportunity to address Ms. ********* concerns. We have reached out directly to Ms. ******* via the email associated with her account to further discuss her outstanding questions and concerns and to meet a resolution that is satisfactory for all parties involved. We are committed to the overall satisfaction of our learners.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in their High School Diploma program in 2019 and was not able to continue with my courses due to personal reasons. During the time I was active, I was able to pay off my tuition in full to the school (About $590). I emailed the school on October 11th of 2024 to completely cancel my enrollment after finding out that I am able to be refunded back my money since I did not finish getting my diploma with them. After emailing the school, I did reach out by phone to let them know the situation and that I emailed them about receiving a refund. I did hear back from the school via email on October 16th, 2024 stating that my enrollment has been officially canceled and I will be receiving my refund via paper check in the mail, of $583.00 between 4 to 6 weeks by someone named ***** ****** who works in student solutions. Weeks went by and I never received the check. Ive called numerous times trying to figure out why the check is taking so long. I was able to speak to a man who transferred me to a woman who works in the financial department. She told me that I need to confirm each card number associated with my payments to receive the refund back to the original payments, and that I needed written statements from the bank confirming these cards. But I was told BY EMAIL, that I was receiving my refund via check in a certain amount of time. It is now April of 2025, and I still have not received anything. I have emails to prove each payment that was made to the school as well as the last 4 digits of each card that was used. I will just like my paper check that was promised to me months ago to resolve this issue.

  Business Response

  Date: 04/10/2025

  To whom it may concern, 

  I welcome the opportunity to address Ms. ********* concerns. Our Financial team confirmed the check was originally mailed to Ms. ******* on October 24, 2024, however, it was not cashed. They have issued a new check that has been mailed today, April 10, 2025. I do apologize for any inconvenience or frustration this situation has caused Ms. ******* and I am pleased to have this resolved for her.

  Thank you,

  *******

  Learner Success Accommodation Specialist

  Customer Answer

  Date: 04/11/2025

  [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:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed on for their grooming program. Phone records would prove my lengthy conversations in regards to the program. Upon completing just a couple sections, I realized how this program was nothing like what they had spoken with me about. Much of the content is out of date. This particular program appears to be thrown together rather quickly. The exact content could have been gained just by googling. My daughter took there vet tech program but had a completely different experience. It was professional and laid out beautifully well worth the price. The grooming program was a put together quick way to make money. I called them to discuss this many times and had no luck. They could clearly see that I did not go far. Enough into the program to justify such a large cancellation fee. I tried and tried to come up with a resolution, but was met with nothing but unprofessionalism.I spoke with someone just a few weeks ago, requesting that a supervisor would call me back for a resolution. This never happened, so I called back again. Unfortunately was met with nothing but blanket statements that sounded rehearsed.And now, yesterday I just opened my mail to find that they have sent my account to a collection agency for ******

  Business Response

  Date: 04/01/2025

  To whom it may concern,
  
  I welcome the opportunity to address Ms. ****** concerns. Upon reviewing Ms. ***** account, I have honored her request to drop the outstanding liability.

  I do regret the inconvenience and frustration this situation has caused Ms. ****** and we do wish her all the best in all of her future endeavors. We greatly value the feedback and overall satisfaction of our learners.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:03/22/2025

  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.

  Every monthly payment has been made yet I received email today stating account has been turned over to collection agency for non payment and assessed ****** collection fee. Student name ***** ********. This needs to be resolved immediately and all fees removed.

  Business Response

  Date: 03/26/2025

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Ms. ********* concerns. Ms. ********* son officially enrolled in the Penn Foster High School program on March 20, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  Due to a system error, charges were added to Mr. ********* account on March 21, 2025, and fully reversed on March 24, 2025.

  We sincerely regret the inconvenience and frustration this has caused both Ms. ******** and her son. At Penn Foster High School, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

• Initial Complaint

  Date:03/21/2025

  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 called PennFoster before I signed up to make sure I could do the course using my iPad. I was told I could do the course with my iPad. I signed up for the course and came to a section where I couldnt use the iPad. I called them and explained the situation and they had me try different things like chrome, Firefox to bypass it and nothing worked. Sadly I to drop out of the course and wasted my money. Now they are trying to charge me an additional $300 that I dont feel is fair since I was told by them that I could use my iPad for the course.

  Business Response

  Date: 03/26/2025

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Ms. ********* concerns. Ms. ******** officially enrolled in the Medical Billing and Coding Program with Penn Foster College on March 9, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  It was brought to our attention that a miscommunication occurred during enrollment regarding recommended access devices. Because of this, we have honored Ms. ********* request to remove the outstanding balance from her account.

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

• Initial Complaint

  Date:03/19/2025

  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.

  Penn Foster does not transfer money from one course to another. We started a dental program and didnt do very much and decided to change and they refuse to refund the money or transfer the money over to the new account so they got money from me for doing nothing. They do not hold up to the word this is a very bad school. I suggest not going there.

  Business Response

  Date: 03/20/2025

  To whom it may concern, 

  I welcome to opportunity to address Ms. ****** concerns. We have reached out directly to Ms. **** to obtain additional information regarding her complaint so resolutions can be discussed. We greatly value all student feedback and are committed to ensuring the overall satisfaction of our learners.

  Thank you,

  *******
  Learner Success Accommodations Specialist

• Initial Complaint

  Date:03/18/2025

  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.

  My daughter enrolled in the Penn Foster high school graduate program. She completed all of her assignments and the entire course. I paid the balance in full after she had completed her final assignment. She has not received her diploma and we cannot get anyone to help us. We have called and sat through numerous log wait times to finally reach an operator who says they cannot help us that we need to contact them by email with our request. We have emailed both of the email addresses given to us which are ***************************************** as well as ************************************* and still we have gotten nowhere. My daughter has scheduled calls with the teachers only to be put on a two week waitlist and then nothing. I have sent over 15 emails and my daughter and I have called over 50 times. We need help and we don't know what else to do.

  Business Response

  Date: 03/21/2025

  To whom it may concern, 

  I welcome to opportunity to address Ms. ********* concerns. We have reached out directly to the email associated with the account to provide the instructor's feedback on the one missing assignment needed as a graduation requirement. I look forward to continuing to assist both Ms. ******* and her child as they near graduation.

  Thank you,

  *******

  Learner Success Accommodations Specialist