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:03/18/2025

  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.

  - Failed a unit exam and requested the opportunity to retake it multiple times.- Have communicated my increased confidence in passing the exam if given another chance.- Received consistent responses indicating that I would receive an email about the retake opportunity.- The response states I should expect to hear back within 3-5 business days. - Awaiting a follow-up or confirmation regarding the retake opportunity.- Feel frustrated due to the lack of progress and clarity on my request.

  Business Response

  Date: 03/25/2025

  To whom it may concern,

  I welcome the opportunity to address Ms. ************ concerns. Our Academic Operations team has confirmed that the additional attempt has been added to her account as requested. It is currently active as of today, 3/25/25. We are committed to the overall satisfaction of our students.

  Thank you,

  *******

  Learner Success Accommodations Specialist

   

  Customer Answer

  Date: 03/26/2025

  [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:03/12/2025

  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 started Penn Foster online in ***************************************** May 2024. It is now March 2025 and she has not received a diploma. We have been calling since May of last year asking why and we were told her advisor left. Then we were told the teacher left. So her last two assignments she turned in. No one had graded. Then we received a response saying that the assignments need to be resubmitted after calling. She resubmitted them At least three times and they keep kicking them back. So we called again in the fall and we demanded a supervisor twice which we still have yet to hear from One. I had to ****** the teachers name and search online for an email address at the school. I was able to obtain the email address reach out to the teacher who later called me so this was a success. He gave two minor changes that were needed on her assignment and he technically said he can grade the one assignment even without the changes. So it just wasnt making sense. So needless to say, she revised the citations in her paper and resubmitted them a couple weeks ago and we still have no grade no diploma and no updates on her portal. Its sad that you cant ever reach a manager or supervisor to escalate anything or get a call back. Its sad that my child finished all of our coursework 8 months ago and is still yet to have a diploma. She worked very hard and this should not be on her but on the school. Weve had her submit the assignments again and it is still not graded. Its now March and I still havent receive a response from anyone managers or supervisors after 3 requests and sending an email to the reviews email provided. My daughter is devastated that she was supposed to received her diploma almost a year ago and has not.

  Business Response

  Date: 03/18/2025

  To whom it may concern,

  We have reached out directly to the email address associated with the student's account to ensure they have all of the necessary information required to successfully complete their outstanding requirements for Graduation. We look forward to continuing supporting Ms. ******** and her daughter along her learning journey.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 03/25/2025

  [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: 23054486
  
  I am rejecting this response because:
  Nothing has been graded to resolve this issue. Weve emailed the teacher and my daughter has checked the portal and its showing pending. Please grade this or provide feedback as to what the issues are. We have requested supervisor call back and have never received a call. 
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/27/2025

  To whom it may concern, 

  On March 18, 2025, a correspondence email was sent to the email address associated with the account to provide instructor feedback and to answer outstanding questions. I have attached the feedback here for Ms. ********* review. We are committed to ensuring their successful completion in our program. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 03/28/2025

  [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: 23054486
  
  I am rejecting this response because: my daughter and I responded to this by emailing (me) and uploading the revised assignments to the portal (she did this). Why are they still not graded? And **** is this taking a year? And why is no supervisor calling us back after 3-4 requests? She simply wants her final 2 assignments to be graded since May 2024 so she can get her high school diploma. Time is of the essence and she needs to provided her diploma to her employer. She has a 3.4 GPA and has done all her work. These last two assignments have been revised multiple times. We want a refund if youre not going to grade these assignments and issue a diploma.  
  
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/04/2025

  To whom it may concern, 

  I have attached the three outbound email communications that have been sent to Ms. ****** however, we have not received any response. As communicated via email on 3/18/25, the most recent submissions received have both been returned, requiring revision and resubmission. To date, no new submissions have been received. Please see the below quote and the attached 5 documents which include the three outbound emails to Ms. ***** and the instructor feedback report from each submission. 

  Quote from outbound email to Ms. ***** on 3/18/25.
  "Dear Jayda,
  
  Thank you for reaching out regarding your concerns about your enrollment. I understand that you have worked diligently to reach this point and are eager to graduate. I want to provide you with an update on your current progress toward graduation. To achieve graduation status, all academic requirements must be completed. At this time, you still have two outstanding assignments that need to be passed in order to fulfill those requirements.
  
  Firstly, I noticed that your English 3 Writing Skills assignment was submitted on 3/12/25. However, it was returned on 3/17/25 with the instructors comment stating, Wrong File Uploaded/Content Not Relevant. The attached feedback indicates that this is your fourth attempt, and you have one final opportunity to complete the exam in accordance with the instructions provided.
  
  Secondly, regarding your English 3 Writing a Research Paper assignment, I see that your most recent submission was also received on 3/12/25. This assignment was returned with feedback indicating, Does not meet assignment criteria due to in-text citations missing, which are required to avoid plagiarism. The attached feedback from your instructor provides further details on the necessary revisions.
  
  Please review the feedback carefully and ensure that the necessary revisions are made to successfully complete these assignments and move forward to graduation status. If you have any questions or need additional support, dont hesitate to reach out.
  
  Im confident that with your continued effort, youll be able to complete these final steps and achieve graduation status.
  
  Best regards,
  
  *******
  
  Learner Success Accommodations Specialist."
  
  

• Initial Complaint

  Date:03/10/2025

  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 Penn Foster bought my online high school in Fall 2024, ***** *******, there has been a technical problem accessing my student portal. I have called many times, emailed, submitted help tickets and they cannot fix the problem. When you call, which I have to pay to call from overseas, there are sometimes ****** customers before me. Wait times cost me 100's of pounds. At this point I need a transcript for the classes I took there but cannot access it because they cannot fix the technical problem.

  Business Response

  Date: 03/18/2025

  To Whom It May Concern,

  I am pleased to address and resolve Ms. *********** concerns. After reviewing her account, I found that her active study time had expired, which is the reason she was unable to access her portal.
  To assist Ms. ********** I have provided a courtesy extension of 6 months to her account. The extension is now active as of today and will expire on 9/18/25.

  As per Ms. *********** request, I have also contacted our transcript team and asked them to send a copy of Ms. *********** transcripts to her via email within the next 3-5 business days.

  Best regards,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:03/06/2025

  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 have an email from ******** ***** with my payment breakdown for Semesters 1 through 4 outlining the cost for each with my transfer credit discount included. I am now ready to enroll in Semester 2. I logged into my portal and the payment being asked for is $2398. This does not include my transfer credits and according to my email communication with ********, my discount should be $594 which brings my total owed to $1804. I called and spoke with Admissions who advised they were unable to make this change and sent me to the Win ********** I spoke with ******* ******* who confirmed the $1804 owed and was ready to walk me through payment. I asked him for a payment breakdown to be emailed to me as well as for the pay in full discount (which I had been advised of by Admissions). He had no knowledge of the discount but would said he would look into it and let me know by the end of the day that Friday as well as email me a pay breakdown. It has been one week and I have emailed ******* twice and called, but he was on break and "would call me back". I did not hear back. I then spoke to someone else in the Win ********* who listened to what I needed, and then with no context told me to "hang on", and then transferred me to ******************* ****************** said they could apply the 10% discount but could not change my total owed to the $1804, that Learner Success needed to do that. So she stayed on the phone while I connected with the Penn Foster chat. ****** on chat then said I was paid in full. I told her I had not paid for Semester 2 and just needed my amount owed corrected so I could call ****************** and pay. She advised me to submit an IT ticket. I told her this is not an IT issue and that I just need my amount owed to reflect my transfer credits. She claimed she could not change this but to pay the full $2398 and get reimbursed. I told her I did not trust that and I want to pay what I owe and not a ***** more. I am unsure how to pay for my next semester now.

  Customer Answer

  Date: 03/12/2025

  Eventually, I was able to (sort of) pay my bill - however, I was instructed by Learner Success to pay only the amount I owe through the "monthly payment" module and leave the remaining $594 unpaid as it would "be zeroed out" once the transfer credits were applied to my account. No one could tell me when I could expect the remaining $594 to show as cleared from my account or when the credits I transferred would reflect in my portal. I was instructed to reach out to the ********************* who does not have a phone number, only an email. I reached out describing my situation the same day as my payment and provided the supporting documentation for the amount I owe Penn Foster for Semester 2 after my transfer credits were applied. I have yet to hear back and sent a follow up email yesterday in addition. Tomorrow is the last day to receive a full refund for my payment, and at this point if I don't hear from the ********************* regarding applying my transfer credits, I am going to initiate a full refund and not return to Penn Foster as I am not going to pay for classes I am not taking, nor will I tolerate the lack of communication/lack of clarity especially when it comes to finances. For Semester 1 I paid ONLY what I owed. This semester they want me to overpay and seek reimbursement. This bait-and-switch is extremely concerning and not at all something I would have agreed to had I known prior to committing to Penn Foster. 

  Business Response

  Date: 03/12/2025

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Ms. ****** concerns. I have reviewed the financial details for Ms. ****** Semester 2 enrollment.I am pleased to advise you that the mentioned amount of $594.00 has been credited to Semester 2 and the account balance for Semester 2 is now $0.
  We sincerely regret the inconvenience and frustration this has caused Ms. ****** Our Learner Success Team is fully committed to assisting Ms. ***** on her academic journey, and we wish her continued success as she progresses. At Penn Foster College, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

  Customer Answer

  Date: 03/14/2025

  [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:02/28/2025

  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.

  REFEREENCE BBB CASE NUMBER Complaint ID: ******** I am writing to formally submit a complaint regarding unethical business practices, misrepresentation, and potential fraud that I have experienced as a student of ******** College and Penn Foster. Despite numerous attempts to resolve these issues internally, I have faced ongoing negligence, financial damages, and a lack of transparency regarding my academic progress and tuition charges. I enrolled in the Bachelors program under the explicit understandingconfirmed by a representative of your institutionthat I had a set number of courses to complete to obtain my degree. Upon fulfilling these course requirements, I was then informed that additional courses had been added, contradicting prior statements made by your representatives. This conduct amounts to misrepresentation and breach of agreement, as I made financial and academic decisions based on your institutions assurances. Furthermore, my transcript has been unilaterally revised multiple times, making it appear as though I require additional coursework beyond what was originally stated. The frequent and unexplained modifications to my academic record raise concerns about bad faith practices and potential falsification of records, which could constitute fraud. I have attended three accredited colleges prior to ********/Penn Foster, and I was informed that my transfer credits had maxed out upon enrollment. However, your institution's transcript evaluation does not align with this representation, and I have not received full credit for my prior coursework, leading to unnecessary additional course requirements. Your continued failure to provide a clear, consistent, and justified evaluation of my transfer credits constitutes gross negligence and academic misrepresentation.

  Business Response

  Date: 03/06/2025

  To whom it may concern,

  Ms. ******* and I have been in communication via email to which she has confirmed her two outstanding concerns listed below are the only existing concerns she wishes to have addressed. We have provided a release to Ms. ******* to sign, notarize, and return so we are able to come to an agreement. I have attached the release form for full transparency. We have agreed to drop all remaining associated balance(s) with her enrollment due to the on-going challenges she has faced throughout her time enrolled with us. 

  1. Credit Amount Required to Meet Graduation Status: 
  As of 3/6/25, it has been confirmed by our transcript department and others within the organization that Mr. ******* has earned only 114 of the required 120 credits. Her final two courses in Semester 8, Private Security and Aviation Security, are the only remaining courses necessary to fulfill the graduation requirements. Unfortunately, we are unable to waive these courses, as doing so would violate educational regulations and could jeopardize our accreditation(s). 
  2. Outstanding Balance Owed: 
  Please accept this as formal notification that, as of 3/6/25, Ms. ********* current balance owed is $5,580.00. This amount is also reflected in the release form that was sent to her on 2/25/25. 

  I look forward to coming to a resolution for Ms. ******************** you,

  *******

  Learner Success Accommodations Specialist

   

  Customer Answer

  Date: 03/10/2025

  [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: 23004171
  
  I am rejecting this response.

  Despite my repeated attempts to communicate these matters, your responses have consistently dismissed my concerns, claiming they have been resolved, when in fact, they have not. Including the several other factors that I've stated as issues, two include:

  
  1. Completion of My Degree
  Your institution initially informed me of the number of courses required to complete my degree, fully aware of my time constraints. ****** confirmed these requirements multiple times via recorded phone calls and emails. However, your school later added four additional courses, followed by a change of two, and then sent conflicting transcripts stating that I needed to complete over 15 courses within a three-week timeframe.
  I have completed the required 120 credits necessary for my bachelors degree and, therefore, should have been awarded my diploma. Your institutions latest claim that I have only 114 out of 120 credits is inaccurate and unacceptable. Additionally, I have been forced to retake courses I had already completed putting me at financial distress. This pattern of inconsistent requirements and unnecessary coursework appears to be discriminatory, particularly given the multiple complaints I have submitted. I assert that your actions violate your own policies regarding degree completion.

  
  2. Financial Misrepresentation
  The contractual agreement that you sent me reads bias to fit only in favor of your school, and states:
  "******* ******* as RELEASOR, in consideration of the sum of $5,580.00, and other good and valuable consideration, received from Education Holdings 1, LLC (Penn Foster)... releases and discharges Penn Foster from all actions, claims, and demands related to or arising from technical items, including but not limited to associated customer service issues relating to enrollment in the Bachelors Degree in Criminal Justice program."
  Your institution initially stated that my balance would be fully cleared upon receiving the $5,580.00 release of funds. However, in a separate email, you claimed that I owe $7,515, excluding the additional two courses you are now requiring me to take. This contradictory information constitutes financial deception.
  
  
  In conclusion, given these unresolved discrepancies, I have no choice but to escalate this matter legally. I am providing this final opportunity for your institution to address and rectify these issues before I proceed with further action. I expect a prompt and satisfactory resolution.
  
  
  Regards,
  
  ******* *******
  
  
  

  Customer Answer

  Date: 03/10/2025

  This is in support of my claim that after I have completed ALL required courses, they still added several courses for me to take - they are discriminating against me for the several complaints filed. 
  
  They want me to only sign a release form that is bias and only in their favor and yet first tried to deceive me as they have in the past. They also do not reflect in the contract that ALL fee's for school will be waived and say after it is signed they will waive all fees - again, this school is full of lies and deception. I have completed all course work - ****** even confirmed it in voice records that I have and the school has and in email. 

  Customer Answer

  Date: 03/10/2025

  Per Feb, I had completed ALL of the courses - they then said I had 13 classes and caught themselves since I had taken all the courses - then said I needed to take 4 classes - than revised to say I needed to take 2. They keep adding courses to my coursework and charging me for this - my account is in a negative and frozen because they have put me at such a financial distress.
  
  The school KNEW and had KNOWLEDGE that I was against a timeframe. I have been dealing with these issues for over a year now and am 5 months past my deadline and now am in severe financial distress due to them.

  Business Response

  Date: 04/04/2025

  To whom it may concern,

  Ms. ******* has completed all academic requirements but still has outstanding financial liabilities to meet. Once her financial balance is settled, her account will automatically change to a "Graduated" status. We are in direct communication with her to come to a resolution regarding the settlement of her outstanding balance. We look forward to coming to a resolution for Ms. ******* and will continue to support her. 

  Thank you,

  *******

  Learner Success Accommodation Specialist

   

   

  Customer Answer

  Date: 04/08/2025

  [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]
  

  [Attached is the release form sent from alleged legal team of ******** Penn Foster]

  
   Complaint: 23004171
  
  Dear ******** and Penn Foster BOARD MEMBERS & DIRECTORS, including LEGAL TEAM; 
  
  Dear ******** and Penn Foster, 
  I am writing in response to the Release form you sent me, and I must express my serious concerns regarding its fairness and enforceability. As it stands, the document places all legal and ethical obligations on me ,  the Releasor, while offering full protection to Penn Foster and ********, the Releasees. This one-sided approach further highlights the bias Ive experienced and, if brought before a court of law, I believe this document would not be considered fair or equitable.

  Notably, there is no signature line or binding commitment from Penn Foster or ******** to guarantee the terms outlined, including any fee waivers or the awarding of my Bachelors degree, c** laude, which I have rightfully earned. In clear terms, the document is fundamentally unfair because:
  It does not require both parties signatures; It lacks explicit confirmation that my Bachelors degree, c** laude, will be awarded;
  It does not state that I am fully released of any and all liability by both Penn Foster and ********, who are affiliated and must both be held accountable.

  Additionally, while the form references consideration in the form of waived tuition or fees, it does not provide an itemized list of what exactly is being waived. More importantly, it lacks a concrete, written promise that my degree will be awarded, which is the central issue at hand.

  The release also imposes overly restrictive conditions on me, including a demand to keep financial terms confidential, refrain from making any public or even truthful criticisms, and actively remove any online content deemed negative by your institution (of which none currently exist). To top it off, the document states that it "may not be revoked," locking me into a legally binding agreement with no room for redress while granting your institutions full freedom to operate as you wish, without any mutual accountability.

  To be clear, I cannot and will not sign a release that is so unbalanced and lacking in mutual commitment. I am simply asking for what I have rightfully earned (given the extenuating circumstances that your school has put me through and continues to put my through), my bachelors degree, c** laude, and a fair resolution that is mutually respectful, equitable, and legally sound.

  I look forward to your next correspondence remedying the situation or next steps will be taken as I have tried relentlessly to remedy mutually and equitably the situation given the extenuating circumstances you have put my through and extensive damages I've sustained.
  
  Sincerely,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/17/2025

  To Whom It May Concern,

  I have forwarded **************************** to our Legal team for visibility. If Ms. ******* wishes to have the cost waived mentioned within the release, the signed and notarized release is required to move forward with that request. We are in communication with Ms. ******* if she has any additional questions. 

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:02/24/2025

  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 up for a program and signed an agreement that stated I could withdraw from the program within 6 days and receive my money back. I started classes and for personal reasons decided to leave. I was on day 1 and only did 1 class! I then submitted am email..heard nothing back for 3 days..on day 4 I then ***** a phone *********** didnt want me to cancel and kept pushing me to not cancel! I finally got to a decent CS *** and she confirmed that it was cancelled. All of a sudden I them had a past due balance on my credit ***ort of more than $500!! I followed every rule to a T! Made yet another phone call and they had no idea what happened other than somebody didnt do THEIR job and didnt cancel until after the 6 day policy. That is not my fault when I gave PLENTY of time! Ive called on and off for months and all I get is..you should have canceled before the 6 days and I did, a CS *** even ADMITTED that they were in the wrong and it would get fixed! Now here we are and nobody knows anything and its still on my credit.

  Business Response

  Date: 03/03/2025

  To whom it may concern, 

  I have reached out to Ms. ***** via email to obtain additional information that is necessary to proceed with the review process for this complaint. We look forward to coming to a satisfactory resolution for all parties.

  Thank you,

  *******

  Learner Success Accommodations Specialist

  Customer Answer

  Date: 03/04/2025

  [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: 22982183
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/22/2025

  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 writing to express my deep frustration with Penn Foster regarding the inaccurate reporting of a debt related to my account. I had hoped to resolve this matter amicably, but after multiple attempts to reach your customer service team, I am left with no choice but to escalate this issue. To clarify, I canceled my account within the ***** grace ******* as stipulated in the terms of my enrollment. Therefore, there should be no outstanding debt associated with my account, and I am requesting immediate removal of any negative reporting to the credit bureaus related to this alleged debt.Furthermore, I am extremely frustrated with the way I was misled about the accreditation status of the program. I enrolled under the impression that Penn Foster offered a properly accredited course. However, I have since discovered that this is not the case, which is a clear violation of consumer protection laws. As a consumer, I relied on the information you provided, and it was misleading. As such, I have suffered both financially and in terms of my time, with no recourse to an accredited education.I have also come across several lawsuits and complaints filed with the ************************ (***) against Penn Foster for similar deceptive practices related to accreditation and other consumer concerns. This is deeply concerning, as it suggests that Penn Foster has a history of misleading its students, which further underscores the need for you to take this matter seriously.

  Business Response

  Date: 03/03/2025

  To whom it may concern,

  We have reviewed Rian's account and have honored their request. We do regret the inconvenience and frustration this situation has caused as this is not the experience we wish to set for our students. I have sent **** a follow up email detailing the steps we have taken to meet their request. I am pleased to have come to a resolution.

  Thank you,

  *******

  Learner Success Accommodations Specialist

• Initial Complaint

  Date:02/21/2025

  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 am writing to file a formal complaint against Penn Foster regarding their high school diploma policy and the inaccurate graduation date on my diploma, which is harming my education and career.I completed Penn Foster's high school program in December 2022. However, my diploma states my graduation date as February 13, 2025. Penn Foster's policy uses the program payoff date, not the academic completion date, as the graduation date.This discrepancy has caused me to be denied admission to my chosen university due to conflicting dates between my transcript (2022) and diploma (2025). I have also lost scholarship opportunities requiring specific graduation dates and have experienced a delayed career start.Despite multiple requests, Penn Foster has refused to issue a corrected diploma or a letter confirming my actual completion date, citing their policy. I am aware of other students graduating around the same time who received diplomas with the correct academic completion date, highlighting the inconsistency and unfairness of their refusal in my case.Penn Foster's policy is misleading, contradicts industry standards, and ***** students. It creates a false impression of academic completion and leads to discrepancies with transcripts, jeopardizing students' futures.I urge an investigation into this matter and appropriate action to ensure Penn Foster's policies align with accreditation standards and do not harm students. Their ability to issue correct diplomas to other students underscores the arbitrary nature of their refusal to correct mine.

  Business Response

  Date: 03/03/2025

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Diamons concerns. ****** officially enrolled in the Penn Foster High School program on October 11, 2022, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  It is important to note that to be considered a graduate,students must meet all academic and financial requirements. This information is clearly provided in Diamons enrollment agreement which was signed at the time of enrollment. The direct quote from page 2 of the enrollment agreement states,"Upon successful completion of all High School program academic requirements and fulfilment of your financial obligations, you will be awarded a Penn Foster High School diploma."

  While we are saddened to hear of the inconvenience Diamon has faced, their account status changed to "Graduated" on February 14, 2025, which is accurately reflected on the diploma they received. We sincerely regret the inconvenience and frustration this has caused Diamon. Our Learner Success Team wishes them the best in all of their future endeavors. At Penn Foster High School, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

  Customer Answer

  Date: 03/04/2025

  Subject: Re: Complaint ID ********; ********************** - Urgent Response and Escalation - Expulsion Due to Inaccurate Diploma - Conflicting Information from Staff
  Dear ******* *****,
  Thank you for forwarding Penn Foster's response. I am writing to reiterate my complaint and express my extreme disappointment with Penn Foster's continued refusal to rectify this critical error.
  Penn Foster's response demonstrates a profound lack of understanding regarding the severity of the situation. Their insistence on adhering to a misleading policy, despite the clear and documented harm it has caused, is unacceptable.
  To reiterate, Penn Foster's policy of using the financial completion date as the graduation date is not only misleading but directly contradicts standard educational practices. While they cite the enrollment agreement, this does not absolve them of their responsibility to uphold ethical and accurate academic reporting. The enrollment agreement does not supercede standard educational practices.
  The inaccurate graduation date on my diploma has resulted in concrete and devastating consequences: I have lost my job and been expelled from college. This is not a mere "inconvenience," as Penn Foster's response suggests. It is a direct result of their inaccurate reporting. It seems as if Penn Foster does not care about the consequences their policy has had on my life.
  Furthermore, Penn Foster has failed to address the inconsistency of other students receiving diplomas with the correct academic completion date. I demand they provide concrete evidence that their policy is a standard practice within accredited online high schools. Their unwillingness to provide this proof indicates a lack of transparency and a disregard for established educational norms.
  Adding to the confusion and frustration, different Penn Foster staff members have given me conflicting information. Some staff members confirmed that my diploma should indeed state the date I academically completed the program (December 2022), further highlighting the inconsistency and arbitrary nature of their refusal to correct my diploma.
  I am appalled by Penn Foster's continued refusal to issue a corrected diploma reflecting my actual completion date of December 2022. Their response demonstrates a clear lack of empathy and a disregard for the significant harm they have caused.
  I urge the BBB to escalate this matter immediately. Penn Foster's actions have had a severe and detrimental impact on my life, and their response indicates a complete lack of accountability.
  Sincerely,
  Diam *******
  
  

• Initial Complaint

  Date:02/19/2025

  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.

  To whom this may concern I've been having a total hardship having to struggle with being disabled after a home invasion not able to work taking classes online my apartment had a leak and the water damage caused me to lose my laptop that I was using while at the time tuition for my account was up to date and payment was current but I wasn't able to use my bathroom and have to have repairs as time went by I outreach the Penn Foster High School via email but I lost contact between having difficulty with Internet the company *********************** that I had in home my service has been poor due to equipment I have to get new equipment now thanks God things have been completed I'm off track with my payment also no keys to my mailbox to obtain new card for my bank to even make a payment. Which I just tried to outreach to an advisor at ********* School I was again put to a side because of payment I'm requesting for reimbursement to go to another school or so kind of resolvement to get my High School Diploma I deserve to finish and complete for Criminal Law

  Business Response

  Date: 02/26/2025

  To Whom It May Concern,
  
  I am grateful for the opportunity to address Ms. *********************** Ms. ******** officially enrolled in the High School Program with Penn Foster High School on March 22nd, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements. 
  
  It has come to our attention that Ms. ******* has suffered numerous hardships and setbacks that have impacted her learning to a negative degree. At Penn Foster High School, we are committed to assisting our students during these hardships and ensuring that Ms. ******* is able to complete her program to the best of her ability. Per her request, we have gone ahead and waived all late fees that she has accumulated from this point. We strongly urge that Ms. ******* contact our ****************** team at ************ at her earliest possible convivence to resume payments on her account. In addition, Ms. ******* can resume her learning from the point at which she was last present as we are a self-paced school in which all learners can resume their studies at their own pace. 
  
  We sincerely regret the inconvenience and frustration this has caused Ms. ******** Our Learner Success Team is proud to have assisted Ms. ******* through to graduation and we wish them continued success moving forward. At Penn Foster High School, we are dedicated to the educational advancement and overall satisfaction of all our students. 
  
  Sincerely, 
  ****** Neumann 
  Learner Success Specialist 

  Customer Answer

  Date: 02/27/2025

  Very satisfied 

  Customer Answer

  Date: 02/27/2025

  Penn Foster hasn't given me any late fee or accommodations . For me to complete my studies and the student ID isn't working for me to access my account to even make payment for a tuition in the amount of $488.00 

  Customer Answer

  Date: 02/27/2025

  [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: 22962787
  
  I am rejecting this response because:Penn Foster hasn't given me any late fee or accommodations . For me to complete my studies and the student ID isn't working for me to access my account to even make payment for a tuition in the amount of $488.00 
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/03/2025

  To Whom It May Concern,
   
  I have attached a copy of Ms. ******** ledger card associated with her account detailing all financial related transactions including the documentation of all of the fees we have waived on her behalf as mentioned.
  Ms. ******* also has the option of contacting our ****************** team over the phone for payment assistance at ************ or contacting our Learner Success Advocate team at ************ for assistance with account access inquiries.

  We are committed to assisting our students to ensure their success. 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

• Initial Complaint

  Date:02/17/2025

  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 High School Diploma is not accepted in *** but yet they still allow NYS residents to pay them money and complete the program without informing the consumers that their diploma will not be accepted in ***. Thats misleading to consumers who think after they complete the program they can attend college in ***. I wasted money on program because I had to take my GED. I think they should inform *** residents beforehand that Penn Foster high school diploma is not accepted in *** and let the consumers decide.

  Business Response

  Date: 02/26/2025

  To Whom It May Concern, 
  
  I am grateful for the opportunity to address Ms. ************************ Ms. ********* officially enrolled in the Penn Foster High School Program on October 8th, 2016, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements. 
  
  It has come to our attention that Ms. ******** has been unable to attend a college that she has expressed interest in attending. While we do regret that Ms. ******** has suffered setbacks in her educational journey, we here at Penn Foster inform our New York based students of the following disclaimer. Regarding the postsecondary acceptance of the Penn Foster High School diploma in ********, the following information is shared with New York residents during the time of enrollment, In the state of ********, an online High School diploma may not be recognized by some colleges and universities within the state. If you plan on attending a college or university in **************, then before enrolling with Penn Foster High School, we recommend you check with the institution to determine if a Penn Foster High School diploma will be recognized by them. 
   
  In addition, we have the following notice in our student catalogue which is provided at the time of enrollment. This notice is also given to our current and future New York based students. Many of our graduates have been quite successful in going on to institutions of higher learning or receiving job promotions as a result of earning their diplomas. However, if you plan to attend college or seek a particular job, you should find out the entrance requirements. Some colleges and employers require a diploma earned through a resident program.  
   
  We sincerely regret the inconvenience and frustration this has caused Ms. ********* Our Learner Success Team is proud to have assisted Ms. ******** through to graduation and we wish them continued success moving forward. At Penn Foster High School, we are dedicated to the educational advancement and overall satisfaction of all our students. 
  
  Sincerely, 
  ****** Neumann 
  Learner Success Specialist