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:01/09/2025

  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 my son **** ***** at Penn foster on 11/01/2024. I requested the Honors Track as my first ***** had graduated. I was clear on my requirement as I wanted **** to have the same opportunities as ******** *****. I was told by the *** that things are now *** differently and that I was to call befor any math loaded. I called before English loaded as it was just general English. this was about mid December. I was told in order to fix my enrollment of my son, that He would have to unenroll and pay 200 extra dollars (this was their error). He had already completed two weeks of work. I did not want to do this and requested a supervisor. Non called. I followed up a week later and the *** saw my point of view. I said I was happy for them to pull my transcripts because I was clear. He said he saw my point of view and requested a Supervisor call. I have not heard back. It is now Jan 8. I bought an Alg 1 book so hopefully **** can test out. He will have to complete all the math, kit and extra science on top of the program to be competitive. i have heard crickets from Penn Foster. My apologies about any typos, I am on my phone.

  Business Response

  Date: 01/15/2025

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Ms. ****** concerns. Ms. ****** son, Mr. **** *****, officially enrolled in the Penn Foster High School Program on November 4, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  
  
  We have reviewed the interactions and do apologize for any confusion or frustration this may have caused. I have cancelled Mr. ****** current enrollment with a $0 liability since this error occurred on our end.Any progress Mr. ***** made within the Penn Foster High School Program, if applicable,will be transferred to his new enrollment he is interested in.
  
  We sincerely regret the inconvenience and frustration this has caused both Ms. ***** and Mr. ****** Our Learner Success Team is fully committed to assisting Mr. ***** on his academic journey, and we wish him continued success as he progresses within his new enrollment once created. At Penn Foster High School, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  *******
  Learner Success Specialist 

  Customer Answer

  Date: 01/15/2025

  I left a message for ******* on the number I located, But it was a different voicemail. I would like to speak with her as soon as possible to get ***** enrollment straight. He was close to finishing English, the third course. I am motivated to fix his enrollment as he has been working hard to complete his diploma. 

  Customer Answer

  Date: 01/16/2025

  ******* called but I was working. My apologies. I have been checking my email, but she might have emailed ****. I want to make sure that we have everything straight. Please try to call again or I will be happy to block out time for a conversation. I want to make sure we can complete his enrollment correctly and get him moving again. 

• Initial Complaint

  Date:01/08/2025

  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 early 2023 I enrolled my then 17 year old in to the Penn Foster GED program. I began making payments, but I then hit serious financial hardship and defaulted on the payments. I accept that this would hit my credit report, but it is impacting my sons credit score now. I called Penn Foster and asked them to take the credit issue off my sons credit and report it to mine because I was the one responsible for the payment. They say they because he is over 18, the report goes against his credit. They refuse to speak to me even though Im the parent and the one who agreed to payment responsibility. He has disputed the report and its been denied. How do I get it back in my name?

  Business Response

  Date: 01/10/2025

  BBB Case Number: 22786210
  BBB Consumer: ******** *****
  Student Name: ****** *****
  Student Number: 23809718
  To Whom It May Concern:
  
  I welcome the opportunity to address Ms. ****** concerns. Mr. ****** ***** enrolled into the Penn Foster High School Diploma on January 16, 2023, by submitting a signed enrollment agreement and down payment.During the time of enrollment, Mr. ***** was over the age of 18 and the Enrollment Agreement is in his name only. We are unable to modify this agreement to add Ms. ******
  Reviewing Mr. ****** account,we do not reflect a signed privacy release for Ms. ****** Due to our privacy policy, that Mr. ***** agreed to, we are unable to provide Ms. ***** with any information without a signed privacy release on file.
  Mr. ***** will need to speak to our ******************** directly in order to discuss his account. Mr. ***** will need to submit a signed privacy release for Ms. ***** if he would like her to have information on his account. Please note, this would not change the responsibility of the holder of the signed enrollment agreement. A copy of this enrollment agreement was emailed to the email we have for Mr. ***** on January 10, 2025.
  
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
  
  Sincerely.
  ****** Kachurak           
  Sr. Escalation Specialist

• Initial Complaint

  Date:01/08/2025

  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.

  I spoke to a penn foster/ ******** college representative and explain to the school that my daughter wanted to attend our local college, and our town in the state of ********. I also explained that she played basketball and she wanted to attach the **** to her diploma which I had paid extra for. I paid in full and was told that once paid all of her courses would open and they in fact did not. I tried to contact the school multiple times and I called the number that was provided, but youre unable to reach an actual person and because of that, my daughter was unable to access any type of help with her courses. They ask that you submit a ticket which we did a couple times and had meetings set up with the school that the school had canceled the morning of. I finally called the number. I called the same number that I called to enroll ****** into the school and I was able to get someone on the phone after being passed around to different departments they advised me that the school is no longer enrolling students and they had switched their entire system and they were unable to help us gain access ******s courses. ****** was enrolled to start a college course February 11, but because she has not been able to do her schoolwork she is unable to obtain her diploma. I called her school to let them know what was going on, and they advised us that even if she graduated through Penn Foster ************** does not recognize her diploma which I was never told by penn foster/******** college. My daughter has had had to drop out high school and sign up to take her GED, which she will not have in time to start the classes February 11th. that shes already been approved for while waiting for her diploma. Penn foster has taken my daughters opportunity to graduate and is holding her back from pursuing college. I called the school to explain to them the issue and they have hung up on me 2 times.

  Business Response

  Date: 01/24/2025

  To whom it may concern:

  I am grateful for the opportunity to address Ms. ********* concerns regarding **** courses and postsecondary diploma acceptance. Ms. ******** enrolled in ****************************** School on January 23, 2023, by completing and submitting a signed enrollment agreement.

  In accordance with **** requirements, ***** ******* High School is committed to following their established guidelines regarding student course progression. Per the **** guidelines, the **** courses have 'speed bumps' built in to prevent them from being completed in less than 28 days. This information is shared with learners during enrollment. Students must progress through their courses in a structured, *******by-****** format completing all content within each ****** before moving forward. Learners enrolled in the ****************************** School program are limited to taking a maximum of six courses at one time, while learners enrolled in individual courses may only enroll in two courses simultaneously. No course part (individual unit or module) may be completed in less than four weeks and no full course may be completed in less than eight weeks. These timeframes are the built-in release conditions in **** courses that prevent rapid progression. A student cannot finish a full course in less time, ensuring enough time for comprehensive learning and mastery of the subject matter.

  Regarding the postsecondary acceptance of the ****************************** 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 ****************************** School, we recommend you check with the institution to determine if a ****************************** School diploma will be recognized by them.

  Further, the ****************************** School website states the following information regarding post-secondary diploma acceptance: "If you are interested in pursuing post-secondary education within your state, you should check with your state to understand the requirements. State may impose certain requirements. For example, an online High School Diploma may not be recognized by some colleges and universities within your state to receive financial aid. We recommend you check with the institution for any specific restrictions."

  ***** ******* High School sincerely regrets the inconvenience and frustration this has caused Ms. ********* The Learner Success Team wishes them continued success as they progress throughout their program. *************************************************** is dedicated to the educational advancement and overall satisfaction of all our students.

  Sincerely,
  ******* E
  Learner Success Specialist

• Initial Complaint

  Date:01/07/2025

  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 called to drop from the program that I started approx 1month ago and they stated that If I dropped from the program that I'd have to pay full price for the program. I decided to drop because I am about to be homeless and no longer need to complete the program, so why make me pay for something that I don't need. Also, why should I pay for a course that I was using my own funds to pay for in the first place? That is the craziest thing I've ever heard.

  Business Response

  Date: 01/10/2025

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Mr. ******* concerns. Mr. ****** officially enrolled in the Sterile Processing Program with Penn Foster College on December 5, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  We give our students a five-day cancellation window after enrollment to withdraw from the program with a full refund per the signed enrollment agreement terms. Mr. ****** was well outside of the cancellation window,however, we have dropped the remaining account balance as an act of good faith.

  We sincerely regret the inconvenience and frustration this has caused Mr. ******* Our Learner Success Team wishes Mr. ****** the best in all of his future endeavors as well as continued success academically whether he chooses to re-enroll with us or at another learning institution. At Penn Foster College, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Accommodations Specialist 

• Initial Complaint

  Date:01/06/2025

  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.

  12//24- 1/2/25-Present. Contacted business via their transcript portal, "Parchment." The third party website "Parchment" gave an error that I had no transcripts available to request. I do, I went to the first semester of college at Penn Foster in 2020, before they changed their online platform. The third party gave a notice online that I would need to call Penn Foster with questions. I contacted on 12/30/24 & explained the situation to the "learner support" representative. They verified account info, obtained the email of the school I wanted transcripts to send to & let me know I would be contacted that day by a transcript representative named ****. I verified that ****** would be contacting me that day, via phone &/or email more than 2 times. **** did not contact me. Keep in mind I verified my contact info during this original call, so whomever was supposed to contact me, had every way to do so. On 1/2/25 I called again & explained the case to a new "learner support" representative on the student contact phone line. The verified my info, took note that there is a record of the call on 12/30/24 & understood that Penn Foster, nor ****, had contacted me (I checked my spam, junk, trash emails, I took my phone off do not disturb, I allowed my phone to receive calls from unknown callers, & allowed "****" a full 4 days to contact me). The learner support member started a new case, verified the emails I wanted my 2020 semester one veterinary technology transcripts to be sent, & assured me 3-4 times that I would be contacted same day by ****, the transcript representative, & then the transcript team in 3 days. This is day 3, I have again not been contacted by anyone in any way. This is the #1 reason I left Penn Fosters program, there are records of that interaction already on the BBB site & with Penn Foster. I will not be waiting any longer on a company to get their affairs in order. I have the right to an education, & would like to use it immediately with my new school.

  Business Response

  Date: 01/24/2025

  To Whom It May Concern:? 
   
  I welcome the opportunity to address Ms. ********* concerns. Ms. ******** officially enrolled in the Veterinary Technician Program with Penn Foster College on August 1, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  We do sincerely apologize for the lack of communication surrounding the transcript process. The team lead of our ********************* has confirmed Ms. ********* transcript has been sent to her new chosen learning institution for a 3rd time. The transcripts were sent electronically on January 6, 2025, January 9, 2025, and again yesterday on January 23, 2025. Delivery method was marked as successful. A copy of the transcripts was also sent directly to Ms. ********* email associated with her account on January 9, 2025. 

  Penn Foster College sincerely regrets the inconvenience and frustration this has caused Ms. ********. Our Learner Success Team wishes *********** 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 

  Customer Answer

  Date: 01/27/2025

  [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.  I recommend working on communication and understanding at Penn Foster as I shouldn't have to frequent a third party for resolutions.

  
  Good riddance,
  
  ***** ********
  

  
  

• Initial Complaint

  Date:01/03/2025

  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.

  I am a currently enrolled student in Penn Foster College's Veterinary Technician Associate's Degree program, whose tuition is paid in full and whose grades are in excellent standing. I have a preexisting Bachelor of Arts Degree from ************************ (matriculation date 2009). Penn Foster has mistakenly failed to apply transfer credit toward a humanities elective and is requiring that I take either art or music appreciation to satisfy this requirement, despite having a complete BA that more than adequately covers any and all general education / arts and humanities / social sciences, etc. I have spent hours on the phone with the school and have sent several emails to the transcripts department since September 2024 regarding this matter. Not only has the school failed to provide any sort of resolution to this issue, but no one has even acknowledged or replied to my emails. My hour long phone calls end in empty promises from the school representatives to get back to me; my emails go unanswered. I am a paying customer. Even if they tell me to "take a hike", I'd appreciate any form of response at this point. The lack of communication is egregious, extremely unprofessional, and quite frankly unacceptable. As a BBB accredited business and a nationally accredited educational institution, I expect better from Penn Foster. I have attached screenshot of the unanswered email threads I have between myself and Penn Foster. Please note the only email I have received from Penn Foster with regard to this matter (Oct 3, 2024 - attached) states that they would get back to me in 7-10 business days, which they never did. I've also attached a PDF of the document showing Penn Foster applied transfer credit to cover my humanities requirement (you can clearly see on the form where it says, "select ONE" and a box is shaded for transfer credit. I have also included screenshots of my Penn Foster student portal showing where it is still requiring me to select a humanities course.

  Customer Answer

  Date: 01/06/2025

  Update: the business resolved my complaint over the weekend after four months of hassle. No further action is needed. If this is due to your assistance, I cannot adequately express my gratitude. Thank you!

• Initial Complaint

  Date:01/03/2025

  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.

  I enrolled in Penn fosters automotive technician program. In my contract, I have 6 days to unenroll before I lose all of my paid tuition refund. I have not been able to get into contact with anyone to unenroll and their website is not working. I have called more than 10 times with no answer, emailed twice, and now am filing a complaint.

  Business Response

  Date: 01/03/2025

   To Whom It May Concern:
  
  I am grateful for the opportunity to address Mr. ****** concerns. Mr. ***** officially enrolled in the Automotive Technician Program with Penn Foster College on December 31, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.
  
  We have thoroughly checked our call history under the phone number provided for this student, and no inbound or outbound call records appear. However, we did receive an email request after hours yesterday, 1/2/24,at approximately 7 PM, which is less than 24 hours ago. Regardless, Mr. ***** is within the cancellation window, and his request for cancellation has been processed, including a full refund.
  
  We sincerely regret the inconvenience and frustration this has caused Mr. ****** Our Learner Success Team wishes Mr. ***** the best in all of his future endeavors and along his academic journey weather he decides to re-enroll with us here in the future or continue his education elsewhere. 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: 01/07/2025

  [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:12/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in Penn Foster last year to receive a ***** Diploma from Penn Foster .I paid my tuition in full ******* is quite a bit of money to receive no diploma. I called and wanted to make a complaint they don't even have a manager. YOU don't even have a case number .There is no form to fill out and no way to even get in the student portal. It looks like I'm not the only student not been treated right from all I see. It seems Penn Foster is a scam ripping off students and taking their money falsely. I had a 90% in the class and received no diploma. I want a full refund and an apology from Penn Foster..It looks like there shoild be a class action suit from students filed against them They are ripping students off it's wrong .I'm out ******* .I want a full refund . IS Penn Foster even legit or a scam?

  Business Response

  Date: 01/03/2025

   To Whom It May Concern:
  
  I am grateful for the opportunity to address Ms. ******* concerns. Ms. ****** officially enrolled in the ************* Program with Penn Foster Career on January 5, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.
  
  Ms. ****** brought it to our attention on 12/25/24 that she believed to have completed all graduation requirements but had not yet received a graduated status change. This was due to a technical error on our end and was promptly corrected by our IT team. As of today, January 3, 2025, Ms. ******* account status is now Graduated. Further communication explaining diploma delivery has been relayed to Ms. ***************** sincerely regret the inconvenience and frustration this has caused Ms. ******* Our Learner Success Team is proud to have assisted ********* through to graduation and we wish her continued success moving ********** Penn Foster Career School, we are dedicated to the educational advancement and overall satisfaction of all our students.

  
  Sincerely,
  ******* E
  Learner Success Specialist

• Initial Complaint

  Date:12/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am simply trying to get my account figured out at the moment. I have an old student ID number however I cannot be found in the system because its not the right student number. Im trying to get in contact with somebody and it should not take an entire hour hold When my account got reactivated. It shouldve been fixed right then and there now I cant be found in the system and Im scared that when I finish, I wont get my diploma because Im not considered being in the system. Im not even too sure if what Im saying is right because I have not talked to anyone who can actually solve my problems this is something that shouldve been resolved when I paid money out of pocket to do Penn Foster on my own

  Business Response

  Date: 12/27/2024

  BBB Case Number: 22736104
  Student Name: ****** *****
  Student Number: 54960218
  
  To Whom It May Concern:
  
  I welcome the opportunity to address Ms. ****** concerns. ******** enrolled into our High School diploma program via our Business-to-***************** on January 20, 2020. It appears that Ms. ***** was contacting our Business-to-******************
  On December 27, 2024, our Business-to-***************** contacted Ms. ***** to provide the correct contact information along with Ms.****** login credentials.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
  Sincerely.
  
  ****** ********
  Sr. Escalation Specialist

• Initial Complaint

  Date:12/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a program and asked to withdrawal immediately afterwards. I was informed I would not receive a refund for my previous payment which I was okay with but they want to charge me for the whole program in which I did not accept to continue and now they state the contacted me several times which I did not receive any communication until yesterday that I would be sent to an External Collections and doesnt even state the amount.

  Business Response

  Date: 12/23/2024

  To whom it may concern:
  
  I am grateful for the opportunity to address Ms. ******* concerns. Ms. ****** officially enrolled in the ******************* Program on June 25, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.
  
  We received an initial payment of $50 at the time of enrollment. Per the signed enrollment agreement, Ms. ****** agreed to pay $79 per month until the total amount had been satisfied. Aside from the initial payment,Ms. ****** did not submit any further payments which led to late fees and ultimately a collections agency. We offer our students a 5-day cancellation window to cancel with a full refund. We received communication from Ms. ****** on September 3, 2024 requesting to cancel her program, which was well outside of the cancellation period. Account cancellation was processed at the time of the request and Ms. ****** was notified of her outstanding liability amount. As an act of good faith, we have credited the amount of the agency collection fee and both late fees.
  
  We sincerely regret the inconvenience and frustration this has caused Ms. ******* Our Learner Success Team wishes her continued success 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