Complaints

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:06/15/2025

  Type:Facilities 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 it may concern:
  
  I am a doctoral candidate within the School of Health Sciences at Liberty University who is nearing completion of the culminating dissertation. The dissertation is subject to multiple rounds of reviews which initiate with a review by the dissertation committee comprised of the dissertation chair and one to two committee members, or readers.
  
  Following this review, the chair and committee members determine if he dissertation requires more revisions or if it can be submitted to the Doctoral Support Team, or “Doc Review”, who will take two weeks to review the dissertation to determine eligibility for defense. However, this process is unclear as no standards or rubric covering this review is published online nor in the department’s dissertation handbook.
  
  Further, the opinions of the doctoral committee and Doc Review are conflicting and lead to protracted delays and ambiguity.
  
  Most recently, Doc Review indicated “major revisions” to my dissertation that should have been addressed at the outset by committee members, specifically related to the application of a theoretical framework, and not weeks from a potential defense. Additionally, published dissertations from this department that were defended this year do not have theoretical frameworks as well developed as the ones in my dissertation draft and some lack any integration of a theoretical framework at all.
  
  I feel that the processes associated with Doc Review are ambiguous, potentially subversive, and arbitrary, at best. For some context, I am a higher education professional and adjunct faculty member with extensive academic writing experience who has maintained a 4.0
  GPA through this program. I am dedicated to completing the program, but implore the department to be transparent and provide clarity for me and fellow doctoral candidates and students.
  
  Respectfully,
  
  ***

  

  Business Response

  Date: 06/18/2025

  The complainant has requested to be contacted by the business.  A response will be provided through the university’s
  official complaint portal in Beacon.  A
  notification will be sent to their university email upon completion.  

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered and paid for two classes in the Spring 2025 semester. Shortly after I began the course I came down with the flu and was incapacitated for three weeks (I am 60 years old). I contacted the school after learning that I was dropped from the first class and filed an appeal to be let back in the class. My appeal was denied. As a result of being dropped from the first class the University then cancelled my second class unilaterally. The school then notified me that they would refund me for the second course that they cancelled, however, my refund would not be half of what I paid for the two classes, it would be reduced because only taking one class (the first class I was dropped in for being sick) has a higher tuition rate than the two classes combined. Since I was unilaterally dropped from the second class I believe it is wrong to be charged a higher tuition for the first class. I am seeking a refund of the half of the tuition I paid.

  

  Business Response

  Date: 06/12/2025

  Your notice of
  complaint, dated June 4, 2025, has been referred to me for response. In the
  complaint, the complainant stated that he registered and paid for two courses
  in the Spring 2025 semester (2/10/25-5/9/25). He explained that he became ill
  and unable to complete coursework, which resulted in his unofficial withdrawal
  from the first course and being dropped from the second. He claimed that he was
  advised that he would receive a refund for the second course that he did not
  attend, but it would not be half of what he had paid for tuition due the Spring
  2025 semester’s tuition rate changing from full-time to part-time and becoming
  more expensive. At this time, the student has asked to be fully refunded half
  of the amount that he paid for tuition for the Spring 2025 semester.Due to
  privacy laws that protect current and former student education records from
  unauthorized disclosure, Liberty University is regrettably unable to provide a
  meaningful response to the complainant’s complaint to the Better Business
  Bureau (“BBB”); however, based on the information that was provided in the
  complaint, I would be glad to provide some general information about Liberty
  University’s relevant policies that the complainant may find helpful. The University’s Withdrawal Policy states that,
  "Students who attend a course by submitting an academic assignment and
  then cease progressing toward the completion of the course will be assigned a
  grade of Failure for Non-Attendance (FN) during the semester." The policy
  also states that "If a student withdraws from a sub-term and is registered
  for course(s) in the future sub-term(s) during the semester of the withdrawal,
  the student must submit a letter of intent in order to remain in the
  future courses. If a letter of intent is not submitted with the
  withdrawal, the student will be automatically dropped from the future
  sub-terms, resulting in a total withdrawal from the semester." The University’s Expenses &
  Financial Policy lists the full-time and part-time tuition rates for online students. It should
  be noted that the tuition rate that a student is charged can change during a
  semester if a student’s schedule is adjusted via a dropped or withdrawn course.
  It should be noted that the tuition rates found in the listed policy are
  charged at a standard rate per credit hour for all students and exceptions are
  not made to the published tuition rates due to accreditation requirements.As we are unable to
  provide a detailed response to the complainant through the BBB due to privacy
  regulations, if the complainant would like further information regarding his
  account charges, he is encouraged to contact the Student Accounts Office at
  ***** ********* ** ********* ******************************* ** *** ****** **** ** ************************ 
  Sincerely,

• Initial Complaint

  Date:06/04/2025

  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.

  Liberty University has **** ***** teaching a graduate level class for its MFA Program. Unfortunately, Ms. ***** does not present any evidence of having published poetry or worked in the publishing field. Simply having a degree in English does not adequately prepare students who are enrolled for the purpose of learning to write for publication.
  
  Ms. ***** provides weak feedback, and she is condensing. When I filed a concern about Ms. *****, Liberty never sent me a response. Instead they advised me to asked for a replacement class. I did. I was denied the request.
  
  Ms. ***** appears to be the only instructor who teaches this course. I would have to take a class from someone I feel is incompetent or leave the university. I selected to leave.
  
  For Liberty's MFA Program, there should be a wider selection of teachers, and just like other MFA programs throughout the nation, these instructors are published.
  
  Liberty University is charging me 50.00 for withdrawing from this awful class that did not propel me further as a writer.

  

  Business Response

  Date: 06/12/2025

  Due to
  privacy laws that protect current and former student education records from
  unauthorized disclosure, Liberty University is regrettably unable to provide a
  meaningful response to the complainant’s complaint to the Better Business
  Bureau (“BBB”); however, based on the information that was provided in the
  complaint, I would be glad to provide some general information about Liberty
  University’s relevant policies that the complainant may find helpful. University faculty are hired based on criteria set forth by
  our accrediting body (SACSCOC).  Some
  schools within the university have additional accreditation, and, as a result,
  their faculty may have higher expectations of academic scholarship, certification/licensure,
  or other professional qualifications.  When hiring and evaluating faculty, these criteria
  are factored in when determining the appropriate course they will be assigned.  If the complainant wishes to file a formal
  complaint with the university regarding their experience in the course, they
  are encouraged to submit their complaint at ********************** and attach any
  supporting documentation they may have. Regarding the fee in question, university policy states, “A
  $50 ceasing attendance fee will be charged to all students who completely
  withdraw from the University for the term.” 
   The full policy can be found
  here: ***************************************************

• Initial Complaint

  Date:05/02/2025

  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.

  I started with LU for a BA in Psych in Feb of 2020. Once I got my degree, I was hired by a middle school to be an art teacher. I decided to stick with Liberty to get my masters in secondary education which I was told included the teaching license. The only thing was, I needed to take art classes for the content area that I was to teach in as if I had of taken a BA in art. I was told by the advisors that I could take the MAT classes along side the art classes. This was true to a point. Because they are not a part of the master’s classes, FAFSA will not pay for them, but they are required for me to get my license and I cannot afford to pay out of pocket Liberty’s prices. I had 7 art classes left that I needed to take as I could not take them all alongside my MAT classes. I was then advised by their advisory team that I could finish the MAT classes (including student teaching), then come back to school for an Associates degree where I could finish the last 7 classes having then completed the content and get my license. So, based on what I was told, this is the path that I took.
  I then went to register for the student teaching as that was the last course, I was told that I could not do the student teaching until all the art classes were taken. I was told that I could still do the associates degree. This last month with a few weeks left for the MAT classes, I went to get registered for them only to be told I could not do it that way as I had too many credits. I was told that I have to take another BA in art and it would cover the 7 classes I needed, plus taking two more extra. This morning I got an email from the content advisory telling me that only 5 of those would be covered by a BA in art. My only other options is to start a new MAT and take another 60 credits to be able to get those 7 classes and finish my student teaching. All of this has cost me close to 80,000 in student loans and I still cannot get my license.

  

  Business Response

  Date: 05/09/2025

  May 9, 2025******* ******BBB of Western Virginia**** ******* *********** **  *****Re:
  BBB ID – ********We are in receipt of your notice dated May 2, 2025
  regarding the complaint number referred to above.The complainant has expressed dissatisfaction with the
  guidance received from the Academic Advising Office concerning the completion
  of her degree program, particularly in relation to the use of Federal Financial
  Aid. Due to privacy laws that protect current and former student education
  records from unauthorized disclosure, Liberty University (“Liberty”) is
  regrettably unable to provide a detailed response to the complainant’s
  complaint to the Better Business Bureau (“BBB”), dated May 2, 2025, due to privacy
  laws (FERPA).However, our review has determined that Liberty
  University operated in accordance with all established policies and procedures.
  Liberty University offered a resolution regarding the issue presented and has
  since updated its curriculum. All required courses are now offered through our
  institution.Liberty University remains committed to supporting our
  students in achieving their academic goals. We encourage the complainant to
  continue working closely with the Academic Advising Office to ensure a smooth
  and successful completion of her degree program. If the student is not
  satisfied with the responses provided by the university, we encourage the
  student to utilize the official student complaint form process, outlined here: *********************************************************************.

• Initial Complaint

  Date:04/22/2025

  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.

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The situation that Liberty is describing is based on FALSE evidence that ******* ** ******** presented with the answer to the complaint number #******** filed with *** *** **** and also private emails sent to ************************* as stated by the information provided with the complaint; the student’s final reply to the answer of the business highlights in fact fraudulent misconduct, retaliation and harassment against the student by the same business. Therefore, if Liberty is considering the student behavior for reporting a possible fraud as against Liberty’s Good Conduct Policy for just reporting a complaint therefore Liberty is guilty of the same crimes of the business for protecting it. The student was not aggressive and actually humble and worked well with flight instructors, based also on what was written on final grades presented to Liberty and signed by the flight instructor. ******* ** ******** in that complaint, in fact gave the fault to Liberty University for not respecting their timelines, when it’s ******* ** ******** that is affiliated with Liberty. Mr ******** did not know until the end that Mrs. ****** was also part-time, based on text messages. Also, comments under the training trucker by the flight instructors demonstrated that the student was doing well. The student was also very respectful via text message to Mrs. ******. Unfortunately, this is a program where Liberty and the flight affiliate need to collaborate, including for timelines. The combination of the program requires both sides to be on the same page. Naturally, after the assessment, the student was frustrated. The ******* ** ********, in fact, gives the student a packet to study for the speaking part before the solo flight, and the student fully learned and then reviewed the packet with the flight instructor, who decided it was ok for the student to go to the final assessment, which another flight instructor performed. Ms. ****** told the student to contact her on her BUSINESS phone, which is put in a sleeping mode when she is not available, and not her personal phone. The student also was not disrespectful to the staff to the staff. Also, if the student was disrespectful and unprofessional during classes, the flight instructor had the possibility to report that on the student’s final grade sent to Liberty University. Billing: unfortunately, after every flight, the amount unused gets indicated to the student by sending them invoices. It is not a single lump sum payment used to pay everything. Otherwise, why is an ******* ** ******** sending single invoices after every class? Therefore, ******* ** ********'s statement is False. Liberty University sent a payment from Mr ********** account of the amount equal to 2700$ on 04/03/2025, AFTER that, Ms. ****** banned the student from returning to the flight school. Based on the invoices received, the student's total account at the flight school is 6750$ of unused funds that because of the false allegations the school can keep. “The updated complaint also details the widespread use of payouts by Liberty to third parties—dubbed “professional fees”—which ******* alleged provided special deals and kickbacks to “friends” of Liberty” (******************************************************************************). If the business said that they were not aware of a complaint that was filed before Ms****** banned the student the statement is false. The ******* ** ******** was informed about the formal complaint that the student had filed via email: ***** ********* was C/ced in the email dated 03/17/2025 by the ****** ** ***********. On, 3/18/2025, instead of solving the problem, ******* ** ********, Ms. ****** retaliated against the student by issuing a ban to prevent the student from attending the same flight school. The student complaint was filed online at Liberty’s portal. The student did not struggle with the ******* ** ******** policies. Based on the Liberty University deadline, AVIA 220 (stage 1) is 6 months long and not 90 days. The student accomplished 50% of the training for stage 1 (Avia 220) by March 2025, when the class ends in May 2025. Stage 2 (Avia 225), Cross-country supposed to start in the summer. Comments after every class by the flight instructors are also attached (at the bottom of the page, showing that the student was on track with the training). Therefore, the two programs, Liberty’s and ********* ** ********, are supposed to be combined and synchronized. If you think that in any way I disrespected anyone, “I’m sorry”. Based on the documents attached, the reasons indicated are not correct. Also, the importance of checking training progress in a timely manner is that Liberty timelines for training are very strict. Another misinformation is that Liberty issues a red flag impeding the student from continuing flight training and using unused Liberty’s funds if it reaches the TCO percentage required for the course. In fact in the email attached “Left over funds from a successfully passed class and rating, become “unrestricted” once the passing grade is posted and can be used at the flight school at any time in a few different ways that you and flight school decide to use them” therefore leftover flight fees that ******* ** ******** had, could have been used even after reaching the TCO required for the class. Also, we want to talk about the economic damage of this situation that the late communication by Liberty University causes. Files attached. I also received other emails from Liberty, the economic damage that the situation created by the flight school to students is humongous! I will probably have to pay out of pocket to let the new flight school assess the situation and if previous training can be reconsidered. Also, the email was sent by Liberty on the 25th of Maywhen I asked about Avia 225 starting in March 2025. A student who does not fly for two months has to restart from the beginning. Financial aid office: Summer classes, the student filed a loan change form from the week before the 5th of May, as the loans could not be used for future flight classes, as AVIA 220 ended on May 9th, AFTER the financial check-in deadline. Therefore, it was not possible to register for AVIA 225. The student received an email on MAY 9th saying that the financial check-in was extended until May 10th, 1 day after. Registering for flight classes takes a minimum of 3 days for the flight affiliate approval and another 3 days for the loans to be applied. Also, the student had already completed the financial check-in as per the previous deadline. Therefore, a student who wants to take flight classes and repay 11K will have to open a private student loan with ****** (predatory lending) and not be able to use the Federal Aid anymore. Student account office: as it happened to me last year, I had to deploy, therefore I had to apply for a military withdrawal from one of the courses. Student accounts specifically said that they do not reimburse the money to the student's chosen bank account, forcing students to open accounts with **********. Here is the catch: **** ****** does not allow the entire amount of 1000$ or more to be transferred to the student’s personal bank account, but the max is 1000$ at a time. As we all know, a flight fee is 11k; therefore, students will have to do 11 wire transfers. **** ****** charges 25$ for every wire transfer; also, if the student does not contribute with a monthly deposit of a minimum 300$, **** ****** charges a monthly service fee equal to 2,99$. ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** 
  Regards,
  
  ******* ********Another issue: before AVIA 225, students must complete a solo flight. Training is marked nearly 50% complete before the solo is done, freezing funds. Students are then forced to take out private loans directly with *** to continue to take classes required for the solo flight and for the solo flight itself, the same flight school that does not let it’s student progress kicking them out based on the complaints after two years and withholding all the unused funds. This is called predatory lending. Complaints lead to dismissal, and *** keeps the funds.
  Emails sent: ***************************, ***************, ***********************, ***********************, *********************, ************************, ************* Related complaints:
  ********************************************************************************* 

  

  Business Response

  Date: 05/06/2025

  Due to privacy laws that protect current and former student
  education records from unauthorized disclosure, Liberty University (“Liberty”)
  is regrettably unable to provide a meaningful response to the complainant’s
  complaint to the Better Business Bureau (“BBB”), dated April 22, 2025; however,
  based on the information that was provided in the complaint, I would be glad to
  provide some general information about Liberty University’s relevant policies
  that the complainant may find helpful. Students with Liberty University who also participate in flight
  courses through Flight Training Affiliates (FTA) must adhere to the Liberty
  University Honor Code, as well as any similar conduct codes outlined by the
  respective FTA.   FTA’s are separate and independent entities who
  work alongside Liberty University in the training of students toward earning flight
  time hours.  Violations of the FTA’s
  conduct policy can lead to discipline from the FTA, including dismissal, as Liberty
  does not require or force FTA’s to work with all students.  It is, therefore, the student’s responsibility
  to ensure that they are abiding by any and all applicable policies and procedures,
  as outlined by Liberty University and the FTA. 
  If a student is dismissed by an FTA, there is a review process that takes
  place.  If the review results in
  upholding the dismissal, it is the student’s responsibility to find a new FTA. Additional information regarding the flight fees can be
  found in our student handbook here: **********************************************************************.  

  

  Business Response

  Date: 05/20/2025

  As stated in the previous response, due to privacy laws that
  protect current and former student education records from unauthorized
  disclosure, Liberty University (“Liberty”) is regrettably unable to provide a
  meaningful response to the complainant’s complaint to the Better Business
  Bureau (“BBB”), dated April 22, 2025; however, based on the information that
  was provided in the complaint, I would be glad to provide some general
  information about Liberty University’s relevant policies that the complainant
  may find helpful. Per the agreement between Liberty and the FTA’s, they are
  able to refuse service to Liberty students who they find to be in violation of
  their policies.  Under these
  circumstances, those students would be required to find a new FTA.  The complainant does not claim that the issues
  with their FTA hindered their ability to successfully complete the course with
  a satisfactory grade.  While the complainant
  may have been previously approved to be part of the FTA in question, if they
  have determined that the complainant is no longer permitted to fly with their
  organization, then they will need to find a new FTA in which to continue their training. Regarding the flight fees that the student mentions, these
  fees are assessed and charged in accordance with the university’s published
  policy. Additional information regarding the flight fees can be found in our
  student handbook here: ***********************************************************************  

  Customer Answer

  Date: 05/22/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I appreciate Liberty University's reference to privacy laws; however, this should not serve as a shield against accountability, especially when serious concerns are raised regarding systemic misconduct and financial mismanagement. As an active duty service member, I am protected under several federal laws that appear to have been disregarded in this matter, which includes Failure of Oversight and Due Process, Violations of Federal Protections for Military Students (Servicemembers Civil Relief Act (SCRA), Department of Defense Voluntary Education Partnership MOU (DOD MOU), Higher Education Act-Title IV and Title X Compliance, Uniformed Services Employment and Reemployment Rights Act (USERRA). Liberty University's response shifts full responsibility to the Flight Training Affiliate (FTA), even though these affiliates operate under Liberty’s academic accreditation, contractual authority, and financial partnerships. Liberty cannot both claim administrative distance from the FTA while also collecting tuition and flight fees for services not rendered. This structure creates a constructive partnership, making Liberty liable for the conduct of its affiliates under basic principles of agency law. Liberty’s failure to ensure proper oversight or to offer students a formal grievance or appeal process when denied service by an FTA demonstrates a lack of due process and disproportionately harms students who rely on timely and predictable academic progression, especially military members whose time is governed by deployment cycles and duty schedules. In fact, the following federal laws may have been violated or ignored in this matter: SCRA provides protection against financial and legal burdens that unfairly impact military personnel. Charging tuition or fees for services not rendered, without a clear refund or appeal process, could be interpreted as a violation of this Act, especially if the service member was misled into continuing enrollment under false pretenses or pressure. As a participating institution in the DoD Tuition Assistance program, Liberty is contractually obligated under the DOD MOU to: provide accurate and clear information about course and program costs; maintain transparency in academic partnerships (like FTAs); support military students’ rights, including clear dispute resolution mechanisms. Failure to mediate a dispute with an FTA, and continuing to charge a student despite program interruption, may constitute non-compliance with the MOU. Under Title IV and Title X provisions, institutions must not misrepresent the nature of services or costs associated with federally funded programs. If Liberty accepted Tuition Assistance (TA) or other forms of federal aid in conjunction with unearned flight training charges, this may warrant further investigation under Department of Education regulations. USERRA and its principles underscore the national interest in protecting service members' access to fair treatment in civilian institutions. Abruptly halting a program pathway and failing to accommodate resolution steps places undue burden on service members. Given these facts, I formally request the following: full investigation into the FTA's conduct and Liberty’s oversight; a detailed accounting and refund of all unearned flight training fees; assurance that my military status and legal protections were properly considered at every step. This matter raises not just individual concerns, but systemic risks that could negatively affect other service members and veterans enrolled at Liberty University. I urge both Liberty and the BBB to treat this matter with the seriousness it warrants.
  
  Regards,
  
  ******* ******** 

• Initial Complaint

  Date:02/09/2025

  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.

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They are asking me to call a general number that has provided absolutely NO help. The formal complaint I have filed has yet to receive a response beyond a generic message ?????
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 02/17/2025

  Your notice of complaint, dated February 10, 2025, has been
  referred to me for response. In the complaint, the complainant stated that the
  University did not package her financial aid eligibility accurately for the
  Spring 2025 semester. She claimed that her financial aid package was missing
  $4,000 in grants which she could have used as opposed to the Federal Direct
  Loans that were projected onto her account. The complainant expressed that two
  University representatives had claimed that they would follow-up on her account
  and escalate her issue for review but had failed to do so. The complainant
  asserted that the University was forcing her to utilize Federal Direct Loans by
  withholding her grant eligibility and thus affected her potential refund for
  the semester. At this time, the complainant requested her account be adjusted.Due to privacy laws that protect current and former student
  education records from unauthorized disclosure, Liberty University  is
  regrettably unable to provide a meaningful response to the complainant’s
  complaint to the Better Business Bureau (“BBB”); however, based on the
  information that was provided in the complaint, I would be glad to provide some
  general information about Liberty University’s relevant policies that the
  complainant may find helpful. Liberty University's Disbursement
  Processes for Financial Aid webpage states that Federal Pell Grant is
  provided for up to twelve credit hours each semester, is pro-rated based on a
  student's sub-term enrollment, disburses 21 days after the student becomes
  eligible, and that eligibility occurs upon attendance in the applicable course.
  The webpage also states that students must be enrolled at least half-time in
  order to be eligible for Federal Direct Loans and also that disbursement occurs
  21 days after a student begins actively attending in their half-time enrollment.
  Additionally, the webpage defines half-time enrollment as six credit hours for
  undergraduate and graduate students, and three hours for doctoral students.
  This disbursement policy is based upon federal regulations which require that a
  student be enrolled half time to be eligible for Federal Direct Loans. The
  complainant can review information provided by the U.S. Department of Education
  regarding Federal Direct Loans here.When a FAFSA is received for a given aid year, Liberty
  University packages a student’s account with their maximum financial aid
  eligibility as determined by U.S. Department of Education regulations. If all
  of the Federal Direct Loan requirements are present, which includes Entrance
  Counseling (EC), a Master Promissory Note (MPN), and half-time enrollment, the
  Federal Direct Loans will disburse to a student's account according to Liberty
  University's disbursement timeframe. If the Financial Aid Office does not
  receive notification of a student’s desire to decline or limit the Federal
  Direct Loans that they were offered for a given academic year and they have
  completed the required MPN and EC, the full amount of Federal Direct Loans that
  they are eligible for are disbursed to their account. If a student submits a FAFSA to Liberty University but would
  like to decline or limit Federal Direct Loans, they will need to submit a
  Federal Direct Student Loan Change Request Form in order to request that
  adjustments be made to their Federal Direct Loans. This form can be found in
  their ASIST account under the ‘Financial Aid’ tab. After selecting the
  Financial Aid forms and the appropriate aid year, students will find the form
  listed. As we are unable to provide a detailed response to the
  complainant through the BBB due to privacy regulations, it should be noted that
  the complainant has filed a formal complaint with the University’s Student
  Advocate Office regarding this issue and she will receive a detailed response
  to that complaint. If the complainant would like further information regarding
  the processing of financial aid on her Liberty University account, she is
  encouraged to contact Liberty University’s Financial Aid Office at ***** ******** or by e-mailing *************************

• Initial Complaint

  Date:01/30/2025

  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.

  During my time as Dr. ****** student, I participated in a video conference with her, and since then, I have observed what I believe to be targeted and unfair treatment. While I cannot determine whether this treatment stems from personal bias related to my background, military affiliation, or other factors, it is evident that Dr. **** has acted in a manner that has caused unnecessary delays, frustration, and wasted labor in my doctoral studies.
  Specifically, Dr. **** has repeatedly rejected my dissertation submissions on formatting grounds, despite the university’s own School of Business Research Guide (p. 60) stating that "the Admin Review will focus primarily on content rather than formatting." These formatting-based rejections directly contradict the dissertation guidance outlined in the DRP guide and have been made despite my dissertation chair’s explicit approval of the formatting, prior to every submission, which falls under his purview as per university policy.
  This breach of policy has cost me more than two months worth of progress. Most recently, I have experienced three consecutive administrative review rejections, each taking the full six-day review period, all based solely on Dr. ****** subjective formatting opinions that conflict with published University Doctrine and policy. These actions have caused significant delays in my progress and suggest an intentional obstruction of my academic advancement. Her repeated disregard for established university policies and dissertation guidelines constitutes not only an abuse of authority but also a failure in professionalism and academic integrity.
  Given these circumstances, I formally request that I be assigned a different research methodology reviewer immediately.
  I appreciate your prompt attention to this serious matter and look forward to your response regarding the necessary steps to rectify this situation. Please feel free to contact me if any additional information is required.

  

  Business Response

  Date: 02/05/2025

  Liberty University strictly prohibits all unlawful
  discrimination, including race discrimination, and takes such claims very
  seriously. If you have concerns related to discrimination or retaliation, which
  are strictly prohibited at Liberty, we encourage you to contact Liberty’s
  Office of Equity and Compliance by phone at ***** ******** or by email at ***************.  You can also submit a
  complaint directly using the “Report a concern” link at **************************  Our Office of Equity and Compliance (OEC) handles reports and complaints
  of unlawful discrimination in accordance with the law and Liberty’s
  Discrimination, Harassment, and Sexual Misconduct Policy. OEC will promptly and
  equitably respond to all findings of unlawful discrimination in a manner that
  eliminates it, prevents its recurrence, and remedies any adverse effects of it.
  Again, for your convenience, you can find the above-referenced policy and OEC’s
  contact information on their website at ****************************************************Regarding the complainants concerns with the methodologist,
  we trust that this matter has been resolved through Liberty’s complaint
  process.  

• Initial Complaint

  Date:01/22/2025

  Type:Facilities 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 Liberty University regarding their handling of my withdrawal from two courses, JURI 525 and JURI 555, for semester B. Despite properly notifying the university in writing prior to the start of classes of my intent to withdraw, they refused to honor my request.
  
  To make matters worse, Liberty University gave me a final grade of FN (Failure for Non-Attendance) for these courses, which unfairly ruined my 4.0 GPA. This action was unwarranted, as I had submitted my withdrawal request before classes began and should not have been enrolled.
  
  Due to extraordinary circumstances, including housing issues and other unexpected life conditions, I requested to drop these classes and receive a full tuition refund in accordance with Liberty University’s own policy, which states that students withdrawing before the start of classes are eligible for a 100% refund. However, the university is now refusing to issue the full refund and instead offering only 75% because I completed a required checklist assignment (a 5-question quiz).
  
  This "checklist assignment," expected to be completed on the first day of class, is not explicitly stated as a binding contract. Their use of this assignment as a basis to deny my withdrawal request and reduce my refund feels unethical and inconsistent with their policy. As a student pursuing a law degree through a Christian worldview, I find this practice contrary to the principles of fairness and integrity the university claims to uphold.
  
  Life circumstances sometimes prevent students from continuing their education as planned. I respectfully request Liberty University to:
  
  Drop both courses (JURI 525 and JURI 555) from my record.
  Restore my 4.0 GPA.
  Issue a 100% refund of my tuition as outlined in their withdrawal policy.

  

  Business Response

  Date: 01/31/2025

  Your notice of complaint,
  dated January 22, 2025 has been referred to me for response.  In the
  complaint, the complainant states that he disagrees with the Liberty University
  Withdrawal Policy and that he would like to be refunded 100% of his tuition and
  have his GPA restored to a 4.0.Due to privacy laws that
  protect current and former student education records from unauthorized
  disclosure, Liberty University (“Liberty”) is regrettably unable to provide a
  meaningful response to the complainant’s complaint to the Better Business
  Bureau (“BBB”), dated January 22, 2025; however, based on the information that
  was provided in the complaint, I would be glad to provide some general
  information about Liberty University’s relevant policies that the complainant
  may find helpful. The Financial Check-In
  Contract states, “I understand and agree that if I drop or withdraw from some
  or all of the classes for which I am registered, I will be responsible for
  paying all or a portion of tuition and fees in accordance with the policy at ************************************************************ Incorporated herein by reference. I further understand that my failure to
  attend class or receive a bill does not absolve me of my financial
  responsibility as described above. I understand that I must comply with all
  Liberty procedures and policies regarding my withdrawal to be eligible for a
  refund of any tuition, costs, or fees (excluding any non-refundable fees
  designated as such).In addition, the Course
  Requirements Checklist states, “I have read the Course Syllabus and understand
  that, by completing this course requirements checklist or any other assignment
  in Canvas, I will no longer be able to ‘drop’ this course. Completing this
  activity constitutes attendance, and I understand that if I am unable to
  continue attending, I must be withdrawn from the course. (If you are unsure
  about completing this assignment, you may exit the survey and contact Academic
  Advising at ************.)”As stated in the Withdrawal
  Policy, "Students who attend a course by submitting an academic
  assignment and then cease progressing toward the completion of the course will
  be assigned a grade of FN (Failure for Non-Attendance) during the
  semester."As we are unable to provide a
  detailed response to the complainant through the BBB due to privacy
  regulations, if the complainant would like further information regarding the
  withdraw policy, he is encouraged to contact Liberty University’s Financial Aid
  Office at ***** ********, by emailing ************************,
  or via online chat at *********************** and the Student Accounts Office at ***** ********* ** ********* ******************************* ** ***

• Initial Complaint

  Date:01/20/2025

  Type:Facilities 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 reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Please look at the weekly progress (or lack there of) reports that were turned in every week through canvas. There is a clear history of mounting frustration. If need be I have them all and can email them. There was a a complaint filed with the university but there was never any action taken. One example of a trivial response was the commas in the references are italicized. As you can see in the progress reports there was also a great deal of something being approved at one point only to be told much later that it was never approved. This entire process just seems to drug out as a money grab. I went through the Master’s program at Liberty and all the coursework for PhD program and got A grades . I was even asked to help with other students and their writing skills. However, in capstone project I am told my writing has numerous mistakes. Just an unfair double standard that is costing me a ton of money. My direct mentor is very understanding and is frustrated by the methodologist as well. All I am asking for is respect and not condescending replies. Tell me what needs to be done and I will fix it. Quit playing games and dragging out this process. Thanks for listening . 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 01/22/2025

  Can the complainant provide more details regarding the “trivial
  requirements” they indicate are being added to their degree?  

  

  Business Response

  Date: 02/10/2025

  The methodologist operates outside the committee, ensuring
  that the research design, data collection, and analysis methods meet rigorous
  academic standards. The methodologist provides expert guidance on methodology
  to ensure the study’s validity and reliability, offering feedback on selecting
  appropriate methods aligned with the study's objectives. Additionally, the
  methodologist verifies institutional and field-specific research guidelines.
  The methodologist typically serves in an external oversight role. While it can
  be monotonous and challenging, their feedback is a critical part of achieving
  the doctoral standard of academic scholarship.

  Customer Answer

  Date: 02/10/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I understand completely what the University is saying and appreciate it or otherwise the degree would be diminished. I do have to say the standards for writing from the Master’s program to the PhD program are polar opposites. With that being said I would like to request a new person to review my work . Dr. ******* is excellent and I enjoy working with him. Though he is frustrated too. He exhibits Christian characteristics. Whereas the methodologist is arrogant, condescending, and not helpful at all. A very bad testimonial for a Christian organization. Please advise if this would be acceptable. I don’t feel it too much considering the thousands of dollars I have spent at Liberty between the masters and doctoral programs . Thank you 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 02/17/2025

  For security purposes, we are not able to make changes to a
  student’s account through the BBB or other third-party platforms.  The complainant is directed to submit their
  request through the university’s official complaint portal at *********************** 

  Customer Answer

  Date: 02/18/2025

  I have already submitted one complaint months ago but nothing was done . I will submit another one but I am very doubtful anything will be done. It is not worth my time to keep fighting this. Thank you 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/16/2025

  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 reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I have since reached out to Liberty University requesting an itemized list of changes on my account and was unsuccessful, therefore, I am requesting BBB to use any influence it has to obtain any information from the above mentioned business in regard to funds used for my degree. 
   
  Regards,
  
  ****** ****tes degree but my school took out loans against my knowledge and consent totaling $20,516.63 in addition to my Pell Grants, the loans are incurring interest by the day. I was "let-go" from my job in 2023 at no fault of my own, I have been unemployed ever since, I am not in a position to re-pay these loans.
  
  
  1. I never applied for any loans, nor authorized the university to take out any loans on my behalf.
  
  2. I have made several attempts to get an itemized list of all charges, all loan disbursements, and what the Grants covered specifically.
  
  3. I would like a full and complete discharge of all these loans from my records.
  
  
  I am a transgender woman of color, I have been a victim of discrimination in employment, and life in general. I have been living with diabetes since 2015, and lacking health insurance because of my unemployment status. I am pleading with any relevant organization to take up my case.

  

  Business Response

  Date: 01/22/2025

  You notice of complaint, dated January 17, 2025, has been
  referred to me for response. In the complaint, the complainant stated that
  Liberty University borrowed Federal Direct Loans under her name without her
  permission. She stated that she only intended to utilize Federal Pell Grant
  funds and claims that she never signed a Master Promissory Note (MPN) which
  would have represented her approval for Federal Direct Loans to disburse to her
  account. She has asked for a full discharge of the loans, and also asked to be
  provided with an itemized list of all charges that were covered by
  disbursements of the Federal Pell Grant and loan funds. Due to privacy laws that protect current and former student
  education records from unauthorized disclosure, Liberty University  is
  regrettably unable to provide a meaningful response to the complainant’s
  complaint to the Better Business Bureau (“BBB”); however, based on the
  information that was provided in the complaint, I would be glad to provide some
  general information about Liberty University’s relevant policies that the
  complainant may find helpful. Liberty University's Disbursement
  Processes for Financial Aid webpage states that students must be enrolled
  at least half-time in order to be eligible for Federal Direct Loans and also
  that disbursement occurs 21 days after a student begins actively attending in
  their half-time enrollment. Additionally, the webpage defines half-time
  enrollment as six credit hours for undergraduate and graduate students, and
  three hours for doctoral students. This disbursement policy is based upon
  federal regulations which require that a student be enrolled half time to be
  eligible for Federal Direct Loans. The complainant can review information
  provided by the U.S. Department of Education regarding Federal Direct Loans here.
  The webpage also states that Federal Pell Grant is provided for up to twelve
  credit hours each semester, is pro-rated based on a student's sub-term
  enrollment, disburses 21 days after the student becomes eligible, and that
  eligibility occurs upon attendance in the applicable course.When a FAFSA is received for a given aid year, Liberty
  University packages a student’s account with their maximum financial aid
  eligibility as determined by U.S. Department of Education regulations. If all
  of the Federal Direct Loan requirements are present, which includes Entrance
  Counseling (EC), a MPN, and half-time enrollment, the Federal Direct Loans will
  disburse to a student's account according to Liberty University's disbursement
  timeframe. More information about this can be viewed on the University’s Student
  Loans webpage. While students can view a list of their expenses and charges
  organized by semester on the “Summary of Account” page in their online ASIST
  Account, they can also request an Itemized Receipt from the University. To
  request an Itemized Receipt, students can either contact the Student Accounts
  Office at ***** ********* ** ********* *******************************
  or via online chat at ************************As we are unable to provide a detailed response to the
  complainant through the BBB due to privacy regulations, if the complainant
  would like further information regarding the processing of financial aid on her
  Liberty University account, she is encouraged to contact Liberty University’s
  Financial Aid Office at ***** ******** or by emailing *************************

  

  Business Response

  Date: 02/10/2025

  Your notice of complaint, dated February 3, 2025, has been
  referred to me for response. In the complaint, the complainant stated that the
  previous response from the University did not resolve her complaint. She also
  stated that she requested an itemized list of changes on her account and was
  unsuccessful. As noted in the previous response to the complainant, the
  University is unable to provide details regarding the complainant’s account
  through the BBB due to federal privacy regulations. The complainant can view a
  list of their expenses and charges organized by semester on the “Summary of
  Account” page in their online ASIST Account. To request an Itemized Receipt,
  students can either contact the Student Accounts Office at ***** ********, by
  e-mailing *****************************u,
  or via online chat at ************************

  Customer Answer

  Date: 02/10/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****