Complaints

This profile includes complaints for American Public University System's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Public University System

  111 W Congress St Charles Town, WV 25414-1621

  
• 

  American Public University System

  10110 Battleview Pkwy Ste 200 Manassas, VA 20109-2375

  
• 

  American Public University System

  10110 Battleview Pkwy Ste 114 Manassas, VA 20109-2380

  

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:02/19/2025

  Type:Product 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.

  The university refuses to give me the refund money when I reduce the amount of money I wanted to borrow. The unjustly now put a stop hold on my student account. I was recently awarded transfer credit, **** 615, two weeks ago and had to re-arrange my student schedule to half time (3 credits) instead of 6 (full-time). This was not my doing but this directed under an advisor who advised me to change my schedule around. I reminded the advisor to contact the financial aid office about this so I want be put on a hold or anything, The advisor did not listen or did not care enough and as I thought a hold was placed on my financial aid funds. APUS unnecessarily placed a hold on my account, knowing full well that I only request a $1,450 reduction because that is the price of tuition and service fee for one course. I want all the rest of my student loan money. The are taking out 12 business days just to calculate reducing the amount $8939.00 by $1,450. This is outrageous. I want a full refund as soon as possible after $7,489 is awarded to me (after the $1,450 for just being only half-time) and the reminder of $6039 to be seen to my account as per usual.

  Customer Answer

  Date: 03/02/2025

  Hello BBB:

  You can not close the case. I have the funds now. 

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to reply to Mr. ******** complaint that was filed with the BBB on 2/15/2025. Any time a student requests adjustments to their funding after their funding has already been disbursed, the University will place a credit balance hold on the students account to prevent the extra funding from being refunded to the student. This hold remains until packaging adjustments are complete, which can take up to 10 business days to finalize, with another 2-business days for any returns to complete. This information, along with information related to Mr. ********* refund, were discussed with the complainant via email on February 17th. 

  In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third-party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time;however, we encourage Mr. ******* to share additional details regarding the outcome of this complaint and enrollment with the BBB should they so choose.

  
  Thank you again for the opportunity to attend to this matter.   

• Initial Complaint

  Date:01/13/2025

  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 enrolled on December 20, 2024, with classes starting on January 6, 2025. Unfortunately, I experienced several challenges that I believe resulted in my unfair removal from courses, despite fulfilling all necessary requirements on my end.Upon enrolling, I had to do a lot on my own. I was unaware that financial aid needed to be fully processed before classes began or that students must post in their courses by 11:59 PM Eastern Time on the first Sunday of class to avoid being dropped.I completed my FAFSA on January 4, 2025, and my information did not reflect in the system until January 8, 2025. On the same day, I submitted all required documentation to financial aid for approval. By Friday, January 10, 2025, at 3:12 PM, I received an email confirming that my financial aid package was approved. I immediately logged into my student portal and reviewed my financial aid award letter, which was confirmed for January 6, 2025. However, the portal still indicated that my eligibility had not been confirmed, and I was unable to access my classes.After multiple attemps, I was still not able to access my class. I was aware of the 11:59 PM Sunday deadline for posting, so I planned to post as soon as access was restored. However, on Saturday, January 11, 2025, at 4:11 AM, I received an email from APUS **************** stating that I had been dropped from my courses due to either financial aid not being confirmed or my aid not covering tuition ******** financial aid was confirmed, and it fully covered my tuition costs, with remaining funds left over. Given this, I strongly believe I was dropped from my courses due to an error on the universitys end, not mine. I have fulfilled all necessary steps and acted promptly throughout the process.I am requesting an immediate review of my case and reinstatement into my January 6 courses. This situation has caused unnecessary stress, and I trust the university will take the appropriate steps to correct this error.

  Business Response

  Date: 01/23/2025

  Thank you for the opportunity to respond to Tifany's complaint. We are very sorry for the frustrating experience ******* had while trying to gain access to their courses. Traditionally, financial aid awards must be confirmed by Thursday of the first week of class; if the award is not confirmed, reviewed, and registration flags lifted by Friday of the first week of class the student will be dropped. Students are made aware of this policy during the course registration process and are encouraged to contact a Financial Aid Advisor if they need assistance. A copy of the policy notification is included on the student's registration confirmation documents, which are accessible through the Academic Plan & Forms section of the student's eCampus. The University has been in contact with ******* and believe their concerns have been addressed. ******* is currently registered as a full-time student.  

  In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time; however, we encourage ******* to share additional details regarding the outcome of this complaint and enrollment with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter.

• Initial Complaint

  Date:10/07/2024

  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 had significant difficulties with the financial aid department holding on to money payed by VR&E longer than they should. My VA Voc rehab counselor pays my tuition and fees before it is invoiced in the Tungsten portal. As an accountant I have used Tungsten and often times the accounts are interest bearing. When you contact the financial aid office they are not tracking any payments. The school changes when they disperse money owed without notifying students and it looks very unprofessional to do things that way especially when the school takes student loan money from the student before the VA pays when it is listed as the primary payment method.

  Business Response

  Date: 11/04/2024

  Thank you for the opportunity to reply to this complaint. As requested in their desired settlement, a university representative will contact the complainant to ensure their complaint is resolved.
  
  Per the ***************** Rights and Privacy Act (FERPA), APUS can only share directory information with third-party entities unless the student provides written authorization and completes the necessary release forms. Additional information about FERPA at American Public University, including what categories of information is considered "directory information" and guidance related to Better Business Bureau (BBB)inquiries, is located here: ******************************************************************************************************************************************************************************************************(ferpa)/. While we do not have a signed release form at this time, we encourage the complainant to share outcomes with the BBB should they so choose. 

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to follow up on this complaint. The University contacted Ms. ****** on November 6, 2024, to discuss their complaint; however, the student did not reply to our outreach. 

• Initial Complaint

  Date:07/18/2024

  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.

  American public university fraudulently sent my money to a collection agency without any contact with me personally. They even have the wrong number on file for my account They sent debt to *************** solutions Without properly contacting me and letting me know I even acquired this debt. I used federal student loan Pell ***** and somehow this university is charging a struggling student all this money and I dont have any means to even pay such fees.these universities are making their own rules. It is not fair to be charged these amounts and our credit intentionally destroyed from it once they have already received 10s of thousands of student aid money

  Business Response

  Date: 08/02/2024

  Thank you for the opportunity to reply to this complaint. A university representative will be in touch with the complainant to further discuss their concerns.

  
  In accordance with the ***************** Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the necessary release forms. We do not have a signed release form at this time; however, we encourage the student to share outcomes with the BBB should they so choose.

  
  Thank you again for the opportunity to attend to this matter.

  Business Response

  Date: 08/20/2024

  Thank you for the opportunity to work with ******************. We've contacted the student and clarified the university's policies and procedures related to this complaint. In accordance with the ***************** Rights and Privacy Act (*****), we are unable to discuss non-directory information with third party entities unless the student provides written authorization and completes the necessary release forms. We do not have a signed release form from ****************** at this time but encourage them to discuss the outcome of our email exchange with the BBB if they'd like. The student may also request a copy of the ***** release form by emailing ********************************. 

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to follow up on this complaint. The University contacted Mr. ******* on August 2, 2024, to discuss their complaint and standing of their account. A full review was conducted on the student's account, and it was confirmed Mr. ******* was sent no fewer than nine notices between early-January 2024 and mid-March 2024, regarding the status of their account. Policies published in the APUS Student Handbook that are relevant to this student's complaint include:

  - the Payment Policy (********************************************************************************************************************************************). The policy stipulates, "Notifications regarding account balances are sent to the students email address. Students are responsible for maintaining their correct e-mail address with APUS."

  -the Outstanding Accounts and Collections Policy (********************************************************************************************************************************************). Th policy stipulates, "In the event a student becomes delinquent, the account may be referred to a collection agency and additional costs may become an additional obligation of the student. When an account is referred to an outside collection agency, the past due account may be reported to all ************************ Once the account is referred to a collection agency, students will be contacted by a representative of that agency. Payments are then made directly to that agency and not the University." 

  Thank you again for the opportunity to follow up on this complaint. 

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During my time in taking courses as a part time graduate student, I have never had a problem with getting the school to complete my in school deferment request form with putting my academic semester on the form, which an academic semester is the 4 month timeframe of the academic semester year that is the format required for being in a semester format. My current academic semester is 12/4/23 to 3/31/24 and I am currently completing a course that started on 1/1/24 and will end on 2/25/24 which is a course that runs during the middle of the academic semester. I have requested help from the school, as per usual, in completing my in school deferment but each time I have only been provided an enrollment letter showing that I am in a course that runs from 1/1/24 to 2/25/24 instead of showing the academic semester, which was alwasy provided in the past. I have kept all of my other forms and emails to show that this was always provided to me before. I have sent several emails about this issue but the last person to respond at the school which was today on 1/24/24 had only just responded with the same letter that was sent on 1/17/24 and it was even dated the same date, meaning that staff person did not even address my email and my confusion as to what is going on. I am still very highly confused as to why the school is doing this now all of a sudden instead of helping me with my in school deferment request. I have sent emails again today requesting help but now they have all gone ignored, which is also not like the school either. I am at a loss now as to what to do other than make a complaint here to see if this will help get some resolution from the school. I am very saddened that this is happening as this is not like the school to do this as well.

  Customer Answer

  Date: 02/13/2024

  Hello, the business has already responded to me and has already appropriately resolved the issue and situation and provided me with my enrollment semester verification. 

  Business Response

  Date: 02/14/2024

  Thank you for the opportunity to reply to this complaint. A university representative will be in touch with the complainant to further discuss their concerns.

  In accordance with the ***************** Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the necessary release forms. We do not have a signed release form at this time, however, we encourage the student to share outcomes with the BBB should they so choose.
  

  Thank you again for the opportunity to attend to this matter.

• Initial Complaint

  Date:09/12/2023

  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.

  US ********** of ********* set my financial aid package disbursement for September 4, 2023. It is now September 12, 2023 and my FSA still has not processed. APUS has had many issues with either not processing or taking unreasonable amounts of time for simple processes that most other universities get done in 48 hours.

  Business Response

  Date: 10/04/2023

  Thank you for the opportunity to respond to ******'s complaint. A university representative will be in touch with ****** to further discuss the concerns outlined in this complaint.

  In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time; however, we encourage ****** to share the outcome of this complaint with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter.

  Business Response

  Date: 10/19/2023

  Thank you for the opportunity to provide additional information regarding our initial response. Per the U.S. ********** of ********** The Family *********al Rights and Privacy Act (FERPA) (20 U.S.C. 1232g; 34 CFR Part 99) is a Federal law that protects the privacy of student education records. The law applies to all schools that receive funds under an applicable program of the U.S. ********** of ********* (*********************************************************).In adhering with FERPA, American Public University System (AMU/APU) maintains the following policy regarding the release of protected information to the Better Business Bureau (BBB):

  Information requested from the Better Business Bureau (BBB) will only be released to the BBB if the student has completed a FERPA Release Form. If a FERPA Release Form has not been completed, the University will respond to the BBB with a letter explaining that the student has not authorized release of information and that a letter will be sent directly to the student with detailed information addressing the issue. The student may then choose to forward a copy of the University's direct response to the BBB.

  This policy is made available to all students in the APUS Student Handbook (******************************************************************************************************************************************************************************************************(ferpa)).The student in this case is welcome to contact the university to request the forms necessary to allow the release of non-directory information to the BBB. As the student does not have a completed FERPA release form on file, the University will contact the student directly to address the concerns outlined in their complaint. 

  Business Response

  Date: 04/11/2024

  Thank you for the message regarding this complaint. APUS has worked directly with the student regarding her experience and  her questions related to federal student loans. We are not permitted to share specific student related details regarding funding, etc. based on the ***** guidelines mentioned in a prior response. 

  Please reach out if there are additional questions or requests.

  Sincerely, 

  *******************************

  VP, Student & Alumni Services

  American Public University System

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to provide an update regarding this complaint. The University worked very closely with this individual to help them understand the timing of their funding disbursements and subsequent refunds.Generally, the University must report a students enrollment before federal student aid funds are disbursed. Distribution usually occurs approximately three weeks after the first class of the students semester starts. After the University applies the disbursed federal student aid funds to the students account,any resulting credit balance will be returned no later than 14 calendar days after the credit was created. This information is also available to the student in the ************** located in the students eCampus.  
  

• Initial Complaint

  Date:08/15/2023

  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.

  July 31, 2023 ****** withdrew from a course at APUS and was awarded a penalty free withdrawal because the instructor refused to correct a quiz of ******'s. APUS owes ****** $1296.00 for a course refund before the new semester begins. This school is having major ethical issues and mishandles student money.

  Business Response

  Date: 08/23/2023

  Thank you for the opportunity to respond to ******'s complaint. A university representative will be in touch with ****** to further discuss the concerns outlined in this complaint.

  In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time; however, we encourage ****** to share the outcome of this complaint with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter.

  Business Response

  Date: 09/05/2023

  Hello, 

  Thank you for following up on our response to this student's complaint. With certain exceptions, the Family Educational Rights and Privacy Act (FERPA) requires Universities to receive written consent from the student prior to disclosing personally identifiable information from a student's education records. APUS requires students to request and complete a FERPA release form authorizing the release of information. Since this student has not completed a FERPA release form, we will communicate directly with the student to resolve their concerns. The student may, at their discretion, forward a copy of our correspondence to the Better Business Bureau. Additional information regarding FERPA and related university policy is located in the APUS Student Handbook -   ******************************************************************************************************************************************************************************************************(ferpa).

  Thank you again. 

  Business Response

  Date: 09/21/2023

  Thank you for following up on our response to this student's complaint. With certain exceptions, the Family Educational Rights and Privacy Act (FERPA) requires Universities to receive written consent from the student prior to disclosing personally identifiable information from a student's education records. APUS requires students to request and complete a FERPA release form authorizing the release of information. Since this student has not completed a FERPA release form, we will communicate directly with the student to resolve their concerns. The student may, at their discretion, forward a copy of our correspondence to the Better Business Bureau. Additional information regarding FERPA and related university policy is located in the APUS Student Handbook -   ******************************************************************************************************************************************************************************************************(ferpa).
  
  Thank you again. 

• Initial Complaint

  Date:06/28/2023

  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.

  On 6/21/2023 *********************** dropped a course at APUS that was paid for by credit card, in the amount of $1296.25. It has been 7 days and no refund to my credit card. There is no written policy stated regarding credit card refunds and the standard is 7-10 days. Need help getting a refund because this schools' admin is terrible and it is difficult getting them to correct any issues in their department.

  Business Response

  Date: 07/05/2023

  Thank you for the opportunity to respond to *************; complaint. A university representative will be in touch with ****** to further discuss the concerns outlined in this complaint.

  In accordance with the Family Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time; however, we encourage ****** to share the outcome of this complaint with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter. 

  Customer Answer

  Date: 07/07/2023

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

• Initial Complaint

  Date:06/28/2023

  Type:Sales and Advertising 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 graduated from AMU in December 2018. Somehow, due to an error on their end, I had a balance of 2300.00 due in 2019. I called in 2022 to enroll in classes and do a payment plan. I was advised that this balance was not due and I was cleared to attend classes. I have checked my Account every month over the past year while attending classes and I have a zero balance. I submitted my graduation application in May, paid the fee, and continuously called to make sure everything was okay. I find out today that I am not financially cleared due to that old balance. This is completely unfair.

  Business Response

  Date: 07/05/2023

  Thank you for the opportunity to respond to ********************************* complaint. A university representative will be in touch with ******** to further discuss the concerns outlined in this complaint.

  In accordance with the Family Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time; however, we encourage Domenica to share the outcome of this complaint with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter. 

• Initial Complaint

  Date:05/21/2023

  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 registered for my courses on April 12, 2023. An accurate financial aid package is crucial for me to be able to attend/afford college. All financial aid must be processed by the 1st of every month due to the school's monthly rolling admissions. It is now May 20th, 2023, and usually my financial aid is processed and my tuition paid by this time of the month. Rather, my financial aid award letter is incorrect and does not match the U.S. Dept of Education  award letter, my tuition has not been paid for because of their incorrect processing, and the school keeps making excuses for their mistakes and lack of cooperation.

  Business Response

  Date: 05/24/2023

  Thank you for the opportunity to reply to this complaint. A university representative will be in touch with the complainant to further discuss their concerns.

  In accordance with the Federal Education Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the necessary release forms. We do not have a signed release form at this time, however, we encourage the student to share outcomes with the BBB should they so choose. 

  Thank you again for the opportunity to attend to this matter.