Initial Business Response / [redacted] (1000, 5, 2014/10/09) */ October 9, 2014 Re: [redacted] RevDex.com Case# XXXXXXXX Please consider this DeVry Education Group's ("DVG") response to your letter on September 30, 2014 regarding the concerns of Becker Professional... Education ("Becker") student, [redacted] . DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr. ***' concerns. DVG understands Mr. ***' concerns to be: 1. Computer connectivity issues with Becker software has caused his class work to be erased or removed and resulted in Mr. [redacted] having to reschedule his CPA exam. DVG understands Mr. ***' requested resolution to be: 1. A refund of the purchase price of the product of $2303.95. 2. Replacement of the defective software that he can access for 18 months. 3. Compensation in the amount of $16,000 due to lost income because of the connectivity issues, the unresolved technical problems, and the defective product. Set forth below is an explanation of the findings based on our understanding of Mr. ***' allegations and requested resolution. I. Becker Software and Connectivity Issues According to Becker's records, Mr. [redacted] purchased his Becker course on November 8, 2012. Most recently, Mr. [redacted] has requested multiple schedule changes; however there is no record of Mr. [redacted] indicating that the request of his schedule changes were due to technical issues that he was experiencing with his Becker software. A review of Mr. ***' Becker software found that it had expired on [redacted] 25, 2014, which was the end of the 18 month license agreement. Because the software had expired, Mr. [redacted] was unable to access his Becker materials. As a show of good faith, Becker has offered Mr. [redacted] a new 18 month license for his Becker courses. The new license will expire 18 months from his first login or 24 months (October 2016) from the date of purchase. On October 8, 2014, [redacted] ***, Student Services Representative, placed the software order and advised Mr. [redacted] on the status of his book order which will be delivered within 3-5 business days. Additionally, Mr. [redacted] was provided directions on how to navigate the online portal and how to download his Becker materials. II. Summary Based on the above, Mr. [redacted] was unable to access his Becker materials due to the expired software as per the license agreement. He has been provided with a new (no charge) 18 month license for his Becker materials and encouraged to contact Becker if he has technical issues going forward. We trust this letter satisfactorily addresses Mr. ***' concerns. Best Regards, [redacted] Senior Associate, Office of Ombudsman Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would at least like a refund of the cost of the product due to the inconvenience arising from the issue and the missed work/income potential. Thank you. Final Consumer Response / [redacted] (4200, 11, 2014/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am also seeking the requested $16,000 in lost funds due to the issues I had with the Becker product and experience. Thank you. Final Business Response / [redacted] (4000, 13, 2014/10/29) */ October 29, 2014 Re: [redacted] RevDex.com Case# XXXXXXXX Please consider this DeVry Education Group's ("DVG") response to your letter on October 22, 2014 regarding the concerns of Becker Professional Education ("Becker") student, [redacted] . DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr. ***' concerns. DVG understands Mr. ***' rebuttal to be: 1. He would like the amount of $16,000 be provided to him due the issue he had with Becker and his experience. DVG understands Mr. ***' requested resolution to be: 1. To be provided $16,000 in addition to the new software and refund that he has already received. Set forth below is an explanation of the findings based on our understanding of Mr. ***' allegations and requested resolution. I. Becker Software and Connectivity Issues As stated in the prior two responses dated October 9, 2014 and October 15, 2014, Mr. ***' connectivity issues were due to the expiration of his Becker software, which expired on [redacted] 25, 2014. Students are made aware that their materials have an 18 month license and will expire after that time. Becker was unaware of Mr. ***' technical issues until he filed a complaint with the RevDex.com. Becker has provided Mr. [redacted] with new software at no charge, along with a refund in the amount of $3203.95 for the cost of product he originally purchased. At this time, Becker will not be providing any additional funds to Mr. ***. We trust this letter satisfactorily addresses Mr. ***' concerns. Best Regards, [redacted] Senior Associate, Office of Ombudsman
Final Consumer Response /* (450, 6, 2014/03/22) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
Initial Business Response /* (1000, 5, 2014/04/29) */
April 28,
Re: ***
Revdex.com Case ***
This letter is in response to Mr*** complaint to the Revdex.com on April 22, DeVry Education Group ("DeVry Group") takes student
complaints very seriouslyThus, upon receipt of your complaint, it was requested that the DeVry Group's Office of Ombudsman investigate your concernsThe Office of Ombudsman is the highest level of escalation for student complaints in the DeVry Group Organization
DeVry Group understands Mr*** concerns to be as follows:
When he purchased her Becker Professional Review ("Becker") CPA Exam review materials, it was not clearly articulated that it was an month lease that if not completed within months of the purchase, would expire
DeVry Group understands the following to be Mr*** requested resolution for the above concerns:
Extended access to the CPA Exam review materials she has already paid for so he can utilize the month lease period he believed he would have
Set forth below is an explanation of our findings based on our understanding of Mr*** allegations and requested resolution
ILicensing Agreement and Disclosure
Becker requires customers to read and accept the Becker License Agreement prior to the purchase of any Becker materials as well as at the time they install the course materials (Exhibit A)The termination section outlines the terms of the contract, and length of accessibility of materialsStudent access to materials is terminated either months after the first login with the User ID and password, or months after the date of purchase, whichever comes first
Becker has spoken with Mr*** and they have agreed upon an extension to his current paid license
IISummary
DeVry Education Group's Becker division has worked with Mr*** and worked out a mutually agreeable extension to his current licenseIf Mr*** does not complete his review during the extension, he will be required to purchase additional lease time for the courses
Sincerely,
***
Senior Associate, Office of Ombudsman
Initial Consumer Rebuttal /* (2000, 7, 2014/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/07/09) */
July 9,
Re: ***
Revdex.com Case***
This letter is in response to Ms*** complaint to the Revdex.com on July 1, DeVry Education Group ("DVG") takes student complaints very
seriouslyThus, upon receipt of your complaint, it was requested that the DVG's Office of Ombudsman investigate your concernsThe Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization
DVG understands Ms*** concerns to be as follows:
Becker Professional Education ("Becker") is attempting to collect on a balance she understood to be part of an arranged payment agreement
DVG understands the following to be Ms*** requested resolution for the above concerns:
Forgive the $remaining on her account as she paid all agreed upon payments
Set forth below is an explanation of our findings based on our understanding of Ms*** allegations and requested resolution
IPayment Arrangement
On March 22, 2011, Ms*** outstanding balance with Becker was placed with third party collections agency Financial Asset Management ("FAMS") for failure to make payment on her student accountBecker discontinued contractual relations with FAMS June 4, and all accounts placed with this agency, including Ms***, were returned to Becker for handlingOn June 10, all returned accounts were sent a final notice for payment, including Ms.*** FAMS did not include a copy of the June 2, payment arrangement letter sent by Ms.***when they returned her accountUpon receipt of the letter from Ms.*** Becker made attempts to validate the payment arrangement with no response from FAMS
Becker extends a sincere apology for the failed communication of FAMS which led to the billing of the remaining balance on the account to Ms.*** Becker agrees with the written the payment arrangement supplied by Ms.***and has dismissed her remaining $balanceAdditionally, no adverse credit reporting was made for the $balance
IISummary
Upon receipt of Ms*** payment arrangement letter and lack of response from FAMS, Becker has agreed to and completed write-off transactions on her account in accordance with the payment arrangement sent to FAMSIf Ms.***has any questions she may contact *** Ferguson from Becker at XXX-XXX-XXXX
Sincerely,
*** ***
Senior Associate, Office of Ombudsman
Initial Business Response /* (1000, 7, 2014/04/17) */
April 17,
Re: ***
Revdex.com Case ***
This letter is in response to Ms.*** complaint to the Revdex.com on April 4, DeVry Education Group ("DeVry Group") takes student complaints very
seriouslyThus, upon receipt of your complaint, it was requested that the DeVry Group's Office of Ombudsman investigate your concernsThe Office of Ombudsman is the highest level of escalation for student complaints in the DeVry Group Organization
DeVry Group understands Ms.*** concerns to be as follows:
When she purchased her Becker Professional Review ("Becker") CPA Exam review materials, it was not clearly articulated that it was an month lease of the material rather than a purchase; after which she would need to purchase additional access
DeVry Group understands the following to be Ms.*** requested resolution for the above concerns:
Extended access to the CPA Exam review materials she has already paid for as she has exceeded her month lease period but was unable to utilize two of the four modules
Set forth below is an explanation of our findings based on our understanding of Ms.*** allegations and requested resolution
ILicensing Agreement and Disclosure
Becker requires customers to read and accept the Becker License Agreement prior to the purchase of any Becker materials as well as at the time they install the course materials (Exhibit A)The agreement is also located on each course homepageThe termination section outlines the terms of the contract, and length of accessibilityStudent access is terminated either months after the first login with the User ID and password, or months after the date of purchase, whichever comes firstMs.*** access appropriately expired upon exceeding the month login regulation
However, due to her extenuating circumstances, Becker has worked to provide a solution to Ms*** request which is outlined below in the summary section
IISummary
DeVry Education Group's Becker division has worked with Ms*** due to her extenuating circumstances and in good faith offered her an extention of her access for an additional monthsThis is valid for all four sections of the review materialsIf Ms*** does not complete her review during the extension, she will be required to purchase additional lease time for the courses
Sincerely,
***
Senior Associate, Office of Ombudsman
3-16-16: I logged into [redacted]u.net to check my transcript, and realized that I received a "U" for my CPA course, when it should have been an "S". All coursework was completed as required. I contacted [redacted] to notify them of this error, and a case was opened. They informed me that this would be resolved in 24-48 hours.
3-17-17: Believing that this should have been a simple fix since all of my coursework (100% lectures and 90% homework per the syllabus) was completed, I was bothered since I had not heard back. I went back to the syllabus to find a direct contact for an instructor of this course along with contact information, since other CPA courses had this information. The contact I found was Ms. K[redacted] and the email was [redacted]
3-18-18: I contacted the "[redacted]" email address asking who was responsible for delivering the final grades. (I can re-send this to you again after I send this one). Ms. K[redacted] responded stating that she was responsible for posting grades and that I did not pass due to homework lectures one and six not being completed.
She also said that instructor [redacted] sent out an email reminding students to check their gradebook prior to the deadline for any discrepancies and submit an Performance Summary Report (PSR) if need be. Ms. K[redacted] also went on to say that there was no record of receiving PSR from me.
Question 1: If I am only required to complete the coursework (which was completed), why am I being penalized for a glitch in your system?
Question 2: Shouldn't the instructor have access to my actual grades?
At this point, I asked Ms. K[redacted] to give me a call, as this would be quicker to discuss over the phone. She called, and I told her that I did not receive this email from John [redacted]. I later found in my deleted emails that I did.
However, I had this issue with this same issue and had to send a PSR to from Meonske in December. In that case, he sent me an individualized email telling me that my coursework was incomplete, and that I needed to send in a PSR, in which I did. The email from [redacted] was a generalized email sent out to all students.
Question 3: How am I supposed to know what their gradebooks reflected if mine was showing as complete?
At this point, I asked Ms. K[redacted] what was needed from me in order to resolve this. Couldn't a PSR be sent to her at this point? She said no, because the date that the homework was completed would not show. In auditing expense reports at my job, I completely understand this.
However, Ms. K[redacted] told me that there was "no report that could be printed out that would show the dates and times that the homework was completed", and that she needed to "contact [redacted] to see if sent any emails" to me, since he copies himself on the emails. To me, this is irrelevant, since the issue at hand is proving if my homework was complete.
In doing some digging of my own inside the Becker website, I discovered that the each homework session attempt was dated and even showed the times. I sent Ms. K[redacted] a series of 16 screenshots that showed the times, dates, my name, and each section topic of the homework.
The screenshots proved that all of the homework was completed prior to February 26th, while the deadline was February 28th. After sending three emails, still, no response was received from Ms. K[redacted] acknowledging receipt of my emails, or apologizing for the misinformation that was given.
Ms. K[redacted] called me some time after, and I was even more puzzled than before. She seemed to be on the defense, when all I wanted (and still do want) is for my grade to be changed. She stated that the reason she and [redacted] reported a "U" instead of an "S" is because homework on lectures one and six were not "100%, while the homework on lectures two-five were 100%."
This baffled me for two reasons: only 90% was required to pass while I had 90% and above, AND I had less than 100% on two-five. Regardless, this was not my problem, as I fulfilled the requirements. Why couldn't we just move forward with resolving the issue?
As a paying customer, I was perturbed that I had to refocus Ms. K[redacted]'s attention to the issue at hand. She continued to go on a tangent and decided to share with me that she was "off work for today", and was "doing me a favor by going above and beyond responding to my emails and calls". Furthermore, she informed me that felt as she did not "have to change my grade” and that it is no one's responsibility to send me an email informing me that my gradebook does not reflect my actual coursework.
Even after all of the screenshots, Ms. K[redacted] still needed to check her "notes to see if she has ever forgiven any grades” or made any changes for me before she determines whether or not to change my grade. I notified her that she has not, and she said she "would not be calling back today, but that it would be no later than Monday."
There are so many things wrong with her comments. The grade should have never been reported as "U". I did not need to know that she was off, as that is unprofessional. I held Becker to higher standards and was quite dissatisfied with the treatment I received Friday evening.
I am also baffled as to the issue with the glitch in the system. The instructor should be able to see my correct grades in the system, and I should not have to send a PSR. I work full-time and to take time out of my busy schedule to deal with this is highly an inconvenience. I expect this matter to be resolved in a timely and more efficient matter, and I would like for Ms. K[redacted]’s superiors to reach out to me once this email is received.
Initial Business Response /* (1000, 5, 2014/10/09) */
October 9, 2014
Re: [redacted]
Revdex.com Case# XXXXXXXX
Please consider this DeVry Education Group's ("DVG") response to your letter on September 30, 2014 regarding the concerns of Becker Professional...
Education ("Becker") student, [redacted]. DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr. [redacted]' concerns.
DVG understands Mr. [redacted]' concerns to be:
1. Computer connectivity issues with Becker software has caused his class work to be erased or removed and resulted in Mr. [redacted] having to reschedule his CPA exam.
DVG understands Mr. [redacted]' requested resolution to be:
1. A refund of the purchase price of the product of $2303.95.
2. Replacement of the defective software that he can access for 18 months.
3. Compensation in the amount of $16,000 due to lost income because of the connectivity issues, the unresolved technical problems, and the defective product.
Set forth below is an explanation of the findings based on our understanding of Mr. [redacted]' allegations and requested resolution.
I. Becker Software and Connectivity Issues
According to Becker's records, Mr. [redacted] purchased his Becker course on November 8, 2012. Most recently, Mr. [redacted] has requested multiple schedule changes; however there is no record of Mr. [redacted] indicating that the request of his schedule changes were due to technical issues that he was experiencing with his Becker software.
A review of Mr. [redacted]' Becker software found that it had expired on [redacted] 25, 2014, which was the end of the 18 month license agreement. Because the software had expired, Mr. [redacted] was unable to access his Becker materials.
As a show of good faith, Becker has offered Mr. [redacted] a new 18 month license for his Becker courses. The new license will expire 18 months from his first login or 24 months (October 2016) from the date of purchase.
On October 8, 2014, [redacted], Student Services Representative, placed the software order and advised Mr. [redacted] on the status of his book order which will be delivered within 3-5 business days. Additionally, Mr. [redacted] was provided directions on how to navigate the online portal and how to download his Becker materials.
II. Summary
Based on the above, Mr.[redacted] was unable to access his Becker materials due to the expired software as per the license agreement. He has been provided with a new (no charge) 18 month license for his Becker materials and encouraged to contact Becker if he has technical issues going forward.
We trust this letter satisfactorily addresses Mr. [redacted]' concerns.
Best Regards,
[redacted]
Senior Associate, Office of Ombudsman
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would at least like a refund of the cost of the product due to the inconvenience arising from the issue and the missed work/income potential. Thank you.
Final Consumer Response /* (4200, 11, 2014/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am also seeking the requested $16,000 in lost funds due to the issues I had with the Becker product and experience. Thank you.
Final Business Response /* (4000, 13, 2014/10/29) */
October 29, 2014
Re: [redacted]
Revdex.com Case# XXXXXXXX
Please consider this DeVry Education Group's ("DVG") response to your letter on October 22, 2014 regarding the concerns of Becker Professional Education ("Becker") student, [redacted]. DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr. [redacted]' concerns.
DVG understands Mr. [redacted]' rebuttal to be:
1. He would like the amount of $16,000 be provided to him due the issue he had with Becker and his experience.
DVG understands Mr. [redacted]' requested resolution to be:
1. To be provided $16,000 in addition to the new software and refund that he has already received.
Set forth below is an explanation of the findings based on our understanding of Mr. [redacted]' allegations and requested resolution.
I. Becker Software and Connectivity Issues
As stated in the prior two responses dated October 9, 2014 and October 15, 2014,
Mr. [redacted]' connectivity issues were due to the expiration of his Becker software, which expired on [redacted] 25, 2014. Students are made aware that their materials have an 18 month license and will expire after that time. Becker was unaware of Mr. [redacted]' technical issues until he filed a complaint with the Revdex.com.
Becker has provided Mr. [redacted] with new software at no charge, along with a refund in the amount of $3203.95 for the cost of product he originally purchased. At this time, Becker will not be providing any additional funds to Mr. [redacted].
We trust this letter satisfactorily addresses Mr. [redacted]' concerns.
Best Regards,
[redacted]
Senior Associate, Office of Ombudsman
Initial Business Response / [redacted] (1000, 5, 2014/10/09) */ October 9, 2014 Re: [redacted] RevDex.com Case# XXXXXXXX Please consider this DeVry Education Group's ("DVG") response to your letter on September 30, 2014 regarding the concerns of Becker Professional... Education ("Becker") student, [redacted] . DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr. ***' concerns. DVG understands Mr. ***' concerns to be: 1. Computer connectivity issues with Becker software has caused his class work to be erased or removed and resulted in Mr. [redacted] having to reschedule his CPA exam. DVG understands Mr. ***' requested resolution to be: 1. A refund of the purchase price of the product of $2303.95. 2. Replacement of the defective software that he can access for 18 months. 3. Compensation in the amount of $16,000 due to lost income because of the connectivity issues, the unresolved technical problems, and the defective product. Set forth below is an explanation of the findings based on our understanding of Mr. ***' allegations and requested resolution. I. Becker Software and Connectivity Issues According to Becker's records, Mr. [redacted] purchased his Becker course on November 8, 2012. Most recently, Mr. [redacted] has requested multiple schedule changes; however there is no record of Mr. [redacted] indicating that the request of his schedule changes were due to technical issues that he was experiencing with his Becker software. A review of Mr. ***' Becker software found that it had expired on [redacted] 25, 2014, which was the end of the 18 month license agreement. Because the software had expired, Mr. [redacted] was unable to access his Becker materials. As a show of good faith, Becker has offered Mr. [redacted] a new 18 month license for his Becker courses. The new license will expire 18 months from his first login or 24 months (October 2016) from the date of purchase. On October 8, 2014, [redacted] ***, Student Services Representative, placed the software order and advised Mr. [redacted] on the status of his book order which will be delivered within 3-5 business days. Additionally, Mr. [redacted] was provided directions on how to navigate the online portal and how to download his Becker materials. II. Summary Based on the above, Mr. [redacted] was unable to access his Becker materials due to the expired software as per the license agreement. He has been provided with a new (no charge) 18 month license for his Becker materials and encouraged to contact Becker if he has technical issues going forward. We trust this letter satisfactorily addresses Mr. ***' concerns. Best Regards, [redacted] Senior Associate, Office of Ombudsman Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would at least like a refund of the cost of the product due to the inconvenience arising from the issue and the missed work/income potential. Thank you. Final Consumer Response / [redacted] (4200, 11, 2014/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am also seeking the requested $16,000 in lost funds due to the issues I had with the Becker product and experience. Thank you. Final Business Response / [redacted] (4000, 13, 2014/10/29) */ October 29, 2014 Re: [redacted] RevDex.com Case# XXXXXXXX Please consider this DeVry Education Group's ("DVG") response to your letter on October 22, 2014 regarding the concerns of Becker Professional Education ("Becker") student, [redacted] . DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr. ***' concerns. DVG understands Mr. ***' rebuttal to be: 1. He would like the amount of $16,000 be provided to him due the issue he had with Becker and his experience. DVG understands Mr. ***' requested resolution to be: 1. To be provided $16,000 in addition to the new software and refund that he has already received. Set forth below is an explanation of the findings based on our understanding of Mr. ***' allegations and requested resolution. I. Becker Software and Connectivity Issues As stated in the prior two responses dated October 9, 2014 and October 15, 2014, Mr. ***' connectivity issues were due to the expiration of his Becker software, which expired on [redacted] 25, 2014. Students are made aware that their materials have an 18 month license and will expire after that time. Becker was unaware of Mr. ***' technical issues until he filed a complaint with the RevDex.com. Becker has provided Mr. [redacted] with new software at no charge, along with a refund in the amount of $3203.95 for the cost of product he originally purchased. At this time, Becker will not be providing any additional funds to Mr. ***. We trust this letter satisfactorily addresses Mr. ***' concerns. Best Regards, [redacted] Senior Associate, Office of Ombudsman
Final Consumer Response /* (450, 6, 2014/03/22) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
Initial Business Response /* (1000, 5, 2014/04/29) */
April 28,
Re: ***
Revdex.com Case ***
This letter is in response to Mr*** complaint to the Revdex.com on April 22, DeVry Education Group ("DeVry Group") takes student
complaints very seriouslyThus, upon receipt of your complaint, it was requested that the DeVry Group's Office of Ombudsman investigate your concernsThe Office of Ombudsman is the highest level of escalation for student complaints in the DeVry Group Organization
DeVry Group understands Mr*** concerns to be as follows:
When he purchased her Becker Professional Review ("Becker") CPA Exam review materials, it was not clearly articulated that it was an month lease that if not completed within months of the purchase, would expire
DeVry Group understands the following to be Mr*** requested resolution for the above concerns:
Extended access to the CPA Exam review materials she has already paid for so he can utilize the month lease period he believed he would have
Set forth below is an explanation of our findings based on our understanding of Mr*** allegations and requested resolution
ILicensing Agreement and Disclosure
Becker requires customers to read and accept the Becker License Agreement prior to the purchase of any Becker materials as well as at the time they install the course materials (Exhibit A)The termination section outlines the terms of the contract, and length of accessibility of materialsStudent access to materials is terminated either months after the first login with the User ID and password, or months after the date of purchase, whichever comes first
Becker has spoken with Mr*** and they have agreed upon an extension to his current paid license
IISummary
DeVry Education Group's Becker division has worked with Mr*** and worked out a mutually agreeable extension to his current licenseIf Mr*** does not complete his review during the extension, he will be required to purchase additional lease time for the courses
Sincerely,
***
Senior Associate, Office of Ombudsman
Initial Consumer Rebuttal /* (2000, 7, 2014/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/07/09) */
July 9,
Re: ***
Revdex.com Case***
This letter is in response to Ms*** complaint to the Revdex.com on July 1, DeVry Education Group ("DVG") takes student complaints very
seriouslyThus, upon receipt of your complaint, it was requested that the DVG's Office of Ombudsman investigate your concernsThe Office of Ombudsman is the highest level of escalation for student complaints in the DVG Organization
DVG understands Ms*** concerns to be as follows:
Becker Professional Education ("Becker") is attempting to collect on a balance she understood to be part of an arranged payment agreement
DVG understands the following to be Ms*** requested resolution for the above concerns:
Forgive the $remaining on her account as she paid all agreed upon payments
Set forth below is an explanation of our findings based on our understanding of Ms*** allegations and requested resolution
IPayment Arrangement
On March 22, 2011, Ms*** outstanding balance with Becker was placed with third party collections agency Financial Asset Management ("FAMS") for failure to make payment on her student accountBecker discontinued contractual relations with FAMS June 4, and all accounts placed with this agency, including Ms***, were returned to Becker for handlingOn June 10, all returned accounts were sent a final notice for payment, including Ms.*** FAMS did not include a copy of the June 2, payment arrangement letter sent by Ms.***when they returned her accountUpon receipt of the letter from Ms.*** Becker made attempts to validate the payment arrangement with no response from FAMS
Becker extends a sincere apology for the failed communication of FAMS which led to the billing of the remaining balance on the account to Ms.*** Becker agrees with the written the payment arrangement supplied by Ms.***and has dismissed her remaining $balanceAdditionally, no adverse credit reporting was made for the $balance
IISummary
Upon receipt of Ms*** payment arrangement letter and lack of response from FAMS, Becker has agreed to and completed write-off transactions on her account in accordance with the payment arrangement sent to FAMSIf Ms.***has any questions she may contact *** Ferguson from Becker at XXX-XXX-XXXX
Sincerely,
*** ***
Senior Associate, Office of Ombudsman
Initial Business Response /* (1000, 7, 2014/04/17) */
April 17,
Re: ***
Revdex.com Case ***
This letter is in response to Ms.*** complaint to the Revdex.com on April 4, DeVry Education Group ("DeVry Group") takes student complaints very
seriouslyThus, upon receipt of your complaint, it was requested that the DeVry Group's Office of Ombudsman investigate your concernsThe Office of Ombudsman is the highest level of escalation for student complaints in the DeVry Group Organization
DeVry Group understands Ms.*** concerns to be as follows:
When she purchased her Becker Professional Review ("Becker") CPA Exam review materials, it was not clearly articulated that it was an month lease of the material rather than a purchase; after which she would need to purchase additional access
DeVry Group understands the following to be Ms.*** requested resolution for the above concerns:
Extended access to the CPA Exam review materials she has already paid for as she has exceeded her month lease period but was unable to utilize two of the four modules
Set forth below is an explanation of our findings based on our understanding of Ms.*** allegations and requested resolution
ILicensing Agreement and Disclosure
Becker requires customers to read and accept the Becker License Agreement prior to the purchase of any Becker materials as well as at the time they install the course materials (Exhibit A)The agreement is also located on each course homepageThe termination section outlines the terms of the contract, and length of accessibilityStudent access is terminated either months after the first login with the User ID and password, or months after the date of purchase, whichever comes firstMs.*** access appropriately expired upon exceeding the month login regulation
However, due to her extenuating circumstances, Becker has worked to provide a solution to Ms*** request which is outlined below in the summary section
IISummary
DeVry Education Group's Becker division has worked with Ms*** due to her extenuating circumstances and in good faith offered her an extention of her access for an additional monthsThis is valid for all four sections of the review materialsIf Ms*** does not complete her review during the extension, she will be required to purchase additional lease time for the courses
Sincerely,
***
Senior Associate, Office of Ombudsman
3-16-16: I logged into [redacted]u.net to check my transcript, and realized that I received a "U" for my CPA course, when it should have been an "S". All coursework was completed as required. I contacted [redacted] to notify them of this error, and a case was opened. They informed me that this would be resolved in 24-48 hours.
3-17-17: Believing that this should have been a simple fix since all of my coursework (100% lectures and 90% homework per the syllabus) was completed, I was bothered since I had not heard back. I went back to the syllabus to find a direct contact for an instructor of this course along with contact information, since other CPA courses had this information. The contact I found was Ms. K[redacted] and the email was [redacted]
3-18-18: I contacted the "[redacted]" email address asking who was responsible for delivering the final grades. (I can re-send this to you again after I send this one). Ms. K[redacted] responded stating that she was responsible for posting grades and that I did not pass due to homework lectures one and six not being completed.
She also said that instructor [redacted] sent out an email reminding students to check their gradebook prior to the deadline for any discrepancies and submit an Performance Summary Report (PSR) if need be. Ms. K[redacted] also went on to say that there was no record of receiving PSR from me.
Question 1: If I am only required to complete the coursework (which was completed), why am I being penalized for a glitch in your system?
Question 2: Shouldn't the instructor have access to my actual grades?
At this point, I asked Ms. K[redacted] to give me a call, as this would be quicker to discuss over the phone. She called, and I told her that I did not receive this email from John [redacted]. I later found in my deleted emails that I did.
However, I had this issue with this same issue and had to send a PSR to from Meonske in December. In that case, he sent me an individualized email telling me that my coursework was incomplete, and that I needed to send in a PSR, in which I did. The email from [redacted] was a generalized email sent out to all students.
Question 3: How am I supposed to know what their gradebooks reflected if mine was showing as complete?
At this point, I asked Ms. K[redacted] what was needed from me in order to resolve this. Couldn't a PSR be sent to her at this point? She said no, because the date that the homework was completed would not show. In auditing expense reports at my job, I completely understand this.
However, Ms. K[redacted] told me that there was "no report that could be printed out that would show the dates and times that the homework was completed", and that she needed to "contact [redacted] to see if sent any emails" to me, since he copies himself on the emails. To me, this is irrelevant, since the issue at hand is proving if my homework was complete.
In doing some digging of my own inside the Becker website, I discovered that the each homework session attempt was dated and even showed the times. I sent Ms. K[redacted] a series of 16 screenshots that showed the times, dates, my name, and each section topic of the homework.
The screenshots proved that all of the homework was completed prior to February 26th, while the deadline was February 28th. After sending three emails, still, no response was received from Ms. K[redacted] acknowledging receipt of my emails, or apologizing for the misinformation that was given.
Ms. K[redacted] called me some time after, and I was even more puzzled than before. She seemed to be on the defense, when all I wanted (and still do want) is for my grade to be changed. She stated that the reason she and [redacted] reported a "U" instead of an "S" is because homework on lectures one and six were not "100%, while the homework on lectures two-five were 100%."
This baffled me for two reasons: only 90% was required to pass while I had 90% and above, AND I had less than 100% on two-five. Regardless, this was not my problem, as I fulfilled the requirements. Why couldn't we just move forward with resolving the issue?
As a paying customer, I was perturbed that I had to refocus Ms. K[redacted]'s attention to the issue at hand. She continued to go on a tangent and decided to share with me that she was "off work for today", and was "doing me a favor by going above and beyond responding to my emails and calls". Furthermore, she informed me that felt as she did not "have to change my grade” and that it is no one's responsibility to send me an email informing me that my gradebook does not reflect my actual coursework.
Even after all of the screenshots, Ms. K[redacted] still needed to check her "notes to see if she has ever forgiven any grades” or made any changes for me before she determines whether or not to change my grade. I notified her that she has not, and she said she "would not be calling back today, but that it would be no later than Monday."
There are so many things wrong with her comments. The grade should have never been reported as "U". I did not need to know that she was off, as that is unprofessional. I held Becker to higher standards and was quite dissatisfied with the treatment I received Friday evening.
I am also baffled as to the issue with the glitch in the system. The instructor should be able to see my correct grades in the system, and I should not have to send a PSR. I work full-time and to take time out of my busy schedule to deal with this is highly an inconvenience. I expect this matter to be resolved in a timely and more efficient matter, and I would like for Ms. K[redacted]’s superiors to reach out to me once this email is received.
Initial Business Response /* (1000, 5, 2014/10/09) */
October 9, 2014
Re: [redacted]
Revdex.com Case# XXXXXXXX
Please consider this DeVry Education Group's ("DVG") response to your letter on September 30, 2014 regarding the concerns of Becker Professional...
Education ("Becker") student, [redacted]. DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr. [redacted]' concerns.
DVG understands Mr. [redacted]' concerns to be:
1. Computer connectivity issues with Becker software has caused his class work to be erased or removed and resulted in Mr. [redacted] having to reschedule his CPA exam.
DVG understands Mr. [redacted]' requested resolution to be:
1. A refund of the purchase price of the product of $2303.95.
2. Replacement of the defective software that he can access for 18 months.
3. Compensation in the amount of $16,000 due to lost income because of the connectivity issues, the unresolved technical problems, and the defective product.
Set forth below is an explanation of the findings based on our understanding of Mr. [redacted]' allegations and requested resolution.
I. Becker Software and Connectivity Issues
According to Becker's records, Mr. [redacted] purchased his Becker course on November 8, 2012. Most recently, Mr. [redacted] has requested multiple schedule changes; however there is no record of Mr. [redacted] indicating that the request of his schedule changes were due to technical issues that he was experiencing with his Becker software.
A review of Mr. [redacted]' Becker software found that it had expired on [redacted] 25, 2014, which was the end of the 18 month license agreement. Because the software had expired, Mr. [redacted] was unable to access his Becker materials.
As a show of good faith, Becker has offered Mr. [redacted] a new 18 month license for his Becker courses. The new license will expire 18 months from his first login or 24 months (October 2016) from the date of purchase.
On October 8, 2014, [redacted], Student Services Representative, placed the software order and advised Mr. [redacted] on the status of his book order which will be delivered within 3-5 business days. Additionally, Mr. [redacted] was provided directions on how to navigate the online portal and how to download his Becker materials.
II. Summary
Based on the above, Mr.[redacted] was unable to access his Becker materials due to the expired software as per the license agreement. He has been provided with a new (no charge) 18 month license for his Becker materials and encouraged to contact Becker if he has technical issues going forward.
We trust this letter satisfactorily addresses Mr. [redacted]' concerns.
Best Regards,
[redacted]
Senior Associate, Office of Ombudsman
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would at least like a refund of the cost of the product due to the inconvenience arising from the issue and the missed work/income potential. Thank you.
Final Consumer Response /* (4200, 11, 2014/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am also seeking the requested $16,000 in lost funds due to the issues I had with the Becker product and experience. Thank you.
Final Business Response /* (4000, 13, 2014/10/29) */
October 29, 2014
Re: [redacted]
Revdex.com Case# XXXXXXXX
Please consider this DeVry Education Group's ("DVG") response to your letter on October 22, 2014 regarding the concerns of Becker Professional Education ("Becker") student, [redacted]. DVG takes student complaints very seriously. The Office of Ombudsman is the highest level of escalation for student complaints within the DVG organization. Thus, upon receipt of this complaint, DVG's Office of Ombudsman was engaged to investigate Mr. [redacted]' concerns.
DVG understands Mr. [redacted]' rebuttal to be:
1. He would like the amount of $16,000 be provided to him due the issue he had with Becker and his experience.
DVG understands Mr. [redacted]' requested resolution to be:
1. To be provided $16,000 in addition to the new software and refund that he has already received.
Set forth below is an explanation of the findings based on our understanding of Mr. [redacted]' allegations and requested resolution.
I. Becker Software and Connectivity Issues
As stated in the prior two responses dated October 9, 2014 and October 15, 2014,
Mr. [redacted]' connectivity issues were due to the expiration of his Becker software, which expired on [redacted] 25, 2014. Students are made aware that their materials have an 18 month license and will expire after that time. Becker was unaware of Mr. [redacted]' technical issues until he filed a complaint with the Revdex.com.
Becker has provided Mr. [redacted] with new software at no charge, along with a refund in the amount of $3203.95 for the cost of product he originally purchased. At this time, Becker will not be providing any additional funds to Mr. [redacted].
We trust this letter satisfactorily addresses Mr. [redacted]' concerns.
Best Regards,
[redacted]
Senior Associate, Office of Ombudsman