Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Nursing and Health Care Professions Regional Director of Operations [redacted] and, based on that review; GCU has determined that Ms[redacted] complaint was previously resolved.In the previous response GCU explained how the balance of $542 was created. In July 2011 GCU’s Office of Financial Aid conducted a review of Ms. [redacted] account and discovered that she was over awarded financial aid. This occurred as a result of an employee discount which Ms[redacted] was eligible for but was not processed on her account until after her financial aid had posted to her account.  As Ms. [redacted] received both financial aid and an employer discount, the amount of financial aid she received was over the amount she was eligible for.  As a result, GCU was required to either return the overage of her financial aid or return the employer discount which had been applied to her account.  GCU returned the financial aid overage. The return reduced the student loan amount by $542. Thus, this created a $542 balance on Ms[redacted]’ account which she is responsible for.  Ms. [redacted] diploma was sent to her on June 22, 2011 and her account was moved to graduated status because the review of her awards had not been processed until after that date on July 21, 2011. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of Operations College of Nursing and Health Care ProfessionsGrand Canyon University

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
PS  Please improve systems for others in future

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the [redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is...

based on the following information:Ms. [redacted] started with Grand Canyon University on 6/26/17. She was financially cleared to start classes based on the completion of the required financial aid documents. Prior to starting her classes, she had a full review with her University Counselor of the costs of her courses, related fees and scholarships, as well as approximations of the financial aid she may be eligible for. Also, prior to starting classes, a Student Services Counselor reviewed all necessary subjects including the drop policy (Dropping a course before starting class is 100% refund, dropping a course in the first week of starting class is 75% refund, dropping a course after the first week of starting class is 0% refund.), financial aid processing times, the financial aid disbursement schedule, as well as many other things not applicable to her complaint. During the next 2 weeks, GCU representatives made 5 attempts to reach Ms. [redacted], leaving several messages however we were not able to reach her. On 7/20/17, Ms. [redacted] sent an email to Erica G[redacted], her Student Services Counselor that she wanted to withdraw from school. Also on 7/20/17, Ms. [redacted] called in to discuss withdrawing. In speaking with Ms. G[redacted], Ms. [redacted] stated that every school she’s been to provided her with financial aid within 2 weeks of starting class, if not before she started class. Erica let her know what the processing times were and correctly reminded her that these were reviewed in her welcome call prior to starting class. Ms. [redacted] stated that she did not remember discussing that. Ms. [redacted] is stating that Ms. G[redacted] told her she had to complete all 3 classes or she would owe for them. This is incorrect in that Ms. G[redacted] explained Ms. [redacted] would owe for the class she is currently attending. Ms. G[redacted] also explained that per the rules of the Department of Education, if we were able to bring in funds and she withdrew from class prior to completion of the 3 courses required by the DoE, GCU would have to return the funds and Ms. [redacted] would most likely have out of pocket costs. Ms. [redacted] requested to withdraw from her first course on the third week of class which, per GCU drop policy would result in a 0% refund of tuition. She is also responsible for a $400 nonrefundable LMS fee which is a onetime charge that occurs when a student starts classes at GCU. GCU has not brought in any of Ms. [redacted] Financial Aid funding as of 7/21/2017 to cover her school costs. Ms.  [redacted] is responsible for the cost of her first course as well as the LMS fee.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I [redacted] the aforementioned information/actions [redacted] bring this matter to a satisfactory conclusion.  Sincerely,[redacted]College of Humanities and Social Sciences Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Business Division Regional Director of Operations Danielle R[redacted] and based on that review, GCU has determined that Ms. [redacted]...

complaint was appropriately resolved. This determination is based on the following information:Per GCU policy students are allowed to begin classes without their financial aid being completed as they do chose primary and secondary methods of payment upon completing their application for admission.  GCU can find no records which indicate that Ms. [redacted] stated she did not want to continue her education until her federal student aid was processed.   Per GCU records Ms. [redacted] was selected for Financial Aid Verification during the 2014/2015 financial aid award year and the 2015/2016 financial aid award year.  Verification is a random selection process used by the Department of Education (DOE) to verify certain information on a student’s Free Application for Federal Student Aid (FAFSA) to ensure its accuracy.  Based on the information reported on the FAFSA, the DOE will require certain applicants to complete the verification process before becoming eligible for Title IV financial aid.  If a student is selected for verification, GCU will request that the student provide all required documentation which has been requested by the DOE.  Failure to complete the verification process will result in the cancellation of all Title IV funding.On February 12, 2015 Ms. [redacted] was selected for verification for the 2014/2015 financial aid award year.  After some communication between GCU and Ms. [redacted], she provided the required documentation and on June 4, 2015 Ms. [redacted] verification was approved.  On November 3, 2015 Ms. [redacted] was selected for verification for the 2015/2016 financial aid award year.  Between November 10, 2015 and January 21, 2016 Ms. [redacted] SSA contacted Ms. [redacted] numerous times via email and telephone in order to obtain the required documentation needed to complete the verification process.  Additionally, on January 5, 2016 Ms. [redacted] SSA also informed her via email that the balance on her account was about to be sent to GCU’s Internal Collections Department if the verification process was not resolved soon.  Further he informed Ms. [redacted] that a payment plan for her balance owed would then need to be set up in order for her to be scheduled for future courses.  However, to date Ms. [redacted] has never submitted the required documentation; her father’s tax transcript.  Thus, she did not complete the verification process required in order to receive federal student aid.  This resulted in a balance on Ms. [redacted] account.Ms. [redacted] SSA attempted to contact her numerous times regarding her account balance to include January 28, 2016; February 4, 2016; February 12, 2016; February 19, 2016 and February 26, 2016.  On March 7, 2016 Ms. [redacted] unpaid account balance was sent to GCU’s Internal Collections Department. Per GCU policy failure to pay her account balance may result in Ms. [redacted] account being placed with a third party collection agency which may include credit reporting and additional costs.  In order to prevent this from occurring, Ms. [redacted] can contact Internal Collections at ###-###-#### or ###-###-#### to set up payment arrangement for her balance owed.  In regards to Ms. [redacted] transcript, a finance hold prohibits the distribution of any official Grand Canyon University transcripts.  However, once her balance is paid, Ms. [redacted] can request her transcript at that time. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Danielle R[redacted]College of Nursing and Health Care Professions Grand Canyon University

Grand
Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint and
we value the opportunity to respond.  The issue has been reviewed by
Jordan J[redacted] Regional Director of Operations and based on that review, GCU has
determined that Ms. [redacted]’s complaint was appropriately...

resolved. This
determination is based on the following information:Ms. [redacted] enrolled
into the Masters of Business Administration program at GCU and began taking classes
in that program on March 21, 2013.  She
was enrolled into MGT605 which began on 3/21/13 and ended on 5/15/13.  However, on May 1, 2013; two weeks prior to
the end of the course, Enrollment Counselor Alyyssa S[redacted] received a
voicemail from Ms. [redacted] stating that her instructor had failed her due to
plagiarism and that she needed to take a leave.  Per GCU records, Ms. [redacted] did receive a
non-disciplinary warning regarding her Module 3 assignment so she may have been
assessed an in-class penalty on that one assignment.  However, on May 8, 2013 Ms.
[redacted] emailed Student Services Advisor Bridget B[redacted] and stated that she
wanted to withdraw from her course as she had fallen too far behind in class to
be able to catch up and be successful.  Additionally,
University records indicate that Ms. [redacted]’s last day of attendance was on April
26, 2016 and that she was subsequently withdrawn from the class due to lack of
attendance.  As a result, Ms. Tindal’s
final grade in the class was a W not an F. 
We are unable to determine if the in-class penalty surrounding Ms.
[redacted]’s Module 3 assignment may have impacted her final grade had she
completed her class but Ms. [redacted]’s final grade would have been impacted by
her nonattendance and because she had fallen behind in her course work. In addition to the above
information, Ms. [redacted]’s account balance was due to the withdrawal from her
above mentioned class prior to meeting the requirements to earn the Federal
Financial Aid funding that she had received.  On April 11, 2013 Ms. [redacted] received a
Federal Unsubsidized loan in the amount of $5,478.  This was applied to Ms. [redacted]’s account
balance in the amount of $2,155.95 for the cost of her MGT605 course.  A stipend check in the amount of $1116.10 was
then sent to Ms. [redacted] for the remaining balance.  However, when Ms. [redacted] withdrew from her
course prior to completing it, a return of funds calculation was completed and
GCU was required to send $3,133 back to Ms. [redacted]’s lender.  This left Ms. [redacted] with an account balance
in the amount of $927.05.  At that time
Ms. [redacted] could have used the stipend funds that she had received to pay her
balance with GCU off but she chose to keep the funds instead.  Additionally numerous unsuccessful attempts to
contact Ms. [redacted] to resolve her account balance were made by both emails and
phone calls on 7/23/13, 7/30/13, 8/8/13 and 8/14/13.  On August 19, 2013 Ms. [redacted]’s delinquent account
was transferred to internal collections and was subsequently placed with an
outside collections agency (Reliant) for nonpayment on January 6, 2014.  It then came back to GCU on August 15, 2014
as Reliant was unsuccessful in collecting payment from Ms. [redacted].  Finally on Oct[redacted]r 21, 2014 Ms. [redacted]’s
account went to another collections agency (ACT) where it stayed until recent
payment was made by Ms. [redacted] as mentioned in her complaint.  GCU
takes student complaints very seriously and does everything it can to resolve
them in an amicable manner.  I hope the aforementioned information/actions
will bring this matter to a satisfactory conclusion.

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations Dan B[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint requires further...

action.  This determination is based on the following information: Ms. [redacted] is currently in her 8th class at GCU and started her most recent academic year on 3/7/16.  On 4/20/15 Ms. [redacted] received an email from GCU’s Office of Financial Aid notifying her that she had been selected for Verification to verify Household Resources information (V6).  Verification is a random selection process used by the DOE to verify certain information on a student’s FAFSA to ensure its accuracy.  Per law the DOE has the right to request certain information before awarding any student federal aid. Once provided, if there are differences between the information supplied on Ms. [redacted] federal application and her financial documents, GCU will ask for corrections.  Per financial aid program rules (34 CFR, Part 668), GCU is then required to review the information received.  In Ms. [redacted] case, as part of the above mentioned verification process, GCU’s Office of Financial Aid had asked Ms. [redacted] for additional documents or statements to be provided on the following dates; 2/16/16, 3/24/16, 4/29/16, 5/4/16, & 5/9/16. Again, requesting additional documents or statements is part of the verification process and must be completed in order to determine the student’s Title 4 eligibility. At GCU’s Office of Financial Aid’s request on 05/09/16 Ms. [redacted] provided a statement clarifying her income to Student Services Advisor Andrea H[redacted].  Ms. H[redacted] submitted that document to the Office of Financial Aid that same day and is currently waiting to hear if this will satisfy Ms. [redacted] verification process. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.   Sincerely,  Dan B[redacted]Regional Director of OperationsGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations of College of Nursing and Healthcare Professions – Jennifer G[redacted] and, based on that review, GCU...

has determined that Ms. [redacted] complaint requires further action. This determination is based on the following information:On October 13, 2016, Ms. [redacted] began course BIO-550.  On November 29, 2016 Student Services Counselor Desiree S[redacted] called Ms. [redacted] regarding her lack of posting into her course. Ms. [redacted] informed Ms. S[redacted] that she had emergency surgery and Ms. S[redacted] advised Ms. [redacted] to contact her instructor to see if she could get extra time to complete her class assignments since she was only one week away from finishing the course. Ms. S[redacted] then received another alert that Ms. [redacted] still hadn’t posted in class yet as of December 7, 2016 which was the last day of class.  Ms. S[redacted] called Ms. [redacted] but was unable to reach her.  On December 14, 2016 Ms. S[redacted] was finally able to reach Ms. [redacted] and they discussed that Ms. [redacted] had finished the course with a failed grade instead of an incomplete.   Ms. S[redacted] advised Ms. [redacted] to reach out to her instructor again.  On December 15, 2016, Ms. [redacted] sent an email to Ms. S[redacted] informing her that the instructor had allowed her to turn in her assignments in order to receive an Incomplete rather than a grade of F.  However, GCU records there was no activity anywhere in the classroom by Ms. [redacted] after November 23, 2016.  In fact GCU records indicate that on December 1, 2016 Ms. [redacted] instructor posted a message to Ms. [redacted] in the Individual Classroom Forum informing her that this would be the last week of class and asking her to review all of her previously issued grades and scores and to let him know if she found any deficiencies or errors and to try to complete this by the Saturday of Week 8 of the class.  Further he informed Ms. [redacted] that he would be available throughout the week and the following week if she had any issues which she would like to address.  However, GCU can find no records which indicate that Ms. [redacted] ever responded. As a result of Ms. [redacted] lack of attendance on December 27, 2016, GCU was required to complete a return of financial aid funds and return $2,908 to Ms. [redacted] lender.  This caused a balance of $908 on her account.  However, on January 1, 2017 GCU completed a write off in the amount of $908 in order to provide Ms. [redacted] a one-time courtesy to allow her get back on track with her education.   On January 19, 2017 Ms. [redacted] attempted course BIO550 for the second time.  Her financial aid paid for a portion of her course retake.  However; an unpaid balance in the amount of $1,091 remained on Ms. [redacted] account which she was responsible for.  On January 25, 2017 Ms. [redacted] spoke with Ms. S[redacted] and discussed dropping the course again.  However, since dropping the course would create a greater balance on Ms. [redacted] account and she would only have one more attempt to pass the course, Ms. [redacted] decided to stay in class.  On February 6, 2017 Ms. [redacted] spoke with Ms. S[redacted] and voiced her concern about the difference of grading between her first BIO550 instructor and her current BIO550 instructor.  Ms. S[redacted] submitted a faculty specialty ticket which would prompt a review of the classroom. However, Ms. [redacted] stopped posting on February 8, 2017 and on February 10, 2017 she sent email communication to Ms. S[redacted] indicating that she wanted to withdraw from her BIO550 class and retake it yet again.  On February 17, 2017 GCU sent Ms. [redacted] an email informing her that she was being placed on notice as her GPA had dropped below the graduate GPA requirement of 3.0.  Further, Ms. [redacted] was informed her that if she was unable to raise her GPA during the “On Notice” period, she would be academically disqualified for a period of 15 weeks. On February 23, 2017 Ms. [redacted] attempted to complete course BIO550 for her third time and was able to successfully complete the course on April 19, 2017 with a B+.  On March 14, 2017, Student Services Counselor Ben M[redacted] spoke to Ms. [redacted] regarding her above mentioned balance and Ms. [redacted] informed Ms. M[redacted] that she had discussed a plan with her former counselor to roll her account balance to her second financial aid disbursement period.  On April 27, 2017 Ms. [redacted] started her next course; HCA-620 which was still in her first payment period of the academic year.  However, on April 29, 2017 Ms. [redacted] stopped posting into this course.  On May 9, 2017 Ms. [redacted] spoke with Student Services Counselor Ben M[redacted] and said she wanted to drop the class and did not know when she wanted to return.  Ms. [redacted] said she was aware of the previous unpaid balance that was still on her account and acknowledged that she would also be responsible for 25% of the cost of her current class.  As a result of Ms. [redacted] withdraw, it created a $1,694.17 balance on her account.  GCU attempted to contact Ms. [redacted] eight times between May 17, 2017 and June 23, 2017 regarding her account balance. On June 28, 2017 Mr. M[redacted] finally spoke with Ms. [redacted] and offered her a payment plan and informed her that her account was in jeopardy of being sent to internal collections for nonpayment.  During this call Ms. [redacted] voiced her concern that she was never offered the military discount.In regards to Ms. [redacted] concern regarding a military discount, on May 5, 2015 she completed an enrollment application and next to the U.S. military status, she selected non-applicable.  However, on May 26, 2016, Ms. [redacted] informed Student Services Counselor Leah P[redacted] that she was a member of the National Guard.  Ms. [redacted] should have been eligible at the start of her next course for GCU’s military discount as any eligible military discount takes effect in the first payment period after active duty status is disclosed.  The discount provides active duty military personnel a $400 reduction in tuition per credit hour for a master’s level degree and waives the cost of Canyon Connect fees.  Additionally, the discount should also have been applied to Ms. [redacted] following three classes.  During GCU’s review of Ms. [redacted] complaint it was discovered that this discount had not been applied to the four courses which Ms. [redacted] completed after she disclosed her military status.  GCU would like to apologize for any confusion this has caused Ms. [redacted].  In addition as we like to serve the best interests of our students we have applied a $1,695 credit to Ms. [redacted] account which brings her account to a zero balance.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Jennifer G[redacted]Regional Director of OperationsGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by [redacted], Regional Director of Operations and, based on that review, GCU has determined that Ms. [redacted] complaint requires...

further action.  This determination is based on the following information:Ms. [redacted] enrolled in the MED Special Education Institutional Recommendation (IR) program on August 22, 2013 and graduated on May 13, 2015.  As part of the admissions process Ms. [redacted] signed an enrollment agreement on August 15, 2013 to acknowledge her understanding of the policies, procedures, and requirements of the University.  Page 8 of the signed enrollment agreement is as follows “The Grand Canyon University College of Education is approved by the [redacted] to offer Institution Recommendations for the certification of elementary, secondary, and special education teachers, and principals only. Programs that lead to licensure contain a student teaching or internship component. Teacher and principal candidates are responsible for contacting their state department of education for certification requirements and program approval.” All students must acknowledge that it is the requirement of the student to contact their State’s teacher licensure office for certification requirements and program approval.In addition, the Teacher Education Specialists spoke with Ms. [redacted] on 6 separate occasions prior to her graduation between August 2014 and May 2015 to remind her of the [redacted] Reading requirements. Furthermore, 3 more calls were made to Ms. [redacted] after she graduated from the program as a courtesy reminder to follow up on the additional requirements. The reading requirement is not a mandate in Arizona therefore not required for certification or part of the program.  Nonetheless, GCU is willing to offer a 75% discount on the two CTE courses that are required by the [redacted].  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]College of EducationGrand Canyon University

Dear Revdex.com,
Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Business Division Regional Director of Operations, [redacted] and, based on that review, GCU has determined that Ms....

[redacted] complaint was appropriately resolved This determination is based on the following information:
Ms. [redacted] originally started attending Grand Canyon University on May 4, 2009. She attended until April 25, 2011 at which time she dropped out of attendance with Grand Canyon University. Ms. [redacted] then decided to return to Grand Canyon University on February 14, 2012 which was approximately 9 months after dropping out of attendance.  During that 9 month break Ms. [redacted] attended another school and received Financial Aid from that school. When Ms. [redacted] retured to Grand Caynon University on February 14, 2012 she did not disclose to GCU that she had received Financial Aid from a different university.  When GCU checked her 2010/2011 [redacted] to clear her for the February 14, 2012 start date which would be the 2011/2012 financial aid year, there was no loan showing dispursed by another university. Therefore, GCU awarded Ms. [redacted] financial aid based on her not using any Finacial Aid for that year with any other university. GCU brought in the full amount of Financial Aid for Ms. [redacted]’s 2011/2012 financial aid year and issued Ms. [redacted] stippened checks on March 22, 2012 in the amount of $3510.90, on September 6, 2012 in the amount of $485.50 and on September 16, 2012 in the amount of $2784.45 which totaled $6,780.85. After Ms. [redacted] started attending classes GCU was then made aware that she atteneded another university and used funding from her 2010/2011 [redacted] for the 2011/2012 aid year which caused an over lapping loan issue.  As a result, GCU was required to return Financial Aid due to this overlap in the amount of $7,277.  In-turn this created a balance on Ms. [redacted]’s GCU account in the amount of $5,266.00.  A detailed account break down is attached. 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  
Sincerely,
[redacted]
Regional Director of Operations
Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Southeast Division Associate Vice President, [redacted] and, based on that review; GCU has determined that Ms. [redacted] complaint...

was appropriately resolved.  This determination is based on the following information:Ms. [redacted] enrolled into the Masters of Arts in Teaching with an emphasis in Teacher Leadership program beginning on July 19, 2012.  She attended her first course, [redacted] (Classroom Engagement and Management) from July 19, 2012 to August 2, 2012.  She attended and earned points for the first 3 weeks of her 8 week course.  See Attached.  Per GCU’s drop/refund policy, students who drop after the 1st week of class are not permitted a refund and are 100% responsible for the cost of the course.  Below reflects the GCU’s 2012 Drop/Refund Schedule.  Ms. [redacted] also acknowledged the drop/refund policy by signing her GCU Enrollment Agreement.  See Attached.  Based upon this information, Ms. [redacted] is responsible for the cost of the course.Nontraditional Students Students who drop/withdraw from a course/all courses are eligible for the following refund: Before Week 1…………...…………100% tuition refund During Week 1……………………… 75% tuition refund During or after Week 2..………………………No refundGCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]College of Education SE DivisionGrand Canyon University

Dear Revdex.com,
Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted] and, based on that review; GCU has determined that Ms. [redacted] complaint was...

appropriately resolved.
Per University records, Ms. [redacted] attended one course with Grand Canyon University. As well, records indicate that Financial Aid was provided by the Department of Education to Ms. [redacted] for three courses, or one semester, as Ms. [redacted] states. When Ms. [redacted] decided not to continue with GCU past that first course, GCU informed her that funds must be returned to the lender, per Department of Education regulations. However, if Ms. [redacted] could continue in school, she would be allowed to keep her financial aid funds, per Department of Education regulations. Unfortunately, Ms. [redacted] counselor attempted to reach her to review the attendance policy again; however, Ms. [redacted] did not respond.  Therefore, GCU sent Ms. [redacted] the information regarding her funding and her attendance via email.  Ms. [redacted] did not respond to this as well.  When Ms. [redacted] withdrew from GCU, her financial aid funds were returned, resulting in a balance due from Ms. [redacted] in the amount of $269. Once this balance is paid in full, official transcripts can be released to her.
In addition to the above information, the first course in every program at GCU is an introductory course so that students are familiar with our online program and interface. It is a 4-credit class that applies to the general education requirement in the University Foundations competency. 
Because Ms. [redacted] has not responded to her counselors attempts to reach her, Grand Canyon University has not had an opportunity to work with her to resolve any issues.  We are continuing to reach out to Ms. [redacted] to resolve this issue.
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  
Sincerely,
[redacted]
Regional Director of Operations 
Grand Canyon University

Dear Revdex.com,   Grand Canyon University (“GCU”) is in receipt of Ms[redacted] complaint and we...

value the opportunity to respond.  The issue has been reviewed by Chris K[redacted], the Regional Director of Operations for the College of Theology and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:   Ms. [redacted] went through a Disability Discharge of her Title IV loans. Within days of the 3 year waiting period (where taking out new loans would reinstate the discharged loans) Ms. [redacted] submitted a Borrower’s Certificate from her Doctor that her condition had improved to the point where she could now enter the workforce and once again become eligible for Title IV loans.  While the prior loans that were discharged due to a disability accommodation are permanently discharged and not eligible for instatement/repayment, being outside the 3 year window means any new loans taken out will be subject to repayment.     GCU has reviewed the timeline of events and has exercised its ability to deny Title IV funds under section 479 A(c) of the Higher Education Act. Due to the timeframe of events where it appears that Ms. [redacted] may have purposefully waited the 3 years to become recertified by a physician to avoid repayment of prior Title IV loans, GCU has made the decision that granting more Federal Aid to Ms. [redacted] does not uphold the intent of the accommodation received, nor does it uphold the premise of responsible borrowing.    In addition to the above information, while GCU is exercising its right to deny awarding Ms. [redacted] federal loans, she would still be able to receive any Pell grant funds she is eligible for.  As well, GCU is not denying her enrollment with GCU.  I am in the process of contacting her to inform her of this information and to assist with enrollment if she would still like to re-enroll with GCU.  She is also welcome to contact me at ###-###-####.   GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.    Sincerely,     Chris K[redacted] College of Theology | Grand Canyon Theological Seminary Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of/Ms .[redacted]’s complaint and we value the opportunity to respond.  The issue has been reviewed by the [redacted],  Regional Director of Operations and, based on that review, GCU has determined that Ms....

[redacted]’s complaint was appropriately. This determination is based on the following information:GCU through the assistance of its Technical Support Department and University Compliance Office was able to retrieve the assignment posting logs of Ms. [redacted]. We are able to see that the week 5 CLC group assignment in question was submitted by the group, however, Ms. [redacted]’s portion of the assignment was not submitted nor was there any record of an attempt to submit.  In addition, the instructor’s feedback was that Ms. [redacted]’s participation in the group forum was lacking and the instructor did not receive tMs. [redacted]’s portion of the group slides. A copy of the assignment posting logs will be forwarded via mail to Ms. [redacted] for her records.  Due to Ms. [redacted]’s poor overall GPA she has been dismissed from the program.  Once she has sat out of the program for 12 months, she will be able to reapply through academic appeals for reinstatement into the university as instructed in the GCU policy handbook.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education- Matthew N[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved.  This determination is based on the following information:Ms. [redacted] has reached out to Grand Canyon University requesting her transcript being reviewed again based on the coursework taken from her bachelor’s degree.  Maria E[redacted], Ms. [redacted] Student Service Advisor submitted a request to GCU’s Academic Compliance department but the transcript was not reviewed a second time because based on the CR status on the transcript equating to a C grade (2.0 GPA), Ms. [redacted] admission status would still remain Accepted with Specification status because of her GPA being less than the requirement for full admittance.  Therefore, the University will stand by Ms. [redacted] dismissal based on the academic transcripts that were evaluated.  GCU has offered Ms. [redacted] the opportunity to apply for reinstatement and explore the option of being admitted into the Non Degree Seeking program and take single courses to help increase her GPA until she can return to her degree seeking program.  This is currently the only remaining option available to Ms. [redacted] and the University is willing to allow her to apply for reinstatement; however it will not be for the degree seeking program until her dismissal period is over.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Matthew N[redacted] College of EducationGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by Chris K[redacted] the College of Theology Regional Director of Operations and, based on that review, GCU has determined that Ms....

[redacted] complaint was appropriately handled. This determination is based on the following information:Ms. [redacted] was in attendance with Grand Canyon University from 9/8/2014 – 10/31/2015. During that time, she fell out of attendance following her class that ended 11/1/2015 and was anticipated to resume her program on 1/18/2016 after she resolved the personal issues preventing her from successfully continuing her education with GCU.  Also, to assist Ms. [redacted], GCU offered a credit on her account to assist with any out of pocket expenses due to her not earning a passing grade in her last class. This would have allowed Ms. [redacted] to continue with no out of pocket expense, while the University would be eligible to have her financial aid award remain within Department of Education (“DOE”) guidelines.  However, on 1/5/2016 Ms. [redacted] requested to fully withdraw from the University, and since she did not return she did not earn the Financial Aid that was received. Title IV guidelines require a student to successfully pass classes for 15 weeks and earn a minimum of 12 credits in order to be eligible to keep the full award that a student receives.  Since Ms. [redacted] withdrew following a non-passing grade in one of her core classes, she did not meet the credit requirement and thus GCU was required to send back a prorated amount of financial aid funds to the DOE. The $805.94 balance on Ms. [redacted] account is a result of the return of funds.Additionally, the above mentioned non-passing grade credit that GCU offered was then nullified when Ms. [redacted] did not return.  However, in attempts to partner with the student, GCU continued to call Ms. [redacted] to find a reasonable payment plan. On 1/12/2016 Ms. [redacted] escalated to the department’s Student Service Manager and committed to making a full payment within the next 45 days. Since a verbal arrangement has already been made to satisfy the debt in full, we cannot offer any deviation at this time.In regards to Ms. [redacted] concerns that her account not go to collections, GCU will not put her file to its internal collections until the 45 days has elapsed.  This is what was agreed upon and should satisfy the request Ms. [redacted].  If the payment is not made in full by 2/26/2016, Ms. [redacted] file will be moved to GCU’s internal collections team at which time they will attempt to make other arrangements with her. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Chris K[redacted]College of TheologyGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Associate Vice President, [redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved.  This determination is based on the following information:All emails that were received from Ms. [redacted] were responded to via email and/or a phone within the next business day from when they were received.  Ms. [redacted] did not request to withdraw prior to 7/16/15 when she would have been eligible for a partial refund of tuition. Her request was on 7/21/2015 and processed on 7/23/2015.  With both of these dates being after the deadline there is no benefit to GCU.      GCU records also indicate that SSA [redacted] reached out to Ms. [redacted] on 7/16/2015. He left her a voicemail and also sent her an email in regards to her low grades in the class and advised her to email her instructor if she was having any issues in her course as she was coming down to the final two weeks of class.  On 7/17/2015 Ms. [redacted] replied that she was away from home and with her parents back east for their 50th wedding anniversary party but that she would email that day.  However, the next email received from Ms. [redacted] was not until 7/23/2015 in which she stated that she wanted to withdraw from her class.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Southwest DivisionCollege of Education

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Executive Director of Student Services from the College of Doctoral Studies, Nancy P[redacted] and, based on that review, GCU has...

determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] began a continuation course (DIS-975) with GCU on January 28, 2016 and paid for this course in advance of the class start date. Her complaint is correct in that this course was erroneously removed from her schedule.  However, it was an unusual technical error which was corrected immediately upon being brought to GCU’s attention.  Per GCU records, on the morning of Ms. [redacted] course start date, January 28, 2016; she notified her Dissertation Student Services Advisor Terila J[redacted] of her inability to gain access to the course.  Upon receiving Ms. [redacted] email at the start of her shift that morning, Ms. J[redacted] responded immediately to Ms. [redacted] and informed her that she was working on a resolution to have the issue resolved.  Ms. [redacted] replied and thanked Ms. J[redacted] for being on top of it.  The issue was resolved that same day within a few hours and Ms. J[redacted] notified Ms. [redacted] immediately that class room access had been restored.  Thus, Ms. [redacted] was still provided the opportunity to participate in the course on her first day of class.In regards to Ms. [redacted] allegations of unprofessional interactions with her dissertation chair and committee, GCU records indicate that Ms. [redacted] submitted four separate complaints on March 6, 2015; July 9, 2014; July 24, 2014 and April 6, 2015 citing difficulty reaching her dissertation chair in her first complaint and untimely feedback by her dissertation chair in the following three complaints.  Separate independent investigations were conducted by GCU to research Ms. [redacted] claims that included in-depth review of classroom participation, system activity, and email interactions between Ms. [redacted] and the committee.  However, all four investigations revealed that the committee responded to Ms. [redacted] within the published service agreement timeframes established by the college.  Therefore, all four separate investigations determined that Ms. [redacted] complaints were unsubstantiated. Grand Canyon University values the diverse opinions of terminal degree prepared committee members and their part in the learner’s dissertation journey.  Feedback is offered to assist the learner in publishing scholarly level work that adds new information to the existing body of knowledge for their chosen topic.  The process is extensive and a great part of that journey is the scholarly collaboration between the learner and the committee members. In September 2015, Ms. [redacted] was approved to begin data collection for her dissertation study. This is a critical milestone toward her degree completion and we applaud her on this accomplishment.At this time, all specific allegations submitted by Ms. [redacted] have been researched and unsubstantiated. The matter relative to the course removal was corrected the same day and within several hours of being brought to the attention of Ms. [redacted] Dissertation Student Services Advisor.  If Ms. [redacted] has a specific matter that she believes to be unresolved, we welcome the opportunity to review that item and quickly bring it to closure. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Nancy R. P[redacted]Executive DirectorCollege of Doctoral StudiesGrand Canyon University

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

At this point, my complaint is no longer about the debt.  My complaint has more to do with their collection practices.  First of all their response to my request comes too little too late.  According to [redacted] Grand Canyon University had 30 days to respond to my request for investigation.  I contacted the Revdex.com because they did not respond to my request in the specified time frame.  Furthermore, if account was sent to collections as they stated, why then is this account reporting a balance instead of reporting to the bureau "transferred" zero balance?  I think its high time Grand Canyon University cease reporting this item as they have violated consumer protection laws in the process.  I am making every effort to resolve this matter through the Revdex.com, rather than report this matter to the [redacted] or take legal action in a courtroom before a jury.  I suggest they make themselves familiar with [redacted]) Ability of consumer to dispute information directly with furnisher.

Regards,

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Traditional Campus Division and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved.  This determination is based on the following information:Ms. [redacted] received an email on November 4, 2015 with an invoice showing her tuition cost as well as the Learning Management (LMS) Fee. This is exactly what the student has requested. Her initial request, for GCU to include the LMS fee on her second course, would be fraudulent as this charge is only associated with her first course. Please see attachment with confirmation that this invoice was sent to the student. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Assistant Vice PresidentGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by Chris K[redacted], the College of Theology Regional Director of Operations and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately handled. This determination is based on the following information:With the request we were given from Ms. [redacted], we were unable to discern the difference in a class vs University withdrawal. The verbal request made by Ms. [redacted] to withdraw was interpreted as a request to fully withdraw from GCU. That being said, if Ms. [redacted] wishes to remain with GCU, our previous offer is still valid for assistance in offsetting any out of pocket costs, as long as Ms. [redacted] meets date parameters that exist for the offer she was made which are outlined below.In the event that Ms. [redacted] chooses to continue on her path with GCU, we are still able to offer the same non-passing grade credit to her account to assist in her ability to continue with her studies. The credit can only be applied for up to 120 days from the last attendance date, so Ms. [redacted] will have to be back in attendance by 2/19/2016.  If this does not happen, we will have to continue to rely on her agreement to pay the balance in full by 2/26/2016.  Otherwise, Ms. [redacted] file will be moved to GCU’s internal collections team at which time they will attempt to make other arrangements with her in the event that she does not fulfill the commitment to either return to the program, or pay her balance in full by 2/26/2016.  Ms. [redacted] can contact Brianna T[redacted] Student Services Manager, at [redacted] in order to assist with her return to GCU.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Chris K[redacted]College of TheologyGrand Canyon University