Liberty University Online

Review: Liberty University Online trying to get Close to $4000.00 when I have 100% titution paid by the Army for my courses. I took I'll and had to stop class.But Liberty University Online always got paid first for classes taken.They were paid thru my GI Bill that is 100%Desired Settlement: I want to not owe this school a dime.

Business

Response:

After review of this complaint the issue that resolution is being sought for is unclear. If the complainant can submit additional details their situation will be reviewed and responded to expeditiously. Additionally if the complainant would like a more direct resolution we would encourage them to submit there complaint to us directly through the Liberty University Online complaint form. This form can be accessed at hereSincerely,

Review: I began the enrollment process to Liberty University back in June 2013. I spoke to the admissions office and told them one of the major problems I was having is my previous college that I attended briefly would not release an official transcript and that was preventing me from enrolling in another University. I was told by Liberty University admissions not to worry to submit my high school information and I would be able to enroll and attend. I did as I was told and was accepted and began classes. I purchased books and have been going to classes and completing all my work as needed to be a good student. For the past month I have been sending in documents they claim to need in order to verify my account against fraud. I have sent everything in and now they are saying that if I do not present an official transcript from Full Sail University that I would not be able to continue attending Liberty University. I have asked to speak to someone other than just the email process so I could see if there is a temporary admissions or if there was any other way to get assistance in continuing in my program. I was told I could not speak to a supervisor or any kind of advisor until I sent in my official transcripts from Full Sail. I think this case deems being elevated. I am trying to work with them however it does not appear they are willing to work with me.Desired Settlement: I need to have my case escalated to a manager or supervisor. I believe that if I speak to an advisor or supervisor they may be able to step out of themselves and help me figure out how to get this done. Simply sending me a blind email saying they can not help me unless I get an official transcript does not help me. I have sent the unofficial transcript.

Business

Response:

This student was accepted into the BS: Christian Leadership and Management program on 8-1-2013. At the time, the student informed the university that he only had previous high school experience. It was later discovered that the student had attended another university by Liberty University’s Financial Aid office when preparing loans for the student. The student was also selected for financial aid verification. Due to accreditation standards, Liberty University is required to have all official transcripts on file for students from their previous colleges/universities that they have attended. We requested the official transcript from the student for his previous school as a result of that discovery on 9-17-2013. The student was advised of this requirement twice on 9-17-2013 in two different phone calls. The official transcript is also required as part of the student’s financial aid verification. The student called into academic advising on 9-24-2013 during which the student was told by the advisor that he still needed to send the university his official transcript from the previous school he attended. Students are allowed to attend one semester after the submission of unofficial transcripts to allow them extra time in order to obtain official transcripts. For this student, that term would have been the Fall 2013 term. The university has yet to receive the required official transcript from the student’s previous university. It is possible for this student to speak with a supervisor in regards to the issue at hand, however the official transcript requirement cannot be waived.

Review: Revdex.com Let me begin my complaint with the affirmation that Liberty University Online is not what it is advertised to be. When I was first contacted by Liberty University Online, after several phone calls and voice mail messages from many other colleges and universities. Liberty University Online happened to be one of those entities that were calling. I had already attended another online institute several years ago and it was disastrous even though I graduated with a 3.88 GPA. I vowed that I would not ever attend another online institution. When Liberty University Online contacted me, I told the Recruiter that I did not want to attend a long distance institute online. He placed me on hold and while on hold I heard an advertisement regarding the type of Christian school that they were; they identified themselves to be the number one in the country for quality Christian Education since 1971. After talking with the representative I was convinced to attend the school. Upon admission, there was a problem from the onset, but I figured that everyone makes mistakes and I was willing to allow them to correct the enrollment issues that I had at the beginning. I enrolled to obtain a degree in Psychology with and emphasis of Christian Counseling. I decided to complete the Christian classes first; afterwards I would begin completing the core classes to my degree. The first classes that I attended, the Christian Counseling classes, the professors were much more than I expected. They were very attentive to the students needs and they put a great deal of effort in three areas that one would ordinarily expect in an online class. First they obviously spent time in presenting the curriculum and information to the class. Secondly they provided several outline forms to the material that they expected us to study and prepared the students for the exam, quizzes, and tests that we were to take and secondly the lectures that were presented for the most part were even more than I expected. I really thought that Liberty was living up to the name that they were touting across the Internet. Throughout the Biblical classes my grade point average was 4.0. This past semester I began as I stated earlier my core classes to complete my degree. Since beginning these classes, it appears that I am in a totally different school. The Professors (if they really are professors and educators) have provided not one shred of education to the students. In the last class that I attended which was Psychology 101, we were made to read four chapters, containing over 80 pages for each week before the exam was administered in the second week of the series. There was no outline; no review of the information or any kind of clue as to what kind of information was to be expected by us on the exam. The sum of the reading amounted to over 160 pages of information, including several written and other book assignments for each week and the second week of each period there was the administration of an exam in which it was open book, open notes, and only 75 minutes to complete each exam. The other assignments given were also timed as well. I wrote to the Professor a personal e-mail explaining to him Professor [redacted], that his mode of teaching was totally different than that of the other Liberty University Online instructors. I explained to him how absurd it was for him to give us a reading assignment of over 160 pages of material and at the end of the period administer an exam with 50 questions, providing only 75 minutes to complete. I explained to him how the assignments were not being presented in a fashion of educating but only facilitating. In essence, I told him that at this point he is not teaching the students, the students are teaching themselves and that we are only being exposed to the information given. There was no structure to what the professor was doing at all. Not only was this professor not teaching the information, but also he was providing no feed back whatsoever as to how I was doing, what my progress was, what I was lacking or even needing in his class. The Syllabus that was provided for the students were not even dated correctly and there were assignments that were given in two places at times. At one time, on one of the assignments it was said that we were to write a Discussion Board on a topic and in another announcement which was made in the online “web mail” in the same week another assignment was given, which no one else completed except me and one other student. In that same announcement it was said that we would be required to read chapters that were not even included in the book, and that the exam to be given this particular week was to be 90 minutes long and less questions. After reading the time limit had been changed, I thought that the Professor had a change in heart at least allowing us more time to complete the exam and fewer questions. However, when the exam for that week was posted, it was still 50 questions and only 75 minutes to complete the exam. During the semester there were problems with a sluggish server when students were taking our exams and this is a common problem and something to be expected. But on my third exam this semester, during the exam the server all but froze completely. The pages to the exam questions were moving about every 2-3 minutes and this went on for about 30 – 40 minutes. I wrote to my Professor that the University server experienced some kind of glitch and I even sent to him the proof that I was on the phone with technical assistance from the school while this problem was going on. Even though I sent to him the file in which I had a trouble ticket number indicating that there was a problem, he still completely ignored my trouble ticket and told me that the next time I would need to contact a vendor called McGraw Hill Connect; even though I told him that it was not McGraw Hill that I was going through but it was the universities server. There was still no consideration in changing my grade. And my formal appeal was denied across the board in spite of all the evidence that I presented to them. In my current class it appears that the Professor who is facilitating this online class both he and my Psychology Professor skipped class on the day that they were instructed how to teach students. His methodology in teaching is that of the same. He gives us about 60 pages of History to read including multiple other assignments and he gives us a maximum of 45 minutes to complete an exam without any idea of what is to be expected of us other than memorize all of the pages that you have been assigned. He also incorporates other types of exams allowing in one 30 minutes, and the other only 45 minutes. Occasionally he will give and essay type of question with only 30 minutes to provide a written answer. To get a grade above average is virtually impossible and no matter what methodology I use in trying to prepare myself for this class I can never get a grade above average. I have contacted this professor and explained to him that as I did with the other Professor, that the classes that I first attended after starting here are conducted do differently and there is an inconsistency in the process of education. In one of the “poor mouth” lectures that have been presented in this class, the presenters actually stopped in the middle of the lecture as if they were on some kind of Hollywood movie set and did a retake in the middle of the lecture. This was such bad taste to present to a student, who is under the impression that [redacted] is going to provided a quality education. The student loans that are provided for students to attend this college are very expensive and to tout that the students are receiving a quality education is a totally lie and misrepresentation of what they advertise on the Internet, by phone and the Recruiters who dupe students into coming into the online classes. I believe that I have been lied to and the quality education that I was first receiving in the early portion of my educational career here at this school has taken an totally 180 degree turn and has now turned into not a teaching curriculum but a self taught curriculum. This is not consistent with my beginnings. I have requested in my formal complaint and appeal with the school a complete written response to my complaint and appeal: outlining and giving a written response to every allegation that I have alleged against them. I am not going to settle for a blanket poor mouth response with just simply saying that the appeal for my grade has been denied. Further I would like a refund for the history class that I am currently in as I am not being taught, but I am teaching myself in between the deluge of assignments that I have been given to complete on top of the ungodly amount of reading that has been required. Due to the conditions as cited above for my Psychology Class, I would like have my grade amended to an “A” because of the problems that arose during the exam and because of the proof that was submitted to the Department Chair for consideration. I am including in this complaint the numerous letter and correspondences that I both sent and received from the Liberty University Online with regard to my complaints and issues that were raised. 1. The first of my complaints went to my Psychology Professor, [redacted], who after I outline to him my concerns that I had with his teaching method and the problems that I incurred in his class, this was his response to me. Professor [redacted], I hope that you are having a Supremely Excellent day. Last week was certainly harrowing for me and perhaps for some of the other students in the class as well. It is truly amazing to me when I sit and think about how different students who are attending online classes are treated vs. the students who are on campus. We are not even considered to be placed on the Dean's List at Liberty just for an example. I have participated in both settings and the students who sit in the classroom seem to be given more (shall I say, grace) than those who are online. I don't know if it is because we are online and not interfacing with the instructors or not; and because we are sitting at home and have the opportunity to study online or what? I have yet to figure it out. But I can honestly say from experience that online students are treated totally different than those who attend on campus and my experience is not limited to only one school. Last night I seriously thought about dropping out of Liberty after taking the exam which for the first time was administered through a program that I have never seen in my life, nor ever heard of. You suggested that the exam be taken through Fire Fox, but I couldn't download it into my system since I installed windows 8, I have had nothing but problems with my lap top. And last week I poured over and over the material through the "Learn Smart" program spending hours and hours of both reading and practicing in that program. I got a 76% on my exam? The Learn Smart program is something totally new to me. I am 60 years old, I am a conventional student and I am a visual learner. The program of Learn Smart to me is anything but user friendly and all of the interaction that I had with that program and the questions on the exam were in my opinion nowhere close to what I had studied and meticulously prepared for. And to top it off to be given only 1.25 hours 75 minutes to take a 50 question exam with 4 intricate, technical, chapters covering a subject as complex as the brain and its function, structure, the history and theories of Psychology; I was totally mystified! In every class that I have been in since attending Liberty, the instructor has allowed no less than 90 minutes and in the last class that I was in, the instructor allowed 1 hour and 45 minutes. I think to only allow 75 minutes for an exam that has 50 questions with print that requires magnification, material as complex as of all things the human brain, and to expose students for the first time to a program that we (I) have never heard of is not fair at all, even with open book and notes. It takes time to navigate the system, look up notes, flip through pages, read small print and answer questions that are as foreign to me as the Russian language. I have been an honor student since attending Liberty. I work hard, I study hard and I take this educational venture very seriously. I work sometimes 40-50 hours a week, I work midnights, I have family matters going on which require my attention and sometimes I am unable to sleep because I am studying, and still go to work. As an online student I am only asking for a fighting chance, to be looked as equal to the on campus students. "Know that I am praying for you weekly" is how you end your notes to us; is it possible that the Lord can move upon your heart and allow more time for the Exams, at least 90 minutes minimum? Thank you for taking the time to hear the cry of one of your students and may the Lord bless you with a Supremely Excellent week. Sincerely Yours, [redacted] The following is his response to my concerns. Dear [redacted], Thank you for your email. It was very touching and I was glad to see you sharing so much. I am happy to have you in the class and look forward to your completion. Blessings, Professor [redacted] '08 Adjunct Professor Psychology Department LIBERTY UNIVERSITY Liberty University | Training Champions for Christ since 1971 2. This is another letter that I sent to the university regarding the beginning issues as I started HIUS 221. To Whom it May Concern: I am a student at Liberty University and I am currently participating in the Online segment. I live in [redacted], AZ; otherwise I would be in your classroom instead of your online classes. I am pursuing a degree in Psychology and I have an elective that I must complete in my pursuit. The elective class which is mandatory for my degree is HIUS 221 and it is being facilitated by Professor [redacted], who though he states on his faculty profile that he is teaching History, I submit to you that he is in my opinion doing nothing more than facilitating an online forum. I have written to him with concerns as to what he is expecting of his students; who are online. I told him that what he is asking of his students, the very text book that he is using for class has different recommendations for studying and learning history. I am now in week # 4 of his class and I am sorely disappointed in how this class is going. Professor [redacted] is requiring us to read two chapters from the history text book, he is providing no outline for the class as to what he is requiring of the students, no study guide whatsoever, and then he administers three exams at the end of each week. In the very history text book that we are studying: it states that history is something that "takes time to learn" and if a student is studying for an exam, it takes at least two weeks to study for that exam. We only have one week to read the text chapters and during the exams he gives minimal time to complete each exam. In one exam he asks 36 questions, and only allows 45 minutes to complete the exam. He gives to us a written Essay which he only allows twenty-minutes to complete and he gives us another segment in which he asks about the documents that were spoken of in the weeks assignment. I would like to know how in the world does he expect us to read two chapters of history, in one week and be tested on it (even though it is open book) and actually expect to get a decent score? The only way that I believe anyone can get a decent score is to memorize every word in each chapter and be able to access it at will. This is certainly unfair and I believe that this method of facilitation only sets students up for failure. I am not certain if you condone this kind of non-teaching, but it certainly has to be looked at. When I brought this to the professor's attention, the only suggestion that he could make to me was to drop the class. Is this how you instruct your professors to respond to the concerns of a student? What makes this even more irritating is, I like History but this class is terribly facilitated. The only piece of information that he has contributed to this class personally other than slides, Power Point lectures, and his assignment announcements is: That the "S" in Harry S Truman's name has no significance; what has that to do with Colonialism and the American Revolution? I have been attending this school for about two years and the last two classes are so vastly different than the Biblical classes that I first stated attending. What this professor is doing with this class and what this school is allowing him to do is criminal in itself because it is fraudulent to say that he is teaching a class when in reality he is only facilitating an online platform. In reality we are only teaching ourselves and this is not what I came to this school to do - teach myself. I am so disappointed and disillusioned with the way this has gone. Is this the way you treat your Online student population? Respectfully Yours, [redacted]. Student # [redacted] 3. This is the formal letter that I sent to the Department Head of the Psychology Department and to the facility. July 8, 2013 To Whom It May Concern: To the honorable and distinguished members of this Department and faculty, I am writing to you with regard to the "nightmarish" process, that as recent as yesterday I underwent at the privilege of Professor [redacted], the facilitator of Psy101 (and I do mean facilitator); a class that I am certain I would have enjoyed much more had there been more structure provided on his behalf and not "McGraw Hill Connect" a software program in which things were made quite easy for him. After graduating from [redacted], I vowed that I would never go back to school again and if by chance I should do it, I would never seek an online degree. Attending [redacted] was a sheer nightmare. However while on my computer one evening, I had just finished prayer, and across the screen of my monitor came an advertisement for Liberty University. The advertisement said “be a Psychologist.” In my prayer, I was seeking what God’s direction was for me because I am tired of Law Enforcement. I had no idea what Liberty University was, I thought it to be because Liberty was in the name and it advertised something about Veterans, that it was something exclusively for Veterans. I was not convinced that this was the way that the Lord wanted me to go, so I continued to wait and search the internet for Universities that had a Psychology Degreed program. Finally I entered the information that was required to get a response from the Universities that were listed. A few days later my E-mail was inundated with all kinds of advertisements for me to attend this school and that school. I received over 50 phone calls from schools as well. I was so overwhelmed with the advertising and recruiting process that it caused me to have flash backs to the days when I attended [redacted]. The same thing happened at that time before I made up my mind to attend that school. As I slowly filtered through all of the many recruitment adds and Internet E-mails. I decided that I was not going to attend any college at all. The one resounding fact echoed in my ears was that these schools only want your money and that there are no reputable schools. Then a couple of days later I received a call from a Liberty University recruiter. He explained to me that he picked up my information from the Internet and was calling to present a plan to complete my education goals. Well, immediately I told him that I was not any longer interested in attending school and that the kind of education I was looking for, I could not get it online because the institutes only wanted a warm body in a seat or sitting at the end of the server of the school and that was it. For some reason he asked if he could put me on hold for a moment and I told him yes. While I was on hold the advertisement for Liberty began to explain that you are a Christian School, founded by Jerry Fallwell in 1971 and was seeking to help individuals fulfill the great commission of Christ. When the young man came back to the phone, I asked if what I was hearing while on hold was associated with your school and he said yes, Liberty University is a Christian school, one of the largest in the country. I had before this day made up my mind to attend [redacted] University, which is already in [redacted] where I live. But after talking to the young man and learning all that your school offers – I took a chance. After he explained to me what your school offered and the main objective was to make “Champions for Christ” I was sold and began to put together my academic program. Now I know that no school is perfect and upon entry to your school I did run into a couple of minor glitches that would have been otherwise annoying; but because this was a Christian School I was willing to allow the mistakes and work with your staff through them. Before long I was in and attending my first Biblical Studies class. I was impressed with the Professors that I had online. I felt that I was not just a warm body sitting in a chair at the end of your server system. For the most part each Professor made me feel like I was a student and they did in-fact want to teach me and it showed they wanted me to learn. They presented the learning material with lectures, slides, videos and most of all outlines of what they were specifically expecting me to learn and be required to prove that I have learned it. Well as you can see by my grade point average I did quite well at their facilitation and instruction; but more than that their teaching. I believed as I continued that this was the place that the Lord wanted me to pursue a degree in Psychology, with an emphasis on Christian Counseling. But since starting in the actual core classes of my degree I am not so sure. The Psychology 101 class, though I was excited to enter into this class, it quickly became apparent to me that this was going to be a class in which we (the students) were to be deluged with huge amounts of reading, lectures, Discussion Boards, and other peripheral assignments with very little involvement from the Professors unless you contacted them (which is typical of most online institutions). As it was in the beginning of my education here, I thought that the Professor would follow the same protocol with assignments, outlines, and a clear indication of what was to be expected as far as exams were concerned – at least pin-pointing the most important material that we were expected to know to learn. This did not happen in my Psychology class and it appears that the instructor for my History class both attended the same graduate school. First of all the Professor who instructed the Psychology class not one time did he present any feed-back to me as a students on my work that was submitted for grading, no comments on if what was written was enough, did it capture the essence of the lesson that week or what it deficient and lacked material or substance. Not one time did the professor take the time to advise on the Exam’s that were given as to what key information to meeting his requirement. No, instead he assigned us reading assignments containing approximately 80 pages of reading per week and in the second week administering an Exam, allowing notes and open book but only giving 75 minutes to complete each exam. In that non-exam week he required a Discussion Board, and two replies to other students postings. I wrote to him and explained that we are students who attend this school, yes, online, but we are also online because we have other obligations to attend, not to mention the fact that there are no satellite locations where I live. I explained to him that it was not fair to give us the reading assignments containing over 80 pages per week, one hundred and sixty pages every two weeks and the second week administering an exam in which only one hour and fifteen minutes were going to be allowed; to filter through the notes from lectures, and video’s and the text book itself and tell us to okay have at it. I told him that you might as well require us to memorize the reading word for word and access it through our brain like a computer. Unless someone has a photographic memory, no one would be able to memorize and access all the information that was required in that class – unless they had help from other people who were available come Exam time. And maybe this is what happens with some online students, but not with me. During the class the instructor even demonstrated himself to be out of touch with the student body because for the most part throughout the entire semester the curriculum was indicating the wrong dates; which to me proved that he really did not care about what kind of material he was presenting; nor what kind of impression he was leaving for his students. I wrote to him about it and he said something to the affect “Oh, yeah just ignore those dates.” Then shortly thereafter in one of his announcements he mentioned something about disregarding the dates that were indicated in the Syllabus and online. This to me is no way to set an example for your students, that you cannot even take the time and correct the glaring errors that were plaguing the semester. Then on one assignment he announced that we were to write a certain Discussion Board, but he did not correct it on the announcement. He sent the assignment through the Liberty E-mail account and I suppose that only two of us in his class actually wrote on the assignments because I saw no one else who followed the instructions on the assignment. No feedback was given to me even though I did complete the assignment along with the regular assignment. Then in another E-mail he indicated that he was going to give us ninety minutes to complete an exam (this was on the E-mail announcement) but that never materialized. The Exams continued to be only seventy-five minutes. And on another assignment he told us to read our assignments through to chapter 15; well there was no chapter 15 in this particular book. All during the class we were to use a software program called “McGraw Hill Connect” and work out our assignments. The assignments were okay but I saw absolutely no redeeming value in the rest of the program because the material that we were exposed to did not help me in the least as far as preparations for any of the exams were concerned. The exercises used required us to fill in the blank of certain bits of information or multiple choice or actual multiple choices to be chosen. The program in my estimation was not useful to me at all when it came to the actual exams. The only thing that it did accomplish was to fill our week with more work so that we could be graded on it. He gave us not tips on how to use or navigate the software and if he expected us to find out how to learn the software on our own time, well, there was not time to devote to learning the software. Speaking of software, on the third Exam, there was a technical problem for the third consecutive week, in which Liberty University’s server was malfunctioning. I spent over 30 minutes on hold while trying to take an Exam that had all but froze, causing the questions on the exam to move after clicking them to move, taking almost up to 3 minutes. This went on for about 30 minutes, so by the time the technical department got the matter corrected, I had to speed through the exam and do the best that I could. When I made this matter known to my Professor, he wrote back telling me that he was sorry and that I need to call the web site – meaning McGraw Hill. Well McGraw Hill was not the issue that night. I was taking my exam through the Liberty University server. He totally ignored my concerns. I am an online student who works full time, I, like many students online have family obligations, school, homework, family emergencies, and financial obligations and believe it or not I require sleep and the like – who has the time to spend learning how to use another kind of software? It seems that the online students who could very well be the bread and butter of this university if not now certainly later as more and more people seek education over the Internet; it is as if we are really the “throw away step children” of this university, but not only this university but most universities that seem to be interested in only the dollars that are generated by that particular student body. I one time called and asked why online students are not included on the “Dean’s List for academic excellence?” The academic advisor whom I spoke with said to me that the online students are not included on the list but only the on campus students. Wow! Are you kidding me? You can only imagine how I felt then? 1. Something needs to be done about the Professor’s in activity with the students in this class, and in any other classes. He for the entire semester could not get the announcements with the right dates for the class correct. 2. The fact that he was asking us to read a chapter in the book that did not even exist. 3. Finally turning a deaf ear to the concerns that I voiced to him and certainly because he did not take the time to read what I had related to him, and that he thought I was talking about the server to McGraw Hill Connect and not Liberty University; in which I even sent him the trouble ticket from Liberty with in the E-mail. 4. There needs to be an adjustment to the curriculum in the Psychology 101 class, and any other classes which only allow a short amount of time for students to complete an open book quiz/exam where there is no outline, or indication of what is going to be expected on the exams taken in that class. . 5. Reading assignment which contains over 160 pages of reading and on exam day just tell the students to “go for it” not having an outline or study guide of what is to be expected of the student to focus mainly on has to be reconsidered. 6. The Professors need to be also held accountable for each and every assignment that is given and that the students complete; and each assignment should be given with a grade and feed-back as to what the student did and did not do; as students gauge their continued progress in class and depend on the Professor’s to advise them – teach them. (I do not even think that I was given any credit for the two sets of Discussion Boards that were asked). Respectfully, [redacted] The response that I received was to file a formal complaint, which I did. Below is another complaint that I voiced to the Professor in my Psychology class with respect to the technical problem I had with the third and final exam. Instead of him considering that fact that it was the schools server that I was having problems with, he directed me to the web site of McGraw Hill Connect. I told him and the school in my appeal that this was not the server that I was going through; but rather the University’s server. This is a copy of the e-mail that I was sent when I sent the Professor information about the problem that I had on the night that I took the exam and scored only 66%. He cared not to even notice that I was speaking about the Liberty University server and technical department even though I sent him a copy of the Trouble Ticket that I received. This was the Professor’s response to my complaint. To: M [redacted] Dear [redacted], I am sorry to hear that you had so many technical issues. Have you contacted mcgraw hill , the creators of the course. Maybe they can help you more. Blessings, Professor [redacted] '08 Adjunct Professor Psychology Department LIBERTY UNIVERSITY Liberty University | Training Champions for Christ since 1971 Below is the response that I got from the Professor when I informed him that the dates were off on the assignments and that it was confusing for me to follow. To: M [redacted] Dear [redacted], Sorry for the confusion. An old announcement was sent out. Just follow the module included under course content to see what is due. Blessings, Professor [redacted] '08 Adjunct Professor Psychology Department LIBERTY UNIVERSITY Liberty University | Training Champions for Christ since 1971 Below is the E-mail that I sent to the Professor regarding the glitch that I experienced during the 3rd exam with the attached trouble ticket, which I received from the IT Department of the University? He referred me to the McGraw Hill Connect web site. Professor [redacted], This has by far been the worst semester that I have experienced with this school. Last night was for the second week in a row was plagued with technical issues. During the Exam there was a problem with the web site moving from question to question. It took anywhere from one to two minutes for each question to change to the next question. This went on for several minutes during the Exam. I waited on hold for several minutes, over 30 minutes for technical assistance. I was given a call number to indicate that there were issues with the exam and Black Board. I was forced to rush through the questions and the results of this Exam have been the absolute worst that I have done since attending this school. I have included the call information sent to my mail box: [redacted] is the technician. I am seriously thinking about dropping out of Liberty University. HelpDesk Notification ________________________________________ Call ID Number: [redacted] You recently contacted the Liberty IT HelpDesk for assistance. Please take a moment to let us know about your experience so that we may improve our services. NOTE: If the survey link takes you to the Liberty HelpDesk page, please log in at the top right of the page and return to this email and click the survey link again. Click here to take the survey You may also search our Ask L.U.K.E. Knowledgebase for answers to common questions HERE Thank you for contacting the Liberty IT HelpDesk. Liberty University Information Technology ###-###-#### Liberty University | Training Champions for Christ since 1971 Sincerly Yours, [redacted] Below you will find the dual assignment that was requested of us from Professor [redacted] and again there is no feedback, no indication of a grade for this assignment and it appears that there was only one other student that did this particular assignment. Though it is Professor [redacted]’s name on it – it appears to be sent from another email location. It is also in this assignment the Professor assigns a reading assignment with an extra chapter, chapter 15 but there is no chapter 15 in the textbook. This is indicative that the Professor was repeatedly out of touch with the online students and this is a consistent experience that I have had since completing my Biblical Classes. Dear Psyc 101 Students, Welcome to week six! Upon successful completion of this module, you will be able to: • Distinguish between a psycho-physiological illness and hypochondriasis. • Describe the effect of stress on immune system functioning. • Define personality. • Describe some of the ways psychologists have attempted to compile a list of basic. You have two graded assignments this week. You will need to study chapters 13 and 15 in your text. 1. Discussion board. Discussion Board Forum 4: Topic: Researchers have found that, compared with men, women are twice as likely to develop serious depression. Utilize the material from your text to hypothesize why this may occur. Make sure you use research or established theoretical formations to support your position. Please proceed later in the announcement to see the grading rubric for this assignment. Your thread is due by 11:59 p.m. (ET) on Friday, and your two replies are due by 11:59 p.m. (ET) on Monday. 2. Quiz. This quiz covers Module/Week 6. Begin this quiz only when you are prepared to complete it. You are allowed to refer to your notes and textbooks at any time during the assessment, but understand that you will have just one hour and thirty minutes to choose the correct answers to twenty-five questions. If you go over the time limit, you may still finish the quiz, but I will be alerted to your total completion time and there will be a penalty for anything over 15 minutes. Please note that you should not hit the BACK button on your browser while testing because this will lock you out. Should you encounter any technical problems during the quiz, please contact the computer help desk. This assignment must be completed by 11:59 p.m. (ET) on Monday. Do not attempt to take this quiz twice, please complete the quiz in one sitting if you start the quiz and attempt to come back and take it again you will not be able to. Also, please take the time to study the material and be prepared! Open book does not mean the test will be easy. As some of you may be aware Blackboard has a tendency to be very slow on Monday evenings, if at all possible I would recommend you submit your quiz earlier in the week if possible. Please let me know if you have any questions or concerns. Blessings to you, Professor [redacted] DISCUSSION BOARD GRADING RUBRIC Forum 1, 2, and 4 4. Concerning the History class that I am now in the 6th week, I sent a letter to him citing a piece that was written by the author of the textbook in the student recommendation section. After pouring out my heart to the instructor, the only response that he could give to me was to drop the class. This is suppose to be the number one Christian Online College in the United States, and the best advice that this Professor could give to me what to “drop the class?” He offered no other alternative to me completing the class, not tutoring, no extra advice on how to prepare for his classes, or what I could expect from him – just only to drop the class. This is not the sentiment of a first rate college or university, which desires to “Train Champions for Christ.” Greetings Professor [redacted], I trust that this communique' will find you in the greatest state of the Spirit of the Lord. I am writing this letter to you because I would like to express a concern of mine regarding the Exam process that you have in your class. I was reading in our history text book and I am going to quote what is said on page xix : (3) "History takes time - to happen, and to learn. History is nothing more or less than how people deal with each other (again, it's a story). But like any richly detailed story, it can take time to absorb. Therefore: Spread your studying. If you have three hours of reading to do, do it over three days for an hour a day. If you have a test coming up, give yourself two weeks to study, allocating a half hour each day. You'll learn more easily; you'll retain more. And you will have a better chance to retain the story". Professor this is what was recommended and written in the text book by the author in the "A Note to Students: Tips for Studying History. Since coming to this school up until this class and the last class that I am now finishing up as this is the final week. I have had a 4.0 average. I have been wondering why I have done so well up until now and it finally dawned on me. The first portion of my classes, were all related to Biblical Studies, I have been studying the word for years. From here on out I am going to be involved in other core classes that I absolutely know nothing about; and at the rate that I am going, I will continue to not learn much in my classes because we are not given enough time to learn just only gloss over the material and move on. Why? Online students do not get the same kind of quality teaching that students get who attend campus classes. It is a given and it has now been truly proven. There is no way that I can (and I am sure that I am not speaking for myself only) learn this history, be tested on this material and pass these classes without some kind of study guide or outline to at least know what your primary concerns are as an instructor; or allow us more time to prepare. To tell me to read 2 chapters and then to be tested on it each and every week, and not know what you are going to test me on, other than saying memorize the entire two chapters verbatim and hope for the best is not fair at all. It is not fair to any of the students. Now I don't know what the rest of the students are doing in your class, maybe they are doing well and maybe they are not. I can only hope that they are doing better than me. And when the very text book that we are reading says that you need at least two weeks to study and pass a test or quiz or exam, how is it that we are expected to do otherwise? You could at least prepare a study guide and give us an idea of what your quiz is going to be about. Some of these questions that are on these exams, some of the material that is being asked, how can anyone know that this is what is going to be asked? Again you might as well just tell us to memorize the entire 2 chapters! And with the glitches that occur during the time that these quizzes are being administered and the time limit that is given to take these quizzes is ridiculous. For the third time in three weeks consecutively there have been glitches with this online Internet site. The problems take up valuable time when you are taking a quiz. No one seems to care about the problems that we encounter in this school as far as the online students. It seems to me that the only thing that is really given any concern to the online students is to make sure that "financial check in is completed" before certain days. But when there is a problem with the system during an exam, or if a student has a complaint about the unfairness of the exam process, no one seems to care. I doubt that you even really care what I am relating to you even now because next week we will still get only 45 minutes to answer these long and confusing questions, which in itself require time to read and think about. Secondly looking up the answers to these questions takes time to do also. And when you have to work full time and take care of family, take care of personal business and all other matters that come up in your life, the pressure that accompanies these courses from here on out are very stressful. If you have gotten this far in this letter, thank you for taking the time out of your busy day to read my concerns. I only hope that there is something that you can and will do about it and that my concerns are not falling on deaf ears. Have a supremely excellent day. In Christ's Love, [redacted] 5. Here was his most humble and professional advice. [redacted], I appreciate your concern. Unfortunately I have no control over the content or extent of the quizzes otherwise I would do something in regards to your concerns. I would suggest that if you believe you do not have enough time to devote to this course that you consider withdrawing. [redacted] Instructor College of General Studies ###-###-#### (cell) Liberty University | Training Champions for Christ since 1971 tis, Your grade appeal request for PSYC101-B09 has not been approved at this time. Please see below for more information. Decision rationale from your Online Chair: Each aspect of this complaint and appeal has been carefully considered. Aspects such as the allotted time on exams and the Connect program used in this course are not within the instructor's jurisdiction to modify. After a thorough review of all relevant documents and communication between instructor and student, the appeal to change the final grade to an "A" is denied. There is not enough evidence to indicate that Mr. [redacted]’s Exam 3 grade should be averaged. Further, all discussion board scores were posted and have already been included in the final grade. In accordance with the Liberty University Online grade appeal policies, you have the right to appeal this decision. To do so, you must provide additional information and support for your requested appeal in order for it to be considered past the Online Chair level. If you feel you have additional support (including written communication, documents of proof, or other further evidence that might warrant a reconsideration), please go here to start the appeal process (For security purposes, you will be prompted to login using your Liberty University username and password to access the form). If you have any remaining questions or concerns, please contact [redacted].edu. Thanks, - LUO Advising Team From: [redacted] Sent: Wednesday, July 24, 2013 10:47 PM To: [redacted]@liberty.edu Subject: DENIAL OF GRADE APPEAL To whom It May Concern: With respect to the denial of my grade appeal, and since it was indicated that all of the grades were considered for all assignments; I would like to see the grade that I received on both final Discussion Boards, and with respect to the glitch that occurred during the night that I was taking the third quiz, The evidence which I submitted to the Board, in my opinion was not considered since during the exam the server to the university froze for several minutes. I would like to know what and how the appellate board responded to each item mentioned (as a student of Liberty University, I believe that I am entitled to that) and further I would like to have a written to response to each item that I listed as part of my grievance. To send me a blanket decision without evidence of and a response to each item mentioned, this is not sufficient for me and my attorney. I would like to see in writing a report of the boards response to each issue. Sincerely Yours, [redacted], **.Desired Settlement: That my grade be changed to an "A" because I did earn it. I would also like the issues addressed with respect to the process in which the Professors are instructing and facilitating the classes that they are supposed to be teaching. I would like a refund for the class that I just took at Liberty online HIUS 101 because I was not taught anything by this instructor, but only facilitated with information, not the assimilation of the information. Finally I would like for the university to consider the hard work that the online students do put into these classes and when they are eligible for the Dean's list, then we should not be discriminated against and not be included on it.

Business

Response:

RE: Revdex.com ID – [redacted] Dear Ms. [redacted], We are in receipt of your notice dated July 30, 2013 regarding the complaint number referred to above. This individual’s dispute contains many details that we cannot respond to without violating FERPA (Family Educational Rights and Privacy Act) regulations. Liberty University will be happy to provide a more detailed response, if required, as soon as the student provides the necessary authorization to respond in detail. Liberty University Online’s published grade appeal policy is available online under “Academic Policies” (www.[redacted]) which clearly describes the process to appeal and submit supporting documentation for the appeal. Step one is the appeal to the Online Chair for the applicable department. Step two, if not satisfied with the appeal decision by the Online Chair, is to submit an additional appeal with additional supporting documentation to the Department’s Associate Dean. The last step in the appeal process, if not satisfied with the Associate Dean’s decision, is to submit an appeal and additional supporting documentation to the Department Dean who will make a final decision on the appeal. Liberty University Online undergraduate students are indeed eligible for inclusion on the Dean’s List, however they must maintain full-time enrollment each semester and earn a GPA of at least 3.5 during the semester to be included during that semester. Academic Advising is in receipt of the student’s formal complaint form regarding the HIUS 221 course, received on July24, 2013, and has submitted this form to the College of General Studies for review. The College of General Studies confirmed receipt the complaint form on July 24, 2013. A review of the complaint is forthcoming. The Financial Aid office takes seriously suggestions of legal action, as mentioned in the student’s complaint, and has consulted with the University’s Office of Legal Affairs in preparing this response to you. For students who threaten legal action or involve an attorney, our standard protocol is to require that all future communications be in writing until the dispute is resolved. Liberty University has communicated in detail with the student regarding this response. Sincerely, [redacted] Director, Student Advocate Office Liberty University Online cc: Office of Legal Affairs

Consumer

Response:

I have reviewed the response offer 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.This business requested from me further evidence of my complaint, if they cannot see the validity of my complaint through the information that has already been given to them, then they will never see it! The most recent response that I received from them will only amount to a paper chase and this will be taken up with my lawyer. I reject their response, their request for more evidence and I have taken the matter up with my attorney and the Department of Education. Regards,[redacted]

Review: I have been trying to resolve a billing and grade dispute since July and I have been going in circles. The last time I contacted the instructor I asked her to verify information concerning last day of attendance but I got no response.

Every time I contact LUO I am asked to contact the instructor, who asked me to contact the registrar department.

I have a balance on my account and I have a grade that I think is inaccurate.

If the grade or balance is correct why am I going in circles. Why important information has not been provided to me? Why have no one help me solve this issues.Desired Settlement: Important documents need to provided in a timely matter to help resolve the issue with the balance.

Business

Response:

We are in receipt of your notice dated October 27,

2014 regarding the complaint ID referred to above. In the complaint, the

student states they have been trying to resolve a billing and grading dispute

since July 2014. The complainant is also disputing Liberty’s record of the last

date of attendance and states documents requested regarding the last date of

attendance have not been provided.

Liberty records show the student was accepted to

the University’s online program on June 3, 2013, in pursuit of a Bachelor of

Science in Accounting. The complainant enrolled in two courses, [redacted] and [redacted], in the summer 2014 semester with a course start date of June 23,

2014.

Liberty University’s Attendance Policy states that

students who attend their course(s) but eventually cease making submissions to

their online course(s) or cease communicating with their professor(s) regarding

course(s) for a period of 21 consecutive days or longer, and do not request a

withdrawal, will be assigned a grade of FN for the courses(s). If a student

receives a FN (Failure for Non-Attendance) in a term, they are subject to the

Unofficial Withdrawal procedure that includes a reduction and/or return of all

Financial Aid. Students are fully responsible for all resulting charges on the

account. Students are provided this policy notification one week prior to the

start date of each course.

The summer course dates were for the complainant

was June 23, 2014 to August 15, 2014. The recorded last date of attendance for [redacted] was July 20, 2014 and [redacted] was July 13, 2014, each exceeded 21

days of non-attendance. As a result, a grade of FN was issued on both courses

and the Unofficial Withdrawal process was completed. As a result, the unearned portion of aid,

$1,195 in Federal Stafford Subsidized loan, was returned to the Department of

Education.

It is important to note the student contacted the

Student Advocate Office regarding this issue and a response was provided on

October 2, 2014. Upon review of information, email correspondence between the

student, professor and the Registrar office, the Advocate was able to verify it

was beyond the deadline date to submit a grade appeal. Grade appeals must be

submitted within 30 days from the course end date, which would have been

September 15, 2014. Additional course submission through a secondary resource

was also reviewed and it has been determined the FN is still valid. The student

went from the last submission though Blackboard on July 13, 2014 to submission

through the secondary source on August 11, 2014, this still exceeded 21

consecutive days of no activity. Results of the review were conveyed to the

student on October 3, 2014.

In regard to the complainant’s claim that the grade

of FN is incorrect, Liberty has researched the attendance records and course

submissions, through Blackboard and the secondary source, to determine if the

grade of FN is correct. It has been determined the FN is valid and will hold.

It is unclear what documents the student mentions in the complaint that she has

not received.

Consumer

Response:

After reviewing LUO response I have come to the conclusion that no matter what the students will always have to go an extra mile to prove themselves. Since 2014 of July I have been questioning the submission of the grade that was submitted for me before the end of the summer term. The information that was given to me was in accurate and the information concerning a grade dispute wasn't mention until after the deadline for the grade submission. This information should be noted in the students records. Yes I understand the Attendance Policy concerning the FN, but I don't think it is accurate. I contacted [redacted] today and was told that the instructor have the authority to manipulate the report if needed to. The only thing that can be done to verify the actually dates of attendance is to asked the instructed to adjust the end date. Im requesting to gain access to [redacted] to verify that the report that instructor generate is correct. To gain access the instructor have to adjust the end date so I can access the attendance records. P.SJust seem strange that certain assignment that I worked on and submitted was not on the report. I dont mind taking care of the balance and moving forward, but I need proof that what the instructor provided is accurate. Thanks in advance!

Business

Response:

We are currently reviewing the student's access and work submitted in the [redacted] software program once more to verify that the FN earned in [redacted] is in fact valid. We will contact the student via their Liberty University webmail account with further information on the findings and directions in regards to what she would need to do in order to access her [redacted] coursework.

Consumer

Response:

I have reviewed the response offer 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.ThI'm not pleased with LUO taking their time granting me access to review [redacted]. I would like for this issue to be taken care of by the end of this month. What is so hard about granting me access to [redacted] to verify that the instructor accurate input the correct date. After speaking with tech support from [redacted] I was told to verify dates I would have to have access for the class and it would have to be granted by the instructor. I was also advise that the instructor can delete submission but I would be able to view these changes. This is a simple fix for everybody, grant me access to the [redacted] and the account would be resolved if I'm responsible.

Regards,

Business

Response:

The student has been granted access to her work in [redacted]. No submissions were deleted by the professor. The fact remains that the student failed to maintain attendance in the course and thus rightfully earned a grade of FN in accordance with university policy.

Consumer

Response:

I don beleive that he instructor deleted assignment that were submitted and I am not please how a so call christian school stand by this type of behavior.

I have reviewed the response offer 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.

Regards,

Review: Since September of 2013 I have tried to communicate and work with Liberty University on correcting a debt that was stated owed under my husbands name [redacted]. I am authorized to communicate and discuss my husbands account with them just for FYI. The whole issue is that basically denying that the school made any errors and refusing to follow up. I have proven to the school with bank statements, statements from the military TA, [redacted], and [redacted] loan on all that is owed. Anything owed is being cared for by financial aid of [redacted] and military TA for failed classes. Liberty is stating that my husband owes $4,857 for spring financial aid that was supposedly sent to us via [redacted] program. We have checked with [redacted] and no funds were sent and the account is at a balance of zero. Also, [redacted] stated that $4,852 was sent to the school in May 2013, but was returned by Liberty in June 2013 of $4, 852. Continually Liberty is stating others are making errors, but it is hard to dismiss the fact that three different companies are all giving the same response, except Liberty in why it says they have sent disbursement to our account, when no such even occured. All we keep hearing is deal with external collections. The Religent Collection Agency is deal with the school because Liberty is the only one that can retract the amount which is saying we owe. I am now being stonewalled and dismissed. I would like to get this corrected instead being stated that it will be sent to our credit report has negative and owed. With everything a zero balance is owed. Liberty should review their records and correct. Thanks

Business

Response:

January 28,

2014

RE: Revdex.com ID –

Dear Ms.

[redacted],

We are in

receipt of your notice dated January 21, 2014 regarding the complaint referred

to above. The complaint addresses an

account balance that has been referred to a third-party collection agency. The complainant, who is not a student at

Liberty University, but filing on behalf of her spouse, states that the charges

were appealed and that the University refuses to remove the charges or

follow-up and does not acknowledge that an error has been committed.

Liberty

University has partnered with [redacted], Inc. a banking institution through

which the school processes student refunds.

[redacted] is a third-party institution, and thus Liberty does not have

access to their records once refunds are released into their care. Students set up their account with [redacted]

and can either receive their refunds into an account managed by [redacted] or

they can have the funds transferred to their personal banking institution.

Along the

same lines, educational aid paid to Liberty University by any of the U.S. Military branches are disbursed to Liberty to

pay for courses being taken by eligible military personnel. Military personnel are well aware of the

effect of failing their classes will have on the aid they received for those

classes. Liberty University is a

third-party servicer who provides the education and rightfully deserves to be

paid for the service rendered.

The

complainant stated that loan funds were disbursed to Liberty on behalf of the

student and later returned to the Lender in its entirety. Not mentioned in the

complaint, but relevant to the debt complaint, is that in between the time of the

receipt of the funds and the return of the funds, the University released

refunds to the student’s [redacted] account.

The student is liable for the amount of refunds released to the

student’s [redacted]. Undisputed by Liberty and confirmed by the complainant,

is that 100% of the disbursed funds received were returned to its source.

Additionally,

the student has spoken with Liberty’s Student Account office on several

occasions discussing payment options.

However, the debt remained unpaid.

When account balances remain unresolved, the University is within its

right to place the debt with a collection agency. The student and complainant must contact the

agency directly to make payment arrangements.

The

complaint does not specify a desired settlement, however Liberty University

considers it has sufficiently addressed the complaint. Specific details have

been left out in accordance with FERPA regulations. However, the University has

been in recent communication with the complainant directly and has provided

specific details regarding this debt.

Sincerely,

Liaison/Compliance

Analyst

Office of Financial Aid

Consumer

Response:

I have reviewed the response offer 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.

As stated prior the school is in error about funds. [redacted] and the military are collecting ant and all debts. We have wriitten confirmation from bank statements. [redacted] ine has not recieved any extra funds which r auto sent to bank account, statement from [redacted], and military TA. They continue to threaten our credit, harass my hysbund suring his work hour trying to collect knowing that I am the point of contact. The company chosss to ignore has not given a complete breakdown of times or dates of supposed action. There is also a conplaint made with program the military has about dducational institutions on falsifying information and misuse of a military soldier. I wont be satisified until they can recognize an issue had occured. The school tries to make statements about h agreeing to pay which is a lie. With stident accounts I could never get the same person to talk to. Every since sept I took over to correct. Each wpuld contact my husband via phone or email. I request ni further contact be nade unless the school plans to rectify the situation. I feel the school does not want to iwn an error and intern has opt to send to collections who only perform for the school. The external collection office is stated with no concern for evidence and there to collect a debt. If any issues will have to discuss with school. The school sats nothing is wribg and can not gelp. I hope you can understand my dilema. Thank you

Regards,

Review: I have been taking classes at Liberty Online. Last year I was trying to take classes their and the books were not available from their provider [redacted] direct. I tried several times to drop the classes. I called and sent emails to the instructors explaining that the courses books were not available. I called several times requesting to drop the classes but they would not cooperate with me then or now. I did not start any of the course work. I am now being billed for theses classes that I was unable to take because their book provider did not have the proper course material available. This is not fair. I was not given a chance to even take the classes but now they want to bill me for them. I have the emails I sent to the instructors but did not receive a response. Please help.Desired Settlement: Please remove this balance because I was not able to take the classes at all.

Business

Response:

RE: Revdex.com ID – [redacted] Dear Ms. [redacted], We are in receipt of your notice dated July 26th, 2013 regarding the complaint number referred to above. The student was enrolled in PSHC 210 and MATH 100 for the Summer semester of 2012. The start and end dates for both courses was May 14th – August 17th of 2012. The first assignment that students are required to complete for each and every course is a Course Requirements Checklist. This assignment consists of two questions that’s asks the student if they have read the course syllabus and the course expectations. The required course materials and assignments are listed in the course syllabus and the drop/withdrawal policy is included as a part of the course expectations. The student answered “yes” to the two questions when he completed the assignment on May 15th for both courses. Since the Course Requirements Checklist is an assignment for the course, its completion establishes the student as attending the course. The Withdrawal Policy also explains that a student can drop a course prior to the submission of their first assignment and receive a full refund; “100-percent tuition and fees will be credited if the student withdraws within the first week of class, but before submission of the first assignment (first assignment includes Course Requirements Checklist). The student's request will be processed as a drop.” However, the student did not contact a representative for assistance until after the submission of his first assignment. When attempting to appeal the situation in Summer of 2013, the student provided one email that he sent his MATH 100 professor on May 15, 2012. The student informed the instructor that he could not order the textbooks and would contact the university for assistance. The student called the university on May 15, 2012 about the issue he was having with MATH 100 and was given information about a 17 day free access that he could use and was advised to contact his professor for additional assistance. The student did not contact the university again for over one year. This contact took place on May 29th of 2013 when he contacted the university for assistance obtaining his tax information. in the interim, the student was called by representatives from the university on June 5th and June 23rd of 2012 to check on his progress in his courses. Neither of these calls were answered and there was no option to leave a message. On June 13th and June 20th of 2012, the student was given a grade of FN for PHSC 210 and MATH 100, respectively. When a student does not participate in a course for 21 consecutive days, they are withdrawn from the course with a grade of FN for failure to maintain academic progress. The student last day of attendance for both courses was on May 15th. Per the Withdrawal Policy, “If the student receives all FN's in a sub-term, the student will be subject to the Unofficial Withdrawal Procedure which includes the reduction and/or return of all financial aid.” In the student’s complaint, he mentions that he “tried several times to drop the classes. I called and sent emails to the instructors explaining that the courses books were not available. I called several times requesting to drop the classes but they would not cooperate with me then or now. I did not start any of the course work.” As stated previously, the student attempted to contact the university about the issue with MATH 100 one time on May 15th. He also only provided documentation of one email sent only to his MATH 100 professor. There is no record of the student ever expressing difficulty with his PHSC 210 course either to his professor or any other representative of the university. There are multiple reasons why a student would not have their required course materials in possession on the first day of class. These reasons can include factors that are or are not the student’s fault. In either case, the student is given the opportunity to review the course syllabus and required assignments prior to the start of the course. If they do not have the course materials at the start of the course, they are able to make the decision to drop the course for a full refund prior to the submission of their first assignment. In this specific instance, the student chose to attend the course knowing that he did not have the required materials for either course. By the time that he had contacted the university for assistance he already had already completed an assignment and would no longer be able to drop the course. Following the one email to the professor and the one phone call to the university, the student did not diligently attempt to resolve the issue at the time it was taking place. Because the student did not attempt to resolve the issue during the Summer of 2012, either by withdrawing or seeking further assistance, the FN’s were posted in accordance with policy, his Financial Aid eligibility was recalculated and a portion was returned to the lender, and the student was appropriately charged full tuition and fees. Liberty University has communicated with the student regarding the denial of his appeal and his option to provide additional documentation to support a re-appeal. Sincerely, [redacted] Director, Student Advocate OfficeLiberty University Online

Consumer

Response:

I have reviewed the response offer 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.No resolution has been stated. I was not able to take the classes because the course material was not available.

Review: My complaint is really "I never asked for information, but they keep calling me and when asked to stop, they don' [redacted] Liberty University online courses that I never subscribed to and once I had asked to take me off their list, I continue to get calls. I received approximately 15 calls over the past 3 weeks (mid-November, 2013 through now). After the first couple calls, I had asked to have my # removed from their system but the calls keep coming. On 12/4/13 I received a call from [redacted] representing Liberty University and again asked the same of [redacted] and that not to call me and take my # off their list but when I asked about [redacted] last name, he had hung up. So that last 15 calls were a live person and now today, 12/5/13, I get a recorded call from Liberty University online so now this is getting out of control. It appears that the # that always calls me is ###-###-####. Please stop these people !!!Desired Settlement: Emailing stating that Liberty University online will stop calling me.

Business

Response:

This

customer’s contact information has been removed from our inquiry database. He

should receive no future calls from Liberty University unless future inquiry is

made. If he has further questions, please contact [redacted]

Consumer

Response:

I am rejecting because I just received another email from Liberty and is attached below. They obviously do not care about what the Revdex.com has to say nor do they care what I have to say...however, I have unsubscribed again and will see how long it takes for Liberty to contact me again.

Liberty University Online <[redacted]> Subject: Success is within reach with a degree from Liberty University.

Priority: Normal Date: Friday, December 13, 2013 1:31 PM Size: 18 KB

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(s13) Regards,

Business

Response:

RE: Revdex.com ID – [redacted]

We are in receipt

of your notice dated 13 December, 2013 regarding the complaint number referred

to above.

The university has

removed the email address mentioned in the student’s complaint from our email

lists. If the student receives future email correspondences from the university

we would ask that they contact [redacted] remove any

alternate email address to which emails are sent. [redacted]

Director, Student Advocate

Office

Liberty University

Online

Consumer

Response:

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was frauded by liberty university online. the 6 week courses are not enough time for the course work to be completed. I was not advised by liberty university to take one course at a time. all they care about is getting the tuition. they ripped me off 10000 dollars and cut my financial aid I want a full refund of my tuition money and I wish to file a legal suit against them.Desired Settlement: full refund and file a legal suit against liberty university

Business

Response:

May 15, 2013 Re: Complaint ID [redacted] Dear Ms. [redacted], I am in receipt of your letter dated May 8, 2013 regarding a complaint of one of our students. This individual’s dispute contains many details that we cannot respond to without violating FERPA (Family Rights and Privacy Act) regulations. Liberty University has communicated in detail with the student regarding this complaint and will await the receipt of the authorization to release additional information. However, we have reviewed this situation and can attest to having applied accurately the institutional and federal policies in this case. At Liberty University, students apply and are accepted into the program of their choice. Advisors are on hand to assist with information and registration needs. Advisors do not arbitrarily register students for courses. Advisors can assist with program requirements and can assist students with questions regarding future coursework. For federal aid eligibility purposes, students choose to enroll at least half-time. It is a student’s choice to enroll in only one 3 credit course at a time or two courses at a time. Advisors explain to students who request assistance registering for courses that enrolling in one class at a time delays loan disbursement until the federally required ‘half-time’ enrollment status is met. Depending on the student’s need, they make their selection for enrollment. It is common for students to register themselves through their personal account web-registration after the first semester. Liberty’s online program offers sub-terms within each semester. They are listed as A, B, C or D sub-terms. The A sub-term is the longest spanning the full 17 weeks of the semester. Each B, C and D sub-term is 8 weeks in length with one week in between the first sub-term (B sub-term) and the second sub-term (D sub-term) of the semester. This is true for both Fall and Spring semesters which encompass 4-5 months in length. The summer, being only 3 months in length, has overlapping sub-terms for a period of two weeks. The C sub-term overlaps both B and D sub-terms. There are no sub-terms at Liberty that are shorter than the 8-week format. Most graduate level programs require students to successfully complete courses with grades of A or B which results in maintaining a 3.0 GPA or higher. Some programs allow up to two grades of C throughout the entire program, and grades of D (with the exception of some seminary programs) and F are not acceptable for any programs. Students who have previously earned grades of D (with the exception of some seminary programs) or F must either repeat the course with grades of B or higher in order to boost the GPA back up to the program required level. It is the student’s responsibility for successfully completing the courses attempted and maintaining the required GPA for their program. The University defines “successful completion” of coursework to include not only an acceptable passing grade, but a passing grade that meets or exceeds the student’s chosen program requirements. In a case where academic warning and probation are concerned, the goal should be to exceed program requirements so as to bring the cumulative GPA back to required levels. Courses are not considered “successfully completed” if a passing grade of C is earned but an A or B was required for cumulative GPA purposes. In fact, recent guidance from the U.S. Department of Education, for Title IV purposes, now has more stringent academic standards for students experiencing progression difficulties in their program. The costs for tuition, fees, book and supplies are not reimbursed as a result of a student’s inability to successfully pass required coursework. According to federal regulations, students must make Satisfactory Academic Progress in order to continue receiving federal aid in the form of grants and loans. Financial aid suspension occurs when satisfactory academic progress is not maintained. All students’ academic progress is evaluated equitably at the end of each semester. Students who do not make Satisfactory Academic Progress following their first semester of enrollment are placed on Financial Aid Suspension Warning. If the academic progress does not meet federal regulations students can suspended from Financial Aid eligibility. Federal regulations provide an appeal format giving students an opportunity to explain their situation and, in conjunction with satisfactory documentation, can re-establish federal aid eligibility. At Liberty University, Financial Aid Suspension affects both institutional and federal aid eligibility. We trust this response satisfies your requirements for the filed complaint. Sincerely, [redacted] Director, Student Advocate Office Liberty University Online

Consumer

Response:

this is a lot of baloney. now you see that liberty university has something to hide or they would disclose all the information necessary to resolve this case. I am very sorry I got involved with liberty university not only are they liars but thieves. someone has to blow the whistle on them and it may as well be me [redacted]

Review: I was notified in the Fall semester that I had a balance of $195.15 to be paid to Liberty University. On December 10, 2014, Liberty University posted my payment of $195.15 on my account which left a balance of $0. According to the next email I received from the school dated 12/29/14, I was sent a reminder that I still owed $195.15. I notified the school that this bill had been paid and posted to my account but those in the student accounts office acted like they were not aware of the payment, even though it was posted on my account received and credited.

I contacted the accounts office again today, January 8, 2015 to see why I still have a hold on my account for a balance that I have paid, and again they were unable to tell me why, but said they would look into it and see what they could do. Until this matter is taken care, my account is on hold and I cannot get a copy of my transcripts or enroll in the spring semester. I have been more than patient about this matter and have talked with the office on several occasions.Desired Settlement: At this point, I want the hold taken off of my account (because payment has been received for the amount of $195.15) and I want this matter resolved so that my transcripts will be released upon my request of them and I can try to still enroll in a school to complete my degree, before it becomes to late to enroll.

Business

Response:

We are in receipt of your notice dated January 8, 2015, regarding the

complaint ID referred to above. Our

records indicate that this student had a hold on her account due to an

outstanding balance that was sent to an agency to be collected. The student paid the collection’s agency on

12/9/2014, and that payment was reported to the university from the

collection’s agency on 12/12/2014. On

December 12, 2014, the student account reflected that payment and the

collection’s hold was removed from her account.

The student was notified on that date that the hold was removed via a

phone call from our Student Accounts Office.

The student does not currently have any holds on her account. We trust

that this response confirms the desired resolution from the student.

Sincerely,

Director, Student Advocate Office

Liberty University Online

Consumer

Response:

In reading the response submitted from the school although the statement is not a true statement, in which I do have actual proof that would dispute the dates stated. I will accept this resolution that has been provided.At this time the hold has been removed.

Regards,

Review: After I graduated from Indiana Unversity I wanted to continue my education and receive a Masters in Counceling or Social Work. I choose Liberty University because it seemed to be a good school. The professors are wonderful and their lessons are an extesnion to the coursework I completed at IU. I am treated like a number at Linerty University, I contacted the Chancellor, supervisors in the student accounts, dean of students, VP of Finance and not one person would response to me. They hold your loan money and refuse to refund until they are ready and will not provide a reason why this process takes so long. I was told that if I wanted them to release it early I would need to prove that I am in financial need. I sent them all of my disconnect notices, told them I have no food and again no response.Its too bad that this school could be good but they treat their students as if they are a number.Desired Settlement: Please send me my refund, that is all I am asking it is my money and I should not have to beg.

Business

Response:

May 30, 2013 RE: Revdex.com ID – [redacted] Dear Ms. [redacted], We are in receipt of your letter dated today, May 30, 2013, regarding a complaint of one of our students. This individual’s dispute contains many details that we cannot respond to without violating FERPA (Family Rights and Privacy Act) regulations. Liberty University will be happy to provide a more detailed response, if required, as soon as the student provides the necessary authorization to respond in detail. In general, students who contact the Financial Aid Office regarding their financial aid are informed of their eligibility amounts in addition to the standard disbursement and refund policies. Additionally, Liberty University’s loan disbursement and refund timeframes are published on the school’s Financial Aid website ([redacted]) under “How Disbursements Work”. Federal regulations allow up to 14 days from the date federal student loans are disbursed and paid to a student’s account for credit balance created by the same to be refunded to the borrowing student. The Student Accounts Office of the University processes refunds within 10 to 14 days from the date the loans are paid to the student account. Information regarding the refund process is published on their website [redacted]) under “Refunds”. Additional communication has been sent to this student earlier today in response to the May 29, 2013 attempt to contact the University Chancellor. The student is welcome to communicate directly with Student Accounts Office (Tel: ###-###-####) if there are continued concerns or questions. We trust this response satisfies your requirements for the filed complaint. Sincerely, [redacted] Director, Student Advocate Office Liberty University Online

Consumer

Response:

Liberty University provided me with the communication I requested in a timely manner. They provided me with a solution and I am more than happy with their response to my issues.Regards,[redacted]

Review: enrolled as a student in august 2012, after a couple days I decided I didn't like online class and withdrew. after I withdrew, I didn't receive anything about a balance in the mail, or via email that I owed the school. Now it has been 3 years later and I get a call from a collection agency that say I owe Liberty University over $4,000.. I don't owe a balance of that much and if so I would like a physical bill saying why and how much a owe. And due to this balance I cant register or enroll at any other school.Desired Settlement: I believe the balance should be split in half

Business

Response:

We are in receipt of your notice dated July 7, 2015, regarding the complaint ID referred to above. In the complaint, the complainant states that they have been contacted about a balance incurred after withdrawing from courses at Liberty in the Fall of 2012. The complainant claims they were not contacted by mail or e-mail about having a balance; however, they are now being contacted by a collection agency stating they owe over $4,000. The complainant does not believe they owe that amount and would like a physical bill stating how much they owe, and they also ask that half the balance be covered by the University. The complainant has also inferred they are unable to register or enroll at any other institution due to this outstanding balance.

Liberty records show that the complainant was accepted to the University’s online program on August 24, 2012, in pursuit of an Associates of Arts degree in Business Management—Information Systems. On September 4, 2012, the student enrolled in the Fall 2012 semester, registering for two courses in the semester’s C sub-term (9/17/12-11/9/12) and two in the D sub-term (10/22/12-12/14/12). This enrollment totaled 12 credit hours, or full-time enrollment, allowing the student to receive the maximum federal financial aid. On September 17, 2012, the student received a disbursement of federal funds including subsidized loans, unsubsidized loans, and Pell Grant. After an additional disbursement of Pell Grant on October 22, 2012, the student had received a total of $2,775 in Pell Grant, $1,980 in unsubsidized loans, and $1,156 in subsidized loans for the semester.

In the complaint, the complainant stated “after a couple days I decided I didn’t like online class and withdrew”. Liberty records do reflect that the complainant completed at least one assignment for each of their first two courses—BIBL 104-Survey of Biblical Literature, and INFT 101-Instructional Technology for Online Learning, both of which began on September 17, 2012—and, after a period, stopped completing assignments for either.

In Liberty University’s Withdrawal Policy (the most updated version of this policy can be viewed here: [redacted]), a student is considered to have attended an online course if they have completed any assignment (discussion board posts, exams, quizzes, etc…) or initiated contact with the course professor regarding an academic subject. Additionally, every online course offered by Liberty has an item called a Course Requirements Checklist, which a student is required to complete in order to begin the course. This policy—which is e-mailed to students at the beginning of every semester as a reminder—also states “students who attend their course(s) but eventually cease making submissions to their online course(s) or cease communicating with their professor(s) regarding the course(s) for a period of 21 consecutive days or longer, and do not request a withdrawal, will be assigned a grade of FN for the course(s)”.

As stated above, Liberty records show the complainant completed at least one assignment for each of their two initial courses in the Fall 2012 semester. On September 22, 2012, the complainant completed the Course Requirements Checklist for BIBL 104. However, no further coursework is shown completed. On the same date, September 22, 2012, the complainant completed the Course Requirements Checklist and three discussion board posts for INFT 101. Later, on October 9, 2012, the complainant completed a quiz and a communication exercise for INFT 101 as well. That is the extent of the complainant’s noted participation in either course.

On October 29, 2012, the complainant contacted the University’s academic advising department and requested to be dropped from all their courses. Since the student had not participated in their two D sub-term courses, those were dropped on October 30, 2012 per the student’s request. However, the complainant’s formal request to withdraw took a few days to process; by the time it was processed, the student had not attended either BIBL 104 or INFT 101 for more than 21 days, thus requiring the complainant to be given grades of FN in both courses. On October 31, 2012, the FN was made official for BIBL 104, and the FN was officially evaluated for INFT 101 on November 1, 2012.

Whenever a student withdraws from or drops all courses in a semester they have begun attending, it is considered a cease of attendance. Per federal regulations, if a student ceases attendance from a semester in which they received federal financial aid, a calculation will be made to determine how much of their financial aid a student is eligible to keep. This is based largely on how long into the semester a student actually attended. Any financial aid amounts deemed “unearned” are sent back to the federal government. This can sometimes result in a balance, for which a student is fully responsible. This process is explained in the listed withdrawal policy as well as the attendance policies sent regularly to students. It is also noted that, in the same October 29 phone call in which the complainant requested all their courses be dropped, the advisor with whom the complainant spoke advised them of the recalculation process and the possibility that the complainant would owe a balance.

Before the cease-of-attendance aid recalculation took place, however, the complainant’s financial aid for the semester was decreased. On October 24, 2012, the student’s $2,775 Pell Grant award was cancelled following notification from the Director of Financial Aid at [redacted], who indicated the complainant’s Pell Grant needed to be cancelled at Liberty so it could be disbursed at [redacted], where the student was already attending. According to [redacted] College’s communication, the complainant had enrolled in courses at [redacted] on August 21, 2012, and begun attending as of September 12, 2012. It should be noted the Financial Aid Director from [redacted] College indicated the complainant “stated she never started the September 17 term with your school”. Incidentally, the aforementioned October 29 conversation between the complainant and Liberty’s advising office was the first time the complainant indicated to anyone at Liberty they were considering attending another school.

After the aid recalculation occurred, on November 6th, 2012, $1,587 in unsubsidized loans were returned to the federal government, having been deemed unearned by the complainant at Liberty due to their cease of attendance. Combined with the $50 fee students are charged for withdrawing, the complainant’s balance at that time was $1,637. Per the complainant’s account, within a few months, efforts were being made by the University’s Office of Student Accounts to contact the complainant and inform them of the balance they owed. E-mails were sent to the complainant’s Liberty University Webmail address (with the complainant’s personal gmail.com and Yahoo.com e-mail addresses Cc’ed on the communication) on March 11, 2013, July 22, 2013, August 1, 2013, and August 28, 2013. Additional attempts were made to reach the complainant by phone until, by July 22, 2013, it was confirmed that both of the phone numbers the complainant had listed on their account with Liberty had been disconnected or changed. Reminders about the balance were also sent by letter to the complainant’s listed address, though, on September 25, 2013, one was returned to the University listed “unable to forward” and, on October 2, 2013, another was returned labeled “returned and undeliverable”, with the single mailing address the complainant had filed with Liberty listed as “inactive”.

On August 2, 2013, a Fraud Prevention hold was placed on the complainant’s account at Liberty University. Per federal regulations, since the student had received federal financial aid at the University, Liberty has the authority to request additional documentation from the student in the event conflicting information is discovered that may be potential fraud. Thus, a hold was placed on the complainant’s account and the complainant was requested to provide a Fraud Prevention Form, a color copy of their government-issued identification, and an online form called a Verification Worksheet. Per University policy, once such a hold has been placed on a student’s account and the student has been informed of it, the student has four weeks to provide the requested documentation and satisfy the review or any financial aid on their account for the school year will be returned to the federal government. Records show e-mails and online messages were sent to the complainant’s account with the University informing them of this review, this policy, and the potential consequences, but no response was received. The aforementioned items remain outstanding. On September 3, 2013, the remainder of the subsidized and unsubsidized loans the complainant received during the Fall 2012 semester at Liberty were returned to the federal government. In total, this was $3,136. This raised the student’s overall balance at Liberty to $3,186.

It is University policy that, once reasonable efforts have been made to contact a student to discuss a balance (electronically or over-the-phone, when possible), if a student has not made arrangements with the University to pay their balance, the balance is referred to an outside collection agency. It is then a matter of the collection agency contacting the student to make arrangements for the balance. These collection agencies typically charge a fee for collecting the balance. When the aforementioned attempts to contact the student by e-mail and mail failed, on May 29, 2015, the complainant’s balance was referred to [redacted] collection agency. It should be noted [redacted] has charged a 30% collection fee, raising the overall balance the complainant owes to $4,141.80. It is too late for the complainant to make payment arrangements for this balance with Liberty University; the complainant is encouraged to contact [redacted] at ###-###-####.

It has been noted that the complainant is attempting to obtain a copy of their official transcript from Liberty. The University will not release an official transcript to the complainant while a balance remains on their account. The balance must be paid in full for the complainant to receive an official transcript. Records show the complainant has been informed of this, and has also been informed of the opportunity for them to receive an unofficial copy of their transcript if they contact the University Registrar’s Office.

Also, if the complainant requires a bill stating the balance, they will be required at this time to request an Itemized Receipt from [redacted], the collection agency.

Since numerous attempts were made to contact the complainant about their balance at Liberty University, the University will not approve the complainant’s desired settlement of decreasing the balance by half. The student received financial aid in the amount of that balance whilst attending Liberty University, and will be required to pay it in full. As previously stated, for any further questions about paying this balance, the complainant must contact [redacted] at ###-###-####.

Consumer

Response:

I have reviewed the response offer 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.

I do not agree with what Liberty university said. If they have record of the university contacting me on all these different occasions I want all the records of it. I wanna know all the phone numbers and email information that they have for me. beacause I have had this phone number for 3 years and from the dates that was mentioned I didnt get a phone call, email, or anything from liberty univ. I also have documentations that non of my federal funds were released to this school on the dates that were mention, I have applied to another university since then and they showed me where non of my federal funds were released to Liberty University, it just shows I attended the school thats why I needed a trascript. If I knew I had a balance I would have discussed other options with them to get the balance resolved. It was also mention that an email was sent out to my student email with the university and my personal email. I want documentation of all, because if I am no longer a student what makes you think I would check my student email? Even after all the occasions that the university was trying to contact me not 1 time did the university send me a certified letter or anytype of mail to my mailing address. If so I want documentation of that. I want documentation of my student promissory note also. In the end if I had such an outstanding balance why did the University wait until I called to inquire about a transcript before they sent my account to collections. I contacted Liberty University May 14, 2015 about a transcript, and it was mentioned that May 29, 2015 my account was sent to collection, I find that very strange that I was not contacted for 2 years about my balance with the university, then when I contact them all of a sudden my balance was sent to collections. What was my account doing for that time period? I do understand that the University has a policy in place for students who withdraw before they finish a term, but I know that I do not owe a balance of that amount. That is why I was trying to see if there were other settlement options that can be made.

Business

Response:

Re: Revdex.com ID – [redacted]

We are in receipt of your notice dated July 23, 2015,

regarding the complaint ID referred to above in which the complainant was not

satisfied with the University’s previous response and required additional

information. In this rebuttal, the complainant indicated that they had no

knowledge of the University’s described attempts to contact them about their

balance and requested they be provided with documentation clearly listing

attempts to contact them by mail and e-mail. The complainant also inquired as to

why the balance on their account was not referred to a collection agency until

after they contacted the University in May of 2015 seeking a transcript from

the University.

As stated in the prior response provided to this complaint,

Liberty has records of numerous attempts to contact the complainant about their

balance via phone, e-mail and mail, including e-mails that were copied to the

personal e-mail addresses the University had on file so as to inform the

complainant despite the fact that they were no longer a student and would

potentially not be checking their student e-mail address. This documentation

has been gathered and can be provided to the complainant by mail if the

complainant contacts the University and provides a current, active mailing address

at which they will receive the documentation. Once this is received, the

documentation gathered will be sent to the complainant within a few business

days. The complainant is thus encouraged to contact the Financial Aid Office at

###-###-#### or [redacted]

and list their current street address.

Liberty records show that the complainant first contacted

the University regarding her transcript on April 10, 2015. They called the

Office of Student Accounts to discuss the topic of the transcript, and, at that

point, was told about the outstanding balance on their account. On May 21,

2015, the account was forwarded to the collection agency [redacted]. Since

the balance was incurred on November 30, 2012, the complainant has inquired why

the balance was not sent to collections earlier and what their account was

“doing” for the intervening time period.

As stated in Liberty’s prior response to this complaint,

after the balance was incurred in 2012, multiple attempts were made to contact

the complainant to inform them of their balance—this was done via mail, e-mail,

and phone. However, no successful contact was made by phone, and the Office of

Student Accounts received no responses via e-mail or mail from the complainant.

The account was not sent to collections because it could not be confirmed that

the complainant had been satisfactorily notified of their responsibility to

this balance, due to their lack of response to any of this communication. However,

once the complainant contacted the University to inquire about the transcript,

they were informed of the balance and had a matter of weeks to make

arrangements lest the balance be referred to a collection agency. During that

time, a letter was sent by mail to one of the addresses the University had on

file for the complainant, but it was returned, marked “undeliverable”. Since

the complainant did not make any payment arrangements for the balance after

being informed of it on April 10, 2015, it was forwarded to a collection agency

on May 21, 2015, because it had been noted that the complainant had been

informed of the balance and their responsibility to it, yet no attempt had been

made to settle it within a matter of weeks.

Liberty regrets that the complainant does not feel they were

contacted about the balance previously. However, as explained, documentation

clarifying the University’s attempts to contact the complainant will be

provided to the complainant once the complainant contacts the University and

provides an appropriate mailing address where they can receive the

documentation. The complainant is thus responsible for providing an address in

order to receive the records they have requested.

Sincerely,

Review: I am a student at Liberty University pursuing my second master degree in the Master of Arts in Teaching program; I have only intensives and student teaching remaining for degree completion.

Throughout the program at Liberty, I have been working closely with an excellent Academic Adviser. The adviser has helped plan my courses/intensives well ahead of time so I am properly prepared. Last year, around early Spring of 2014, I was advised I could take two intensive courses; one during Winter 2015 and the second in Spring 2015. These two courses would be a combined one term, eligible as a full time student, and will receive full financial aid for the combined term. On September 26, 2014 the two courses were scheduled and Financial Check-In completed. The two courses are listed below and both paid from a full disbursement in Spring 2015 as a full time student status, this is identified/reflected in the Spring 2015 Financial Check-In module.

[redacted]: course dates of Dec 13 to Jan 19, 2015 with the intensive week of December 29 to January 2, 2015

[redacted]: course dates of Feb 9 to April 3, 2015 with the intensive week of March 8, 2015 to March 13, 2015

I have a bachelor and a master degree with existing student loans on both. These loans are considered deferred as long as I am a full time student with Liberty. It is important to note, if I become a part time student these existing loans go immediately into repayment status, without a six month grade period. Today, February 25, 2015, I have received notice from my existing student loan provider stating I am in past due default status because I am considered a PART TIME student at Liberty since Fall 2014; this information is unannounced to me as I have been advised Full Time.

I contacted Liberty's Financial Aid Office immediately. I was told “the Spring 2015 [redacted] course is now (in March which is after the fact) considered separate from the Winter 2015 Term which makes me a part time student as of Fall 2014”. If Winter 2015 is now separate from Spring 2015, then why was I advised differently? Why are both courses charged as a full time student and paid for with a full disbursement on the Spring 2015 Financial Check-In? My current student loan for Liberty University reflects a full time student status, but my prior educational loans reflect part time student status from Liberty. Why is this? Why isn't there a separate Financial Check-In for Winter 2015? Financial Aid was enable to explain why Winter 2015 is (now) considered separate either and transferred me to the Registrar Office for “more information”. Why I was not informed of this issue?

The Registrar Office confirmed I have two courses, charged and paid (meaning Liberty received monetary funds) against the Spring 2015 disbursement but, the unbeknownst change in school policy means I am no longer a full time student. I was told the change in policy “was made in Fall 2014” and was completed/communicated before I was able to schedule my Winter/Spring courses; this will prove false as you read further. Then to my displeasure, I was told, "I should have known this before the courses were scheduled". First, no one from Liberty or otherwise should ever say to me or any other student, we or I “should have known” something. Secondly, in our student-college relationship, Liberty is considered the expert; the student is bound (or blinded) by the information the expert delivers. Therefore, it is imperative Liberty University is accurate and timely with all information regarding their students; especially when information regards financial or eligibility matters. If the change in policy was in fact prior to my scheduling courses on September 26, 2014, then it should have been advised to me. Next, I was told I “could retake a course”, one in which I was “not satisfied with on my grade” as this would allow me to be a full time student in Spring 2015 (this would mean three courses for Spring 2015). The suggested recourse is to force Liberty’s mistakes on their students by asking them to pay more money; an additional $1,800 out of my pocket for the school’s mistake? This is not a solution as I am very satisfied with all my grades; I have a 3.48 gpa. As a result of these misguided comments from the Registrar Office, I asked to speak to a supervisor.

The supervisor in the Registrar Department, informed me the change in policy was in fact made on October 22, 2014. As mentioned above, I scheduled Winter 2015 and Spring 2015 classes on September 26, 2014, before the change in policy; (10/22/2014). Next, I was also told “the reason for the sudden change in policy was to allow professors to be paid for working during the holiday intensive weeks because at the time, the school was finding no professors who wanted to work without being paid” – exact quote. I am not concerned about Liberty “not finding professors” or whatever factors were used to change the policy. What I am concerned about is how Liberty advised and directed me down one course of action; enrolled me in classes, accepted the disbursement as a full time student, then after the fact changed my status to part time all unannounced to me. This is unacceptable and is now affecting my personal finances.

This news today comes as a complete disappointment. My adviser has guided and planned my entire year out ahead of time, one that allows consideration of my personal proper budget and course needs. My existing student loans are now late because of this matter. This situation has become a stressful burden on me and my family. The communication on the change in policy has affected me in a negative way and has provided false information to my Credit History for Student Loans. Liberty is unable to help resolve the issue therefore I am turning to you for a resolution. I request a phone call and a letter to all student loans regarding the error on the school and is no fault of my own.

I tried to file a online complaint with the school as directed by the Registrar's office however the online complaint form is broken. I have notified the Registrars office and asked to speak to someone who can help.Desired Settlement: To resolve this issue, the lenders of my existing student loans needs to have a letter from Liberty University stating and confirming that I am a full time student for Winter 2015. The letter also needs to explain the time delay in resolving this matter. (As unbeknownst to me was in Fall of 2014 and it is now March 24, 2015) As this now has hit my credit report and needs to be resolved. The letter also needs to explain this issue was no fault of the student and is completely the fault of Liberty University.

Business

Response:

When reporting enrollment levels, we do not combine

enrollments across terms. Also, we are not required to combine

enrollments across terms, and we are not required to institute a new policy. We

did not promise this student that we would report a combined enrollment for the

purpose of deferment. After researching, we are acting consistent with our

previous practices and according to our own internal policies and

protocols. Even though this student was not misinformed, we should

increase the visibility of our practices regarding enrollment reporting.

We will be adding additional text to multiple webpages disclosing our existing

policy and practice. In an effort to assist the student, we have offered a free course for her next term of enrollment to help the student recoup any financial strain she was placed in as a result of having to begin repayment on her loans.

Consumer

Response:

I have reviewed the response offer 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.

The response is a complete lie and does not address the issue. For example, the response states "even though this student was not misinformed" this is not true, I was misinformed! The Registrars department told me there was a change in policy in October 2014 which was after the date of my registration date of September; I was told the school had to change the policy after I enrolled due to the fact they could not find professors to work the holiday shift for the class in which I was enrolled. Therefore they changed the calendar to accommodate the payroll periods to pay the professors instead of waiting until the next payroll term. I was told by [redacted] in the Registrars office this problem affected only a hand full of other students; however their issues resolved themselves as they were able to take an additional course, one was actually in her undergraduate program and was able to take another class as well. I however do not fall into that category. Fact: Liberty enrolled me as a full time student under the Spring 2015 Financial Aid, accepted and applied my current financial aid as payment (disbursement) for my full time enrollment status. Then later the school changed the policy (as stated above) which caused me to become a part time student causing my prior or existing loans to go into repayment status ; they never informed me of a status change. The Financial Aid paperwork filed with Liberty University has both classes (meaning full time status) charged and loan disbursement payment applied on one term which is Spring 2015, however they are reporting a part time status to my existing lenders. Adding text to the web site is not a solution as my Liberty Counselor enrolled me as a full time student, therefore wording on a web site would not help nor resolve the fact that Liberty staff guides students in one direction but then does another. In fact to this date staff enrolls students as full time during the winter and spring terms; you may confirm this information with my counselor as I will provide you with the contact information. Liberty is the expert, therefore they guide and direct the students to which they should go. In this fact, the school has misinformed and misguided me and therefore they should accept the responsibility of doing the right thing. The school has offered to pay for my next class, but as of today April 13, 2015 payment has not been received nor applied. My last correspondence states they are still working on the issue.

Regards,

Business

Response:

Unfortunately, the account provided by the

student is inaccurate in terms of her enrollment status, interaction with staff

and cause of the issue. Though we acknowledge that Ms. [redacted] received poor

customer service in trying to gather information about her enrollment status,

her issue did not result from a policy change, Faculty shortage or misreported

enrollment status. All transactions on Ms. [redacted]’s account, including

Financial Aid disbursements and enrollment verification, have been audited and

confirmed to be accurate. Ms. [redacted] has been given a complimentary tuition

credit worth $1,695 due to the poor service she received after the fact, but no

further adjustments will be considered as her claims cannot be verified as

accurate.

Review: I REGISTERED FOR CLASSES AT LIBERTY THROUGH THE MILITARY DEPENDENT PROGRAM, I ATTEMPTED TO START ONLINE CLASSES, BUT DO TO MEDICAL ISSUES I WITHDREW THE SAME WAY I REGISTERED, THROUGH THE PHONE. I RECEIVED AND REGISTERED FOR CLASSES ALL ON THE PHONE AND I WITHDREW FROM ALL CLASSES ON THE PHONE. I WAS TOLD I WAS WITHDRAWN THE DAY I WITHDREW BY PHONE. NOW I AM BEING CHARGED FOR A CLASS OR CLASSES I NEVER ATTENDED. THE CHARGES ARE NOW IN COLLECTION BY A COLLECTION AGENCY, LIBERTY CONTACTED ME ONCE ABOUT THESE CHARGES AND AT THAT TIME I TOLD THE REPRESENTATIVE THAT I WAS WITHDRAWN AS OF A CERTAIN DATE, THE REPRESENTATIVE THEN STATED THEY WILL ASSURE ME IT WILL BE OMITTED DUE TO I CALLED AND WITHDREW; HOWEVER, I DID SEND AN EMAIL TO THIS FACT AND KNOW ONE NEVER RESPONDED.Desired Settlement: I NEVER ATTENDED SCHOOL WITH LIBERTY, I WITHDREW FROM CLASSES JUST LIKE I REGISTERED FOR CLASSES. I DO NOT OWE FOR SOMETHING I NEVER USED. I WOULD LIKE LIBERTY UNIVERSITY TO ADJUST THIS BILLING ERROR TO "A ZERO AMOUNT" BECAUSE I WITHDREW FROM "ALL" CLASSES BY TELEPHONE. I HAVE NEVER EXPERIENCE ANYTHING LIKE THIS AND MY HUSBAND AND I HAVE BEEN STATION IN OTHER COUNTRIES AND IN THE UNITED STATES AND ATTENDED UNIVERSITIES THAT WE LEFT DUE TO ASSIGNMENT OF DUTY AND NEVER EVER HAD A SERIOUS PROBLEM AS THIS. PLEASE DO NOT FRAUDULENT CHARGE ME SOMETHING THAT WAS NEVER USED.

Business

Response:

We are in receipt

of your notice dated August 24, 2014, regarding the complaint number referred

to above. The complainant is disputing a balance incurred at Liberty University

as the result of a withdrawal from the Fall 2013 semester. The complainant states

that they registered for classes by phone and withdrew from these by phone,

without attending, and therefore should not have any financial responsibility

for them. The complainant also states that Liberty University contacted them

once about the charges and that they were told the charges would be “omitted”

due to having called to withdraw. The complainant further states they sent an

“email to this fact” and did not receive a response. The complaint demands as

settlement for the “billing error” to be adjusted to “a zero amount”.

University records reflect the student indeed registered

for classes on August 20, 2013 with assistance from an Admissions counselor. An

email confirmation of the registration was sent to the student at the time of

registration. The student called to drop all classes on September 10, 2013 with

assistance of an advisor who also assisted the student in registering for other

classes the same day. On September 25, 2013 the student contacted a

representative to drop the prior registration and register for 3 classes in a

later sub-term, scheduled to begin on October 21, 2013. The University has no further record, phone

or written communication, from the student requesting to withdraw from these 3

courses. One course was dropped on October 28, 2013 for non-attendance, in accordance

to Liberty’s Attendance Policy. However,

the student attended the remaining two courses.

In accordance with

federal regulations and Liberty University’s Attendance Policy, “attendance” in

online classes is defined as the submission of the “Course Requirements

Checklist”, submitting assignments, participating in course discussion boards,

or initiating contact with the course professor regarding any course material.

This information is communicated to students via e-mail upon registration

(Advisor assisted) for any course and again several days prior to the course’s

start date. Per Liberty University’s withdrawal policy, a student may withdraw

from a course without being charged for it if they do not attend the course.

The course is then dropped and all applicable charges are refunded to the

account. If the student has taken any of the actions in the course, as

previously mentioned, they are considered to have attended and are financially

responsible for at least a portion of the course.

A student is

considered active in a course once they attend. However, if a student attends a

course and then ceases attendance for 21 days, it is considered an unofficial

withdrawal and they are dropped from the course. Prior to the 21 days, a

student is contacted after 7 days of non-attendance in the course to remind

them of the attendance policy to encourage attendance, and again after 14 days

of non-attendance. On the 21st day of non-attendance, the student is

unofficially withdrawn from the class and is no longer able to attend the

course. Per the aforementioned

Withdrawal Policy, students are required to notify the University in writing of

a desire to withdraw from courses. If a student fails to do this and ceases

attendance without notifying the University in writing, they are responsible

for the entire cost of the course.

The complainant

has indicated they were contacted by a University representative about their

charges and explained to the agent that they had withdrawn from the

courses. The University has record of a

call to the Advising Office on January 16, 2014, where the student relayed this

information to the phone representative, however, this call is after-the-fact

(Spring term), since enrollment and attendance occurred in the Fall 2013 term

and courses had ended. The complaint

indicates the purchase date of 6/21/13, however charges were only incurred as

of attendance on October 21, 2013. The

University has no record of contact with the complainant on December 5, 2013,

on March 10, 2014 or on June 1, 2014.

Additionally, the complaint states a purchase price of $3500, however

the original tuition and fee charges on the account never exceeded $2,250,

which decreased by half when the aforementioned course was dropped for

non-attendance.

Finally, per

University regulations, after three attempts (10/28/13, 11/21/13, and 2/14/14)

were made to contact the student to encourage repayment and offer repayment

options to avoid further collection action, the student’s account was referred

to a third-party collection agency on February 27, 2014. The student has been

provided with the contact information for that agency. Liberty will continue to

encourage the student to contact the collection agency to settle this matter.

If the complainant

has any documentation to support the claims stated in this complaint, and would

like to submit them for review, the University will gladly take these under

consideration. However, to date, the University has not received documentation

supporting these claims. We trust this response satisfies your requirements for

the filed complaint.

Sincerely,

Review: As a student of Liberty Online University, I completed actions to withdraw from my courses. I completed these actions prior to the drop deadline provided by the university. The university fails to acknowledge the drop and maintains that they have no record of my actions. This lack of acknowledgment on their part has resulted in a degradation of my grade point average and inability to register for courses at another institution because they will not release my transcripts. The university has failed to provide an itemized list of billing charges and has grossly overcharged me for the courses. The university has also not relinquished my student loans, nor returned them to the loan originator. I am being charged for more than the cost of the courses and penalized for the student loan amount as well.Desired Settlement: I want an itemized bill that explains the charges, a billing adjustment, removal of the final grades (FN) from the courses and acknowledgment that they were dropped, the return of the student loan money to the originator, and the release of my transcripts. The university needs to reclaim their charges from the billing company in order to remove that from my credit report since it has been incorrectly and unfairly applied.

Business

Response:

We are in receipt of your notice April 9,

2014 regarding the complaint number referred to

above. The student mentions in the

complaint that they dropped courses that Liberty fails to recognize as dropped

by the required drop deadline. The student claims that her GPA has been

affected by the FN (Fail for Non-attendance) grades posted to the courses. The

student also claims that she has not received an itemized list of charges and

believes she has been grossly overcharged for the courses. The student states she received student loans

and that the University has not returned these to the originator source nor has

she received a refund of these. Lastly,

the student contends that she has been charged more that the costs of the

courses and has been penalized for the loan amounts also.

University records indicate that the student

was admitted to the Online program on July 26, 2012 and registered for 5 courses

on August 8, 2012: PLAW 205 and PLAW 220 (8/20/2012-10/12/2012), INFT 101 (9/17/201-11/09/2012),

PLAW 200 and PLAW 230 (10/22/2012-12/14/2012).

On August 26, 2013 the PLAW 220 and PLAW 205 were dropped for

non-attendance after the courses began and all tuition charges and fees were

reimbursed to the student’s account. On September 4, 2012 the student requested

to be registered for APOL 104 and PLAW 205 courses which were scheduled to

begin on September 17, 2012.

The student remained enrolled in INFT 101,

APOL 104 and PLAW 205 all beginning on September 17, 2012. Liberty University

received no formal request to drop or withdraw from these courses. Based on the greater the half-time enrollment

status, the student was eligible to receive loan disbursements for the Fall

semester which paid to the account on September 17, 2012. The student received

two disbursements of aid on September 27, 2012 and November 1, 2012.

Prior to the beginning of each course the

University emailed the student the Attendance Policy and the Withdrawal Policy

in the Course Attendance Notice sent the week prior to the beginning of the

courses. The Attendance Policy explains

to students that attendance is required or the course will be dropped, and that

attending the course means turning in assignments (i.e. completing the Course

Requirement Checklist, submitted discussion board postings, submitting quizzes,

or taking exams). Because the University

received no formal withdrawal and the student attended each of these courses

but at some point ceased to attend them, federal regulations require the school

to unofficially withdraw the student from the courses. The unofficial withdrawal was processed on

November 19, 2012 and FN grades posted to the courses. An unofficial withdrawal from courses causes

the student’s aid to be prorated based on the amount of time enrolled in the

course. The unearned portion of the student’s aid was returned to the original

source of the aid on December 17, 2012.

The student has no prior earned grades at Liberty and did not earn

grades for these classes, thus the student has a zero GPA calculation due to no

earned grades in the term.

The student has access to view an itemized

list of her student bill through her ASIST account. However, a copy of her account ledger along

with a copy of this response to her complaint has been sent to the student via

email for her review. Regarding the

tuition charges for the courses in which she enrolled, Liberty charges a lower

rate per credit hour for full-time enrollment (12 credit hours or more) and a

slightly higher rate for half-time enrollment (3 to 9 credit hours). This can be reviewed at: [redacted], click on “Basic Tuition Costs.” As stated previously, the student remained

enrolled in 9 hours and was charged the half-time rate for the courses. Students who do not notify the school of

their intent to withdraw from their courses do not receive a tuition

reimbursement for the portion of classes they did not attend. This is explained in the Withdrawal Policy

and can be found at the link above, click on “Policies.”

Liberty’s Student Accounts Office attempted

to contact the student to work out a payment arrangement multiple times from April,

2013 to October 2013. Based on no

response from the student, the account was turned over to collections on

October 23, 2013. The Agency can be

reached at: [redacted].

I trust this response is sufficient to answer

your question. Please let me know if you have any additional questions.

Sincerely,

Consumer

Response:

I have reviewed the response offer 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.

I was advised by the Student Advisor to drop the classes based on my situation. The Student Advisor told me that if I took no further action with enrolling in the courses, then I would automatically be dropped. This resulted in the release from PLAW 220 and PLAW 205. The classes that started immediately after were treated the same, but the result was different. At no point did I execute an action that would alter my status. Therefore, I maintain that I should not be charged for the classes nor the repercussion of failing/not taking a class that I didn't complete enrollment for. My request remains unchanged.

Regards,

Business

Response:

The last phone call received from the

complainant was on September 04, 2012 (prior to the beginning of the classes in

question) where she requested to be registered for the previously mentioned

courses (APOL 104 and PLAW 205). The

student was previously registered for INFT 101 on August 6, 2012. In the email

confirmation sent to the student following the registration on September 4th,

it states the Attendance policy regarding non-attendance in the first week of

the classes, “Students who do not attend within the first week of a sub-term by

submitting an academic assignment (such as an examination, written paper or

project, discussion board post, CRC or other academic event” will be dropped

from the course roster.” The classes

began on September 17, 2012.

These courses could not be dropped because

the complainant attended the courses.

The Attendance Policy reiterates that courses can be dropped prior to

the start date of the class, and as stated above, during the first week of

class if no assignments are submitted (which constitutes attendance in the

course). In APOL 104 the student

submitted eight assignments prior to ceasing attendance in the course. In INFT 101, seven assignments were submitted

and in PLAW 205 four assignments were submitted. Due to this fact, in

compliance with Federal Regulations, an unofficial withdrawal must be processed

when a student ceases to attend courses and a recalculation of the federal aid

paid is done in order to determine how much of the aid was earned as a result

of the time spent attending the classes.

The unearned portion must be returned to the government, as was done in

the complainant’s case.

Had the student not attended the courses by

submitting assignments, the courses would have been dropped the first week of

class as the student states they were informed.

The information disseminated to the student was correct, however

attendance occurred, and thus, the actions taken by the University are in

compliance with institutional policy and the applicable federal regulations.

I trust this response is sufficient to answer

your question. Please let me know if you have any additional questions.

Review: I have been attending the school since Jan 2014 and at that time I was selected for verification from the financial aid department. I sent in the BAS info needed as well as the child support verification that was needed and it was satisfied. Now that my husband just applied at the school I am selected for verification again with the same info that was needed back in January 2014 and it just happeneded to be right before my studan loans are about to be disbersed, and the department will do nothing to expedite it. There is a holiday comeing up and this is all the same information that the Financial aid department aleready had and I feel that if he is being selected that is him, I have already been selected and satisfied my requirments and to have my funds help, I feel that it is a discrimination. I have tried to get calls back from the managers in the past and never do and I am unable to get a call back today as well.Desired Settlement: I feel that they have had all the information needed fro the same year and I sent it again that they should expedite the satifaction process as they did this right before loan dispurment and it puts me in mroe of a bind because of the lack of urgency on thier prart. I also feel that I should recieve a call back as soon as possible. There has been multiple issues with the same issues since I started.

Business

Response:

We are in receipt of your notice dated November 7, 2014, regarding the

complaint ID referred to above. In the complaint, the student claims that they

were selected for verification by Liberty University’s Financial Aid Office in

January 2014 and completed it, and were then re-selected recently after their

spouse applied to the school. The complainant has asked that their verification

be expedited since the date for loan disbursement is approaching. The

complainant has also stated that this selection of verification feels like

discrimination. The complainant has also stated that they have tried to get

call backs from managers in the Financial Aid office and are unable to.

At this time, the complainant is encouraged to note that their

verification for the year has been completed. This has resulted in the

complainant’s financial aid being reinstated to the account. It will disburse

and be refunded in accordance with Liberty’s usual timeframes.

It should also be noted that the

complainant was not selected for verification twice in the same school year.

The complainant’s 2013-2014 FAFSA was received by Liberty University on

December 10, 2013, having been selected for verification by the Department of

Education. That verification was completed on January 28, 2013. When the

complainant submitted their 2014-2015 FAFSA (first received on April 13, 2014),

it was not initially selected for verification. However, when the complainant’s

spouse applied to Liberty and their FAFSA was selected for verification, the

complainant’s FAFSA for the 2014-2015 year was also selected. This is in

accordance with Liberty policy, in which members of the same family will all be

required to undergo verification if one of the members is selected, in order to

verify the household’s income, estimated family contribution to their

education, and remaining financial need. Liberty’s authority to select a

student for verification is based on 34 CFR 668.51-61. There is no regulation

in place that states that a student cannot be selected for verification for

more than one school year.

As stated above, Liberty’s selection of the complainant for

verification was based on federal regulations and institutional policy. The

University thus denies that the selection or the second select was an act of

discrimination. Also, Liberty records show that, while the complainant had, at

one point, requested a supervisor callback, the complainant later declined to

have the callback take place upon receiving better understanding of the

activity on their account.

As previously noted, the complainant’s verification has been resolved

and their financial aid reinstated and set to disburse in accordance with the

usual timeframes. Any further questions the complainant may have about their

financial aid should be directed to the University Financial Aid Office or

Student Accounts Office.

Sincerely,

Liaison/Compliance Analyst

Financial Aid Office

Review: Liberty University Online failed to uphold their end of the contract; the contract was null and void. Liberty University Online stated via telephone that they would ensure finances were prepared if I waited to attend school in the fall, as they failed to prepare them in time for the Spring/Summer semester. Liberty University Online failed to uphold to their spoken agreement, the finances were not prepared, breaking the terms of contract. Liberty University Online never expressed that by emailing a professor or completing a survey I would be bound to the entire semester’s fees. In fact, the Liberty University Online’s representative stated that he encouraged me to do so when I expressed that they were not withholding their end of the contract as a means of warning the faculty of the situation. Liberty University Online at no time advised that by communicating with faculty, I would be bound to paying the entire semester’s fees. Liberty University Online unlike a majority of colleges and universities expressed after I had already emailed faculty that they did not have any withdrawal program and that they would be entrapping me into paying for what I had not received. I was never once told that by completing a survey or contacting a professor, I would be entrapped into paying for the entire semester fees whether I attended and received an education or not. It is evident that there are numerous complaints of consumers that have experienced this same problem. Liberty University Online is attempting to collect on a contract and exchange that never took place. Collecting fees for an education that I never received is disingenuous, not morally partible and deceptive in the way it is set forth.

Respectfully submittedDesired Settlement: I would like Liberty University to adjust this billing error to “A Zero Amount” because I withdrew from “ALL” classes. I notified the representative that I wished to withdraw and he never once advised that it had to be in writing. Therefore, I maintain that I should not be charged for the classes nor the repercussion of not taking a class that I didn't complete enrollment for.

Business

Response:

We are in receipt of your notice dated October 8, 2014 regarding the

complaint ID referred to above. In the complaint, the student states they were

told their finances for the Fall 2011 semester would be ensured by the

University since aid was not available for the Spring 2011 and Summer 2011

semesters. The complainant has also asserted that they were not informed that

beginning attendance in an online course would make them responsible for “an

entire semester’s fees”. The student has thus disputed the balance incurred on

their account after they ceased attendance in the middle of the Fall 2011

semester.

Liberty records show the student was first accepted to the University’s

online program on March 30, 2011, in pursuit of a Bachelor of Science in

Marketing. The student’s Free Application for Federal Student Aid (FAFSA) for

the 2010-2011 school year was received the same day. That FAFSA was selected

for verification by the Department of Education. The student did not complete

verification and later dropped their summer courses. The complainant then

enrolled in the Fall 2011 semester and submitted a FAFSA for the 2011-2012

school year. The 2011-2012 FAFSA, received June 14, 2011, was also selected for

verification by the Department of Education.

There is no record of the complainant being told the University would

“ensure” they would have finances available for the Fall semester as a result

of not having them in the Spring or Summer of 2011. It should be noted that the

University does not have the authority to overrule or disregard the selection

of the student for verification by the Department of Education. The student was

selected, and thereby required to provide certain documentation to the

University in order to be eligible to receive financial aid (see [redacted]. Records show the student called the University several times and

was informed of the documentation required to complete verification on multiple

occasions. However, the student did not provide all the necessary

documentation—thus, the student did not complete verification and was not

eligible for financial aid for the 2010-2011 school year per federal

regulations.

According to Liberty records, the student did complete verification for

the 2011-2012 school year. Thus, the student had financial aid available for

the Fall 2011 semester, in which they enrolled in four classes. Of those four,

two started on August 22, 2011— [redacted] and [redacted]. However,

University records show the student stopped attending the two courses mid-semester,

[redacted] on August 28, 2011, and [redacted] on September 6, 2011.

Since the student did not resume attendance in the courses at any point, the

student was later assessed a grade of FN (Failure for Non-Attendance) in both

courses, and, in accordance with Liberty policy, two courses set to start later

in the same semester were dropped. As a result of this drop, the student ceased

attendance, and the student’s account was reviewed to determine how much of the

financial aid received for the semester they were eligible to keep. Since the

student attended less than half the semester, more than $3,300 was returned to

the federal government by the University in accordance with federal

regulations. This has left the student with a balance, which the University

attempted to collect before transferring to a collection agency.

In the student’s complaint—as well as in prior conversations with

Liberty staff that took place after the student had incurred the balance—the

student disputed the balance, implying that “e-mailing a professor” and

“completing a survey” had been the extent of their participation in the

courses. The student has also stated they were informed the University does not

have a “withdrawal program”.

Contrary to the student’s claims, records show the student completed

online discussion board posts on August 22, August 25, August 28, and August

29, 2011, for the [redacted] course, in addition to a report submitted

September 6, 2011. In addition, for the [redacted] course, the student completed

a discussion board post on August 22 and a quiz on August 28, 2011.

Liberty University defines attendance as “any submission to Blackboard

within the enrollment dates of the course (such as examinations, written papers

or projects, any discussion board posts, etc.) or initiating any communication

with the professor regarding the academic subject.” This information and more

can be found in Liberty’s Withdrawal policy, which can be viewed here: [redacted]. This policy,

which is similar to the one that was in affect for the 2011-2012 school year,

also states that “students who attend their courses but eventually cease making

submissions to their online courses or cease communicating with their professors

regarding the courses for a period of 21 consecutive days or longer, and do not

request a withdrawal, will be assigned a grade of FN for the course.” As

previously mentioned, the student ceased attending the [redacted] course

on August 28, 2011 and [redacted] on September 6, 2011, and received FNs for

both courses when no further attendance was noted for either course. As a

result, two courses set to start later in the semester were also dropped,

completing the cease of attendance.

Regarding the balance the student incurred as a result of this cease of

attendance, the policy states “when students cease attendance in all classes in

a given semester, they will be subject to a proration of all federal, state and

institutional aid. This proration takes into account the number of days that

the student was enrolled.” The complainant’s account was reviewed and the

amount of time in which they were enrolled was taken into account. A balance

was left on the complainant’s account because “all remaining aid is unearned,

and unearned portions of federal funds are required by law to be sent back to

the federal government ([redacted].”

This policy and others are available online to all students, but

students are sent reminders to take heed of policies that may affect their aid.

A copy of Liberty’s attendance policy is sent to all students each semester

before the start of class. Students are reminded during Financial Check-In

(which the student completed for the Fall 2011 on August 10, 2011) to check Liberty

policies for consequences of dropping, withdrawing from, or not attending

courses, and are provided links to follow to find any questions on those

topics. Liberty records also show that the student received a warning e-mail

during the Fall 2011 semester noting the lack of recent activity in their

courses, and a reminder that a continued lack of activity could lead to an FN

and financial consequences.

In regard to the complainant’s claim that they were told Liberty does

not have a withdrawal program, as mentioned, Liberty has a detailed policy

regarding withdrawals. Liberty records contain no attempt by the student to

withdraw, nor do records reflect a conversation between the complainant and a

Liberty employee about a desire to withdraw.

The student must satisfy the balance on their account. However, per

Liberty policy, the balance has been transferred to a collection agency at this

time due to a lack of activity from the student. The student has been provided

with contact information for the collection agency. If required, the student

can contact Liberty’s Financial Aid Office to receive this contact information

again.

The complainant is welcome to contact Liberty’s Financial Aid Office

with any other questions about their cease of attendance and the balance on the

account.

Sincerely,

Liaison/Compliance Analyst

Financial Aid Office

Consumer

Response:

I have reviewed the response offer 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.

Liberty University's response is dishonest and not revealing of

what actually took place. One accurate statement they said was that “I called

the University multiple times.” The phone records of the conversations that

took place between the representative and myself would validate that I am

telling the truth. I did express to the representative that I wished to

withdrawal. I did complete all necessary steps on my behalf for the

spring/summer semester and Liberty University was not prepared for my

attendance for that semester and said unless I could pay out-of-pocket that I

should postpone attending until Fall semester. I did not want to wait until

Fall to attend, but I was calling Liberty almost daily to inquire what the status of my enrollment was. I have talked with faculty at other intuitions that agree that

it is unfair for a University to charge a potential student for the entire

semester fees simply on the grounds of emailing a professor to ask a question.

Liberty University claims to be a supportive Christian University, in which

after my short dealings with this University, I have felt as though they care

more about the bottom line and less about being supportive or representing

Christ. It is sad that secular University's have provided far better,

friendlier, and caring service. Liberty stated that they tried to communicate

with me prior to turning it over to collections, which is a shallow truth. Their

communications were inconsiderate and unhelpful. It was more of a statement of

"too bad, we know there was no trade that was

exchanged, our policies are deceptive, we've done this before to many a

students, pay or else."

Lastly, as this has happened to many students, I do not understand why Liberty would not want to fix this deceptive policy, other than to presuppose that collecting money for a service they never provided is how they wish to continue.

Regards,

Review: I attended Liberty University from August 2012 to May 2014. I was told by [redacted] of the Registrar's office that 3 to 6 weeks after May 10th 2014 I would receive my MBA degree. I have fulfilled all the necessary requirements and have contacted both Ms. [redacted] and the registrar's office over 5 times and have not received a response concerning when or if my degree was mailed. It is past six weeks and now going on the seventh week and I have not received the $40,000 dollar MBA degree I paid for nor have I received any correspondence from Liberty University online's Registrar's office.Desired Settlement: Mail me my MBA degree that I paid for and earned.

Business

Response:

This student's diploma was mailed on June 25th, 2014 and should be arriving at the mailing address he included on his graduation application within the next few business days. If the student has any further questions regarding his diploma he may email [redacted] for further assistance or clarification.

Review: The school offers a discount to student who complete the Financial Aid check-in process during a specified time frame. I completed the process, and was initially given the discount. However I had to make a change to my book voucher amount (after the discount time frame) when book prices were made available.

I was told that an Audit had revealed that I had to change my voucher amount, which meant I was no longer eligible for the discount.

This type of bait and switch tactic is not inline with the School's mission, motto, or more importantly their advertising. I completed the process as required. However because their process is broken, and must be completed before book prices were available, I had to redo the process. I was never told that if I made changes to my financial aid amount, that the discount would be taken away. I would have made other arrangement for my books.Desired Settlement: I want my discount applied as promised. I want an apology. Finally I want any mention of the discount to be noted "if any changes are made to a student's financial aid outside of the specified time frame, the discount becomes invalid". Also, the book prices should be made available PRIOR to the start of the discount period.

Business

Response:

The information that the student was given in regards to the removal of the promotional discount was unfortunately incorrect. While the discount was applied in error for the summer 2015 semester, the reason was due to an incorrect code being used to flag the student instead of an action taken by him to re-complete financial check-in. A cursory review of the student's account activity could lead someone to believe that those actions led to the removal of the discount as there was coincidental evidence that this may have taken place. After reviewing the students file further, the root of the problem was revealed. The student will be receiving the discount for the summer 2015 semester and he should see this reflected on his account within the next few business days.

Consumer

Response:

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 consider this complaint resolved.

Regards,

Review: I chose my first two online classes at the recommendation of an advisor, I also work full time. The professor for one class stated “This is a very extensive sophomore-level course. If you do not believe that your personal schedule will accommodate the 10-15 hours a week needed for this course, you may want to contact your academic adviser.”

When I spoke with an advisor about dropping the class I was told I would lose my financial aid. Also, I was not aware until that time, that I had an option to take one class a subterm as long as I completed two in a semester. Had I known this I would have waited and started the Summer term. When I asked about dropping both classes (since I will lose my financial aid), I was told because I had completed my introduction and course check list for each class it would not be a drop, it would be a withdrawal and was referred to Student Accounts.

I spoke with that office and was told that I would have to pay $956.25 to withdraw from both classes or pay $1,630.00 to continue with only one class without financial aid. I did not realize this is was a sophomore level course, I would not have chosen it if I had known. I am not sure why an advisor would recommend the course to a first time student, I was also not informed of the drop process and deadline. I was also told that I could return my books for credit. However, after paying to have them shipped back, I was told that these were not available for buy back. Now I owe $973.51 for no classes and no books. I was told that I need to get on a payment plan right away or it would be turned over to collections.Desired Settlement: I am very disappointed that Liberty is not willing to work with me , I will consider other options for school in the future.

Business

Response:

We are in receipt of your notice June

17, 2014 regarding the complaint number referred

to above. The student mentions in the complaint

that she enrolled in the classes her advisor recommended and later found out

that one class was sophomore level and she decided it was too much to handle in

addition to a second class she was enrolled for also. In attempting to drop the class, because she

had attended the class, was not able to drop the class, but had to withdraw

from the class incurring financial repercussions as a result of prorated

tuition charges. Also stated was that she

was not informed that are multiple enrollment sub-terms within each semester

available for her to choose from. The complainant did not provide a statement

regarding a settlement for her complaint.

At Liberty, students are notified

of the Attendance Policy and the Withdrawal Policy in their registration confirmation

email, in emails sent days prior to the start date of each class, when they

complete Financial Check-in, and in the email instructions when a student calls

to inquire on how to drop or withdraw from a class. Additionally, new students to the University

are sent an email prior to their first enrollment to notify them of the various

sub-terms available including the start and end dates for each sub-term within

the semester. Students must be actively

enrolled half-time (6 credit hours) in order to be eligible for federal student

loans. This information is also

available in the Academic Calendar on the University website ([redacted]). Many students choose to enroll half-time in

the same sub-term in order to receive their financial aid at the earliest

possible date versus having to wait to receive it upon becoming actively

enrolled in the second class in another sub-term.

This said, Liberty University has

contacted this student via phone and email (to both personal and Liberty issued

email addresses) to determine how we can assist with the balance resulting from

her withdrawal and provide information regarding how to restore financial aid

eligibility. The contact information

will be in the emails.

I trust this response is sufficient to answer

your question. Please let me know if you have any additional questions.

Sincerely,

[redacted], MBA

Consumer

Response:

I have reviewed the response offer 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.

It is my understanding from the email I received from Liberty, that they are not willing to help with my account unless I re-enroll. After everything that has happened, I do not wish to continue my education with Liberty. I am asking that they make an adjustment to the amount that is owed.

I am asking that they take responsibility for the misadvisement by the admissions department by crediting $486.76 to my account. This is half of the initial balance of $973.51.

Regards,

Business

Response:

We are in receipt of your notice June

24, 2014 regarding the complaint number referred

to above. The Student Advocate Office as well as the Financial Aid Office has

reviewed this student’s internal appeal regarding “misadvisement” in regards to

registration for her Spring 201420 term courses. Both parties determined that

there was no university error made during the registration process for the Spring

2014 semester. Students are given access to course material the week prior to

the start date of the course and are encouraged to access the material in order

to determine if they will be able to handle the course load and material.

Unfortunately by the time this student realized that she was unable to handle

the course, attendance had been recorded. As outlined in the previous response

the attendance policy is made available to students numerous times throughout

the registration and financial-check in process. In accordance with the

attendance and withdrawal process, this student’s withdrawal request resulted

in a balance owed to the university. Again, no university error was made during

this process.

As a courtesy to the student, the

student advocate office will be approving a one-time credit for 50% of the

tuition, the tech fee, and the withdrawal fee ($382.50 total). This will be

reflected on the student’s account within the next few business days.

Sincerely,

Consumer

Response:

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This is my second semester with Liberty University and the customer service over the phone is horrible and lack of information given to you and this should be look into by the Department of Education funding them money for students. (1) When I first enrolled in this school I was first told that my application fee of 50.00 would be waived, which I found out later it wasn't per their advertisement on the website. (2) I dropped out of the "D" courses in the fall semester which I spent 1 hour on the phone confirming over and over and the representative after all of that didn't put it in the system which cause me to have a WITHDRAWL on my record and the school sent that to the Department of Education which tampered with my history with them as far as receiving future funds. (3) Even though I was registered in spring classes and applied for funding, Liberty University sent the Department of Education a notification that I was no longer attending their school, which now I'm receiving bills to pay on my loan since I'm not enrolled in a school, which I'm currently enrolled in their school (4) After beginning my winter semester and waiting for a loan I took out, I was informed by the school that I would not be receiving any of my loan money because it was used to cover my "B" term classes and I wouldn't get it until April. Which trying to understand their use of funding they receive for students to attend their school will never be understood by me. Its very inconsiderate for the people that take out these loans while they're in school to help with things they may need while they are in school. In deciding that I will not be continuing in taking classes there, I emailed the advising department clearly stating that I would like to stay in my current classes and be withdrawn out of my "D" term classes which began in March. One hour later I received an email from the school stating that I've been completely withdrawn from out of the school and that I may owe the school a balance. NEVER ONCE did I state in the email that I wanted to be taken out of the school!!! When I called and spoke with my advisor "[redacted]" she told me that because I used the term "WITHDRAWN" the school honored my request to be withdrawn. She said that the proper verbiage is to asked to be DROPPED. She then stated that I would have to fill out a form to be added back into my classes which would delay my loan some more. UNBELIEVABLE! After filling out the form I called back to see if it was received and asked could they give me an approximate date on getting my refund and I was told 2/12/2016. I was happy because I thought because they screwed up on their end they put it through for me. Friday came and nothing! I called student accounts speaking to a guy named "[redacted] or [redacted]". I told him what happened and in tears told him that I needed the money because I am ridiculously broke and left my full time career job to focus on school and just picked up a part time job and that money helps me. I was told by him that the money is for student supplies which I am using the student loan money incorrectly. I told him that I have two children and a husband and we are trying!! I was jus homeless and going through a lot including trying to keep up with my studies and keep my kids fed. He said to me that that was no excuse and that the student loan money is not for pleasure or feeding my children but for books or school supplies and that he is also married with children and never had to take out loans to survive. I never felt so disrespected in my life! I asked for a supervisor and he told me none was available. (4) called and told my advisor my experience and she said it was nobody to call and talk to directly to help me and I needed to fill out a complaint form. I cried for days over what that that representative said to me and cannot believe this is a Christian University! Once they get your money, they could careless about u! They call you non-stop when you haven't filled out the forms for them to receive money, but can call when an email isn't clear for them?? Now its 2/17/2016 and still my loan hasn't been disbursed because of their mistake. I called today and got nowhere yet again. Nobody there cares after they receive your funding. They could careless. Its nobody in authority to speak with other than supervisors that could careless on resolving the issue. All you have is a form and a hope that someone will contact you. I even fell behind on my studies and asked the advisor could she send my professors an email in telling them what happen with me and how the whole withdrawn out of the school things could've been a misunderstanding on my end in completing any assignment if I'm in I attendance there. She told me that she couldn't say that, all she could do was tell them I notified her I was late on assignments and do my best to catch up. This school doesn't care about their students, only money.Desired Settlement: I would like to speak to someone other than a representative or their supervisor. I would like somebody in Liberty University executive to look into this, listen to my call, review emails, and explain to me why I deserve this treatment from their staff.

Business

Response:

Re: Revdex.com ID – [redacted]

The following is in response to the complaint ID referenced above. After

the submission of medical documentation, the complainant was granted reasonable

accommodations based on their disability. After speaking with the student by phone, they stated that they did not know they had to request additional time for each

assignment, and felt as though they did not have to do so because it should be

automatic. The student also stated that at the other colleges that they had attended in

the past, the universities allowed them to have more flexible assignment deadlines, as well

as allowing them to complete reports or other written assignments instead of

quizzes and tests. It was explained to the student that our office would not be able

to grant them that accommodation. An attempt was made to clarify the academic

accommodations, and how to go about requesting additional time for assignments

as listed on the Accommodation Acceptance Form that we have received back from the student

initialed on each page and signed acknowledging that they agreed to the terms

and conditions set forth in the document. the student stated by phone that they did

not read the Accommodation Acceptance Form, just signed it and returned to our

office. The student has been encouraged to reread the Accommodations Acceptance Form to

gain a better understanding of her academic accommodations. Sincerely,

Business

Response:

Re: Revdex.com ID – [redacted]

The following is in response to the complaint ID referenced above that was received by our office on 2/18/2016. A response to a separate complaint was posted in response to this complaint in error. The complaint outlined below is the official response from Liberty University to complaint ID- [redacted].Upon thorough review of the student’s situation, we were able to

verify that in accordance with the university’s Official Withdrawal policy, the

student requested via email on 2/9/16 the following, “Please withdraw me from

my classes as I will be enrolling in another school.” Therefore, the student was withdrawn from the

APOL 104 and GOVT 220 courses that began on 1/18/16 and ends on 3/11/16. The student was registered for PHSC 210 and

SOCI 201 courses that are scheduled to begin on 3/21/16. Per the Withdrawal Policy, “The withdrawal date, in accordance with federal guidelines, is

recognized as the date the student notifies Liberty University of the intent to

withdraw, either in writing or orally. If the student leaves

without notification, the last date of attendance will be documented as the

withdrawal date.

The

student did state in a conversation on 2/9/16, as well that the student

wanted to remain in the future courses that began on 1/18/16 and dropped the

future courses that begin on 3/21/16.

However, the email that originally stated that the student wanted to

withdraw from courses was forwarded to the withdrawal team for processing. In light of the conflicting requests, the

student was presented the opportunity to rescind the withdrawals from APOL 104

and GOVT 220 by completing the Rescind Form and selecting re-enroll for each

course the student wanted to complete. The student rescinded

their withdrawals on 2/11/16. After the

withdrawal was rescinded, any concerns with the student’s account regarding a

balance or reinstatement of financial aid were rectified and the student does

not have an account balance with the university.

Regarding the interactions between the student and our

Student Accounts team we have the following response. The student contacted

Student Accounts on 2/12/2016 to request a refund of financial aid credit for

the Spring 2016 semester. The representative researched and discovered

that since a withdrawal request was submitted earlier in the week and later

rescinded, her financial aid had to be restored. This caused a delay in

her refund being released. The representative explained this information

to the student. The student expressed the hardship this situation had

caused. Student requested to speak to a supervisor. By the end of

the phone call, the student requested to be transferred to Academic

Advising.

The student next contacted Student Accounts on

2/17/2016 and submitted a supervisor request to express frustration of how she

was treated by previous representative from 2/12/2016. The student

contacted Student Accounts on 2/18/2016 and spoke to a representative about her

refund. Although refund was delayed by withdrawal rescission, refund was

released to student within timeframe required by federal regulations from the

Department of Education. Representative informed the student that refund

was released and would be available to use within 1-3 days. Lastly a Student

Accounts manager contacted the student on 2/23/2016 to discuss phone call on

2/12/2016. He left a voicemail, and contact information for student

to call back at student’s earliest convenience to further hear out her

frustration.

Sincerely,

Consumer

Response:

I have reviewed the response offer 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.

Liberty University still continues to dance around the fact that I DID NOT ask to be taken out of my current classes that I am currently enrolled in and refuse to apologize which saddens me. I specifically stated in email that I DID NOT want to be taken out of my classes per first sentence of my email. My verbatim email is as follows to the advisor: "I'm afraid that I can not attend Liberty University after this current term. I am only working part time and doing school and I get these loans to help with supplies, books, and help with the extras so I can continue in my studies. I cant keep going through getting loans which the loans are being added to the classes. The loans I am currently receiving are paying for classes and I cant afford that anymore. Please withdraw me from my my classes as I will be enrolling in another school." I absolutely stated I will be enrolling in another school but clearly stated in the beginning AFTER THIS CURRENT TERM. I also spoke with the advisor for 1 hour stating that I wanted to continue the classes I am currently in after sending the email. The email was not read and/or process correctly, and it really shows the integrity of the school by not simply apologizing for their mistakes. Secondly, the student account advisor that I spoke to was very RUDE and spoke to me as if my concerns weren't important and I was simply a poor girl looking to abuse loan money. The money might have been disbursed on time, but the money I was suppose to receive was pushed back because of an error made by Liberty University, and I was treated like pure DIRT in the process. The time frame given to me was 24 to 48 hours a supervisor in that department would return my call, the message from the supervisor left on my phone was a week later I put the request in. As I stated before, once this college gets your money, they could careless about you until its time to register again. If the executives feel otherwise? They should re-hire a better representation team. To add, the 50.00 waiver for the application fee was not addressed. Why was I charge for something advertised as free as I registered in the timely matter advertised? [redacted]

Regards,

[redacted]

Business

Response:

Re: Revdex.com ID – [redacted]

Regarding the issue surrounding the withdrawal request

initiated by the complainant. The withdrawal from courses was in the email from

the complainant clearly requested after the completion of the term at the start

of the email and left ambiguous at the end of the email. It is accurate that

the complainant did have a lengthy conversation with an Academic Advisor and

ultimately the withdrawal was rescinded at the students request shortly after

being processed. The recension of the withdrawal is the acknowledgement that

there was lack of clarity and that what the complainant was requesting was

unclear at the start but once clarified was reversed as quickly as possible.

Regarding the $50.00 application fee waiver it was an

unintentional oversight not responding to this concern initially. After review

it was notated on the complainant’s file that this fee would be waived and it

was not. As a result a $50.00 credit will be made available to the student upon

registration in their next term with the University.