University of Phoenix

Peter John Stone of Dillon, CO February 6, 2007

I am a news editor of a small publication in central Colorado. I am writing this because of my recent experience with University of Phoenix Online, where I signed up for a Master's Degree program under the umbrella of a student loan for which I partly qualified because of my status as a veteran (US Army, Field Medic 1985-1988, ROK & Ft. Lewis, Army Achievement Medal with Oak Leaf Cluster/Expert Field Medical Badge/Good Conduct Medal/ E-4 at end of service).

I had hoped to offer my readers a nice story about the usefulness of this program. Instead I found a nightmare of disregard that took advantage of my status as a working adult and veteran, and literally mocked me as a consumer.

This company does not deliver what it advertises, sets up policies that make it more difficult for working adults to resolve disputes, and seems only concerned with exploiting students to access the tax dollars for which they qualify as veterans. In my book the latter borders on treason.

Particularly, it takes no responsibility for its own technical difficulties, and does not allow students to resolve issues on this in a reasonable time frame for them to choose whether or not to continue studies before this resolution. I greatly resent that their misrepresentation of what they offer, their unwillingness to admit error, and their policies and procedures excluding dealing with issues when they arise, may leave me owing for one class and affect my qualification for this same loan in the future.

I got taken in by their false claim that they care about helping working adults. The details follow:

I began taking a class, as part of a course of study, in early January, 2007. I immediately had problems, as I had started access right on the day the class started, and had little time to prepare. Though I had been told that the week ran Tuesday through Monday, yet I soon found that most students seemed to treat it as a Monday-Friday week, which left me actually starting late relative to other students.

When I downloaded the syllabus it somehow did not save completely. While it did not have everything I expected, it had nothing indicating its incompleteness (page 1 of XX for example). While I did realize other students knew things I did not, and I occasionally posted "What am I missing?" questions, I did not know that I missed anything until I missed an assignment.

In addition, a couple of times I could not log on when I needed to. This was not a problem on my end. I could not even contact tech support, as I only had the info online and could not access it. It was a problem on the University of Phoenix's end.

I am a working adult with limited times to work on the assignments. I had been assured that the process was designed to help working adults, not hinder them. This was like going to school and finding the door closed, yet the school would not accept any responsibility for this. I did call tech support after the fact to get a ticket. This happened twice in the second week, seriously interrupting my schedule, and limiting what I could post and write. Ixpressed an interest in dropping the class and staff talked me out of it.

I redoubled my efforts, trying to make up for what I had lost, realizing that with all my effort I might still get the "B" I needed to keep up my student loan. I posted a lot. The fifth week I again could not get access on two occasions when I needed to. On one of these occasions, as a working adult, I did not have time to call tech support at all. On the other occasion I called, was told there was a forty minute wait, and figured that if there is a forty minute wait, they know there is a problem. As a working adult, I did not have time to wait forty-minutes.

When again my complaints met disregard, I just stopped trying to go to class, as all it was at this point was an unnecessary stress, since I could not and would not get an acceptable grade anyway. Throughout all this the effort seemed to be to put off doing anything to support my request. Eventually a man named Chris F said he would try to help me. He complimented me on how much I'd posted. I said, yes, I'm an exceptional student, and I greatly objected to being denied the opportunity for my grades to reflect it. Then he said he did not believe I'd had any technical problems because I posted so much.

First, getting on all the time to post responses to discussion questions is different from getting on when I need to for research in the library to finish my report. Second, I greatly resent being called a liar when one occasion there was a forty-minute wait, so there was clearly a system problem on their end (unless they routinely state there is a forty-minute wait to keep calls down.)

The only apparent dispute resolution available was after the grades came through, a process taking two weeks or so. It means that people disputing a result might have to begin their next class before knowing the outcome of the resolution to ensure continued financial aid. This all made sense when I opened the SallieMae documents and saw that the funds transferred to the school were for much of the course of study, not just this class. This means that as long as someone is enrolled with the school processing the loan, Apollo Group, Inc. gets to invest the float on about 10,000.00. It therefore behooves them to stall dispute resolutions as long as possible, even if it means the student has to "take a hot crumpet" as some Brits might say.

Nobody would refer me to anyone to resolve this until after the class was over. After the problems the second week I stated that I would be appealing any grade I got, and requested them to contact me. They did this after the class was over. By then I had done this, but I had to go through Apollo Group and play my press card to do it, which means however this resolves, I will be writing a story about it.

It also means that students without that sort of leverage don't stand a chance. My situation is currently awaiting resolution, but I find this completely unacceptable use of government funds, especially associated with veteran status. If I am having this kind of trouble, what kind of problems must undergraduate students have? They don't know shoeshine from wood stain when they're freshmen.

Right now I stand to owe about 1,800.00 and possibly have my future qualification for student loans in jeopardy.

Becca of West Hollywood, CA June 6, 2006

I inquired about information from U of P but then found a different school to attend.  I told this to my contact "Joe" who proceeded to try to argue with me until I hung up on him. He continued to call me back until I answered and asked him to stop calling.  Then today I received a call from Adam, the Admissions Counselor.  I told him I was going to another school and please take me off their list.

I just checked my email and received the following from Adam: "Hello Becca, I am a little confused. I know you had requested information from the University of Phoenix and expressed interest in continuing your education. However, when I contacted you it didn't seem that pursuing higher education was a serious goal of yours. At this time I regret to inform you that we are only looking for serious perspective students. Only those with strong motivation and a desire to set themselves apart from their peers are considered for admissions. I would encourage you to revisited your own motivation for returning to school and contact me when you are ready to challenge yourself.  My contact information is below. I look forward to speaking with you down the road when you are more committed to your educational goals! "

What kind of school is this??? It reminds me of a stalker situation!!  I am completely disgusted by their 'sales' approach and the fact that they can't seem to take no for an answer.

Kristina of Milford, DE April 10, 2006

When I enrolled into U of Phoenix, I was assured that my financial aid would cover all expenses. Then, after my first year, I received a bill for 5,000, even though I'd been assured many times that I would not owe anything while in school. Because I cannot afford to pay this bill,U of P dropped me from further classes and referred me to a collection agency.

The collection agency and U of P hounds me about the 5,000 bill that they want paid so badly. If I had the money, I'd pay them just to get them out of my life.

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