Complaints

• Initial Complaint

  21/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I withdrew from Yorkville University within the first week of classes, and I have been told that I owe for outstanding fees ($488.28). I would like to appeal this, as I feel this is not fair or accurate. In the first week of classes, I requested confirmation of Yorkville receiving my student loan. I was told in the response, that this wouldn't be confirmed with NL student loans until the second week of enrolment. I tried to talk to someone to get information about my student loan getting processed several times, with no confirmation. This experience has been extremely stressful for me, as I couldn't get an accurate confirmation on whether or not my loan would cover my tuition. Paying out of pocket for Yorkville tuition was not something I was able to do, and so I needed to leave the program. I tried multiple times to withdraw from my program after getting no response from my academic advisor. Along with texting her, I also sent her an email through the Yorkville email, which I no longer have access to. I also sent an email to "ask Yorkville" regarding withdrawing as well. It was very difficult to navigate in a timely matter to avoid incurring fees. I've already lost my deposit of $500, which I am not disputing. I think to collect more from someone who did not participate in lessons would not be right. Further, I believe the process to withdraw is prohibitive and a barrier.

  Business response

  04/07/2024

  One point to clarify is the student is requesting a waiver of fees rather than a refund, as no payment was made for the time in the program. The ledger has been adjusted to waive all fees.

  This decision is based on communications that support the student’s claim that she requested to withdraw before the cancellation deadline.

  Customer response

  09/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21882682, and find that this resolution is satisfactory to me.

• Initial Complaint

  19/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In early 2019, a course instructor failed to include my midterm AND final exam grades, resulting in a D. I immediately contacted her with evidence and she acknowledged the issue and said she would try to fix her error. I have these emails documented, as well as the assignments themselves. The student handbook from that school year states the following in regards to academic appeals by students: "5.7.1.1 Grade Appeals: Students are encouraged to speak to the course instructor if they question a final grade. Should this informal procedure be unsatisfactory, a student may formally appeal a grade following established procedures and deadlines through student services." However, my attempts to resolve the issue via those procedures were not taken seriously. In the following semester, I had severe health issues. I ended up dropping two classes and had to take C's in the other three (I was an honour's student), due to the severity of my symptoms. I can provide an email where I told the instructor about my symptoms. It was so bad that I didn't return to school for the summer semester at all. Unfortunately, the doctors didn't know what was wrong at the time, but are now treating me for it, and I can provide documentation that this has been ongoing. At present, I have finished university elsewhere but these grades are severely lowering my cumulative GPA for graduate applications. I have tried to reach out to the university about removing the grades from my transcript, but they have been extremely unresponsive (9 followups since September, and no help yet). I'm not asking for money, anything abnormal, or anything that affects the university. Most reputable universities work with students many years later in these exact situations regarding grade appeals for health and other reasons, but YU has not given me any opportunity (either now or then) to have my case heard or replace the grades. For the amount of money I have paid them, this is completely unacceptable.

  Business response

  05/01/2024

  Yorkville University genuinely empathizes with the challenges students may encounter due to unexpected personal or health issues. The university appeal processes and policies are designed to address such matters fairly and promptly when they arise.
  
  Although we acknowledge Ms. ********* health concerns, the opportunity for an appeal has lapsed by several years and altering a transcript is problematic given the lack of appeals exercised to date and the lack of evidence of procedural violation.
  
  The grounds for reaching this conclusion are as follows:
  ·      The Academic Calendar states that any appeal process must be formally submitted within ‘established procedures and deadlines. Students must appeal directly by the end of the course. Our records reveal Ms. ******* attempted to resolve her grades through the email chains dated September 2023. This is the informal process where students are advised to seek resolution with their professors prior to launching any formal appeal.  However, the courses she endeavours to pursue grade changes for, ended in March (Winter term) 2019 for DIDE255, and June (Spring term) 2019, for ARTH120, DIDV230, DIDE270.
  ·      Our records show that the student did not submit any formal appeal to the registrar’s office during the allocated time for appeals[AA1] .
  ·      Our records show that the student was offered an accommodation on July 26, 2018, that states: “Extended time for quizzes/tests/exams – up to 50% extra time, as determined by professor”. However, for DIDE255: Building systems_ Structure, our records (including those of the professor) indicate the student submitted the test 4 days after the exam was sent. While we concur that the grades for the midterm: Test 1, and the final test may have not been entered in the system, we are unable to confirm if the professor had accepted grading the test or not, nor what the final grade would be.
  ·      For the other courses: ARTH120, DIDV230, DIDE270: There are no grounds for this appeal. Our records show that the assignments were submitted and graded with no outstanding work.
  ·      DIDE270 shows all assignments submitted and graded.?
  ·      Yorkville University takes all matters relating to student records and transcripts seriously and adheres to industry guidelines regarding the handling of such records. The National Transcript Guide for Use in Canadian Postsecondary Institutions by ***** ************* ** ********** ************ *** ******** ******), March 2003, (chapter II, pager 21) states:
  o   Expunging a student’s academic record contradicts the basic principle that the transcript should be a complete and historically accurate image of the academic record. Thus, practices of academic forgiveness in the sense of expunging the record, that is rewriting history, are not recommended.?Normally, policy changes affecting the transcript of the academic record should not be applied retroactively. 
  ·      The reputation and credibility of Yorkville University (YU) relies on providing a a transformative educational experience for students’ success and the betterment of society. Accordingly, transcripts are trusted documents and accurately depict the student’s academic records. They are restricted to policies, regulations, and legal constraints.??
  
  Regrettably the university is not able to change Ms. ********* grades as this would be in clear violation of the university’s core values as well as industry best practices. We do wish Ms. ******* best of luck in pursuing graduate studies as she has expressed.
  
  Many graduate school applications welcome a statement of interest or a statement of explanation (for unusual conditions experienced in baccalaureate studies such as family disruptions, illness, etc. that have impacted one’s performance). We encourage Ms. ******* to use this tool in her graduate application as it can be tailored to specifics of each program’s requirements upon application.

  Customer response

  11/01/2024

   I am rejecting this response because:
  1. Regarding the grade appeal from the winter term: I was instructed by the 2019 academic calendar to speak with my instructor about grade complaints FIRST. No deadlines were listed. If the outcome of my informal complaint was unsatisfactory I was instructed by the calendar to then reach out to student services who would aid me in filing a formal complaint within the deadlines. Deadlines which are NOT listed in the academic calendar, and therefore I would not know the details of until AFTER I give my instructor a chance to handle my complaint, determine it is unsatisfactory, and reach out to student services. Therefore, it never would have been possible for me to submit a formal appeal on time, as I would have needed to be aware that if the instructor didn’t reply within a matter of hours, then I needed to file a formal appeal. I can’t file an appeal within a deadline (a VERY early deadline at that) that I don’t know about. 

  
  Looking at some of the top, research institutions across Canada, not only do they list their deadlines for appeals in their academic calendars, but their deadlines are within 30-90 days of final grades being released (I looked at ********* *******, and ***) as opposed to mere days. Not only that, but many university policies that I reviewed listed that in many circumstances, the university will still hear the appeal if the deadline has passed, especially in the case of concurrent medical concerns. 

  
  Instead, YU didn’t make the deadline readily available to me, in advance, as a student in 2019, thus making it very difficult to meet said deadline. YU then neglected to provide me any information via email over the course of 4 months (nor the respect of timely or adequate responses). Instead, I had to file a BBB complaint against the school in order to finally get a substantial response or even find out what the supposedly missed deadline was. And YU still, after all that, won’t even consider hearing my case or the medical problems that affected the situation, like many other universities would.

  
  Furthermore, YU claims that they cannot work with me on this situation due to a lack of evidence, yet they have not given me a shred of opportunity to present my evidence (or even emailed me back). So no, the policies are not designed to address such matters fairly and promptly. 
  

  
  2. Next, regarding the requests for retroactive medical withdrawal for the courses in the Spring term. I absolutely understand and respect that some schools do not allow retroactive withdrawals. My original BBB complaint was severely limited, due to the low allowable word count, and therefore I was not able to accurately portray the fact that I genuinely do not believe I am entitled to any particular outcome. 
  

   

  That said, it should not have taken me this much trouble to even get the information from the university stating that they don’t accept this type of appeal. While I had hoped that the university would still be willing to hear my case or work with me despite the time passed, as many institutions are, they didn’t even reply. Once again, this information should have been readily available to me as a student in 2019, and it definitely should have been provided to me in one of my many email followups to the registrar’s office. I do believe I’m entitled to that.
  

  
  3. In my many emails over the months, I also expressed sincere complaints with the procedures (or lack thereof) being followed in my situation AND the lack of responsiveness I was facing from the registrar’s office. According to the student calendar, non-academic appeals are to be met with a response/decision within 3 business days, and yet I barely got a response in 4 MONTHS, and it provided me with no information, help, or resolution. If there was a specific form or verbiage to be used in this non-academic appeal to deem it worthy of a response, it was again not available in the academic calendar, nor was I made aware of anything in my fruitless communications with the registrar’s office. 

  
  The calendar then states that if a student is unhappy with that response (again, I did not receive that response, so I deemed it unsatisfactory), they should make an appeal to the program chair. I again could not seem to get a response from the registrar’s office and thus no ability to acquire the contact information for the program chair, but guessed their contact information based on the standard email format and CC’d them on the message (as well as sent a separate message to them). Whether or not I got it correct, I will never know, as I received NO response from them or the registrar’s office. Despite continually voicing my discontent with how my complaints were being handled and asking for someone else to escalate my complaint to, I still didn’t get a response. 

  
  Once again, no deadlines were made available to me as to how long a student has to submit non-academic complaints. Many universities have open deadlines for non-academic appeals, due to the nature of such requests. When they do have deadlines (often years in my research), many are once again willing to hear the details of a student’s situation. If YU chooses not to be lenient in such ways, that is absolutely acceptable. However, they should make their deadlines known and give students (both former and present) the courtesy of being responsive and respectful of their situations and especially to honor their commitment to supposedly offering every student due process and the opportunity to file appeals/complaints that are handled seriously by the university. 

  
  I even tried to see if YU has an internal ombudsman so that I could escalate my complaint about YU’s lack of responding to my non-academic complaint, in addition to my other requests for the opportunity to present my case for grade concerns. However, I learned that YU does not have an ombudsman, which is concerning in itself, as this is a person/office that is literally appointed to assist with a student’s complaints. When that avenue failed, I attempted to see if there was any other avenues, such as through the O****** ******** ** ******************* That also failed, as the Ontario provincial ombudsman doesn’t have jurisdiction over private universities, such as YU. It was then that it dawned on me that YU operates as a business and so my last resort was to make this BBB complaint. 
  
  One of the very few email responses that I did receive from YU was them asking if I was planning to return to my studies. When I politely stated that I was not able to return to their program, they then ghosted me entirely. While I don't typically try to jump to conclusions, I'm left with nothing else at this point than to wonder whether or not they even deemed my complaint worthy of their time if they wouldn't be making more money off of me. Especially since they knew that there was nowhere else for me to escalate it to, when they have effectively trapped me with nowhere to go and no response or outcome.

   

  In summary, I truly wish I had done more research before attending YU, and had instead chosen one of the more long-standing and well-respected public research institutions in Canada. While I did enjoy my studies at the time, I can't endorse an institution that will neither provide clear policy direction, nor uphold the policies that they do clearly outline. Based on my experience up to this point, I don't have much faith that YU will be interested in trying to redeem themselves by responding to my situation but I sincerely hope that they will strive to do better and not treat other students in a similar manner to me. 

• Initial Complaint

  14/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was debating putting a pause on my studies as I could not afford to pay a single course out of pocket. Per my advisor I was told that if I do a minimum of three courses that I would be able to qualify for OSAP. The term starts in October and my application for OSAP was submitted September 06, 2023. Months went by and it is only until I pressured the school to confirm my enrolment that funding was released four entire months later. My funding request was to also cover the term of October as I expected the funding to come in in time or shortly after. I had to take out a loan to pay off the charges that the school has been taking from me meanwhile waiting FOUR MONTHS for the OSAP approval. When they confirmed my enrolment they advised OSAP that it’s ok to not release funding for the term that I applied for since I already paid for it. I would have never enrolled in my course if I knew my funds wouldn’t be reimbursed because I didn’t have the funds for one course let alone three and had to take out a loan to carry me through the semester. The school not only advised OSAP to release less funding, putting themselves in charge of my finances, completely overstepping. They now refuse to reimburse those funds even though OSAP sent the funds for the program to them Directly. I had to wait four months for the funds to be approved only until after I advised the school i have been waiting for these funds, the school also took it upon themselves to dictate to OSAP what funding I was applying for despite me applying for the term that I am currently in and desperately waiting to receive the funds so I can pay back the loan. I would have never enrolled in this term otherwise and would have taken a pause. The only reason I enrolled in this term is because I applied for OSAP funding to cover these costs. Now the school has completely overstepped and also stole my money from me.

  Business response

  09/01/2024

  Ms. ******* began the program in April of 2023 as a part-time student. She submitted a preauthorized payment plan at that time that is effective for the duration of her studies. Students can change their plan by submitting a new payment plan that is fully approved.
  Ms. ******* applied for OSAP on September 6, 2023, and the application was submitted for the period of October 9, 2023, to June 28, 2024. This is the standard nine-month, three-term application length for her program. Her application required her to submit documents to the OSAP portal. Without these documents, her application would not proceed.
  The first payment due date for the fall term was on October 9, 2023. At this time, Ms. ********* OSAP application was not approved as it was still missing the required documents. The payment plan for the term was carried forward from the previous term, and her account was set to monthly payments.
  Ms. ******* uploaded the missing documents to the student loan portal on October 11 but didn’t send a message to the financial aid team that she has done so. It is the responsibility of the student to inform their financial aid office.
  Ms. ******* informed the student finance office that her required documents were uploaded in early December 2023. Her application was submitted for processing, and her tuition and other costs were updated on her file to the actual amounts that Ms. ******* would be incurring. Prior to this point, her funding was an estimate based on a 100% course load. As per Ms. *******, she is taking the minimum course load of 60%, which needs to be reported to student loan for a proper loan assessment.
  Ms. ********* file was updated by the student loan to her loan value, and her Confirmation of Enrollment was available in the portal for the institution to confirm on December 11. The Confirmation of Enrollment was submitted that day electronically to the student loan. In the student’s Master Financial Assistance Agreement (MSFAA), the student agrees that funds from their student loan will be paid directly to cover tuition costs in the study period. When the institution confirmed Ms. ********* enrollment, a portion of the disbursement for the study period was directed to the school as the funds are to cover tuition up until June 24, 2024. A portion of the disbursement was also sent to Ms. *******.
  Ms. ********* student loan application remains at the same study period that she submitted (October 9, 2023, to June 28, 2024). She is still receiving funding for the October (fall) term of studies. In her original application, she put that she would be taking a higher course load than what she is currently taking, which would result in a higher estimate of funding. Once the actual numbers were updated when her loan was approved by the student loan, this could cause her assessment to be reduced as the student loan calculates tuition in their need assessment for every student.
  Ms. ******* has registered for the Winter 2024 term, which is part of the student aid application, and the funds directed from the student loan in December will pay for that term. There is a credit on file that would typically be held for the third term of studies of $1,570. This amount can be refunded to the credit card that Ms. ******* has on file. No further deductions for this term will be taken from the credit card on file for this term as it is paid in full. 
  For the next release of funds at the end of February, Ms. ********* student loan will be updated with actual tuition charges for the entire year, and funds will be released to the institution. If there are an access of funds, they will be directed to Ms. ********* account. If there is a balance due, Ms. ******* will not need to make the payment until April 8, 2024.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in the middle of my final course at Yorkville University, which was my placement. Aside from spending over a year just to find a placement on my own, I was having difficulty getting enough direct client hours and my supervisor and school were not providing any support with this. My supervisor and program coordinator both suggested that I withdraw from the course and find a new supervisor for the next term. I did not agree to this as I wanted to finish the semester and be put into the course extension group, but they pushed me to do so. In none of the conversations or emails was it mentioned that I was being terminated by my supervisor. I found two new supervisors to work with in the next few months. However, after Yorkville received a letter from my supervisor about a termination that I knew nothing about, they immediately dismissed me from the program as it was considered a course failure. I can also note that my supervisor never discussed any of what was mentioned in the letter with me as it was her who made it sound like it would be me who was leaving and not her who was firing me. I also believe she was completely misguided in her letter to my school. Now, Yorkville will not let me return to the program despite taking a year away to better myself and despite only having one course left. There was zero communication with me about what was going to happen and I feel as if Yorkville set me up to fail the course when it was them who advised me to withdraw from my practicum course in the first place. This situation was a huge injustice and there was such a lack of support or understanding on their part for the student. I do not feel as if I should have been dismissed because i did not fail the course and simply had poor decisions made on my behalf which led to miscommunication on Yorkville's part

  Business response

  18/12/2023

  · ******** **** became a student in the Yorkville University Master of Arts in Counselling Psychology (MACP) program in May 2020 and completed required course work other than Practicum in December 2021. ********** term record shows good grades, except for a failed Research Methodology course in the Fall 2020 term.
  · ******** **** began the first of two 15-week practicum courses in the Fall 2022 (September 2022). The practicum courses have two components, course work completed under the direction of a member of the University faculty and a practicum placement with a counselling agency completed under the supervision of a qualified Site Supervisor who is an employee of the counselling agency.  Students must pass both the course work and the applied practicum components of the course. 
  · On November 2, 2022, a little more than halfway through the first of two 15-week practicum placements, the Site Supervisor at the counselling agency at which ******** **** was serving their practicum wrote to Yorkville University formally terminating ********** practicum placement because of serious deficiencies in counselling competencies. This termination made it impossible for ******** **** to pass the practicum placement component of the course and, so, resulted in ******** failing the course. 
  · MACP students are allowed to fail no more than one course. Yorkville University offers the MACP program under the authority of the New Brunswick Degree Granting Act. The *** ********* ******** ** ************** *********, Training, and Labour has made it a condition on the University’s authority to offer the MACP degree that any student who fails a course (earns less than 70%) and then fails to achieve the passing grade of 70% (B-) in any course, including the course original failed, must be academically dismissed and may not be re-admitted to the MACP.  Thus, ******** Snow, having failed a research methods course in Fall 2020, was academically dismissed and the University is legally unable to re-admit Courtney. 
  · The University’s academic appeals policy gives every student the right to appeal any decision. ******** **** had the unfettered right to appeal the practicum termination and/or course failure and/or academic dismissal. Appeal panels in similar cases in the past have granted students relief where there are grounds to do so – normally medical, compassionate, or natural justice grounds. ******** **** did not initiate an academic appeal. Although there are deadlines and timelines associated with filing an academic appeal, University appeals policy allows the University to extend deadlines to suit the circumstances of the student. Should ******** **** wish to pursue an academic appeal, the University will certainly consider the appeal. ******** should contact a********************** to discuss appeal possibilities and procedures. 
  · The University recently created an Office of Student Rights and Responsibilities. If ******** **** believes the University has treated them unfairly or violated their rights, they should contact s********************************************** 

  Customer response

  18/12/2023

   I am rejecting this response because:
  
  Yorkville University continues to say that I failed the course but they refuse to acknowledge all of the mistakes and mis communications that were made on their part that led me to this so called failure of the course. There were so many communications between me and the school prior to this letter they received that put me in the position that I am. Once again I may add that I have written documentation that my supervisor never mentioned to me that I would be terminated. It is cowardice and deceitful. They lack the ability to support their students and have no issue taking all of their money and giving them nothing to show for it. This school is unforgiving and unethical. 

• Initial Complaint

  15/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  back in march i had asked for leave of absence from my school Toronto film school Yorkville university when i read the info they had said its a $300 deposit to keep my spot and will be used when i come back with the unfortunate personal stuff i had to ask to leave the school about a month ago, i also asked when i would get back my 300 they said it was non refundable when i pointed out that it did not say it they send me a email still showing it was not and agien with the hand book they gave me plus the pic they had sent me still showed noting saying that and i pointed it out and said i should be getting it back and they sent another email saying sorry they sent the old hand book and sent the updated one, i asked when did it update due to not ever getting an email saying it was updated and i was told that more or less that I had to go looking to see when it dose and still told me i could not get it back. With no emails telling any of the students that it was updated it i think its very unfair how they are very unprofessional and also very gaslighting if you missed one payment they sent a very threating type email and if you asked for payment it was like pulling teeth for any type of help, i have a disability and i hate using it as a power thing to get help but i had to just to get a okay payment plan even than when i asked for them to take the money out when i got payed they told me no. They are also very gaslighting to anyone. Can you please help me get my 300 back since i was under the impression that it was only a deposit and never got any emails with updates

  Business response

  23/11/2023

  While we stand by our policies regarding leave of absences, we have reached out to the student and agreed to her request for a refund.

  We regret any confusion his situation may have caused.

• Initial Complaint

  23/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi there, I was accepted into the Master of Arts in Counselling Psychology at Yorkville University on July 27, 2023. When I was accepted into the program, I was asked by my Admissions Advisor, ******* ********, to pay the $300 fee that would hold my spot in the program. I was requested to pay this amount multiple times via email by ******* and the Bursur’s office by the Aug 18, 2023 deadline. I was told that this amount would be used towards my tuition and was not an additional fee. This was communicated to me via email by ******* on July 18, 2023 when I submitted all my required documents (email attached). I paid the amount requested on Aug 18, 2023. On Aug 19, I sent ******* and the Bursur’s office an email indicating that I had to withdraw from the program due to personal reasons (email attached). When I asked for the $300 refund for the tuition, I was told by the Bursur’s office and by ******* that this amount was non-refundable. I was informed that this was noted on the Academic Calendar on their website. This was the first time I was informed of an Academic Calendar, prior to this all of my admissions documents and information was sent to ******* and she coordinated all the payment reminders and information. I feel that a sense of urgency was created for me to pay the $300 tuition fee and the information surrounding the non-refundable $300 fee was not communicated to me. I feel taken advantage of as a student and would like my $300 refund as my personal circumstances have changed and I need the money for my kids. Is there someone who can help me with this?

  Business response

  25/08/2023

  Hello,
  
  I regret that ******* had this experience and has decided not to pursue the Master of Arts of Counselling Psychology program at this time. Yorkville University recognizes that prospective students' plans can change and that personal, professional and/or financial matters can impact their ability to commence their studies as planned.
  
  All applicants who have successfully been admitted to one of Yorkville University's programs are required to pay a registration fee which is applied to the prospective student's account and taken off the first term's tuition. Once an applicant is admitted, they will receive an acceptance letter congratulating them on being admitted and asking them to register for the first term. Before an applicant pays the non-refundable $300 registration fee, they must click on the boxes below to confirm that they have reviewed all the relevant information prior to paying this fee (see attached screenshot).
  
  Based on my understanding of ********* case and reasons for not being able to start the MACP program as planned in September, I can confirm that we have refunded ********* $300 registration fee as requested despite registration fees being non-refundable. Please allow 3-5 business days for this to reflect on their statement. Furthermore, we hope to have the opportunity to revisit their application in the future. ********* application and acceptance will remain valid until the May 2024 term should they be able to start the program. 
  
  If ******* requires any additional support or guidance, they are welcome to contact me directly at any time.
  
  Warm regards,
  
  ***** ********
  ******** ** **********
  Yorkville University, New Brunswick
  ** ***********************
  
  

• Initial Complaint

  13/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello! In the Fall of 2022, I was considered a full-time student at Yorkville University. On Nov. 14/2022, I was enrolled in PSYC 6213 (Research Methodologies). On Nov. 18/2022, I asked for and completed the appropriate paperwork to withdraw from the course (as I could not fully commit due to a busy work schedule). I was successfully withdrawn from the course, and on Nov. 23/2022, I emailed the Bursar (YU) stating that I had withdrawn and asked how it would affect my OSAP funding. As I had not seen a refund sent back to the N******* ******* ***** ******* ****** *******, I inquired on Feb.15/23. As per an email from ***** *** (Financial Aid Officer) on Feb. 16/23, the school owes the NSLSC a total of "2, 405.29$". When asked when the refund would be sent, **** ******* (Financial Aid Officer) stated on Feb.23/23 that "the refund process to the NSLSC may take up to 3-4 weeks". The refund was never sent back, and when I inquired again, **** ******* stated on April 10/23, that "refunds are issued in the order that the request is received." The NSLSC paid for course, in which I successfully withdrew. It has been over 4 months and the NSLSC still hasn't received their money.

  Business response

  18/04/2023

  Yorkville’s policy surrounding credit balances, as per the academic calendar, states that credit balances resulting from cancellations, withdrawals, or other schedule changes will be applied to upcoming payments on the student’s current or next term of study. The student is in an active status with the institution for the winter 2023 term as a part time student. The credit balance was held on account as per the credit balance policy. 
  
  Being that the funding in question came from student loan, once the student was no longer in full time studies, they are no longer eligible to receive funding for that time period and any unused funding from student aid should be refunded to the student loan body, in this case, the N******* ******* **** ******* ****** ******** Yorkville did not complete the refund for this student in a timely matter due to an oversight on the part of Yorkville based on the credit balance policy noted above. The refund should have been completed when the student’s status changed to part time, and not held on account. 
  
  Yorkville has now completed the refund to NSLSC and has notified the NSLSC of the payment that was sent. This process can take several weeks to show on the NSLSC account depending on processing time of the NSLSC. Yorkville would like to apologize to the student for the delay in sending the refund but would like to assure the student that it has been completed and to please reach out to Yorkville for any information they need in regards to the refund. 
  
  Yorkville will be working with the student finance staff to bring awareness to this student’s unique situation and work to put procedures in place to ensure this does not affect future students.

  Customer response

  21/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19930390, and find that this resolution is satisfactory to me.

• Initial Complaint

  17/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I've been waiting for a while for a refund from these people very/ or little response, more like a copy and paste response and I would get a " I ll follow up" and not respond back for like a week until I ask it again and getting a same response

  Business response

  22/12/2022

  To process the refund for Mr. *****, we required his updated bank information after he cancelled the credit card used for enrolment. 
  Mr. ***** agreed to provide us with his banking information when contacted on Nov. 22, 2022. 
  Despite some delays not of our doing, the transaction was processed within the 30-day time frame set in the school’s credit balances policy.
  His refund was processed on Dec.16, 2022.
  We hope this settles this matter and wish Mr. ***** success in his educational endeavours.Tell us why here...

• Initial Complaint

  21/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MY name is ******** ***** i enrolled into BID pay as you learn no OSAP each course was 1155 i took 3 courses so total 3 465. so i paid 300 for that seat which i was told willl be taken off my first payment. 3 equal payments of 1155 starting on the first every month...so 855 i was billed..ok i have widthraul from all 3 programs on the last date of the month. I filled out the paperwork they told me to do, they told me the wrong paper work to fill out 14 days later they randomly went into my account a took $500 for a widthraul fee, were was my 10 day notice like myinsurence does and an extra 387.75 for some reason because thay are avoidiong me. I HAVE all the documentation. phone calls recorded. the pre auti payment said 1st of every month and all other fees but the fees dont have a date to it, only the enrollment 3 equal payments i widthdrual on the very last date and i didnt even log in becuase it would count as using the services

  Business response

  23/11/2022

  ******** ***** started the Bachelor of Interior Design program at Yorkville University on Oct. 3.  
  He was enrolled in the program for 28 days and withdrew on Oct. 31 for medical reasons, asking to return in the summer of 2023. As per our institution withdrawal policies, he would be charged a prorated fee for the days enrolled in the course plus an administrative fee. This policy may not have been fully understood by ********.  
  On Nov. 21, he was given unclear information by a finance department representative, but this information was then clarified with a phone call on Nov. 22. The finance department is fully prepared to refund a credit of $112.25 immediately. 
  However, ******** informed us on Nov. 22 that he has cancelled the credit card originally used, so we will be requesting his bank information to process his refund directly to his bank.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’m a student in the MACP program at Yorkville University. I have a 4.16 GPA and am in my last term of practicum; I have (well, had) less than two months of school remaining. My practicum site supervisor began crossing professional boundaries and accusing me of being privileged and failing my duty to report. I effectively completed my duty to report (see attached) and she even confirmed it in an email. Yet, she shared with the school that I am unethical, incompetent, and privileged. I asked the supervisor to explain how I failed my duty, how I’m incompetent, and how I’m privileged—she could not provide any examples. The more I tried to see what she was seeing, the more labelling she did. She then unilaterally changed my grades from 90s to 0s without explanation. When I told the University, they did nothing. As time went on, the tension from my supervisor grew stronger toward me. I emailed the school, they did nothing, and she terminated me. She wouldn’t approve my near 160 earned hours and Yorkville gave me a fail grade for practicum. I asked the school to intervene months before the termination and they told me & my supervisor to “get along.” Though I am appealing the grade and have evidence of the ex-supervisor’s harassments, I have not heard back about the school approving a new clinic/site I found. No one is getting back to me. Unfortunately, I had to get a lawyer to help me fight this injustice. I was being harassed, sought help from the school, they did not take my concerns of oppression seriously, and when I tried to tell my ex-supervisor that her comments were unhealthy, she fired me. I need them to approve the earned hours from the old site, and transition me to another site (a site that is waiting for the school’s response to take me on). The University failed to follow its own process and is not helping me move to a healthy, competent supervisor. I’m currently losing time toward meeting my 200 hours by December 2022.

  Business response

  15/11/2022

  Yorkville University (the “University”) is writing in response to the complaint that was sent to the Better Business Bureau on or about November 1, 2022.

  The University is not at liberty to disclose personal information about its students. Accordingly, this response does not purport to explain the events from the University’s perspective. Rather, it wishes to take this opportunity to: (1) discuss the Masters of Counselling Psychology (“MACP”) program; (2) the practicum requirement; and (3) some of the ways in which the University is committed to ensuring the success of its students.
  
  The MACP program requires students to successfully complete a practicum course in addition to a series of academic courses. During practicum, students work under a registered clinician, known as a “site supervisor,” and must record 200 hours to graduate from the MACP program.
  
  If a student experiences an issue that might limit his or her ability to complete the practicum course, the University works with the student and site supervisor to help the student succeed.
  
  If a student nevertheless receives a failing grade in the practicum course, students may appeal their grade. The University considers all relevant aspects of the underlying circumstances, including documents and information from all parties involved. The University has policies and protocols in place to ensure that appeal decisions are fair and made impartially. Students that are not satisfied with the results may appeal to another committee not involved in the initial appeal.
  
  In all cases, the University consults with students, site supervisors, faculty, and staff, as the case may be, to ensure that its students are well-prepared and fit to counsel those in need. As such, the University has an obligation not only to its students, but to the general public, including potential clients and patients. The University, in the course of deciding an appeal or otherwise, makes decisions that balance those important elements.

   

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