Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered for the online phlebotomy technician program and while trying to move forward with the process I have not received any answers about the next steps. After reading more reviews on the website it seems like many others had similar issues so I ultimately requested a refund and to withdraw which is only allowed 10 days after the class has begun so I have reached out to two separate people and no response.

  

  Business Response

  Date: 04/11/2025

  Hello,

  Thank you for reaching out. This student has been fully refunded. 

  Please let me know if there's anything else needed. 

  Best Regards,

  ***** ****, Manager

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a very unprofessional and shady company. I was skeptical about enrolling and when I was finally able to reach someone I was told I would for sure receive help finding an externship with hospitals that they partner with since I cant get certified without completing 125 cases (clinicals). Mind you, no hospital will hire me with out the license in Tn so Im not sure how ******************************************************** has partnered with them. Without that this whole program is worthless and they are the only ones benefiting at this point. I asked her this several times and was assured that I would receive help finding an externship site and help with job placement before enrolling and so I did.Well I have completed the courseshe no longer answers my calls and if I call she lies and says she will give me a call right back and never doesI was in contact with the program recruiter who is supposed to help me find this said externship site and she is no longer answering my calls. They are both acting very shady. They claim that they have a 24/7 help line which is the main number but I have never had anyone answer ever. I would like a full refund because I never received the hard cover book, computer, or materials. I also found the curriculum lacking so much information that I wouldnt have known until completing. There is also no instructor so ed2go is not at a loss. I havent even received a certificate of completion either and no externship placement as of yet. I am the only one at a loss. I would like a refund or I will take legal action. This program sets you up for high expectations and failure. I would like a full refund.

  

  Business Response

  Date: 02/27/2025

  Hello,

  I am not finding this student in our system. Was a different email used when they signed up? 

  I need a valid email address, street address, and the exact name of the course the student was enrolled in (including the course code) so I can investigate this further. It would be helpful to know the start date of the course as well. 

  Thank you. 

  ***** ****, Manager

  Customer Answer

  Date: 02/27/2025

  please kindly check again as all the same information was provided. As for the start date it was February 6, 2025. 

  

  Business Response

  Date: 02/28/2025

  I'm sorry, we have searched our database with the student's name, email address, and phone number provided in this complaint and we are unable to locate any records of her enrollment. Can you please provide additional information, such as exact title of course she enrolled in, names of anyone she previously spoke with, and any other identifiable information so we can help track this down. 

  Thank you.

  ***** ****, Manager

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've enrolled with ED2GO for *** and paying money for that but I've been facing a lot of disrespect and injustice. I've asked to *** disenrolled since the beginning because the instructor don't help, she's rude, but they didn't let me go. Now I've been trying my best to do it and even with that, they are lying about me, disrespecting me, blocking me, erasing my work, etc. i need help, please

  

  Business Response

  Date: 02/24/2025

  Hello,

  Thank you for your message and for the opportunity to respond to this student's complaint. 

  On Friday, February 21, 2025, this student accepted the offer to transfer to a different instructor for completion of her course. 

  Please let us know if there's anything further we can assist with. 

  Best Regards,

  ***** ****, Manager

  Customer Answer

  Date: 02/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for financial help just to see if I could be approved with affirm. I received. A email letting me know that I was and that ed2go was funded. I wasnt completely sure if I want to take the financing. They told me I would need to speak to ed2go. I have called ed2go at least 50 times, no one answered the phone. Affirm is wanting me to start paying for this loan, but I did not except it, no will I use it.

  

  Business Response

  Date: 01/29/2025

  Hello,

  Thank you for contacting us about this student's complaint. Since the student originally submitted the drop request within ten (10) days, we have approved and processed the drop/refund. The student was notified last week of the full refund.

  Please let us know if you need any additional information. 

  Best Regards,

  ***** ****, Manager

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I file several months ago, about an advance online course that never took place. I have called, sent several emails, asking for a full refund, due to missing materials and start date. I continue to receive emails for overdue payments but my bank been stop payments, because this matter. Can someone please contact me about receiving my refund and clearly this on credit report.

  

  Business Response

  Date: 01/17/2025

  Dear Jasmine ****,
  
  Thank you for your inquiry regarding the student's complaint. We are denying the students request for a refund. Here are the key details:
  
       *The student enrolled in the program on April 29, 2024, and received the Welcome Letter and access information on the same date. The materials were shipped on May 2, 2024. 
       *The student signed an Enrollment Agreement, which states that drop/refund requests must be made within 10 days of the enrollment start date. However, the student did not request a refund until four months later.
       *The student paid for the course using a loan from Affirm. Affirm has reviewed the evidence related to this dispute and determined that the student is responsible for the disputed amount.
  
  We appreciate the opportunity to address this complaint.
  
  Best Regards,
  ***** ****,Manager

• Initial Complaint

  Date:12/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in and financed $2995 for online Medical Billing and Coding course (with testing voucher) offered through Ed2Go in September of 2023 and completed the coursework in January of 2024. However, due to the slow and negligent communication of Cengage, I was not allowed to take my national exam, which I had already paid for, until the end of March 2024.Issues:Non-existent Student Support:Attempts to contact support for assistance were uniformly unanswered. Emails to their support teams were either ignored or met with unhelpful responses.Ineffective Coursework:The course material is outdated and does not align with current industry standards. It appears to lack depth and relevance, providing little value to students aiming to improve their employability. Furthermore, practical, actionable content that would genuinely prepare a student for the workforce is noticeably absent.Misleading Advertisements:The course was marketed as a pathway to enhance job readiness and career advancement. However, the content provided does not live up to these claims, resulting in a waste of time and financial resources. Furthermore, I enrolled through *************************** and yet the ED2Go brand is prominent on my certificate. As a paying customer, I find this situation unacceptable. The combination of poor support, subpar coursework, and unmet promises reflects poorly on both Ed2Go and its parent company, Cengage Learning. It is my belief that prospective students deserve transparency and accountability when investing in educational resources.I kindly request the Better Business Bureau to investigate this matter and take appropriate action to ensure that Cengage Learning/Ed2Go improves their services and fulfills their obligations to their students. Additionally, I would appreciate guidance on any further steps I can take to address this issue, including potential resolution through refunds or other remedies.

  

  Business Response

  Date: 12/05/2024

  Hello *****, 
  
  Thank you for sharing your concerns regarding your experience with the Medical Billing and Coding course through Ed2Go. We value your feedback and have reviewed your account to address your concerns.
  
  Support and Communication
  When you requested your exam voucher in January 2024, you were informed of a 34 week processing time. Your email on 1/30/2024 received a same-day response clarifying this timeline. Your voucher was officially assigned on 2/29/2024, within the communicated timeframe.
  
  Course Content
  The program fully aligns with AHIMA exam requirements and includes lessons on career preparation, such as resume writing and job-seeking strategies. It is designed to prepare students both for certification and for employment in the field.
  
  Material Support
  When you reported lost materials, replacements were sent at no cost. Additionally, when concerns arose about post-completion materials, a second textbook was shipped for free.
  
  Timeline and Resolution
  While we regret any frustration caused by the voucher timeline, we promptly addressed your concerns within expected timeframes. The matter was resolved in March 2024, and we have not received further communication until now.
  
  Conclusion
  Given that the program was completed, resources were provided, and timelines were communicated transparently, we do not find a refund justified. However, your feedback will help us improve our services.
  
  If you have further questions, please feel free to contact us.

  Customer Answer

  Date: 12/05/2024

  I am writing to follow up on my previous complaint against Cengage Learning, the parent company of Ed2Go, which was rejected on the grounds of not being filed promptly. While I respect your process, I believe this response does not address the core issue: the failure of Cengage/Ed2Gos program to deliver on its promises of career preparation and job readiness. This failure has had a significant financial and emotional impact on me as a paying customer.
  Since completing the program, I have applied to numerous positions in the field but have faced repeated rejections. The coursework provided no actionable skills or industry-standard knowledge to make me a competitive candidate. Additionally, I have spent hundreds of dollars on resume services and ******** memberships in an effort to enhance my prospects, yet these efforts have been fruitless due to the inadequate preparation provided by Ed2Go.
  Further investigation into the Better Business Bureau website reveals numerous complaints from other dissatisfied students who have encountered similar issues with Cengage/Ed2Go. This pattern suggests a systemic failure in their programs and marketing practices. As such, I request that the BBB take a closer look into these recurring complaints and hold Cengage/Ed2Go accountable for their misleading advertisements and subpar educational offerings.
  I am also requesting a refund of at least half of my tuition fees. The program failed to meet its promises, and the lack of employment opportunities or career advancement resulting from this course is a clear indication of its ineffectiveness.
  Thank you for your attention to this matter. I hope this follow-up letter clarifies the seriousness of my concerns and encourages a more thorough review of this case. Please do not hesitate to contact me should you require additional details or documentation.

  

  Business Response

  Date: 12/11/2024

  Hello *****,

  Thank you for reaching out. In addition to our initial response, please note that our program does not guarantee job placement. Our courses are designed to prepare students for certification exams they choose to take upon completion.
  While I understand your concerns, this information is mentioned in the *** section of the course catalog. You can review the details here:
  
  Medical Billing & Coding Program ***.
  Am I guaranteed a job?
  ed2go courses provide the skills needed to pursue an entry-level position in most cases. However, we recommend researching the job market in your area before enrolling.
  
  Our team has provided the support and resources outlined in our program, fulfilling our commitment to your educational journey. We wish you all the best in your future endeavors!

  Customer Answer

  Date: 12/11/2024

  I appreciate your tone-def response. I reject your answer. What kind of moron do you think I am that I would expect job placement? I will spend as much time as I need to lett people know what garbage companies Ed2Go and Cengage are. Perhaps I can get your CEO, ******* ****** - who is compensated 3.5 million annually - to float me a loan to pay off what I owe. Shame on you for saying I "should research the job market." ************ epitomizes corporate greed. Repackaging outdated material and slapping and "ED2Go" brand on the certificate. America is done with your kind of BS. I hope you go bankrupt.

• Initial Complaint

  Date:11/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in the ed2go program through the *********************. I am taking the Medical Billing and Coding Class. The cost for the class was $3,600. I received the textbooks that I was supposed to be using for the class about a month after I started the class. I did have access to the ebook right away, but I could not do any of the lessons without the actual textbooks. So I was unable to start the class for a month. The class is self-paced, but you only have a year to complete the course. So it was very frustrating to me that I had to wait a month for the materials I needed to start the class. My biggest frustration is that I was told that there would be an instructor available for any questions I might have. The "instructor" would respond to my emails in a timely fashion. However, the responses to my questions were never straight answers. The only responses I ever received were basically to reread the link in the book. So, I am never able to get a straight answer to clarify any of the material. I'm not sure if the instructor just doesn't know how to answer my questions or just doesn't want to. But I feel like paying $3,600 for a class should get me some straight answers to specific questions. This is not happening with this company. I highly recommend taking another program if you're interested in billing and coding as a career. I chose this one because it was a little cheaper and is self-paced. I wish I would have paid more and gotten more professional treatment. The certification exam is very expensive. I am almost done with the courses and do not feel properly prepared. Very disappointed.

  

  Business Response

  Date: 11/21/2024

  Hello ********, 
  
  Thank you for bringing your concerns to our attention. We take student feedback seriously and are committed to ensuring every student feels supported throughout their educational journey. Id like to address the concerns you raised about your experience with the Medical Billing and Coding program through ed2go.
  
  Textbook Delivery Delays
  We understand the importance of having timely access to course materials. Upon reviewing your account, we found that:
  The textbooks for the Medical Billing and Coding course were shipped on 7/30/2024 and delivered on 8/1/2024, within our typical 710 business day timeframe.
  Your course began on 7/29/2024, and while the physical textbooks arrived shortly thereafter, eBooks were available immediately upon course access.
  For the Medical Terminology course, we noted that the Medical Desk Dictionary was delayed due to a backorder and shipped on 6/25/2024. However, this resource was supplemental, and its online version was accessible in the classroom.
  
  It is important to note that delivery of the course materials and required materials are clearly outlined in the course catalog, you may view this here: ****************************************************************************************
  
  Instructor Support
  We strive to provide responsive and helpful instructor support through our online classroom Q&A feature.
  
  While instructors often guide students back to course materials for clarity, we understand the importance of providing detailed explanations. We have reviewed the correspondence between you and your instructor and see that they provided a different approach and it appears that you responded with your thanks. If issues should arise, please reach out to our Student Advising team so that we can better support you and the instructor. As a side note we have also taken this as a coaching opportunity and connected with our team to review. 
  
  Thank you! 

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in the sterile processing program on January 23, 2024; tuition costs were $2795. I chose to go with ED2Go because the program is self-paced and they offer an externship. The reason I am filing this complaint is that from the very beginning, it has been a frustrating experience with the unorganization and waiting months for supplies that are imperative to finishing the course. Once I got the lab kit, the supplies were not labeled and the book that could've helped me identify them was never shipped out to me. This has been an issue throughout my experience with this program. The necessary information that should be given at the beginning of the course is not available until you are nearing the end of it. This is the biggest issue I have with the program which is the lack of information that is given. I was not made aware that I would be financially responsible for all the requirements to be placed into an externship (drug test, background check, liability insurance, and CPR certification) this is something that should be told from the beginning, as well as you are not guaranteed to fill the 400 hours needed to become certified. The reason this is important is because I live in *** which requires you to be certified before you can start working as a sterile tech. I can't get the 400 hours on my own for this reason, I would have to get it through Ed2go and when I contacted the student advisor about my concerns, it was disregarded and never answered. I am beyond frustrated and due to the lack of progress in the program and the unforeseen circumstances of losing my brother recently I can no longer continue with this course. I will return everything that was sent to me and would like to withdraw from the program for a refund of what was paid already due to the extenuating circumstances of losing my brother as I am not in the mental state to continue this program. Thank you.

  

  Business Response

  Date: 10/26/2024

  Hello ******,

  Thank you for sharing your concerns with us. We apologize for any miscommunication or confusion regarding your program and the materials included in your enrollment.

  We understand that, in addition to missing materials, there was a delay in the delivery of your lab kit due to supply chain issues. We recognize how frustrating it must be to have experienced these delays alongside the incomplete materials in the kit.

  Regarding the Externship Opportunity, we want to clarify that the course catalog notes that this opportunity is not guaranteed. Additionally, students are responsible for completing any required documentation for placement. As the externship is not mandatory for program completion, the costs associated with these requirements are not included in the course price.

  That said, wed like to offer an exception to our drop policy and provide you with a partial refund. Our **************************** will reach out to you with the details of this offer via email within the next 12 business days. Please review their email and respond at your earliest convenience.

  Thank you again for your patience and understanding.

  Customer Answer

  Date: 10/28/2024

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

• Initial Complaint

  Date:10/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ed2go/Cengage states the program is instructor lead. That is misleading. There is an instructor but they do nothing other than providing an email address to send a message if there is a question about the content. I purchased the "Instructor lead" program because I knew I would need the lecture and insight from an instructor. I did alright on the first basic course without an instructor but the second one I needed help with and got none and ended up failing the certification exam. They also stated there would be an opportunity to retest if needed then when I asked for the second voucher I was denied. I have reached out several times and all they say is too bad. This is bait and switch at its finest.

  

  Business Response

  Date: 10/11/2024

  Hello, 
  
  Thank you for sharing your feedback and concerns about the program you enrolled in. We have reviewed your account and the timeline of events, and we would like to provide some clarification.
  
  Our programs are designed to be self-paced, which means that the instructors are there for students when they have questions, but it is ultimately up to the student to reach out to the instructor if they should need assistance or have questions. In addition, since the course is self-paced, all of the course content is available for all students as they enroll at different times. This is a big reason as to why we do not offer live lectures.
  
  While we understand your frustration, it is important to research the program set up prior to enrolling and ask any questions you may have to an Enrollment Representative.
  
  In addition, we would like to provide some additional information regarding the cost of the program and exam attempts.
  
  The cost of the program includes one attempt for each exam. If students do not pass the first time, it is up to them to purchase any additional attempts.
  
  Program details may be found within our course catalog, which you can view here: ***********************************************************************************************************************************
  
  We encourage you to review the course catalog for more information about the program's structure, requirements, and costs. If you have any further questions or concerns, please don't hesitate to reach out to us.
  
  Thank you!

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because:

  The website ******************************************** provides this information:

  Provided by ed2go, these short affordable courses deliver skills quickly for professional development or personal enrichment.  Our interactive instructor led courses start monthly with twice-weekly ****** plans.  For the independent learner, our self-paced courses provide access to all ******s immediately with up to three months to complete.  Hundreds of courses in topics including business, computer applications, writing, accounting, leadership, soft skills and more.

  How else is one to interpret that statement?  "Our interactive instructor led courses start monthly with twice-weekly ****** plans."

  This is the reason that I elected to purchase the package.  I knew I would need help with the Net+ course.  I received none.  I reached out several times to the "instructor" ***** ********, regarding difficulties.  I also reached out to the "advisors" on at least two occasions.  Responses are slow and impersonal, each referring to the other.  **************** is sorely lacking.  The instructor might have offered to schedule a one on one coaching session at the least.  

  When I asked for the voucher, I was required to complete each module, I had left some unfinished.  At that time, the instructor might have reached out.  This was an instructor lead course after all.  Is all responsibility on the customer then?  Do you take no responsibility for your product?  

  
  

  

  Business Response

  Date: 10/17/2024

  Thank you for your message.

  I wanted to clarify some points regarding the course you are currently enrolled in: CompTIA Certification Training: A+, Network+, Security+ (Vouchers Included). This program is considered a Career Training Program and, as such, follows a self-paced structure. Although we also offer instructor-led courses on a monthly basis, your current course does not follow this model. You may view the full details of your course offering here:***********************************************************************************************************************************

  We understand your frustration, but please note that our self-paced programs are designed to allow students to log in when convenient and reach out to the instructor for support when needed. Unfortunately, we do not offer live sessions for these programs. Additionally, to ensure all students are prepared for their certification exams, we require that all course components are completed before releasing the exam voucher.

  
  Regarding your concerns with instructor and student advising response times:

   Our records show that the Student Advising Team responded to all of your inquiries within 1-2 business days, providing resources and assistance as needed.

  It appears you reached out to your instructor four times within the classroom, and each time received a response within 24 hours. However, in the Security+ course, it seems no inquiries were made to the instructor via the classroom.
  

  We believe that we have provided the appropriate assistance, and we apologize again for any frustration you may have experienced.

  Thank you for your understanding.

  Customer Answer

  Date: 10/18/2024

   I am rejecting this response because:
  
  "Our programs are designed by a team of professionals from each respective field, providing you with effective web-based learning programs. Instructors/mentors are actively involved in your online learning experience, responding to any questions or concerns, as well as encouraging and motivating you to succeed."

  The hype is misleading.  The site says courses are instructor lead.  I cited the page previously.  The quote above is from the page you referenced.  I did indeed reach out and receive responses.  None of the responses were remotely encouraging nor motivating.  

   

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Nov. 2021, I applied for a self service Adobe course online through my community college which gave me a loan of $2,500 through launch servicing. In Jan. 2022 my grandmother passed away, and it left us with funeral expenses. I was able to have them postpone for a few months. In november 2022 I had another death in my family. Both which I can provide documentation. In the spring of 2023 I called and asked if I can continue the course and I would pay the loan. They said NO and unfortunately I cannot make a payment plan past due must be paid in full which is now $3000. This loan is hindering my credit badly. I cannot find an apartment nor can I open any loans or mortgages. Since I am a single mother of two and ********** I requested for a forgiveness or some sort of resolution but they flat out said no. This loan has been reporting late since 2022 and will not close or go to collections. I tried to dispute on many occasions but have had no luck.I had sent a few emails back and forth with Ed2Go and also with Launch Servicing. Neither of them were willing to help me. Upon filing a complaint on Launch Servicing, now Ed2Go is offering to lower the cost, but I am still forced to pay something I was barely used, which they can see how many hours have been put into the courses. Which once again, I do not mind paying for if I am getting my money's worth. I don't understand how can they restrict you from a self paced online course? $1,600 is a lot of money to give away especially for a ********** parent of two. Today is October 9th, 2024 the email from ed2go was sent yesterday October 8th, 2024 and I am only given until October 15th 2024 to make such a stressful decision.

  

  Business Response

  Date: 10/10/2024

  Hello Siara, 

  We understand and empathize with your situation, and we are truly sorry for your loss. However, it is important to note that students are responsible for repayment, regardless of whether they complete their program. It is the student's responsibility to continue making payments.

  I have attached two agreements that you signed through Tuition Flex, which outline the repayment conditions you agreed to.

  Furthermore, you acknowledged a Student Enrollment Agreement prior to becoming an active student. This agreement outlines our drop policy, and you may review the details here: https://www.ed2go.com/career/student-agreement.
  We recognize the circumstances you are facing, and our team has made an exception to our policy by reducing the amount you owe. Please respond to their email by the deadline provided, with your decision.

  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because:
  
  I find the five-business-day timeframe provided for my decision to be insufficient and unreasonable. Given the significant financial commitment of $1,600, without allowing ample time for consideration, especially in the current economic climate.

  Furthermore, I believe it is unjust to have to pay for a SELF SERVICE ONLINE course which my my access was disabled immediately after I was unable to meet my monthly payments. This action has effectively penalized me for circumstances beyond my control. While I acknowledge the existence of a contract, I contend that it is disproportionate to impose such a high fee for a course that I did not have the opportunity to complete.

  Since last year, I have attempted to reach out to both Launch and Ed2Go, but no one has been willing to assist me. This lack of support has compounded my frustration and difficulty in resolving this matter.

  

  Business Response

  Date: 10/11/2024

  I apologize for any frustration; however, this is standard for all students who have taken out a Student Finance plan. Students are responsible for repayment regardless of their completion status.
  
  For those that are unable to pay, there are options available within Launch (such as a forbearance). I do see that you did take this route with Launch directly in Nov of 2022. I also see that your course was suspended in May of 2022 and you were enrolled in October. During those 7 months, you logged in 3 times between October and November.
  
  We also have hold options for students (who are active) where we would place your course on hold for 90 days. This is outlined in the Student Enrollment Agreement as well.
  
  At this time, we have made a final exception to our policy and can provide you until the beginning of next month to make a decision.

  Please respond to the email with this offer to proceed with the next steps.