ComplaintsforGeorgetown University

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an offer letter from the Georgetown University SMP special masters program in physiology in 2021 and contracted a viral illness with covid-19 symptoms back in Summer 2021 and advised the GU program team and registrar’s office of my request to pursue a medical health related program withdrawal due to chronic COVID symptoms and viral progression and provided doctor’s notes to confirm my absence. The Georgetown registrar’s office, program leadership team, and the SMP program director remained grossly negligent and never responded or provided the necessary paperwork for a program withdrawal and I never received a response from the GU office regarding my program withdrawal confirmation. I received an anomalous $7,694.40 Spring 2022 related bill from Georgetown in October 2022 months after I withdrew from the GU SMP program and left the area for classes that I never registered for or completed. I would appreciate it if you could kindly null and void the erroneous $7,694.40 bill and refund the Fall 2021 and Spring 2022 tuition amounts (Federal Direct Grad Plus loan paid in the Fall 2021 ($31,663.00) and Spring 2022 ($25,301.00) semesters + Federal direct unsubsidized loan of $10,142) back to the government. I have attached the erroneous GU Spring 2022 bill and my personal request to withdraw from the GU SMP graduate program in September 2021 due to chronic health issues in the files below for your review. The school manipulated me and never responded when I initially requested for a health related program withdrawal at the beginning of the Fall 2021 semester but, was denied the opportunity to receive program withdrawal paperwork and the school remained negligent to my request. Subsequently, the school recently threatened me with collection attempts from September 2022 onwards months after I withdrew from the program for degree coursework that I never completed. I never received a degree from Georgetown. Kindly ensure that the below attached bill is voided.

  Customer response

  02/07/2023

  Hi, 

        Please kindly review the signed GU FERPA waiver form enclosed in this message. I would appreciate your kind consideration of my request as I never received any degree from Georgetown. Thank you. 
  

  Sincerely, 

  *****

  Customer response

  02/10/2023

  ---------- Forwarded message ---------
  From: ***** <*****************>
  Date: Wed, Feb 8, 2023 at 5:08 PM
  Subject: Regarding Georgetown Ferpa waiver form attached kindly respond thanks - ***************************
  To: [email protected] <[email protected]>
  
  

  Hi, 

  
  

        I have attached a copy of my signed Georgetown ferpa waiver form in the file below for your viewing. I would like to move forward with processing my BBB complaint #********. Kindly let me know if you are able to view the file attachment. Thank you for your time and consideration. 

  
  

  Sincerely, 

  ***** 

  Customer response

  03/01/2023

  Hi, 

        Please kindly advise if you can refer to the above attached FERPA waiver from and resolve my dispute. Thank you. 
  

  Sincerely, 

  *****

  Business response

  03/22/2023

  March 22, 2023

  Georgetown University submits this response to Complaint ID ********, wherein ***** ********, a former student in Georgetown University’s Special Masters Program in Physiology, claims that the University charged her for classes she did not enroll in, and coursework she did not complete.  Georgetown denies *** ********’s claims.[1]   As further detailed below, and as supported by ample contemporaneous documentation, *** ******** enrolled in classes in Fall 2021 and Spring 2022; she attended classes; when she experienced academic difficulty, faculty and administrators repeatedly advised her as to how she could withdraw or take a leave of absence; and she declined to withdraw or take such a leave of absence. *** ******** was treated as any other similarly situated student would be treated, and has been charged tuition for classes she took until the time of her withdrawal, consistent with Georgetown’s published policies and procedures.  
  
  Georgetown takes these matters seriously and wishes to note for the Dispute Resolution Team that this is not the first time the University has responded to *** ********’s concerns with respect to this matter.  Since Spring 2022, she has communicated many times with University officials across multiple offices, who have closely reviewed this matter and found the University’s actions to be appropriate.  We are confident *** ******** has been treated fairly and consistently with the University’s processes, as explained further below.[2]  
  
  Factual Summary
  
  *** ******** alleges that she was inappropriately charged tuition for the Fall 2021 and Spring 2022 semesters at Georgetown University, because she claims the University did not respond to her requests to withdraw from the Special Master’s Program in Physiology (“the Program”).  To the contrary, a thorough review of this matter shows that *** ******** did not act to request a withdrawal in Fall 2021.  Indeed, throughout the Fall 2021 and Spring 2022 semesters, *** ******** was advised multiple times by faculty and administrators about how to withdraw and/or take a leave of absence, and yet she chose to actively participate in courses and continue her program until March 2022. 
  
  Georgetown believes the wellbeing of students is critical to their personal and academic success.  To that end, the University has policies and procedures in place -- and clearly published on University websites and in student handbooks -- to allow for Medical Leaves of Absence or other types of withdrawals and leaves, and Deans and Program Directors routinely advise students as to these options.  
  
  While it is not noted in her complaint to the Better Business Bureau complaint, *** ******** has previously claimed to the University that she wrote to the Georgetown University Registrar’s Office requesting a withdrawal in August 2021, after she says she began experiencing symptoms related to COVID-19.  The University has no record of an August 2021 withdrawal request, and when we asked *** ******** to provide a record of the email, she could not.  
  
  We note that on September 4, 2021 at 1:42 a.m., *** ******** wrote to the Registrar’s office requesting withdrawal forms, and then followed up less than 90 minutes later with an email at 3:01 a.m., stating, “Please kindly disregard my prior email.  It is a typographical error.  Thank you and have a nice day.”  That is the only record the University has of a request -- and clear subsequent rescission of a request -- to withdraw.  
  
  Had *** ******** indeed intended to withdraw during that time period -- or if she had second thoughts about the 3:01 a.m. email rescinding her request -- she certainly had ample opportunity to follow up with University officials and pursue a withdrawal.  *** ******** had months of correspondence with her program leaders throughout the entire Fall 2021 semester, and through March 2022, when she ultimately withdrew.  These months of correspondence do not indicate any further earnest attempt to withdraw.  To the contrary, the documentary record confirms that *** ******** was actively pursuing continued academic engagement in the program, including by working with faculty to reschedule exams and quizzes so that she could continue in the Program.  The University was exceptionally flexible with granting these requests.  

  On December 23, 2021 *** ******** did inquire about taking a leave of absence, and the Director of her Program responded on December 27, 2021 -- while the University was closed for the holidays -- explaining the process for a leave of absence and what other options were available to *** ********.  *** ******** responded that same day, indicating that she wished to take her exams in January.  On January 17, January 30, and February 1, she sent additional emails requesting rescheduling of her exams so she could continue her academic pursuits.  Through all of this, she declined to pursue a Medical Leave of Absence.  
  
  On February 2, 2022, the Program Director wrote to *** ********, stating:
  
  “***** - I am very sorry that you continue to be ill. As I have said many times before, I am concerned about your lack of academic progress in this program.  As you can imagine, we cannot let you continue to move forward in the program without taking any exam.  I am meeting with the Deans of the Graduate School to discuss your case.  Once I talk to them, we will have a discussion about a plan for your moving forward.”
  
  Between February 2 and 7, 2022, *** ******** wrote multiple times asking to reschedule her exams.   On February 8, she met with the Program Director to discuss Leave of Absence options.  The Program Director summarized that conversation to *** ******** in a follow-up email the same day, in which she confirmed that they discussed her options moving forward.  Importantly, she also noted the tuition refund calendar, which was included in the email.  The Program Director noted how flexible the University had been with rescheduling of exams due to illness but that as a matter of academic integrity, the University could not continue to be flexible at that point.  They discussed the option to take a leave of absence, which *** ******** declined once again.  *** ******** chose instead to continue in the Program and take her Block 1 exams during the last week of February.  
  
  After taking one of her exams, *** ******** wrote again, asking for further rescheduling of her exams.  Consistent with its policies and as necessary to maintain its academic standards, the Program Director informed *** ******** that she was unable to grant any more extraordinary requests to delay and reschedule exams, as had been previously discussed with *** ********.  
  
  On March 7, 2022, the Program Director met with *** ******** again, to discuss the medical leave of absence process and followed up with another email outlining clear instructions on how to request such a leave.  Once again, *** ******** did not pursue a medical leave.  Instead, *** ******** wrote to the Associate Dean for Academic Affairs at Georgetown’s Graduate School of  Arts and Sciences, requesting a withdrawal from the program and full refund.  The Associate Dean replied to *** ********, explaining the process for withdrawal, and noting that -- consistent with Georgetown’s published tuition refund policies applicable to all students -- *** ******** would not be eligible for a full refund at this late point in the semester, particularly given that *** ******** had continued to engage in coursework.  As the Associate Dean noted to *** ******** in her email of March 8, 2022: 
  
  “Based upon our discussions with your faculty and a review of attendance records in your mandatory sessions (TBLs in Block 1, Pathways attendance records, all POP quizzes, and Canvas logs), it is apparent that you took part in your classes throughout Blocks 1 and 2. This means you may be entitled to a partial refund on courses underway and block 4 courses; you are not entitled to a full refund on all courses for the academic year.”  
  
  Per *** ********’s request, she was withdrawn from the program that week and was granted a refund consistent with the University’s policies.  Her outstanding balance with the University reflects this.   
  
  Conclusion
  
  Georgetown University is committed to both the academic success and wellbeing of its students.   *** ******** was advised clearly and repeatedly of her options throughout the Fall 2021 and Spring 2022 semesters, including the option to withdraw or take a leave of absence to care for her wellbeing.  *** ******** nonetheless made the decision to continue her program until March 2022, when she formally requested withdrawal and was refunded consistent with University policy.  Having thoroughly reviewed the record in this case, the University finds no reason to depart from that policy and treat this individual differently than every other student.  We thank you for your careful attention to this matter, and are happy to answer any additional questions you may have.  

  [1] Georgetown understands that the Better Business Bureau may publish certain complaints and responses publicly.  While the complainant in this case has provided her consent for us to share protected student information with the Bureau, we respectfully request that due to the sensitive nature of this complaint, it be treated with discretion and not posted publicly, out of respect for the privacy of those involved. 
  
  [2] The University has extensive documentary evidence of the communications noted in this case and can provide relevant documentation upon request by the Better Business Bureau.

  Customer response

  03/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because: I requested on multiple accounts to withdraw from the GU SMP program in full and not to pursue a leave of absence due to extenuating illness and covid-19 related health issues. I strongly believe that I was scammed and was not offered a genuine admissions offer as the program director did not wish for me to be in the program and made every attempt to not discuss or complete my program withdrawal request. I submitted several doctor's notes explaining the viral illness progression that I experienced starting from summer 2021 and that I would not be in class due to covid-19. I also did not complete any coursework or receive a degree from Georgetown. I got infected during the summer of 2021 when I got to campus during the orientation period and was advised to withdraw from the program. The program leadership advised me to contact the registrar to withdraw from the program, which I completed. However, the program director was not in agreement with me pursuing a program withdrawal and kept me enrolled in the program without my consent or authorization. I also never registered for any classes myself and was not in attendance. Please kindly ensure that I refunded in full for the fall 2021 and spring 2022 semesters and that the funds are reversed and returned to the government. I have proof that I advised the program director in the fall 2021 semester on a zoom meeting that I don't wish to continue with the program due to health reasons but, received no response or agreement from the program director. Thank you for your time and consideration of my request. 

  
  Regards,
  ***************************
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Organization continues to send mail to my address at **********************************, APT ***, Orlando, FL, ***** despite being informed multiple times that the individual these mailings are addressed to, *****************************, no longer lives at this address. They have been unresponsive to any previous attempts at contacting them.

  Business response

  02/08/2023

  To Whom It May Concern:
  The University's Advancement group has removed the complainant's address from the mailing list. 

  Respectfully,

  *************************

  Customer response

  02/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

  Customer response

  02/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
   
  This is a reopening of my previous complaint. It turns out that Georgetown University did NOT remove my address from their database as requested. I have continued to receive mailings at my address at *** ** ****** ****** APT ***, Orlando, FL, *****, which were intended to be sent to a previous tenant. This will be my last attempt to do so without taking legal action. Any further mailings received from ANY department at Georgetown University will be considered harassment and charged as such.
  
  Remove my mailing address from their database in ALL departments, regardless of what names are associated with those addresses.
  
  Regards,
  
  **** ********
  

  Business response

  03/01/2023

  Hello, 

  The address referenced was removed from the Georgetown University Office of Advancement's and Alumni Association's directories on 1/30/23. We ask for a 4-6 week timeframe for the address removal to take effect as some items may already been in route through the mail during that period. 

  If there are any further questions regarding this complaint, please feel free to reach out to ***** ****************** at *****@georgetown.edu. 

  Thank you.

  Customer response

  03/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  **** ********
  
  

• Initial Complaint

  05/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been attempting to contact the HR department to no avail at this school so that I may obtain information in order to file a complaint against an employee of this prestigious university. I need to be contacted in order to receive information in which to do so and proceed with filing the information with the appropriate channels and chain of command.

  Business response

  06/10/2022

  Information for those seeking to report problems or file complaints to Georgetown University is available at: https://compliance.georgetown.edu/reporting/.  Among the options available is Georgetown University's Compliance helpline, which can be reached directly at: https://******************.com/domain/media/en/gui/*****/index.html.  Information about contacting the Office of Human Resources is available at: https://hr.georgetown.edu/contact-hr/. 

  Customer response

  06/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

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