ComplaintsforDeVry University

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I applied for a Graduate Plus loan through federal student aid on 4/8/2024. I was denied and advised to provide someone to endorse the loan. My endorser applied and was approved to endorse the Grad Plus loan on 4/8/2024. She completed her portion of responsibilities and I have been waiting for the loan to disburse on my school account . ********************** did not communicate what documentation was missing until months later, despite my constant calls to Financial Aid to follow up. There has been so many tickets put in regarding my Grad Plus loan and still today 7/22/2024, the issue has not been resolved. The school has my entire Financial Aid packaging on hold which is unfair because I if I am responsible for any out of pocket cost , I need to be aware. I am exhausted with this entire process, I've received this loan previously with the same endorser and never had this issue before. I have 2 classes to go before I graduate and my experience has been terrible , I cant even focus academically because I fear that I wont graduate due to a balance on my account.Please help me.

  

  Business response

  08/06/2024

  August 6, 2024
  
  Better Business Bureau of Chicago &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: ***************************
  File No.: 22025182
  
  Dear Sir or Madam:
  
  This letter is in response to the July 22, 2024 complaint ******************************* submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that **************** is concerned her Grad PLUS loan has not disbursed for the May 2024 session. Additionally,**************** states that DeVry did not adequately communicate what documentation was missing.
  
  On March 21, 2022, **************** signed an enrollment agreement for the Master of *********************** program starting in the May 2022 session that began on May 2, 2022. DeVry records show that **************** utilized Federal Student Aid to pay tuition and fees.
  
  On April 8, 2024, **************** applied and was approved for a Federal Direct Grad PLUS Loan (Grad Plus). A Grad PLUS Loan is credit-based and **************** was required to have an endorser to cosign the loan. The endorser must endorse the loan via the website ***************************************** using the borrowers last name along with either the Endorser Code or Award Identification Number.
  
  On April 16, 2024, **************** called DeVry to ask about her Grad PLUS loan. DeVry stated that it hadnt been awarded yet and it would likely take about a week to be awarded. On May 21, 2024, **************** called DeVry to inquire about her financial aid and was told that there was no Grad PLUS Loan set up. DeVry confirmed that her completed application was received but would have to inquire about the status of the loan. DeVry explained that **************** had the option to request an increase to her Federal Student Aid up to her cost of attendance if she chose to. That same day, **************** sent DeVry confirmation of the completed Endorser Addendum as well as the completed Aid Increase Request (AIR)form. The next day, **************** called DeVry to ask for an update on her Grad PLUS loan.  DeVry stated that a request would be submitted to get the loan awarded with Ms. ******* other financial aid.
  
  On May 29, 2024, **************** called DeVry to check the status of her financial aid. DeVry explained that the Grad PLUS loan was not awarded because Ms. ******* AIR form had been denied due to being completed incorrectly by **************** requesting a $0 increase on the form (Attachment 1).DeVry sent **************** a new form that day and assisted her with completing it. On June 7, 2024, **************** called DeVry to ask for an update on her financial aid award. DeVry advised **************** that the disbursement is still pending. Between June 8, 2024 and July 5, 2024, DeVry spoke with **************** five (5) times and informed her that the loan was still pending.
  
  On July 8, 2024, DeVry called **************** and explained that the Grad PLUS loan needed to be endorsed in order for it to be disbursed. Later that day, **************** called DeVry and stated that the endorser code was not working. DeVry advised **************** to call the FAFSA[1] helpline.On July 11, 2024, **************** called DeVry for an update and DeVry advised *************** that the loan needed to be endorsed. **************** stated that the loan was endorsed in April. DeVry stated that the loan is not showing as endorsed.Between July 12, 2024 and July 24, 2024, DeVry spoke with **************** 14 times and informed her that the loan was still showing as not endorsed.
  
  On July 25, 2024, DeVry called **************** and explained that the issue with her loan was that it was endorsed prior to the loan being originated, which meant that the order of operations was disrupted and the loan was not processed correctly. During that call, *************** stated that she was going to reapply and see if she could get approved on her own because her original endorser reapplied and was denied. That same day, DeVry confirmed with the ********** of *********s Common Origination and *********************** that the endorser will need to submit a new addendum using the Award ID instead of the endorser code which will then automatically link the addendum along with the Master Promissory Note and PLUS counseling.Once this is completed, and if the endorser is still approved, the funds should disburse to Ms. ******* DeVry account in five business days.
  
  DeVry apologizes for the delay in determining the issue with why the **** PLUS endorsement was not attached to the loan. DeVry confirmed that **************** will need her endorser to endorse the loan using the Award ID of ********************* where X is Ms. ******* SSN. Once Ms. ******* loan is endorsed by an approved endorser, the funds should disburse to Ms. ******* DeVry account in five business days. Ms.******* account is currently at a zero balance (Attachment 2).
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ****************************************************
  
  
  
  
  
  [1] FAFSA is a registered trademark of the U.S. ********** of *********

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a returning student to Keller Graduate School of Management. I have always expected my credit balance in the 2nd week of each class. When I was going through the financial aid process *********************** did a aid increase, gave me a Jumpstart your education ***** and told me I should receive about $8.5K. He told me to ask my advisor for an advancement credit so today I'm finding out that I can only receive a *** of only $700 for July session. After reviewing some of these complaints on here (BBB) some students didn't have to wait until the 2nd session or they got more than a $700 advancement credit. My advisor *************************** said the complaints don't make any sense to him. What didn't make sense to me is ****** doing a aid increase that I can't utilize. I'm sending this complaint over to find out if this policy is really voluntary because I'm not worried about responsible borrowing because I get Grad Plus loans and it could be a possibility that my next application won't get approved if my credit report doesn't help get my grad plus loans application be approved. I'm hoping it's some type of exceptions for Grad students because I am not a first time borrower and this could be a waste of time for me if my next application gets denied due to me now being behind on bills. Once I was shown what type of aid I was approved for, why should I accept requesting a aid increase. I'm not understanding this. To be honest I don't see any complaints from grad students these complaints are all from undergrads. Is it away I can get a better credit balance for the July session without any delay. It could be an advancement for more than $700 which I just submitted and haven't been processed yet. My advisor just explained he don't have any communications proving why my credit balance can't be split into 2 sessions. I got a feeling by September it's going to be another problem. I just completed a survey saying I have no complaints and everything was smooth sailing well I take that back.

  

  Business response

  07/23/2024

  July 23, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *****************************
  File No.: 21963570
  
  Dear Sir or Madam:
  
  This letter is in response to the July 9, 2024 complaint Ms. ***************************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ******************** is concerned that she expects a credit balance during week 2 of each session. She received an aid increase to $8,500 but she was advised to complete an advanced credit that resulted in her receiving $700.
  
  On June 3, 2024, ******************** signed an enrollment agreement for the Masters in Network and Communication Management program starting in the July 2024 session that began on July 8, 2024.DeVry records show that ******************** utilized Federal Student Aid and institutional aid to pay tuition and fees.
  
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions) with tuition and fees for the 16-week semester posting to a student account at the start of the first session of the semester. Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds. This assists students with practicing responsible borrowing, reducing unnecessary loan debt, and minimizing excess credit balances. ******************* previously attended DeVry during the July 2023 session and at the time of her last enrollment, the above process was not in place.  DeVry has a process for students to request anticipated credits based on the expected disbursements for the entire semester.
  
  On June 3, 2024, ******************** spoke with a Student Support Advisor (SSA) to discuss her student financial assistance. During the call, ******************** was advised to when tuition and fees post and how her student financial assistance will be applied to the semester charges. Additionally, ******************** was advised that her Federal Graduate PLUS loans would be awarded to DeVrys initial award limit and if additional funds were needed, she could complete an Aid Increase Request form. ******************** completed an Aid Increase Request form seeking an additional $8,000 per semester. Additionally, ******************** requested and was approved for an Advanced Credit of $700 that was issued to her on July 10,2024. At the time ******************** requested the Advanced Credit, her loans had not disbursed.
  
  On July 13, 2024, a $7,662 Federal Grad PLUS loan disbursed to Ms. ********* account for the July 2024 session. After review of her account, ******************** has an overlapping loan with National University. When determining loan amounts, indirect costs cannot be included in two loans spanning the same time frame. On July 17, 2024 and July 22, 2024, DeVry reached out to National University to confirm if indirect costs were included in Ms. ********* loans. DeVry has not received a response from National University and DeVry must assume that indirect costs were included.Ms. ********* summer and fall semester loans were reduced from $16,000 to $11,888 per semester. This reduction will in turn, reduce the amount that ******************* received for the July 2024 session from $7,662 to $5,994 and DeVry will return $1,668 to her lender. After the return, ******************** will have a $3,115.20 credit balance on her account that will be issued directly to her.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  
  *********************
  Office of Ombudsman
  P: ************
  E: ************************************

  Customer response

  07/23/2024

   
  Complaint: 21963570
  
  I am rejecting this response because: That's a complete lie they haven't notified me about sending anything back to the lender or told me about a overlapping loan. National University didn't even request enough money to give me a credit balance. I just checked my DeVry university account out and have enough gift aid to cover the whole July session and half of the September session. The issue here is my advisor lied in the first place and wasn't planning on giving me anything until I spoke with his colleagues who said he gave me false information. Seem like he was upset after I told him what his colleagues said. Look like someone can't count. My loans has not been reduced since it disbursed on the 13th I'm not sure whose account you're looking at but it's not mine. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/24/2024

  July 24, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *****************************
  File No.: 21963570
  
  Dear Sir or Madam:
  
  This letter is in response to ************************** July 23, 2024 reply to DeVrys response letter submitted to the Better Business Bureau (BBB) the same day. DeVry understands that ******************** is rejecting DeVrys original response because DeVry has not notified her about the overlapping loans with National University and returning a portion of the loans back to her lender.
  
  DeVrys July 24, 2024 response was sent the same day Ms. ********* loans were reduced to remove the indirect costs, which is why she did not receive information. As stated in DeVrys original response, National University was contacted twice to confirm information on the overlapping loan and DeVry did not receive a response prior to sending the response letter to the BBB. As of 4:58am this morning, National University replied to DeVrys outreaches confirming the Grad PLUS loan was for 4/8/24 6/1/24 and included direct costs only. Based on this information, DeVry increased Ms. ********* loans back to the amounts prior to the reduction. Due to the timing of the reduction, the loans were not reduced from her student account and will remain as is.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  
  *********************
  Office of Ombudsman
  P: ************
  E: ************************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second semester enrolled at Devry University I got selected for financial aid verification last semester as well as this semester. I did my ***** in January actually, The school code had not saved on there or put on there. I dont know that is my error I understand. As soon as I figured out, it was not on there when I called the school because my financial aid was not updating on the app. I went on the ***** website and I made sure it was updated to the school code, and I took them a few days to process it And I called the school and let them know it was processed. And mind you this is all in May here it is it is the first day of our second session of the semester so this has been going on for 10 to 12 weeks. I literally still have no financial aid. There has been two instances were the documents they were needing. I hadnt even been notified and they were not even sent to me until Ive called in. The last one I found on my own in research because theres notifications that are supposed to alert you if you have documents or anything that theyre needing and mine said I was clear but scrolling through other things I found out was missing documents and Ive got them submitted. I also have a student support advisor who selected option to me so many times because it has a message that tells you when your student support advisor is busy when you call and you can press a button button for them to call you back I have sent emails. All I want is for someone to get my financial aid process so I can have a piece of mind about staying in School. I am a 35-year-old recently divorced mother for like its a big choice for me to go back to school as it is financially and you know they have all this fine print saying if your financial aid isnt in position by the first day of the Session you may be liable for all charges, etc. etc. When they first enrolled in school went through verification, and it literally took two days. They change the way they paid out our overage.

  

  Business response

  07/11/2024

  July 11, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *******************************
  File No.: 21956881
  
  Dear Sir or Madam:
  
  This letter is in response to the July 8, 2024 complaint *********************************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ********************** is concerned that her financial aid has not disbursed for the current award year. Additionally, ********************** was not informed to all documents that she was required to submit.
  
  On December 20, 2023, ********************** signed an enrollment agreement for the Undergraduate Certificate in Medical Billing & Coding program starting in the January 2024 session that began on January 1, 2024. DeVry records show that ********************** utilized Federal Student Aid to pay tuition and fees.
  
  On December 27, 2020, the ***** Simplification Act (Act) was passed by the ****************** that went into effect for the 2024-25 award year. The Act significantly overhauled the Federal Student Aid process, including the Free Application for Federal Student Aid (*****[1])form and the policies and procedures used to administer Federal Student Aid.
  
  There were several issues and challenges with the ********** of *********s rollout of the changes that impacted every college and university across *****************. This impacted when students could complete the ***** and when college and universities received, and were able to process, a students Institutional Student Information Record (ISIR). An ISIR is an individualized document created by the ********** of ********* that determines a students eligibility for Federal Student Aid programs that is sent to colleges and universities. These delays also included when a college and university was able to correct a ***** based on documentation students submitted after they were selected by the ********** of ********* for Verification.
  
  The May and July 2024 sessions comprised Ms. ********** first semester of the 2024-25 award year, which was impacted by the changes outlined above. The ********** of ********* selected ********************* for Verification and the below is a timeline occurred to resolve Ms.********** Verification.
  
  Verification Worksheet submitted on April 30, 2024.
  Statement of ********* Purpose submitted on May 15, 2024.
  Division of Income was received on May 25, 2024.
  On June 28, 2024, DeVry requested a Clarification of Income.
  Clarification of Income was received on July 2, 2024.
  
  On June 28, 2024, Ms.********** documents were reviewed that subsequently required her to submit the Clarification of Income document. July 3, 2024 was the first day colleges and universities were able to submit corrections to student *****s, but there were also issues with the process that further delayed the ability to submit corrections. As of July 8, 2024, DeVry made corrections to Ms. ********** ***** and submitted it to the ********** of *********. As of the date of this response, DeVry has not received an updated ISIR and does not have a timeframe in which the ********** will process the corrections.
  
  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  
  *********************
  Office of Ombudsman
  P: ************
  E: **********************************************
  
  
  [1] ***** is a registered trademark of the U.S. ********** of *********.

  Customer response

  07/11/2024

   
  Complaint: 21956881
  
  I am rejecting this response because: how I understand what it looks like on your end, there has been several instances where I have called and had to request the documents to be sent to me that were missing and my point is here. Ive been dealing with this for since May and on my account It still says I have documents. I have student support that is supposed to handle all this stuff for me that once again I still cannot get in touch with. And Im getting these warnings are financial aid taken care of the first day the second session we are liable and I did my FASFA for this semester in January. Theres no reason why my financial aid should not be in place right now and why I have a high balance on my account that is three weeks past due. The changes in the student loan laws and such doesnt even begin to touch what is going on here. 
  
  Sincerely,
  
  *******************************

  

  Business response

  07/11/2024

  July 11, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *******************************
  File No.: 21956881
  
  Dear Sir or Madam:
  
  This letter is in response to the July 11, 2024 rebuttal *********************************** submitted to the Better Business Bureau (BBB) regarding DeVry Universitys (DeVry) response that was submitted to the BBB the same day. DeVry understands that ********************** believes there is no reason why her financial aid has not disbursed. Additionally, ********************* has not been able to speak with an advisor and identified by herself all documents that she was required to submit for Verification.
  
  DeVry defers back to its initial response (Attachment 1) regarding the ********** of *********s delays and issues regarding the rollout of the 2024-25 Free Application for Federal Student Aid (FAFSA[1]),including the policies and procedures used to administer Federal Student Aid.As stated in DeVrys response, DeVry was unable to make corrections to Ms.Templetons ****** based on the documents she submitted for Verification, until the first week of July. This was not a delay on DeVrys part, but the timing of when the ********** of ********* allowed colleges and universities to submit corrections back to the ********** of *********.
  
  On April 19, 2024, ********************* called DeVry to see if her 2024-25 FAFSA was received, and a Student Support Advisor (***) informed her that it was not. The *** inquired about the school code that ********************** used and she confirmed that she did not enter DeVrys school code into her ****** but ********************** updated it during the call. While ********************** may have completed her FAFSA in January, DeVry did not receive it until April 23, 2024 after she entered DeVrys school code. Upon receipt of the ****** DeVry identified that the ********** of ********* selected ********************** for Verification and began the process of collecting information from her. Students receive notification via their student portal to any documents they are required to complete. DeVry does not show that ********************** is missing documents.
  
  Since the start of the May 2024 session, that began on April 29, 2024, DeVry was in contact with, or attempted to contact, ********************** on 25 occasions.
  
  Eight (8) emails.
  Seven (7) inbound calls from **********************.
  Six (6) outbounds calls to ********************** where a voicemail was left.
  Two (2) outbounds calls to ********************** that were answered.
  Two (2) outbound calls that went unanswered and no voicemail was left.
  
  If ********************** can provide what documents she shows as outstanding, DeVry can further investigate the concern.  If you should require further information regarding this matter, please feel free to reach out to ***********************************
  
  Sincerely,
  
  *********************
  Office of Ombudsman
  P: ************
  E: **********************************************
  
  [1] FAFSA is a registered trademark of the U.S. ********** of *********.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I HAVE CONTACTED DEVRY UNIVERSITY SEVERAL TIMES ABOUT MY FINANCIAL AID FOR ME AND MY SON. I HAVE NOT GOTTEN ANY UPDATE ON ANYTHING AND THEY ACT AS IF IT'S NOT IMPORTANT. THEY GAVE ME TO MUCH AID AND NO I HAVE TO SUFFER FROM SOMETHING I TOLD THEM WAS NOT CORRECT AND IS NOW HOLDING UP THE FINANCIAL AID FOR *** SESSION. THEY CHARGED ME FOR TWO CLASSES IN MARCH YET I ONLY TOOK ON CLASS AND THEY ARE TRYING TO SAY THEY ONLY CHARGED ME FOR ON WHEN I CAN SEE THE CHARGES. IF 8000 WAS GIVEN IN AID THE COURSES ARE ABOUT 2000 AND I RECEIVE A REFUND OF 4000 THEY CHARGED ME FOR TWO CLASSES. I DON'T WORK THERE AND CAN SEE THAT PLUS THEY ARE STILL HOLDING ANOTHER 8000 THAT WAS ****** SUPPOSED TO TAKE CARE OF *** SESSION. I AM NOT HAPPY WITH THIS SCHOOL AND WOULD NOT RECOMMENED FOR ANYONE.

  

  Business response

  06/27/2024

  June 27, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *********************
  File No.: 21682778
  
  Dear Sir or Madam:
  
  This letter is in response to the June 11, 2024 complaint Ms. ********************* submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ************** is concerned that her financial aid for her as well as her son had not disbursed for the May 2024 session. Additionally, ************** states that she is being charged for two classes when she only took one.
  
  DeVry cares about student privacy and complies with the **************** Rights and Privacy Act of 1974 (FERPA). FERPA prohibits postsecondary institutions from sharing certain information from student Education Records with parties other than the student without consent. DeVry is unable to provide any information regarding ************* sons account without his written consent.
  
  On October 9, 2022, ************** signed an enrollment agreement for the Master of *********************** program starting in the November 2022 session that began on October 24, 2022. DeVry records show that ************** utilized Federal Student Aid to pay tuition and fees.
  
  Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds.
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions).
  
  Tuition and fees for both sessions comprising the 16-week semester post to a students account during week 1 of first session of the semester. This helps students practice responsible borrowing, reduce unnecessary loan debt, and minimize excess credit balances. Tuition and fees charges for ************** Spring 2024 semester, which consisted of the March 2024 and May 2024 sessions, were posted on February 5, 2024 and February 27, 2024 respectively.
  
  On April 3, 2024, DeVry received ************** Institutional Student Information Record (ISIR) that stated she was over her aggregate loan limit by $1,011. Because of this, ************** could not be awarded Federal Student Aid for the May 2024 session until either the overage had been reduced or ************** acquired a reaffirmation letter from her lender agreeing to pay the overage.  On April 11, 2024, DeVry attempted to contact ************** to discuss her overage but was only able to leave a voicemail. On April 22, 2024, ************** called DeVry to discuss the overage and she was provided with her options. Between May 6, 2024 and June 5, 2024, DeVry spoke with ************** 21 times regarding her account. On June 6, 2024, DeVry received ************** reaffirmation letter (Attachment 1). On June 14, 2024, a Federal Direct Loan in the amount of $8,814 disbursed to ************* account. On June 20, 2024, ************** received an electronic credit in the amount of $8,814. ************** ledger is attached for review (Attachment 2).
  
  ************** exceeded her aggregate loan limit and needed to either pay down her overage balance or submit a reaffirmation letter from her lender in order for her Spring 2024 loans to be disbursed. Once DeVry received ************** reaffirmation letter, her Federal Student Aid for the May 2024 session disbursed and she subsequently received the resulting credit balance.
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ***************************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Devry changed their financial aid policy without notifying me. I have went 4 months without receiving any refund to my financial aid. I am currently disabled and rely on this extra income. My classes have already been paid for, and I still have not received my credit to my account. ********************** took their portion and its been over a week and still no emails regarding my credit. I contacted 2 advisors the last two days and no one will forward my call to the financial aid department to even ask questions! I am disgusted and disappointed ??.

  

  Business response

  05/17/2024

  May 17, 2024
  
  Better Business Bureau of ******* &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *********************
  File No.: 21682778
  
  Dear Sir or Madam:
  
  This letter is in response to the May 8, 2024 complaint Ms. ********************* submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that Ms. ***** is concerned that DeVry changed its financial aid policy without informing her.Additionally, ************** states that she had not received a refund for four months.
  
  On October 10, 2022, ************** signed an enrollment agreement for the Associate of Business program starting in the November 2022 session that began on October 24, 2024. DeVry records show that Ms. ***** utilized Federal Student Aid to pay tuition and fees.
  
  DeVrys 16-week semesters consist of two consecutive 8-week modules (sessions).
  Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds. Effective for the March 2024 session,which began on February 26, 2024, DeVry adjusted posting tuition and fees for the 16-week semester at the start of the first session of a given semester.This change was enacted to ensure transparency of all costs for the semester,enabling students to practice responsible borrowing. This change was communicated to all students on January 31, 2024 (Attachment 1). DeVry records show that ************** opened the email that same day.
  
  ************** received two credit balances for the Fall 2023 semester. The first was on November 1, 2023, in the amount of $2,304 and the second was on January 10, 2024, in the amount of $661.
  
  On March 4, 2024, Ms. ***** called DeVry to discuss her account. During that call, ************** was advised to the change in when tuition is assessed to student accounts. The following day, Ms. ***** called DeVry again to discuss her account and the change was explained again to her. DeVry also explained to Ms. ***** that once her Federal Student Aid for the second half of the Spring 2024 semester disburses, an estimated credit of $2,500 will be sent to her. ************** indicated that she understood.
  
  The May 2024 session began on April 29, 2024. On May 4, 2024, a Federal Pell ***** in the amount of $924 and Federal Direct Loans totaling $2,599 were disbursed to Ms. *****s account. On May ******, Ms. ***** called DeVry to ask when she will be receiving her credit.DeVry explained that credit balances are typically processed during Week 2 of the session and her credit balance is currently in process. On May 8, 2024, ************* called DeVry to state that she sees that her aid was disbursed four days ago and asked again when she will be receiving her credit balance. DeVry explained that credit balances needed to be provided to students within **************************************** process. Later that day, ************** received a credit balance in the amount of $2,555 for the Spring ***********************s ledger is attached for review (Attachment 2).
  
  DeVry financial aid policy has not changed, and DeVry still disburses loans and grants equally between the two sessions comprising a semester. Instead, DeVry changed when tuition and fees are assessed to a student account for the entire semester to ensure transparency of costs, and to assist students with managing their borrowing.
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ***************************************

  Customer response

  05/20/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted this university as they are showing up on my educational history and I was notified of this only when recently applying to an actual university (*****************). I have been calling for days and asking that my records be removed from my system as I would have never had an interest in attending this university. Every day that I have followed up, ** being told another 72 hours and still no resolve. Today they told me someone went to school under my previous name(I had a name change of first name only). I never attended this university under any name and was living in ********* and attending an actual school on campus at the time this would have happened. I have been offered no resolve except unprofessional behavior in what I consider a case of possible fraud. They are claiming I attended one of their schools for 3 weeks for a single class then withdrew in 2009. I have not been sent any proof of this enrollment despite asking and keep having the timeline pushed back on when I will receive resolve. I have never paid a dime to Devry and could find no information on this in any financial records I have around that time. I have reported this to the department of education as well.

  

  Business response

  04/25/2024

  April 25, 2024
  
  Better Business Bureau of Chicago &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: ***************************
  File No.: 21595868
  
  Dear Sir or Madam:
  
  This letter is in response to the April 20, 2024 complaint ******************************* submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ****************** is concerned that someone fraudulently used his identity to attend DeVry using his previous name.  Additionally, ****************** states that the timeline he is given for a resolution keeps changing.
  
  The name, phone number, and email ****************** provided in his complaint does not match the information of any current or former DeVry student. If ****************** is able to provide additional information on his former name and documentation of his legal name change,DeVry can investigate this matter further.
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ***************************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I legally changed my name to my maiden name. I attended and graduated under my married name. I want to request my degree in my current legal name, but they refuse stating I need to send them my social security card. I don't have one. I have the signed court documents, drivers license, health insurance, pension, and birth certificate in my current legal name.

  

  Business response

  04/25/2024

  April 25, 2024
  
  Better Business Bureau of Chicago &Northern ********* ****
  ********************************************************************************************************************
  ***************************************************************************************
  
  Re: *******************************
  File No.: 21584012
  
  Dear Sir or Madam:
  
  This letter is in response to the April 16, 2024 complaint *********************************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ********************** is concerned that DeVry will not reissue her diploma with her new name without Ms.********** Social Security Card, which ********************** states she is unable to provide.
  
  On November 6, 2000, ********************** signed an enrollment agreement for the Bachelor of ******************** Systems program, under the name *****************************, starting in the November 2000 session that began on November 5, 2000. DeVry records show that ********************** utilized Federal Student Aid to pay tuition and fees. ********************** completed her program on June 19, 2005.
  
  On April 16, 2024, ********************* called DeVry and stated that she changed her last name and wanted her transcript and diploma reissued under her maiden name. DeVry advised ********************* that she would need to complete a Change of Personal Information form and submit a Social Security Card along with another form of identification.********************** stated that she is unable to update her Social Security Card but can provide her drivers license, passport, birth certificate and divorce documents. DeVry explained that the Social Security Card was one of the required pieces of documentation to verify her identity. Later that day, ********************* contacted DeVry via chat and asked again about updating her name. ********************* was given the same information that the Social Security Card was required.
  
  Upon receipt of this complaint, DeVry reviewed its exception process for students who do not have Social Security Cards. DeVry determined that an exception could be made for ********************* if she was able to provide her drivers license along with her divorce decree and the name information matched. On April 17, 2024, DeVry called ********************** to inform her that she would need to complete the Change of Personal Information form and submit her drivers license along with her divorce decree as verification of her identity. ********************** stated that she would complete the form later that day and submit the required documentation. On April 22, 2024, ********************** returned the completed form and documentation.That same day, Ms. ********** name change request was processed. DeVry will be reaching out to ********************** to assist with her request for a new transcript and diploma.
  
  DeVry requires a Social Security Card as one form of documentation for a name change request but does have an exception process for students who do not have a Social Security Card.********************** was provided a Change of Personal Information form and advised of the supporting documentation that she needed to submit along with her request. Ms.********** name change has been completed and she can now request a transcript and diploma with her new name.
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ***************************************

  Customer response

  04/25/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I was supposed to receive my disbursement payment from school today it never hit my bank account. When I talked with an advisor on Friday she said I would receive it on the 27th of March which is today. So I contacted them again about the matter and they said I would receive it till May. Never got an email about them changing the dates but I got an email from ***************** Services saying Id receive one payment in March and one in May. This is about DeVry University.

  

  Business response

  04/08/2024

  April 8, 2024
  
  Better Business Bureau of ******* &******** ********, ****
  ********************************************************************************************
  **********************************************************************************************
  
  Re: *************************
  File No.: 21496825
  
  Dear Sir or Madam:
  
  This letter is in response to the March 28, 2024 complaint ***************************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that **************** is concerned that he has not received his disbursement. Additionally, **************** states that DeVry is providing him different dates on when he should expect to receive his disbursement.  
  
  On January 2, 2024, **************** signed an enrollment agreement for the Associate of Information Technology and Networking program starting in the March 2024 session that began on February 26, 2024.DeVry records show that **************** utilized Federal Student Aid to pay tuition and fees.
  
  DeVrys 16-week semesters consist of two consecutive 8-week sessions. Students are awarded financial aid on a semester basis, and DeVry voluntarily disburses financial aid to a students DeVry account equally between both sessions to assist students in managing their funds. In addition,for first-time borrowers, DeVry disburses Federal student loans 30 days after the start of their enrollment period.
  
  On January 3, 2024, DeVry spoke with **************** to discuss his ******************* Plan. During the call,DeVry explained to **************** that because he was a first-time borrower, his Federal Student Aid may not disburse for 30 days after the start of the session. **************** indicated on the call that he understood.
  
  DeVry posts tuition and fees for the 16-week semester at the start of the first session of the semester. This is to ensure that students are able to practice responsible borrowing, reduce
  unnecessary loan debt and minimize excess credit balances.
  
  The Spring 2024 semester consists of the March 2024 and May 2024 sessions. On February 6, 2024, tuition and fees charges for the March 2024 session were applied to Mr. ******* account in the amount of $3,598. On February 26, 2024,tuition and fees charges for the May 2024 session were applied to Mr. ******* account in the amount of $3,598. On March 2, 2024, **************** received a Federal *********************** of $1,112 for the March 2024 session. On March 11, 2024, DeVry spoke with ****************, and he asked when he should expect to receive his disbursement. DeVry explained that tuition is charged for the entire semester during the first half of the semester and typically students will not receive a credit balance until approximately Week 2 of the second session of the semester.
  
  On March 25, 2024, **************** called DeVry to inquire about the two disbursement payments showing on **************. DeVry explained that these disbursements were not payments directly to him but were financial aid awards that would be disbursed to DeVry to be applied to his tuition and fees. **************** indicated that he understood. On March 27, 2024, **************** called DeVry and asked when his Federal Direct Loans would disburse to his bank account. ********************** explained that it takes 30 days from the start of the session for Federal loans to disburse. Later that day, **************** received Federal Direct Loan disbursements totaling $2,351. This left **************** with a balance of $2,454.20 for the Spring 2024 semester. Mr. ******* ledger is attached for review (Attachment 1). On March 28, 2024, **************** emailed DeVry asking why he had not received any of the disbursements. On April 2, 2024, DeVry replied to **************** stating that he will not receive any credit balances to his personal account until aid for the second half of their semester estimated for May 2024 have been disbursed to his DeVry student account.
  
  Mr.******* Federal Student Aid was sent directly to DeVry, which was disbursed to Mr. ******* DeVry account for the first half of the Spring 2024 semester. DeVry posted tuition and fees for the entire Spring 2024 semester during the March 2024 session. Once Mr. ******* Federal Student Aid disburses for the May 2024 session, typically during Week 2 of the session, those disbursements will be applied to **************** outstanding balance and any additional funds will be provided directly to **************** via his selected method of delivery.
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ***************************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DEVRY REPORTED INCORRECT DATA, NOT MY ACCOUNT, NEVER ATTENDED SCHOOL, VIOLATED "FCRA" SECTIOIN 623 "FURNISHERS OF INFORMATION", ID FRAUD ACCOUNT, OUTDATED REPORTING PAST 7YRS SINCE 2015 AND $0.00 BALANCE, ACCOUNT NUMBER UNKNOWN, REMOVE ACCOUNT FROM ALL "CRA" AND CLOSE ACCOUNT ASAP...SSN#************, DOB: 5/3/1974

  

  Business response

  03/22/2024

  March 22, 2024
  
  Better Business Bureau of ******* &******** ********, ****
  ********************************************************************************************
  **********************************************************************************************
  
  Re: ***********************
  File No.: 21455673
  
  Dear Sir or Madam:
  
  This letter is in response to the March 19, 2024 complaint *************************** submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that **************** is concerned that his credit report reflects incorrect data. Additionally, **************** states that he never attended DeVry.  
  
  On August 4, 2015, **************** signed an enrollment agreement for the Bachelor of Technical Management program starting in the September 2015 session that began on August 31, 2015. DeVry records show that **************** utilized Federal Student Aid to pay tuition and fees.
  
  **************** completed his program on April 22, 2018. Mr. ******* unofficial transcript is attached for review (Attachment 1). When **************** completed his program, his DeVry account was at a zero balance. Mr. ******* ledger is attached for review (Attachment 2).
  
  On August 3, 2015, **************** electronically signed a Master Promissory Note (MPN)for a Federal ******* Loan (Attachment 3). An MPN is a legal document in which the borrower promises to repay loans and any accrued interest in fees and contains the Borrowers Rights and Responsibilities and Terms and Conditions for repayment. MPNs are signed electronically through a students Federal Student Aid online account and certain personal identifying information such as email, password, date of birth, drivers license number and social security number are required to complete and sign the **** *************** received disbursements throughout his program at DeVry, totaling $5,166.
  
  DeVry utilizes University ****************** (UAS) to service their Federal ******* Loans. **************** received a 9-month grace ****** after completing his program and his first payment on his Federal ******* Loan was due on February 1, 2019. **************** requested and received a forbearance benefit from February 2, 2019 through February 2,2020 and again from April 2, 2020 through October 1, 2020. Payments on Mr.******* account were due between the forbearance benefits for March 2020 and April 2020. UAS sent **************** monthly statements via email to ******************* beginning on February 4, 2019 through April 4, 2019 and then again after the forbearance benefit beginning on February 4, 2020 through April 4, 2023 (Attachment 4). *************** has not made any payments on this loan. The late payments for March 2020 and April 2020 were reported as both 30 and 60 days late on Mr. ******* credit report. These accounts continued to age and report until May 17, 2023. On that date, Mr. ******* account was reassigned to the ********** of ********* as a defaulted loan.
  
  **************** attended DeVry and completed a Bachelor of Technical Management program on April 22, 2018. *************** received a Federal ******* Loan while attending DeVry but has not made any payments on the loan after graduating. Mr. ******* Federal ******* Loan has been reassigned to the ********** of ********* as a defaulted loan. On January 24, 2024, Mr. ******* loan entered an administrative forbearance, per his request, which is set to expire on March 23, 2024.
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ***************************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  they never delivered the money for October and than they corrected the problem in January and now for February they said they weren't paying it out again and they can change the rules at anytime.

  

  Business response

  02/29/2024

  February 29, 2024
  
  Better Business Bureau of ******* &Northern ********, ****
  ********************************************************************************************
  **********************************************************************************************
  
  Re: *********************
  File No.: 21300349
  
  Dear Sir or Madam:
  
  This letter is in response to the February 16, 2024 complaint ************************* submitted to the Better Business Bureau (BBB). DeVry University (DeVry) understands that ************** is concerned that she has not received her refund for the January 2024 session.
  
  On October 18, 2023, ************** signed an enrollment agreement for the Business Essentials Undergraduate Certificate program starting in the November 2023 session that began on October 23, 2023. DeVry records show that ************** utilized Federal Student Aid to pay tuition and fees.
  
  DeVrys 16-week semesters consist of two consecutive 8-week sessions. Students are awarded financial aid on a semester basis and DeVry voluntarily disburses financial aid equally between both sessions to assist students in managing their funds. On October 28, 2023, a Federal Pell ***** in the amount of $1,849 and Federal Direct Loans in the amounts of $866 and $983 disbursed to **************** account for the November 2023 session, which is the first half of her Fall 2023 semester[1].This left ************** with an outstanding balance of $290. On January 6, 2024, a Federal Pell ***** in the amount of $1,849 and Federal Direct Loans in the amounts of $866 and $982 disbursed to **************** account for the January 2024 session, which is the second half of her Fall 2023 semester, leaving ************** with an outstanding balance of $431.
  
  Designed to support responsible borrowing, DeVrys initial award limit is a recommended award amount based on a students enrollment status. A student can request an increase to their Federal Student Aid up to their Cost of Attendance (COA) if they choose to.
  
  On January 8, 2024, ************** spoke with DeVry requesting to be withdrawn from her current and future courses. ************** was advised that she would be responsible for 10% of her tuition charges for the January 2024 session. During that call, ************** stated that she was not able to purchase a computer to complete her work. DeVry explained the option for an Aid Increase Request (***) in order to purchase a computer. DeVry sent ************** the *** during that call. ************** submitted the *** for the 2023-2024 academic year on January 10, 2024 (Attachment 1). On January 10, 2024, **************** withdrawal request was processed. On January 11, 2024, a tuition refund totaling $3,599 was processed. On January 11, 2024, ************** requested to be reinstated in her courses. DeVry explained that the **** would need to approve the reinstatement and that DeVry would submit the request. *************** reinstatement request was processed on January 16, 2024 and tuition was reapplied on January 17, 2024.
  
  On January 18, 2024, additional Federal Direct Loans disbursed to **************** account in the amounts of $502 and $503 as a result of **************** completed *** form. On January 22, 2024, a credit balance in the amount of $864 was sent to ************** electronically that was a result of the additional disbursements. On February 15, 2024, two $400 Federal SEOG *****s disbursed to **************** account that created an $800 credit balance on her account. On February 20, 2024, an $800 credit balance was sent to ************* electronically. **************** ledger is attached for review (Attachment 2).
  
  Effective for the March 2024 session, which began on February 26, 2023, DeVry began posting tuition and fees for the 16-week semester at the start of the first session of the semester. This change was enacted to ensure that students are able to practice responsible borrowing, reduce unnecessary loan debt and minimize excess credit balances.This change was communicated to all students on January 31, 2024 (Attachment 3).
  
  On February 9, 2024, ************** spoke with DeVry and was registered for the March 2024 and May 2024 sessions. During that call, the new semester-based posting was explained to **************, and she was advised that she would receive an estimated credit balance of $2,469 in the May 2024 session. On February 10, 2024,************** spoke with DeVry regarding the change. DeVry also explained to ************* that if she needed her credit balance earlier, DeVry has a process that allows a student to request a potential credit balance when Federal Student Aid is applied to their upcoming session charges, called an advanced credit. DeVry explained that she could submit a request for an advanced credit, but that she would also need to include supporting documentation indicating what she was using the credit for. On February 15, 2024, ************** called DeVry and expressed her concern with the new policy change. DeVry explained again that ************** had the opportunity to complete a request for an advanced credit but that she would need to include supporting documentation in her request. As of the date of this letter, ************** has not submitted an advanced credit request or supporting documentation.
  
  ************** received electronic credit balances in the amounts of $864 and $800 on January 22, 2024 and February 20, 2024 respectively. DeVry changed how tuition and fees posted to a student account for the entire semester to ensure transparency of costs, and assist students with managing their borrowing. This change impacted **************** Spring 2024 semester. If ************** is eligible for a credit balance for the Spring 2024 semester, she will receive it during the May 2024 session or if she is approved for an advanced credit request.
  
  If you should require further information regarding this matter or other DeVry matters, please feel free to reach out to ***********************************
  
  Sincerely,
  
  
  ***************************
  Office of Ombudsman
  P: ************
  E: ****************************************************
  
  
  [1] The Fall 2023 semester consisted of the November 2023 and January 2024 sessions

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