Complaints

• Initial Complaint

  10/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, Im reaching out to dispute a claims against Sophia Learning, I am being accused of fraudulent activity, the company is saying that someone else is completing my courses other than me and that is inaccurate I do not share my personal information and or my passwords with anyone. Ive noticed from my research that many other people that had this problem has also completed multiple courses in a short amount of time. In result, Im asking that Sophia restore my account and or release the credits for the classes that I completed.

  

  Business response

  11/04/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  
  
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was wrongfully accused of breaking the Student Honor Code. The email I received stated that the "investigation revealed evidence indicating that your account has been accessed by multiple users and/or IP addresses". They are attempting to discredit 8 of my classes, if there was suspicion why was I not contacted sooner to resolve the issue? I travel and use my phone, tablet, and computer and I also use a VPN. Not only is it not stated in the Student Honor Code that VPN must always be the same it also encourages third-party tutors which I have and they log in with me and explain material I am having a hard time with, however my work and tests are all completed by me. Sophia's target audience is for those who have work or a busy life and state you can complete classes from anywhere and then they punish you for actually doing the work wherever you are. If my appeal is denied I will be seeking further assistance in solving this matter. Not only is there no solid reasoning but it is not in writing on any of the agreements and therefore Sophia needs to update its honor code if they expect students to only complete course work in one place and thus defeating the purpose of not just attending a regular college.

  

  Business response

  10/23/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  
  The user has been refunded $198 between the accounts they have created.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was using Sophia Learning as a membership service paying $79. I received 3 credits and actively enrolled in a personal development course ******************* I randomly received a Sophia email stating my account was being sanctioned under suspicion of fraud since there was multiple IP addresses used and or my account was accessed by someone other than me. I responded to the violation listing the areas of travel due to my career and position and that I would have to use computers at various locations. I sent a picture of an IP address of a work computer that I was working on at the time as supporting evidence. I also stated, I can provide documentation for any location I used a computer. Sophia denied my review (within 10 days) stating, I didn't provide enough evidence and they are refunding me $79.00. They have not provided me with any evidence other then a broad statement of a violation. I also mentioned two things: 1. I was failing one course that I just started. 2. There is a verification process in all courses. -Typing your name verification -DL verification with picture confirmation and it seemed to me video while taking the test. Any educational institution that sanctions a student must provide the evidence against them to dispute. This did not happen. I felt if I was provided the evidence, I can dispute by sending documentation of my whereabouts and computers used.

  

  Business response

  10/22/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  We have issued a full refund of $79 to the user, as no courses were completed during the membership period when the violation occurred.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sophia learning has refused to ID verify my sons account. It has been 1 week and the website stated that it would take a maximum of 2 business days. We have emailed multiple times and they refuse to fix the account. We have even sent a copy of his id and messaged the ceo. Still nothing has been done.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a member of sophia learning and while I was working on solving questions, the platform suddenly stopped allowing me to submit assignments and demanded that I submit a photo of myself and my id. No problem, I go through that process but the website they are using refused to accept my id and face multiple times no matter what I tried. I tried using both my laptop and my phone with no progress. I contacted support but they were not helpful. Eventually, I was able to get myself unblocked by using my friend's laptop to submit the information. I still don't know why it didn't accept it from my computer/phone. I asked sophia learning customer support to extend my membership by 1 or 2 days for the issue, even a few hours in exchange for the time lost but they stated that while they apologize for the inconvenience, they won't extend my membership for any amount of time. I don't understand their justification at all. If they acknowledge the issue, why not own up to it and give me my time lost back?

  

  Business response

  07/15/2024

  Thank you for this feedback. We emailed the customer directly and found a solution. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have completed Sophia courses very honest and responsible. I completed all my necessary courses and out of nowhere I recieve a sanction policy action email stating I have violated the policy . I been studying very hard and trying my best at these courses . This is stopping me from proceeding my police career. This is very unbelievable and unfair after I study hard to complete all 20 necessary courses . Now I cant get an official transcript and I am getting no response but just to send an appeal that no one ever gets in contact with me after . Please review and respond this is very unacceptable

  

  Business response

  06/03/2024

  This learner was identified to be in violation of the Sophia Honor Code and Academic Integrity Policy. As stated in the Academic Integrity Policy, "Sanctions for academic dishonesty may include, but are not limited to, the following: Expulsion from Sophia Learning permanently which may include a forfeiture of subscription fees already paid." The appeal was reviewed by the Student ******************** and the decision to uphold the sanction is final. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was using Sophia Learning as a monthly membership service paying $99 for several months. I received all the credits I needed and randomly Sophia emailed me stating my account was being sanctioned under suspicion of fraud since multiple IP addresses logged in using my account. I responded to the case stating I used public computers to complete coursework, and while deployed I used VPNs very frequently. Sophia denied my review stating I didn't provide enough evidence. Sophia will no longer respond. I reached out and asked what evidence they needed to suffice. They will not present any evidence that they have, Anytime I logged in I was asked to submit a picture of my ID, or a two-factor verification. Nowhere on the website does it mention having multiple IP addresses would cause a sanction? I reached out to the company VIA phone and they told me to keep trying to email and would not let me speak to anyone higher than a learning representative. I believe Sophia breached my privacy and failed to notify me. Sophia acting with unfair business practices.

  

  Business response

  03/13/2024

  A member of our Student Affairs team has contacted you to discuss the violations of our Student Honor Code, any further communication must be done through ****************************************************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Even though most of the courses from Sophia Learning were well organized and accurately evaluated, the English course was badly outstanding from that good impression. English grader was extremely periconceptional, judgmental, and uncompetitive toward student essays; the evaluation is unfairly understated. The Lead Grader doesn't provide any help either, from his emails is very hurtful to understand that he doesn't investigate issues but only agrees with the grader. I submitted my essays for reevaluation to the different college English instructor, and he confirmed my grades were played down. Sophia Learning should reevaluate my essays and scour should be adjusted based on academic requirements, not personal preconceptions.

  

  Business response

  01/04/2024

  Thank you for your feedback. We are sorry to hear that you felt this way about the feedback provided by the grader. A supervisor has reached out to you directly with the next steps for your assessment via email. We look forward to finding a resolution through our direct email correspondence and wish you the best of luck in your educational journey. 

  Customer response

  02/20/2024

   I am rejecting this response because:
  
  Just like in all previous complaints, communication with Sophia Learning's manager didn't do anything, just advice to take tutoring and rewrite all your undegraded essays. Will it be one more month of wasting my time and money? Please share if you went down that road. 
  

  

  Business response

  02/23/2024

  The Sophia team has reviewed your Touchstone submissions and made a few updates to your scores. Details can be found in the email sent directly to you and within the platform. We wish you the best of luck with your educational journey!

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a business statistics course and this course does not teach business statistics, it literally is teaching poker cards and how to predict poker cards. This clearly must be a joke! I did not pay to learn how to predict poker cards. I have notified my University of this and they are very upset with this.

  

  Business response

  12/20/2023

  Thank you for sharing this feedback. We are sorry to hear that you were disappointed with the experience. We have issued a refund as requested and shared detailed communication with your email address directly. Please share any future questions or concerns with us at *******************************************************

  Customer response

  12/24/2023

   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. Have received the refund in full. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased Sophia 1 month membership not knowing their stalling practices. I requested either a refund or an extension to account for the time often wasted waiting for a class to be added or for a touchstone to be graded. Sophia limits learners to 2 classes at a time. This means when a U.S. History takes over 5 days to grade an assignment you have to wait in limbo. The other problem is, they force you to use their template and then accuse of plagiarism. Thankfully I showed them my As in actual brick and mortar University to prove my background and knowledge. They need to account for likeness if they are going to make everyone use the same template for many of the courses. If you want to add a class, I have had to wait over the weekend, I had to wait over 24 hours for a class to be added. All of this adds up making the 30 day membership forced to have a longer membership. Again, for any days that I was forced to wait, I would like back since I wasnt able to add courses until your slow graders graded my work. I requested an extension or a refund and they denied me both. I want others to learn from my experience. Also please do not reveal my private info as I am not allowing consent to release my public info. ***

  

  Business response

  11/16/2023

  We have addressed this complaint with the customer directly.

  Customer response

  11/17/2023

   I am rejecting this response because:
  
  We will choose to disagree on that perspective. Your company does not make it an efficient process to add courses when you are only allowed to take two at a time and can perceived as a strategy. Do you wish to explain the two course limit? Or why it takes over 24 hours to add a course and on weekends it takes longer? You have to wait over 24 hours for a person to add a course. By the the way any private information you respond with regarding me I will not give consent towards. This is about transparency. Let your customers know the reality that you guys take over 24 hours to add a course and longer on the weekends. There is limit of two courses at a time which will impeded anyones speed so for anyone taking certain courses know that they can take over five days to grade which means you have a week loss essentially. This was my experience and I hope others have a better experience. 

  
  

  

  Business response

  11/20/2023

  The Sophia Learning Coach team work diligently to respond to requests promptly. Our business hours are Monday through Friday 8am - 8pm CT, and in addition, we respond to requests submitted on weekends as much as possible to ensure timely responses. Grading turnaround times range between 1-5 days, but on average are within 3 days. Sophia's model allows for learners to take up to 2 courses at a time and learners are welcome to reach out to a Learning Coach for support if they are waiting on an assessment to be graded. 

  Customer response

  11/21/2023

   I am rejecting this response because:
  
  It was past five days for ** history and extra days for regrading. On average three days is not accurate for some classes. Some classes the graders are quick and that is fine. You can not add a class on the weekends when most people are free. May we please stop the back and forth? I already agreed to disagree. This did not acknowledge most of my complaint which is the advertising does not mention the difficultly of having to wait for a class to be added. It is assumed that the user simply adds a class but the reality is you email to add a class and have to wait over 24 hours for a class to be added and longer on the weekends. In addition, if both your classes have a touchstone to be graded, you must wait for the touchstone to be graded until you can take the final milestone. No where does it say on your site prior to agreeing to membership that one must wait to add a course nor does it say one must wait for a touchstone to be graded to take the final milestone. 

  

  Business response

  11/21/2023

  Per Sophia's refund policy (see here: ****************************************************************************), this learner is not eligible for a refund at this time. In future situations, please do not hesitate to contact Learning Coach team to request an extension if you are experiencing a delay in grading time that is causing challenges to maximize your membership. Note, our business hours are Monday through Friday 8am to 8pm **, so there may be a delay if you contact our team on the weekend.  

*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. ↩