ComplaintsforPenn Foster

Correspondence Schools

Additional Complaint Information

Customer Complaint:

Penn Foster would like to expedite a solution to any issues you may have. They ask that prior to filing a complaint with the BBB please contact them directly at 570-961-4014 and Corinne Lenzer or Marie Allen would be happy to help you.

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Initial Complaint
07/19/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to pen foster high online and graduated and i have already received my diploma and transcript once already through parchment and the usps (mail) ,and now my college ******* university is requesting it for my financial aid assistance to pay for my college and my Penn foster account was already paid in full and now they say i owe $321 and i already paid it off if I didn't pay the program off i wouldnt of never received my diploma in the mail and i have it i really just need my transcript to send in to strayer university please get back to me at your earliest convivence its really important thank you graduation date 03/03/2023 student id 23807276 autumn petty I can send proof that i have once already recieved my transcript and me e dipolma from parchment and i have proof i paid with a debit card to purchase my dipolma to be mailed out to me and i recieved that a month or two ago now but i can send you whatever proof you may need . I just really need someone to email or fax or whatever you can do about getting my transcript sent to strayer university pretty please not having it is holding me up from getting the help i need to pay the cost for college, This shouldnt be happening i shouldnt have any hold up getting my transcript from penn foster high when my account was already paid in full or i wouldnt have been able to get the first transcript or dipolma unless i had everything paid no scool will give you your documents or transcripts unless it is paid off .. please please if you can send me the transcript in a email or fax it to strayer university i have 5 kids and no income i really cant afford to pay another $321 on penn foster when it was paid off! please feel free to call me *** *** **** please
Business response
07/27/2023
BBB Case Number: ********
Student Name: ***********************
Student Number: ********

To Whom It May Concern:

I welcome the opportunity to address **************** concerns.************** enrolled in the High School diploma program on December 14, 2022, by submitting a signed enrollment agreement and downpayment.
On April 10, 2023, **************** February 23, 2023, payment was reversed by her financial institution. As a result, her account was removed from graduation status. Once ************** pays her account in full and the payment clears, we will be able to get her into graduation status. ************** will not be eligible for official transcripts until her account is paid in full and the payment fully clears.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.

*****************************
Sr. Escalation Specialist
Initial Complaint
07/12/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a paying mother of a student in this program. Penn Foster has not had a graduation for the last three or four year. Penn Foster has rented a facility and sold out tickets. PF has given a deadline for students to have their work and payment in before June 30, 2023. This is reasonable, however, we had technical difficulty at least two weeks. I have attempted to resolve this issue in house. There is an ****** in escalation that refuses to allow me to speak with anyone in upper management (over him) who could help resolve this situation. All my son wants to do is graduate. I am not able to talk with ******. I would prefer to speak with his boss or someone who can help us.
Business response
07/13/2023
BBB Case Number: ********
Name: *****************
Student Name *************************************
Student ID Number ********
To Whom It May Concern:

I welcome the opportunity to address **. ****** concerns. ************** is an authorized individual appointed by the student (*******************) to receive information on the students account. ************** has been advised on numerous occasions that the student is not eligible for the 2023 graduation ceremony. To qualify for the 2023 graduation ceremony, the student had to be graduated by June 30,2023.
To graduate from the program all courses must be taken, passed, and paid for. As of July 13, 2023, the student has seven courses left to complete along with a balance of $437.00. Due to this, the student is not eligible to attend this years graduation ceremony. The student can attend next year's graduation ceremony if they graduate within the designated timeframe.
I have personally emailed the student twice to inquire on how we can assist. I advised of what was left to complete and where to find feedback to writing assignments that were recently returned. As of July 13,2023, the last date the student submitted an exam was July 3, 2023. As of July 13, 2023, the student has not replied to my emails.
************** was advised that going forward, I was going to handle all her concerns personally and that there will no longer be any escalations to other team members.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
*****************************
Sr. Escalation Specialist
Customer response
07/18/2023
[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: My son was not able to get into his account for two weeks consecutively. Penn Foster only allows the student to work on 15 classes per week. He was not able to work on his account for two weeks in a row. Penn Foster has not had a graduation for the last several years. I called Penn Foster several times to fix the technical issue. I emailed. I got a response days later. The response was no help. It did not address the technical issue that prevented him from getting onto his account. I have a copy of the technical report email. Their technical support never offered a solution. Penn Foster is only concerned about ticket sales for this year's graduation. Going forward, I would like to have an exact list of the classes that my son has left to complete his course work . Please list the entire name of the classes. Please list the number of lessons left in each class. Please provide the amount left that I owe on this account. Please send me the name and number of manager for ****** in escalations. I do not want to keep talking to him. He likes to argue and cut you off. I do not have the time for more of this nonsense. Please provide the name and contact number of the president of this company. It is unacceptable how poor customer service is in this company.
Regards,

*****************
Business response
07/18/2023
BBB Case Number: ********
Name: *****************
Student Name *************************************
Student ID Number ********
To Whom It May Concern:

I welcome the opportunity to address **. ****** concerns. ************** has been advised that our fifteen exam a week policy cannot be removed, and that the student is not eligible for this years graduation ceremony. The student can attend next year's graduation ceremony if they meet next years qualifications. I would like to explain that due to COVID19, we have not had a graduation ceremony in a few years. July 29, 2023, we will host our first graduation ceremony since the pandemic.
The student must complete a makeup exam in Diversity Through Visual Art. The student will also need to complete writing assignments in Practical English and Written Communications. The student also has 4 Elective courses to choose and take. The student will graduate once all required courses are passed and the remaining liability of $437.00 is paid for. I will include an email from June 28, 2023, which shows our education team reaching out to the student to assist with the course. I have also reached out to the student on numerous occasions. As of July 18, 2023,a reply has not been received from the student.
A code of conduct warning was provided to the student on July 6, 2023, due to **. ****** behavior. ************** was advised that she will need to work with me directly going forward. Continued behavior on **. ****** part can cause disciplinary action against the student up to and including expulsion.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
*****************************
Sr. Escalation Specialist
Customer response
07/20/2023
[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:

Regards,

*****************
Initial Complaint
07/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I WAS A FORMER STUDENT WITH PENN FOSTER AND I INCURRED A BALANCE. I FILED FOR BANKRUPTCY AND FAXED THE APPROPRIATE DOCUMENTS TO THE SCHOOL. I FAXED THE DOCUMENTATION ON 6/30/2023 ONLY TO BE GIVEN THE RUN AROUND. I WAS TOLD ON MULTIPLE OCCASIONS THAT AFTER I SUBMITTED MY BANKRUPTCY PAPERS THAT ID BE ABLE TO REENROLL AS A STUDENT AS TONTHIS WOULD CLEAR MY BALANCE. I AM STILL UNABLE TO ENROLL AFTER I SUBMITTED LEGAL BANKRUPTCY PAPER WORK.
Business response
07/13/2023
BBB Case Number: ********
Student Name: *************************
Student Number: ******** ******** ******** ******** ******** ********
To Whom It May Concern:

I welcome the opportunity to address **. ****** concerns. ************** enrolled into six accounts ranging from November 26, 2002 through September 12, 2021. Four of the Six accounts were defaulted. On June 30th, 2023 ************** Provided her paperwork regarding Bankruptcy.
On July 12, 2023 the documentation was processed, reviewed, and all open accounts were closed with a zero balance. A member of our Student Solutions team will reach out to ************** to discuss further educational needs.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
*****************************
Sr. Escalation Specialist
Initial Complaint
07/10/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Started receiving calls from Penn Foster. Received multiple calls within a few hours. I have never contact this institution for any reason.
Business response
07/13/2023
BBB Case Number: ********
Name: *********************
To Whom It May Concern:

I welcome the opportunity to address **. ****** concerns. Upon review, we were previously provided the phone number **************** provided the BBB by another individual. Per ************** request, *************, will be added to our Do Not Call list.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
*****************************
Sr. Escalation Specialist
Customer response
07/13/2023
[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
07/05/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On September 22, 2022, my credit was hit with $1,984 from An outside credit source that was directed from Penn Foster. I have never attended Penn Foster, Never enrolled, never signed up, never did anything from them. I would like this account removed from all 3 credit bureaus. I have contacted them to send me proof that I signed up, etc. nothing was sent. Its been more than 7 months. I also tried disputing this but it kept coming back as accurate. How can it be accurate when I have never attended this school or signed up for it? I am 28 years old who already graduated college. Why would I need to attend another one?
Business response
07/12/2023
BBB Case Number: ********
Student Name: *******************
Student Number: ********
To Whom It May Concern:

I welcome the opportunity to address ************** concerns.************** enrolled into the Healthcare Management associate degree program on April 10, 2021, by submitting a signed enrollment agreement and down payment. I will include a copy of the enrollment agreement.
If ************** is advising she did not create this account and it was made fraudulently by someone else, she will have to follow the dispute process. On July 12,2023, I reached out to ************** directly to begin the dispute process.
Penn Foster College is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
*********************
Escalation Specialist
Initial Complaint
06/29/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I graduated Penn Foster High school in April 2022, I requested a transcript and paid for it and for my diploma to be sent to me by mail, I called them so many times and emailed them and sent texts, it's been a year now and I still haven't received my diploma, I need it to apply for unis and jobs. They keep telling me they'll look into it but nothing is being done. I've already paid twice for it to be sent, I'm not paying again.
Business response
07/03/2023
BBB Case Number: ********
Student Name: ********************
Student Number: ********
To Whom It May Concern:
I welcome the opportunity to address **. ******* concerns. **************** enrolled into the High School diploma program on May 19, 2021, by submitting a signed enrollment agreement and down payment. **************** graduated from the program on April 23, 2022.
Students us a third-party called ********* to request completion documents. On December 21, 2022, Penn Foster received an email from **. ******* father, who inquired on their recent order of completion documents. It was explained that Penn Foster cannot assist with the students ********* orders and was provided information on reaching out to ********* directly. All ********* concerns must be brought up with ********* directly.
As an act of good faith, we will place a complimentary order of the completion documents at no charge to ****************.

Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
Sincerely.
**************************;
Sr. Escalation Specialist
Initial Complaint
06/28/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I get a phone call every day from account service for this entity after telling them to stop calling and I would call them when I have the time and ability to resolve the account. It has become harassment at this point and it needs to stop.
Business response
06/28/2023
BBB Case Number: ********
Student Name: *********************************
Student Number: ********
To Whom It May Concern:

I welcome the opportunity to address Mr. ******** concerns. ****************** enrolled online into the Veterinary Technician associate degree on March 19, 2020 by submitting a signed enrollment agreement and down payment.
As of June 28, 2023, ***************** has completed 87.9% of his first semester. Per the signed agreement,****************** owes the remaining tuition liability of $1146.19. Due to defaulted payments, phone calls were placed to ****************** to discuss his financial obligation. On September 15, 2022, **. ******** account was placed with a third-party collection agency.
On June 28, 2023, per the information ****************** provided the BBB, we placed ****************** on our Do Not Call list. This does not change the liability that is due, and the account will remain in collections.

Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.

Sincerely.
**************************;
Sr. Escalation Specialist
Customer response
07/06/2023
[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
06/24/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I apply of 5/14/23 to pennfoster. I work full time and take care of my two kids and wanted to better nmh education for my kids. Well a few days later I unexpectedly found out I was pregnant and called pennfoster to back out because its a bad time to start now I would have to try again later . They told me I have to send an email I said okay . Well a few more days go by and I finally get around to sending the email because I was busying working and bring a full time mom I sent an email on 6/2/23 and got a response on 6/6/23 that if I decide to unenroll I would have to pay a liability for canceling of 417.90 to pay for teachers books etc. I haven’t even finish a class or started it had only been 23 days and they siad when I started I electronically signed a contract that if I didn’t cancel in 6 days I would owe that. Firstly who cancel that fast after enrolling and I don’t remember signing that when I was on the phone applying. I don’t even want my money back that I already paid. I just want them to leave me alone and I don’t want to owe such a crazy amount for nothing.
Business response
06/28/2023
BBB Case Number: ********
Student Name: *********************************
Student Number: ********
To Whom It May Concern:

I welcome the opportunity to address **.********* concerns. ******************** enrolled into the Medical Assisting Diploma program on May 15, 2023, by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement.
All cancellation terms are located on the enrollment agreement that ******************** voluntarily signed. Those terms can be located at ************************************************************************.
On June 2, 2023, ******************* submitted her cancellation email. I will include a copy of this interaction. It was explained to ********************, that she would be responsible for the terms of her agreement. A breakdown was provided to ********************.
******************** has completed 4.9% of the program. Per the enrollment agreement, ******************** is responsible for the registration fee, administrative fee, shipping and handling fees (if applicable), and 10% of refundable tuition. ******************** will owe a cancel liability of $397.90. Past due accounts can be sent to an outside collection agency after 90 days. ******************** can speak with our financial team by calling ************.
Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.

Sincerely.
**************************;
Sr. Escalation Specialist
Initial Complaint
06/14/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company is charging me for services I did not request or owe I’ve never attended penn foster and they are charging me 2500 dollars and reporting to my credit this place should be closed down I’ve been harassed by phone by these people telling me I owe money to them when I don’t
Business response
06/20/2023
BBB Case Number: ********
Student Name *************************
Student Number: ********
To Whom It May Concern:

I welcome the opportunity to address **. ******* concerns. **************** enrolled into the Veterinary Technician associate degree on December 5, 2022, by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement as well as **. ******* signed proof of High School completion form.
On January 13, 2023, **************** sent an email from the same email address that she provided to the BBB requesting to withdraw from the program. **************** was replied to on January 18, 2023, with her cancellation terms and was offered some alternatives if financials were difficult. **************** replied on January 21, 2023, and was answered on January 24, 2023. I will include a copy of the email interaction.
Due to the information **************** provided to the BBB, I closed out the account on June 20, 2023. The account was closed according to the contractual cancelation liability **************** agreed to. **************** will need to speak with the collections agency directly to resolve her financial obligations.
Penn Foster devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.

Sincerely.
*****************************
Sr. Escalation Specialist
Business response
06/20/2023
BBB Case Number: ********
Student Name *************************
Student Number: ********
To Whom It May Concern:

I welcome the opportunity to address **. ******* concerns. **************** enrolled into the Veterinary Technician associate degree on December 5, 2022, by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement as well as **. ******* signed proof of High School completion form.
On January 13, 2023, **************** sent an email from the same email address that she provided to the BBB requesting to withdraw from the program. **************** was replied to on January 18, 2023, with her cancellation terms and was offered some alternatives if financials were difficult. **************** replied on January 21, 2023, and was answered on January 24, 2023. I will include a copy of the email interaction.
Due to the information **************** provided to the BBB, I closed out the account on June 20, 2023. The account was closed according to the contractual cancelation liability **************** agreed to. **************** will need to speak with the collections agency directly to resolve her financial obligations.
Penn Foster devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.

Sincerely.
*****************************
Sr. Escalation Specialist
Initial Complaint
06/03/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am not liable for the debt with penn foster or ***** corporation I do not have a contract with any of them and they did not provide me with the original contract as i requested
Business response
06/06/2023
BBB Case Number: ********
Student Name *******************************
Student Number: ********
To Whom It May Concern:

I welcome the opportunity to address **. *********** concerns. ************************ enrolled into the High School diploma program on March 15, 2022, by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement.
Due to defaulted payments, **. *********** account was turned over to a third-party collection agency. As of June 6, 2023, ************************ has not requested to withdraw from the program according to the terms of the agreement. As a result,the full program liability was reported to the collection agency.
Due to the information ************************ provided the BBB, I closed the account out according to the terms of the agreement. The cancellation was completed on June 6, 2023. ************************ will need to speak to the agency directly in order to settle her cancel liability.
Penn Foster devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.

Sincerely.
*****************************
Sr. Escalation Specialist

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