ComplaintsforPenn Foster

• Initial Complaint

  12/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tried signing up for *** training trade classes and it stated denied do to already taking courses. I never signed up nor attended or received any course material. I would like this cleared up so I can take the courses through etap without having to pay out of pocket. I would like to start asap.

  Business response

  12/28/2021

  BBB Case Number: ********
  Student Name: *********************************
  Student Number: ********
  To Whom It May Concern:
  
  I welcome the opportunity to address **. ********** concerns. ********************** was enrolled via *** on April 20, 2016. *** **** sends a list of student vouchers for Penn Foster to activate. ********************** was on the list provided and enrolled. The email address provided was *************************** They physical address provided is the same ********************** provided the BBB.
  ********************** called Penn Foster on September 18, 2017 to inquire on the enrollment. ********************** was advised the he must check with *** directly as they send the enrollment vouchers. We did contact **** to inquire on ********************** to see if we can get any information.
  ********************** will need to speak to a union rep/*** regarding the previous enrollment.
   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.
  Andrew K***********
  Sr. Escalation Specialist

• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  . Transaction Date: 7/09/2021 . Amount: $58.00 . The Business committed to providing me with my academic transcript. The nature of the dispute: The College neglect to send my transcript. I have made several attempts ( 5 total attempts), to contact the college for my transcript. When I contact the school, I was told that it was mailed. I have been trying since July to get a resolution. I requested to speak with a director in charge, with no follow-up from the college.

  Business response

  12/13/2021

  BBB Case Number: ********
  Student Name: ********* ***************************
  Student Number: ********
  
  To Whom It May Concern:
  

  I welcome the opportunity to address ***********************'s concerns. ******************************* enrolled into the Bachelor of ******************* on April 08, 2018 by submitting a signed enrollment agreement and down payment.
  

  ******************************* requested transcripts for the first time on 08/19/2021. I do see ******************************* paid $30.00 for two transcripts. The screenshot showing a payment provided of $58.00 was the monthly tuition payment for that time. Penn Foster did order two official transcripts to be sent in the mail to the mailing address on file. On 10/25/21 ******************************* contacted Student Services again to advise she did not receive the first set of transcripts mailed. On this date we placed another transcript order as a courtesy.
  

  As of December 13, 2021, ******************************* states she has not received the 4 transcripts we mailed. I have refunded the transcript payment to the card used for payment. I have also placed a request for two additional official transcripts to be mailed to the address on file. ******************************* also has the option to order an electronic transcript through our transcript partner www.Parchment.com. Transcripts ordered this way are electronically sent to the student within 24 hours.
  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,
  Lacie Z********
  Escalation Specialist

• Initial Complaint

  12/01/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I noticed I have a collection on my credit report for Penn Foster was not sure what Penn foster was until I looked it up. I called the debt agency to figure it out and the lady named *** on the line was rude told me as I was asking her questions any person would ask not knowing what the debt is for. She told me to pay it or maybe I should speak to the person who signed the paperwork. Well, I guess I will call Penn Foster again and see how this call pans out.

  Business response

  12/14/2021

  Tell us why BBB Case Number: ********
  Student Name: *********************
  Student Number: ******** ********
  To Whom It May Concern:
  
  I  welcome the opportunity to address **. *******'s concerns.****************** enrolled *********************** into the High School Diploma program on September 6, 2011 by submitting a signed enrollment agreement and down payment.****************** closed *****'s account out on May 29, 2012. Per the cancellation terms, a refund of $180.75 was provided.
  ******************, enrolled *********************** into the High School Diploma program on March 16, 2017 by submitting a signed enrollment agreement and down payment.****************** did not closed the account and the last payment was made on May 10,2017. Due to defaulted payments and the program status, the account was sent to an outside collection agency for the full liability. ****************** can withdraw Hunter from the program and would only be responsible for cancellation liability per the terms ****************** agreed to. ****************** can email me directly to send the cancellation request, *************@pennfoster.edu. ******************* will need to speak to the agency in order to resolver her financial obligations.
   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.
  Andrew K***********
  Sr. Escalation Specialist

• Initial Complaint

  11/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the one week trial, and quickly realized it wasnt for me so I called in, and the representative worked with me and said that the classes were cancelled. I then recieved a bill from them about a week later, called back and asked why since I had already cancelled my account. The representative told me i had been misinformed by the previous representative and that I had to send the cancellation by email, to which I immediately did. About 6 months later I recieved a bill from them demanding 430 dollars. I called back again and they told me that since I took 2 quizes in the first week that they were charging me and there was nothing they could do. They are complete scammers and I've heard similar stories from many other students. It's a trap.

  Business response

  12/06/2021

  BBB Case Number: ********
  Student Name: ****** *********              
  Student Number: ********
  
  I welcome the opportunity to address ** *********'s concerns. ********************** enrolled into the Associates Degree in Construction Technology on January 28, 2021 by submitting a signed Enrollment Agreement and down payment. I will include a copy of the Enrollment Agreement.
  
  On November 17,2021 I responded to **. ********** email disputing the account. I advised ********************** at this time that the account has been cancelled and as it was cancelled after the 6 day grace period, ********************** will owe the liability on the account in the amount of $433.70. I advised ********************** that the original request to cancel was on 02/12/2021 and the account was cancelled as of 02/14/2021. This is passed the grace period to cancel and per the Enrollment Agreement signed on 01/28/20 the Liability will remain due.
  As of December 6,2021 no payments have been made toward the liability. If the account remains in a non payment status the account may be turned over to the third party collections agency. ********************** may contact student services to discuss the different payment options available.
  
  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,
  Lacie Z********
  Escalation Specialist
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Penn Foster College lied and had others to not tell the truth about the hold on my student account. from 11/22 -11/24/2021. I had many different conversations with many different student Activist from Financial  Services at Penn Foster College. I was never allowed the opportunity to speak with that office. I spoke with *******, ******* and others. And they all told my different stories. And none of them was helpful. I had a hold on my student account. I paid what was ask of me to paid. I was told that the hold could only be removed by a supervisor and it will take only 24 hours. And then I was told 48 hours. Its actually been 72 hours and the hold yet on my account and I can't access any of my courses. I know the games that they are playing because November payment is due on 11/29/2021. I don't appreciate the lies and I have reached out to my employers and ask them to remove them from the benefit section list of college programs. These people and school is a FRAUD. I hope that I can withdraw without any charges, cost, from this school and program.

  Business response

  12/07/2021

  BBB Case Number: ********
  Student Name: *************************
  Student Number: ********
  To Whom It May Concern:
  
  I welcome the opportunity to address **. *****'s concerns.************** enrolled into the Early Childhood Education Associate degree on October 21, 2021 by submitting a signed enrollment agreement and down payment.
   On November 11, 2021,************** was removed from automatic payment. ************** attempted to make a payment on October 29, 2021 using a checking account. The payment was submitted twice when received and the payments were returned from **. *****'s financial institute. A hold was placed on the account due to this.  ************** did receive two NSF fees due to the returns.
  When a student has a checking account payment returned, they must make all future payments with a credit card. A hold is place on the account until the returned payments and NSF fees are paid and the payment clears. We allow 5 business days for the payment to clear.
  ************** paid the initial returned fee on November 19, 2021 via a **** card. On November 22, 2021, ************** made a partial payment on the NSF fees. November 24, 2021, ************** was advised that a request to remove the remaining NSF fee was being submitted. On November 29, 2021, the hold was removed and **. ****** access was restored. I see ************** submitted an exam on December 6, 2021.
  
  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.
  Andrew K************
  Sr. Escalation Specialist

  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed my high schooler up for their program based on the fact that they said there would be physical books accompanying the lessons. We didn't receive any books at the start of the program like they had advertised, so I reached out to find out when we would be receiving physical books, as this was a deciding factor in me signing my daughter up. They told me the first book shipment would be for America History, but when my daughter started the class, they changed their story and told me there would be no books. This was false advertising, plain and simple. My daughter only attended classes for three weeks before I had to pull her out of the program. I was fine with the idea of paying for the classes she did take, but they stuck me with the bill for the entire high school program. As a graduate of Penn Foster, I am REALLY disappointed with how they have handled this situation. They got me to sign a contract based on false information, and I should not be liable for the tuition for an entire program. I want this OFF of my credit report! My next stop will be contacting an attorney if I cannot get a satisfactory resolution.

  Business response

  12/08/2021

  BBB Case Number: ********
  Student Name: ****** ******** C/O *****************************
  Student Number: ********
  
  I welcome the opportunity to address ***. *******'s concerns. ********************* enrolled ****** into the High School Diploma Program on March 11, 2018 by submitting a signed Enrollment Agreement and down payment.
  
  On August 13, 2018 we advised ********************* that the program does not have physical shipments but instead all the material will be online and eBooks. On August 13, 2018 ******************** decided to cancel the account. ********************* was advised of the liability due to cancel. ****** completed 23% of the program, charged at 25% per the Enrollment Agreement, along with any applicable fees. The balance remaining on the account was sent to a third-party collection agency. ********************* may contact the agency to review payment options on the remaining balance.
  
  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,
  Lacie Z********
  Escalation Specialist
  
  

  Customer response

  12/27/2021

  [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: The program was falsely advertised on their website as having physical books to accompany the online lessons. It was the deciding factor in enrolling my daughter in their program. Right after enrolling, I inquired about the shipment date of the books and was given this response:

  
  

  "Good morning,

   

  You will receive your books as you progress through the program. The first textbook you will receive will be for American History. You may refer to your program outline on your program and courses page to review which courses require textbooks.

   

  Thank you! 

  
  Sincerely,
  Casey R

  Student Services Advocate"

  
  

  * * *

  
  

  Additionally, ****** would not have completed 25% of the program if Penn Foster's representative had not been dishonest. 

  
  

  I will not be dealing with a sleazy collection agency. I will be contacting an attorney and filing complaints with any other applicable agencies if this is not resolved. Penn Foster has engaged in dishonest business practices.

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

  Business response

  01/12/2022

  BBB Case Number: ********
  Student Name: ****** ******** C/O *****************************
  Student Number: ********
  
  I welcome the opportunity to address ************'s concerns. ********************* enrolled ****** into the High School Diploma Program on March 11, 2018 by submitting a signed Enrollment Agreement and down payment.
  
  The Enrollment Agreement states that when an account is a cancelled the student is responsible for whatever portion of the program they have completed. ****** has completed 28%, charged at 50% per the Enrollment Agreement. ********************* states that she read on our website that we have physical textbooks for all courses. The website does not state this. We have a physical textbooks available for a limited number of courses and the textbooks are sent to students in order of courses opened. ****** had not reached a course with a textbook before the program was cancelled and ********************* was notified of the liability at the time of cancellation. The balance will remain due and will not be waived. At this time, ******'s account has been removed from collections. ******************** may contact Student Services to arrange payments on the balance remaining.
  
  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,
  Lacie Z*******
  Escalation Specialist

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2020 I applied to the Penn Foster college, an online college course. I decided about half way through the course that it wasn't benefitting me in my goals and I discontinued the program. Penn Foster billed me for the whole course, and I had contacted them to see if we could come to an agreement that I only pay for the courses that I took. Penn Foster supervisor, *****, did not follow up with me, and then in September of 2021, they sent my file to a collection agency. It is not right that they want payment for the full course when I did not take the full course.

  Business response

  11/24/2021

  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 May 13, 2020 by submitting a signed enrollment agreement and down payment.
  On June 23, 2021, ******************** submitted his request to withdraw from the program via email. On the same day, **. ********* request was replied to. ******************** was advised that he completed 78% of the semester. Per the contractual cancellation terms, ******************** would owe the liability for the entire semester. Cancellation terms can be located on our marketing site and the enrollment agreement. https://www.pennfoster.edu/admissions/policies/refund-policy
  After 50% of the program assignments are completed, students are responsible for the registration fee, administrative fee, shipping and handling fee if applicable and full program tuition terms. Students enroll into one semester at a time. On June 23, 2021 ******************** stated he would like to close his account and would continue paying monthly towards his liability. The account was closed on June 23, 2021.
   August of 2021, **.********* mother called in regarding the account. As ******************** is over the age of 18, his mother was advised that a privacy release was needed on file in order to discuss the account with her. The supervisor on the call advised that a privacy release was sent to **. ********* email and to have it filled out and returned. The privacy release was never received.
  As of November 24, 2021, **. ********* account is defaulted and is with a third party collection agency. The last payment ******************** made was on June 10, 2021. ******************** will need to speak to the agency directly in order to resolve his financial obligations.
  
  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.
  Andrew K********
  Sr. Escalation Specialist

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ***************************** started penn foster school at the end of 2019! I was to pay 49$ a month to Attend the program. Instead I paid 50$ a month ! I later stop paying because of Financial crisis Do to the pandemic . I notified them that I can no longer pay the 50$ because of this.... I spoke with someone over the phone and the lady that I spoke with told me that was fine to contact the school when I'm ready to restart the program! Penn foster started calling me on the phone saying that I need to pay on my account I than inform penn foster again that I was still going to financial crisis... I haven't even finished have of the program I did 25 lesson out of 150 ! I was still paying on the account even though I was not completing the lesson! My account balance was over 1000$ I paid it down to 748 ! I have had cov19 also I Informed pen foster about that that's were the Financial crisis come in. Long store short I had A1 credit penn foster proceeded to send my account to Collection agency!  Saying that I owe penn foster 748 dollars so my credit score dropped 117 points! I was not informed that my account will be sent to a Collection agency!  They put this account on my credit report as if I took out a loan with them and I owe penn foster when this money is coming out of my pocket and I have a choice rather I want to attend this school or not! I didn't receive any money for penn foster so how is so I owe penn foster if I don't want to attend the school anymore because of this reason! I will like for penn foster to remove this off of my credit report this is absurd ! I don't not owe penn foster a dime I haven't even did the lesson penn foster are asking money for ! It was on a mouth to mouth payment plan when I stop paying on the account I couldn't even assess the The student portal to complete anything ! Penn foster is a scam !!

  Business response

  11/22/2021

  Tell us why here...BBB Case Number: ********
  Student Name: *****************************
  Student Number: ********
  To Whom It May Concern:
  
  I welcome the opportunity to address **. *******'s concerns.****************** enrolled into the High School Diploma program on March 30, 2020 by submitting a signed enrollment agreement and down payment. I will attach a copy of the agreement.
  As of November 22, 2021, ****************** completed 28 out of 105 exams. The last exam submitted was on October 1, 2020. The programs overall price was $1315.00. ****************** also accumulated $79.50 in Late and Agency Fees. As of November 22, 2021, ****************** has paid $560.00 towards her liability. The last payment made was on March 29, 2021. In 2020, ****************** did not inquire on financial difficulties or concerns.
  January 2021, ****************** was called to inquire on her defaulted financial status. ****************** was advised that she did not make her November 2020 and December 2020 invoices. During this call, the defaulted payments were deferred and ****************** was assisted with getting her payments back on track.****************** only made a partial payment on her January 2021 invoice at this time.
  February 11, 2021 ****************** became verbally abusive with a member of our Financial Team. ****************** did not satisfy the previous months invoice in full and a courtesy call was being made. ****************** did disconnect the call. On the same day, ****************** added automatic payment to her account and satisfied the remaining balance on the January 2021 invoice.
  ****************** defaulted on her April 2021 invoice. May 14,2021 ****************** requested to have the April 2021 invoice deferred and attempted to pay the May 2021 invoice. That payment declined and ****************** was removed from autopay.  Due to defaulted payments, **. ******** account was sent to a third-party collection agency on September 30, 2021.
  ****************** called on November 10, 2021 due to the financial status of her account. ****************** claimed to have closed her account out previously but was advised that we did not receive a request. A Supervisor attempted to call ******************, per her request, however there was no answer. An email was sent as well. November 11, 2021, ****************** called and withdrew from the program. ****************** was advised that she was liable for the cancellation terms she agreed to. ****************** currently owes s cancel liability of $237.00.Financial responsibilities must be inquired with the collection agency directly.
  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.
  Andrew K***********
  Sr. Escalation Specialist

  Customer response

  11/23/2021

  [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:
  Penn foster sent this to my credit report saying, that I owed penn foster $748 dollar which was false & my credit score drop 117 on my credit score when my past due Balance was only $230 A hard inquiry on my credit report which I paid out of my pocket!! Penn foster didn't give me a loan this is my  hard Earned money, I Sign agreement over the phone not in person! No paperwork was sent to me to better Assure me what I was signing , for my understanding!!! I spoke with several people at penn foster tell these people that I was going to Financial crisis through the pandemic.. no one told me to cancel the account & the Proper way to do so ! I'm just learning the proper way 4 days ago! After I noticed my credit score drop because of penn foster! So now I Proceeded to close thee account! Penn foster is charging me for this account I haven't even been on the Student portal for the payments I have already made! Penn foster close the account 4 days ago with a past due balance of $230 dollars after penn foster sent to the Credit bureau stating I owe penn foster $748 dollars which was Not accurate!! Penn foster has going free money already saying that I still have to pay $230 dollars for closing the account so the money I have already paid doesn't count for nothing! This school is fraud & getting students out of money one way or thee other! Yess I was rude to whoever called me because I was upset about penn foster ripping me off! Also how do I owe money that is coming out of my pocket & this was my choice to Attend this school? I haven't finished the program!! This Contract was sign on a month Basic how can I owe penn foster anything if the months I didn't pay I didn't do any work on the student portal ????????? If I have to get a lawyer I will do so I am not giving penn foster anymore free money!!i Refuse to be ripped off!! About my money not theirs ! This school is a fraud! 
  
  *****************************
  

  Business response

  12/28/2021

  Tell us why here...BBB Case Number: ********
  Student Name: *****************************
  Student Number: ********
  To Whom It May Concern:
  
  I  welcome the opportunity to address **. ******** concerns. The electronic enrollment agreement ****************** voluntarily signed, explains monthly payments, overall balance, late fees, agency placement, and cancellation. The program is not a pay as you go program as ****************** states. The enrollment agreement the ****************** signed was provided with the original response.
  As **. ******** account was in an open status, the total remaining liability was reported to the agency. We cannot close the account out unless ****************** request is. Once an account in collections is cancelled, the agency would be advised of the cancelation liability. The cancellation liability would be calculated according to the terms that ****************** agreed to.
  ****************** will need to contact the agency in order to discuss her financial responsibilities.
  Penn Foster does not report on credit reports. That process is done by the collection agency. The time to amend the report would need to be discussed with the agency directly.
  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.
  Andrew K*********
  Sr. Escalation Specialist

• Initial Complaint

  09/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have finished the program to its fullness. There are 2 portions of the program that I have completed to the best of my ability which accounts for 2% of the whole program. After completing the assignments twice, instead of getting a grade they were returned and demanding a redo, I have have called and explained that an assignment at any school is turned in twice, and after that it is graded and moving on. It appears that this school is wanting to force knowledge upon its students in order to complete their program which is not documented in their contract. I am asking for a refund or the service/reward that I have being paying for.

  Business response

  09/23/2021

  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 on July 30, 2020 by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement.
  
  The Penn Foster High School policy on written assignments requires the paper to meet the minimum requirements to evaluate with a grade. If a project earns a below passing grade on the initial graded attempt, a retake of the assignment is required. On the directions page for the assignment, the student receives guidance on submitting exams, including the following: Answer the questions below according to the instructions given. Please note that responses to BOTH questions must be included in the same submission in order for your examination to be graded; otherwise, it will be returned to you for revision. Students are also advised on reasons an exam is returned ungraded in the video located on the directions page. Furthermore, on page 16 of the student catalog, there is an FAQ that addresses retake items for written assignments. Q: Do I need to complete all lessons on my record? A. Yes, including all retakes for any written exam. Page 20 of the catalog offers more clarification: For all other exams (subjective, non-multiple-choice exams), retakes are required for a failed first attempt, and not offered if the exam was passed. The highest score a student can earn on a retake exam is 65%. The retake grade becomes the final grade.
  
  As of September 23, 2021, *** ***** has completed 99% of the High School Diploma with an 87% Lesson Average. The only thing left for *** ***** to complete is the two written assignments. Once these assignments have been submitted successfully and graded *** ***** will earn her High School Diploma. Per the enrollment agreement, if *** ***** were to cancel her account today, she would owe 100% of the program tuition remaining and no refund would be provided.
  
  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,
  Lacie Z*****
  Escalation Specialist
  

  Business response

  11/23/2021

  BBB Case Number: ********
  Student Name: ***** *****
  Student Number: ********
  To Whom It May Concern:
  I welcome the opportunity to address *** *****' concerns. *** ***** resubmitted the exams as required and both were graded. *** ***** is currently 100% completed with the Academic requirement of the program. As *** ***** is 100% completed with the program, she will owe the remaining liability. Once the liability is paid in full, *** ***** will go into full graduation status and receive her Documents.
  

  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,
  Andrew K*******
  SR Escalation Specialist

  Customer response

  11/30/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ***** *****
  

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