ComplaintsforWestern Governors University

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I worked as a subject matter expert (SME) for *** for development of a short course. The work and contract during has ended several weeks ago and it has been an extremely lengthy process to get paid, with multiple registrations, phone calls and emails. I have sent them my updated direct deposit info multiple times and I am still awaiting payment. Many do not respond to email and there seems to be no sense of urgency, despite that I had made myself immediately available as a SME to help support the course when asked.

  Business response

  02/09/2024

  *** sent this payment twice and it was returned twice. Apparently we did not have the individual's current account information. We now have that and the payment is being sent again this week.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During my term at Western Governors University I have encountered multiple challenges that have left me extremely frustrated, leading me to file a formal complaint. I initially enrolled to begin my term on August 1st, 2023. In communicating with my program mentor, I have experienced a lot of confusion. I have been working to complete the required material for my MAT: Elementary Education and begin my PCE and DT requirements. My program mentor has struggled to provide definite answers regarding time sensitive requirements to propel me forward within the program. I have been directed to contact the program's Clinical Field Experience Facilitator with time sensitive questions on a handful of occasions. Unfortunately, this faculty member has stated that she rarely has the capacity to take phone calls and prefers to communicate via email. Between my Program Mentor, Clinical Field Experience Facilitator, and the overall University operations, I have lost valuable time and money during this process. I have received some helpful guidance from my Program Mentor; however, I continue to backtrack as a result of miscommunication and misinformation. My work ethic should not be a question in this scenario, as my transcripts reveal that I have completed over half of the program within a 5-month span. I had originally planned to finish the program requirements within two terms, but due to the academic calendar year, (a large factor in PCE/DT requirements) and faculty members unable to provide definite answers, I will likely need a total of 3 terms and $4,000 extra in tuition expenses. My experience with PCE and DT requirements at Western Governors has been extremely discouraging. As a result of the lack of communication and organization that I have experienced, I would likely not recommend Western Governors University to peers seeking their MAT.

  Business response

  01/03/2024

  WGU's elementary education masters program is extensive and includes two field experience placement requirements, which can be demanding. When WGU experiences a slow-down in placement timing, we typically resolve those issues to students' satisfaction through our internal formal complaint process, which is designed to protect student academic information, a federal requirement. Students who take advantage of WGU's ability to accelerate quickly through courses because of previous knowledge and experience typically find that the field experience process is difficult to accelerate, which is frustrating. WGU commits to reach out to this student through our internal formal complaint process and resolve the student's concern to the best of our ability. Our MAT students typically finish their programs faster than the national average of 24 months and 97% of our graduates recommend WGU to their friends and co-workers. Over 50% of our students were referred by a friend. 

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a former student at WGU who had to leave their Secondary Education in the English ( With Licensure) program due to family matters on the last course (student teaching). I contacted WGU on steps to take for readmission to finish my degree ( I invested money into the degree and should finish it), I was told I was readmitted, had a conversation with a readmission counselor, etc., months later, I got an email that I had to contact classroom support, by email, or I would not be readmitted ( this was after I was told I was readmitted). I received classroom support numerous times by email and have not received a response or a phone call; this has been ongoing for multiple months. Students invest $$$ into their education; sometimes life happens, and we must step back and then back in. But to be ghosted by an educational institution is disgusting; additionally, if I were to get the program at another institution due to WGU's format, I would have to start over, which would cost me even more $$$. WGU should respond to students with decorum, not ghost students. STUDENTS BEWARE: WGU IS GREAT UNTIL LIFE HAPPENS, AND IF IT DOES, PRAY THAT YOU WILL BE FORTUNATE ENOUGH TO GET A RESPONSE. I WILL LOOK AT ALL MY OPTIONS OF FILING WITH BBB, DEPT OF ED, NELNET, ETC.,

  Business response

  12/26/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from responding with any details concerning this student's academic history. This complaint is premature, as the student has, at the same time, engaged with WGU's internal formal complaints process, which is the appropriate venue for this complaint.

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: WGU has attempted to hide behind FERPA with not only my complaint but the complaints of others. If authorization is given, FERPA allows the release of information, which I am willing to sign and enable WGU to release all documents to the BBB. After my complaint, I was quickly contacted by WGU (which I appreciate). However, it went downhill from there to the point that I was asked to write a personal reflection on how I can improve my professionalism because the excuse of my DYING at the time in the hospital was not good enough for them. This institution is so concerned with Federal Law, but it is okay to retaliate to complaints through bullying and intimidation, which violate federal discrimination laws. I have reached out to their internal team but will like the BBB to take appropriate action. 
  
  Sincerely,
  
  ****** ******

  Business response

  01/05/2024

  WGU will continue to pursue the appropriate resolution to this students concerns through our internal formal complaint process.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I dropped out of classes since January and every month I still get charged 83 dollars not even when i was going to attend was i to pay that

  Business response

  12/19/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing financial details of a student's account in this public space. Complainant is advised to email ****************** for assistance.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My semester concluded 11/30/2023. Previous to that, I submitted D403 Task 3 and had it returned to me for revisions on 11/27. The revisions it needed were very minimal. I added a few sentences and resubmitted later that same day (11/27). I notified my employer that my tuition reimbursement request would be delayed as I was waiting for the task to be reviewed. When I hadnt heard back by 12/5, I reached out to assessment services and my program mentor to explain that I did in fact resubmit the task and the error didnt occur on my end. I received an email from *** stating that I did not resubmit task 3, but they are simply wrong. Since the error is on their end, I think they should allow me to submit the task again.

  Business response

  12/06/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing details of this complaint in this public forum. An internal complaint will be initiated on behalf of the student and the concerns will be resolved through that internal process.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WGUs *********************** has struggled to accurately handle my financial aid two terms in a row. Last term, (which began in June), they told me Id be fully covered by *****s. A couple weeks into the term when it was too late to opt out, they told me I was no longer eligible for financial aid and needed to do a SAP Appeal. When I pointed out that this was an error and that I was eligible, they agreed I was correct and said theyd reprocess everything. Months later in October, they started sending me threats that Id be dropped soon for non-payment, and then they sent me a financial aid recalculation that again said I wasnt eligible for certain *****s. When I called ********* Services, they told me that the deadline for them to submit ***** requests is the end of June, and due to their mistake at the beginning of the term, I might not be able to get *****s after all. So it was entirely my problem that theyd failed to do their job of submitting ***** requests, and they did not care if that meant I got a bill for thousands of dollars. They encouraged me to take a loan instead while they tried to figure it out, so I did. After an exhausting amount of work on my part - when I should have been focused on my studies rather than extensively researching the US laws surrounding post-secondary financial aid - they figured it out. The ***** was issued. The loan never was, even though Id signed up for it.Yesterday, I started a new term, and it was supposed to mostly be covered by *****s again. This morning (a weekend, when the financial services **** is closed) I received a letter saying I was no longer eligible for financial aid and need to do a SAP Appeal. Why does this keep happening? I cant bear to spend another year with *** allowing me to undertake a new, expensive term then rip the rug out from under me for no reason when its too late to back out. I have finished all my classes on time. Please stop doing this to me.

  Business response

  12/13/2023

  *** regrets that there were errors in this student's financial aid packaging. At this time, Financial Aid managers are reviewing every detail of the student's financial aid and we are communicating with the student internally, as federal FERPA regulations prevent us from posting those details in this public forum. *** endeavors to process financial aid without mistakes but with the number of students in our enrollment, it is a challenge to avoid an occasional mistake.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have finished all of the coursework required for my bachelor's degree. However, I cannot finish the program, i.e., graduate, without completing the clinical portion that consists of 80 hours of shadowing a BSN prepared nurse. I have been trying to achieve this feat since February. I have exchanged 20+ emails trying to get placement. They told me in July that I was being placed at a location. They never told me to fill out a placement form until November. I sent an email and they said they would place me. I trusted their word. I am not asking for special treatment. I am just asking for this process to make sense! I work 40 + hours per week. I am supposed to “beat the streets” after hours (when clinics are closing) to find a nurse to follow around and watch work for 80 hours. (The clinicals are 100% hands-off) I am also supposed to trust that WGU is working in my best interest, but I keep catching them in lies and at this point, it feels like the whole “clinical” thing is a song-and-dance to get another term worth of tuition. I am at my wits end and at month 9 of trying to finish these clinicals, I cannot help but feel led on. I know that I am not the only student struggling with this. Every WGU chat room and message board are inundated with the same sentiments. At this point, I have 16 days left in my term and I am mentally preparing to shell out $1500 to follow a nurse around for 80 hours so I can get this degree that I have worked so hard for. BTW: This is the 2nd term that I have rolled over b/c I could not obtain clinical placement.

  Business response

  11/15/2023

  WGU has a secure internal student complaint policy and process which would have been the appropriate venue to resolve this complaint. The complaint will be handled internally by WGU. The Family Educational Rights and Privacy Act (FERPA) prevents WGU from resolving this complaint in this public forum.

  Customer response

  11/19/2023

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

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently received a bill, stating that I owe Western Governors University $962.04.I enrolled and was scheduled to begin my studies on August 1, 2023. The school program is advertised as being able to advance through the program of study at a students own pace, with the ability to test out of classes on subjects that are already known. However, every attempt that I made received roadblocks that hindered my progression:My advisor was on vacation for a week. My course instructor was on vacation for another week. I was denied the ability to take course exams without my advisor or instructor releasing my exam (both were on vacation). Before an exam re-take was allowed, both advisor and instructor required additional paperwork and assignments that were never mentioned prior. The first, and only course, I attempted to test out of was a foundational cybersecurity course. I have been working in the cybersecurity industry for years and am intimately aware with cybersecurity fundamentals. There was nothing on the exam relevant to cybersecurity skills. There were no explanations given for why I failed and was only told to re-read assignments, perform additional essays that were not related, and re-attempt. After the second failed attempt at an exam, similar to first, and provided with no test results, I was told I would have to pay an additional fee before taking the exam a third time (AFTER a week trying to contact instructor with no response. I was told I would not be allowed to work at my own pace. I filed my resignation from the school on August 28, 2023, four weeks after I started the term. Two of those four weeks I was unable to perform any work due to school not allowing me access. I never received any credits, certifications, or other benefit from the school.The school is demanding payment for enrollment of less than a month, half of which was inaccessible.

  Business response

  11/02/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from responding in detail to this complainant. Complainant has also filed the appropriate complaint through ***'s internal complaint process and their concerns will be addressed through that process.

  Customer response

  11/07/2023

   
  Complaint: 20811944
  
  I am rejecting this response because:
  The company refuses to respond through the Better Business Bureau's service, but instead want to keep the discourse private and out of the public eye. The company claims I was given opportunities to receive the help I needed, but I was not. When I reached out for assistance from the instructor, I was informed I had to wait a week. The exams I took contained the most obscure questions covering topics that were not related to the reading material. According to schools response, almost half of their students fail the first exam, half fail the second, which forces students to begin paying additional fees to take more attempts. This is intentional to force students to pay more than what was advertised. They claim I had 23 days that I was enrolled in the school, but it doesn't take into consideration the week and a half where I was unable to contact my instructor or mentor (they were on 'vacation'), yet they still want to bill me. This school is a fraudulent organization that is focused on milking money out of their students and not providing a quality education. I will proceed with filing charges against them.
  

  Sincerely,
  
  *********************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I utilized student loans for the semester tuition. I withdrew from the university and somehow accrued a residual balance after they returned the student loans. The withdrawal process wasn't even fully completed yet when I was alerted to a "past due" balance. I emailed to ask what the charge was for and why was it considered past due. I received an email that didn't explain why I had the residual balance so I replied and asked again. I received no response. I paid the balance out of fear it would ruin my credit but I feel this is a very predatory practice and would just like to warn future students of this issue. Maybe i can get an actual response as to why, what seems to be a miscalculation on their part, was added as a past due amount on my account. Judging from the reports here, I doubt I will get anything of substance from the organization. Terrible experience at the University followed up by having to pay for who knows what reason. Just glad to be away from them and mad at myself for wasting time and money on them.

  Business response

  08/01/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from discussing details of a student's data in this public forum. When a student withdraws after receiving federal financial aid, WGU is required by the Department of Education to perform a "Return to Title IV" calculation which dictates how much financial aid must be returned to the lender. WGU also prorates the tuition charge for the term if the student has completed less than 60% of the term. After the tuition is prorated and the federal financial aid is returned (Department of Education requirement) a student may have a surplus or they may have a balance due. It all is dictated by the "Return to Title IV" calculation. A review of this student's account indicates that WGU handled the withdrawal calculation correctly. This student was given a detailed explanation of this in an email dated July 27, 2023. If they still have questions about that calculation, they need to contact WGU Financial Services.

  Customer response

  08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: Still haven't received a detailed explanation for my questions. I had also requested more info through email and that was ignored. Happy to never have to deal with this again. 
  
  Sincerely,
  ****** *****
  

  Business response

  08/02/2023

  The withdrawal balance calculation has been reviewed and found to be correct. This has been explained to this student more than once. We have asked a representative in WGU Financial Services to reach out to the student again to answer any questions.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been attending this university for almost over a year and a half. I was supposed. to graduate last August but because their *************************** could not respond or approve anything in a timely manner, my course work has been prolonged and I was scammed out of another semester that I had to pay out of pocket because conveniently I do not have enough credits that I need to take to be covered by financial aid. Their health placement department continued to drag their feet with their approvals process, telling me that they needed one more thing and when that was completed, then they needed something else, prolonging this approval process for months. Now that I've finally completed the class, they're refusing to grade my coursework because it does not meet their requirements. It just seems like they want to scam me again out of another semester of tuition which I will not pay. At this point I will look at another school and transfer. I will not file a grievance with the school, because that department is also comical to say the very least. I'll take legal action before I file another grievance.

  Business response

  06/02/2023

  The Family Eduction Rights and Privacy Act (FERPA) prevents *** from addressing the specific points of this complaint. Several points of this complaint are untrue.

  Customer response

  06/02/2023

   
  Complaint: 20133685
  
  I am rejecting this response because: there is nothing untrue about my complaint. And to respond so quickly to it mean that you have done nothing to investigate the matter. 
  
  Sincerely,
  
  *************************************

  Customer response

  06/02/2023

  I would like my submitted paper graded as it meets the requirement for access to preventative health services. *** continues to hold my diploma hostage to scam me out of another term just looking for excuses not to pass me on this final class in order to extort more funds from me. 

  Business response

  06/05/2023

  *** cannot resolve these issues in this public forum. This complainant should file a formal complaint with *** at *******************

*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. ↩