ComplaintsforWestern Governors University

• Initial Complaint

  04/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am trying to withdraw from this school because I am no longer interested in an online school and have not had the best luck with mentors or the ******* exams (mentors missing phone calls, etc). I just want to withdraw, and my withdraw is being held hostage because my mentor is saying I need to contact them, and keep being ignored. I want my withdraw processed right now, and any refund owed to me returned. I am sick of these twisted games *** plays to try to make me stay enrolled.

  Business response

  04/21/2023

  *** students have the option to take a break for a specified number of months, up to 5 months, without withdrawing. Under some circumstances, there are disadvantages to withdrawing, if a student intends to pick up again at a later date. Whenever a student requests to withdraw, the student's mentor is required to have a brief call with the student to see if a break would be more advantageous for them than a withdrawal. To complete the withdrawal process, all the student needs to do is have a very brief conversation with the mentor and confirm that withdrawal is what they want. When a withdrawal is processed, it is made effective the first date that the student requested withdrawal, so the time required to speak to the mentor does not incur any additional tuition costs. We understand if this student wants to withdraw but our policy is in place to prevent unintended consequences from harming the student. This student's withdrawal has now been submitted.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have missed two deadlines to start classes with WGU because they still have not reviewed my transcripts. I emailed my admissions counselor weeks ago without a reply. Today, I called and spoke to a rude individual that was no help. He advised me today was the deadline to have all my ducks in a row to start May 1st classes, but, since my transcripts still have not been reviewed, I would have to wait until June 1st (yet another month) to start classes. None of this is my fault. My transcripts have been waiting to be reviewed. When I mentioned that I "may" have to find another school since it's taking so long, the man I spoke to simply said, "I'll cancel your file." What? I'll bet there are plenty of people who have taken their thousands of dollars elsewhere because of this unapologetic, molases way of doing business.

  Business response

  04/18/2023

  WGU will happily investigate this situation if the prospective student will send contact [email protected] from their WGU email address. WGU cannot resolve issues like this through this public forum because of FERPA privacy restrictions.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After finishing my minimum credits to be full-time under the post-9/11 ** Bill, I asked my mentor if he could withdraw me after the semester. However, *** withdrew me roughly 6 weeks before the end of the semester, causing a mass of financial issues for me. First, the VA asked for the *** money back and then *** asked for an extra tuition payment. After hours on the phone with their military, finance, and records department, they told me they couldn't do anything for me and that I had to pay the money back. Even though I completed my credit hours and specifically told my mentor to wait until after the semester ended, *** still forced me to pay extra money for tuition. As a veteran, I understand how the ** **** works and it makes no sense why I would withdraw early from a semester, knowing that I get paid an *** and would have to pay it back if I withdrew early. I tried to explain this to them several times, but they ignored the obvious. It seems like *** is just out to steal veterans' money and doesn't care about their financial well-being. Any veteran or student looking to go here, avoid it at all costs!

  Business response

  04/05/2023

  The Family Educational Rights and Privacy Act prevents us from providing specific information about a student's academic history. However, we can state that this complainant is not being truthful about the details of his withdrawal. He should review the emails that he sent to his mentor, asking to be withdrawn. *** is sympathetic to the complainant's plight, however *** was not responsible for the impact of the student's withdrawal.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *** has had my official transcripts since January and they still have not analyzed them to finalize my class schedule. This is ridiculous. I've waited nearly 6 months and if I have to push out my start date again due to someone not being able to review my transcripts, I will not be attending ***. In fact, I will do everything I can to deface ***. This is absolutely outrageous no one can simply review my transcripts. Very disappointed with my experience. My academic counselor is *********************** & unfortunately these last couple of months he has become near impossible to get to return a call or update me on the status of my transcripts. I do not care if *** is overworked - that is not my problem or my concern. My only concern is getting in and out with an education.

  Business response

  03/28/2023

  *** has researched and confirmed this complainant's concern. The ********************* expressed their apology concerning the lack of communication from the particular enrollment counselor. *** will take appropriate action. A newly-assigned enrollment counselor will be in touch with the complainant this week. It also appears that the issue delaying the evaluation of complainant's transcript has been corrected and that evaluation should be forthcoming in the next few business days. *** enrolls over ****** new students each month. In this process, occasionally mistakes and errors will occur. *** owns these mistakes and sincerely apologizes to this complainant for the missteps in enrollment.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After graduating from *** almost a year ago, *** is now trying to collect over $1000 dollars from me. They gave me only 14 days to provide they money, however they have not sent me an actual bill showing where all the money paid in the previous years went and how I owe them more money. After asking several times for a clear and concise bill, they continue to send a convoluted excel spread sheet with a bunch of numbers on it that does not make any sense. I have requested *** send me a hard copy of the bill and have received no response. I have attempted to call them and have received no response. Their book keeping appears to be sketchy at best, and predatory of disabled veterans that are using government funding to pay for their education. In my account on their website, there is a section dedicated to financial summaries of my account. All of it is blank. There is no record of previous payments or bills. They have decided to charge me money, last minute, almost a year later and appear to not have an actual record of what I owe.

  Business response

  02/23/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing in this public forum any details of this student's accounts at *** or correspondence concerning their balance. *** welcomes the opportunity to assist the student to understand their account balance. This will be handled through ***'s Student Complaint and Grievance Policy. Student is urged to send a detailed email to ****************** to begin that review.

  Customer response

  02/23/2023

   
  Complaint: 19455773
  
  I am rejecting this response because: I have attempted to contact *** to no avail. *** needs to contact me. I am also going to file a complaint with the **** *************** Education. 
  
  Sincerely,
  
  *****************************

  Business response

  02/24/2023

  This complainant has posted incorrect information in this BBB complaint. *** has informed the student, very clearly, why they have a balance. Student has been provided with a detailed record of their entire student account. Student has been contacted numerous times by ***. The information he has been provided concerning his student account balance has be reviewed and verified. Unpaid student accounts are referred to an outside collection agency. Student is urged to make payment arrangements to avoid this process.

  Customer response

  02/24/2023

   
  Complaint: 19455773
  
  I am rejecting this response because:
  You have failed to provide me with a detailed bill. First you claim you cannot post account information on a public forum, then you provide a different response. I have tried to contact you today regarding this matter, to no avail. I have the phone recordings. You have also failed to provide me a paper copy of my bill, as requested. All of this is going to the state in a complaint. Because federal funding was used, I am also going to file a complaint with the federal government. Any information sent to a credit agency will be disputed. I strongly suggest you contact me and provide me with what I am asking for. And again, *** has predatory practices towards disabled veterans.
  Sincerely,
  
  *****************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Fall 2022 I began seeking information from *** about their **************** programs. At the time I was already a licensed/certified teacher however my endorsement was only in ****************** I was desiring to add an endorsement for ***************************** In speaking at length with enrollment counselors and explaining my situation I was informed that I should pursue the Masters of Elementary Mathematics as it was not a licensing program (since I am already licensed) but would fulfill the elementary education endorsement area. I spent a year completing the program. Upon applying to ******** Office of the Superintendent of Public Instruction to add the general education endorsement *** tells me that the program I completed does not fulfill that. Despite the fact that it was their enrollment coaches who led me to this program. As such it appears that I was lied to in order to gain my enrollment to a program that I then wasted a year as well as the financial cost that gets me nowhere near my need for elementary education endorsement. I have requested the recorded (quality assurance) phone calls from the enrollment coaches but have not heard back yet. I would like *** to follow through on what they assured me in order to gain my enrollment.

  Business response

  01/18/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from providing information concerning this complainant's program at *** in this public forum. The complainant has also filed a formal complaint within ***, and *** will work to provide the student the support necessary to resolve her situation.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up to attend Western Governors University in November 2022. I started classes December 1 of 2022. During the first semester. I realize that the school was just not for me. They would grade a certain way that I just didn’t agree with your work would go through the hands of multiple people before it was graded correctly and if it was failed with him three times you would be kicked out of the class and have to re-pay for it. I decided this isn’t the school for me and I withdrew on December 9. Now I am seeking a refund for the nine days that I attended school iPad a total of $1229 and received a refund of 373 for nine days of class or online class. Now I’m asking for a complete breakdown of what I was charged and no one will supply me with that but they’re charging me 305 for nine days of class. The school needs to be looked into by someone who looks into schools I wish I had more information on that because I would report them.

  Business response

  01/09/2023

  This complainant's tuition and fees were handled in complete agreement with WGU published policy and in complete agreement with information published on www.wgu.edu. Complainant has been advised of this.

  Business response

  01/10/2023

  The Family Educational Rights and Privacy Act (FERPA) prevents WGU from discussing details of a student's billing in this public forum. This complainant's billing account has been reviewed and found to be correct and in compliance with WGU's published rates and policies. 

  Customer response

  01/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  It’s all lies 
  Sincerely,
  ******** *******
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,Before starting last semester, I needed to wait before starting up my *** classes again. I brought this up with my *** councilor, and the term break staff. However, I was told that *** had canceled the program that I was in and to maintain my progress I had to re-enroll. I was strong-armed by multiple people at the university into continuing. This is an immoral practice as a university designed to increase their revenue. In the last 8 months, I have finished my teaching credential, finished my first Master's degree, finished student teaching, started two jobs, moved twice, got engaged, planned a wedding, and dealt with serious family illnesses.I was forced to start at a time in my life when I was not ready to. This was *** strong-arming me into giving them money, and created the urgency to start right away by cancelling the program. This is an egregious educational and business practice. Please help me receive a refund for last semester at ***. Thank you.

  Business response

  12/15/2022

  This student has appropriately filed a formal complaint with ***'s Student ********************* His concerns will be addressed through that process.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Their giving me a hard time after applying to enroll for the December start date and they dont offer any much business degrees in finance bachelors only business management

  Business response

  11/23/2022

  *** has many processes that have to conclude prior to a new student's start date, such as transcript evaluation, degree verification, financial clearance, mentor assignment. It is impossible to contact the school on 11/23 and demand a 12/1 start date. When advised of this, the complainant became angry and hung up on our enrollment counselor. Individual was told before starting the enrollment process that *** has many bachelor degree offerings but not Finance. This individual may contact *** if they wish to. Our phone number is ************. We recommend a higher level of professionalism, as our students are required to abide by a code of conduct.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I I am a first-term student at *** or was currently I am on administrative leave I have not received any of my credits except one class which also took forever to even be considered after turning those tests in multiple times and then I take the math test I've done flunked it twice you know that all the study and I can and then my freaking my health test you know I know I passed it I don't know what's going on but I shouldn't be on administrative leave I completely disagree with it and the way they run their school I feel like I was already set up to lose and that I was being scammed out of money I have a lot of different issues because when I signed up it said go at your own pace okay well that's understandable I tried doing the **** hours they said that my hours were not picking up and their system I studied for the math I did everything I was supposed to and I still f***** but it's just not doesn't seem right to be on administrative leave and then have to possibility pay cash on my own pocket just to go to school now I got to go and check out my studentloans.gov and see what I can do about that because no I don't think it's right that they get my money if I'm not going there oh and then they locked me out of the website because I am on an administrative leave which then I can't talk to anybody and I'm not really satisfied with the outcome I told him I was having issues with life my house is sailing you know going on foreclosure I told them what my study habits were and they still did nothing about it and I still flunked by like two points the examity test that they give I felt very uncomfortable with them and you have to be real careful on how you put things in I was getting answers right but it was still wrong because the computer couldn't read it right I just believe that I was scammed and taken advantage of and that also a school should not say on your schedule and I believe that a 78 or 79 would have been okay but since I was two points away.

  Business response

  11/11/2022

  This complaint has a great deal of incorrect information. The Family Educational Rights and Privacy Act (FERPA) prevents *** from commenting on specific aspects of a student's experience and status at ***. In order to address the complainant's concerns and request, we recommend that this complainant read and follow the instructions in the Student Complaint Policy at this URL: https://cm.***.edu/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194.

  Customer response

  11/15/2022

   
  Complaint: 18391505
  
  I am rejecting this response because: this has nothing to do with the privacy act when I enrolled I understood it was competency based but I still did not pass with a 80. I took the math test 2 times and the line was right there. I also did not pass my health assessment and again it was like a 78. I did not even get to start my psychology class so I feel as tho I was set up to fail. and I still even tho I did not start class I did not pass it The staff is great exspecially math an health i told them i learned better working face to face and i also want to say that i did log in and if i had not logged in than i would have not been able to complete my book work.
  
  Sincerely,
  
  ********************************

*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. ↩