ComplaintsforWestern Governors University

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am attending *** as a student. I'm currently enrolled in IT and I was taking tests through the school in order the receive my CompTIA A+ Certification. I completed both the required courses to obtain my certificate, however the school somehow messed up the scheduling for these tests and I was given a different test than the one they require for the certification (They give you a voucher for a specific test to make sure this situation doesn't happen). When I was enrolling at the university I was told by multiple enrollment parties that I would be obtaining my certificates throughout the course, however, due to someone or multiple parties incompetence I am unable to obtain the certification and they have done nothing to rectify the situation. All they have told me is that I can contact CompTIA about it and request to take another test. The issue is is that I've invested 4 months into the certification and I am enrolled using my ** Bill. The ** Bill only lasts for 36 months and now I've basically lost 4 months of the ** Bill that I bled to get so I could get my education. I contacted different departments within the school and none of which have been even been slightest bit willing to assist me in this. The issue here is that I was lied to by ***, ignored by ***, and have no other means of reaching a conclusion on this. I believe *** is fraud organization that has scammed me out of my time, money, and wellbeing.

  Business response

  10/14/2022

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing details of a student's academic records in this public forum. *** has a formal complaint policy and process to handle such issues. This individual has already begun that process and this issue will be resolved.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a student at this university. Mid term they notified us that changes were happening to a course. We were required to turn in all papers by 8/1//2022. I turned my paper in on 7/27/2022. On 7/31/2022 I was asked to make minor revisions. I did this and turned it back in within 2 hours. They never evaluated the paper and automatically deleted my submission and enrolled me into the new course. I contacted assessment services and was told my class and aubmission could not be found. I feel they need to evaluate my revisions and not force me to redo months of work for their financial gain.

  Business response

  08/04/2022

  This matter has been submitted to *** ****************** by the student's mentor. The ****************** will resolve the issue.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  " We are committed to identifying barriers to higher education and systematically knocking them down so more students can enroll in college, earn their degrees, and achieve their dreams." So far, I have experienced the worst level of purported "student support" - I have gone through two (2) mentors and the most recent has been completely unreliable and unhelpful. They hire instructors who clearly are not qualified to do the job - I am the student, when I reach out to the course instructors for assistance with a task I should receive an equitable and viable response - but that is not the case. ********************************* is the current instructor and she is as unreliable as ****** Net. It is CRITICAL that the instructor respond with correct, accurate information in a timely manner as each course is given a specific number of weeks to complete. Otherwise the student is faced with overlapping courses that eventually obstruct progress and finishing the terms on time. They are aware of this and the school does nothing to ensure that the instructors they hire are qualified to do the job and to provide the required assistance to the students as was agreed to when I enrolled. ***, the mentors, their financial services department, and their testing staff have consistently failed to act in a reasonable and professional manner that could justify the cost of admission.The manager for the mentors decides to jump into the middle of a discussion with a completely different department but when the issues regarding her department and her subordinates are brought to her attention, there is little action taken.I would like to hear from someone who is actually in charge. Someone who actually has a vested interest in restoring/repairing the reputation of *** and retaining their students.

  Business response

  07/19/2022

  The appropriate departments at *** are in contact with this complainant.

  Customer response

  07/19/2022

   
  Complaint: 17575494
  
  I am rejecting this response because:

   

  THERE IS NO RESPONSE FROM THE BUSINESS WITHIN THIS MESSAGE.  ????

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

  Business response

  07/20/2022

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing the status of this student in this open forum. The student is being supported by the appropriate *** department.

  Customer response

  07/20/2022

   
  Complaint: 17575494
  
  I am rejecting this response because:

   

  *** has consistently failed to provide leadership in all areas of their platform.  From the idiocy received from their financial services department to the refusal of their instructors to provide lucid, clear, course information and task guides.  The mentor has derailed and no longer providing quality support as is my understanding she should be doing.  Weekly calls are now missed calls with zero follow-up emails.  Messages sent to the mentor are not answered for days.  Requests sent to the instructors for feedback are met with regurgitated information from the original task information which translates to me as an absolute refusal to do the job.  ***'s manager for the mentor has sent abrasive emails to me in the past regarding matters that didn't have anything to do with her department.  Yes, she apologized, but now that I see her disposition, I can clearly see why *** fails at mentoring, processing payments, applying credits to student balances, providing quality instruction by educators, providing quality I.T. framework and design, and providing course instruction and guidance that is consistent and equitable.  *** cannot hire people in ***************** to ******* our exams - we are left with the mindless unprofessionalism demonstrated by EXAMITY and their overseas agents who clearly could care less if they are on time for the start of the test or not.  And yet *** does NOTHING to correct any of the above.

   

  So - no - *** has not provided any viable response; their so-called "******* Conduct Investigator" has demanded that I "dWe respectfully request that you cease further communication with *** faculty & staff outside of the ****** of ******* Conduct or the ******* Ombuds until this matter has been resolved -- failure to comply with this request will be considered an additional violation of the Code. " - - - BUT I AM IN THE MIDDLE OF A CLASS AND HAVE THE RIGHT TO COMMUNICATE WITH MY INSTRUCTORS FOR CLARIFICATION ON THE **** AND TO PREPARE FOR THE OA.

   

  *** do not exercise any thinking patterns that might suggest that they have the knowledge, experience and skillset to make this work.  I have found multiple complaints on their website regarding their failure to exhibit basic responsibilities in managing the systems within the school and there are dozens of complaints that match mine.

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

  Business response

  07/20/2022

  *** has already explained that we cannot address specific concerns that would require unlawful releasing of student records. FERPA prevents us from addressing complainants points in this public forum. *** considers this continued activity on BBB to be harassment.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This term started in January of 2022. I had passed one class by the time I had to withdraw. During this time my wife passed away. which caused me to withdraw from the school. This was in April of 2022. July the fifth of 2022 I get an email stating that. I can no longer receive federal student aid with the college due to a low GPA. When I left the college I was never made aware that this would happen. In early July or Late June I reapply and got a message that my application to return had been approved and that I needed to schedule a time with someone from the reentry department. Which I gladly did thinking everything was ok. Then I get an email stating that I was going to have to self pay. This seems wrong given that the circumstances were out of my control and the university was aware of what happened.

  Business response

  07/06/2022

  This complainant's circumstances were devastating. *** still must abide by ********** of ******** rules and federal financial aid regulations, which we do. There are often solutions to issues such as this. The complainant is encouraged to communicate with ********* Services at *** and discuss a SAP appeal.

  Customer response

  07/06/2022

   
  Complaint: 17526219
  
  I am rejecting this response because: 
  This does not solve the problem at all it doesnt allow me to reenter at all. The federal rules do not state under any circumstances that you can deny federal aid unless it is a drug felony or various other charges. You have defaulted or have several other issues. Of which i do not have any of the above. I death of a spouse is considered circumstances beyond ones control and does qualify for reentry both under the schools policy and the federal governments policy. At this time I am simply requesting that the school go by the letter of the law and allow my future attendence without an appeal being made.
  Sincerely,
  
  ***************************

  Business response

  07/06/2022

  This complaint is incorrect and uninformed. Federal Financial aid is administered in accordance to very strict rules from the ********** of ********** which *** abides by. Students can become ineligible for financial aid through insufficient academic progress, regardless of extenuating circumstances. *** does have latitude to administer financial aid through SAP appeals, which this complainant should take advantage of.

  Customer response

  07/07/2022

  I have been trying to reach out to this department for a few days and have had no response I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  07/07/2022

  My middle ground offer would be a simple call by the financial aid office to discuss this matter farther

  Business response

  07/08/2022

  *** ******************** has already provided the link in this student's portal to submit his SAP appeal. Student is advised to use that link and submit their SAP appeal in order to get this concern resolved.

  Customer response

  07/08/2022

  Thank you I received the email as this response had already been sent I would like to thank the university for there prompt response 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

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***********************, RN, AMB-BC. I am a full-time student enrolled in the RN-to-BSN program. The programs states that you can work at your own pace, but that has turned out to be inaccurate. I have completed 10 units in my Term. I have asked to have more classes added to my schedule, so that I can indeed work at my pace. *** however, is not allowing me to add more classes to this term until I finish a 2 unit course. The instructor of that course believes I should have classes added. The *** website states that if you want to add on classes to ask our mentor. My mentor is quite unhelpful in getting this done, so at the suggestion of an instructor at ***, I requested that mentor be replaced. *** is making the condition of having to wait to add more classes, which is against what they have advertised on TV and state on their own website. *** is milking FAFSA moneys by not allowing me to accelerate.

  Business response

  05/16/2022

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing any student's specific academic details in this public forum, however we can address the general subject of student pacing at ***. *** students are encouraged to work as fast as they can to complete their programs in the least number of terms possible. As a non-profit school, *** has no incentive to purposefully slow any student's progress and every incentive to support students' efforts to graduate as quickly as possible. However, allowing students to move as quickly as possible is only one of ***'s goals. There are policies concerning accelerating courses and one of those policies in the *** ******* of ****** Professions is that students must have completed all the courses they have in registration before adding another course. This policy is there to prevent students from reaching the end of a term and having a not passed course placed on their transcript. The decision to accelerate a course is the responsibility of the Program Mentor, not a Course Instructor. That decision may be appealed to the Program Mentor's manager, which is the appropriate next step for a student wishing to accelerate a course in exception to the policy. If a student does not receive a satisfactory answer from the Program Mentor and the Mentor's Manager, the next appropriate step is to follow the directions in the Student Complaint and Grievance Policy, which can be found in the Student Handbook at this URL:

  https://cm.***.edu/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194

  We encourage this complainant to continue working at their fastest pace and graduate as quickly as possible. *** will support that effort, within the structure of its policies.

  Customer response

  05/16/2022

   
  Complaint: 17201094
  
  I am rejecting this response because: *** is NOT allowing me to work at my pace. *** should add more classes, so I can Work at my pace. I have nothing good to say about this program until I am allowed to ADD classes. 
  
  Sincerely,
  
  ***********************

  Business response

  05/16/2022

  This complainant is asking for a waiver of a policy at ***. This cannot be accomplished through the Better Business Bureau. The complainants options for seeking this waiver have been provided.

  Customer response

  05/17/2022

   
  Complaint: 17201094
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** has charged me for two terms even though I didn't do any work nor complete any classes. At this time I was going through hardships and wasn't able to attend school. For these reasons, I am not paying for these two terms since nothing was completed and no resources were used. I was charged about $9,000 over the course of the year where I was not active with ***. I would like these two terms to be removed from my financials so it can reflect that I do not owe this amount with my student loan company.

  Business response

  05/09/2022

  This complaint contains much information that does not match *** student records, however the **************** Rights and Privacy Act (FERPA) prevents *** from discussing details of students' academic history in this public forum. In order to resolve the complaint, the complainant is urged to follow the instructions in the Student Complaint and Grievance Policy, contained at this URL: 

  https://cm.*******/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194

   

   

  Customer response

  05/09/2022

   
  Complaint: 17044980
  
  I am rejecting this response because:this isnt my first time complaining about this issue. I would like *** to actually do something instead of continuously ignoring me on the matter. 
  
  Sincerely,
  
  *******************************

  Business response

  05/09/2022

  This individual has not filed a formal complaint through the process and guidelines outlined in the Student Complaint and Grievance Policy. Complaining about an issue will not necessarily bring resolution, unless the student has addressed their complaint to the appropriate department. *** is a policy-driven organization. *** makes itself subject to its policies and expects students to do the same. The Student Complaint and Grievance Policy exists to provide a process to resolve student complaints. Complainant is urged to follow that policy. 

  Customer response

  06/08/2022

  I filed a complaint last month against *** for charging me for 2 full terms even though I didnt attend school during that time & I didnt complete any work. I filed the appropriate complaint through *** but havent been in communication with anyone. *** brought up this matter several times and have been ignored. I would like my 2 terms to be credited back to my student loans.

  Business response

  06/09/2022

  From the BUSINESS:

  Sent 6/9/2022 10:57:16 AM

  Read by ************************ on 6/9/2022 11:06:03 AM

  This complainant filed a BBB complaint on May 9, 2022, to which *** replied:

  This complaint contains much information that does not match *** student records, however the **************** Rights and Privacy Act (FERPA) prevents *** from discussing details of students' academic history in this public forum. In order to resolve the complaint, the complainant is urged to follow the instructions in the Student Complaint and Grievance Policy, contained at this URL: 
  https://cm.*******/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194

  The complainant has not followed this guidance and has not filed a formal complaint to ***. This complainant is again urged to follow the *** Student Complaint and Grievance Policy to have their concerns resolved.

  Customer response

  06/09/2022

  From the CONSUMER:

  Sent 6/9/2022 11:07:51 AM

  Read by ************************ on 6/9/2022 4:15:56 PM

   
  Complaint: 17336886
  
  I am rejecting this response because:I have filed a formal complaint through the correct form on the *** website and havent heard back. Its been a couple weeks so I am rejecting this so I dont continue to be ignored by ***.
  
  Sincerely,
  
  *******************************

  Business response

  06/09/2022

  From the BUSINESS:

  Sent 6/9/2022 3:34:27 PM

  Read by ************************ on 6/9/2022 4:16:00 PM

  We did detect a technical failure of a ********* tool that forwards formal complaints to the appropriate department. This complainant filed a formal complaint on 6/1/2022 that was not forwarded. *** apologizes for this service breakdown and we will immediately review the formal complaint and reach out to the student. The outcome of the formal complaint will not be shared on this public website.

  Customer response

  08/24/2022

  I have previously filed a complaint against *** for charging me for 3 full terms even though I didn't attend school during that time didn't complete any work. I had also notified my advisor of the situations I was going through and stated that I would not be able to attend school due to health, family and money reasons. I filed the appropriate complaint through *** but was denied even after providing adequate documentation. I've brought up this matter several times and have been ignored. I would like my 3 terms to be credited back to my student loans. I was also unable to take exams during my time at *** due to their third party proctors and unattainable rules for taking exams. I refuse to be taken advantage of my a money hungry school. Clearly, *** is a scam and many others feel this way by the complaints here and on other websites. *** also has fraudulent reviews that give it 5 stars but you can clearly see they are bot reviews. The real reviews are negative.

  Business response

  08/25/2022

  From the BUSINESS:

  Sent 8/25/2022 11:12:14 AM

  Read by ************************ on 8/25/2022 11:20:48 AM

  The Family Educational Rights and Privacy Act (FERPA) prevents us from discussing details of this complainant's actual academic history at *** in this public forum. ***, like any other school, charges tuition for access to courses and resources. Students who are not engaged are unenrolled after 45 days. Students who are engaged but do not complete any work are not entitled to tuition refund. *** is a non-profit university and, as such, incurs costs for each student that is enrolled. These costs must be covered by tuition from those students who are enrolled. *** enjoys very favorable reviews from current and past students, as well as employers of our graduates, and other schools. 

  Customer response

  08/25/2022

  From the CONSUMER:

  Sent 8/25/2022 11:25:15 AM

   
  Complaint: 17765291
  
  I am rejecting this response because:I previously told my mentor about my situations during the time and everyone was aware that I was unable to attend or complete any work. I should only be responsible for the terms I did attempt work in which was only a couple terms & even then the third party ******* prevented me from taking exams & therefore finishing classes. The only acceptable response is getting credited back those terms to my student loans. Anything else will keep being rejected. 
  
  Sincerely,
  
  *******************************

  Business response

  08/25/2022

  As was previously stated, *** cannot discuss details of a student's academic history in this public forum.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started attending *** to get a degree in business management, a few months in I decided to change to my program to become a teacher due to the public service loan forgiveness program that was offered to teachers, I completed 91 credits and during that time *** changed my program requirements to become teacher which basically meant that 90% of my credits that I had already completed were no longer valid because they change the course name and the course requirements for my degree. At that point I had already racked up $68,000 in student loan debt and I ran out of financial aid money. I was advised by the school to move forward in this program and that I would have no issues getting a job. Im very upset that I spent four years of my life and now oh $68,000 for a degree that I do not have because WG you changed my program and left me high and dry. I have filed Borrower Defense Customer and Im still waiting for a response however I feel that *** is scamming students out of money and purposely extending the amount of time that they need to complete for school to get their degrees by changing the programs in the classes that are required for those programs. This leads to students having a massive amount of debt and getting no degree after putting in a lot of time and effort in order to get a degree. I feel like this is predatory lending and it should be illegal. I would love if I can get a refund for the amount that I owe to *** because I truly feel that this is unfair I owe for a degree that I was never able to complete because *** change the program before I can complete it.

  Business response

  04/27/2022

  Complaint details do not match records on file with ***. The **************** Rights and Privacy Act (FERPA) prevents *** from discussing details of a student's record in this public forum. *** advises complainant to follow the process outlined in the Student Complaint and Grievance Policy at this URL: https://cm.***.edu/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194. This is the appropriate process to resolve student complaints with ***. *** does have recency requirements for transfer credit for all of its programs, that apply even to courses taken at ***. Many courses taken 10 years ago will no longer be accepted for admission or readmission. Recency of studies is one reason that *** graduates are so well accepted with employers.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** is attempting to charge me an erroneous amount of money without cause in a fraudulent manner. I believe this is in retaliation for me enrolling in another university and leaving ***. The amount of the **** is upwards of $900.00 ***. I will be reaching out to my ******* state representative attorney general and filing a complaint in addition to this complaint.

  Business response

  02/15/2022

  The Family Educational Rights and Privacy Act (FERPA) prevents *** from discussing details of a student account in this public forum. *** has a proper process for resolving student issues and recommends that this complainant utilize that process. That can be found at: https://cm.***.edu/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194.

  Customer response

  02/15/2022

   
  Complaint: ********
  
  I am rejecting this response because:Unacceptable response, the attorney general will not accept that response.  I have filed a formal complaint with the ******* AG and I will also file a complaint with the **** AG shortly, stand by.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** keeps calling me to enroll. I had explored transferring to *** but changed my mind. I keep getting calls at least monthly from *** despite telling them numerous times to stop calling, I am not interested. I was told multiple times I would be added to a do not call list yet I am still getting calls to this very day.

  Business response

  12/02/2021

  *** sincerely apologizes for this error. We have discovered that of the two "do not contact" boxes, only one was checked at the time this person requested no more contact. We have discovered this error and checked the other box, which should completely stop the outreach calls. 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed multiple complaints with the ********************* and OIG for Education but have not received any responses leading into November. On 9/25/2021 I learned I was dropped from a program for being vocal and asking to push back my start date. I applied for enrollment into the Masters of Teaching, Elementary at *** and at first everything was cool then the emails started spamming me and telling me that I was not accepted after I had already received notification from enrollment counselor ***************************. I unsubscribed from the emails. Out of nowhere the enrollment counselor called me within 24 hours to have me call her and I found it inappropriate. We were scheduled a week later for my entrance counseling and the lady called ***** minutes earlier than the scheduled time so I missed my appointment. I called ba ck within 5 minutes then she calls back around 10 minutes after our scheduled time and I felt disrespected. I filed a complaint and received a new entrance counselor ************************* then went through the process to start October 1. Shortly after I am notified of a mentor named ************************************* that came across like the program was going to be invasive. I requested an outline of the required commitment in place and did not comply with scheduling a meeting, in which I felt was unnecessary. The mentor then goes and ccs the enrollment counselor as if she was my boss or someone I had to report to. After filing another complaint, I request to push back my start date and to opt out of a mentor as I did not need anyone new in life or in my personal goals. No one responds for days. I assume they have made me look disgruntled like most North Carolina people. I call to follow up and they have dropped me from the program and my student loans will go back as they never were applied for. It is marketed to be flexible and for working students and it just comes across as invasive and another liability. I feel misleads and used. I spent a good bit of time on this.

  Business response

  11/04/2021

  This complainant was provided with the same explanation of *** policies given to all prospective students. *** regrets if there are any policies that any applicant is uncomfortable with, however those policies are in place because of our conviction that they result in the greatest student success. We invite this complainant to attend *** as long as those policies are adhered to. If the complainant desires additional contact with ***, she is invited to respond to the email from our **************** Senior Enrollment Manager on October 5, 2021, to indicate if she would like to abide by all of ***'s policies and attend under those conditions. 

  Customer response

  11/04/2021

  
  Complaint: ********
  
  I am rejecting this response because:*** never responded to any of my communications. As of November 2, my portal reflects that I am not an active student. However, I was contacted about interviews on 10/3-10/4 for pending scholarship opportunities (via the ****** of ********* Partnerships Manager ********* Partnerships Manager) that were forfeited due to the actions of the enrollment department. The actions of and policies that were previously discussed also lead to my resigning prematurely from ***************************************** Schools following acceptance of an Assistant, Teacher role while awaiting potential placement in a Emergency or Short Term licensure due to the undue stress and uncertainty. I wasted 2-3 months of time only to be blindsided and now have been pushed back 6 months from my own goals, and may not be eligible to return to CMS due to the quick decision making I had to make in not knowing if the program affiliated with *** had attempted to tarnish my reputation further in a state like **************, along with a disregard for ongoing personal matters reflected in my request to push back my start date leading to the discriminatory actions.
  
  Sincerely,
  
  ******* ******

  Business response

  11/05/2021

  The **************** Rights and Privacy Act (FERPA) prevents *** from addressing such specific allegations, although our records do indicate a very different narrative of this complainant's interactions with ***. Any unintended consequences of this complainant's decisions concerning enrollment at *** and acceptance of ***'s policies are solely the complainant's responsibility. *** has followed its standard policies and practices with this complainant just as with any new student from any location. We categorically deny any allegation of discrimination in our service to this individual. 

*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. ↩