ComplaintsforWestern Governors University

• Initial Complaint

  09/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I enrolled in *** a year and a half ago. I was told upon registration that since I did not have any credits to roll over I would need to do there *** Academy courses at $75.00 dollars a month (to a total of $800) at which I could do as many courses in any given month to get enough at my own pace. Once I was done with 3 classes I was to enroll into the *** course for Business in ********************* the cost would be $3,000. every 6 months. I started out with my onboarding class into the *** Academy once I was done I started on the English course, this is where and when I decided this is not the school for me. All my assignments for the English course never uploaded I had to redo them. It was very difficult to get anyone to help you, I had no support from this program so, I decided to stop attending knowing I still owed money for but with the poor service they offered it was worth it to me. I see that *** is continuing to take $75.00 out of my bank account without my authorization,

  Business response

  10/07/2021

  *** Academy is a separate entity from ***. As such, we have no way to confirm or resolve any complaints concerning the *** Academy. This complainant is urged to contact *****************************, Student Affairs Manager at the *** Academy. He can be reached at ***************************************************. 

• Initial Complaint

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled in the Bachelor of Science Cybersecurity program. I paid over 3000 in tuition via loans and received support from the Department of Veteran's affairs. The orientation and the first class where ok, and used a variety of multimedia to teach the material. The second class they just put up a pdf of the text book and some flash cards and that was it. No instructional material to speak of. Thus far the school has refused to provide instruction for the course. The staff also misquoted regulation which caused significant delays to my progress. I am now past the point of withdrawal without having to suffer financial penalty. I will also not be allowed to get another student loan unless I pay this one back or I finish the classes but I literally can't unless there is some instruction. The school used a bait and switch to get my funds. I am seeking either a full refund or third party oversight to make sure there is actual content in these courses.

  Business response

  10/07/2021

  The Family Education Rights and Privacy Act (FERPA) prevents WGU from addressing these detailed concerns in this public forum. WGU recommends that complainant read the WGU Student Complaint and Grievance Policy here: https://cm.wgu.edu/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194, and follow the instructions contained in that policy to file a formal complaint, after which the Student Relations office can conduct a thorough analysis of the claims and authorize any appropriate resolution.

  Customer response

  10/07/2021

   
  Complaint: 15904597
  
  I am rejecting this response because:

  This complaint does not involve my student records nor anyone else's.  There is nothing in FERPA that protects the school from discussing the content of one of its courses.  
  
  The student complaint and grievance policy is only covers academic issues and in issues with particular personnel, not in systemic fraud issues with the school as a whole.  It is not appropriate in this instance.  However the personnel listed in the policy were contacted before a better business bureau complaint was made and I was told the class content would not change.  
  
  The school was audited by the ********** of ********* for the same reasons I am making a complaint here.  
  
  Bottom line, I paid for college and I got a pdf. 
  
  Sincerely,
  
  ***********************

  Business response

  10/08/2021

  This student's issue will not be resolved through BBB. WGU recommends that complainant read the WGU Student Complaint and Grievance Policy here: https://cm.wgu.edu/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194, and follow the instructions contained in that policy to file a formal complaint, after which the Student Relations office can conduct a thorough analysis of the claims and authorize any appropriate resolution.

  Customer response

  10/08/2021

   
  Complaint: ********
  
  I am rejecting this response because:

  Per the Complaint and Grievance policy, the formal complaints are only for non-academic issues.  This is an issue having to do with with WGU's academics.  This issue is not covered in WGU's Academic and Financial appeals section, as these rules don't mention systemic wrong doing by the college.  
  
  The Department of Education did an investigation three years ago and the school still hasn't done anything about the lack of instructional material up to this point.  Insinuating that the school would somehow fix an issue that its done nothing on just because I went through it's own ombudsman is a farse.  The school is clearly trying to protect itself from transparency.  I also signed no agreement that I wouldn't involve third parties in a dispute.  
  
  With 136,000 students paying at least 3200 per semester the school takes in 435 million per semester, and a probable 1 billion per year.  There is no excuse for a lack of didactic material.  I suspect somebody at the non profit doesn't want to cut into the profit by actually giving students what they pay for.   
  
  
  
  
  Sincerely,
  ******* ****
  

• Initial Complaint

  09/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been going to this school for years. For the past year Ive been having the hardest time. I submitted my FAFSA earlier this year. I went to check my financial aid progress and it tells me that my financial aid will not be processed until 12/9/2021. Why am I waiting a full year for my financial aid to process? This is unacceptable. The pandemic has put a strain on me for the past year and a half. I would like for someone to process my financial aid immediately.

  Business response

  09/07/2021

  This issue cannot be resolved through BBB. We recommend that this student read the policy concerning student complaints located at this URL: https://cm.***.edu/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194 and follow the instructions there to file a formal complaint.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since the pandemic I’ve been having a hard time. WGU promised me a 500$ scholarship that was supposed to be added to my account and then direct deposited to me weeks ago! I have yet to hear from them! I’ve reached out to them about it and received no response. I shouldn’t have to keep reaching out to BBB just to get my school to respond to me.

  Business response

  08/16/2021

  The Family Education Rights and Privacy Act (FERPA) prevents WGU from discussing this matter in this public forum.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm currently enrolled at Western Governors University...I'm two classes shy of obtaining my BSN. I have exhausted all measures. The course that I'm referencing is C468, which is Information management. I've attempted to take the objective assessment three times and have failed. The course content changed for the worst back in June and ever since the passing rates have drastically declined. I have failed courses in the past and with the help from cohorts/live lectures and clinical instructors advice, I was able to retake with success. This course is the only course in my degree plan that doesn't offer cohorts/live lectures. Which was the sole reason why I chose WGU for my BSN degree. From the beginning at the start at WGU, it was known that my learning style is one-to-one interaction in being able to ask questions and being able to reflect on what went wrong. I'm in jeopardy of no completing my BSN as this course is required, I've already failed 3 times. I've spoken to my mentor etc...

  Business response

  08/10/2021

  The Family Education Rights and Privacy Act (FERPA) prevents us from addressing this very specific issue through this public forum. We can see that the issue is being addressed by the school Ombuds.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction (Collections) : 8/4/2021 WGU was told that my employer was paying for the semester. They refused to wait for the funding which came after a week or so. The portal was then blocked from me to continue out my semester, and I was forced out of the university and into collections for a semester I never completed, nor did I get a chance to start. Collection agency is : Williams & Fudge Amount: 822.25

  Business response

  08/05/2021

  The Family Education Rights and Privacy Act (FERPA) prevents WGU from discussing any details of a student's educational history at WGU in this public forum. WGU also strongly advises not to publish private financial information in this public forum. WGU has a formal complaint policy and process and every student is entitled to have complaints address through that process. Information concerning that policy can be found at this URL: https://cm.wgu.edu/t5/Student-Rights-Responsibilities/Student-Complaint-and-Grievance-Policy/ta-p/194

*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. ↩