Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/17/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a problem with Liberty University and the staff they hire to facilitate students. I've wanted time and money for this University to place me with an inept facilitator who don;t even know their own work and low ball students grades and abuse their powers of authority to do so. The school backs up this behavior instead of correcting it with their own one sided bias stance. The information used as far as books and information is outdated, old and severely lacking details. The apa citations used comes from their own library and they fail you for using the citation the school itself provides. I want a refund for the classes taken since it did not teach a thing, with terrible facilitators who don't even know their own learning material. The school has a bookstore that does not sell the books and you have to just figure it out. The worst school I've ever had the displeasure of attending. I've wasted my time, a lot of effort and money just to be low-balled by inept staff with very little to no training. This is not how you run a school. They do nothing when you address these problems. I want a refund from this school as I'm terminating my enrollment.

  

  Business Response

  Date: 10/31/2024

  Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated October 17, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Our faculty are credentialed according to guidelines provided by our accrediting body, SACSCOC.  This ensures that the qualifications of our faculty not only satisfy the standard set forth by Liberty University, but also by SACSCOC, as well. We understand that the complainant desires a refund in response to their experience with the university.  Unfortunately, the complainant has not provided any evidence or documentation that would justify the award.  Furthermore, due to the aforementioned FERPA restrictions, a review for a refund would not be adjudicated through the BBB complaint portal.  If the complainant would like a formal review of these concerns and their request for a refund, they are encouraged to follow the university’s formal complaint process.  The complaint form can be found at *********************** 

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Liberty University (LU) regarding their unfair and inflexible financial practices, which are preventing me from completing my degree. Despite being only three classes away from graduation, LU has placed a hold on my account due to an outstanding balance of $1,200. This hold bars me from enrolling in my final classes, effectively halting my academic progress and jeopardizing my future prospects. I have made multiple attempts to resolve this issue with the university, including proposing to pay the balance using my upcoming Fall semester financial aid, but all my suggestions have been summarily rejected without consideration of alternative arrangements. The university's actions in this matter are particularly concerning given their professed Christian values and mission. As an institution that claims to prioritize student success and embody Christian principles, their inflexible stance on this financial matter demonstrates a clear disconnect between their stated values and their practices. They have shown no willingness to work with me despite my current financial hardship, which includes not even having a working cell phone. Their approach seems to prioritize immediate financial gain over student welfare and academic achievement. Furthermore, LU's refusal to consider reasonable payment alternatives or to provide any form of financial counseling or assistance in this situation raises questions about their commitment to their students' well-being and success. Their actions have left me in a distressing limbo – unable to complete my degree, yet still burdened with the debt I've accrued in pursuit of my education. This situation not only affects my immediate academic goals but also has long-term implications for my career prospects and financial stability.

  

  Business Response

  Date: 09/04/2024

  Your notice of complaint, dated August 29, 2024, has been referred to me for response. In the complaint, the complainant claims that the University has been unwilling to work with her to resolve her balance so that she can continue her program. She stated that her desired outcome was to be able to settle her account charges. Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated August 29,2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Liberty University's Expenses & Financial Policy states that, “A student’s account must be paid in full prior to registering for any future courses. When a student completes FCI for a future term and then becomes delinquent in the current term, or if financial aid is removed or reduced on the account due to a change of eligibility, the resulting balance on the account must be resolved prior to future registration.” To prevent registration, a hold is placed on their account until the balance is resolved. Per the aforementioned policy, if a student needs to resolve a balance in order to register, they “should consult a Student Accounts Contact Center Agent to discuss payment options.” Various payment options are available based on a student’s situation and their account and are available at the discretion of the Student Accounts Office. I trust this response sufficiently addresses the complainant’s concerns and hopefully presents the complainant with a path for continuing with Liberty University. Please do not hesitate to contact me if there are additional questions or concerns, or if I can be of further assistance. The complainant is also welcome to request a more detailed response to the concerns presented by contacting Liberty University directly. 

  Customer Answer

  Date: 09/11/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. You act like I was given any options. It was pay this or you can’t sign up for classes. This is unbelievable I literally have 3 classes left till I graduate. I just need to be able to get my financial aid and then I can take care of everything, but no LU has shown they care more about money than do what their school stands for.  Regards, ******** *******

• Initial Complaint

  Date:08/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reporting Liberty University's SAP department through financial aide. They have refused to return my request to set up a meeting regarding a denial for my financial aide. The customer service, disregard and follow up has been unacceptable. My Pin is **** 

  

  Business Response

  Date: 09/04/2024

  Your notice of complaint, dated August 28, 2024, has been referred to me for response. In the complaint, the complainant states that the Liberty University Financial Aid Office has refused to set up a meeting with the student regarding the denial of her financial aid. Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated August 28, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Liberty University is required by the U.S. Department of Education to monitor and track the academic progress towards graduation for all students. Specifically, the Satisfactory Academic Progress (SAP) standards by which students are measured include (1) Qualitative (GPA), (2) Quantitative (Completion Rate), (3) Maximum Timeframe, and (4) “No Credits Earned.” To ensure proper progression in a student’s educational program, Liberty University's review of SAP standards is cumulative and includes all courses taken at the student’s current academic level (i.e., undergraduate or graduate level). For more information about the academic progress review and SAP standards, you can view the SAP Policy.In order to meet the goal of providing efficient service, the Financial Aid Office has been structured to allow the Financial Aid Contact Center to field and answer the vast majority of questions that a student or parent may have regarding financial aid matters. This enables the Financial Aid Office employees who are processing students' accounts to maximize their time to process with no interruption, thus enabling the Financial Aid Office to function with optimal efficiency and accuracy and maintain swift turnaround times. In cases where more specific or detailed information is needed to assist the student, specialized advisors and processors are entrusted with fielding questions from the Financial Aid Office’s e-mail inbox and, when necessary, may call a student in order to further assist them.As we are unable to provide a detailed response to the complainant through the BBB due to privacy regulations, if the complainant would like further information regarding the processing of financial aid on her Liberty University account, she is encouraged to contact Liberty University’s Financial Aid Office at ***************** ** *** ****** **** ** ************************

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in a course and was immediately treated very poorly by the instructor. The instructor stated that i "have an ego" and that she will "humble me". She has denied all but one of my paper, but even retracted pseudo-retracted that approval by stating that further submissions will not be suitable being that my approved submission is not up-to-par. Her last feedback stated "I am unsure how to help you". I have reached out the Liberty University's formal Beacon complaint system and they stated, on two occasions, that they found no wrong doing and no malice by the instructor - which is completely false. I filed a third compliant on 24 July, which was sent to a reviewer on 26 July and remains untouched. I stated to the university that I wanted to be placed under a different instructor, which they denied. I stated that I wanted a refund for instructor and university incompetence, to which they denied. I have spent thousands on this program and the university care nothing about my sole, valid compliant as a student and Alum for several years. The course cost is $900 and the money spent on the DSL program to date has been $7.2K. I am unable to progress in the program due to my complaint and unresolved issues from the university. FERPA: *****

  

  Business Response

  Date: 08/13/2024

  The complainant has been in contact with the university regarding this matter and the decision will be communicated through the university’s official complaint process. 

  Customer Answer

  Date: 08/13/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have been in contact with LU’s official complaint department “Beacon” for weeks now and the issue is unresolved. I stated before that the instructor is biased and ambiguous and wanted placement under a different instructor while the course was ongoing. The university failed. Now, I either want a refund for BMAL785 ($900) or placed in a new BMAL785 course under a different instructor (uncharged, to which subsequent courses will be funded by me after BMAL785). Beacon is broken and the complaint resolution Ombudsman is not helpful either - and he also is making very strange assertions about my complaints and sidesteps the thrust of my complaints to begin with.  Regards, ***** ******

  

  Business Response

  Date: 08/27/2024

  Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated August 20, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Doctoral students should anticipate a reasonable amount of academic rigor as a part of their program.  As a student moves from being a doctoral student to a doctoral candidate, they must display the ability and competence required in order to successfully complete the program.  This includes the ability to articulate thoughts and arguments in a logical and coherent manner, as well as adequately addressing criticism and scrutiny, all the while meeting course and program expectations.   Benchmarks are put into place in order to measure a student’s ability to meet these expectations and the course content is developed in a way to achieve that outcome.  The transition from doctoral student to doctoral candidate is something that must be earned by the student and should not be expected to be received through any other means. 

  Customer Answer

  Date: 08/28/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As just witnessed, you see their response doesn’t even address the thrust of the situation. Since the instructor I had was clearly malicious and incompetent, I requested placement into the same course under a different instructor at that time (Week 3). I stated my concerns well in advance, during the course. All I’m asking for is one of two options:1. Placement in a new BMAL785, unchargedor2. Refund of $900 for the course since the university failed to act and take appropriate measures to address valid concerns. Regards, ***** ******

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested to be withdrawn and the representative never withdrawn me and the school still charged me outrageous price for one week of class I’m very unsatisfied. I need my refund back ASAP

  

  Business Response

  Date: 08/02/2024

  Your notice of complaint, dated July 30, 2024, has been referred to me for response. In the complaint, the complainant stated that she had requested to be withdrawn from the University, but her request was not honored. She claims that once she was able to withdraw, she received an excessive charge for one week of attendance. She also requested that her refund be processed as soon as possible.Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated July 30, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. In order to withdraw from a course, students must contact the Academic Advising Office and request to be withdrawn. When a student does so, they are provided with information about the potential consequences associated with withdrawing. If the student decides to proceed with the withdrawal, the student is instructed to fill out and submit the Intent to Withdraw form to complete the withdrawal process after which an e-mail reiterating the potential consequences and containing a link to the form is sent to the student's Liberty University e-mail account. Once the Intent to Withdraw Form is submitted, the withdrawal is processed based on the date that the Intent to Withdraw Form was submitted. The date that the form was submitted is used to determine the proration of tuition charges on a student’s account. Tuition charges are prorated by quarters of the sub-term. The Withdrawal Policy states that "75% tuition will be credited if the student withdraws after submitting their first assignment and through the close of the second week of courses."Students can learn about the University’s refund processing procedures on the Refund Information Webpage. Students who believe they may have a credit on their account that could be refunded to them are encouraged to contact the Student Accounts Office at ***** ********* ** ********* ****************************I trust this response sufficiently addresses the complainant’s concerns and hopefully presents the complainant with a path for continuing with Liberty University. Please do not hesitate to contact me if there are additional questions or concerns, or if I can be of further assistance. The complainant is also welcome to request a more detailed response to the concerns presented by contacting Liberty University directly. 

• Initial Complaint

  Date:07/29/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a student at Liberty University who has been unjustly suspended for alleged academic misconduct. The suspension was based primarily on the use of Turnitin's AI detection system, which flagged my work as potentially AI-generated. Despite my consistent denial of any misconduct and evidence of my diligent work, Liberty University has failed to provide concrete proof or a thorough review process. The university's handling of my case has been flawed and dismissive, disregarding my rights and failing to adequately investigate the potential inaccuracies of the AI detection system. Moreover, the university did not allow me adequate time to respond to the allegations before making their decisions. I believe this situation reflects a broader issue of unfair treatment and lack of proper procedural standards, which has significantly impacted my academic career and mental well-being. I seek the removal of the suspension, a thorough review of my case, and an apology for the distress caused.

  

  Business Response

  Date: 08/06/2024

  Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated July 29, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Liberty’s Academic Honor policy outlines the criteria for acceptable use and prohibited actions that could be considered academic misconduct.  A few examples provided in the policy include artificial Intelligence (AI) aids, paraphrasing software, and any other aid that compromises the originality or authenticity of coursework.  This is not an exhaustive list but does provide some examples for what could be considered academic misconduct. If a student is reported as having violated the Academic Honor policy, by participating in one of the aforementioned acts or another violation, they are able to appeal the matter to higher levels of academic administration.  Once the appeal process is exhausted, the decision is considered final. If there are repeated violations from the student, those could result in harsher penalties which could limit the student’s ability to enroll in future terms. 

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19th, 2024, I contacted Liberty University’s financial aid office to inquire about why my student loans had not been applied to my upcoming term. During this conversation, I was informed that I had reached the maximum borrowing limit for federal student loans and was advised to explore other financing options. The representative suggested that I apply for a Graduate PLUS Loan via the federal student aid website. Despite my initial reservations, given that the application clearly stated it was for graduate and professional students, I specifically asked the representative if I would qualify as an undergraduate student. I was assured that I would. Based on this assurance, I applied for the Graduate PLUS Loan and was approved. As you are aware, this application process involves a hard credit check. On July 23rd, 2024, I contacted Liberty University to check the status of my loan funds. It was at this time that I was informed that I did not qualify for the Graduate PLUS Loan because it is exclusively for graduate students. Consequently, I underwent an unnecessary hard credit check based on erroneous information provided by the university’s financial aid office. I now face the additional burden of applying for a loan through a third-party lender, and I am concerned that the recent hard credit check may adversely affect my chances of approval. As a student, I rely heavily on the expertise and accurate guidance of my university’s financial aid office. Receiving incorrect and harmful information from a source that is supposed to be knowledgeable and supportive is deeply troubling. When I raised my concerns with Liberty University, the only resolution offered was that they would speak to the representative who provided the misinformation. This response is wholly inadequate given the financial implications and stress caused by this situation.

  

  Business Response

  Date: 08/02/2024

  Your notice of complaint, dated July 25, 2024, has been referred to me for response. In the complaint, the complainant stated that, when she contacted the University regarding her lack of financial aid eligibility for the upcoming 2024-2025 academic year, she learned that she had reached her Aggregate Undergraduate Loan Limit. She explained that the representative with whom she spoke then suggested that she apply for a Federal Direct Graduate PLUS Loan, assuring the complainant that she would be eligible despite being an undergraduate student. The complainant stated that she applied for a Graduate PLUS Loan and received approval, only to later be advised by the University that she was ineligible to have it applied to her account due to her undergraduate status. The complainant has expressed concern that the credit check that was required during the Graduate PLUS Loan application process could hinder her ability to receive other sources of aid, such as a private loan. She has expressed displeasure with the University’s response and has asked for a correction to her credit report.Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated July 25, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Liberty University is required by federal regulations to ensure that a student is not offered an amount of Federal Direct Loans that is greater than the assigned limits that are set by the U.S. Department of Education. The total Federal Direct Undergraduate Aggregate Loan Limit is $57,500. While Federal Direct Graduate PLUS Loans are an option for some students who have reached their aggregate limit, per federal regulations, undergraduate students are ineligible for Federal Direct Graduate PLUS Loans. As we are unable to provide a detailed response to the complainant through the BBB due to privacy regulations, it should be noted that the complainant has filed a formal complaint with the University’s Student Advocate Office regarding this issue and she will receive a detailed response. It should be noted that Liberty University is unable to affect or adjust credit bureau information. If the complainant would like further information regarding the processing of financial aid on her Liberty University account, she is encouraged to contact Liberty University’s Financial Aid Office at ***** ******** ** ** ******** *************************

• Initial Complaint

  Date:07/16/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was misled about graduate transfer credits. 3 out of 9 showed up on my dashboard, but 0 credits applied to the remaining credits for degree completion. I was misled about an MSIT degree completion, after enrolled, “4” additional credits magically appeared without anyone informing me. I dropped the courses and withdrew from the program. On December 26, 2023, during Christmas, I received a request to provide additional loan forms because I was supposed to have requested additional loan amounts that exceeded normal amounts. Someone falsely requested loans on my behalf "after" I dropped all courses previously. I did inform Liberty University by email but nobody cared or responded about my concern. On top of this, there are **** ***** ********** - ******** academic transcripts in my academic records, using my social security number. I NEVER ATTENDED **** ***** ********** * *********  On July 2, 2024, I tried the MA in Visual Communication. I thought I would give it one more attempt. I had a pleasant experience with an enrollment representative. She "admitted” me into the program and she did try to get me enrolled in fall courses, but there were technical problems with the dashboard. She stated, “wait 2-4 days and try to schedule courses on your own." The problem should be fixed. On July 10, 2024, I received an email stating "I am being considered for the program, "after" I was already admitted into the program. I received conflicting communications 8 days from each other from three different departments. I asked enrollment if I needed any “prerequisites” for the MA in Visual Communication program, "She stated NO." However, "now" magically "after" I was enrolled for courses (for 2 days only), I needed to complete prerequisites for this program according to my dashboard. I dropped the courses and notified Liberty University about withdrawl from all programs. They are now keeping my financial aid after I declined moving forward.

  

  Business Response

  Date: 07/26/2024

  Your notice of complaint, dated July 16, 2024, has been referred to me for response. In the complaint, the complainant stated that she was misled regarding the University’s policies and handling of graduate transfer credits. She stated that this caused her to withdraw from courses, though she was later asked to provide documentation because she may have received excessive financial aid. The complainant asserted that someone falsely requested loans on her behalf after she withdrew from the University and that she did not receive a proper explanation about this. She also expressed concern that she had difficulty enrolling due to technical issues and conflicting communication from the University, as well as finding that the University had transcripts on her account from an institution that she never attended. The complainant claimed that she has withdrawn from the university but her financial aid has not been released. Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated July 16, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Liberty University's Disbursement Processes for Financial Aid webpage states that students must be enrolled at least half-time in order to be eligible for Federal Direct Loans and also that disbursement occurs 21 days after a student begins actively attending in their half-time enrollment. Additionally, the webpage defines half-time enrollment as six credit hours for undergraduate and graduate students and three credit hours for doctoral students. This disbursement policy is based upon federal regulations which require that a student be enrolled half time to be eligible for Federal Direct Loans. Additional information provided by the U.S. Department of Education regarding Federal Direct Loans can be found here: ************************************************************************** It is important to note that financial aid amounts are based on information that is available to the University at the time that a student's account is packaged and disbursed, as applicable. Student loan servicers update the National Student Loan Data System (NSLDS) and once the updates are showing on NSLDS, they are then available to the University. The University must use the most recent update to determine financial aid eligibility. In the event that the University receives additional information that could affect a student’s financial aid eligibility, such as a student being close to or at their aggregate loan limit, the University is required to make adjustments accordingly. As a result, the University provides disclosures on Financial Aid Offer e-mails and in Financial Check-In that financial aid amounts are estimates and could be subject to change. Students who submit a FAFSA to Liberty University for an academic year but would like to decline their Federal Direct Loans will need to submit a Federal Direct Student Loan Change Request Form in order to request that their Federal Direct Loans be cancelled. Students can access this form in their personal accounts on the University website. More information about forms accessible in a student’s online account can be found on the Financial Aid Forms and Eligibility webpage. The Financial Aid Office strives to be professional, accurate, and timely, and strives to respond to student e-mails within 2-3 business days. It should be noted that response timeframes are goals that the Financial Aid Office attempts to meet, but that they cannot be guaranteed due to fluctuations in volume throughout the year. As we are unable to provide a detailed response to the complainant through the BBB due to privacy regulations, if the complainant would like further information regarding the processing of financial aid on her Liberty University account, she is encouraged to contact Liberty University’s Financial Aid Office at ***** ******** or by emailing [email protected] regarding the degree in question is available on the university’s website. The information provided on the website includes the following information, “Students without the following coursework on their undergraduate transcript will be required to complete the following classes upon admission to the program:3 hours in Object-Oriented Programming (C++, C#, or Java)3 hours in Advanced Object-Oriented Programming (C++, C#, or Java)3 hours in Computer Networking3 hours in Algebra3 hours in Statistics”The complainant states that these program prerequisites were only mentioned after the fact and are not included on our website. All students are sent a prerequisite evaluation informing them any outstanding prerequisites for their program.  Additionally, as provided above, this information is available to the public via our website. The complainant’s most recent program of choice does not require any program prerequisites, and there are no records of a transfer evaluation being requested for this program. There are also no records of prerequisite courses being required for this program or hindering registration for classes. If a student completes classes with another educational institution, and their previously completed course credit does not transfer into their degree of choice, the student may submit a Completed Course Evaluation Form. This information is provided on our website here: ****************************************************. This option remains available, should the complainant decide to pursue it. When a student requests to change their program, a disclaimer is provided, which includes the following statement: “I understand admission to the new degree program is not guaranteed.” The student must agree to this disclaimer before the degree change request can be processed. Due to higher than normal volume at the time, the processing timeframe may have taken longer than anticipated, but there was no egregious delay.  Lastly, the concern regarding the school the student indicated she has never attended has been resolved. We trust the information provided above addresses the complainant’s concerns. 

• Initial Complaint

  Date:05/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with LU for the past 6 months regarding my completion of school, but I have not received any response other than being asked to pay for classes that Financial Aid has already covered. No one has provided me with a clear explanation of how this misunderstanding originated. During my last conversation with a representative, I arranged for a direct deposit to be made to LU to cover any outstanding fees, and the agent made notes of our discussion. However, on the scheduled date for the funds to be withdrawn, I was informed that I did not owe anything and that it was a mistake. I was assured that someone would contact me so I could begin my classes. This has been an extremely disappointing experience for me. Despite my efforts to finish school while being homeless, I have not received the necessary support from a Christian institution like LU. I have sought assistance from multiple legal firms regarding this issue. Unfortunately, this is not the first time that LU has treated me unfairly and failed to provide adequate support. Despite receiving funds from Financial Aid, I am still unable to enroll in any classes. After being homeless for 3 years and finally securing a place to live, I turned to the school for help but was turned away and told that LU could not offer any assistance, not even a prayer of support.

  

  Business Response

  Date: 06/11/2024

  Re: BBB ID – ********Your notice of complaint, dated May 31, 2024, has been referred to me for response. In the complaint, the complainant states that financial aid paid for her courses but that she has incurred a balance and has received conflicting information regarding the balance and has not been adequately assisted to finish her degree. Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated May 31, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. For information regarding eligibility and factors that can affect financial aid, such as enrollment changes, please view the Financial Aid Eligibility & Enrollment Webpage. These changes may result in a balance on a student’s account and Liberty University's Expenses & Financial Policy, states that, “Students with unpaid accounts may be restricted from registering for subsequent terms.”Furthermore, as stated in Liberty University's Expenses & Financial Policy,It is the responsibility of the student to maintain current and valid bank or credit card information on their account. Under the payment plan agreement, the student must ensure that the account has sufficient funds at the time of the scheduled drafts.  When using a debit/credit card, the student must check with the bank or credit card company that the daily spending limit can accommodate the draft amount…A student will be charged a non-refundable s processing fee for each returned or declined payment made via check, ACH, debit card automatic draft, and credit card automatic draft. As we are unable to provide a detailed response to the complainant through the BBB due to privacy regulations, if the complainant would like further information regarding the processing of financial aid on her Liberty University account, she is encouraged to contact Liberty University’s Student Accounts Office at ***** ********* ** ********* ******************************* or via online chat at ************************

  Customer Answer

  Date: 06/11/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. All information provided in the response from the School is an accurate information information they can create every day in their system. I have reached out to Liberty University on several occasions when I spoke with several agents to even know the account that there was an error and Liberty University made a mistake. Financial aid is still releasing funds to the school on my behalf due to my application. And still, I am unable to enroll in classes. This is not the first incident. This is me taking a step to complete in school. Liberty University has done this before to me. This is not the first time every year. I get closer to finishing classes in school and graduating iTo receive my degree is always a balance due when I apply for financial aid they cover all my classes to this day. Financial aid release funds to Liberty University. Regards, ********* *****

  

  Business Response

  Date: 07/09/2024

  Re: BBB ID – ********Your notice of complaint, dated June 14, 2024, has been referred to me for response. In the complaint, the student states that she is not satisfied with the response she received to the complaint she submitted on May 30, 2024 and reiterated her concerns.As noted in our previous response, we are unable to provide details regarding the student's account due to privacy regulations. It should be noted that the University has already addressed the complainant's statements to the fullest of our ability in this medium. As we are unable to provide a detailed response to the complainant through the BBB due to privacy regulations, if the complainant would like further information regarding the processing of financial aid on her Liberty University account, she is encouraged to contact Liberty University’s Financial Aid Office at ***** ******** ** ** ******** ************************* Please do not hesitate to contact me if there are additional questions or concerns, or if I can be of further assistance. The complainant is also welcome to request a more detailed response to the concerns presented by contacting Liberty University directly. 

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attended Liberty University online back in 2021. I made all As, a 4.0 average. Liberty has bogus classes that are worthless, and non-transferrable. I told them I wanted to be completely withdrawn from the college and they refused to withdraw me. They have tried to make it impossible to go anywhere else. Since I no longer wanted to attend their university, they created some trumped up charges to withhold my transcripts. This University is very shady and once you become a student, they will pull any dirty trick to keep you there.

  

  Business Response

  Date: 05/01/2024

  Your notice of complaint, dated April 20, 2024, has been referred to me for response. In the complaint, the complainant stated that he has attempted to completely withdraw from the institution but his withdrawal was refused. He claimed that the University then created charges on his account that enabled the University to withhold his transcript. At this time, he has asked for an adjustment to the charges on his account.Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated April 20, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Per federal regulations, institutions are required to have a system in place to identify and review any accounts in which there may have been conflicting information or potentially fraudulent activity. Once a student is selected to complete this review, they must provide all documentation that is requested and be cleared of the review in order to receive or retain any disbursed federal and institutional financial aid and continue attending the University. Liberty University does not prevent students from withdrawing from their courses, if a withdrawal is requested, it is processed, in accordance with federal regulations. Information regarding withdrawing from the University can be found on the Withdrawing from Liberty University Online webpage. That said, it should be noted that adjustments to financial aid or account charges or the removal of financial aid due to withdrawal or a Fraud Prevention Review may result in a balance. While a balance did prevent students from receiving their official Liberty University transcript, due to a recent update in policy, this is no longer the case. Students can review the Transcript Request Information Webpage to request an official transcript.In regard to the transferring of credits to another institution, Liberty University cannot and, as a matter of practice and procedure, does not, make guarantees regarding credit transferability to other institutions, as other institutions have their own unique transfer policies with varying requirements related to GPA and/or courses and degree content.As we are unable to provide a detailed response to the complainant through the BBB due to privacy regulations, if the complainant would like further information regarding the processing of his Liberty University account, he is encouraged to contact the University’s Student Accounts Office at ***** ********* ** ********* *******************************  Finally, if the complainant has questions about accessing his Liberty University Transcript, he is encouraged to review the information on the Transcript Information webpage or contact the Registrar’s Office at **** ******** ** *******************************