Complaint Review: University of Phoenix - Internet

 To Whom It May Concern, I have been in continuous contact with my Financial Advisor, Marquise, along with two other representatives; Andrea and forgive me, but I forget the other mans name. I began University of Phoenix Online classes back in August and into September, when I was unofficially removed from the university in October. Throughout August, I was under the impression that my financial aid had been processed, only to find out that my FAFSA didn't process correctly because my marital status changed in June. I was then notified from Marquise that I needed to supply a 2015 tax transcript for my FAFSA to go through. I was in the process of receiving my tax transcript all through mid-August

through September. This took longer than normal because they sent it to the address I filed with on my taxes. I then had to contact the current residents and have them forward that to my current address in Iowa. This process of me submitting this paperwork was delayed by 2 weeks and once I submitted that paperwork, I was under the impression I was good to go. I then received notification from my financial advisor in November that I needed to submit my husbands 2015 tax transcript. This took two weeks to get in the mail and once we received them, I submitted them to the Financial Aid Website, to my Financial Documents. No notification that my tax transcripts had or hadn't been processed. I received a

call from Marquise during the second week of December stating that my husbands transcript had been processed and that I needed to obtain a 1040X form. Over that following weekend, I did some research on what I needed to do to obtain a 1040x form. Before I submitted any paperwork, I called and spoke with a different representative on December 15 who stated that I did not need to submit a 1040X form, but that my tax transcript had been uploaded incorrectly and was missing the second page. Because the University of Phoenix Financial Aid Website only works on Microsoft Internet Explorer 7.0 or higher, I had to go to the local library to upload documents to the website. This is because I have a Mac

computer that does not run Windows. I was able to upload my tax transcript documents on December 17th, 2016. Tonight, I received a call from a collections agency stating my account had been handed to them and that I owed them money. I called Financial Aid to confirm this and to rule out a scam, and the representative I spoke with, Andrea, confirmed that my documents had been accepted for processing as of today, December 28, 2016, and that the University was behind on processing information because of the holidays. Andrea stated that she would be in contact with a Financial Aid Supervisor in the morning and that my account would be retracted from the collections agency. I then called back the Collections

Agency, FMS, to inform the representative, Tereives, I had spoken with earlier this evening that the account would then be retracted from the agency. He said that the Financial Aid office does not have necessary information to state such a thing and that I would need to contact the Administrative Office. I then called the administrative office and spoke with a girl. I told her of my situation and she transferred me to someone in Financial Aid. I did not know this until the end of the call. The representative I spoke with was the same representative who told me I did not need a 1040X form. I then called back the Collections agency and told them that I reached the Administrative Office, but was transferred back to Financial

Aid. I ended up speaking with a manager named Jabron Young at the Collections Agency who confirmed I needed to call the Administrative Office, but that I would be referred back to the collections agency. He wouldn't even give me a number to call, which is why I was transferred to him in the first place. I filed a complaint with Office of Dispute Management at UoP and included these questions- Even though I have been in contact with my financial advisor regarding this, was this correctly sent to collections? If my financial aid goes through, will it cover these previous classes? I was told by Marquise that it would, but the collections agent said it will not. Will my account be retracted from collections? If yes, do I need to

notify them of this? How will I be notified of this, either way? How was I able to start classes if my financial aid hadn't gone through? I would not have started had I known this would be the result. I feel that I have been doing my best to see this through, but have now received backlash for doing so. I also feel that I am going in circles with seeing this resolved. I also feel I have been mislead in thinking that supplying them documents they were requesting would help my financial aid go through, resulting in the previous balance being covered in that. Any insight or advice would be helpful. Waiting to hear back from someone who can help me at the university. -Bailey