Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Teachers did not actually teach but sent pre made quizzes every week. Lectures were only recorded and professors BARELY answered questions. This is 100 percent a face food college, I could have googled and learned more. Not having access to professors is insane to me.

  

  Business response

  10/16/2024

   

   

  Our apologies for the delayed response.

  The claims made by former student ****** **** do not correspond with our records. Ms. **** successfully completed multiple courses,which required participation in discussion boards, submission of assignments,and completion of exams to earn her grades. Due to ***** regulations, we are unable to disclose personal information in a public forum, such as the BBB site. The Associate **** of Students reached out to Ms. **** several times to discuss the allegations but did not receive a response.

  Sincerely,

  ***** *******

  National University

   

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a graduate student at ** for about a year. I took a Leave of Absence and then had to re-enroll in my program. I spoke with an advisor on May 8, 2024, and was told I would be re-admitted. I was told a Financial Evaluation had to be completed by the Registrar and that this would take about 3 weeks. We set a tentative start date for May 20, 2024. This date had to be pushed back to June 3 because my Financial Eval still has not been completed. I have submitted all documentation that is required. I checked in with my advisor on June 5th because I still have not heard back, and I was told that the evaluations were "backed up" and that we would yet again set a tentative start date of June 10th. June 10th has come and gone with no update. At this rate, I will never finish my master's degree, and I am only three courses away from finishing! I feel totally baited and switched, hung out to dry. The lack of communication and transparency is shocking. I'm finishing my master's and running. This is just rude, discourteous, and flies directly in the face of NU's supposed "Support the Whole You" attitude. The student support just isn't there; it's a lie.

  

  Business response

  10/16/2024

   

  To BBB,

  I apologize for the delayed response.
  
  Employees who are also students understand from the moment they enroll in classes that they are responsible for certain fees. At the time Mr. ******* filed his complaint with the BBB, the outstanding balance was verified and deemed valid. 

  Sincerely,

  ***** *******
  

  National University

   

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue is with nonresponsive financial aid advisors. Secondly, when I apply for financial aid specifically for cost of living via GRAD plus loan, as a student 5 courses from finishing my program NOT a new student, I'm being told it will take 3.5 months for them to process an APPROVED loan and disburse funds plus anther 14 days for refund. *************** that those funds were requested because I would be out of work due to traumatic eye injury and having surgery, and they use a first come first served processing system that's why it would be nearly 4 months to receive money. I will have taken 4 more 4 week classes in the time. Emails for clarification take week plus for response, like is there no staff? No dedicated financial aid department?

  

  Business response

  05/21/2024

   

   

  Dear *******************************,
  Thank you for bringing your concerns to our attention. We apologize for any frustration you may have experienced regarding the processing and disbursement of your loans and appreciate your patience in this matter.
  Our records show that a refund was sent to ********** today, and you should see it in your account in the next few days.
  Please be assured that we are actively working to address the issues you have raised. If you need further assistance, please dont hesitate to contact the ****** of ******* Affairs at **********
  Sincerely,
  ***********************;

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Completion of Degree

  

  Business response

  04/20/2024

   

  The complaint filed by ********************************* with the Better Business Bureau provides limited detail of his concerns, except for the statement "Completion of my Degree" under the Desired Outcome/Settlement section.
  Upon investigation, we found that ************************ was provided with detailed information on multiple occasions regarding his status in the program he was initially enrolled in. On 11/15/23, he was also presented with options for moving forward and was scheduled to start a new program on 04/29/24 but decided to cancel his enrollment. It's important to note that he was not enrolled in the original program.
  Due to the Family Educational Rights and Privacy Act (FERPA), we cannot share students private information on a public platform like the BBB website. Therefore, an advising team member is contacting *********************** to discuss his options and provide assistance if he wishes to continue pursuing a program at National University.
  We aim to work with ************************ to find a suitable solution and support him in achieving his academic aspirations.

  Sincerely,

  *************************

  **********

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I intended to enroll at National University in the School Counseling program. However, I discovered I had to pass the ***** which I cannot do due to the mathematical portion of the test. I decided to not start the program. I then decided to give it a try and emailed the teacher who was going to let me into class late. I then failed all the practice tests and decided not to enroll. I never logged into class or turned in any documents or assignments. Their employee, the professor ****** my grade as Incomplete instead of indicting I never started the class or turned anything in. This is 100% an error on their employee and it needs to be corrected. Months later, I received a bill. I spoke to multiple people at the school and was advised it was resolved. I got additional bills for this class and called every time speaking to enrollment managers and the registrar. It has been two maybe three years since I received anything, and now they have sent me to collections. I attempted to call them, but the only people you can reach are their sales people they call admissions advisors. National University is VERY aware I never started classes at their school and never once logged into a classroom. This is detrimental to my credit rating and needs to be corrected immediately or additional action will be taken for fraudulent reporting to a collections company knowing full well I do not and never did owe them any money.

  

  Business response

  03/21/2024

   

  Good morning,
  

  The following correspondence was sent to *****************************. We are awaiting a response to determine the origin of the collections letter mentioned in the complaint filed with the BBB.
  
  Sincerely.
  
  
  ************************************: (she/her/hers)
  ******* Relations Specialist
  ****** of ******* Affairs
  National University
  
  
  
  
  From: *************************
  Sent: Friday, March 15, 2024 12:18 PM
  To: ***********************
  Subject: National University - ****** of ******* Affairs
  
  
  
  Dear *****************************,
  
  
  We have received your complaint filed with the Better Business Bureau (BBB) and we are currently reviewing it. Our records indicate that your account was not sent to a collections agency.
  
  However, you mentioned that you recently received a collections letter. Please send us a copy of the collection letter so we can identify its origin and address it appropriately.
  
  Sincerely,
  
  
  **********************************: (she/her/hers)
  ******* Relations Specialist
  ****** of ******* Affairs
  National University
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called in and spoke to someone about enrolling at National University. I had my transcripts sent. I changed my mind about attending because I was unable to log in or reach anyone on the phone. The only way for me to withdraw/cancel/rescind my application is to talk to one specific person, who is never available. I've called more than 20 times asking to be withdrawn. They just keep saying someone will call me back and that they can't withdraw me without verifying via phone call. This is while I'm verifying on the phone. The class starts today. I've not logged in and don't want to attend there, but they're making it impossible for me to drop. I filed a complaint with **** of ** asking them to not release funds to these people as I'm not going to attend there. It seems like a scam and like they are trying to run out the clock so that I owe money. I would just like to withdraw my application and walk away having never attended. Someone should bring a lawsuit, but I'm hoping that I don't have to.

  

  Business response

  03/14/2024

   

  Good afternoon,

  *************************' withdrawal form has been processed and the student account reflects a zero balance. 

  Sincerely,
  

  *************************
  

  ************

   

  Customer response

  03/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a collection letter on a fee that was removed in the student system. Spoke with advisor 4 months ago and confirmed balance was removed and only owed $250 and now receiving a bill collection for $1300?! This school screwed me multiple times & when I could not attend class due to family health issues, they withdrew me from the school without advising of the withdrawal or the policy I want it removed from collections and resolved. I do now owe this balance & was advised by the finance department, advisor and the business office that no fees were due aside from the $250 balance.

  

  Business response

  01/12/2024

   

   

  
  **************************************,
  
  
  Thank you for bringing your concerns to our attention and allowing us the opportunity to provide you with a detailed response. However, we are unable to share your private information on a public platform such as the BBB website due to the Family Educational Rights and Privacy Act (FERPA). We are sending the explanation of how we arrived at the outstanding balance to your personal email address. After reviewing the information we provided, please do not hesitate to contact us with any questions or concerns.
  
  
  Sincerely,
  
  *************************
  **********

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took classes on 4/3/2023 to 4/29/2023, 5/1/ 2023 to 5/27/2023, 7/31/2023 to 8/26/2023 and 8/28/2023 to 9/23/2023. I currently have state FAFSA to pay for my schooling. Each one of these classes I got amazing grades on the quizzes and tests. All my work was turned in on time. But each teacher failed me. Because of this my FAFSA has not paid. I feel like it was because of my essays being such a high part of my grade and my essays being given bad grades. One of my assignments was to write an essay about my life experience. I wrote it then turned it in and the teacher told me I needed to give citations and do a bibliography. I couldnt because it was my life experience so the teacher failed the essay, causing me to fail the class. When I was at *********************** all my essay got As and Bs. National University has sent me a bill for $4472, and has turned me into collection agency. According to my calculations I should only be charged $3520. The college is charging me $952 more. I feel like I should not have to pay because I was wrongly failed.

  

  Business response

  01/10/2024

   

  Dear *******************,

  Thank you for bringing your concerns to our attention and allowing us the opportunity to provide you with a detailed response. However, we are unable to share your private information on a public platform such as the BBB website due to the Family Educational Rights and Privacy Act (FERPA). We will be sending you a detailed ledger shortly that explains how we arrived at the outstanding balance amount.  After reviewing the information we have provided, please do not hesitate to contact us if you have any questions or concerns.
  
  Sincerely,
  
  *************************
  **********
  

  
  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I enrolled in National University (Northcentral University) in an attempt to get a second master's degree in psychology. i thought this was an excellent opportunity, but what I learned was this was not true. I was in the university for less than a week when I began to feel this was not the discipline for me and so I wrote my counselor and called him with no responses. I subsequently talked to over 16 people none of which could help me withdraw from the program. When they finally did withdraw me a week and a half later, I am sure it was because they felt they could hold me accountable to pay for this class. The service was terrible, the confusion over who to talk to about what who your counselor is and who can rectify problems is unbelieveable. I have not heard back from them as yet It has only been a few days but I feel certain this will Cripple my chances of going back to school. They are horrible. Do not go to this university. You will be so sorry.

  

  Business response

  11/30/2023

  
  National University reviewed the complaint to the Better Business Bureau (BBB) by *************************************** regarding a lack of communication from National University staff and issues with the account balance.
  Our records did not indicate a gap in communication between the Enrollment Advisor (EA) and ****************** Advisor(***) assigned to ****************.  
  07/01/23-**************** applied for the Master of ************************* program at National University with a start date of 08/21/23.
  07/16/23-**************** requested to be withdrawn from the university.
  09/26/23-**************** applied for the Master of Science in Industrial Organizational Psychology program, with a start date of 10/09/23.
  10/02/23-**************** advisor provided instructions and relevant information.  She was scheduled to start class on 10/09/233. However, she informed her *** on the same day that she wished to withdraw from the program. The *** contacted *************** to address her concerns and submitted her withdrawal.
  
  10/10/23-**************** contacted her advisor interested in enrolling at National University.
  10/17/23-She applied for the Master of Science in Health Psychology. The course was scheduled to begin on 11/06/23. Before the course started, **************** was contacted by her AFC and EA to discuss financial options and orientation. The EA contacted her on the first day of the course to check-in.
  
  11/10/23-**************** withdrew from the program, stating that it wasn't what she was looking for.
  11/12/23-She emailed her ***,informing that she had changed her mind and wished to continue with the program. However, two days later, on 11/14/23, she sent another email stating that she no longer wanted to participate in the program and requested to be withdrawn.
  
  As a goodwill gesture, National University processed **************** withdrawal with the original request date of 11/10/23 and updated her account to reflect a zero balance, despite the request being made after the course drop deadline on 11/14/23. 
  
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This university used to be one of the good ones out there and they have fallen apart. I have been trying to get a hold of them since August to fix get my financial aid award and they dont provide a response. I have called and emailed and no one answers or replies, I keep getting statements from them in the mail but when I contact them to figure out my financial aid I get no response. Its hard to even get a hold of my advisor. When I need something he doesnt respond to any emails. It took me over 2 months to finally get a hold of him. I am trying to get a hold of him again to see if maybe he knows what is holding up my financial aid and he isnt responding again. I am contemplating in filing a lawsuit at this point if I dont get a response. I really dont understand how a university can run like this.

  

  Business response

  12/04/2023

   

  Dear **********************,
  

  Thank you for bringing your concerns to our attention. We have reviewed the complaint you filed with the BBB and would like to extend our sincere apologies for the frustration you experienced while attempting to reach a member of our advising team.
  We understand that a National University advising team member has contacted you and that your financial aid has been processed.
  Please do not hesitate to contact the ****** of ******* Affairs if you have any further questions or concerns. 
  
  Sincerely,
  
  *************************
  **********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩