I was attending University of Phoenix online through Richmond Va. Campus from March 2010 until December 2010. I received my first disbursement for my Pell Grant in a timely manner and was told I should see my second disbursement of 2775.00 in August 2010. In August 2010, I failed to receive my second disbursement so I contacted my financial advisor and he told me I needed to reapply for 2010-2011 year. I did the online application and submitted it, contacted my financial advisor 48 hours later to check to see if he received my application and he confirmed he did and said I should expect my disbursement around the middle of September 2010. This time came and I still had not seen my disbursement so I contacted my financial advisor and he said they are running behind processing the Pell Grant and I should see it in 2-3 weeks. I waited until the middle of October 2010 and still failed to receive my disbursement and once again, I contacted my financial advisor. Once again, he said it should be 2-3 weeks and if I did an automatic deposit, it should be quicker than that so I followed his instruction to have a direct deposit of my disbursement instead of being mailed to me. During this time, I decided to drop from UoP at the end of the semester, which was December 12, 2010, and begin with a new college that was local the following semester. I waited until November 14, 2010 before I contacted John Currie once again. I explained to him about my withdrawal in concern that it may further hold up my disbursement and he told me it should not since it was approved up to December 6, 2010 and my withdrawal date was the 12th, and according to his computer that it was being processed and should be 14 days since they were running behind, before I received my funds. I asked to speak to someone else about this matter and he gave me what is called the University Finance Departments phone number 800-921-1904. Therefore, I called the number and spoke with a young woman there and she checked her records and said the same thing John Currie did that there is no problem with my withdrawal and my Pell Grant disbursement. She also said according to her notes that my funds were currently being processed and it takes 3-5 business days for approval and up to 14 business days to be deposited into my bank account. I once again waited until December6, 2010 and did not see my funds deposited so I checked my academic account and it was showing a zero balance owed no future classes scheduled and a 2775.00 credit. I then contacted Mr. Currie and he was surprised that it was in my academic account and did not have a reason for it and said he will check into it and get back with me. After hanging up with Mr. Currie I contacted the University’s Financial Department about this matter, and they admitted it was an error but since it was in the academic departments account there is nothing more they can do about it. On December 7, 2010, I left Mr. Currie a message telling him about the information I received from the University’s Finance Department. Mr. Currie returned my phone call on December 9.2010 with information that he submitted a ticket(Ticket number 6505593) to release my funds from my academic account to my bank account and it should be about 2 weeks for the funds to be released and deposited into my bank account since they were running behind. On December 15, 2010, I received this e-mail from the University’s Finance Department:
Good Afternoon Cletis,
Your file was submitted to the research department to determine when your disbursements will be released. Your file is in the process of being researched. At this time, your campus is aware of the issue and working with the processing center to resolve. For further disbursement inquiries, please follow up with your campus.
Thank you and have a Great Day!
Denice, J., UOPHX FA Processing Center
ACS / AFS
Client Centered Services | 875 W. Elliot Rd. | Suite 116 | AA-L101 | Tempe, AZ 85284
phone: 800.921.1904 | fax: 800.808.5123 | email: email@example.com
I did not understand what it meant so I forwarded to John Currie and asked him to please explain it to me. John Currie Contacted me by phone and said he had no idea what it meant he has never heard of a research department before, and suggested that I contact Denice J. for further information on it.
I then once again contacted the number provided on the e-mail and asked to speak to Ms. Denice J. and a gentleman by the name of Joe informed me they were unable to transfer calls. Therefore, I explained the situation and expressed my aggravation to him about this matter, and all he could tell me since the campus submitted the fund release ticket it is out of their hands and I must contact my campus financial advisor on this matter. I asked to speak with his supervisor and he put on the phone who he called his coach. According to coach (I never did get his name), That he was reviewing my notes and does not understand what the e-mail meant and it was out of their hands and I must contact my campus finance department. So once again, I called John Currie and left him message, explaining to him what they said, and expressing my aggravation. I also e-mailed the lady that generated the e-mail and explained to her what was going on and asked her to please contact me by e-mail or phone and explain to me what the e-mailed meant since she was the one that wrote it she would know what it meant.
It is now December 20, 2010 and I have had no further contact from the University of Phoenix on this matter.
I do have copies of all email correspondence about this matter. Unfortunately, I did not record any phone conversations.