Complaint Review: Kaplan University (online)

I have been battling Kapln since June 2014 over the billing and turning my account over to the credit collections department.  I will submit the communication that I have sent to Kaplan, Ombudsman Group and the Chief Financial Officer of Kaplan.  I still am wating for replies and assistance in this matter.  

Ombudsman CASE# 1-***-*****

Good Morning,

I am a former student of Kaplan University, earlier this year I learned that am being doubled billed for a portion of my subsidized federal student loan which is being serviced by Navient, Account # 9********.  This situation was brought to my attention by Navient. 

In July of 2014, I was taking online courses in pursuit of my Bachelor’s Degree in Nursing, due to family issues I had to withdraw from 2 courses.  I notified the University within the published guidelines through emails to an academic advisor that I have had three separate advisors while attending online classes.  However, the University delayed processing my withdrawal, resulting in a penalty.  As a result I was informed that I owed Kaplan for the courses. 

In the fall of 2014 I attempted to transfer to a traditional intuition but was informed that Kaplan would not release my transcripts due to a balance owed on my account.  During my several phone conversations with Kaplan, I was routinely hung up on, misdirected and belittled.  The end result was that Kaplan maintained that I was responsible for $3,100.00

After 6 months of not being enrolled in classes,( my deferment period) I was contacted by Navient and informed that I would be required to pay a monthly payment of  $650.00 to repay my subsidized student loans.  This amount causes a severe financial hardship to both me and my family.   I contacted Navient and was informed of the following:

Funds were disbursed to Kaplan University for the courses I took in July of 2014.

 The amount Kaplan maintains that I owe is included in the total loan amount being serviced by Navient.  (loan 15)

Since I was receiving a subsidized student loan, Kaplan University should not have billed me directly.

Navient has issued a letter to me and Kaplan stating that the balance is included in my repayment loans.   

Based on the above information I have attempted to resolve this issue with Kaplan University.  Kaplan University acknowledges that they received funds from Navient, however they maintain that since I did not finish the courses those funds cannot be credited to my account. Kaplan further maintains that a portion of the funds were returned to Navient. The amount Kaplan maintains that I owe is the same as the amount retained by Kaplan. 

Kaplan has since referred this matter to a collection agency; I have contacted the US Department of education Ombudsman and was directed to your office by the Ombudsman.  (Case # .

I am seeking resolution of this matter as follows:

Immediate release of my transcripts by Kaplan University.

Immediate cease and desist of the collection Agency.

                A binding third party review of the accounting.

                Full refund of monies paid to Kaplan in resolution of this matter.

I am not seeking to get over, simply get an education.  My current employer, United States, Department of Veteran’s Affairs, offers a degree completion program.  Currently I am unable to take part in this program because I do not have access to my official transcripts.  As a working mother, I am striving to set a positive example for my children of living and working hard to achieve our goals.  

I look forward to hearing from you.

Sincerely,

Niki B.