I am going to admit this is rather lengthy, but I believe you should be privy of the things that have taken place thus far. I hope after reading this email and addressing my concerns, I can personally say student satisfaction is your goal. Let’s start from the beginning, all in which can be verified by notes within my file. In September of this year, I received an email from financial aid stating that I had missing documents that were necessary on receiving the proper aid for the August 2014 academic school year. I spoke to financial aid on several occasions regarding the documents needed and to verify they received them, due to the failed previous attempts. They finally received the needed documents. None of these conversations, revolved around my below instances and the matter at hand. On Oct 8th, 2014 I received a phone call from financial aid again. I emailed to inquire about what the voicemail was regarding since a reason was not provided. Oct 9th, I received a response from financial aid via email stating I had a balance of $568.00. To my knowledge, my financial aid was to cover all the expenses of my classes. I called immediately and spoke to Kerren Joseph. I was explained that the said balance was from the current term I was enrolled in, 8/27/14 - 11/4/14. It being the end of the 7th week, going into almost 80% of the term already being completed, I thought this news was pretty untimely. So, with that I found out that since I took an extra credit hour for one of my classes the same as I did for the term in June [which was covered in full], and after being repackaged, my funding no longer covered as much. At the time I enrolled in my classes for my August term, I did not receive my award letter nor did I know that it was repackaged. So based on the information I was told originally, the classes I chose, the same amount of credits I chose for the term in June, that were covered, to my knowledge were to be covered. So, for the August academic school year, they caught the mistake someone had made previously, and packaged me correctly. I strongly disagree with the fact that you let your students go beyond an almost 80% threshold of their classes and then you spring on them that they owe a balance. This type of information should be known upfront prior to a term because this results in possibly owing out of pocket (which some cannot afford) and balances accrue without the students’ knowledge because of lack of communication. There is a reason I have financial aid because I cannot afford to pay out of pocket, especially over $500.00. My conversation with Kerren did not expand on any other balances at this point. However, I was not notified of this change. Looking at my past aid to Kaplan and the difference between the newly updated packaged aid, one would think that I would receive a phone call letting me know, A. what had happened and B. that this would result in me owing out of pocket. When I first excitedly enrolled into Kaplan University back in January, I was told that the funding I received for the January academic school year is how I would be packaged for my time at Kaplan University, unless my parents’ income status had changed, etc. Actually, my parents make less money than when I first enrolled into Kaplan, so if anything my funding shouldn’t of had been decreased at all and making it even harder to afford to return back to school. The only solution out of the conversation with Kerren was that a manager would be contacting me to discuss what had happened with my account. However, on this same phone call Kerren spoke to a supervisor and advised me that, “due to my GPA, if I can pay a payment that will decrease the balance to under $500.00, then my November term classes will not be blocked.” I made a payment of $69.00, per her advice and to avoid any other issues with my education. As you could imagine, this excited first year student ready to embark on her journey, with not just any school, but Kaplan University – the excitement was no more. This same week an individual by the name of George contacted me, I assumed he is a part of management. He stated in his voicemail that he would be contacting me either 10/14 or 10/15. I never received anything. He gave me his direct line, so I made sure this was a priority to look out for 954-512-5245. November 11th was approaching, so on November 10th, I decided to log into the KU Portal and to my surprise I was blocked, AFTER I was told this would not happen if I made a payment. I called Kaplan again this same day. This time, I was told I had a balance of over three thousand dollars, $3455.00 to be exact! They were now showing charges of $2956.00 from January. How does my account go from owing $568.00 on Oct 9th, to $3455.00 in a little over a month? Considering this $2956.00 balance was from January, this should have showed from when I called back in October, regarding the $568.00 balance. Not to mention the fact that it’s been over a month and I yet had a supervisor contact me regarding these issues like I was told on multiple instances. This conversation resulted in being told that now an assistant director would be contacting me. November 14th, 2014 Sonja, the assistant director contacted me. To sum this conversation up in a nut shell, Sonja did take responsibility, but took very little. My balance at the time of this phone call had, to no surprise, gone up again to $3705.00. She explained to me that since financial aid had caught the mistake in packaging and now Kaplan had to revert to paying the balance back because of this error, they’re now coming after me for the money. Honestly, is that really fair? Sonja, “in good faith,” as she stated, agreed to pay 50% of JUST the January balance. Of course I was appreciative of this gesture, and was vocal regarding my appreciation but was equally vocal of my frustration. This still left my balance at almost two thousand dollars. According to Sonja, yes I had access to look at my award letter for the August term, this award letter wasn’t available until after I already chose my classes however. Also in my defense I was going off of what I was told back in January regarding my funding. Considering I was notified of the change on the 7th week of the term, [that I now owe out of pocket on] what options do I really have at that point being that far into the game? To double back to my comment above about why you allow students to participate in classes prior to receiving their aid, this is why problems happen. If I would have known that my package changed I would of enrolled into two 5 credit hour classes, not one 5 credit hour and one 6 credit hour. This is a huge difference in cost. To also notate, when I spoke to Kerren on Oct 9th, she told me that the $568 balance was for term 3, but then jumped to $749.00. Every time I speak to someone about my balances, they ALWAYS change.