Complaint / review text:
This is a story that started about a month ago on the 3rd of October of 2009. I was nearing my education in Kaplan and I was thrilled that I was finally going to be obtaining my Associates in Medical Office Management. My grades were awesome and I was making my payments to Kaplan as scheduled on time. I was constantly looking over my financial aid reports because my financial aid officer never called me for anything not even when they switched out the one I started with that also never called me. I thought that was okay because my financial aid officer always responded my emails and I was being covered by my pell grants and my loans and on top of that I was making out of pocket payments. I was looking forward to a job as soon as I graduated because I was unemployed and my situation was getting desperate. On October 3rd when I requested for my unofficial transcript that is not available to it's students online (which I thought was weird) I was hit with a outstanding balance excuse and that I need to contact financial aid. I called financial aid and as usual my financial aid officer Martha Dubois was not available so I decided to speak to the next available representative. This representative informed me that I had a 5,000 plus balance due on my account. I thought I was going to faint! I didn't understand how I owed 5,000 plus dollars on my account if I am not even down with my degree program. After placing my on hold several times and constantly trying to throw any excuse on the book at me he informed me that financial aid made an error and that this should have been made aware to me. He even informed me that at some point I would have not been allowed to continue my classes or graduate with this balance on this account. At the time I was able to view my account on Kaplan and I immediately took screen shots of everything because I knew at some point they were going to lock me out of the account. This rep offered me to get me a loan to pay this balance out and I told him I needed to speak to my financial aid officer. As soon as I refreshed the screen there was the loan that the rep was speaking about adding on to my balance. He did this without me having to sign anything or without it having to go through someone else to get approved. I was so upset I told him to tell my financial aid officer to get in contact with me and I hung up. At the same time I decided I was going to withdraw because I had such a disgust of how they ran the financial aid office. I was official withdrawn on the 21st of October. From the when this issue happen until now they were able to finally post up the disbursements made by my loans on to mu account bringing down my total from 5,000 plus to $4,978.65. Martha Dubois was able to finally get in contact with me and assured me that she would process the Parent Plus loan that I was approved for on the 9th of October to the account which was a total of 3,000. She informed me that she would get in contact with me in three of four day's time to touch base with me as to how things are going. It has been over two weeks since then and student accounts continues to harass me about the $4,978.65 because I was supposedly denied for Parent Plus Loan when I have mail correspondence that tells me I have been approved for it on the 9th of October. When I told the student accounts this they informed me that because I withdrew from the college I was not able to use those funds towards that. I told her that I withdrew from the college officially on the 21st of October and I was approved for the funds on the 9th of October. It is not my fault that financial aid did not post it to my account and that now you guys arent able to obtain the funds. I am still be charged for the semester in full when I informed financial aid that I was no longer going to be attending so why cant I receive the funds? The only thing that rep did was transfer me to Martha Dubois which seems to be always busy I have sent her emails and I havent gotten not one single email back from her. I am constantly being placed on hold and one time a rep forgot to place me on hold and I heard her comment to someone else something but quickly placed me on hold. I am not convinced that multiple people at Kaplan know my situation and yet nothing is being done. I have told them countless of times that I need this to be straighten out because I am transferring to another college and they are waiting for my official transcript. Student accounts has informed me that until everything is paid out I will not be receiving either my official nor unofficial transcript. I called today on November 12th for the same issues and I asked to speak to a manager I was given the exuse that they are in a meeting I still demanded to speak to someone and she directed the call to a voicemail which asked me to leave a message. I also believe I am being charged more than they describe. I seriously need help here I just want to get this nightmare behind me so that I can continue my education at a real school where I can actually speak to people not voice mails.