Students with concerns related to financial aid, account balances, or other financial matters must first attempt to resolve the issue directly with the Virtual Advising Center (VAC) by contacting [email protected], and including any supporting documentation.
An official financial grievance may be filed only if the Virtual Advising Center was unable to resolve the student’s concern within ten (10) business days. Disagreement with the outcome of an initial review, in and of itself, does not constitute sufficient grounds for a financial grievance. Any subsequent submission must be supported by documented evidence of procedural error, policy misapplication, or new information materially affecting the original determination.
If the student’s concern is unable to be resolved by the VAC, then after this ten (10) business-day period, the student may proceed as follows:
Submit an Official Financial Grievance via iCampus
The first step in the official financial grievance process is to submit an official grievance through the iCampus portal. The submission must include:
- A clear and detailed description of the grievance and the requested resolution;
- Copies of supporting documentation evidencing prior attempt(s) to resolve the concern with the Virtual Advising Center, including that the Virtual Advising Center was unable to resolve the concern within ten (10) business days; and
- Copies of all relevant communications and supporting documentation related to the financial grievance.
Official financial grievances submitted without the required documentation will not be reviewed until the required documentation is received.
Alternative Email Submission
If the student is unable to access, or submit the official financial grievance through, iCampus, they may submit their written grievance via email to [email protected]. The email must include the same information and documentation as outlined in the three bullets above in the “Submit an Official Financial Grievance via iCampus” section. As noted, official financial grievances submitted without the required documentation will not be reviewed until the required documentation is received.
Official Financial Grievance Review
Upon receipt of the official financial grievance, the Financial Dispute team will review the submission to determine whether all required criteria and documentation have been provided.
- If the submission meets the requirements set forth above, a formal review will be conducted, and the student will receive a written decision outlining the outcome within 10 business days. The University, at its sole discretion, may extend the timeframe of the investigation for good reason.
- If the submission does not meet the requirements set forth above, the student will be notified in writing of the additional information or documentation needed to proceed. The official financial grievance will not be reviewed unless/until the requested documentation is provided.
The decision of the Financial Dispute team is the University’s final response.
If the student’s grievance is not resolved to the student’s satisfaction, then the student may contact the University’s accrediting agency, the Middle States Commission on Higher Education (3624 Market Street, Philadelphia, PA 19104, 267-284-5000), or the student’s applicable state agency.