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A customer care representative spoke with the customer on February [redacted] and received confirmation that the SAT scores had been reported and receivedA refund has been issued for the rush reporting fee as rush reportign is currently not available

[redacted] ***, mother of [redacted] contacted The College Board on Friday March *, with regards to the March *, SAT examHer complaint was due to a photograph on her daughter's registration that did not meet our guidelines I made outreach on Friday, March [redacted] via the telephone number listed in her case She did not answer and a voicemail was left asking that she call back and I provided the hours that I would be available that day I did not have a response from the customer on Friday or the following week so on Wednesday, March [redacted] I checked her account to see that she had chosen to transfer the March SAT registration to May At that time I made outreach via email and advised that it appeared her case was resolved since they had transferred the registrationHer case was then closed A new case was received regarding the same issue on March *** At that point I made outreach again via her phone number and left another voicemail, I also sent [redacted] the email listed below I outlined to [redacted] the policy for our photo requirements as well as making changes to the registration I explained that based on our policies the fee of $that she paid to transfer her registration was valid I included in my email links to our website regarding both policies so she could review them herself She has been provided all of the information pertaining to her case and there is no further action that we can take to rectify her situation The responsibility to ensure a valid photograph is loaded onto the admissions ticket belongs to the student/parent who is registering and in this case the photo that was added did not meet our guidelines Greetings [redacted] , I just left you a voicemail regarding your case I wanted to follow up with some more information regarding this situation To clarify, The College Board does not make outreach to the test centers regarding student photographs In some instances test center supervisors will review their rosters and make outreach to students if they see a photograph that does not match our policy However, this is not something that is prompted by any outreach from us nor is it encouraged Per our terms and conditions it is the student’s responsibility to ensure that their photograph meets the guidelines as outlined on our website Unfortunately, [redacted] ’s photograph did not meet those guidelines You can review our photo policy at the following website [redacted] Unfortunately, because it is the student’s responsibility to upload a valid photo, the change fee of $that you paid to transfer the registration is a valid fee Additionally, any changes to a registration must be made days prior to the exam Again, you can find the information on changes at the following link [redacted] While it was courteous of the test center supervisor to contact you directly regarding the photograph it was not something that would have warranted an exception to our policies If you have any questions regarding our policies or photograph requirements or any additional concerns surrounding your case, please do not hesitate to contact me You can reach me directly at ###-###-#### Monday through Friday from 9:AM - 5:PM EST or at [redacted] Sincerely, Vanessa D [redacted] Customer Care Specialist Ces The College Board

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] She did email me after a lengthy period of time saying that they are really busy and basically that excuses their lack of response On each of her emails she asked me the same exact question and a contact person at *** and I responded to each of her emails except the last one out of frustration that there was not one single person, just the Office of Admissions She did nothing for me and did not call anybody or assist in any way I still had to pay twice since she was so incompetent She made mention that there had no ben enough time that passed for a refund but of course did not elaborate at all and just went on to ask the same question There has been no resolution and the customer service is poor In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

We have contacted this customer and resolved the issue by refunding the duplicate order

This refund should have been issued upon the initial call and the representatives will be coachedThe refund has now been issued and a voicemail has been left for the customer to inform

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedI would like to again mention I myself continue to receive messages fr om many ithers who have almost identical problems with The College BoardThey are the worst customer service I have ever dealt withThey ignore emails, phone calls and feedback on social mediaI believe the only reason I got a response was due to the complaint made with Revdex.com Sincerely, [redacted]

The College Board has processed an Archive score report order to [redacted] (New College of Florida) and waived fees as one-time courtesy due to delay in first order DI receiptA PDF copy of score report has been e-mailed to direct contact at the schoolA voicemail was left for the student to notifyNo refunds were processed for order as PDF score report copy was sent to the requested schoolCustomer requested this action when he was contacted by TAgent on Customer not approved for refund of order and PDF score report copy was sent to requested recipient

Please be advised of the following actions taken for [redacted] ;Processed a one-time approved exception to waive the fees to resend the scores to the AI and [redacted] Advised parent that we do not process refunds for fulfilled services, and we are not responsible for the purging of scores by institutionsResolution deemed satisfactory by customer

At this time, I have been contacted directly by The College Board regarding complaint ID [redacted] , however my complaint has NOT been resolved because: they failed to provide the purchased productThey refunded the purchase price; however, it was not about the cost of the product (SAT answer service) it was about giving my son a chance to get a better SAT score, which could be worth thousands of dollars in scholarship money In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Per customer care specialist, [redacted] :Thomas Judd is stating that he ordered SAT scores on January **, and paid via Paypal [redacted] states that Paypal indicated that the seller canceled the order, the scores were not sent, and no notification was provided that the order was not processed [redacted] then ordered the scores to be sent again February [redacted] and paid the additional $fee for rush reportingTo complete a request to order scores a customer would need to login to their College Board account, select the option to send scores, complete the online request, and then submit payment In reviewing the account activity for Thomas Judd I was not able to locate an instance of him logging in to send his scores in January Based on our account history he did no login at all during January [redacted] was able to provide documentation that he did attempt to send scores and pay for the scores through his Paypal account Based on the documentation provided by [redacted] ***, The College Board did not accept the payment and no money was accepted for the score send requestBased on the information [redacted] provided I have issued a refund for the rush reporting service in the amount of $ [redacted] should expect to see this refund in the account he used to pay for the score reports within the next 3-business days I have left a voicemail for [redacted] at the number he provided explaining that he can expect to see the refund in his account

Per Case Manager Colleen Meidt:I spoke with the father of the student regarding the issueHe was concerned with [redacted] University not receiving scoresI confirmed with him that his daughter’s scores were sent on and the college now has the ability to download the fileHe stated that he has called the University numerous times and the admissions office is continuing to state that the scores are not in the student’s accountI advised him that the school will have their own internal processing time to digest the electronic file sent and add scores to student accountsHe advised that he will contact the University again to ensure my information was correct

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved.However, I still did experience unnecessary stress and frustration that was prevetable from your endI feel as thought this should be know to the public and any other customers of the College Board Sincerely, [redacted]

College Board Customer Care Specialist, Jay T [redacted] has managed this issue with the customer The customer was advised that his refund was issued from College Board on The refund was accepted by his bank and he has been provided with the refund confirmation number that will assist him and his bank with locating his funds The customer has been advised to make outreach to his bank directly with that information He has Jay's direct contact information in the even of any future issues

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved I would like to thank Revdex.com for helping me solve this matter Sincerely, [redacted] ***

The CLEP Program confirmed that the customer registered and paid for the Introductory Sociology exam on As stated in the registration flow, CLEP exam vouchers are good for months after the date of purchase The exam was not taken within the month period so it expired on All customers must agree to this policy, as well as our refund policy before a registration can be confirmed and paid for The information regarding our deadlines for full refunds and voucher expiration are presented during the registration process Since the customer agreed to this policy, no refund will be issued for the cost of the exam We also will not provide the requested tax information The service was provided to the customer, however the customer chose not to take the exam within the month period that is outlined during registration I have attached a screen capture of the information presented during the registration process

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved @page 7:33m Jim W [redacted] (SP?) of The College Board called and explained that there had been an issue with introducing the new August test dateJim explained that schools which signed up to offer the test on Saturday, 817, recently determined that they didn’t have enough proctors and so some students were pulled from the test siteMy son was reinstated to take his SAT test on at Mission High SchoolThough my son’s issue was resolved, this explanation appeared to pass responsibility to secure sites and proctors for tests which TCB solely controls through their monopoly, from TCB onto the schools with which TCB contracts to house these testsProviding enough test sites and proctors for the students who have been allowed to sign up for these tests is TCB’s responsibilityI am concerned that other students may still not have a test site assigned due to this planning error and that my issue was responded to because I filed a complaint with the Revdex.comI continue to be concerned about these critical tests for high school students preparing to apply to college being managed by a monopoly Sincerely, [redacted]

Good Afternoon, Could you please close this complaint as the customer is not satisfied? The customer has been notified on numerous occasions that she will not receive a full refund per the terms and conditions that were agreed to at the time of registration for the SAT examThanks,

Per Customer Care Specialist, [redacted] :I spoke with [redacted] the parent and issued an $refund for the May Question and answer serviceI advised of the refund and timeframe for her to receive this refundI advised [redacted] of the Duplicate Answer Sheet scoring process and the timeframe in which she can expect ***’s scoresI provided her with my contact information and I let her know I would contact her when ***’s scores become availableI advised we could not offer any refund for the exams the student tested forWe have requested that the duplicate answer sheet process be expedited for the student due to pending deadlines Standard time frame for scores is 10-business days due to the issue

Per Case manager [redacted] : Report of Resolution for [redacted] , Case [redacted] – October *, I called the number listed on the case at 10:AMThe phone rang for a full minute and no answering machine picked up, so I was unable to leave a messageAfter hanging up the call, I sent the following email to the email addresses of both student and parent: Dear Sarah and Family,My name is Arielle, and I am writing on behalf of The College Board in regards to a request you recently placed with our officeI understand that you would like to send the four free score reports from your June SAT administrationUnfortunately, as stated on our website ( [redacted] , the four free score reports can only be sent up to nine days after the test administrationAs more than nine days have passed since your most recent SAT exam, I will not be able to provide free score reportsI greatly appreciate your patienceI would be happy to help you to send your scores for the requisite feeIf you have any questions please contact me directly at ###-###-####, Monday through Friday from 9:AM - 5:PM EST or at [redacted] Please also note that these deadlines are available on our website and the student's admission ticket The policy is also agreed to in the terms and conditions that are agreed upon prior to registering

[redacted] request for accommodations was thoroughly reviewed by both internal and external reviewers on multiple occasions The professionals who reviewed the request determined that the documentation that was provided did not support the need for 300% extended time (quadruple time) The student remains approved for 100% extended time (double time) and other accommodationsThe decision letter issued on February **, 2017, provides suggestions as to additional information that could be helpfulIn the February [redacted] decision letter, the College Board correctly listed the newly provided documentation as including an “IEP from 112016.” The letter subsequently stated that “It would be most helpful for the College Board to understand why your school decided to reconvene and implement a new IEP which indicates that you now receive up to 300% extended time.” Unfortunately, the letter did not clarify that the increase to 300% occurred in May 2016, and not in November(The May IEP had been previously provided) The College Board regrets the omission; however, the fact that the student began receiving 300% extended time in May, rather than November, would not have changed the outcome of the review Further, information as to why the extended time was increased in May would be helpful to our understanding of the current need for 300% extended timeCollege Board representatives spoke with [redacted] on February [redacted] and at length on February ***It was agreed that the student would send in additional documentation to support the request for 300% extended time, and that the review of any newly submitted documents by the College Board would be expedited It was further discussed that, upon receipt of new documentation, all documentation would be thoroughly reviewed by qualified professionals, although a change in accommodations is not guaranteed