National Board For Certified Counselors, Inc.

I am rejecting this response because:
I'm interested in hearing more details about how I will receive this refund since I have not yet received it. I did receive the scores after I paid for them a second time.

I am rejecting this response because:
I have heard nothing from nbcc. I still don't have the certificate. I stopped calling after filling the complaint as the only answer they would ever give us it's coming.

We appreciate the feedback and are sorry that Ms. [redacted] did not have a good experience with this process.  Her certification process is now complete.  Further, we have made staff changes based on concerns that came to light in this issue, and we hope the changes will prevent others from...

having difficulties.

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID [redacted], and I accept it.  I appreciate Revdex.com's timeliness in sending the complaint to NBCC.  NBCC took action and sent my scores later the same day that Revdex.com forwarded my complaint to them.

I am rejecting this response because: I have requested the full amount of refund to go towards my exam registration. Before submitting the online payment, the NBCC contact person via phone confirmed that this was the correct application for registering for state licensure. I would like for this process to be clarified further to future applicants. I also hope NBCC can admit fault in communication that I had with a previous reviewer that confirmed my application was for the NCE exam from VUE. I am not just asking for a refund by my mistake. It was due to the misrepresentation of NBCC staff I contacted in November 2017 and again January 2018 regarding my payment for the state required exams.

The certification department determined that confusion happened due to a relatively new lockbox service that NBCC has engaged.  The constituent has been refunded the $65 fee and the department confirmed that the scores had been sent on the day of the complaint.  She has been notified of...

this action.  Staff did not find documentation of email or phone contact with the constituent or other than the score request; however, feedback has been given to the receptionist staff in case the breakdown occurred there.  I hope this resolves the concern. Many thanks,Sherry A[redacted]

Initial Business Response /* (1000, 7, 2016/09/14) */
[redacted] NCC Application for Regionally Accredited Student was received on 11/4/15. [redacted] was approved to sit for the April 16, 2016 National Counselor Examination for Licensure and Certification (NCE). On May 17, 2016, [redacted] was...

notified that his examination score could be located in Procounselor. The page within Procounselor referred the applicant to an informational newsletter located at [redacted]. An email outlining additional steps to complete certification was sent on June 9, 2016. This communication again referred [redacted] to the newsletter. Application communications clearly indicate that an examination score verification will not be available to applicants or third parties until an official transcript with a degree in counseling conferred is received, reviewed and verified by the NBCC certification department.
An official transcript was received on July 5, 2016 and [redacted] application was placed in line for review. [redacted] was notified by email that it could take up to 8 weeks for the transcript review to be completed. All applications are reviewed in the order received. We had a large number of applications pending for review during the period in which the transcript was submitted, and as a result the full 8 week process was required. [redacted] transcript was approved on 9/2/16, and he was then able to order a score verification. [redacted] will need to complete the supervision and work experience requirements explained to him in the email dated 9/2/16 to maintain permanent access to his NCE scores.
We regret that [redacted] did not feel well served by NBCC with regard to his application reviews. We are always looking at our processes in an attempt to serve people more quickly and we will continue that process in the future.
Initial Consumer Rebuttal /* (2000, 9, 2016/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The only date missing from the account is the email I sent on 27AUG inquiring as to the status of my application (seven weeks and four days into the review process). After the email went unanswered, I filed the complaint on 01SEP. Two days after the specified eight weeks. I suspected a backlog, which is why I sent the inquiry.
This is an excerpt from an NBCC email sent to me on 09JUN of this year to confirm my official NCE passing scores would be made available after the receipt and review of my official transcripts. The review process was stated to take up to six weeks. I can provide the email if necessary.
"If you need your score sent to a state licensure board, you can order an official copy of your score verification through the ProCounselor online store. Score requests cannot be processed until your final, official transcript has been received, reviewed and verified. This process can take up to six weeks after NBCC receives your documents."
I was able to have my official transcripts sent in and the NBCC confirmed their receipt on 05JUL, which I appreciated. The FAQ on their website states that, "Due to the high volume of applicants, it takes six to eight weeks. If you have your documents prior to testing, please go ahead and send them to us."
As a professional organization that screens and approves a great deal of professional counselor applicants towards state licensing, I would encourage the directors of the NBCC to staff appropriately during high demand periods to better care for their applicants and their currently overworked staff, rather than arbitrarily increase the time frame of the review process as suits their bottom line. I would hope that additional staffing would aid what appears to be a backlog of unanswered emails as well.
I am looking forward to my continued interaction and hopeful improvement of this professional organization, which I will eventually join.

We appreciate the feedback and regret the delay in the resolution of the matter.  NBCC has initiated a full refund.