National Board For Certified Counselors

Initial Business Response / [redacted] (1000, 13, 2016/03/01) */ NBCC received a paper score verification request form from Ms [redacted] on December 2, A communication was sent to MS [redacted] on 12/4/indicating that paper forms were no longer accepted by NBCC, and that she must complete her request through her [redacted] accountShe was also informed that her payment information would not be processed, and would be shreddedMichelle Gross has no record of receiving any emails from Ms [redacted] Ms [redacted] stated that she spoke to [redacted] on 12/22/Ms [redacted] works for an affiliate organization, the [redacted] (***)Ms [redacted] does not work for NBCC, and is unable to speak in regards for NBCC policyWhile [redacted] continues to process paper score verification forms, for state licensure examinees, NBCC does notMs [redacted] took her exam for the purposes of certification, and must adhere to NBCC policies regarding the release of her scores Ms [redacted] indicates fraudulent charges to her credit card by NBCC staffOn 12/22/15, Paula P***, Accounting Manager, researched this matter and determined that accounting never processed charges to the credit cardShe attempted to contact Ms [redacted] and left a message requesting a copy of the questionable charges she was referring to on her bank statementMsP [redacted] gave instructions on how to dispute the charge with her bank and NBCC, and left both phone and email contact informationMsP [redacted] has not heard back from Ms [redacted] by phone or email to dateNBCC has also not received any documentation or a bank dispute regarding the alleged charges to Ms [redacted] 's credit card Ms [redacted] submitted a second paper score verification request on January 1, 2016, and was informed again on 1/12/that her request would not be honored, her payment information would be shredded, and that she must complete the request through her [redacted] account Ms [redacted] submitted her score request online in [redacted] on 1/12/16, and her scores were processed and mailed on 1/13/ We regret that Ms [redacted] did not feel well served by NBCC with regard to her application and certificateWe are always looking at our processes in an attempt to serve people more quickly and we will continue that process in the future

Final Consumer Response / [redacted] (2000, 10, 2016/07/19) */ NBCC has updated my profile and has asked me to rescind my complaint

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 itI did receive the scores after I paid for them a second time

I understand the details of this circumstance and I am very sorry to hear about this negative experience It certainly doesn't represent the service we strive to provideWe believe we are within a few days of resolutionTwo representatives have been assigned to this customer and will follow up to see if she wants to follow through with the refund

I attempted to update our response but was unable to do so through this portal I sent this in an email on 9/25:I have updated information to provide regarding complaint # [redacted] and I am unable to determine how to post it on the portal Please advise.Here is the update:I understand that this constituent has received a refund to her credit card and NBCC has closed the application I hope this resolves the matterMany thanks,Sherry A***Chief Mission Officer

Dear ***, We have followed up on the complaint and determined: · The issue occurred during one of two annual high volume times during which thousands of applications are processed; · The certificate was printed June and mailed June 26; · The delay resulted from a database software problem that required increased manual entries, slowing down the process; · There is no documentation of a call or email from the constituentWe have communicated with the constituentPlease let me know if anything else is requiredMany thanks,Sherry

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

Initial Business Response / [redacted] (1000, 7, 2016/09/14) */ [redacted] NCC Application for Regionally Accredited Student was received on 11/4/ [redacted] was approved to sit for the April 16, National Counselor Examination for Licensure and Certification (NCE)On May 17, 2016, [redacted] was notified that his examination score could be located in ProcounselorThe 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, This communication again referred [redacted] to the newsletterApplication 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, and [redacted] application was placed in line for review [redacted] was notified by email that it could take up to weeks for the transcript review to be completedAll applications are reviewed in the order receivedWe had a large number of applications pending for review during the period in which the transcript was submitted, and as a result the full 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/to maintain permanent access to his NCE scores We regret that [redacted] did not feel well served by NBCC with regard to his application reviewsWe 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 / [redacted] (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 01SEPTwo days after the specified eight weeksI 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 transcriptsThe review process was stated to take up to six weeksI 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 storeScore requests cannot be processed until your final, official transcript has been received, reviewed and verifiedThis 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 appreciatedThe FAQ on their website states that, "Due to the high volume of applicants, it takes six to eight weeksIf 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 lineI 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

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 heard nothing from nbccI still don't have the certificateI 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