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National Student Clearinghouse Reviews (63)

October 15th, Dear [redacted] :This is in response to your letter concerning [redacted] .The National Student Clearinghouse serves as an institution's authorized agent to perform compliance reporting and verification services on their behalfThe data held in our system is dependent upon submissions of data from our participating schools.At the time [redacted] requested enrollment information from [redacted] University, the school had not yet transmitted their fall enrollment informationSchools typically do not send new term information until their class add/drop period is complete [redacted] initially contacted our customer service department on September 30th, 2014, and after a review of his transaction history, we responded on October 2nd, 2014, advising that we would provide a refund of $for his initial inquiry, as we still had not received the school's fall enrollment information.Per [redacted] 's complaint, we also provided an additional refund of $for his second request for enrollment informationWe started processing his additional refund today, October 15th, 2014.We are unable to provide [redacted] with a free enrollment verification at this timeWe do apologize for any inconvenience caused and are discussing how to improve our enrollment verifications in the future.Sincerely Grace S Supervisor, Compliance Assurance

July 22nd, Revdex.com of Metro Washington DC and Eastern Pennsylvania K Street NW, 10th Floor Washington, DC 20005-Attn: [redacted] Your ID: [redacted] Dear [redacted] : This is in response to your letter concerning [redacted] As some background regarding how the National Student Clearinghouse works with schools' transcript orders, I am providing you with the following summaryThe National Student Clearinghouse serves as the web order management agent of academic institutions but does not create or send transcript ordersTranscripts pass through the Clearinghouse’s servers only during a portion of the fulfillment of electronic transcript deliveries and the Clearinghouse does not fill such transcript orders directlyTranscript delivery is predicated on the correct recipient information being provided during the ordering processBefore receiving a complaint through the Revdex.com, we had been in contact with the student regarding this orderWe determined that the recipient field had been incorrectly completed due to a misunderstanding as the student placed the orderFurthermore, it is our understanding that the student has communicated with a school official at the transcript-sending institution and, while that institution is unwilling to refund the original transcript ordering fee, the institution is willing to waive the fee for a new, corrected order if the student places oneThe Clearinghouse is willing to resolve this issue in the same manner and has thus informed the student that we will waive the fee for a corrected order when she places oneThe student indicated she was satisfied with that resolution and thus we consider the matter closedWe recommend that the student remind the institution of this arrangement once she completes her new transcript orderSincerely, Rome P [redacted] Assistant General Counsel National Student Clearinghouse

February 20th, Dear [redacted] : This is in response to a letter we received regarding a complaint from [redacted] We will be providing [redacted] with a full refund for his transcriptUnfortunately, once the transcript link expires, it can no longer be accessed We appreciate [redacted] 's feedback and will be reviewing the language in our transcript related automated notifications[redacted] should see his refund applied to his financial institution within the next business days, if not soonerSincerely, Grace S Supervisor, Compliance Assurance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There is nothing to accept in this responseThey are thanking me for my help in suggesting improvements to their web site and service Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The reluctant offers to refund my money were only as a result of my threatening them (twice) with filing a Revdex.com claimThat does not seem like a good business practice, and their rating of A- is undeservedThe amount of time I have spent convincing them that their system was flawed, and the frustration of losing insurance for my daughter because of their system is easily times the actual cost that they are just barely consenting to refundIn fact, I actually suggested an improvement to them, where the site would show the actual date that they actually knoew that the data would be correctSo, I've actually consulted for them for freeAnd their last comment, "We are unable to provide [redacted] with a free enrollment verification at this time" matches precisely the language they used when they first said, "we are unable to refund your money at this time": a bunch of words with no explanation"Unable to provide" indicates that there is something preventing them; "will not provide" would be less disingenuousRegards, [redacted]

Dear Ms [redacted] : This is in response to your August email concerning a complaint from a student user of our Transcript Ordering serviceAs some background regarding how the National Student Clearinghouse works with schools transcript orders, I am providing you with the following summary The National Student Clearinghouse serves as the web order management agent of academic institutions but does not process or send transcript orders The Clearinghouse at no time has possession of any transcripts and does not fill transcript orders directlyThe Clearinghouse has worked with both the student and the respective school to resolve the complaint in a satisfactory mannerThe resulting outcome is that the school will be re-sending the student a (paper) copy of his transcript for his recordsThe school has also been made aware that it does not appropriately disclose the rights management window to its student users and has suggested that it will remedy this in the future to prevent further miscommunicationThe School is current re-evaluating the appropriate length, if any, for a transcripts to remain accessibleThis should also serve to mitigate any future issuesWe appreciate this feedback and will be reviewing ways to improve this process in the futureSincerely, Rome P [redacted] Legal Counsel National Student Clearinghouse

***The Clearinghouse appreciates your feedback regarding the instructions on our transcript ordering serviceLike all customer feedback, we will take your recommendation into consideration moving forward as we continue to try to enhance our customers' experiencesHowever, we will not be offering a refund to links that were not used in the past.Sincerely,Rome P [redacted] Legal CounselNational Student Clearinghouse

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 I received email correspondence from both National Student Clearinghouse and from the Registrar of the college in question, who has, indeed, provided me with a non-expiring electronic copy of my transcript for my own referenceI was not aware of National Student Clearinghouse's role in providing the original transcript with respect to who exactly set the digital rights expiration window on the transcript provided, which seems to be controlled by the issuing school I am satisfied with the proposed re-evaluation of any digital rights expiration settings on student transcripts by the college in question, and, I trust, by any other schools that may use National Student Clearinghouse for provisioning transcriptsIt is my belief that if money changes hands for 'purchase' of a student transcript, that official digital copy of the student's transcript becomes his or her property and should have no expiration or otherwise become unusable for the purpose for which it was originally obtainedIf this is not the case, there needs to be a very clear disclaimer indicating that the student is merely renting a copy of the transcript for the specified period of time configured in any digital rights expiration settings Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The explanation appears logical however, At the beginning of October 2017, a request was made to verify one of my degrees throughhttp://www.***[redacted] *** uses the National Student Clearinghouse database in order to verify scholastic records and degrees( Albeit year degree of subscribing institutions )the NSC database does not cover community colleges of other institution that offer degrees requiring less than four yearsAttached is the return result from cscse.edu.cnPlease note the date of November 1st, Given that my institution is not included in the NSC database and that NSC claims to notify that a lack of records is expediently given to the requesting party( [redacted] is located in Beijing, China P.R ) I find the days lapse a bit contradictoryAgain I would encourage NSC to improve their business model through language appropriate disclaimersIt is a paid service business that has a number of limitations on the results it can actually verifyAnd its customers should be made aware of this limitation at the onset of the process so that they can accurately gauge the value of the results The net result of this as it applies to me, was having to have my degree authenticated through U.SDepartment of Education records and then authenticated by U.S State Department and the Chinese embassy in Washington D.Cto make it suitable as academic evidence for employment purposesThank you kindly for your time Regards, [redacted]

Attn: Ms [redacted] Your ID: [redacted] Dear Ms [redacted] : This is in response to your letter concerning [redacted] As some background regarding how the National Student Clearinghouse works with schools' transcript orders, I am providing you with the following summaryThe National Student Clearinghouse serves as the web order management agent of academic institutions but does not process or send transcript ordersThe Clearinghouse at no time has possession of any transcripts and does not fill transcript orders directlyAfter reviewing Ms [redacted] 's complaint, we do understand her frustrationWe are currently evaluating the wording of our electronic transcript expiration notice that is displayed to our customers when they go to retrieve a transcriptWe strive to be consistent and clear in our communications with our customers and appreciate Ms [redacted] 's feedbackWe will beproviding with Ms [redacted] a full refund for the transcript in question, order number [redacted] We look forward to assisting Ms [redacted] with future requests or questionsSincerely, Grace S [redacted] Supervisor, Compliance Assurance National Student Clearinghouse

To whom it may concern:This is in response to your January 11th letter regarding a complaint from a user of our Transcript Ordering Service.As some background regarding how the National Student Clearinghouse works with schools' transcript orders, I am providing you with the following summaryThe National Student Clearinghouse serves as the web order management agent of academic institutions but does not process or sent transcript ordersThe Clearinghouse at no time has possession of any transcripts and does not fill transcript orders directly.The Clearinghouse has investigated this issue and discovered that, subsequent to the complaint being submitted to the Revdex.com, the transcript recipient has successfully received the student's transcriptWe consider this order to have been fulfilled and that the student's desired settlement was satisfied.Sincerely,Rome P [redacted] Legal CounselNational Student Clearinghouse

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 You are two months late ! Regards, [redacted]

June 26th, 2014 Dear [redacted] : This is in response to your letter regarding [redacted] 's rejection of our original response regarding his record at [redacted] College.The data the Clearinghouse holds is data provided directly to us by our participating institutions and cannot be completely removed from our systems, as it is not our data and must be retained for audit purposes. We did phone the Registrar's office at [redacted] College and the situation seems to be a bit more complicated than explained in the original complaint. The school requested that [redacted] contact them directly so they can work together to resolve the situation. lf [redacted] College chooses to make a change to [redacted] 's enrollment, they will need Clearinghouse directly and we can work with them to update the enrollment record.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Students National Clearing House has been provided proof that I did not attend this college or have transcripts from this collegeI'm a Veteran with years active duty service in the Army attending a University and will soon be attending graduate schoolThis issue causes me great trouble when the Universities want a transcript from a college I do not have transcripts fromAttached are the same two letters from [redacted] College that have been provided to Students National Clearing HouseUntil now my telephone and written complaints have went unanswered by Students National Clearing HouseThis is causing a negative impact on my education through no fault of my own by Students National Clearing House providing information Regards, [redacted]

May 9th 2014 Dear [redacted] ,This is in response to your letter concerning [redacted] .The National Student Clearinghouse serves only as the web order management agent of academic institutions but does not process or send transcript orders. Orders are forwarded to the... institution for fulfillment. Orderers can track the status of their orders on the web. If the order is not delivered within the time expected by the ordered and the web indicates that the order has been filled by the education institution, the orderer is directed to contact the school so that they can work together to complete the process. The Clearinghouse at no time has possession of any transcripts and does not fill transcript orders directly.Our records indicate that [redacted] placed the order on March , 2014, and that the order remained in processing” until March 12, 2014. The transcript was then uploaded By [redacted] s previous institution) and received by University of Arkansas, [redacted] , on March 12, 2014. As stated in the above paragraph, the Clearinghouse serves only as the web order management of the transcripts. We do not, at any time, have possession or control of the transcript.As the transcript was received, we will not be providing [redacted] with a refund. We do apologize for any inconvenience and encourage [redacted] to reach out to her institutions in the future regarding the status of the transcripts.Sincerely,

Hello [redacted] ,On 9/10/17, the customer asked for assistance in retrieving their transcript and instructions were provided via email A week later, the customer advised Clearinghouse they were unsuccessful and requested a refund An offer of additional assistance was declined by the customer and a request to expedite a refund to the customer's account was submitted to our finance department On 9/25/17, when the refund request finished processing, a copy of the Refund Transaction Record authorizing the refund was emailed to the customer by finance The customer was concerned as they did not see an immediate credit to their account and requested clarification as to when they would actually receive the funds back into their account On 9/27/I sent a follemail to the customer that included my apologies for this inconvenience, the same Refund Transaction Record and a brief explanation that the Clearinghouse cannot predict how long it will take the customer’s card company to deposit the funds back into their account I suggested they could provide the Refund Transaction Record to their card company to assist in the expediting of their in-house refund process On 9/28/I received an email from the customer thanking me for the folland my assistanceSincerely, Vicky E [redacted] National Student Clearinghouse

July 10, 2015Revdex.com of Metro Washington DC & Eastern PennsylvaniaK Street NW, 10th FloorWashington, DC 20005-3404Attn: Ms [redacted] Your ID: [redacted] Dear Ms [redacted] :This is in response to your July 1st email concerning [redacted] ***.As some background regarding how the National Student Clearinghouse works with schools transcript orders, I am providing you with the following summaryThe National Student Clearinghouse serves as the web order management agent of academic institutions but does not process or send transcript ordersThe Clearinghouse at no time has possession of any transcripts and does not fill transcript orders directly.After reviewing Mr***'s complaint, we examined our internal records regarding the transactionOur internal log shows that the transcript was delivered and either downloaded or viewed at the requested destinationIn order to confirm, we reached out to the educational institution and were informed that Mr [redacted] was not an applicant of their programWe relayed this information to Mr [redacted] and learned that he was applying to another program at the same institution - however his desired destination was not provided to the Clearinghouse.After speaking with the school from which the transcript originated, we learned that they were given the incorrect destination by Mr [redacted] and are unable to initiate another order through the Clearinghouse without Mr [redacted] paying an additional feeThe Clearinghouse is unable to send a transcript without the involvement of the school and thus advised Mr [redacted] that he should create a new request with the correct destination selectedMr [redacted] acknowledged this advice and ended the call.The Clearinghouse considers this matter resolvedWe look forward to assisting Mr [redacted] with future requests or questionsSincerely,Rome P [redacted] Legal CounselNational Student Clearinghouse

Dea [redacted] ,This is in response to Complaint ID [redacted] .In response to the student’s latest message, we would like to clarify the process that the entity verifying his information would have experienced in order to better explain how the Clearinghouse notifies requestors of our service’s coverage limits. The verification requestor placed a request with the Clearinghouse using an incorrect or outdated name for the student’s school. In such a situation, the requestor would have gotten an immediate response through our online portal that the institution was not in our database and therefore that we could not verify the student’s degree and/or education information. No statement as to the existence of such a school would be made by the Clearinghouse, only that the school is not a participant in the Clearinghouse and therefore that we do not verify education information from that school. The Clearinghouse does not verify education information for every higher education institution in the United States. This is because schools must choose to provide us with their education records for purposes of providing verification services by signing a contract authorizing us to do as much. Thus, any response from the Clearinghouse stating that a school is not in our database would not allow a verification requestor to determine the accuracy of a student’s represented education information. It would be the responsibility of the requestor to go back to the student for more information or find another way to complete the verification. We sincerely appreciate your feedback and are sorry for any inconvenience that you have suffered. Best regards, Vicky E [redacted] Manager, Customer Service

Dear *** *** ***This is in response to your October letter concerning a complaint from a student user of our Transcript Ordering service.As some background regarding how the National Student Clearinghouse works with schools' transcript orders, I am providing you with the following summary
The National Student Clearinghouse serves as the web order management agent of academic institutions but does not process or send transcript ordersThe Clearinghouse does not retain or have access to any transcripts and does not fill transcript orders directlyThe Clearinghouse enables the school to 'drop-off' the transcript in a secure file transfer protocol (FTP) system where it can be retrieved by the recipientFor security and privacy reasons, the transcript is deleted from the system after days.Throughout the course of a transcript order, the Clearinghouse sends the recipient no less than three emails that plainly disclose the 30-day validity of the retrieval link associated with his or her transcriptAccording to our records, the student failed to retrieve the transcript within the day window, at which point the link became invalidThe Clearinghouse is no longer able to deliver the original transcript order and could only do so with the creation of a new order.However, as a good faith measure and to encourage the student to continue to use our transcript ordering service, the Clearinghouse will be issuing a full refund for the price of the original transcript order.Sincerely,Rome P***Legal Counsel

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the school
did NOT charge my credit card, national clearing house or whatever they're called did I did contact *** college and complained and they informed me that they don't handle transcripts and everything goes through that company It seems to me that when it came time to charge my card the company had no problem but now they want to pass blame They're full of it
Regards,
*** ***

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Address: 2300 Dulles Station Boulevard, Suite 300, Herndon, Virginia, United States, 20171

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