National Student Clearinghouse

*** ***: This is in response to your complaint filed on 7/25/in regards to your enrollment status on file with the National Student Clearinghouse.As some background regarding how the National Student Clearinghouse operates with partnering Higher Education Institutions, the
Clearinghouse serves as an agent of the Institutions for several express purposesOne of these purposes is to report enrollment information to the Department of Education and other student loan providers on behalf of the InstitutionIn all of its roles as an agent of Higher Education Institutions, the Clearinghouse relies on the accuracy of the information provided to it and acts on that information only as authorized by the relevant InstitutionYour enrollment status is directly derived from the enrollment reporting file that your Institution provides to us on a regular basis. Your enrollment status will only be altered based off information reported to the Clearinghouse from your Institution. The Clearinghouse is prohibited from altering student records without the express authorization of the Institution that owns the record. If you believe your status is incorrect, we advise you to work with the Registrar's Office at your Institution to resolve the discrepancyIf suitable, your Institution can then correct the enrollment status in the next enrollment reporting file it sends to the Clearinghouse. Best regards,Rome P***Assistant General CounselNational Student Clearinghouse

January 29th, Dear *** ***:
This is in response to your letter concerning *** ***The National Student Clearinghouse serves as an institution's authorized agent to perform compliance reporting and verification services on their behalfThe data contained in
Clearinghouse systems has been provided directly by the institutions and ultimately belongs to the participating Clearinghouse institution, therefore the Clearinghouse cannot remove this information without the institution's consent. Regarding the data in our system for *** ***, this information was provided by the institution on multiple occasionsIn order to remove this information from our system, the institution must provide confirmation directly to the Clearinghouse that the student never attended the institution, as the data maintained belongs directly to the institution itselfWe recommend that *** contact the institution directly to obtain a letter that confirms that this student did not in fact attend their institutionWe apologize for any inconvenience this has caused *** *** and hope the customer will follow up with the institution to have their record removed.Sincerely,
Grace SSupervisor, Compliance Assurance

January 20th,
Dear *** ***:
This is in response the response letter we received regarding a complaint from *** *** *** emailed the Clearinghouse on January 16, 2014, advising that he would be amending his Revdex.com complaint, as the
matter was resolved and the transcript was received.Please let me know if you need additional informationSincerely,
Grace S
Supervisor, Compliance Assurance

Automatic reply: Request: Status of Revdex.com Complaint ID ***Inboxx *** ***Mar (days ago)to me Hello,I am currently out of the office with no access to email or voicemail I will return on Tuesday, March 24th For urgent audit
related inquiries, please email *** I will respond to all other messages when I return on Tuesday, March 24th.Have a great weekend! Thank you!

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

Dear Ms*** ***:This is in response to your August email 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 orders. The Clearinghouse at no time has possession
of any transcripts and does not fill transcript orders directly.The 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 miscommunication.The School is current re-evaluating the appropriate length, if any, for a transcripts to remain accessibleThis should also serve to mitigate any future issues.We appreciate this feedback and will be reviewing ways to improve this process in the future.Sincerely,Rome P***Legal CounselNational Student Clearinghouse

[** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** *** ***
Complaint: ***
I am rejecting this response because:It is the responsibility of the National Student Clearinghouse to notify purchasers of the time limitation of it's service prior to accepting payment Though the emails were sent, the average person may reasonably suppose that they may remain unopened for future use when necessary Technologies are widely available that allow a link to expire after a single download Perhaps a more rectifiable response would be to begin a habit of transparency before accepting customer funds The legal designation of "proxy" holds no weight in this discussion.It is with complete fairness that I request a refund to all customers who attempted to use your service outside of your expiration This may be measured by refunding purchases to all links that expired without usage Not all of us have time to search for compensation through your poor customer service and thus should be given the benefit of the doubt
Regards,
*** ***

July
16th,
2016RevDex.com of Metro Washington DC and Eastern Pennsylvania
K Street NW, 10th
FloorWashington,
DC 20005-3404Attn:
*** *** ***Your
ID: ***Dear
*** ***: This
is in response to your letter concerning Frank C Schipani.As
some background
regarding how the National Student Clearinghouse
works with partnering Higher Education Institutions, the
Clearinghouse serves as an agent of the Institutions for purposes of
providing services such as Enrollment Reporting and
EnrollmentVerificationThe Institutions periodically provide the
Clearinghouse with enrollment data to enable us to perform these
servicesThe Clearinghouse lacks the authority to alter, amend, or
in any way change the education records that are provided to us by
the schoolsWhen we receive a claim regarding the contents or
accuracy of the education records in our possession, we relay that
claim to the relevant Higher Education Institution for their
assessment and guidance.After
reviewing the student’s complaint, we contacted the Institution in
question and asked them to confirm the accuracy of the information
they provided to usWe spoke directly with the Registrar of the
Institution, who was familiar with this student’s complaintThe
Registrar informed us that the Chancellor of the Institution is
currently working with the student regarding this matterThe
Registrar informed us that the records we have are still considered
accurate in the eyes of the Institution.Given
that the information in our records is currently considered accurate
according to the Institution, we are unable to change the enrollment
informatoin of this studentWe recommend that the student work
directly with the Institution to effect any modifications to his
record he believes should occur for the sake of accuracyIf the
Institution directs us to modify the enrollment records of this
student, we will certainly do so.Sincerely,Rome
P***Assistant
General CounselNational
Student Clearinghouse

*** ***
Grace S***
Hi *** ***, I received a letter this afternoon advising that you have st
Oct
*** ***
Yes we recieved your response, but the consumer is not satisfied, so we sent
Nov (days ago)
*** ***
Nov (days ago)
to me
Hi *** ***,
Below is our response I’ve also mailed a copy directly to you at the Revdex.com
This e-mail is in reference to complaint *** from *** ***
We do listen to and value our customers’ feedback Embedded in our core values is delivering exceptional customer service Even though *** *** may have not received an immediate resolution, his comments made initially in September have been noted and we have referenced his input along with other customers’ feedback to implement continued improvements to our services.
Our intention is to provide exceptional customer service to all of our customers We are truly sorry *** *** was dissatisfied with the verification experience and our level of customer service We do recognize that our customers have a choice of whether to use our services or not As *** *** requests, we do continue to evaluate and improve our services to ensure a positive customer experience
We thank *** *** for his valuable feedback and hope that he will contact us with any other concerns he may have
Thank you,
Grace S***
………………

[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. 
Regards,
[redacted]

Question: Revdex.com Complaint #[redacted]Inboxx [redacted] Hi [redacted], I hope you’re doing well and enjoying this spring weather! This em...Apr 2 (5 days ago)[redacted] <[redacted]@studentclearinghouse.org>2:09 PM (17 minutes ago)to me,...

JP, Janine, Sally Hi [redacted], Have you had a chance to review the email below?  Thank you, Grace……………………………………………………………...⇄ S[redacted], Supervisor, Compliance Assurance, National Student Clearinghouse[redacted] Herndon, VA [redacted]  |  http://www.studentclearinghouse.orgExcellence in Work-Life Balance Award winner[redacted]This message is proprietary to the National Student Clearinghouse, is intended only for the addressee and may contain confidential or privileged information. If you receive this message in error, please contactthe sender and delete all copies.     From: Grace S[redacted] Sent: Thursday, April 02, 2015 9:50 AMTo: [redacted]@myRevdex.com.org)Cc: [redacted]Subject: Question: Revdex.com Complaint #[redacted]Importance: High

October 15th, 2014
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 behalf. The 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 2014 enrollment information. Schools 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 $2.50 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 $2.50 for his second request for enrollment information. We started processing his additional refund today, October 15th, 2014.We are unable to provide [redacted] with a free enrollment verification at this time. We do apologize for any inconvenience caused and are discussing how to improve our enrollment verifications in the future.Sincerely
Grace S
Supervisor, Compliance Assurance

Hello [redacted], This is my response to Complaint ID [redacted]. I am truly sorry that [redacted]'s education was not verified.  It appears the requestor who tried to verify [redacted]'s education did not contact Clearinghouse for more information or ask questions about 'how' to...

verify his education.  [redacted] did send a few emails to Clearinghouse before the Revdex.com notified me of his complaint asking what percentage of post-secondary education schools in the United States are currently in our database.  He did not mention that his institution closed in 2014 after a name change until November 11th in a separate email.  However, all emails were responded to with information of follow-up questions. [redacted] requests Clearinghouse clearly disclose what percentage of institutions participate in our Verification Service.  The following two links to our website provide information that is requested.   1.  Participating List.  This link is a list of colleges and universities that participate in our Degree Verify service.  If a school is not on the list, they do not participate in this service.    [redacted]  2.  Verification Services: This link, directed towards background screeners, identifies that we cover nearly 94% of four year U.S. degrees [redacted]Both links have access to a Contact Us page that provides our email address and telephone number for anyone who has questions or needs additional assistance.  The Clearinghouse is always looking for ways to improve our website and appreciates the feedback [redacted] provided.  His suggestions will be escalated to our Marketing department for consideration in future website enhancements. Kind regards, Vicky E[redacted]National Student ClearinghouseManager, Customer Service

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 summary. The...

National Student Clearinghouse serves as the web order management agent of academic institutions but does not process or sent transcript orders. The 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 transcript. We consider this order to have been fulfilled and that the student's desired settlement was satisfied.Sincerely,Rome P[redacted]Legal CounselNational Student Clearinghouse

February 20th, 2015
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 transcript. Unfortunately, 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 10 business days, if not sooner.
Sincerely,
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 response. If 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 college. I'm a Veteran with 10 years active duty service in the Army attending a University and will soon be attending graduate school. This issue causes me great trouble when the Universities want a transcript from a college I do not have transcripts from. Attached are the same two letters from [redacted] College that have been provided to Students National Clearing House. Until now my telephone and written complaints have went unanswered by Students National Clearing House. This is causing a negative impact on my education through no fault of my own by Students National Clearing House providing false information.
Regards,
[redacted]

July 22nd, 2016 Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 K Street NW, 10th Floor Washington, DC 20005-3404 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 summary. The National Student Clearinghouse serves as the web order management agent of academic institutions but does not create or send transcript orders. Transcripts 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 directly. Transcript delivery is predicated on the correct recipient information being provided during the ordering process. Before receiving a complaint through the Revdex.com, we had been in contact with the student regarding this order. We determined that the recipient field had been incorrectly completed due to a misunderstanding as the student placed the order. Furthermore, 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 one. The 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 one. The student indicated she was satisfied with that resolution and thus we consider the matter closed. We recommend that the student remind the institution of this arrangement once she completes her new transcript order. Sincerely, Rome P[redacted] Assistant General Counsel National Student Clearinghouse

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 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 directly.
After reviewing Ms. [redacted]'s complaint, we do understand her frustration. We are currently evaluating the wording of our electronic transcript expiration notice that is displayed to our customers when they go to retrieve a transcript. We strive to be consistent and clear in our communications with our customers and appreciate Ms. [redacted]'s feedback.
We 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 questions.
Sincerely,
Grace S[redacted] Supervisor, Compliance Assurance
National Student Clearinghouse

I have ordered two transcripts from this company and both times something has gone wrong with my order. The first time I was ordering an official transcript (paper copy) to be sent to the university I would be transferring to. I paid my money to get my transcript sent but it never showed up at the university. When I called they had no answer. The second time I just needed something unofficial so I ordered the pdf file to be emailed to myself. I received the email with the link and password but would never open. I made sure I had the updated version of A[redacted] as they requested and still the transcript I have paid money for has not been produced. They have no issue taking your money, just following through on sending a transcript.

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