The College Board

With 7 days notice, College Board cancelled my daughter's June 2022 and would not provide alternative options. We are spending up to $10K for SAT prep aiming her ready for this June test and now its wasted. The supervisor at the College Board was insensitive, unhelpful and claimed it was the fault of the testing center. The College Board is responsible for fulfilling their obligation to test students according to our schedule. This organization needs outside regulatory supervision- it should not be allowed to operate as is.

Had signed up for a test in Santa Barbara, as no test center was closer than 1.5 hours way. Day of the test arrived to find the testing was cancelled with no previous notification.

Tried to reschedule, and even got them to escalate this to get a seat closer to home. No action taken just the same "we have no control" they still have not refunded the money from the cancelled test. I would give them less than 1 but that is as low as it gets.

This is a scam organization that takes your money.

Dear Revdex,

Over three weeks ago, my son signed up to take the test, but when he showed up with his PA drivers permit photo ID, they said it was too dark and they wouldn't let him in. They didn't give us the option of going to get his passport. They just said he couldn't do it. When I called 3 days later to get a refund for the services not provided, the customer service representative based in the Philippines said it was too late to "reschedule a test". I told her I wasn't interested in "rescheduling", I want a refund because he wasn't allowed to take the test. It's been 3 weeks and I've called multiple times. No one at their 866-630-9305 number is allowed to give refunds. They apparently aren't allowed to transfer to their manager. They tell you that your complaint has been sent to the Escalation Department, but no one from that department ever calls or emails. Ridiculous. How can they charge you for a service they didn't provide? If I ordered take-out and when to pick up my food and the restaurant wouldn't let me, they would have to give me my money back.

No where on their website does it say your money will be withheld if you child's ID is deemed unsatisfactory. I'm still looking forward to a resolution to this problem before seeking help from a consumer protection agency or the Better Business Bureau.

Below is the response from [redacted] who was the students [redacted] : [redacted] tested theNovember *, SAT examThe student misgrid his answer sheet and as a resultthe answer sheet went through our exceptions scoring process which can take upto 3-weeks after our initial score release for the student’s scores to becomeavailableThe student’s parent, [redacted] , called in on 12/ [redacted] to inquireabout her son’s November SAT scoresStudent had a deadline of 12/ [redacted] forhis counselor to complete the student’s transcript to be sent out toUniversitiesParent has called back on 12/**, 12/**, and again on 12/**.Parent has been advised of 3-weeks for student’s scores to be reported and thereason for delayed scoresOn 12/**, I reached out viaphone and left a voicemail message and explained student is in the final stagesof the scoring process and his scores should become available in 7-businessdaysI advised I could work with the student’s counselor regarding the hisdeadlines and his delayed scoresI also sent a follemail to both theparent and the student advised again of 7-business days for scores to becomeavailableAdvised to contact me to discuss further

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 file He 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

Good Morning, ***'s scores had to undergo and exception scoring process due to the student submitting a duplicate answer sheet on the day of the exam The student's scores are now available and can be viewed via their online account Thanks!

College Board is aware of the issue and is working to make the needed changes to the process

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] The College Board only reached out to me because I listed a complaint with the Revdex.com, and yet the woman from customer service acted as if she was following up on my request to them, which was absurd, but then acted as if she didn't know any details about the complaint She asked what the problem was and when it happened, as if she hadn't received the information from Revdex.comSecondly, she proceeded to restate the exact same scripted information that I had already been given, which was unsatisfactory then and it still is nowI only wish that this script that they are sticking to now had been given to the woman I spoke with from customer service who gave me the wrong information in the first place! Not knowing that I was getting incorrect information back when I did in November, I didn't know to write down the first name and ID# of the person I first spoke with, which I highly recommend to anyone reading this! When you deal with anyone over the phone at CollegeBoard.org, write down his or her first name and ID#, and the date and time you spoke with them and keep the information in your fileThey will provide you with this information at the beginning of every call, and they give it to you quickly, so ask them to repeat it, and write it down When I told her that I already received this information, which was the basis of my complaint, she kept repeating the same script, as if it would resolve the issue if she continued to say the same thing multiple timesAfter going around and around like this for a few minutes, and her repeating the script AGAIN, I told her that we didn't need to keep going over itIt seemed as if she didn't want to be the one to end the phone call, so she kept asking me how we could resolve this, and I told her we couldn't if, and I repeated myself: she wasn't able to tell me when the scores would be sent or give me a refundShe told me that she could not tell me when the scores would be delivered but that it would be "soon" and could not refund me, and then she asked me again how could we resolve this? She seemed prepared to stay on the phone with me as long as it took to motivate me to end the conversationAfter another round of this, I wasn't going to keep repeating the same conversationI thanked her for her time and I hung up, which isn't the same thing as hanging up on someone, in my opinionI'm not saying that I wasn't frustrated but I feel confident that if someone listens to the recording of the call, it will be apparent that she was using a well-known customer service tactic of pressuring the customer to be the one to end the conversation and then saying that the customer hung up on them, to make it appear as if the customer is the problem CollegeBoard has NOT resolved this issue to my satisfaction What I will not appreciate however, is another phone call from CollegeBoard.org to repeat the same script over and overIf they are willing to give me a refund and/or notify me that they are changing the way that they communicate with customers, then I would appreciate a call Otherwise it would be a waste of my time and their timeCollegeBoard is operating this way because they can, because there is no consumer choice here, families are forced to use them if they have a student taking these exams and we have no other entity to appeal to when things go wrong It is very frustrating indeedMeanwhile, my son's scores are still "pending", a word that I have developed a very strong aversion to! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Below is the information as provided from the case manage how handeled this issue: Below is the information I found regarding this matter · Confirmed the student contacted College Board on and spoke with an agent to have scores placed · Confirmed agent sent scores to the incorrect DI · Confirmed a new order was made and scores were sent As this was an agent error, we are able to issue a refund for the student for the rush fee of $ This order has not yet come through to our financial system, however, once it has hit the account, I issue a refund Below, I have provided the actions I’ve taken on this inquiry · I contacted UC Berkeley and spoke with [redacted] She advised that regardless of when scores are sent, it takes a little over a week for scores to be processed and applied to a student’s fileShe did confirm that they have not received her AP scores, however, AP scores will not prohibit the student for enrolling in any classes [redacted] also stated that the student is already enrolled with classes [redacted] requested that I email her a PDF copy of the score report to see if any exceptions can be made with manually entering these on the students account, though, there’s no deadline for receiving AP scores · I attempted to contact the student twice via phone, however was unsuccessful as I kept receiving a busy signal I emailed the student and requested that she contact me so we can further discuss I provided her with my contact information as well as office hours · I generated the AP score report and emailed it directly to *** · Once the order has hit our financial system, I will issue a refund and advised the student of the timeframe 5-business days to receive this back on their credit card

Revdex.com:At this time, my complaint, ID [redacted] regarding The College Board has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted] ***

Good Afternoon [redacted] ,A CLEP Customer Servicerepresentative will be in touch with you within the next 24-hours to speakwith you about a CLEP Voucher/the renewal of your CLEP registrationWhen your order was placed, theordering terms and conditions and the expiration policy were included (1) inthe ordering FAQ and (2) on the right-hand side of the ordering screenOver the past few months, the CLEP Program has made several major enhancements,which include expiring ticket email reminders and more prominent expirationmessagingWe do apologize that the messagingwas not as prominent when you placed your order and look forward to workingwith you to renew your lapsed registration at no additional cost

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 resolvedThe business, The College Board, responded promptly and credited us the late fee (the main issue in my complaint) Sincerely, [redacted] ***

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: This will remain their word against mineWebsites can be changed/updated at any timeI have no way of proving if it said that or not at the time my daughter and I were searching their websiteAll I can tell you is that my daughter and I looked over their website on all pages concerning sending scores and the only information we could find was that students received nine days after taking a test to send four free score reports to four colleges of their choiceThat is what I took a screen shot of and sent to you in my first complaintAt best, then, they have contradictory information on their website unless they have changed that page as wellIt still remains really, really strange to me that in all of my correspondence and communication with their representatives during all of this time period that no one ever directed me to the page or information mentioned in their reply to you Nevertheless, there is no need for you to continue to try to resolve this case, because I give upYou can just list me as an unsatisfied customer for life with this company on an issue that will not be resolvedTrying to communicate with this company is like talking to a brick wallAs I stated earlier, they do not have to cooperate with people, because our children are forced to take their test to get into collegeWe are forced to pay whatever ridiculous fees they chargeThey do not have to worry about customer service, because we have no choice but to be their customers if our children are trying to go to collegeMy daughter has taken another testI will use those scores instead of her SAT scores whenever possible as she is applying to collegesSo far I have only had to pay for scores to be sent to one collegeI hope that is the only one that I will have to pay for, and I am extremely thankful that this is my youngest childI don't have to deal with this company ever againHowever, that will not help all of the others that will have to deal with them in the futureI feel for them! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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 Sincerely, [redacted] *** Also, The College Board contacted me this afternoon and informed me that they were sending my scores to my [redacted] address If they do not get here, I will add to this complaint

The State of Michigan just switched to this test and what a horrible experience it has been My daughter took it in March and entered her choice schools to send her score She then took it again in April through her school We received the March scores about weeks (!!) after she took the test and only a few days before she received the April scores By the time we received both sets of scores, it was already "late fee" time to register for the May test There were no test sights located in our county, so we drove an hour away to take the May test The April and May scores were never sent to her choice schools because they do not want to "assume" which schools you want them to send the scores to, really?? The ACT service carries your school choice forward and automatically sends them, NO Problem!! Not SAT, now it is another fee, $12, for each school you want to send the scores to O.K., so on I paid for them to send my daughter's scores to a University and they immediately charged my credit card Now on 816, they still have not sent the scores Their "customer service" (HA HA) person informed me that it takes 1-weeks and when I told him it has already been days, more than weeks, he couldn't respond Shame on the State of Michigan for choosing such an incompetent vendor and putting our children's future in their hands!

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 notify No 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

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: Although my issue has (for the most part) been resolved, The College Board fails to acknowledge that they have a real issue with their servicesThe only thing I requested was that my documentation be sent electronically, which wasn't even doneInstead, they mailed the documentation, which took time to sort and process manuallyI have a meeting with my enrollment counselor tomorrow to discuss the results of my transcript evaluations, and this meeting cannot happen without the AP scores having been processedIt is now too late for the electronic processes to take place and I must just keep my fingers crossed and hope that my institution is able to process my documentation by hand (rather than digitally)In short, at this point, The College Board cannot resolve my issue In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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: I have seen the scores and we did get notification, however, the basic premise remains unclearWhy did not a single person return my calls in the time frames they provided me? Why was there a delay on publishing some of the scores and not the othersThe fact that some where delayed and others were not and some still have not been published leaves me feeling uncertain about the validity of the scoresThis process should be transparentThere should not be secrets when delays occur it hurts the credibility of the program Thanks for listening Sincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

No fax has been received from this customer We request that the Revdex.com close the complaint at this time as customer has been given clear instructions on how to submit documentation and it has not been received

Per case manager [redacted] ***: I spoke with the Director of Admissions at the university and she confirmed that the report was never receivedThe student forwarded the email that she received indicating that the university did not receive the scoresThe Director confirmed that the notice is only sent if scores are not yet received, not based on meeting score requirementPer review with my director, I was able to refund the fees per confirmation with the schoolI spoke with the student to advise of the resolution and she required no further assistance