The College Board

[redacted], mother of [redacted] contacted The College Board on Friday March *, 2016 with regards to the March *, 2016 SAT exam. Her complaint was due to a photograph on her...

daughter's registration that did not meet our guidelines.  I made outreach on Friday, March [redacted] via the telephone number listed in her case.  She did not answer and a voicemail was left asking that she call back and I provided the hours that I would be available that day.  I did not have a response from the customer on Friday or the following week so on Wednesday, March [redacted] I checked her account to see that she had chosen to transfer the March SAT registration to May.  At that time I made outreach via email and advised that it appeared her case was resolved since they had transferred the registration. Her case was then closed.  A new case was received regarding the same issue on March [redacted].  At that point I made outreach again via her phone number and left another voicemail, I also sent [redacted] the email listed below.  I outlined to [redacted] the policy for our photo requirements as well as making changes to the registration.  I explained that based on our policies the fee of $28.00 that she paid to transfer her registration was valid.  I included in my email links to our website regarding both policies so she could review them herself.  She has been provided all of the information pertaining to her case and there is no further action that we can take to rectify her situation.  The responsibility to ensure a valid photograph is loaded onto the admissions ticket belongs to the student/parent who is registering and in this case the photo that was added did not meet our guidelines. 
Greetings [redacted],

I just left you a voicemail regarding your case.  I wanted to follow up with some more information regarding this situation.  To clarify, The College Board does not make outreach to the test centers regarding student photographs.  In some instances test center supervisors will review their rosters and make outreach to students if they see a photograph that does not match our policy.  However, this is not something that is prompted by any outreach from us nor is it encouraged. 

Per our terms and conditions it is the student’s responsibility to ensure that their photograph meets the guidelines as outlined on our website.  Unfortunately, [redacted]’s photograph did not meet those guidelines.   You can review our photo policy at the following website [redacted]. 

Unfortunately, because it is the student’s responsibility to upload a valid photo, the change fee of $28.00 that you paid to transfer the registration is a valid fee.  Additionally, any changes to a registration must be made 5 days prior to the exam.  Again, you can find the information on changes at the following link [redacted]. 

While it was courteous of the test center supervisor to contact you directly regarding the photograph it was not something that would have warranted an exception to our policies. 

If you have any questions regarding our policies or photograph requirements or any additional concerns surrounding your case, please do not hesitate to contact me. 

You can reach me directly at ###-###-#### Monday through Friday from 9:00 AM - 5:30 PM EST or at [redacted]

Sincerely,

Vanessa D[redacted] Customer Care Specialist Ces The College Board

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 mine. Websites can be changed/updated at any time. I have no way of proving if it said that or not at the time my daughter and I were searching their website. All 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 choice. That is what I took a screen shot of and sent to you in my first complaint. At best, then, they have contradictory information on their website unless they have changed that page as well. It 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 up. You can just list me as an unsatisfied customer for life with this company on an issue that will not be resolved. Trying to communicate with this company is like talking to a brick wall. As I stated earlier, they do not have to cooperate with people, because our children are forced to take their test to get into college. We are forced to pay whatever ridiculous fees they charge. They 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 college. My daughter has taken another test. I will use those scores instead of her SAT scores whenever possible as she is applying to colleges. So far I have only had to pay for scores to be sent to one college. I hope that is the only one that I will have to pay for, and I am extremely thankful that this is my youngest child. I don't have to deal with this company ever again. However, that will not help all of the others that will have to deal with them in the future. I feel for them!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I reviewed this account and found that the customer contacted within 24 business hours of completing the registration.  A full refund has been issued.  The customer can expect to see the refund back to the card they used to pay in 3-5 business days.  I attempted to advise the customer...

by phone but at this time, I have only received a busy signal.  I will continue to try.

Per case manager [redacted]:
I spoke with the Director of Admissions at the university and she confirmed that the report was never received. The student forwarded the email that she received...

indicating that the university did not receive the scores. The Director confirmed that the notice is only sent if scores are not yet received, not based on meeting score requirement. Per review with my director, I was able to refund the fees per confirmation with the school. I spoke with the student to advise of the resolution and she required no further assistance.

Based on the fact that the customer stated she was not given a return call, Victoria W[redacted] followed up and reached out by phone on 4/*/16.  At this time, there have been no further follow up from the customer on this issue.

Below is the response from [redacted] who was the students [redacted] tested theNovember *, 2014 SAT exam. The student misgrid his answer sheet and as a resultthe answer sheet went through our exceptions scoring process which can take upto 3-5 weeks...

after our initial score release for the student’s scores to becomeavailable. The student’s parent, [redacted], called in on 12/* to inquireabout her son’s November 2014 SAT scores. Student had a deadline of 12/** forhis counselor to complete the student’s transcript to be sent out toUniversities. Parent has called back on 12/**, 12/**, and again on 12/**.Parent has been advised of 3-5 weeks for student’s scores to be reported and thereason for delayed scores. On 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 7-10 businessdays. I advised I could work with the student’s counselor regarding the hisdeadlines and his delayed scores. I also sent a follow-up email to both theparent and the student advised again of 7-10 business days for scores to becomeavailable. Advised to contact me to discuss further.

The students scores have been sent and outreach has been made to confirm.

Customer Care Specialist, Victoria Work, responded to the customer and advised of options.  She advised the student to attempt to test and if they were not admitted, to contact her back directly so that she would assist with a test transfer at no cost.  At this time, we have not received a...

response from the customer.

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:

scores must also be resent to [redacted], WA as previously paid for. See attached College Board confirmation email.
For the record, NONE of the schools ([redacted], [redacted], [redacted], [redacted] or Olympic College) purge official SAT scores. Registrar staff unanimously advised that if scores are received, they are immediately entered into permanent student information, creating a new file if necessary. The fact that all five institutions did not receive either the 2009 or 2010 scores illustrates an issue with College Board reporting mechanisms and not the educational institutions.
 
Thank you.
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

A refund has been issued per the candidates request.  They have also been notified of this refund.

The students scores are now available and can be viewed via his online account.  The students first and list name were switched on the AP data that was loaded and accounts had to be manually combined.

The name that is on file for the student was the name
provided by the parent/student when they created their online account on
1/**/14.  College Board does not have a
system in place to check for correct spelling or punctuation in a name as we
rely on the person...

creating the account to input their demographic information
correctly.
The student had several institutions listed on their June
2014 SAT registration.  Once scores became
available for that test, they were sent to all institutions as requested.  Information on scores sends can be viewed in
the student’s online account under their score send history.  We also have proof in the form of batch
numbers for each school, that the scores were sent.  The matching criterion used at the university
level to match scores with student applications varies by university.  In this case, the school the student applied
to has matching criteria that will not allow scores to be matched to
applications unless the name matches exactly. 
This is not a College Board system and we cannot account for each
individual universities internal process.
Had we been contacted once the parent and student realized
the product they requested had not reached the school, we could have investigated
the issue with the schools to find out why they did not received the original report.  Instead, the parent chose to place and pay
for another order to be sent.  We fulfilled
this order as requested and therefore the fee is valid. 
Our system will allow orders to be placed to any school that
is requested by the student and orders can be placed multiple times.  There are many reasons why a student would
need to resend scores to a university. 
For example, if a student sends scores to a school and decides not to
apply at that time, they may need to send scores again at a later time as
scores are only kept on file at the university for a time frame which is
determined by the individual school.  It
is up to the student and parent to know what has already been sent and what is
needed for their individual college applications process.  We help to support these decisions by
providing the student with a detailed list of their scores sends in their
online account.  That said, it is ultimately
up to the student and parent to make decisions and place order based on their
individual needs.  College Board will
then fulfill those requests.

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:

Again, for the record, the College Board did not deliver the scores on the date promised.  The delay was due to the College Board's disorganization and mishandling of my son's test.  Regardless of the bubble my son marked, only one type of Spanish test was offered on November [redacted].  The College Board should be well aware of this and therefore there should not have been a delay of two weeks.As stated before, it took a College Board representative an entire week to return my 12/*/14 phone call inquiring why the test scores had not been released, even though I explained to the representative that the  scores were due to the colleges by 12/*/14. No representative at the College Board seemed to know why the test scores had been "suspended" (as described by the supervisor I spoke with on 12/*/14). This is not only terrible customer service, its frightening to know that by not meeting the promised deadline for release of scores, the College Board is responsible for compromising a student's opportunity to be accepted to a college or university and thus, the student's future.  The College Board has created a tremendous amount of undue stress for me and my son by not delivering the product on time.  I continue to demand refund of the testing fee as well as tutoring fees, and a formal apology.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Scores became available today.  We have contacted the parent / student to notify.

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...

receipt. A PDF copy of score report has been e-mailed to direct contact at the school. A voicemail was left for the student to notify.
No refunds were processed for 12/**/2015 order as PDF score report copy was sent to the requested school. Customer requested this action when he was contacted by T3 Agent on 1/**/2016. Customer not approved for refund of order and PDF score report copy was sent to requested recipient.

Contact was made with the customer on 10/* and a receipt was provided.  There was no registration completed and paid for regarding the October SAT so no refund can be issued for that.  A refund was issued for the cost of the book the the customer did not receive.  I have also attached...

a copy of the order receipt to this response.

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]

Student's scores are available and notification was provided.

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 thought I did include the part about the proctor. Can you ask her why she was complaining about her co workers, the fact that she doesn't have a PHD and feels taken for granted, and also why I needed to know she was about to miss work but the co workers haven't been told yet. Extremely unprofessional and distracting!! I feel this is so very unfair.
Sincerely,
[redacted]

The College Board has investigated this complaint with each of the schools and all three were able to go into their records and retreive all sets of SAT scores from the files that were sent in November 2015. A refund will not be issued because the schools were able to verify that...

all scores that were ordered were sent. This information has been provided to the customer via e-mail subsequent to the call described in the complaint.