The College Board

Student's scores are available and notification was provided.

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.

This refund should have been issued upon the initial call and the representatives will be coached. The refund has now been issued and a voicemail has been left for the customer to inform.

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 services. The only thing I requested was that my documentation be sent electronically, which wasn't even done. Instead, they mailed the documentation, which took time to sort and process manually. I 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 processed. It 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]

Details regarding the delay in score delivery can be found on our website:  [redacted].  This students score report order has fulfilled and the parent has been notified.  The student can also see the fulfillment via their...

online account.

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:

 My daughter would still like to register for the makeup February 2016 SAT.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We were able to locate multiple accounts for this customer. The SAT scores were under [redacted] and the PSAT under [redacted]. The accounts...

were merged and we called father to advise and sent a follow up email with the information.

Customer Care Specialist Tia B[redacted] spoke to customer yesterday and placed a new order to have the report located.  Mr. P[redacted] should have her direct contact information and should contact her directly regarding any questions and status of the score report.

In regards to the case for [redacted], concerning his son
[redacted], we have conveyed the following information to this
customer.  The College Board released information to the public shortly after the June exam informing them of the
issue with the June *, 2015 SAT Exam.  This information was then updated
on our website on June [redacted].  The announcement that was
released on our website contained the following information: “Q: Is there an
opportunity for students to take the test again?We
remain confident in the reliability of scores from the June * administration of
the SAT and don't want to cause undue anxiety for students by making them
believe they need to sit for the test again. However, we have waived the fee
for the October SAT administration for students who let us know that their
testing experience was negatively affected by the printing error and we will
continue to do so, through the September * registration deadline for the
October administration.”Please
refer to the rest of the announcement at [redacted] created a case on 10/**/15 requesting a refund for the amount he paid
for the October registration.  This was the first contact made by [redacted] to The College Board concerning the issue of the June *, 2015 SAT®
exam.  He was advised at that time that the deadline had passed to receive
a waiver for the October SAT® registration as that deadline was September *,
2015. A
second case was created and contact was made with [redacted] on November **,
2015 regarding the same issue.  At that time, the information was provided
to [redacted] regarding the June *, 2015 SAT exam.  He was informed of the
announcement on our website and that the deadline was September *, 2015. 
He asked why it was not a standard refund offered to all customers and was
informed that these issues were reviewed on a case by case basis, per company
policy, for students or customers who contacted us prior to the September [redacted] registration deadline.   At
this point in time an exception will not be made for [redacted] to receive a
refund for the October SAT® registration.  The deadline was clearly posted
on The College Board website as early as June **, 2015.  [redacted] did
not contact our company until well after the deadline and after the
administration of the October SAT® exam.

Lead Customer Care Specialist, Reid R[redacted] has made contact with the customer.  A refund was issued for the initial archive fee as the customer was provided misinformation by the original call center agent she spoke with.  Reid is working with our internal data team to obtain the...

percentile information and will maintain contact with the customer.

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.
I would like to thank Revdex.com for helping me solve this matter. 
Sincerely,
[redacted]

The College Board does not administer the ACT and cannot address this complaint. This should be directed to the company that offers that particular test at [redacted].

Better...

Business Bureau:
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]

The update was made 8/**/15.  A message was left today by James M[redacted] AP to confirm this information.

The customer's account and call history have been reviewed and refunds have been issued in the amount of $31.00 and $42.25 for the replacement order that was placed on January ** and its fulfilment.

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 appreciate the business's response but I have a new issue. I took the SAT with Essay on Saturday November *, 2016. I had multiple issues which included: being given the wrong test booklets, vulgar language from the testing proctor, lack of instructions from the testing proctor, overall disruption and lack of concentration within the testing center, constant ringing of the proctor's cell phone, and many more issues. I would like to speak with someone about these issues and my experience while taking the SAT with Essay before the scoring of my test, and to see what can be done. I called the general customer service, and they told me that it can take up to fourteen business days for a response. By that time, my test will be scored. If someone can get back to me ASAP. 
 
 
 
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]

Customer care specialist Colleen M[redacted] spoke with the parent of [redacted] regarding the score sends. She advised her of a delay in sending scores and offered to work
with the colleges. She has contacted the University of [redacted] and will
be emailing the student’s scores to the...

admissions office. The customer seemed very
satisfied with the resolution. The customer was also refunded her for the 3 duplicate orders
that she placed.

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]
 
This company is full of incapable irresponsible people who are set to mess up your life.    They promised to correct info. on my admission card for the test for the first test I was sitting, but did not do so on time so I could not take the test.     They logged it as an issue with a number, and promised a 48 hour response.   It did not get dealt with for weeks - the test came and went.   To reach them - long hold times, explaining the subject again and again and of course, dealing with someone on a different continent, who is mostly reading from a script.    NEXT WHEN THIS ISSUE WAS FINALLY RESOLVED and the date set down, some weeks later - THEY MOVED MY TEST TWO MONTHS, OF THEIR OWN CHOICE, and then WOULD NOT MOVE IT BACK AGAIN.     So, I lost my chance to get to University this year.   A year wasted for my education.   AND THEN they try to shift the blame to me.    This company is badly run, full of people that have no power to do anything, the rot probably goes all the way to the top.    They think someone is not going to swear when they do this to someone?
And now they do not admit their wrong?    In a word [redacted].
 
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.
However, I do not believe it is satisfactory to College Board's other customers who may still remain in the dark about the company's non-functioning system. Had I not rigorously followed up with College Board I would never have known that my scores were NOT being sent; nor would anyone at College Board.
Each college has a deadline for receipt of scores. By keeping customers in the dark about the company's failures, College Board is risking the education and futures of all of their customers.
The time to tell customers that the company's system is down (which it has been for months), and that because of this orders cannot be processed, is *before the customers pays for the service -- not after.
Because College Board is a monopoly, the only organization who can distribute SAT scores, it is understandable that customer service does not rank as a priority. Ethics, and right business practices should be reviewed carefully at this organization, and should be reviewed under public scrutiny.
Sincerely,
[redacted]