The College Board

Customer care specialist, Brandy A[redacted], worked with this customer.  We found that score recipients were added to the college list rather than the registration.  We have made a one time exception to send scores at no charge and educated the customer on the process.

Scoring was delayed for this test due to the test taker filling out information on the answer sheet incorrectly. This required manual correction and the test has now been scored. Scores were released on Monday, February ** and the customer has been notified.

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.
On October *, 2014, I received the 2002 Bulletin and I read the Collegeboard policy.
Thank you very much.
Sincerely,
[redacted]

The student's account information was updated on 5/**/16.  We have confirmed with the parent that the student was able to test.  This issue should now be resolved.

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:

Thanks you for your response, College Board sent the SAT score on Oct ** for the [redacted] (Oct *) request after we call and complaint. The 2nd request (early Oct ** before they sent [redacted] request) for 2 days service did not sent as they say will sent out in 2 days with the charge more than 42 dollars for the second time. If they did not provide me this service they should not charge it and refund to student it turn out I pay them 2 times (one for regular and one for rush service). I have included the capture pic status I just login today on College Board. I just want It to be fair and honest with student. Have a good day and thank for your help.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Morning,We have confirmed that the student accommodations has been approved and a letter mailed to the address on file.  [redacted] has left a message to discuss the details of the complaint with the customer but has not heard back as of this...

response.Thanks.

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]
I resent the fax twice today with a paper presenting what and who it was for
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have researched this complaint and found the case that the customer is referring to. The makeup test has now been canceled and the $54.50 refund has been issued.

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]

Good Afternoon,[redacted] was sent a detailed email on 11/**that explains our score reporting policy.  At this time, we have not received a response.  He has also been contacted by phone.  A voicemail was left with the contact information of his case manager.  On other...

attempts to reach him, the phone rang busy.  If [redacted] requires additional assistance, he can contact his case manager directly.  He should contact [redacted] at ###-###-#### or at [redacted].

Per customer care specialist, [redacted]:
·
font-stretch: normal;">         Consolidation of all SAT® and PSAT® accounts for the student has been completed. Account and Scoring information is viewable under username [redacted].
·         Processed refund of the $15.00 scores  over the phone fee, as the student’s account should have been merged and student would have been able to view the scores at no cost.
·         Called parent and LVM to advise of actions taken.
·         Also emailed parent to advise.

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]...

Per Customer Care Specialist Oscar Soto:
I contacted [redacted], and she insisted that she signed up for SAT® months ago in hopes of getting into...

college. However, she was accepted into a school that did not need SAT® scores, and after talking with her a bit, I went to my supervisor for some guidance on this issue. After pushing back a bit more, I went ahead with requesting an acceptance letter, making no guarantees. She submitted the acceptance letter via email, and it was approved by my supervisor. I refunded the registration, and sent an email notifying that the refund was processed.

On [redacted] a copy of the second page of the answer sheet showing which test was bubbled was sent to [redacted] via e-mail. She has been advised that the delay was due to test-taker error and that the College Board would not be issuing reimbursement.As of today, [redacted] has been advised of College Boards final decision regarding her case and the student's scores are now available. We are requesting that this complaint be closed, though we understand that the customer may not agree with the resolution, College Board does not offer the type of reimbursement that she is seeking.

Good Afternoon,The resolution the customer is requesting will not be provided.  We will address the concerns regarding our call center agents directly to better assist our customers in the future.  When a make up exam is arranged and administered, options are provided are the same for all students.  Make up scores will be made available and can be utilized at that time.  The original set of scores are now considered invalid as a make up exam was taken due to an dirsuption.  A refund will not be issued as testing materials were used and scores will be made available which can be utilized at that time.  We are requesting this complaint be closed at this time.Thanks.

Review: My son [redacted] was registered to take the College Board SAT exam on November *, 2015 in Sao Paulo, Brazil. The College Board cancelled this test and reschedule it to November **. My son is unable to take the November ** exam and he has already paid for the December * exam. After the December * test, he does not need to take other exams. Therefore, we are requesting The College Board to refund the amount paid for the November * exam, but they are refusing to give us a full refund. They offered US$ 10,00 as a refund. It is absolutely unacceptable, since they are the ones that cancelled the November exam!Desired Settlement: I want to receive a full refund for the amount paid for the November *, 2015 SAT exam which the College Board cancelled.

Business

Response:

I have issued a full refund and notified the parent by phone this afternoon. This is an exception that we offer for refunds and I will follow up with our call center regarding why it was not offered from the beginning. I provided my direct contact information in the event of further questions or issues.

Consumer

Response:

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,

Review: On January **, 20**, I submitted the following formal complaint to the College Board's SAT program.

To whom it may concern;

My name is [redacted] and I am the College Counselor for [redacted], in [redacted] State of the FSM. I am responsible for 35 senior class students and 25 junior level students. Our senior class recently registered for and took the November * SAT, and it was the worst experience I have ever had working with any organization in my time as a College Counselor. I would like to lodge a formal complaint with The College Board and SAT Program to make sure that nothing like this happens again.

Because there is very limited internet here in [redacted], we register by paper for all of our students. This not only takes more time, but it also complicates working through any problems that arise.

On September **, 2015, I sent an envelope with 36 registrations for the November * SAT. In that envelope was a cover letter, asking for the cooperation of the SAT Program in regards to helping our students. The first thing I requested was for all admissions tickets to be sent to me at [link removed] (the email address on all of their registration forms, where they did fill in the bubble requesting an electronic copy of their ticket). This request was never acknowledged, and was not honored. I also requested assistance in sending the paper admissions tickets with expedited shipping to [redacted]. These tickets arrived on November **, 2014, 5 days after the SAT test date.

Because we did not have admissions tickets or confirmation emails for a majority of our students in the week leading up to the test, I repeatedly called and emailed SAT asking for assistance. I spoke with the Help Center in Durant, OK, with Elizabeth and Kim, as well as a supervisor named Brittany. I do not have their employee identification numbers. They were very friendly on the phone, but ultimately did not help the situation, and because of that, I still did not have a single admission ticket on November *, the day before the test. They filed multiple escalation requests, which were completely ineffective. I spent hours on the phone with SAT, finally receiving the tickets at 6:00am the morning of the test.

Furthermore, one of our students was unable to take the test because of a mistake on the part of the SAT. For a reason unknown to me, I received an email saying his registration arrived too late to be processed, even when the remaining registration forms arrived on time. His was in the envelope with all of the other registration forms, and when it was returned to him, I checked it multiple times, and there was absolutely no reason for his registration to be canceled. Because of this, and the fact that the only testing center in [redacted] is only open once in November and once in May, my student was unable to retake his test before college deadlines, which is absolutely unacceptable.

To make matters even worse, I received an email yesterday from the College Board regarding a delinquent account for one of our students, [redacted]. It said she owes the College Board $54.50, often the result of a declined credit card. The problem is, [redacted] sent in a fee waiver with her registration form, and that was never returned to us as incomplete or invalid. I want to make this very clear: [redacted] owes the College Board nothing, and she cannot afford to and will not pay the College Board any money.

The reason I write all of this is because I expect a change to the way I interact with the College Board in the future, especially as we begin to register the current juniors for the May SAT. I am requesting a contact for an actual SAT/College Board representative that I can work with throughout this semester should any problems arise. Spending hours on the phone trying to fix the College Board’s mistakes is not acceptable, and takes me away from my job supporting the students here at my school. Emailing [link removed] and not getting a timely response, or receiving no response at all, is not acceptable.

I truly hope College Board will actively look into this matter and will find a suitable remedy to this problem. You provide a necessary service for our students; however, it should be much less painful and time-consuming for students and counselors alike to work with the SAT.

--

The complaint was registered on January **, with a response saying my email was received and I would receive a response from the College Board within two days.

On February *, I emailed the College Board again, replying to the original thread and asking why I still had not received a response. I have not received a response from that email.

Over the past month, I have taken to Twitter to express my frustrations at the College Board. I have tweeted 4 times at the College Board's official account, twice on February * and twice on February **.

On February *, I received a response asking for more details over direct message from The College Board. I provided the case number and a synopsis. I also emailed The College Board one more time on February *. I received a twitter response saying I would hear back "soon" on February **. I messaged them again on February ** after I heard nothing regarding my complaint. I was reassured I would hear soon, and to message them again if I did not hear anything by the next day. Because I heard nothing, I messaged them again on February **, to which I received no response. I messaged again after the weekend on February **, and tweeted to the official College Board account twice on February **. I received a response on February ** saying they have requested an update. I received another message on February ** saying "Educator Services are still reviewing your concerns and our Bulk Transmittal Policy." I was once again assured I would hear back "very soon." I responded on February ** and again on February ** after hearing nothing. I just sent one last message asking for a response.Desired Settlement: I desire three specific outcomes, the last two being contingent on the first.

I first and foremost would like a response to my complaint, as it has been over a month since I submitted it with multiple attempts to contact the company in order to resolve the situation.

Second, I would like the charges on my student's account to be dropped. She mailed in a fee waiver, and if it was not valid, we should have received it back in the mail, which did not happen.

Third, I would like to establish a customer service representative that specifically works with my school so that situations like this do not happen again. I will be starting the registration process for our junior class in the coming weeks, and I need the cooperation of the College Board to make this process successful.

Business

Response:

From Customer Care Specalist, [redacted]’s fee waiver was rejected due to the grade level being processed incorrectly on her registration. The grade level was updated, the fee waiver applied, and finance removed the balance from the student’s account. I emailed [redacted] to notify and provided my direct contact information for further questions or concerns in the future. I also addressed the issue with getting admission tickets to him directly due to limited email access and unreliable mail. Per my discussion with Jen, I recommended that he work with the student’s to have them come to him to print off their admission tickets from their accounts, call Alorica to have the admission tickets emailed to him, and reiterated that he has my direct contact information if he still needs assistance with receiving the admission tickets.

Consumer

Response:

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,

Review: On Saturday Oct *, 2013, my son was denied entrance into the College Board SAT exam testing site at Ansonia High School because the picture on his admission ticket contained another individual including himself. My son, had his school issued ID and his Connecticut issued learner's permit as forms of id but the proctors denied him admission into the testing site. When I called The College Board, I was informed that students were able to upload photos to the website and that instructions were clear as to what were acceptable photos. While this information is true for the website, the printed ticket says nothing about the photo from the website (which is on the admission ticket) would be used as another form of identification. It does state on the admission ticket --that a valid (unexpired, government issued photo ID or school ID are to presented on test day. It further says that the admission ticket 'name' not photo must match the name on the id. Again it does not state that the picture in the photo would be used for any identification purposes. My son assumed the photo was like a gravatar (something used in internet community forum) not for any real identification purposes. The day of the test, the proctors said the decision about whether a student would be admitted lies solely on the policies of The College Board and that they implemented this new stipulation recently (the picture from the website matching their id). However, when I called The College Board today, I was told that ultimately the proctors at the centers make the final decision about who is allowed to enter. Now I feel like my son was profiled and denied admissions without justification. On top of all this The College Board, said they would change his test date, but I would have to pay a 27.50 late registration fee for the next test date. I do not feel I should have to pay for late registration when he had all necessary identification on Oct [redacted] test date.Desired Settlement: I would like to have my son's test date moved to the next test date without paying the $27.50 fee because he was unjustly denied entrance into the test site.

Business

Response:

The parent confirmed and does not deny that her student was turned away on test day due to having multiple people in the photo listed on his admission ticket for the October [redacted] SAT test date. I advised the parent that based on the guidelines and photo examples listed on our website as well as through the registration process her student’s photo was not acceptable.

The parent’s main complaint is that she states nowhere on the admission ticket does it state that the photo listed will be used as a form of identification. The student’s mother confirmed that she did view the guidelines and photo requirements on the website. The parent maintains that the admission ticket is not clear as to what the photo is used for.

I attempted to go over policy in more detail however, the mother continued to talk over me and would not allow for any detailed explanation to be provided. The call ended by the parent stating that she will continue to take the matter higher. She understands that College Board is not willing to waive the test date change fee and is aware that by filing a Revdex.com complaint that does not ensure that her request have this fee waived will occur. She stated that she will determine if she wishes for her son to take the SAT at all and disconnected the call. The test date change fee is valid.

Our photo guidelines can be found here:

Information regarding how we use your photo can be found here:

Consumer

Response:

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 think the attitude of The College Board in this matter speaks volume. No more than two minutes, into the conversation, I was told that the Revdex.com could not force them to resolve this matter. While I understood, this even before filing my complaint some things are just good business practice. I generally, wanted to file the complaint because of the ambiguity of the information on their website and the information on the actual admission ticket. As a result of this, I do feel that the there should be a waiver of the fee. I was told by three different representatives of The College Board that this practice (matching the photo uploaded to their website to the students actual government issue id) had recently started in March of this year. While I'm sure The College Board sees how their information is misleading to students it really irks me that 1) they haven't made the process of uploading photos easier nor have they developed their product well enough to detect that students are uploading the correct picture before TEST DATE!. It was a very disappointing day for my son, after he has worked so hard to be rejected and denied entrance because of a photo when he had a government issued id. If The College Board, think their decision is right then I suggest they change their processes of handling SAT registration.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My daughter enrolled and completed my SAT exam on June [redacted]. and have not received my score yet. I have called college board multiple times in 15 days and no one knows why I college board know why they are not releasing my score. I am very frustrated and need my score on urgent basis. Can you please help.

Regards,

[redacted]Desired Settlement: Release my Daughter SAT Score.

Business

Response:

Customer Care Specialist Oscar S[redacted] spoke to the parent today. The reason for the delay in scores was a billing issue. The customer has been provided with instructions on how to submit payment so that scores can be released.

Consumer

Response:

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]

I have already faxed my credit card informationand I have not received my daughter’s score yet. We have already made thepayment during registration and we need score urgent. So I didn’t bother to payagain. I am very disappointed with Collegeborad for their un-professional andunethical behavior. College board has no respect for student’s future and haveno professional decency to resolve student dispute in timely and professionalmanner.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The students SAT scores are available via their online account. They have been available on the account since payment was received and processed on 7/**/14.

Review: I took the AP Literature test in May. Scores were released in July. Everyone in my class received their scores but I did not. We have called the College Board three times to discuss the matter. The only explanation is code 96. They can only say that the test is "in process" and will get us scores by September [redacted]. There is no other explanation. I daughter college on 8/** so we need the scores nowxDesired Settlement: We would like the test scores for the May AP Literature Test from the College Board.

Business

Response:

Our AP Program has confirmed that they have been in contact with the parent / student to discuss this issue and a retake of the exam has been offered. The customer indicated that they have been out of town and will respond to the option letter that was sent to them by 8/**.