The College Board

Review: My son took the SAT in January 2013 and again in November 2103. He went into his account on. October [redacted] to have his January scores sent and then went in again to register to have his November scores sent when available. You do have the option to put in colleges before the test and scores are available. When we finalized college apps and went in to confirm the scores were sent, we saw that we had been charged twice to send the same scores . To be clear, the January scores were sent twice and the November ones never sent. I called December 16 and was told that CS could do nothing and they would have to send it to billing and I would be contacted in 3-5 business days. I never was. I called again on Friday morning December ** and was told that it would be sent to the escalation department and that I would be contacted in24-48 hours, which I have not been. When I asked if there was someone there that could handle this and take care of it right away I was told no. Customer service apparently cannot resolve anything, only take the same information. I was very clear on both calls that I was not concerned about a refund, just that the scores be sent.Desired Settlement: I would like the November 2013 test scores sent so that they they are at the schools we requested by next week at no additional charge. As we had a fee waiver to take the test and send the first four scores, paying out over another $100 is not possible for us. I just want the scores sent and I would like to be contacted to confirm that they will be at the school by January [redacted], as they should have been there a month ago.

Business

Response:

Outreach was made to the customer today. We found that duplicate orders to multiple schools had been placed on the same day. A refund was issued to each of the duplicate orders. The customer was advised that they can place an order via their online account to send additional scores.

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.

Review: My high school daughter took an AP Environmental Science Exam in may 2013. She received her report in July, with a low score of 2. This seemed very uncharacteristic for her since she had been getting mid 90s in her class grades for the course and had scored a 3 in an AP History and a 4 in an AP language Arts exam earlier. She is also an Honor student and received very high SAT scores. In late September we discussed the grade and decided to try to see if we could determine what might have happened. I wrote a letter to AP Services (part of College Board) on October *, requesting some action to be considered in the matter. I received a form letter on November *, with a hand written reference number at the top ([redacted]) and no explanation other than two checked boxes, telling me I could not get score information because: (check one) - the deadline for getting scores had passed (this had a handwritten "10/*" date on it and initials "**" and (check two with same date and initials) - I did not include a $25 fee for getting scores. I then contacted the offices to find out what I could possibly do and was told by the first person I spoke with ([redacted]?) that there was simply nothing they could do since the deadlines had passed. I was then transferred to another person who told me the same thing and then a third - again, the same curt, cold, response of "we can do nothing since the deadline has passed" - the last person I spoke with was a "[redacted]?"

She told me the rules were on the website - which I was not aware of nor was my daughter and I told her this - she said there was nothing she could do - I told her no, she decided there was nothing she wanted to do - I described to her the fact that the scores did not reflect my daughter's performance in the subject or overall and that if there had been some error, we needed to know since she was applying to colleges and hoping to receive scholarships - this could adversely affect her chances. Further, I stated, I received the letter after October **, so I had no chance to send a check in time to make the request - what accounted for the delay in getting this letter that had an Oct. * date on it? Had I received it just after that I would have had time to send the check. This woman just simply refused to say anything other than, I am sorry but the deadline has passed and there is nothing we can do - may as well have been talking to one of their scoring machines - this is not my idea of customer service. She gave me another reference number: [redacted]. Moreover, we paid a lot to take these exams, so in fact, one could argue we should have some ownership of the test - including the end result. The website should have some section that addresses questions like this that I am sure come up often - there is always the possibility of extenuating circumstances, errors and so on - the vague reference to a deadline (in fact it says "September **" - no year given) buried in a lot of text is not something that adequately informs the consumer of what the terms and conditions are - also, no one ever says to parents or students, make sure you understand what the terms and conditions of the services are. We may have made a mistake in waiting to address the issue (my daughter was so upset she couldn't even talk about it until now), but we should not have her future jeopardized by a bureaucratic stone wall.Desired Settlement: I would like to pay for and obtain the results of my daughter's multiple choice and essay portions of the May 2013 AP exam - including the test booklet and answer key to make sure there was not an error in scoring her exam.

Business

Response:

I have confirmed that our AP department will be rescoring this exam and they have notified the parent. They advised that they will maintain contact with this parent thoughout this process.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response is satisfactory to me and the matter will have been resolved upon their completion of the action promised.

Sincerely,

Review: College Board AP services has lost my AP scores for the year 2011. I have called them to resolve this issue but they will not. I called at the beginning of September and they said that they would get back to me but they never did. I called at the beginning of October and faxed them a copy of my AP scores. They said that they would get back to me in a week. I followed up after a week and they stated that they could not find a fax from us so I faxed another copy on October **, 2013. I called after I faxed it and they stated that they received the fax and that they forwarded it to their resolutions department. I stated that I wanted to speak with someone in the resolutions department to confirm that they received it and to get a name of someone who would work on this for me, but they stated that they had not access to the resolutions department by phone. I then asked to speak to a supervisor and they put me on hold and the phone call hung up. I called again and asked for a supervisor. I was placed on hold and told that the supervisor would call me back. No one has called from College Board.Desired Settlement: I want College Board to issue to my college Bridgewater State College another generated copy of my AP scores that I received in the Spring of 2011.

Business

Response:

The student’s issue is now resolved. The scores are accessible via their online account, we are processing a rush send of their AP scores to Bridgewater State College at no charge, and I have contacted Bridgewater to provide them with a fax of the student’s scores.

Review: I ordered an archive search for my test scores back in July of this year. I had the scores sent to my mother's home as we were in the middle of a move. My mother never received my scores. When I called back in the middle of October, I found out that the agent had entered my mother's address wrong (even after confirming a correct address), and this was the reason why. They then started an investigation and said I would receive a call in 5-7 business days. After 7 business days, I called back yet again. They were still investigating. It is now 5 business days after that and I still have not received a call back. I just want my scores. They also charged 2 months after my original call, $11.95 for a set of scores that were sent to [redacted]Desired Settlement: I just want my scores sent to my address in [redacted], without having to shell out more money. I need these scores to submit my application to a college here in [redacted]. And I need them for the SPRING semester or I will start losing part of my [redacted] benefits. I want what I paid for.

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,

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.

Review: Hello! Just received a very disturbing call from the College Board, the company that administers the SAT. The rep advised that my daughter's test was mis-administered and that they will not be releasing her scores. The reason given was inadequate. The rep said that there was an issue with timing. I did request specifics on what caused the error and she promised to get more information from the scoring department and get back with me on 3/*/16.

I do not know if other test takers were affected. I do know that my daughter has extended time and that she and one other student, along with the proctor, were in the testing room. They offered a refund or a free future test, this is not a resolution as the numerous hours spent in preparation and taking the test can not be returned. Additionally, this was the last administration of the old version of the SAT, only the new SAT is available.

Students should not be penalized for the College Board's/the testing center's incompetency. Much time and money goes into preparing for the SAT and for the student not to receive their test results due to policy is unacceptable. The test was a administered on February [redacted] at Campbell High School in Smyrna, GA (the original date of the test, January **, was rescheduled due to weather).

Sincerely,

[redacted]Desired Settlement: Release the scores.

Business

Response:

This student's SAT scores were canceled due to the misadministration of her makeup test and due to this being the final administration of that version of the SAT The College Board is unable to adminster another makeup or a new test date for that version of the test.Customer Service has contacted the customer and provided information about the situation and offered available options to take a future administration of the SAT or be provided with a full refund. A refund was accepted and has been issued.

Review: My son was scheduled to take the SAT exam on October *, 2013. This was the first year where we experienced having to upload a photo for the testing. At the time we registered and made payment, we uploaded the only photo available (while at work). When we went back to make the changes to the photo; prior to the test date, we could not make any changes. When we attempted to contact customer service, the person whom we spoke to advised that we could not make any adjustments to the photo, so we assumed that it would be okay without having any further conversation regarding, and the represenative also did not advise that she could have assisted in the process of making the change. When we arrived at the testing centerthat Saturday, we were told that the photo was not acceptable. We immediately contacted the College Board to inform them of the status of testing on 10/* at approx 8a. At that time, we were told that there would be a retesting fee of $27.00.

I then requested to speak with a Manager, and was told that the issue would be sent to an internal escalations department. I received a called from a supervisor named, [redacted] who immediately said that the charge would stand- regardless of whether we were misinformed or not. After getting nowhere with [redacted] and not provided with another level of escalation- after asking on several different occassions via email- I contacted the center on 10/ **, where I spoke to a male supervisor who could not make any decisions on the issue since it was being handled by the escalations team. He also advised that the next level of escalation would be unfortunately [redacted]s peer. In College Boards escalation process, they allow peer reveiws prior to it being escalated to a higher level. He then suggested a next level escalation. I received a call from [redacted] on 10/** while traveling announcing that that she was [redacted] manager and not her peer.

Once again, if she is [redacted] manager, I was once again misinformed by a supervisor at College Board. [redacted], listened to my concerns, and then went on to say that if I did not have the person's name or phone records for a call that took place a month ago, then she will not be willing to waive the $27 charge. She also went on to advise that she did not have a manager that she reported to, and the escalation stopped with her and would not be provided me with any additional information. I asked [redacted] if she was denying me of speaking with her manager, and she repeately stated the escalation stopped with herself.Desired Settlement: Initally, I was requesting to have a fee waiver of the $27.00, so that my son could test again before the college Spring Semester deadlines. I would now like a refund of the total SAT cost of $51.00. The next test date is 11/*, but the registration deadline was 10/*. Unfortunately the next scheduled test is 12/*, which is well beyond the period allowed for acceptance to colleges for the Spring semester.

Business

Response:

I spoke to the customer today 10/**. I advised that during our registration process, the student is provided acceptable and unacceptable photo examples. One of the examples provided for an unacceptable photo is a side profile shot which is the type of photo that this student submitted. The parent states that there is no way to change the photo on file. This is correct in the respect that that student cannot simply go online a change their photo. The student is prompted to confirm that the photo uploaded during registration meets the guidelines provided to them before the registration can be completed. Being as how the student confirms the photo meets guidelines; there is no need to have a photo change option online. However, if a student or parents calls us we can unlock the photo to allow it to be edited online for 24 hours. This request can be made up to 5 days prior to the exam. This parent states she contacted our call center prior to the exam to ask to update the photo. We have no record of this call and the parent is unable to provide the name or number of the agent she spoke to during this call. We do have record of the parent or student contacting us on the day of the exam which would have been too late to perform the photo edit. I advised the parent that without any evidence of the original call I was unable to make an exception to waive the change fee. The parent was requesting a waiver of the change fee only at that time. Once I advised that we would not be able to make the exception, she advised she would be contacting the Revdex.com and requesting a full refund. Per the terms and conditions that were agreed to when registering, registration fees are not refundable. Because there is no evidence of the original call where the parent claims to have been told she could not change the photo, the change fee is valid.

In regard to her escalations, we show the parent contacted us on the day of the exam (10/*). The agent advised that parent at that time that the change fee was valid. Since the customer requested to speak with a supervisor she was escalated from our call center to Customer Care (also referred to as exceptions) where her case was reviewed by [redacted] who also found that no exception was warranted in this case. The customer requested to speak to her supervisor ([redacted]) and was again advised that there is no exception warranted in this case. She requested my supervisor and I told her that the issue would not be escalated further as she has now received the same response from three different agents at this point and no one will be providing a different response to this issue. I am not familiar with the peer review process the parent references. She also indicated when she spoke to me that she wanted no further contact from College Board as she would be taking the issue to the Revdex.com. If the parent was to provide evidence of the original call she states to make to upload the photo, I would review waiving a change fee, but no refund will be issued for the test fees.

Consumer

Response:

Dear Revdex.com:

Review: My child took the SAT in November. Unfortunately, the weather was bad and during the test the power went out twice and the lights continued to flicker. The proctor was unsure what to do during the test, so he told the students to just keep going and he would try to get more information from the test administrator that was on sight. The test administrator also was unsure what to do so she just had them continue. While at another site, not too far from my child's location, the power went out and they stopped the test and have already resolved their problem. I contacted the College Board on the day of the test in hopes to learn about their policy for irregularities during a testing period. Their automated response email said I would be contacted within 2 days. Unfortunately, I was not, so I ended up calling and was told they would get back to me in 4 to 5 days. I have made numerous emails and phone calls to the College Board and each time they say they have sent it to another division and I should hear back promptly because it has been placed on high priority. It is now 22 days later and I have not heard back from one person in this company. Today is the deadline for registering for the next test and they did not get back to me, so I had to take it upon myself to get my child signed up for the next test. I am now asking for a refund, as my child did not get the same testing atmosphere as everyone else in the country. This is a timed test and they should provide equal testing opportunities to everyone. I am extremely disappointed with this company and unfortunately this is the only company that gives the SAT and nearly every college in the United States requests these scores. I wish that the colleges knew how frustrating it is to work with this company.Desired Settlement: I would like to be contacted from this company as soon as possible. I would like a refund for the second test since there was testing irregularities and since I was not contacted in a timely manner, I had to pay the late registration fee.

Business

Response:

We have been in contact with this customer and they have been refunded as requested. The customer provided feed back which will be used in agent coaching going forward.

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: I paid extra to have my SAT scores rushed to my school, [redacted]. The website (collegeboard.org) promised that the scores would be sent to the school in 2 business days. The money to pay for this service was taken from my account on Sept **, 2014 it is now November *, 2014 and my school still has not received my SAT scores. I have tried to deal directly with The College Board but they have not been helpful. They told me almost 2 weeks ago that the issue was going to be brought to another department to be investigated but as of Oct **, 2014 had not even been assigned to an agent.Desired Settlement: I would like a full refund.

Business

Response:

We were able to verify that the student's scores were not received by the school. A full refund has been issued and the student has been notified.Thanks!

Review: I signed up for the SAT test so that I may apply for summer classes at [redacted]. College board moved my test date back 2 months without my prior consent, and failed to notify me until 6 days prior to my test. All fees have already been paid, and this now prevents me from registering for my classes.

They are now requesting that I provide them with additional information so that they may "reinstate" the test date that I have already selected and paid for. The information they are requesting is not available, such as the registration deadline for classes, because the school has some flexible registration dates. However, not completing the basic school requirements will completely prevent me from registering and will likely cause me to miss the registration date. This has already been confirmed by the school itself but College Board is still asking for information that I cannot provide at this time.

This information SHOULD have been requested prior to them taking my payment in full, and at the very minimum I should have been notified much earlier than 6 days before my original test date.Desired Settlement: I would like to take the test that I originally signed up and PAID FOR on the ORIGINAL DATE that was selected. If this cannot be completed I would like a full refund.

Business

Response:

This student’s request to transfer back to March was approved and actioned by the College Board on March *, 2016. The student should have received a confirmation of the actions taken.

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 Dec **, 2014 I ordered SAT test scores to be sent to [redacted] and [redacted]. I paid extra in order to have the scores rushed. After, phone calls and emails to College Board, as of Feb [redacted] still had not received the scores. I believe that since College Board did not provide the service that I paid extra for they should provide a refund. They apparently do not offer refunds. What business is able to get away with taking money without providing the service that they were paid to provide? If you bought an item online from any retailer and you paid extra to have it shipped overnight and it did not arrive for a few weeks a refund would be expected. College Board is running a business. Why are they not held to the same standard? What business is permitted to charge for a service and get away with not providing that service?Desired Settlement: They have a responsibility to provide a refund for the $31 that I paid on 12/**/14 for the scores to be rushed to the score recipient, [redacted]. As of Feb [redacted] still had not received any scores for our son. As far as I know they still have not received the scores.

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: After delayed customer support form College Board's AP Department, I was poorly informed that I needed to pay a $15 fee to send AP scores to a college, a relatively simple process according to College Board supervisors. Not only was the service below average and inconvenient, the $15 was absurdly uncalled for. Considering it costs approximately $90 per AP exam, the fee should be waivered as it hinders college-bound students' paths to college success. At no point is the fee mentioned before taking AP exams, which further complicates the situation. For a company which strives for excellence and whose mission is to connect students to college success and opportunity, this company is certainly not on the side of student's financial budget.Desired Settlement: I request that my $15 payment to send my scores to my University of choosing through email be refunded entirely. The cost to send an email is free and effortless.

Business

Response:

When speaking to this customer we learned that the issue was not so much with the cost of the score reports but with the fact that the student had been provided misinformation when testing. He should have received a free score send that he did not receive. As he requested we refunded the $15 (the cost of one score report) fee to make up for this error.

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: My son took the CollegeBoard PSAT/NMSQT test in October 2015.

I have tried several times to access the test scores, but the [redacted] web site refuses to provide them. I have contacted CollegeBoard several times, but they have made no effort to correct the problem.Desired Settlement: I would like CollegeBoard to provide the test scores.

Business

Response:

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.

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. It would be beneficial if the company fixed the user interface to their online software. And it would be much less frustrating if the company responded with helpful support to customer emails.

Sincerely,

Review: Paid expedite fee to have SAT scores delivered. Scores not delivered, but credit card charged. College board claims to have put in an expedite with a promised call or email within 3-4 business days. After 5 business days with no contact, I contacted College Board for the third time. Customer service will not allow customer to speak with a supervisor and say they will escalate claim (which has already been done). Representatives are rude and unhelpful. Students are missing deadlines for applications submission because of this company.Desired Settlement: SAT scores immediately sent to college of choice.

Business

Response:

A customer care representative spoke with the customer on February * and received confirmation that the SAT scores had been reported and received. A refund has been issued for the rush reporting fee as rush reportign is currently not available.

Review: I registered for my daughter to take the Jan. ** SAT. It was postponed to Feb. **. I just happened to check online and there is no record of the registration.

When I called customer service, the female representative was very rude and basically said, tough, we have no record and wouldn't let me finish my sentence.Desired Settlement: I want my daughter to be able to take the last SAT (of the current version) because that is all she has been studying and she will be heartbroken if she cannot.

Business

Response:

We have reviewed the customer's account and do not have record of a January 2016 SAT registration. We are unable to accomodate a request to take the test during a makeup administration if we do not have an registration for the original test date.

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:

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,

Business

Response:

Only customers who were registered for the original January test are eligible to take the makeup test. The College Board cannot register anyone for the makeup test if they do not have an original January 2016 registration.

Review: College board charged 2 times ($67.5x2) on the same SAT score report. When I contacted them multiple times, but they ignored/refuged to refund.Desired Settlement: Send me back $67.5. Also if possible please please change the name of company from .org to .profit.

Business

Response:

We have contacted this customer and resolved the issue by refunding the duplicate order.

Review: The CollegeBoard process of sending SAT scores to colleges has been highly confusing, full of poor communication and follow up, and included receiving misinformation from a customer service representative. I am still waiting for scores to be sent to 4 schools which are listed as pending. I filed a complaint with them and they have not contacted me to resolve the matter. This is the second fiasco that we have had with CollegeBoard since there was a delay in reporting the scores from the October 2015 test and those scores were sent late--beyond the application deadline. I understand that this was a major problem at CollegeBoard that affected many students across the country.

This latest issues pertains to the CollegeBoard offer where by each SAT registration is supposed to include 4 free school reports. Apparently in the fine print, they tell you that you have to take the test to take advantage of having previous scores sent to take advantage of the offer. I was sent an e-mail confirmation that the scores would be sent and I called a customer representative who confirmed that the scores would be sent even though my son hadn't taken the most recent test. Then the scores were never sent, nor were we notified that they were not sent. We found out from the schools that he had applied to that they never received them. I registered a complaint and asked to speak with a manager, who told me she would register my frustration and someone would follow up with me, but they never did.

They did not extend any kind of gesture to make up for the miscommunication and poor service. They could have offered to make good on the 4 free reports under the circumstances, they did not. They could have offered to expedite sending the scores, they did not.

I then had to go back on to the website, and pay for the 4 reports to be sent. That was on December [redacted] and it is over a week later and the scores have still not been sent. I just called back and spoke to customer service again who could not tell me when the scores would be sent or why they have not been sent. These are electronic score reports, not snail mail. Why should there be a delay for sending scores electronically? This is beyond frustrating because there is nowhere else to turn and no one to appeal to about it.Desired Settlement: I would like to have my son's scores sent immediately, I would like to be reimbursed for the 4 reports that I paid for, and I would hope that they consider improving their website and communication and speed of delivering score reports. Finally, in my opinion, the offer of 4 free reports with each registration is misleading. It isn't 4 free reports with each registration, it is 4 free reports with each test that is taken. This could be made more clear to consumers and to their customer service employees.

Business

Response:

Case Manager Victoria W[redacted] made outreach to [redacted]

today. She attempt to explain our

policies and that score send fees are valid but was hung up on by the

customer. I have attached a copy of our

terms and conditions which are agreed to before a student can register for an

SAT exam. As is shown in the highlighted

area, our policy regarding score recipients for scored registrations is clearly

communicated. We are not able to report

scores for exams not taken, even if a student has taken previous exams.

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]

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.com. Secondly, she proceeded to restate the exact same scripted information that I had already been given, which was unsatisfactory then and it still is now. I 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 file. They 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 times. After 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 it. It 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 refund. She 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 conversation. After another round of this, I wasn't going to keep repeating the same conversation. I thanked her for her time and I hung up, which isn't the same thing as hanging up on someone, in my opinion. I'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 over. If 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 time. CollegeBoard 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 indeed. Meanwhile, 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,

Business

Response:

The last contact to the customer was made by Ces which takes case escalations that cannot be managed at our call

center level. This is not a scripted department. All relevant information has

been provided to the customer and we also provided a copy of the terms and

conditions that the customer agreed to when registering as part of this

complaint. Based on those accepted terms and conditions which clearly outline

our policy, no exception will be made. Per the customer’s request, we will not be making additional outreach as

policy has already been explained and we have no additional information we can

provide.

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]

The policy statement that was sent to me does not address, explain or account for the 4 free score reports that are to be included with each SAT registration. Where does it say in the policy statement that those 4 free score reports cannot be applied and used to send previous score reports if the students opts not to take the exam on the date that they registered for? I would appreciate seeing this specifically in their written policy and highlighted for me. This is part of my complaint and has not been addressed by College Board--the highlighted text in the policy statement they sent me does not address this nor do their previous responses. Sincerely,[redacted]In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a score report to have my official SAT test scores delivered to the [redacted]. After being told that my scores were lost, I was told by multiple representatives that I could pay them to look again. After sending them two emails in complaint of their service they agreed to look again free of charge. They then found the scores but have failed to deliver them to the [redacted]. They say they sent the scores on October ** as a "Rush order" because that was my original request. It is now November [redacted] and the [redacted] declares that the scores have not been delivered yet. The College Board representatives have been unwilling to take any reasonable action to correct the issue. They all tell me that they have already done their job and that there is no one who can do anything to correct the fact that I have not received the service I paid for. At this point it has become their responsibility to take every possible action to deliver my SAT scores to the [redacted] immediately. In this day and age, I know for a fact that this issue could be resolved today if anyone at their organization cared enough to resolve it. However, the representatives seem to enjoy the fact that they can rely on protocols as excuses for the company's incompetence and the fact that there is "unfortunately" no one in the entire company who can do anything that would effectively complete their end of the bargain.Desired Settlement: I would like the [redacted] to receive my test scores immediately (today) at all costs. My rush order was placed in September with an expected delivery of less than two weeks. An apology for the horrible service and non-chalant attitude of the customer service representatives as well as a refund would be expected from any reasonable business but all I care about is the delivery of the scores. I have literally begged over the phone for someone to resolve this issue. I would like a phone call from someone with executive decision making abilities and a promise that they will stop falling back on unfortunate protocols and deliver my scores the same day.

Business

Response:

Customer Care Specialist, [redacted], Contacted the [redacted] and spoke with [redacted] confirmed that [redacted] SAT Scores have been received. [redacted] attempted to contact the student via phone and left a voice message. She also sent an email to advise of this information.

Review: I would like to file a complaint against The College Board for failing to properly adhere to its privacy policy at http[redacted]. When I was in high school, I took an exam that The College Board created, PSAT. As a part of that exam, I had to create an online account on the College Board's website to make payments for the exam and to print my registration slip. Four years later, I am now a college student and as a result most of the services provided by The College Board, which are geared toward high school students, are now quite frankly useless and unnecessary. I wanted to permanently delete my College Board online account so I first emailed their support representatives who directed me to their main customer service phone number. After a short hold, I explained my situation to the representative who then started to provide me information about how to change my password. I repeatedly relayed that I wanted to delete my account, not change my password. I requested to speak to the supervisor who told me that The College Board can not and does not delete online accounts. As you can see in their privacy policy, the College Board does have the ability to delete accounts and as they say "To close or deactivate your account, you must call Customer Service at ###-###-####". After the phone call, I again emailed support ([redacted]) regarding account deletion and they relayed the same information about how to change my password. Clearly, College Board's own representatives are not educated about their employer's privacy policies and as a result they cannot properly assist me in deleting my account.Desired Settlement: I would like my online account to be permanently and completely deleted and the College Board to consider adding an online option for students to conveniently delete their accounts after they have no use for them.

Consumer

Response:

I was contacted by telephone and by email by a College Board representative ([redacted]) and assigned case #[redacted]. For the record, here is the full, unaltered text of that email:

Review: My daughter took the SAT on Oct. [redacted]. At the time she was aware she made an error on her answer sheet. She informed the proctor who indicated such and told her not to worry there would not be a delay in her receiving her scores. The scores were released on Oct. [redacted], however hers were not among the scores released. I contacted the College board on Oct. [redacted] and was told the issue would be investigated and someone would contact me. On Oct [redacted] I received an email for a customer care specialist who said it was indeed a delay due to a mis-grid and she should expect the scores to be release in 7-10 business days. Because of this my daughter missed early action deadlines of Nov. [redacted]. I have sent several emails and phone calls to our contact Brandy A[redacted] with no reply. When I called today Nov. [redacted], 11 business days after the scores were supposed to be released, to find out what the process is and how the "7-10 business days" is determined I was told it goes by the date they contact me not the day the inquiry was made by me. When asked why it is taking so long since they knew from the onset that there was an issue with the answer sheet I was told by the supervisor Chris [redacted] that the test sits unscored until the student requests the test to be scored! I thought this was outrageous. When asked once we received the scores how we were supposed to get them in time to the colleges for the next early action deadline Nov [redacted] I was told that I could pay an additional fee to have them rushed to the colleges but I was not guaranteed that they would arrive in time. I asked to speak with her supervisor and was told she did not have one. I asked her how is that possible, is she the president of the College Board? I was told yes she was! After that she hung up on me. In the meantime I had to sign my daughter up for the upcoming SAT test on Nov. [redacted] for an addition late fee just in case we never get the test results from Oct. So now we have no scores, she has missed the Early Action deadline for several schools, will probably miss the Early Action deadline for others, spent additional money to take the next test which she didn't plan on taking and will probably spend several hundred dollars to rush the scores if we finally do receive them to get to the colleges which probably wont receive them in time for the deadline anyway.Desired Settlement: I would like her scores to be available online immediately. I would also like a refund of the additional fee I incurred to take the Nov. [redacted] SAT and I would like a waver for the fees I will be incurring in order to rush her scores to the appropriate colleges

Business

Response:

The student's scores are now available and the parent has been advised via phone this afternoon. No refund will be issued for the November exam as the student tested and utilized testing materials, therefore fees are valid. In regards to rushing the scores, per the FAQ's on our website, rush reporting should not be utilized at this time. The cost to send scores is also valid as the free score recipients were not used on the October registration.

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:

In the original correspondence with The College Board, on Oct. **, 2015 I was told that the scores will be released within 7-10 business days. After many unanswered phone calls and emails the scores were finally release on Nov. [redacted], 15 business days later and 18 business days from my original inquiry. Due to this, she was unable to apply Early Action to several colleges due Nov. [redacted] and we were forced to send the scores rush delivery at an additional cost of $31 for Early Action colleges due Nov. [redacted]. In addition due to lack of confidence in the College Board to have the October scores available at all, we were forced to register late for the November test, which she was NOT going to take, at a cost of $82.50. After all the additional stress and financial cost, not to mention the lack of accountability on the part of College Board, I do not determine that my complaint has been resolved.

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

Sincerely,

Business

Response:

The source of the issue was the student having multiple answers sheets on the day of the October exam. This faciltiates an exceptions scoring process which can take 3-5 weeks from the date of score release to complete. Scores from the October exam became available, so no refund will be issued for the November exam. I have issued a refund in the amount of $31 for the rush fee what was paid on [redacted] for the score report orders as rush orders cannot be fulfilled within a rush time frame at this time as stated on our website. The customer will receive the refund directly back to the method used to pay within 3-5 business days.

Review: Firstly, The College Board does not have a digital archive of Advanced Placement test scores that are more than 7 years old. Scores older than 7 years old are only available in physical copy, and requests must be sent by snail mail or fax. The College Board also does not provide accurate contact information for the request of Advanced Placement scores. After several failed attempts to submit my requests for AP test scores from 2006-2007 (the faxes kept being kicked back, saying there was no answer on College Board's end), I was given another fax number and told it was a secure line that the representative could only get to a couple of times per day. This number also went unanswered and kicked the fax back to me.

During my first call inquiring about why the fax number was going unanswered, I was told by the representative I spoke to that she had "no idea why the faxes aren't being answered" but that "that office is also not answering its telephones right now." She offered no possible explanation for why a business would not be answering its phones or faxes during normal business hours and simply suggested I "try again in a couple of hours."

After the second non-functioning fax number I received (after fifteen minutes on hold), I gave up on trying to call to resolve my issue by phone and instead sent an email. I received an immediate automatic reply that someone would be getting back to me in 3-5 business days.

Two full weeks passed. I didn't hear a word for two full weeks, after being promised that I would be contacted within 3-5 business days. There were no holidays between the time I sent the email and the time I received the response.

I was finally forced to submit my request via snail-mail. The College Board does not inform customers when their requests are received, but assures us that requested AP test scores will be sent out to the selected university within 15 days of receipt of the request. Given my experience so far, I will be amazed if my chosen university receives these scores before May. My application deadline is ** March, and I have zero confidence that my AP scores will be received in time -- given that a process that should have taken a number of days has taken more than a month and a half. The fact that they still have the audacity to charge for these "services" is laughable and outrageous to me.Desired Settlement: I want The College Board to deliver my AP test scores in a timely manner and inform me when they have been delivered. I want notice when the requests have been received.

I want The College Board to provide accurate contact information and explain why their various branches don't answer their phones on a given business day. I want them to be honest with their responses and honor their commitment to respond to emails within 3-5 business days. It would also be great if their customer service script included something more than "I don't know why" and "try again later" -- you're a business, not a Magic 8 Ball.

Business

Response:

Per Customer Care Specialist Caitlin Neeley: I e-mailed the customer at the e-mail address she provided, [redacted], on March **, 2016. I advised in this e-mail that we were investigating the issue with our AP score services department. I provided the customer, [redacted], with my contact information and requested she reach out to me with any questions or to receive an update. I e-mailed AP score services on March **, 2016 requesting information regarding the students archive AP score report order. They replied the same day advising that the order, to [redacted], was processed on March *, 2016. I continued to correspond with AP score services to confirm when these scores would be delivered to the university, as the customer has a deadline of March **, 2016 for score receipt. AP score services confirmed on March **, 2016 that these scores had been delivered on March **, 2016. I tried to reach out to Metropolitan University on March **, 2016, but received no reply as it was outside of their business hours. This morning, March **, 2016, I spoke with [redacted] at [redacted] and [redacted] confirmed that she had received [redacted] AP scores and she was currently inputting them into their system. Immediately after this phone call, I called the customer at the daytime contact number provided. We spoke and I advised that the scores had been sent on March **, 2016. I additionally advised that I reached out to the University and they confirmed receipt of these scores.The customer confirmed she did not need additional assistance.