The College Board

Review: I ordered SAT Question-and-Answer Service Order Confirmation for my daughter on 10/**/2015 and received confirmation email notifying me 'The Question-and-Answer Service will be sent to you about two to three weeks after your test scores are released.'. The score was released 10/**. Since I didn't receive it on 11/** (three weeks after score released) I contacted college board and the representative (name Jane ID [redacted]) told me to wait until 11/**. She promised me that if I still not received it on 11/**, call back to college board and the representative will request an overnight shipment to me. Since I still haven't received on 11/**, I called again but the representative won't provide the overnight shipment as promised before and simple asked me to wait. Since my daughter registered for Dec. * SAT, it is useless to receive the last question and answer, I explained to the representative again and again (representative name Bewwle ID [redacted]) but she just won't request to resend the answer sheet.It is time consuming and fruitless to contact college board representative and they don't proceed with teir own promise.Desired Settlement: If college board can't provide the service they promised, they should refund the customer.

Business

Response:

Customer care specialist, Victoria W[redacted], has been in contact with the customer. We advised that we cannot send with tracking information as this service is sent via standard mail. We have faciltiated a free resend of the service and Victoria notified the parent to contact her directly if the service is not received by the December test date and we will issue a refund at that time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]3, and I will wait until before the next test date to see if I will receive the service or not. Otherwise I will request a refund.Sincerely, [redacted]

Review: My daughter took the SAT on Oct *, 2015. Scores were supposed to be released on Oct ** online. But her scores were not available . We waited since the website says some scores might be released later. Her scores still did not show up. On Nov *, We called customer service, the agent said she will "escalate this to higher level and should be resolved in 5-7 business days". Seven business days later, Nov **, still no scores. Called customer service again. The call was routed to overseas call center. The agent AGAIN said he will "escalate this to higher level and to expect the scores to be available no later than Nov **. Come Nov **, scores still were not available. Called again on Nov ** and was also routed to an overseas call center. We were told the same line "[redacted] ...". It's frustrating getting canned responses for all my calls without any accountability. Please just give us the score. We need the score so we can plan her future testing dates. This is especially critical because the old SAT test will be discontinued soon!Desired Settlement: Please just give us the score!

Business

Response:

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

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 purchased delivery of SAT scores to a college, [redacted], on October **, 2015. As of October ** the scores were not delivered. I called the College Board's SAT customer service line and was told that the scores would be delivered by Friday, Oct **. The scores were not submitted as of Nov. *, so I submitted an email requesting they be sent. I received a response, saying they would address the problem and respond within 2 business days. I received no response. I resent the email and requested a response on Nov. *, as the scores still had not be submitted. I did not receive a response and called the College Board SAT customer service again on Monday, Nov. *. I was told that the problem would be escalated and I would receive a response within 3-4 business days. the scores were due to the college for a November * deadline. It is unacceptable that scores that were ordered October ** were not delivered in a timely manner and have yet to be delivered to the college.Desired Settlement: For the SAT scores to be delivered immediately and the college to be contacted to ensure that the delay is attributed to the College Board's SAT delivery service.

Business

Response:

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.

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: Dear Revdex.com:

I recently received a letter from the Accounts Receivable department from College Board regarding a charge of $66.00 for an SAT subject test for June 2015. I received the letter on ** July and it was dated almost a week ago. I'm the owner of the payment account. I do not know why College Board sent me the letter because I NEVER AUTHORIZED THE TRANSACTION. I NEVER SIGNED UP FOR A TEST THIS YEAR. How in the world can you charge someone for a product that was illegally paid for? It makes no sense at all. I know how companies like College Board handle these collection disputes. If the payer does not make payment, the bill is sent it to a collections agency...which would ruin my credit score. I'll be damned if I let College Board do this to me. Because of the severity of this issue, I'm reporting the not-for-profit company to the Revdex.com for fraud. They have until this Friday to remove the charge off my account, or I will report them to the FBI and every other relevant agency for fraud.Desired Settlement: I want this charge removed off my account ASAP.

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. The Accounts Receivable Department sent the following e-mail:"Good Afternoon, Thank you for contacting The College Board. I confirmed with SAT Customer Service that the order was placed via your online SaT account. As the test was not taken we have made a one-time exception to remove the balance due. For questions please contact SAT Customer Service:Domestic: ###-###-####International: ###-###-####Email: [redacted] Thank You,Accounts Receivable[redacted]"Connect to college success""

Sincerely,

Review: I registered my son to take the SAT at his high School for Oct *. For starters, I missed the registration deadline and had to pay the late fee, application fee. I was charged $94 dollars. My son was informed by the testing supervisor on Oct * when she decided to look over the registration papers causing us to miss the Sept. ** deadline. Now, I'm getting penalized with the $27.50 change fee. Maybe if your contact as a testing supervisor would of reviewed the registration papers before the deadline I wouldn't be in this situation. To top it all off the my son was suppose to take the test at his high school and the testing supervisor spoke to him in person Oct * to let him know about his photo situation again and my son informed her that he missed the Sept ** deadline to make any changes and she said "oh", the testing supervisor knows who he is. Also, now his high school is not administering the test and now it's an inconvenience because we have to look for another test center. I really don't think I should be paying $27.50 for someone else negligence or lack of responsibility it's hard as it is getting the $94 dollars I paid. I'm not made out of money, I contacted the college board a few times and all they kept saying was you have to pay the $27.50. Thanks,Desired Settlement: I would like a change fee waiver or a refund if the fee waiver doesn't make it on time.

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. Jessica Arnold from college board resolved my issue.

Sincerely,

Review: This is a SAT open case (reference #[redacted]), but they will never resolve it:

I followed suggestion from collage board agent ID [redacted]. She told us that we may only cancel Physics and still keep Biology. But both scores were canceled. We need the Biology score back. In the faxed cancel form, we clearly wrote down, 'only cancel physics'.

The Biology score is very important for Evan, we have early action applications waiting this score. We as customer have never did anything wrong: we called and asked before faxed the cancellation form, and followed SAT support's suggestion to cancel the Physics only. But both scores were canceled by college board by mistake.

We found that both score canceled and contact SAT support again last week, and later called them 10 times at least, but they always say that it is still being investigated. It has taken a whole week. Today, when I called in, they just create a new case, and let me wait from beginning. Just two days left for early act deadline, their service is really disappointed.

I really don't understand why they canceled the biology score, that is a so simple mistake, they may easily correct it. My fax is in their hand, just read it again, and correct the mistake. Their simple mistake will destroy my son's early action applications, and will badly effect the life of a young man.Desired Settlement: Get my son's biology score back before November first, that is the due day of early action application.

Business

Response:

Good Afternoon,College Board does not have a process to support partial cancellations of subject exams. Our cancellation forms states that all scores will be cancelled. We reviewed the additional correspondance sent in with the request and provided the customer with the option to reinstate all scores for exams taken that day or to have them remain cancelled. The customer elected to have the scores reinstated and they are now available via his account.Thanks!

Review: On [redacted] November [redacted], 2014, I had two SAT subject tests scheduled at [redacted] (about 30+ miles from home). The school was "double booked" with a scouting event (a jamboree or something like), and during the test there were many disruptions. Our Proctor told us to file a complaint (I did) to resolve the issue. I filed the complaint that [redacted], and was told that it would take 7-10 business days to receive a response. I called them on the 7th day, and was told that it could take up to 10 days, so I called on the 10th day. I was then told that it is 10-14 days, not 7-10, so I called on the 14th day (which landed AFTER Thanksgiving) and was told that because of the holiday it would take longer, and they were unsure as to how long. By the [redacted] of December I got a reply (not because they called or emailed, but because I once again called). They rescheduled my test for the [redacted] of December but would not release my scores if I was going to retake the tests, so I "filed an appeal" to get my test scores BEFORE I was to retake the test (I am **, and never taken the SAT, so I have no baseline to determine if my scores were affected, and because the makeup exam is 30+ miles away at [redacted]am on a [redacted] during my CHRISTMAS BREAK, I DO NOT want to take the test again IF my test scores were not affected). I was told that the appeal would take 5-7 business days (I filed the appeal on the [redacted] I believe) and called them almost every day to check for a response. Now, the night before the test, I have no scores so I must retake the test.Desired Settlement: First: I would like a refund of the costs of my SAT tests, as I do not believe in paying for something that you did not receive (Compensation for having to travel to take the test again).

Second: Because I must retake the tests, I would like ALL scores provided to me (the first two subject test and the last two).

And last: Because it is impossible to speak with anyone in their "escalation department" I would like a reason given. It makes no sense that if a case (like mine) has been forwarded to another department, that you can not speak with that department. For six weeks in all, I was told by supervisors and managers that I would receive a call from the escalation department within 24 hours.

Business

Response:

Good Afternoon,Outreach was made by [redacted] on [redacted] advised our policy in regards to a make up exam. The student has the following options:1. If the student feels that the issue did not affect their ability to test well on the day of the exam, they can have the original scores reported.2. If the student feels that the issue on test day affected their ability to test well, they have the option of taking a make up exam (this make up was scheduled for 12/**). By taking the make up, the original scores are no longer valid and will not be reported. 3. The test administration can be cancelled and a refund provided if the student no longer wishes to test or have original scores released.The options are provided to any student who has a disruption on test day and only one option can be selected. No student is ever offered the ability to view scores to decide if a make up exam should be taken. We would be willing to offer a refund of the exam fees if the student decides they no longer wish to test or have the orginal scores made available.

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 received a phone call about 30 mins after filing this original complaint. The phone call went as follows; The caller ([redacted]) said she was from the escalation department from the SAT collegeboard, calling in reference to the complaint I filed. She informed me of the three options I had (the three listed in their response) in regards to this matter. I told her I was not happy with their business practices and that some sort of compensation needed to be arranged. According to the [redacted] the compensation is the option to retake the test, or a refund (drop the tests, because for some reason I may have decided that my education is no longer a priority). The [redacted] had no idea what happened during the test (the reason for filing the complaint) so when I told her what happened she instantly knew that would cause a problem and be reason for a retake (the decision for a retake took them 4 weeks to conclude). Then she told me that even if they decided to release my scores to me, that they could not because my original tests have not been scored (once the complaint is filed they do not score them). I told the [redacted] that during my phone calls with their customer service (which was many calls, and I even verified with more than one person of this) I was told that I could file an "appeal" to possibly get my scores before retaking the tests. However this [redacted] from the escalation department told me that the customer service should have never told me that I could file an appeal for my scores and that they will be taken care of. I verified, with the supervisor, that I could in fact file this appeal and that I would receive a decision before my test, and I was told yes. The problem is now not to get my score as I have already taken the retake. The problem is now the quality of this organization and how they do not care for the customers whom they provide service to. This organization has no regard for helping any one as there is no way to contact the escalation department. The customer service line (out of the many times I called, at least 15 times) has individuals that you must decipher their English before you can even speak, only twice did I speak with people to which I could understand 100% (and no, I did not misinterpret what all the other agents and managers said). On the day of the retake, which was scheduled for ALL persons that took this test originally, only TWO people showed up, me and another kid. Not exactly the best turn out for the "many complaints received."For this to resolved, apologies are not sufficient (I don't want people fired for telling customers wrong information). This organization is one that is used worldwide to determine what colleges people can attend, and yet even their managers lack the skills attend college. If my kids must use their service, I will not be happy. As for this current situation, I have been told that their is nothing more they can do. I just don't buy that. I want BOTH my tests grades (both means both sets, so four tests) as though I had taken them at different times so I can have a choice of scores. If this request is not possible, then a refund (not a refund that cancels my scores, as my education is still a priority and the tests MUST be completed before the end of this year, so I can not take them later). So, either all test scores, or a refund plus my retake scores.

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

Sincerely,

Business

Response:

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.

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:

Request denied. It is not my policy to let a business get away with treating there customers like garbage. It is also not in my policy to allow companies to walk over person that keep them in business. Just because I am an individual and not a business does not mean you should not follow my policies. When a business makes a mistake, compensation is given, and in this case, a retake is not compensation, and this will remain open until compensation has been paid.

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

Sincerely,

Review: On 9/*, 2013, I registered my son for the 10/*/2013 SAT test date with the College Board (CB). Per the CB website, I was able to later identify the colleges selected to receive those scores. On 10/*/2013, well within the deadline, I logged onto the CB website at 7:15a.m. My browser history shows that between 7:15a.m and 7:27a.m. I logged into his account and designated the four colleges to receive the scores.

However, the scores were available on 10/**/2013 and the CB did not send scores to any colleges. My son called on 10/** to investigate. The CB claims that no one logged into his account between 9/*/13 and 10/**/13 and that we would have to pay $11.25 per score, in order for them to send his scores to colleges. One of his potential colleges has a deadline of 11/*, so at this late date, even a rush order ($31.25) is not likely to arrive at the college in time for the deadline.

My son pulled up the browser history that clearly indicates the specific URLs of the pages within CB's website that I visited on 10/*/2013. The history sho ws generic page names, as well as specific URLs. He called CB again on 10/** with this information in hand. He was told he would have to pay for sending scores. I attempted to speak with the operator and was not able to make any headway. I offered to send her screen shots of my browser's history indicating that I absolutely logged into the site and selected college. She, again, denied that anyone logged into the account and when I suggested she contact the IT department to pull access logs, the CB representative claimed that they do not have an IT department. I asked to speak to a manager.

The next person I spoke with was named [redacted]. She indicated there was nothing she could do about this situation because no one logged into the account. I explained, again, that I had specific URLs which prove that I did, in fact, log into the account and had 4 unique identifying URLs to indicate the four colleges I selected. I offered to send her screenshots, pictures, or simply read the URLs to her, in an effort to show that her information was incorrect. She suggested that she could start a case and that someone would investigate within 5-7 business days. I told her that was not enough time for scores to reach institutions with an 11/** deadline. She did not seem to understand that, or the implications that might have on the success of my son's college applications.

Then I said that I was completely unsatisfied, would take my case to social media, and make a claim with the Revdex.com, she said that she could escalate my case and someone would get back to me in 24-48 business hours. This timeframe is still unacceptable. None of these operators were interested in looking at the information I had and were only interested in bilking me for money to send scores I had already requested through the appropriate methods laid out by the College Board.Desired Settlement: I want the College Board to rush my son's scores, at no cost, to the following four colleges (the colleges I identified on 10/*/2013): [redacted]. I also want them to include a notation that the scores are late because of their error, not the applicant's.

Note: The amount I am disputing is the cost to rush 4 scores ($31.25 each) which is the replacement costs for this error.

Business

Response:

The parent sent in a copy of her web browser history to our call center as proof of adding scores to her son’s registration. The parent then placed a rush order to the requested universities through her son’s web account.

Review: My daughter took the sat on 12/*/15 and suppose to get her score on 12/**/15. She called 12/**/15 and was told to give it extra 7 days to get her score. She waited and called back on the 1/**/16 because the deadline for couple of the college was 1/**/16. At that time she was told it would take 14 business days to complete the investigation from the initial call. I spoke to Silver T[redacted] and was promise that we will get the score no later than the [redacted]. It is now the [redacted] and no email no call. Who ever is in charge should be more responsible. It is stressful enough dealing with everything. We don't need additional headache.this happen a lot more than you know.Desired Settlement: Just want our sat score

Consumer

Response:

At this time, I have been contacted directly by The College Board regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I did not hear back from them so I placed another call on 2/**/16 and escalated my ticket and someone did call me back. The person I spoke with said, it will take another 3 - 4 weeks before they can post her score while all the college that my daughter apply to is incomplete due to missing SAT score. According to this person, it is company policy and they can not rush this. I ask him if I don't get the score and my daughter does not get excepted to any of the school she will not able to attend school in Sept 2016. He said if that is the case she will not able to go to school. I took it as too bad for my daughter. They would not give me a reason why this is taking so long. This is not exceptable. Some one need to investigate the College Board. The kids future is in their hands.

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

Sincerely,

Business

Response:

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.

Review: The College Board agreed to send SAT reports to colleges, but have not done so since my first inquiry with them in November 2014. I have made multiple phone calls to customer service numbers and sent emails to a customer care specialist but still have not gotten sufficient responses, 4 months later, to resolve this problem.Desired Settlement: That the Oct. 2014 SAT Scores be sent to the Colleges the Customer Service Representative took information for; and, ideally to have them sent to additional colleges too for no or reduced costs, since my child's college search has expanded.

Business

Response:

[redacted] has been advised that because schools were notadded by our 9 days after the test date policy, that she must now pay to havescores sent. [redacted] advised that sheassumed that the schools listed on her son’s first SAT exam would carry to thesecond. I explained that we could notassume where a student intends to send scores as this could present legalramifications should we report scores the student does not intend to send. In addition a full list of the studentsschools which has been successfully added to a registration will appear on a student’sSAT admission ticket. Her son’sadmission ticket did not show any score recipients since none were added. Our policy is clearly outlined on our website,on the terms and conditions, and within a student’s online account. The customer stated that she was told by acall center agent that scores would be sent at no charge. We pulled and reviewed the call with this agentand found that there were no guarantees made regarding sending scores at nocharge, only that the issue would be investigated and escalated for furtherreview. [redacted] feels that she hasreceived poor customer services and I will follow up with are call centervendor manager on the service concerns. Ultimatelythe customer is no happy with the outcome of this issue however no exceptionwill be made. The customer requested toescalate further but was denied as she has now been provided the sameinformation by both a Customer Care Specialist and a Lead Customer CareSpecialist. She indicated that she wouldcontact other offices and I advised that any customer concerns directed toother offices will be routed to my attention. [redacted]

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 did not get my problem satisfactorily resolved. While the last representative who spoke with me stated she understood my frustrations and reiterated what a previous representative stated, I feel that I was given poor customer service over a 4 month period, which that in and of itself, should have resulted in a more satisfactory result - sending the 4 tests scores I requested. The last representative did suggest a couple options as a "work around", but I had figured them out on my own previously.

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

Sincerely,

Business

Response:

At this time, we have responded to the parents inquiry. While I did apoligize for the customer services issues, I also advised that I will have those resolved with our call center agents. Unfortuntly the customer service issues does not change the policy and no exception will be made in this case. We are requesting this complaint be closed out as no further is assitance can be provided.

Review: My daughter took the SAT Subject test for Math Level II on Oct **, 2014. College Board stated on their website that the scores are available on Oct **, 2014. My daughter's score however is still not available on their website. I called in three times in the past two weeks regarding the scores. The first time I called I was told to call after two days if scores are not still not available. I called two days later and was told the issue will be escalated up and someone from College Board will contact us with a resolution in 5 to 7 days. No one contacted and I called again (the third time) after 7 days. College Board still does not have the score available and could not tell me what the problem is on their end and when it will be resolved. It is really frustrating since my daughter is applying (or has already applied to some) to colleges and need to send this score along with her other Subject SAT scores.Desired Settlement: I need College Board to provide the score ASAP and also give a voucher to send the score in rush mode to the colleges she's applying to.

Business

Response:

The student's scores are available via her online account. Scores were delayed due to a shipping error to our scoring facility which is still being investigated. In regards to a voucher to send scores, the student had the option to add 4 free score recipients to their registration so that scores would be sent to the universities of their choice as soon as they became available. As the student did not utilize this service, score reports will require an additional cost to send and the student may place the order through their online account.

Review: My son and I have made several attempts to use the College Board website to access his AP scores, only to be completely frustrated by level of incompetency to provide a usable website. He took an AP statistics course in May 2013. We were ONCE able to access my scores on the College Board website and had requested the scores be sent to my college of choice.

The school said they never received the scores, therefore he has not received credit. We have attempted to access his scores several times using all the methods available on the website to no avail. He is now at a point in his education that will require to take a Stats course because the website is unable to perform the simple function of electronically sending the score as requested. We have tried everything including requesting the AP number and using his student ID and the system does not recognize him. I know the information is there because we have used before when his scores were first released. We can log in and it recognizes the email address but will not send the AP number or allow us access the request to send scores to his college.Desired Settlement: 1) Delivery the product as previously requested

2) Fix the problems with the site, or

3) Do not mislead customers in regards to the capabilities of the site - either fix it or take it down.

Business

Response:

Response from case [redacted]:

I spoke with an admissions counselor with the student's school of choice and confirmed that no official AP scores are on file. The school does have his unofficially reported AP score on file, which opted the student out of taking the ‘Math Placement Exam’. The admissions counselor stated that the school will need to receive the AP scores officially through College Board for the scores to count as ‘transfer/ class credits’.

Review: I have been trying to register my daughter for the SAT for about a month, to no avail. The college board customer service people have not been any help whatsoever. My daughter, [redacted], has not been able to register because it says she already has an account, which she does not. She is only 14 and has not taken the SAT before. Her D.O.B is Oct. [redacted], 1999. I am about the miss the deadline again to register her thanks to the incompetence of The college board's staff. Furthermore, we were told that the "escalation team" tried to contact us but our phone was disconnected, which it is NOT. Also, no one can give me a number to call the escalation team back. How are they making outbound calls, but don't take inbound calls? That makes little to no sense. We have called several times and two agents have even hung up on us, presumably when they couldn't not fix the problem. We have spent hours on the phone trying to fix this. I have two escalation numbers #[redacted]and [redacted]Desired Settlement: I WOULD LIKE TO BE ABLE TO REGISTER MY DAUGHTER FOR THE SAT ASAP. I WOULD LIKE TO RECEIVE A WAIVER FOR ALL REGISTRATION FEES.

Business

Response:

Good Afternoon,

We have made outreach to the parent and assisted with completing the SAT account that was started previously. We confirmed that the father was able to access the account and he should now be able to register.

Review: On October **, 2015, I ordered and paid for my son's SAT scores (from his tests taken 1/**/15 and 3/**/15) to be sent to 5 colleges that he applied to Early Action. The deadline to get the scores to these schools was November 1st, yesterday. I have called the College Board twice last week, and both times I have been told by the College Board's Customer Representatives that the scores were sent and that "pending" does not reflect the actual status of whether the scores were actually sent—this is contradictory to what the College Board has written in its alert ("A pending score status means your scores have not yet been delivered to that institution."), and it's false (the schools have not received his scores yet). In the alert, the College Board mentions that they have "only a few outstanding colleges that we are working with to resolve technical issues"—it seems highly unlikely that all five schools on my son's list fall into this category of "a few outstanding colleges."Desired Settlement: As we paid for, I want my son's scores (requested on October [redacted]) to be sent immediately to the five colleges. I also want his scores (requested October [redacted]) to be sent to the additional college as soon as possible. If this is not possible, we would like detailed information as to when his scores will be sent. Each time I have called, I have requested that the Customer Representative look at my son's account to give us more up-to-date information as to the status of our report request. Both times, I have been told that is not possible.

Business

Response:

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

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 signed up to take the SAT in [redacted]. Then I ended up in the hospital for 9 days, I called the company. The company told me I could still take the SAT, BUT you will have to pay an additional fee. I am on [redacted] and my family is living off of I don't have lots of money to throw around. So I never got to take the SAT and I spent so much time trying to figure this out how can I take it, but there was no way I could find. The company cares more about money then quality customer service and I have worked alot of inbound call centers like I spoke with and they were so much better then how they treated me and I probably got paid less. Here's their policy for makeup. Makeup Testing

The following policies apply to makeup testing:

The availability of makeup testing and the conditions under which test-takers are entitled to take a

makeup test are at the sole discretion of the College Board.

Only registered students can take a makeup test. Students who have already tested during the same

administration may not use a makeup administration to retest or to take a different SAT Program test.

You may test only at the center for which you are registered or authorized. You must present an

acceptable ID and an Admission Ticket with photo.

You may only take tests that you registered to take on the original test date.

You must take the entire SAT or SAT Subject Test at a makeup administration.

Sunday testing is offered for religious reasons only, not for makeup testing.

Access to essays from makeup administrations may be subject to several weeks' delay.

The Question-and-Answer Service (QAS) is not available for makeup tests, even if it was an available

service on the original testing date. I and probably most people interpret that above as you may makeup the SAT at a different date if missing the one before as long as another was taken at the test center.Desired Settlement: I would like money for the test the SAT and money for the time waiting on the phone with the company. I would also like a notation on the Revdex.com website stating how if you get sick thats your loss in money. I mean I was in the hospital and they wanted to charge me more for the test. I would like money for trying to find a way to take a test Im on Social Security and I have not extra money usually but Im in school and I'm trying to test on the SAT to see possible if I can do really good in case I want to transfer one day. I just want them to pay me for the time I searched and the money they got from me and the other money they wanted to charge me.

Business

Response:

Good Afternoon,

[redacted], has been in contact with this customer. The customer provided medical documentation and the change fee was waived. The registration was transferred to a future test date and the customer is satisfied.

Review: The College Board is the only way to send SAT scores when applying to college. I ordered and was charged for scores on November **, 2015. The website from the College Board shows that the scores were sent, however, the colleges claim non receipt. When contacting customer service, there was no way for them to check to see if the scores were received, and they said they would have to look into it. It takes over a week to escalate the issue, with no indication of how or when I would actually be contacted with an answer to my concern. Then, due to the issue with time for the college application, I re-sent the scores from College Board. Again, I was charged, and again, the website claims the colleges should have received the scores, and yet again, the colleges claim non-receipt. I called again, and was told that it was still pending and someone would contact me at some point. This issue is time sensitive for my daughters future, and frankly, if there was another way for me to get the scores to the schools, I would do it. I am trapped and frustrated by this monopoly, which is obviously not sufficiently staffed to handle the flow of work or their customer service. The delay has cost my daughter consideration for early action, and could continue to impact her applications. I have no confidence that College Board will fulfill what they have charged me for, and again, there is no other business to turn to due to this apparent monopoly.Desired Settlement: I would like this business to get in touch with me, let me know if they have an indication and proof that the colleges have received the scores, and to refund me for having to send them twice.

Business

Response:

College Board Customer Service spoke with this parent on January ** to provide the batch numbers. The parent was very nice and relieved with the information provided. I confirmed that we fulfilled the orders on our part and for her to follow-up with the schools. We did discuss the possibility of name misspellings creating a mismatch of scores to application. In a follow-up call with the parent on January **, the parent believes the mismatching information was the cause for the missing scores at [redacted] and the scores are now on her file. She is still waiting on a callback from Emerson, but has provided all information to them. She is aware that if the university is unable to resolve the issue she may give me a callback for additional assistance. At this time her case is resolved as all score reports have fulfilled, score reporting information provided, and mismatching information appearing to be the cause of delayed 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: I placed an order for SAT scores with the College Board on 12/**/2015. I was charged $42.25 for the order.

A month later College Board had not filled the order.

I spent countless hours searching for a resolution to this problem. E-mailing and calling. Finally, I was told their system is broken and my scores could not be retrieved.

I have a telephone recording from College Board stating their system is broken.

By not addressing the efficacy of their ordering system, and recognizing that scores could not be sent, they put my college application, and therefore my future in jeopardy.

Finally, a representative from College Board said she would contact schools directly to give them a PDF copy of my scores.

It is in the benefit of all College Board customers to know in advance that the company's system is broken. It should be posted on their website, or at the ordering checkout.

To this day, after multiple requests I have not received a refund for their failure to deliver scores in a timely manner. And according to College Board, their system is still broken, as of today.

I need another score report, but College Board has eroded my trust, and I am surprised that they are asking for me to pay for this service again when they are familiar with the delivery issues and my case.Desired Settlement: I would like a refund of $42.25 and I would like the PDF copy of my scores that College Board has told me they are sending out in lieu of their broken system.

Business

Response:

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.

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. 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,

Review: My AP scores were not released the week of 7/*/15. I did not meet the College Board's criteria for late arrival of scores, since I took the tests on the original scheduled dates and there were no issues on test day. Other students who took the same tests from my school received their scores at the specified release date. I did not change any information I had previously provided to The College Board indicated on prior exams. I have contacted the organization twice concerning this issue without response.Desired Settlement: I would like The College Board to release my scores or give an explanation as to why they were not available at the specified time.

Business

Response:

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.

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 ordered and paid the extra fee for expedited score report. The summary indicated that the full report would be sent. To Date, I have not received the full report which is still needed and that I paid for. Ordered 1/**/2015, today is 03/*/2015. I have called numerous times and all I keep getting is it is in the mail. Still haven't seen it. I am aware of the 4 weeks, but it has been months now and I should have gotten the full reportDesired Settlement: I want another expedited summary at no charge since they have not fulfilled the initial request. Don't have the luxury to wait several more months as have scholarship deadlines.

Business

Response:

We have reached out to the customer and the following is as an overview of the conversation:· I Called and spoketo parent to advise that the full report has been received. Explained theinterim report showing on report. · The parent was nothappy she had been given different answers prior to this discussion. · The parent asked foran email with the scores, advised I would not be able to do so, would be ableto email with conversation follow-up and parent declined. · The parent declinedany score resends to the AI and specific scholarship programs due to reportingtimeframe and scores having been received. · The parent declinedany assistance and will be submitting scores as the report is.

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:

College Board engaged in deceptive practices by advertising that a full report was forthcoming. It was in writing on the summary report that it was interim and a full report was forthcoming. The rep handling my Revdex.com compliant acknowledged as such. When I called several times regarding the status of the full report not one rep indicated the "interim" report was considered the final. All I got was it is in the mail. If the interim report is the final report, College Board should indicate that and remove misleading information. This has been a very frustrating experience and if College Board would remove the misleading information, hopefully other parents will not experience the same thing I did.

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

Sincerely,

Business

Response:

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

Review: My son, [redacted], was registered (Reg.#[redacted]) for the November *, 2014 SAT test at [redacted] in [redacted]. When [redacted] arrived and went to find out what class he was to go to for the test, everyone he talked to said he was not on their list, even after showing them his ticket, and he was directed to another general area to look. No one seemed to know what they were doing and many students were running around unable to find their testing class. After 20 minutes of running around from place to place, upstairs and downstairs as directed, the classroom doors were all shut, he was locked out, and not permitted to take the test.

My husband and I have emailed and called several times since November **, 2014 asking for a refund. The response from College Board has been that our "information was sent to our Escalations Department" and they would get back to us within anywhere from 2 to 10 days. They have never gotten back to us.Desired Settlement: My son was not allowed to take the SAT test we paid for and we want a full refund.

Business

Response:

Per [redacted]:We have investigated this issue with the test center. The center posts room assignments for students to check prior to reporting to their assigned room. If a student arrives at an incorrect room, they are asked to go back to check and find the correct room. Staff is available to assist students with locating the correct room and are all familiar with the testing facility. Per the terms and conditions that were agreed to when registering for an exam, we will not issue a refund. The student has the option to transfer the registration to a future test date but a change fee will apply.The parent was contacted and provided this information today at which point the call was disconnected by the parent. Should there be any further follow up questions, they should contact their case worker directly.

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:

[[redacted] showed up to the correct testing center, early, and on the correct date. He was not permitted to take the SAT because he was unable to find his testing room even after repeated requests for help from staff. None of the staff told [redacted] what class he was testing in nor did they direct him to the correct area to look for his testing room. Regardless of what the site manager said, [redacted] was not permitted to take the test due to the false directions given by staff. I contacted SAT College Board two business days after the testing date and did not received a response until I filed a claim with Revdex.com. We did not try to reschedule the SAT test because the school College and Career Center said all SAT's must be completed by the end of November due to college registration dates that were due in December. The next SAT testing date was in December. My order/service has not been fulfilled due to SAT College Board staff errors.

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

Sincerely,

Business

Response:

At this time, we have provided the customer with allavailable information. We have taken the information provided by the customerand the test center staff into consideration and will not be offering a refundof these test fees. As previously stated the customer may transfer theregistration to a future test date and change fees will apply. We apologizethat the customer does not find the resolution acceptable but there will be noadditional options offered and we have advised the customer of this information.At this time, I request that this complaint be closed.