The College Board

Good Afternoon, [redacted] was sent a detailed email on 11/**that explains our score reporting policy At this time, we have not received a response He has also been contacted by phone A voicemail was left with the contact information of his case manager On other attempts to reach him, the phone rang busy If [redacted] requires additional assistance, he can contact his case manager directly He should contact [redacted] *** at ###-###-#### or at [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I resent the fax twice today with a paper presenting what and who it was for In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] This company is full of incapable irresponsible people who are set to mess up your life They promised to correct infoon my admission card for the test for the first test I was sitting, but did not do so on time so I could not take the test They logged it as an issue with a number, and promised a hour response It did not get dealt with for weeks - the test came and went To reach them - long hold times, explaining the subject again and again and of course, dealing with someone on a different continent, who is mostly reading from a script NEXT WHEN THIS ISSUE WAS FINALLY RESOLVED and the date set down, some weeks later - THEY MOVED MY TEST TWO MONTHS, OF THEIR OWN CHOICE, and then WOULD NOT MOVE IT BACK AGAIN So, I lost my chance to get to University this year A year wasted for my education AND THEN they try to shift the blame to me This company is badly run, full of people that have no power to do anything, the rot probably goes all the way to the top They think someone is not going to swear when they do this to someone? And now they do not admit their wrong? In a word [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Upon speaking with the customer, a one time exception was made to send scores to three schools at no charge

Good Afternoon, We were provided the following information by our AP Test Taker Advocacy Department: I spoke to the test taker and explained that we do not have his statistic test book to orderI explained that after each administration test takers have about months to get a copy of the free response bookHe wanted to see the written policy so I sent him a copy of the bulletinHe seemed fine with thatThe letter will be mailed today Best Regards!

Per Customer Care Specialist Caitlin Neeley: I e-mailed the customer at the e-mail address she provided, face="Calibri"> [redacted] , on March **, I advised in this e-mail that we were investigating the issue with our AP score services departmentI 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 **, requesting information regarding the students archive AP score report orderThey replied the same day advising that the order, to [redacted] , was processed on March *, 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 **, for score receipt AP score services confirmed on March **, that these scores had been delivered on March **, 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 providedWe spoke and I advised that the scores had been sent on March **, I additionally advised that I reached out to the University and they confirmed receipt of these scoresThe customer confirmed she did not need additional assistance

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,I do not anticipate getting the information I have requested, 1) why were calls not returned within the timelines provided by the customer service rep and 2) what were the reasons for the delays in processingClearly College Board does not wish to fully address these issues which further supports the general feeling of credibility issues with the scoringI have exhausted all avenues and no longer wish to spend any additional time on this matterSo no, it has not been resolved to my satisfaction, but yes, I no longer wish to pursue this
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedThe 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: *** Thank You,Accounts Receivable*** *** ***
*** *** ***
*** ** ***
***"Connect to college success""
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 9901405, and have determined that my complaint has NOT been resolved because: The College Board person who responded is a LIARI did not yell at her or anyonewhen she called me during my workout, I told her unless she was going to return my money, I had nothing further to say to herShe said, NO!, so I hung upI never raised my voice onceThey same
woman (or perhaps some other it who works there) accused me of swearing at her earlier on the phone, and that too was a liePerhaps they are so accustomed to being yelled at and sworn at that they just assume people are going to do thatRegardless, there is freedom of speech in this country and if you are going to work at a scam operation like College Board, then you ought to expect that someone will yell at you or swear at you occasionallyFind more ethical work and stop being a baby if you want to complain about being yelled at
College Board has no defense for not sending my son's cores as they promise to do at their website when they scam people into paying for their serviceNOWHERE did it say we only had days to pick the colleges he wanted to send the scoresMy son didn't even know the scores himself in daysNot only that, my son took the test twice, so he should be able to claim test scores sent somewhereThen there is the FACT that they had at least and at one point, 3, different names for my son's account which they interchange randomly so we were unable to access itThey tried to say that it was my son changing it, but he swears he didn't, so they forget that we had already complained numerous times when we were trying to access the College Board site to get informationThis is just a scam operation who prey on people who need something like college testsMy guess is they also own funeral homes and scam people who are grieving too.
Unless I get at least my $returned, I will NEVER consider this settled and I will continue to pursue itI will continue to complain to every consumer's rights group I can findI will tell everyone I know and I will make sure that College Board is revealed as the bunch of lying scamming cheats that it is.Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Kristie Jones Gitnes

Revdex.com:
I have reviewed the response made
by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

I understand that the customer is looking at this as a duplicate transaction, but
that is not the caseThere were two separate orders placed on two separate occasions
Both orders were fulfilled as requested by the customerWhile I understand the
customer and an issue with our system, this is not grounds for a refund as both
orders were processed as requestedThe customer is provided with a send score
history so that they can see when scores were sent previously and this student’s
history shows scores sent to the university in questionThere is not a pop up
to advise students to contact College Board because we are not the ones in
control of what a student selects to sendIf an order was placed previously
and there was an issue with the order, we could investigate that if we had been
contactedPlacing another for the same institution does not always indicate
there has been a problem with a previous score sendWe will stand by our
decision not to issue a refund in the caseI recommend this complaint be
closed at this time

*** *** has been advised that because schools were notadded by our days after the test date policy, that she must now pay to havescores sent. *** *** 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. *** *** 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. *** *** *** *** ***

Due to a new security policy adult test takers were transfered from the March SAT administration to the May administrationThis change was implemented to ensure that
everyone taking the test is doing so for its intended purpose: to apply to and attend a college or university undergraduate program, or to apply for scholarships, financial aid, or other programs that require a college admission testA hotline was provided for registrants who were testing for those purposes to be moved to March, but the only communication received from this customer was a a string of profanity
There is no indication of a college score recipient on the customer's registrationAt the time the Revdex.com complaint was received it was too late to move back to MarchThe May registation can be canceled and refunded per options provided to the customer

Please see the additional information from the *** ***, *** ***:
I contacted *** at UC Berkeley and provided her with the email communication the student received from her direct contact within the admissions office. I advised that although *** advised students don’t need to have their AP scores to register for classes, the student was notified that she needs those AP scores in order to register for two specific classes. I requested they expedite processing her scores
Soon after I sent the email, I received an email notification that the students’ scores were processed and will appear on her account beginning today. I contacted the student and provided her with this information. I advised that she may log onto her account tomorrow and view her AP scores as well as register for the classes that she needs. I advised the agent rushed the order on Monday and waived the fees. As there was no payment submitted for this order, I asked the student what exactly she was disputingShe advised her mother was handling that part of the claim and she was strictly managing the score report being received at the university. I requested to have her mother contact me so we can further discuss.
I received a phone call from the parent and provided her with the same information, that her daughters AP score report was processed and scores will be reflected on the account tomorrow. I advised that the order was placed rushed and the fees were waived. I provided my contact info so they may contact me should they have any additional questions/concerns. I apologized and for any inconvenience this may have caused and she advised she’d contact me should they have questions

At this time, I have been contacted
directly by The College Board regarding complaint ID ***, 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/**/and escalated my ticket and someone did call me backThe person I spoke with said, it will take another - 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 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,
*** ***

At this time, we have provided the customer with allavailable informationWe have taken the information provided by the customerand the test center staff into consideration and will not be offering a refundof these test feesAs previously stated the customer may transfer theregistration to a future test date and change fees will applyWe 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