The College Board

Response from Case Manager *** ***:
On Tuesday, May **, I attempted to contact the customer (via phone: ###-###-####) but had to leave a voicemail. In my voicemail I advised the customer that as we had received medical documentation
previously, we could still make the courtesy exception to waive the change fee and transfer the registration to a future test date. I also provided my direct contact information for the customer to follow up with me. As of today, I had not received a response, so I followed up with the customer again via phone and had to leave another message advising the same information. As I made a second attempt to contact the customer, I have closed the case.
I did want to inform you that there was also a previous case that was managed and closed by *** *** (Case ***). *** attempted to reach the customer via phone and left a voicemail on December **, about transferring the unused regto a future test date. As her second attempt, *** sent an email to the customer and then closed the case on December **,

Good Afternoon,">Customer Care Specialist *** *** contacted *** *** today in an attempt to discuss the situation with her. *** advised that *** *** was not willing to hear what she had to say and continued to yell over her. *** *** advised *** that she did not want contact from us as she had already reported us to the Revdex.com and Oregon attorney general. She advised that unless we were going to refund her money, not to contact her. At that point, the call was disconnected
As per our website, students are provided free score recipients with their registration. They have up until days after the test date to add free score recipients to the registration. Score report orders placed after this time frame incur additional charges. In addition to this information being provided on our website, the student is also notified when going through the registration process. If no score recipients are added, a pop up box appears to state that they have up until days after the test to add them and the customer must confirm this message before they can proceed. The student is also sent reminder emails that indicate when they still have time to add the four free score recipients. Our policy can be found on our website here *** and in the terms and conditions that are agreed to when registering.
Given this information, we will not offer *** *** a refund of the score report order she placed as the order did not fall within the time frame given above. We will also not refund any of the student’s registration fees as the student was able to test and scores have been provided

*** *** *** *** *** has been in contact with *** ***. The customer should contact her directly with questions. Her information is as follows:*** ***
*** *** ***
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- Doesn't offer online score reporting for scores older than
- Charges $to send a score report by US mail (takes 2-weeks)Ridiculous price for slow service
- Charges $to rush a fee to rush a score, but this service is only %reliable (this is what their representatives told me)Ridiculous price for unreliable service
- Phone operators use mics that make it difficult, or possible for them to be understood (the mics are constantly maxing out - difficult to listen to, much less understand)
- They won't send their electronic files to any service not on their listWhy - I have no idea

However, the test taker did not complain during the exam that there was any noise, talking or other distractions. She did not lodge a complaint
with the test center that she had been distracted during testing. Because she did not lodge a complaint with the testing center at the time of the exam, the center did not submit a CPR to document the test taker’s reported issues
CLEP Services received the initial complaint on August ***. Her initial email only commented on a man behind her making noise, there was no mention of a proctor. The test taker’s email lacked information needed for CLEP Services to positively locate her account, so they responded by email asking for further information from her. She responded to that request with another email on August ***
CLEP Services spoke to Sandra M***, the proctor. She stated that the test taker made no complaint during the exam nor immediately after finishing the exam
Because CLEP Services was unable to verify her claims, and the system shows she answered all questions and exited the exam with minutes left, her request to waive the retest policy and a voucher to retake the exam was denied
The test taker submitted an appeal on the ***, where she added the detail about the proctor also causing distractions by talking during the exam. This is the part we are attempting to get a response from the test center about
The test taker scored a on the exam
After the retest waiting period of 3-months has elapsed, CLEP Services can assist the test taker with finding another test center to take the exam at

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The following is what I received from Leandra L***I have copied and pasted my e-mails with herMy daughter and I thoroughly checked their website for information and did not see what she sent to you in her response on any page on their website at the time we were lookingOf course, a business can change a webpage at any time, which is what I feel they have done in this caseAs a matter of fact, that is what I suggested they needed to do in my final response to her as you will see belowCase #***Inbox x*** *** Nov * (days ago)to ***I have tried repeatedly to reach you (left two messages by phone at your voice mail) and I forwarded my daughter's e-mails to you the other day along with an e-mail message. L***, Leandra Nov * (days ago)to me*** ***
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Leandra L*** Customer Care SpecialistCesThe College Board*** *** *** *** ** ***T ###-###-#### F ###-###-####***Challenging all students to own their futureFrom: *** *** [mailto:***] Sent: Thursday, November **, 9:AMTo: L***, LeandraSubject: Case #***Attachments areaPreview attachment *** * *** October SAT Admission Ticket.pdf* * *** October SAT Admission Ticket.pdf* *** Nov * (days ago)to LeandraThis is the test ticket with her original test date of Oct* on itWe know that if she tested on Oct* that her free reports had to be sent by Oct**She did not test on Oct*She tested on Oct**Why does she not get nine days after taking the test on Oct** to put in schools as stated on your website? When the test date was postponed, she logged onto your website and looked for any information regarding not getting the standard nine days to put in schools for the four free score reports if the test was postponedShe did not find anything except that students are allowed nine days after taking the test to request their four free score reportsThat is why she did not put in the schools, because she read what is stated on your own websiteIt is unbelievable to me that your business would not make an allowance for this situation when we followed what is stated on your website.L***, Leandra Nov * (days ago)to me*** ***
*** *** *** *** *** ** * *** ** ** *** *** *** *** ** *** ** *** *** *** ** *** *** *** *** *** ** *** ** *** *** *** ***
*** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** ***
** *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** ** * *** ** *** ** ***Sincerely,Leandra L*** Customer Care SpecialistCesThe College Board*** *** *** *** ** ***T ###-###-#### F ###-###-####lel***@***Challenging all students to own their futureFrom: *** *** [mailto:***] Sent: Thursday, November 05, 11:AMTo: L***, LeandraSubject: Re: Case #*** *** Nov * (days ago)to LeandraThis is unrealIf my memory serves me correctly, my daughter's admission ticket to the rescheduled test arrived at our home AFTER October **Therefore, your point is mute, because she did not have the admission ticket to see the note prior to the deadlineNevertheless, you mean that the only place it is mentioned that the deadline is the same if a student's test is postponed is on the second page of an admission ticket in microscopic print? That is just incredible when you send out e-mails and have an extensive website full of information regarding deadlines, etcon the SAT testWhy did you not include that information in any of the numerous e-mails that were sent out? I would venture to say that most all students never read the second page of their admission ticketsAny reasonable person that wants information from an online-based company looks to the information published on the company's website to find answersI have dealt with a lot of companies in my many years in the business world, and this is the worst experience that I have ever had with customer serviceI have never even thought about filing a complaint against any business with the Revdex.com until nowI still feel that this is unfair and will say so to the Revdex.com in my reply to them on the complaint that I filedYou might think that $times is not much money, but it is to many of usWhen a business has information in "black and white" print on their website, I take it to be what they stand byBut I guess that is not the case in your businessAs I am forced to pay you this amount, I just wonder that if the colleges that are forcing our children to take the SAT to gain admission knew how your customers were being treated, then would they be so inclined as to require your test for all children? I also wonder if the SAT was not required, then might your customer service be a little different? Throughout this whole process, I feel like you don't care what the customer thinks or how information is presented because you don't have toStudents are forced to take your test, pay the extremely high fees that you charge, and we have no way around it if our child wants to attend a four-year university out of high schoolIf you can't tell, I am a very unsatisfied customer, and I assure you that I will tell everyone about my bad experience with your company at every opportunity that I get in the futureAt the very least I hope that you put a message on your website where students would actually see it that says if tests are postponed that the deadline remains the same and the standard nine days does not apply to postponed testsThat one simple sentence would have taken care of this entire situationMy daughter would have known to put the schools in and not go by what your website states
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

My name (the parent) and birth year was accidentally entered under the student's information on the accountThis needed to be changed or he would not be able to test because the name on the account needs to match his ID'sI understand that completelyI called MondayI was told to email forms of ID to *** and add the incident number in the subject line, which I didI was put on hold while this was "escalated" and then told that it would be addressedI got a confirmation email the next day that his date of birth was changed and high school was changed I called again because the high school did not need to be changed, his name didI was put on hold while it was being "escalated" again and was told that it would be correctedThe next day, I checked the account and no changes were madeI called againI was told that the incident was accidentally closed out and that it was a good thing I calledI was given another incident number and asked to send the forms of ID againI was asked to provide my email or phone number so that I could be called when this was addressed and was told that this would get done so that he could take the testI provided my email and phone just to be sure they could reach me when this was completedI did not hear anything and called againI was put on hold again so this could be escalatedI was asked to resend in forms of ID a third time and to give my contact information so that I could be notified when this was taken care ofI explained that I already emailed the ID's twice and that I was worried because my son was testing the following dayI asked to speak to someone else in charge and was not able toI was told that if I went to the school with my son and showed my ID that he would be able to test and that the name would be updated in to daysI asked for a 100% guarantee that if I went with my son to the testing site and showed my ID that he would be able to testI was assured but I am doubtfulI emailed the main email that I obtained on the website explaining everythingI received an email immediately that I should call the SAT number that I have been calling or email ***I am in disbeliefEach time I call, I have to re-explain the entire situation and answer all the questions againI would get cut off in between explaining, was told that this was escalated numerous times, that it will be taken care of, and that I would get a call or emailI asked if it could be explained to me why the name cannot be changed right away, while on the phone, with the forms of ID sent already twiceThis could not be explainedIf it could be explained, maybe I could understand why they cannot change the name when they have what was asked to be sent, the forms of IDThis is infuriating because each person says the same exact thing, like robotsThis is sad!

Our AP Score Services confirmed the following today:
An archive score request
for this test taker was received on 10/*/14. This request was fulfilled
this morning; his score report was mailed via USPS. Prior to this request
we have no record of
receiving any other request for him As a courtesy,
we are resending his archive score report via UPS Next Day Air at no additional
charge
The UPS Tracking number is
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Sirs,
I have tried to respond straight from the Revdex.com website link to the complaint but it won’t allow me to do this as it states there is no action needed on my part
I have reviewed the response to my complaint from College Board and I have left messages for a return call from Valerie Marzak and all of my messages have gone unreturned.
*** *** states that College Board attempted to resolve the issue by rescheduling the test. This is incorrect. I have every email sent and received from College Board and, each time, rescheduling was denied.
At this point, I would like a refund. This has been going on since December. The next test date is not until October and, at that time, he will already be in college.
I was given days to respond. I have been trying to resolve the issue with College Board. Today is the 6th day and my response is above
Thank you,
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Customer care specialist, Leandra L***, spoke to the parent and advised the policy which is that score recipients must be added by days after the original test date. The parent still disagrees with the policy but it is available on our website at the following link:
Customer Care
Specialist, Leandra L***, spoke to *** *** regarding our policy. Though the parent does not agree, it is called out on our website that score recipients must be added within days of the original test day. The link to the website can be found below, along with a direct quote from the site.***
"You can send score reports
at any time from your "My SAT" accountNote: please remember that
there is a fee for sending score reports, starting ten days after your original test date..."
An exception will not be made in this matter and the parent has been advised of such

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The SAT subject test scores were not delivered on 11/**/as promised. I sent messages specifically to the National Office in *** ***, through the College Board websiteon 12/*/and 12/*/14. I also sent letters, one to the National Officein *** *** and the other to the *** *** Office in *** ***,**. I also called the College Board on 12/*/and spoke with “***” and her supervisor, “***”, who told me that my son’s test scores were “pending, under suspense”. *** had no other information regarding the scores and told me she would send the matter off to the “escalation department” with a message thatthe matter was urgent I requested that someone call me back the following dayI didn’t hear from any College Board representative until one weeklater.In his response to the Revdex.com, College Board representative, *** ***, did not address the fact that I told him I had spoken with two College Boardrepresentatives on 12/*/(one was a supervisor), requesting that they expedite the matter as the due date for college applications was on12/*/14. During my phone conversation with *** on 12/*/14, he indicated that he had not seen any phone messages on his system until I mentioned having spoken with the representatives on 12/*/14. Then, upon further search in his computer system, *** found the phone messages and told me that they had not been "flagged" as an urgentmatter. At the beginning of my conversation with *** on 12/*/14, I asked him which of my five correspondence requests was he was responding to andhe told me that he was responding to my letter mailed on 12/*/to the College Board *** *** Office, which stated that I was considering taking legalaction (not the phone call or customer service website correspondence I had made the week prior).My son contests that he filled in the Spanish with Listening test bubble on the answer sheet. During our phone conversation on 12/*/14, when I asked **.*** why my son's scores had been delayed, he replied that he couldn't figure out why. Twenty minutes into our phone conversation, aftermumbling that he would try to look in another part of his computer program, expressing concern he would "break the system", *** finally came upwith the excuse that my son had filled in the wrong bubble on the test sheet for the Spanish with Listening test (our conversation lasted approximately 23minutes). When I spoke with *** yesterday, 12/**/14, I requested that I see proof of his claim that my son filled in the wrong bubble for theSpanish test. He told me that normally the College Board did not release test sheets to anyone but that he would ask for an exception. I amawaiting his answer.The day that my son took his tests (11/*/14), only Spanish with Listening tests were administeredThere were no other Spanish tests offered. Surely,this fact would quickly answer any questions or doubts as to which test was taken. My son's math test scores were withheld as well even though therewas no confusion as to which math test he had taken.This debacle has caused a great amount of stress for my son and me and the College Board is refusing to be accountable for its irresponsibility and lackof organization. This matter is unresolved until the College Board submits a formal apology to me and my son and reimburses me for the settlementrequested: tutoring fees, test taking fees and test order fees
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The statement from College Board " is up to the student and parent to know what has already been sent and what is
needed for their individual college applications process. We help to support these decisions by
providing the student with a detailed list of their scores sends in their
online account. That said, it is ultimately
up to the student and parent to make decisions and place order based on their
individual needs. College Board will
then fulfill those requests" is the reason I do not accept their response. My point is that the school advised us they did not receive the college scores. We then requested duplicate scores to be expedited from College Board to the school. College Board should have an error message that pops up, programmed into their system, that says "if your school reports that they did not receive scores and you know that you selected the School to receive scores on your SAT test, before resending and/or paying a charge to expedite scores you should be contacting the college board first". The College Board company has the advantage of understanding and knowing about the procedures in place, dealing with FIRST TIME students and parents applying to College with LIMITED understanding of the process. The college board EASILY CHARGES students and parents Duplicate fees and expediting fees instead of putting an alert message to help the first time college applicants and parents. I discussed this same situation with friends this weekend and low and behold another parent had a SIMILAR THING happen , she did not think the college received scores and she expedited them a second timeWe marveled at the SAME PROBLEM happening to both of us. College Board is a monopoly that understands the process , they should define the process more clearly with and year old first time college applicants and parents and have a computer system set up to prevent us from OVER PAYING DUPLICATE fees in situations where it is CLEAR the parent/ student should be calling college board FIRST before reordering test scores and expediting scores
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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 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

Per Customer Care Specialist *** ***:
I spoke with the customer today regarding the request to send score reports at no cost for OctoberAdvised that students may add free recipients to
the registrations during the nine day post administration timeframe, at no cost, and any changes or requests made after this timeframe will be subject to the applicable score send feesAdvised that the student added the recipients to their November registration and NOT OctoberStudent advised he just needed clarification on the process and was happy to hear that all scores will be sent out after November score releaseI reviewed the student score recipients and administrations selected on the registration to confirm accuracyThe student advised that he no longer required any additional assistance and all was clear now

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:
"margin: 0in 0in 10pt;">
I have seen the scores and we did get notification, however, the basic premise remains unclearWhy did not a single person return my calls in the time frames they provided me? Why was there a delay on publishing some of the scores and not the othersThe fact that some where delayed and others were not and some still have not been published leaves me feeling uncertain about the validity of the scoresThis process should be transparentThere should not be secrets when delays occur it hurts the credibility of the program.
Thanks for listening
Sincerely,
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
[redacted]

Per Case Manager [redacted]:
I have reached out to the customer via phone twice and have left voicemails both times. Please find below the details regarding what my voicemails entailed:
"margin: 0in 0in 0pt 0.5in;">· I advised the customer that in our system he was only charged once for his Archive additional score order and that those fees were valid. I also advised that scores had fulfilled to his DI on May **, 2016.· I advised that when we had spoken (on May **, 2016) previously that I would (and had) placed a new order at no charge due to the previous order being submitted incorrectly· On May **, I also submitted a score report letter to his institution to assist with speedy delivery of his scores and received a generic response from the institution about receiving my email, which I had forwarded to him on the same day that the score report letter had been sent· As I received no response from my first call (on the new case). I followed up with the customer to reiterate the previously delivered information and again advised the customer that if he had any additional questions or concerns to contact me directly as I am his direct point of contact· The customer has my direct contact information from previous emails I have sent him, as well as the voicemails I have left him

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]...

Our records show that this student's SAT scores were sent to his high school in May 2010. Based on the time when these were sent we cannot investigate these records at this point. Attempts to investigate with the school have gone unanswered. At this point due to the age of the tests we cannot resend scores to the high school.
The customer has SAT scores available in the archive that can be reported to schools for admissions purposes.

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.