The College Board

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]  you will not close this account until  you have given us the full refund  because we did call  and e-mail you 24 hours notice . We do need that money back as soon as possible due to financial difficult . I am a senior with disability.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customers appeal has been reviewed and approved.  The registration was reinstated.

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:

 
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,[redacted]

Response from Customer Care Specialist, Vanessa D[redacted]:
 
[redacted] contacted our customer service department due to the fact that the score report order he had request in December was never...

delivered.  In order to resolve his issue I reached out to confirm his mailing address.  We placed a new order and requested tracking information.  That new order was fulfilled on 04/**/16 and tracking information for [redacted] delivery was provided to the student.  Per the tracking information the package was to be delivered on 04/**/16.  This new order was placed at no charge to the student and his case is now resolved.

Customer has been contacted by customer care specialist, Jay T[redacted].  Customer was transferred to October and fees were waived.

The agents involved in this case have all be coached.  A refund was issued this morning and [redacted] should be able to see this directly back on the card used to pay in 3-5 Business Days.

[redacted] confirmed that they would accept scores via an email from [redacted].  This was sent this morning.  A voicemail was left for [redacted] and she was also sent an email with this information.

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. A person from the College Board contacted be and the issue was resolved. Thanks for your help.
Sincerely,
[redacted]

The State of Michigan just switched to this test and what a horrible experience it has been. My daughter took it in March 2016 and entered her choice schools to send her score. She then took it again in April 2016 through her school. We received the March scores about 8 weeks (!!) after she took the test and only a few days before she received the April scores. By the time we received both sets of scores, it was already "late fee" time to register for the May test. There were no test sights located in our county, so we drove an hour away to take the May test. The April and May scores were never sent to her choice schools because they do not want to "assume" which schools you want them to send the scores to, really?? The ACT service carries your school choice forward and automatically sends them, NO Problem!! Not SAT, now it is another fee, $12, for each school you want to send the scores to. O.K., so on 7/**/16 I paid for them to send my daughter's scores to a University and they immediately charged my credit card. Now on 8/**/16, they still have not sent the scores. Their "customer service" (HA HA) person informed me that it takes 1-2 weeks and when I told him it has already been 15 days, more than 2 weeks, he couldn't respond. Shame on the State of Michigan for choosing such an incompetent vendor and putting our children's future in their hands!

The College Board’s records indicate that both June 2015 and October 2015 SAT scores were included in the reports that were fulfilled to the schools listed below. On February **, subsequent to the messages that were sent to the customer by the schools, the College Board made outreach to each admissions office to investigate the issue.
 
[redacted]
 
[redacted]
The above file information was provided to [redacted] on February ** and he was able to retrieve and verbally confirm both June and October scores from the file sent by the College Board on November **,2015.
 
[redacted]
 
[redacted] 
The above file information was provided to [redacted] on February ** and she was able to retrieve and verbally confirm both June and October scores from the file sent by the College Board on November **, 2015.
 
[redacted]
The above file information was provided to Jessica on February ** and she was able to retrieve and verbally confirm both June and October scores from the file sent by the College Board on November **, 2015.
 
The College Board cannot control or comment on any issues with initial retrieval of scores by an institution, but has acted with due diligence to investigate the complaint and verify that the scores were sent correctly. The admissions offices have confirmed that they are now able to see the full reports that were originally sent on November **, 2015 in their records.

[redacted]
 
This inquiry was regarding the November 2016 SAT Test Performance information not appearing when the parent clicked the ‘See Them Now’ link thru the student’s MY SAT...

page. The correct November 2016 scores are and were viewable the entire time, but the test performance information had yet to be loaded onto the student’s online profile. The student had an opt-out of make-up hold released that same day, which in turn delayed the test performance information being loaded onto the account. At this time the student’s online account has the November 2016 test performance information showing and I left a voicemail for the parent to advise. Parent responded via email confirming they logged onto the student’s account and can now view the results. No further questions, case is now closed.

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

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:

Per The College Board's own records-see attached-they failed to send scores to the high school.
Also Per The College Board's records (attached), they failed to send the missing scores as previously indicated to the Revdex.com.
For every score I have to order sent from the archives, the College Board charges $46.
The College Board did not/has not sent the missing scores to the colleges on 11/**/15 as they advised the Revdex.com.
I have just paid to send scores to a [redacted] and here is the College Board's official list of the schools they have sent the SAT scores to.
Nothing was sent in response to the Revdex.com complaint as [redacted] the College Board's case manager stated incorrectely in her Revdex.com response.
MESSAGE FROM BUSINESS:[redacted]
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Per Customer Care Specialist Caitlin Neeley:
 
I e-mailed the customer at the e-mail address she provided,

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that there is no resolution and wish to discontinue the complaint process..
Sincerely,
[redacted]

Good Afternoon,Outreach was made by [redacted] on [redacted].  [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.

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 2002 statistic test book to order. I explained that after each administration test takers have about 4...

months to get a copy of the free response book. He wanted to see the written policy so I sent him a copy of the 2002 bulletin. He seemed fine with that. The letter will be mailed today.
Best Regards!

Response from Customer Care Specialist [redacted]:
I made outreach to the customer on May *, 2016. I initially left a voicemail advising that we were unable to update the student’s photo at this time. I advised student...

could transfer registration to a future test date once fall dates were announced. I provided my contact information and offered assistance transferring SAT or answering any additional questions.  
The parent called back and we spoke regarding this concern. I advised that we could not update the photo or change the registration this close to the test date. I advised parent that student could attempt to test but would likely be turned away on test day as photo does not meet our SAT photo requirements. I listened to feedback regarding negative experience with CB call center and advised I would provide feedback for training opportunities.
I provided customer again with my contact information and encouraged her to contact me directly with all future inquiries. I am unsure if student was able to test on May *, 2016.