The College Board

Details from [redacted]:
[redacted] was initially advised of the results of the investigation and the option to change test dates on January *,...

2014. I called [redacted] on January **, 2014 and January **, 2013, I left a voicemail each time. I sent a follow-up e-mail to the candidate after the second voicemail. I reiterated the findings of our investigation that were initially reported to him, that he was turned away for not having a photo ID and advised of his options to change his test date.
An admission ticket and photo ID are required on test day for entrance to the exam. Our Test Administrative Services conducted an investigation with the test center, test centers document the reasons for test-takers being denied entrance, and the test center [redacted] confirmed that the candidate did not have photo identification. When a candidate is turned away for not bringing the required documentation, a change fee is applicable to transfer the registration to a future test date.

I called and spoke to [redacted] today.  I explained that when you register for an SAT exam, you agree to terms and conditions which state that a full refund of the registration fees will not be issued once the registration is processed.  Since the customer did contact us to request a...

refund prior to our partial refund deadline, I was able to refund the approved $10 which is also outlined in our terms in conditions.  I noticed that the student has also requested $33.75 in score reports when she registered.  Since the student did not test, I was able to cancel these reports and issue a full refund of $33.75.  The total refund for this issue was $43.75 which will be processed back to the credit card used at the time of purchase.

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]...

 
Also, The College Board contacted me this afternoon and informed me that they were sending my scores to my[redacted] address.  If they do not get here, I will add to this complaint.

No fax has been received from this customer.  We request that the Revdex.com close the complaint at this time as customer has been given clear instructions on how to submit documentation and it has not been received.

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 have already faxed my credit card informationand I have not received my daughter’s score yet. We have already made thepayment during registration and we need score urgent. So I didn’t bother to payagain. I am very disappointed with Collegeborad for their un-professional andunethical behavior. College board has no respect for student’s future and haveno professional decency to resolve student dispute in timely and professionalmanner. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Response from case [redacted]:
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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’.
I processed a resend of the students official score report. I reached out to the student to notify him of 1-2 week processing time for scores to be received by the school and the student has my direct contact information if school is still have trouble loading/ receiving his AP score report. The student stated the timeline is ok, and no immediate deadlines.
I emailed the students mother to confirm the actions I took. I provided the parent with my direct contact information as well, if the parent has any additional concerns or questions.

Revdex.com:At this time, my complaint, ID [redacted] regarding The College Board has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

Per case manager Vanessa DeShane:
I just spoke with this father
and explained the information was posted on our website in June and that the
deadline to receive a free October exam was the registration deadline of
September [redacted].  He asked why there was not a standard refund
issued...

for all students who were impacted by the June mistiming issue or why it
wasn’t standard that if they created an October registration the fees be
waived.  I explained that the company made the determination to address
this in a case by case basis and that it was not a standard exception.  He
stated that he never received an email and that it should not be his
responsibility to check the website for this information.  I let him know
the timeframe of when the information was posted on the website as well.
 He stated that it was bad business practice and that we should have made
this a standard exception.  I let him know that I would pass this
information along as feedback but that I could not issue a refund for the exam
based on the timing of his case. I tried to offer my contact information for
follow up but he hung up on me.

The reason for score delays varies by student.  Though most scores are available on the day of the published score release, there may be circumstances where scores need additional time to process.  Scores for this student are available and the issue is resolved.

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]

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.

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!

Good Morning,
As of this morning, we have been in contact with [redacted].  The name has been updated and we are working on getting the scores sent out as requested.
Best Regards,
[redacted]
[redacted]
[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:
 
 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,
[redacted]

Good Morning,
At this point, we have made an exception to have this customers score report sent overnight at no additional cost to him.  We have worked with [redacted] to make sure his materials were sent.  The rejection is due to an issue that he has with out internal process which has also been explained.  At this time, there is no additional action that can be taken on this complaint.  If [redacted] would like to discuss this issue further he is welcome to contact our AP services department at [redacted]

My daughter is trying to transfer to a new college for the spring semester. We requested her SAT scores be sent on October ** with a promise from The College Board that they take 10 business days to be electronically sent, with a guarantee they would be sent by November *. They took my $12 payment immediately out of my account. It is now November * and the scores still haven't been sent. I have spoken several times with a "manager" and was promised twice that my issues would be sent to escalation with highest priority. I should hear back within 24-48 hours. So far I have heard nothing and it is now one week past the 48 hours. My daughter most likely won't be accepted to her college because they have not received the scores.

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:

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

Case Manager Victoria W[redacted] made outreach to [redacted]
today.  She attempt to explain our
policies and that score send fees are valid but was hung up on by the
customer.  I have attached a copy of our
terms and conditions which are agreed to before a student can register for an
SAT...

exam.  As is shown in the highlighted
area, our policy regarding score recipients for scored registrations is clearly
communicated.  We are not able to report
scores for exams not taken, even if a student has taken previous exams.

Customer Care Specialist Taesha D[redacted] had been in contact with the customer.
- Customer was offered a refund for the Question and Answer Service and advised that this service is not dependent on future exams as it is not a test prep material.
 
-Scores for the October...

National Admin are now available. 
- Scores for the October School Day Admin will become available 11/**.

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]