The College Board

The source of the issue was the student having multiple answers sheets on the day of the October exam.  This faciltiates an exceptions scoring process which can take 3-5 weeks from the date of score release to complete.  Scores from the October exam became available, so no refund will be issued for the November exam.  I have issued a refund in the amount of $31 for the rush fee what was paid on [redacted] for the score report orders as rush orders cannot be fulfilled within a rush time frame at this time as stated on our website.  The customer will receive the refund directly back to the method used to pay within 3-5 business days.

Better Business...

Bureau:
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:

 Yes, I was contacted and Tia B[redacted] told me that new scores would be sent out, but it would take another 7-10 business days for me to receive them.  I am now waiting to receive the scores (I have been waiting to receive the scores for almost two months now).  I was not given her direct contact information as stated in the company response.  My complaint will be resolved when I actually receive my scores.
 
[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.

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]

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

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]  We did respond  as requested for a full fund. we want the reminder amount credit back to credit card on file
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Please be advised of the
following actions taken for [redacted];Processed a one-time approved exception to waive the fees to resend the scores to the AI and [redacted]Advised parent that we do not process refunds for fulfilled services, and we are not responsible for the...

purging of scores by institutionsResolution deemed satisfactory by customer

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]

We were able to verify that the student's scores were not received by the school.  A full refund has been issued and the student has been notified.Thanks!

Revdex.com:
I received an email resolving this yesterday
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 habeen...

resolved.
Sincerely,
[redacted]

Good Morning,
 
[redacted]'s scores had to undergo and exception scoring process due to the student submitting a duplicate answer sheet on the day of the exam.  The student's scores are now available and can be viewed via their online account.
 
Thanks!

The last contact to the customer was made by Ces which takes case escalations that cannot be managed at our call
center level. This is not a scripted department. All relevant information has
been provided to the customer and we also provided a copy of the terms and
conditions that the customer agreed to when registering as part of this
complaint. Based on those accepted terms and conditions which clearly outline
our policy, no exception will be made.  Per the customer’s request, we will not be making additional outreach as
policy has already been explained and we have no additional information we can
provide.

Per Case Manager Colleen Meidt:
I spoke with the father of the
student regarding the issue. He was concerned with [redacted] University not
receiving scores. I confirmed with him that his daughter’s scores were sent on
10/**/15 and the college now has the ability to download the file....

He stated
that he has called the University numerous times and the admissions office is
continuing to state that the scores are not in the student’s account. I advised
him that the school will have their own internal processing time to digest the electronic file sent and add scores to student accounts. He advised that he will contact
the University again to ensure my information was correct.

Good Afternoon [redacted],A CLEP Customer Servicerepresentative will be in touch with you within the next 24-48 hours to speakwith you about a CLEP Voucher/the renewal of your CLEP registration. When your order was placed, theordering terms and conditions and the...

expiration policy were included (1) inthe ordering FAQ and (2) on the right-hand side of the ordering screen. Over the past few months, the CLEP Program has made several major enhancements,which include expiring ticket email reminders and more prominent expirationmessaging. We do apologize that the messagingwas not as prominent when you placed your order and look forward to workingwith you to renew your lapsed registration at no additional cost.

We spoke to [redacted] at [redacted].  She confirmed that there was a delay inprocessing the score report disk sent by College Board but that scores werereceived for [redacted] and processed into our system from this disk on3/**/15.  We are currently waiting on...

acall back from the score processor to find out the reason for this delay.  It is College Board’s policy not to resendscore until follow up can be made to the institution to find out why theoriginal scores were not received. Because institutions decide how they would like to receive their SATscores (in this case, by disk) we are not able to send scores by another methodto the institution.  [redacted],Customer Care Specialist, has made outreach to the customer to confirm thatscores have been received by the institution. No refund will be provided as the institution confirmed receipt of thescores via the desk from College Board.

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]
The policy statement that was sent to me does not address, explain or account for the 4 free score reports that are to be included with each SAT registration.  Where does it say in the policy statement that those 4 free score reports cannot be applied and used to send previous score reports if the students opts not to take the exam on the date that they registered for? I would appreciate seeing this specifically in their written policy and highlighted for me.  This is part of my complaint and has not been addressed by College Board--the highlighted text in the policy statement they sent me does not address this nor do their previous responses. 
Sincerely,
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer care specialist, [redacted], has made outreach to the customer and provided her direct contact information for follow up.  At this time, no response has been received from the customer.

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:

[[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,
[redacted]

Below is the information as provided from the case manage how handeled this issue:
Below is the information I found
regarding this matter.
·        
Confirmed the
student contacted...

College Board on 6/**/2014 and spoke with an agent to have
scores placed
·        
Confirmed agent sent
scores to the incorrect DI
·        
Confirmed a new
order was made and scores were sent
 
As this was an agent error, we
are able to issue a refund for the student for the rush fee of $25.00. 
This order has not yet come through to our financial system, however, once it
has hit the account, I issue a refund.  Below, I have provided the actions
I’ve taken on this inquiry.
 
·        
I contacted UC
Berkeley and spoke with [redacted]. She advised that regardless of when
scores are sent, it takes a little over a week for scores to be processed and
applied to a student’s file. She did confirm that they have not received her AP
scores, however, AP scores will not prohibit the student for enrolling in any
classes.   [redacted] also stated that the student is already enrolled
with classes.  [redacted] requested that I email her a PDF copy of the score
report to see if any exceptions can be made with manually entering these on the
students account, though, there’s no deadline for receiving AP scores.
·        
I attempted to
contact the student twice via phone, however was unsuccessful as I kept
receiving a busy signal.  I emailed the student and requested that she
contact me so we can further discuss.  I provided her with my contact
information as well as office hours.
·        
I generated the AP
score report and emailed it directly to [redacted].
·        
Once the order has
hit our financial system, I will issue a refund and advised the student of the
timeframe 5-7 business days to receive this back on their credit card.