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On 6/*/15, Case Manager [redacted] calledand left a message to advise the reason for the delay.  The reason for the delay was that the student did not provide the form code of the exam they took on their answer sheet.  Because of this, we had to pull the students test book to confirm and...

the code which takes additional scoring time.  Scores for the student were released today, 6/*/15, and [redacted] called to notify the student of score availability.

My son was scheduled to take a test on ** Jan. 2016. It was cancelled due to a snow storm. The SAT Board provided a make-up date, that we could not take. We could not find a way to change the test date to a date that we could attend online, without paying an additional fee. I tried calling, and the representative could not make the changes without a manager. There is NO reason, that customers need to request a manager to reschedule a test that was cancelled due to a snowstorm. I am left wondering how many other students cannot make the make-up date, and whose parents did not request a manager who are paying the additional fee.

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.

Better...

Business Bureau:
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]

This student’s request to transfer back to March was approved and actioned by the College Board on March *, 2016.  The student should have received a confirmation of the actions taken.

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.
The business, The College Board, responded promptly and credited...

us the late fee (the main issue in my complaint). 
Sincerely,
[redacted]

Per [redacted]:We have investigated this issue with the test center.  The center posts room assignments for students to check prior to reporting to their assigned room.  If a student arrives at an incorrect room, they are asked to go back to check and find...

the correct room.  Staff is available to assist students with locating the correct room and are all familiar with the testing facility.  Per the terms and conditions that were agreed to when registering for an exam, we will not issue a refund.  The student has the option to transfer the registration to a future test date but a change fee will apply.The parent was contacted and provided this information today at which point the call was disconnected by the parent.  Should there be any further follow up questions, they should contact their case worker directly.

Customer service spoke with the customer on February **. The representative processed the name change and transferred the registration to the March * SAT administration.

Good Afternoon, Could you please close this complaint as the customer is not satisfied?  The customer has been notified on numerous occasions that she will not receive a full refund per the terms and conditions that were agreed to at the time of registration for the SAT exam. Thanks,

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:

After making several attempts (daily) to contact [redacted] and leaving her home and cellular numbers, she finally returned my call on June ** at 10:30am.   [redacted] stated that an email was sent to my son's email in December 2015 stating that the fee to retake the SAT would be waived. 
Why College Board would, all of a sudden, start using my son's email is beyond me.  They email sent to my son does not state that they will waive the fee.  In fact, I have emails sent to me after the December 2015 email, again, stating that the fee could not be waived. 
This has gone on for 6 months.  They continue to reject the waiving of the fee until Revdex.com gets involved.  The SAT test is no longer needed now as the next date is October and my son is already enrolled in college. 
I have asked for a refund of the money I paid.  They have decided not to refund my money ($54.50). 
I will be taking further action as I think that there shady dealings should not go unnoticed. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The delay in scores was caused by the student having duplicate answers sheets on test day.  When this occures, the scoring process takes additional time.  Case manager Oscar S[redacted] has confirmed with the student that she will receive score, however her answer sheet us undergoing an...

exceptions scoring process.

Refunds have been issued in the amount of $115.50.  Case manager Brandy A[redacted] contacted the institution today and was asked to fax a score report which was completed.  This institution requested to receive scores via disk.  Our rush services requires us to ship orders within 2...

business days.  That was done in the case but due to the method in which the scores had to be sent, the school.  The school has now received the scores in the form of a fax.

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], and find that this resolution is minimally satisfactory to me, yet I will consider it resolved. I should have received an apology for mistake made by the College Board ordering department, the lack of follow through from the customer service center in the Philippians, and the unprofessional, confrontational, and disrespectful manner in which Victoria from the Reston Office handled the matter when it was brought to her attention. I sincerely hope the leadership team at the College Board becomes aware of the issues, as they seem to be chronic based on the complaints made by others through the Revdex.com about the College Board, and will make changes to resolve them to future customers will not have to endure these matters.
Sincerely,
[redacted]

The Office of Testing Integrity reached out to this customer regarding the investigation, provided information about the status, and expedited the review.
We cannot disclose any further details of the review per the SAT Terms and conditions regarding SAT score...

investigation:As the College Board test administrator, ETS ensures that the SAT is fairly administered on test day. The College Board and ETS strive to report scores that accurately reflect the performance of every test-taker. Accordingly, ETS standards and procedures for administering tests have two primary goals: give all test-takers equivalent opportunities to demonstrate their abilities, and prevent any test-taker from gaining an unfair advantage over others.
ETS reserves the right to dismiss test-takers, decline to score any test, and/or cancel any test scores when, in its judgment, as applicable, a testing irregularity occurs, there is an apparent discrepancy in a test-taker's identification, an improper admission to the test center, a test-taker engages in misconduct, or the score is deemed invalid for another reason, including, but not limited to, discrepant handwriting or plagiarism.
Investigations that are pending are kept confidential. When, for any of these reasons, ETS cancels a test score that has already been reported, it notifies score recipients that the score was canceled but it does not disclose the reason for cancellation unless authorized to do so by the test-taker, there is suspected impersonation, in certain cases that affect a group of test-takers, or where required by law.

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 College Board only reached out to me because I listed a complaint with the Revdex.com, and yet the woman from customer service acted as if she was following up on my request to them, which was absurd, but then acted as if she didn't know any details about the complaint.  She asked what the problem was and when it happened, as if she hadn't received the information from Revdex.com. Secondly, she proceeded to restate the exact same scripted information that I had already been given, which was unsatisfactory then and it still is now. I only wish that this script that they are sticking to now had been given to the woman I spoke with from customer service who gave me the wrong information in the first place! Not knowing that I was getting incorrect information back when I did in November, I didn't know to write down the first name and ID# of the person I first spoke with, which I highly recommend to anyone reading this! 
When you deal with anyone over the phone at CollegeBoard.org, write down his or her first name and ID#, and the date and time you spoke with them and keep the information in your file. They will provide you with this information at the beginning of every call, and they give it to you quickly, so ask them to repeat it, and write it down. 
When I told her that I already received this information, which was the basis of my complaint, she kept repeating the same script, as if it would resolve the issue if she continued to say the same thing multiple times. After going around and around like this for a few minutes, and her repeating the script AGAIN, I told her that we didn't need to keep going over it. It seemed as if she didn't want to be the one to end the phone call, so she kept asking me how we could resolve this, and I told her we couldn't if, and I repeated myself: she wasn't able to tell me when the scores would be sent or give me a refund. She told me that she could not tell me when the scores would be delivered but that it would be "soon" and could not refund me, and then she asked me again how could we resolve this? She seemed prepared to stay on the phone with me as long as it took to motivate me to end the conversation. After another round of this, I wasn't going to keep repeating the same conversation. I thanked her for her time and I hung up, which isn't the same thing as hanging up on someone, in my opinion. I'm not saying that I wasn't frustrated but I feel confident that if someone listens to the recording of the call, it will be apparent that she was using a well-known customer service tactic of pressuring the customer to be the one to end the conversation and then saying that the customer hung up on them, to make it appear as if the customer is the problem. 
CollegeBoard has NOT resolved this issue to my satisfaction.  What I will not appreciate however, is another phone call from CollegeBoard.org to repeat the same script over and over. If they are willing to give me a refund and/or notify me that they are changing the way that they communicate with customers, then I would appreciate a call.  Otherwise it would be a waste of my time and their time. CollegeBoard is operating this way because they can, because there is no consumer choice here, families are forced to use them if they have a student taking these exams and we have no other entity to appeal to when things go wrong.  It is very frustrating indeed. Meanwhile, my son's scores are still "pending", a word that I have developed a very strong aversion to!
 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]
 I just received a reply from [redacted] and as I informed them the [redacted] is VERY incorrect. I wasn't even able present my ID to them as she just looked at my ticket and said that is not the correct paperwork for entry and could not let me in not even getting to the next step of checking my ID. So yet again I'm saying they are misinformed and incorrect about the situation.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have reviewed the customer's account and do not have record of a January 2016 SAT registration. We are unable to accomodate a request to take the test during a makeup administration if we do not have an registration for the original test date.

Revdex.com:
I have just received my test scores, after 2 months of waiting.  It is now resolved.
Sincerely,
[redacted]

Customer care specialist, Victoria W[redacted], has been in contact with the customer.  We advised that we cannot send with tracking information as this service is sent via standard mail.  We have faciltiated a free resend of the service and Victoria notified the parent to contact her directly if...

the service is not received by the December test date and we will issue a refund at that time.

Issue with wrong information on account has not yet been resolved. The AP agent has not called though "Oscar" said that a call would be coming sometime soon. It is premature to say that this is resolved as it is not resolved. It is waiting for the AP agent to complete and call.

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Description: TEST PUBLISHERS, FOUNDATIONS-EDUCATION, PHILANTHROPY, RESEARCH

Address: 45 Columbus Ave., Red Bank, New York, United States, 10023

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