West Idaho Orthopedic & Sports Medicine

In regards to the request under DID [redacted] for a Pennsylvania Cyber Charter School transcript to be sent to Hudson Valley Community College of Troy New York. We have confirmed that an admin of the Hudson Valley Community College's receive account has downloaded the document on 10/22. We cannot...

force a receiver to take any action on the documents they receive. The school is responsible for processing their documents and if they have any difficulties doing so we have dedicated support for those organizations and institutions.Regarding your support ticket submitted under ticket number 190634. We received this ticket on 11/16/2015 10:28 AM MST and was replied to on 11/16/2015 10:36 AM MST stating that the receiving school has received and downloaded the document.While researching this issue I did find something that may have lead to Hudson Valley Community College stating they have not received your transcript. I will contact you directly through your ticket in explain this issue.Kind RegardsStevenParchment, inc

Hello, I apologize, but we do not have a record of any correspondence with this student as the student would have contacted GED.com and spoke to their customer service representatives. For further assistance, please contact support.ged.com. Kind Regards, [redacted]

Student placed 4 orders to University Of The District Of Columbia that have all been delivered and have yet to be downloaded by the institution.A support ticket will be submitted to the student with all of his order numbers and receipt of the transactions proving they were in fact delivered.

I never received a response from a representative at Parchment. I never spoke to anyone regarding this issue. I never even received a email so I am not sure why it is noted that a representative informed me that it would be sent out on 5/2 this is NOT true at all.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
T[redacted]

Hello [redacted],I responded to your support ticket #[redacted] with the below response today.I apologize for any problems you experienced. Once you submit a transcript request on Parchment, we send it to your sending school for processing. I show that American Intercontinental University - Online has just...

approved the request and provided us with your transcript data today. We have delivered your transcript to the email address of [redacted] as you requested. You will receive an email containing a link to download your transcript.Please let me know if you need further assistance.Kind Regards,Diane

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We worked with the student directly via our support emails to resolve this issue. Student response on 6/27/2015 at 08:23 PM MST: "Thank you [redacted]! It worked! I requested it before, wish it had been done sooner. thank you though."

As previously mentioned, The [redacted] of the Permian Basin would need to handle any refund request regarding your orders. As these orders were processed and sent according to the destinations/recipients listed, any refund would need to be handled through the sending institution directly. I would recommend reaching out to their registrars office by phone at ###-###-####. To clarify, each of the orders placed were completed (either printed by the school directly or delivered electronically to the recipient). If you have any additional inquiries for Parchment, feel free to contact us back through support Case # [redacted].  Order # [redacted] was placed on 1/31/2008. This order was sent to a Parchment Receive account for the [redacted] - Arlington. Parchment Receive accounts are accounts schools set up with Parchment to receive documents from our service. We show this order was processed on the same day and sent to the [redacted] - Arlington account. It was then downloaded in that account on 2/2/2018Order # [redacted] was mailed directly by UTPB to the following address on 2/6/18[redacted]Graduate Admission Services[redacted]
[redacted]United StatesOrder # [redacted] was mailed directly by UTPB to the following address on 2/4/18[redacted] - ARLINGTON[redacted]
[redacted]Arlington, Texas 76019-0001Order # [redacted], delivery email has been sent to [redacted] and is waiting to be downloaded.

Hi [redacted] I reopened this support ticket and reviewed your order. It appears that your document was sent out on 8/10/2016 via FedEx for Overnight delivery. I am showing that the document has since been successfully delivered to the address below: Relay Graduate School of...

Education Office of Enrollment Services [redacted]
 [redacted]
 [redacted]The tracking number for this document is [redacted]. You can view the delivery details by going to: [redacted]Also, due to the delivery delay, I have issued a refund of $32.75 back to your credit card for this order. Please allow 3-5 business days for the funds to be returned to your account. Again, we truly apologize for inconvenience this may have caused.  Please contact us if you need any further assistance. Kind regards,Jennifer  Kind regards, Jennifer

This could’ve been easily resolved with either a refund or this company actually caring about their customer service and offering to deliver an E-Transcript or Transcripts (if that’s all they do for UTPB) for no charge. That’s what an average business would have done. It’s actually really telling that I have to mention this example.

Hello Ms. [redacted],We apologize for the inconvenience you have experienced. [redacted] High School's webpage with instructions on ordering transcripts, [redacted], mentions "Turn around time 48 hours from the approval date."...

Unfortunately, they did not approve your order until 7/6/2015. They also uploaded the transcript that day and we sent it out via overnight delivery which arrived on 7/7/2015.Parchment student support request [redacted] placed by [redacted] addressed the need for the school to approve the order and upload the transcript, reply sent on July 2nd: "Dear [redacted], Your order has been submitted to your sending school, and now they need to review it. Once they approve your order, they will upload your transcript to our system so that we can get it to its destination. Or, if they are printing it themselves, they will send your transcript. If there is a problem with your order, they will let you know.Unfortunately, there is nothing we can do on our end to speed up the process. You should contact your school to let them know that you are waiting for them to process your order. If they need any help, they can contact us at any time."Please contact us if we can be of any further assistance.Kind regards,Parchment Member Support

Hello, I am sorry to hear that the student had difficulty accessing his account and that it caused the student to miss out on a job opportunity. We do not delete/deactivate accounts unless we receive a direct request from the student. In order to investigate this matter further, please provide...

me with the following information: 1. Students First and Last Name 2. Students Date of Birth 3. Email address associated with students account 4. Ticket or Case number issued to student when he originally contacted us about this issue  Kind regards, Jennifer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com and Parchment.com:I apologize that my wife never received the emails mentioned in the previous email. I'm not sure if they were deleted accidently or if they went to her spam older. However, I have reviewed the response made by Parchment.com in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.The resolution that I am seeking is to have order that never finished processing ([redacted]) to be canceled and refunded. Please consider this email as confirmation to my request to cancel the order. Thank you for your help in resolving this issue. Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Student placed an order. The order was canceled. The order was never charged. There is a pre authorization for $30.00 on the card. It is up to the students financial institutions pre authorization policy as to when that financial institution will release the pre authorization  for them.

Hello [redacted], I apologize, but currently Parchment does not offer phone support for students. I do show that your support ticket was responded to on 8/30/16 and that your transcript was delivered to your email address and you have successfully received and downloaded. We appreciate your...

comments regarding phone support. The quickest way for student support is to submit a support ticket. Our dedicated student support team usually responds to inquires the same day. Kind Regards, Diane

Hello [redacted],I apologize that you experienced problems with logging into your account to track your GED request. I have requested that a password reset be sent to your email address. I show that your GED diploma was mailed out on 7/19/16 to the following address: [redacted]...

[redacted] Please note that delivery can take up to 5-7 business days. Thank you. Diane

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This is the response on the customer's support request #[redacted], submitted yesterday, 8/2/2015, which is not during our hours of operation:Hello [redacted],We greatly apologize for the response you received on your previous support request, #[redacted].The sending colleges make the decisions about refunds and...

replacement orders, so please reach out to [redacted] and [redacted] Community College. Normally they process refunds themselves. On rare occasions, if they are unable to, they instruct us to process them, handled by an escalation team.[redacted] has a Receive account and does successfully receive electronic transcripts through that account. When you selected your recipient, you selected or type in the email address: [redacted]@[redacted].[redacted].[redacted]. I do not see an email address formatted like that anywhere on [redacted] admissions pages, so it is possible they did not receive it at all. The two email addresses I see which go to their Receive account are [redacted]@[redacted].[redacted].[redacted] and [redacted]@[redacted].[redacted].[redacted]. That said, I would use whichever delivery method they recommend, so if you talked to someone at [redacted] who advised you to have your transcripts mailed, then I would follow their preferences.Again, we greatly apologize for the inaccuracy of the previous response to your request. Please let us know if we can be of any further assistance.Kind regards,[redacted]