Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:23/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction with the handling of my credential evaluation report. I submitted and paid for the evaluation, and I was informed that it was completed and mailed out on May 5, 2025. However, I have yet to receive the report.
  
  I have contacted WES multiple times regarding this issue. On one occasion, I was advised to contact ****** **** to locate the document. ****** **** has no record of the document and suggested it might have been lost. During this period, I have received other mail from ****** ****, which leads me to believe that my hard copy was never mailed out by WES.
  
  Despite numerous phone calls to WES, I have been repeatedly told to log a new ticket, but this has not resolved the issue. I was also offered the option to pay for a second copy, which I find unfair as I never received the first one I paid for. I requested a refund for the initial payment so that I could request a second copy, but this request was refused.
  
  This situation reflects extremely poor customer service. * **** **** ******* ********** ****** **** ***** ******* ************ *** **** ****** **** ***. The agents have been unhelpful, and every time I ask to speak to a manager or supervisor, I am told that they will provide the same response.
  
  I am requesting immediate action to resolve this matter. I expect either a prompt delivery of my credential evaluation report or a full refund for the initial payment so I can order another copy.

  Business Response

  Date: 23/06/2025

  Dear ****** *****,

  We have reviewed your complaint and your file.  According to your file, it was completed and mailed out to the address on file on May 05, 2025 via standard delivery.  As stated on our website, standard delivery will not have any tracking information.  Our records shown that we have communicated with you to confirm your full mailing address.  The address you provided did not matched what you have initially indicated on your application as it was missing the unit number.  No report was returned from the Post office as of this date.  In good faith, we have now corrected your address and will resend another report to your address via standard delivery.

  Sincerely,

  WES Customer Service

• Initial Complaint

  Date:17/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against World Education Services (WES), specifically their Global Documentation Centre ** ********** *******.
  
  I sent an original academic certificate from Brazil via ****** **** as part of my credential evaluation process with WES.
  
  WES Reference Number: ***********  Tracking Number: *************  Sent: April 9, 2024 at 10:40 a.m.
  
  Delivered: April 11, 2024
  
  Destination: WES Global Documentation Centre* ********** ** *** ***
  
  The ****** **** tracking confirms successful delivery. However, WES has not updated my file, nor confirmed receipt of this critical document. I have contacted them multiple times with no resolution or useful response.
  
  This document is irreplaceable and took me over a year to obtain. I followed all WES instructions precisely* *** * ******* ***** ******* ** ****** ** *********** * ********* **** ***** ***** ********** *** **** ** ************** ** ******** ********* ************* *********.
  
  I am requesting BBB's support to:
  
  Get WES to confirm receipt or take full responsibility for the missing document;
  
  Ensure they provide a resolution and update my file;
  
  **** **** *********** *** *** ****** *** ****** ****** ** **** ********** ****** **** ******** *** ****** **** ******** ************ *** *********** ** ** ************* **** **** ***** *** *** **** ********** *** *** ********** ** ****** ** ********* **** *** ********** ******* *******

  Business Response

  Date: 24/06/2025

  Dear ******* *******,
  

  We have reviewed the complaint submitted by you.  According to the file, we have been
  communicating with you on what documents are missing to proceed with the
  evaluation.  Our records indicated that
  the package was received and updated in your account.  The latest update was issued on June 18,
  2025.  We advise you to continue to use
  the proper channel per the Pathways for Teaching’s requirement on communication
  as they are the designated team for assistance.
  

  Sincerely,
  WES Customer Service

  Customer Answer

  Date: 29/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Dear WES Customer Service,

  Thank you for your response and for confirming that my documents have now been updated in your system.
  However, I would like to respectfully note that this issue was only resolved after I filed a formal complaint with the Better Business Bureau (BBB) and ******** ********** *******. Prior to that, despite my multiple attempts to contact your support team and provide all necessary documentation (including delivery confirmation from ****** ****), I received no resolution or meaningful update for over two months.
  I hope that future cases involving sensitive and original documents receive more timely attention, so other applicants are not put through the same unnecessary stress and delays.
  Thank you for your assistance.
  Sincerely,
  ******* *******
  WES Reference Number: ***********
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:16/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: World Education Services (WES)
  Complaint Type: Refund not received after cancellation
  
  Details:
  
  I submitted a request for a refund from World Education Services (WES) over 4 months ago after canceling my credential evaluation. Despite multiple follow-ups via email and through their support channels, I have not received my refund as promised. I was initially told that refunds can take several weeks (3 weeks) to process, but it has now been well beyond a reasonable timeframe.
  
  This delay is unacceptable and has caused unnecessary financial strain. I am requesting immediate action from WES to process and release my refund without any further delays.
  
  Desired Resolution:
  • Full refund of the amount paid
  • Written confirmation of when the refund will be issued
  • An explanation for the delay

  Business Response

  Date: 17/06/2025

  Dear ******* ******* ******,

  We have reviewed your complaint.  Our records shown that we have previously communicated with you on how to receive the refund on June 03, 2025.  We advise you to allow time for processing.

  Sincerely,

  WES Customer Service

  Customer Answer

  Date: 17/06/2025

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am trusting WES one last time that the refund will be processed within reasonable time.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******* ******

• Initial Complaint

  Date:29/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a credit evaluation package from WES yesterday, listed at about $233. Upon doing so, I received no receipt or confirmation, though my bank card was charged $415 by the WES- for what reason is unclear to me. Then I was prompted to send my documents, of which WEF unexpectedly referred me to another 3rd party, *************** *****", which requires more money from me just to upload my documents. I decided it was a mistake to choose WES and decided on a refund.
  
  Upon seeking a refund, I visited WES' "contact us" page, and FAQ's regarding the refund, which only provides a link back to the contact page, which only has a phone number and fax number available. I called this morning (it's been less than 24 hours), and the operator seemed not to be familiar with anything on the site or internal practices- I recorded this call. He was telling me the only way to do a refund and cancellation was to send an email (while I was simply telling him on the phone my request), meanwhile there was no email available through the site, nor did he provide one to me, which was odd. He took information from me and said he would process the request himself, telling me that it has been processed, yet again I received no confirmation or record of such a request- nothing in my email. He told me I would receive a confirmation email by Friday, and beyond that the refund would be sent to my bank account in 5-10 days. He also said this is unprecedented that I could not find the email address or cancellation portal, meanwhile I used numerous browsers to do so. **** *** ***** ****** I am requesting an immediate refund and cancellation of my service and an email confirmation of the request (or proof that it has processed).

  Business Response

  Date: 04/06/2025

  Dear ******** ********,
  

  We have reviewed your complaint submitted by you.  According to our records, the total
  evaluation fee is $293.00 in U.S. Dollars so it is recommended that you check
  with your bank to confirm which currency that you were charged with as
  confirmation.  As for the Qualification
  Check, it is an optional service that you may choose and as this is not a
  requirement.  They do charge an
  additional fee for this service as they will verify the documents for you.  Per your request, we have cancelled your file
  and the full refund was issued back to the card on file on June 03, 2025. 
  

  Sincerely,
  

  WES Customer Service

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2024, I paid for a document evaluation service (Reference #: *******) through World Education Services (WES). Since then, I have sent all required documents multiple times, always following their official guidelines – including the sealed and signed envelope requirement. Despite this, WES has repeatedly claimed the documents were not submitted properly.
  
  I have attached proof that the most recent envelope (sent in April 2025) was sealed and officially signed, as per their rules. After confirming receipt and initially updating my status to “In Progress” on April 16, 2025, they reversed it back to “On Hold” on April 26, 2025 – again falsely claiming that the envelope was not sealed and signed.
  
  Their system prevents me from replying to the email they used to respond (do-not-reply), and they block attempts to send follow-up emails, making it impossible for me to send proof or resolve the issue. I have spent significant funds on repeated submissions, and WES continues to delay the process with no direct contact method for resolution.

  Business Response

  Date: 01/05/2025

  Dear ******** *******,
  

  We have reviewed your complaint.  According to our records, we have already
  communicated with you on April 30, 2025 on what is needed to proceed with the
  evaluation.  Please resubmit the required
  documentation at your earliest convenience.
  

  Sincerely,
  

  WES Customer Service

  Customer Answer

  Date: 01/05/2025

  I am rejecting this response because it avoids the core issue raised in my complaint.
  
  WES claims that the documents were not received in a stamped envelope, but I have already provided photographic proof that the official package was sealed and stamped by the issuing institution. The same process was used for the diploma, which WES accepted without issue. Now, for the transcript—sent using the identical method—they are applying a different standard and unjustly rejecting it.
  
  Additionally, WES has repeatedly used "do-not-reply" emails to communicate, leaving me with no way to respond or submit proof directly. Attempts to send supporting documentation through alternate email channels have been blocked. This has resulted in unacceptable delays, unnecessary repeat costs, and has significantly impacted my immigration process.
  
  Their response does not address these procedural issues nor their inconsistent handling of my documents. I request this complaint remain open and further reviewed.
  
  
  

  Sincerely,

  
  
  
  ******** *******

  Business Response

  Date: 08/05/2025

  Dear ******** *******,
  

  We have reviewed your complaint.  According to our
  records, we have already communicated with you again on May 02, 2025 on what is
  needed to proceed with the evaluation.  Please resubmit the required
  documentation at your earliest convenience.
  

  Sincerely,
  

  WES Customer Service

• Initial Complaint

  Date:25/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid WES for the Pathways to Teach Canada credential evaluation service on December 4, 2024. I submitted all the required documents over three months ago. After multiple confirmations with WES customer service, I was told that all documents have been successfully received.
  
  However, due to a technical issue on WES’s end, my application status remains “On Hold,” and the system continues to incorrectly show that not all documents have been submitted.
  
  I have reached out to WES customer service more than twenty times via email and phone to resolve this issue. Unfortunately, each time I receive only vague or repetitive responses, and no meaningful steps have been taken to move my file forward.
  
  **** ******* ***** *** ****** ******* ********** ** ** ************ *****. I am requesting that WES urgently resolve this technical issue, properly acknowledge the documents already received, and finalize my credential evaluation report as soon as possible.

  Business Response

  Date: 28/04/2025

  Dear ****** ***,
  

  We have reviewed your complaint.  According to our records, we have been
  communicating with you about your file. 
  We have again sent you a correspondence on April 28, 2025, on what is required
  to proceed with the evaluation.  Currently,
  additional documents are still required. Should the applicant still need
  further assistance, please contact us at your earliest convenience.
  

  Sincerely,
  WES Customer Service

  Customer Answer

  Date: 28/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There are two things WES is asking me to offer today: 1. bachelor degree documents 2. the proof of professional standing letter from the ******* Department of Education.

  For both documents, I have alreday follow WES's instruction to send it. and I have confirmed with WES through email on March 5th, 2025, they told me it has been recieved at that time. * * **** ******** *** ********** ** **** ******

  However, I have done sending those documents again last week and today. I have also replied WES today through email about it. ****** *********

  It looks really like they are just looking for something wrong at my endto delay the process. The issue is not being solved. I really need to job to be done.

  
  
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:24/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m submitting this ********* due to prolonged delays, conflicting communication, and poor service by WES during my credential evaluation, Reference Number: *******.
  My physical documents were delivered via ***** on March 18, 2025, signed by ** ***** (Tracking No. ************), with my reference number clearly marked on the envelope. Additionally, I submitted all required digital files through the WES portal on March 6 and March 13, 2025.
  Despite multiple follow-ups via WES chat support (April 8 and April 10), I received inconsistent responses. Initially, They told my documents were received and under review. Later, I was informed they had not arrived. On April 17, 2025, my application status was updated to “In Progress” with the message: “We are processing a new package or document for your application.” As of April 24, no meaningful progress has been made. I’ve wasted significant time and energy dealing with unclear, contradictory messages. WES customer service has been unable to provide a consistent or accurate timeline. This has caused me unnecessary stress and financial loss from courier expenses. There is also no option to upload proof-of-delivery when submitting a ticket, making the process more frustrating.
  I’ve fully exhausted WES support channels and now seek assistance from the BBB to ensure this matter is properly addressed.
  as Resolution Sought: I respectfully ask that WES: Confirm the exact date my physical documents were received. Complete the evaluation promptly. Acknowledge the mishandling of my case and provide a written explanation. Compensate me by refunding my courier cost or partially refunding the service fee due to unacceptable delays and communication. Issue a formal apology for the time, financial loss, and stress caused by WES’s mismanagement.
  If this matter isn’t resolved in a timely manner, I am prepared to escalate through other legal avenues.

  Business Response

  Date: 25/04/2025

  Dear ***** ******* *******,
  
  We have reviewed your
  complaint.  According to the file, a different tracking number was
  provided by you and we responded on April 10, 2025 to inform you to put a trace
  on the package.  On April 14, 2025, another tracking number was provided
  and the documents were under reviewed on April 17, 2025.  As stated in our
  Terms and Conditions, the processing times may vary depending on?several factors, including but not limited to the
  volume of applications that WES has received, the complexity of the
  application, and other factors, and WES makes no warranty regarding processing
  times. The file has been completed on April 25, 2025 within the processing
  timeline.  The report has been delivered to the recipient on file
  electronically.  We advise you to reach out to the recipient directly to
  confirm receipt of the report.
  
  Sincerely,
  WES Customer Service

  Customer Answer

  Date: 28/04/2025

  WES is incorrectly shifting responsibility onto the customer.
  At no point did WES instruct customers to provide tracking numbers after sending documents.
  I followed all WES guidelines: I clearly wrote my WES reference number on the envelope, as required.
  
  
  My documents were delivered on March 18, 2025, as confirmed by ***** Tracking No. ************, signed by ** *****.
  Initially, I shared the third-party carrier tracking number (**********) with WES on April 1, 2025.
  During that communication, WES agent ****** ****** confirmed:
  
  ****** *** *** ***** ******* **** **** ***** * **** ********* **** ********* *** ***** ******** *** ** **** **** **** **** * **** **** *****
  
  Despite this, I later received contradictory messages from WES agents.
  When confusion continued, I asked the carrier company, who then provided the main ***** tracking number, which again confirmed the March 18 delivery.
  
  Both tracking numbers were valid and showed delivery to WES.
  It is unjustified for WES to blame the customer for any confusion regarding tracking numbers.
  
  In one of my conversations with WES support, a WES agent even stated: “You are now in right hand.”
  
  This comment implies that I had previously been given incorrect or unreliable information by other WES agents — a clear admission of inconsistent and poor customer service that caused me unnecessary stress, confusion, and financial loss.
  
  The real issue is not about tracking numbers — it is about WES’s mishandling of customer communication:
  
  Giving ********** and inconsistent information.
  Creating unnecessary ********* ****** *** confusion.
  Wasting the customer’s valuable time due to mismanagement.
  
  If I had not submitted a complaint through the BBB, WES would likely not have properly reviewed my case.
  I respectfully request that BBB keep this case open and recognize that my complaint primarily concerns WES’s failure to provide clear, consistent, and professional support to customers.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,***** ******* ******* 

  *********** ***** ** ******** *** *************

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi
  My education institution sent my high school certificate and transcripts directly to WES for verification.
  WES received my documents on 23 February, 2025 and as per their e-mail verification supposed to be completed on 17 March, 2025 that never happened even after many phone calls and written inquires.
  Every time I was calling agents were telling completely different things so after many frustrating calls I insisted on speaking with a supervisor and got connected with Tessa on 26 March, 2025 who was surprised that regardless of all my calls and inquires non of the agents escalated this internally at WES. Later that day I received an e-mail saying that the verification is completed. I went to my account and discovered many discrepancies and a major error stating that the duration of my study was 2 years instead of 10 years. The same day on 26th March called again, requested to speak with Tessa but was refused to connect and was told to create an online ticket which I did right away. Since then no action was done by WES so I had to call again and send online inquires. Last time I called today 01 April, 2025 and the agent again could not give a reasonable explanation why they are not completing their job and refused to give any timelines. To my request to connect the call with Tessa she hang up on me.
  I several times mentioned that this verification is time sensitive and my potential employer needs this ASAP but they were **** **** ********* *** ignoring.
  
  I hope with the help of BBB my verification will be corrected by WES ** *** ******** ***** and I expect a full refund for my frustrating and disrespectful experience with WES.
  
  Thank you!

  Business Response

  Date: 04/04/2025

  Dear ******** **********,
  

  We have reviewed your complaint.  We do apologize for
  the delay and we are sorry for any inconvenience that you experienced. As per
  WES Terms and Conditions, WES will endeavor to process User Materials within
  the applicable time period (as published by WES) after a completed application
  (including all required documents, information and full payment of fees) is
  received by WES and compiled for internal review and
  processing. Processing times may vary depending on?several factors, including but not limited to the
  volume of applications that WES has received, the complexity of the
  application, and other factors, and WES makes no warranty regarding processing
  times.  Our records shown we have answered your correspondence on April
  04, 2025 in regard to your evaluation report. 
  Please be advised that the completed evaluation is not subject to a
  refund.
  

  Sincerely,
  

  WES Customer Service

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because:

  What WES mentioned is absolutely incompetent and irrelevant and I will explain why...

  1. I studied in the secondary school during 1985-1995 years. During that period of time the education system in ******* was 10 years (****** ***** system).

  Currently ******* is completing its transition from the ******-era system of 10-year schooling to a 12-year education cycle. It was changed to 11 years in 2001 and to 12 years in 2006 composed of a three-tier scheme including primary, medium, and high schools. The current National Curriculum for General Education is based on a twelve-year program, which consists of compulsory primary (grades 1 to 4), compulsory lower secondary (grades 5 to 9) and upper secondary (high school, grades 10-12) education.

  2. My educational institution sent in a sealed enveloped directly to WES all necessary evidences of my education including a detailed reference letter stating that I studied 10 years that was equivalent to secondary/high school completion that period of time which allowed me to apply to university which I successfully did. 

  3. Here is what WES responded me and see below my comments:

  Please note that "two years" under length of program refers to the years completed after the Certificate of Incomplete Secondary Education. The Certificate of Incomplete Secondary Education is the admission requirement for the ******** * ******* ***********. You have completed nine year of elementary and secondary education leading to the Certificate of Incomplete Secondary Education and additional two years (9+2=11) leading to the ******** * ******* ***********. So you have completed eleven years of elementary and secondary education for this credential. 
  
  Name on Credential:     ********** ******** ****
  Credential Authentication:     Documents were sent directly by the institution
  Country or Territory:     *******
  Credential:     ******** * ******* *********** (Secondary Education Certificate)
  Year:    1995
  Awarded By:     Ministry of Education and Science
  Admission Requirements:     Certificate of Incomplete Secondary Education
  Length of Program:     Two years
  Major:     General Academic
  

  1. I do not have any Certificate of Incomplete Secondary Education and it was not a prerequisite for secondary school admission in 1985 when I went 1st grade. Certificate of Incomplete Secondary Education was issued only to those who were chosen to not continue the secondary education after grade 8 which obviously was not my case.

  2. Another nonsense is WES claiming that I studies 11 years (9+2) while as already mentioned and as per documents I have and as per my school's official response I studied 10 years and successfully completed ny secondary/high school education that allowed me to to go to the university. 

  I understand WES's point that I still have a secondary education but the way they put it may arise questions for potential employers when they see that I only studies 2 years in the school.

  Considering all of the above I insist that WES did not do it's due diligence in understanding the situation and making an accurate report that would correspond to the reality and I would still expect this to be escalated to higher instances at WES, to be corrected and refunded me for all the inconveniences.

  Thank you!

  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $293.8 CAD on September 8, 2024, for an educational credential assessment for my Canadian PR application. Due to WES’s poor handling, my application has been delayed, seriously impacting my life.
  
  The first set of documents arrived on October 3, 2024, and was approved around December. Then, on February 19, 2025, I submitted all additional documents (official transcripts and translations). My status changed to "In Progress", but soon reverted to "On Hold" again for the same unclear reason.
  (I mistakenly uploaded my transcripts earlier, but I followed instructions and sent the originals. There should be no issue.)
  
  Today, my account was deactivated after 180 days, and I was charged an additional reactivation fee. **** ** ********** ***** the stated reason for rejecting my documents appears to be misleading and possibly false.
  
  Since September, I have contacted WES numerous times, but contradictory and unhelpful responses have delayed my process. Over the past three weeks, I have called repeatedly, but I am only told my case has been "escalated" with no progress.
  
  Different representatives provide conflicting explanations.
  (One said my family could forward documents if my institution couldn't send them internationally. Another said this might be why my documents were not accepted.)
  
  Additionally, I have experienced **** customer service, including being hung up on and spoken to harshly.
  
  I have received no updates on when my report will be completed or why my status remains on hold.
  I cannot afford to miss this opportunity, and I demand WES complete my assessment on time.
  
  I request BBB’s intervention to ensure WES expedites my report immediately.
  I have informed WES that I only need proof of high school graduation or higher.
  If necessary, can WES proceed using the approved documents from ****** **** ASAP?
  
  I am deeply disappointed with WES’s service and demand immediate action.
  I look forward to your assistance in resolving this matter promptly.
  
  Sincerely
  ****

  Business Response

  Date: 13/03/2025

  Dear **** ********,
  

  We have reviewed your complaint.  We do apologize for the delay and we are
  sorry for any inconvenience that you experienced.  We will use this valuable feedback to improve
  our processes.  According to your account, we have proceeded with the documentation
  submitted on file.  In good faith, we are
  issuing a refund on the reactivation fee so please allow time for processing. The
  evaluation report was completed on March 12, 2025.  The report was mailed to your address on file
  and there is no tracking information for this type of delivery.  In addition, we have sent a report
  electronically to the recipient on file as well.
  

  Sincerely,
  

  WES Customer Service

  Customer Answer

  Date: 15/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an application regarding my education evaluation in WES in April 2024. It usually takes about two weeks for processing. However, my application still on hold due to the verification process was stuck on WES and they are not willing to resolve it.
  Currently, I have received the email from WES regarding the verification letter sent to my school on Feb 28,2025. I have contacted my teacher and school office, however they did not receive anything from WES. It was a very difficult situation for me since the WES kept sending the verification letters to the wrong email addresses and my school and I kept requiring WES to send the verification letters to the correct email addresses that they could receive from WES. Also I kept trying to contact WES and my school office in this 3 months, I have sent a lots of inquiries and called WES during in this 3 months but nothing changed. I am sincerely hoping that WES please send the verification letters to the correct email addresses that provided by my school office as below:
  *********@***.com
  *********@**.com
  My application submitted in April 2024, now is March 2025, it means my application has been processed almost 1 year! That caused my **** application was on hold for almost a year! This is my second evaluation and nothing changed since the first evaluation by WES. Now the process is stuck on the verification process due to WES sending the verification letters to the wrong email address. I have submitted a lot of inquiries to asking WES please send the verification letters to the correct email address but nothing happened yet. Hopefully this inquiry will be resolved. Thank you so much!!!

  Business Response

  Date: 18/03/2025

  Dear ******** ***,
  

  We have reviewed the complaint submitted by you.  According to the file, it was determined that
  we have received all the documents to proceed with the evaluation.  The file is completed on March 18, 2025.  Your hard copy of the report will be mailed
  out to your address via standard delivery. 
  There is no tracking number for this type of delivery.  Your recipient is registered to receive our
  report electronically, so the report has been delivered.  Should your recipient require assistance on
  locating your report, please have them contact us directly.
  

  Sincerely,
  

  WES Customer Service

  Customer Answer

  Date: 18/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ***