ComplaintsforThe College Board

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Customer Complaint:

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Initial Complaint
04/01/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
College Board refuses to allow me to qualify for their fee waivers. I have all of the documentation they require but they ignore every attempt to qualify.
Business response
04/03/2024
Customer contacted us on 03/08/2024 regarding their request for a SAT Fee Waiver. The customer was initially denied fee waiver benefits and advised to contact their school counselor as The College Board provides fee waivers to the school directly as well. The customer informed us that their school no longer has fee waivers at this time. A College Board representative reached out on 4/01/2024 and provided the fee waiver requirements to the customer and requested they confirm if they meet the fee waiver criteria. The customer confirmed they do and was granted a fee waiver on 4/2/2024.
Customer response
04/03/2024
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
01/30/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've been calling and emailing since 11/28/2023 and have been told multiple times both verbally, when calling the support line for ****, and in writing via email, that a ticket has been submitted, that my issue is being worked on, that there is an ETA of however many business days. I have attached to this complaint the most recent communications, as well as the records I've provided to the College Board of the test I took whose scores I need access to. I took the College Composition Modular test at ******* University on 03/15/2016 with the **** exam registration ticket ID # ********. The scores are on an old account I no longer have access to, because the login was associated with a username and not an email address and the College Board login now requires an email address. I created a new account, and was informed that my accounts would need to be merged for me to gain access to the request system for the old **** test scores to be sent to the new college I am now attending. I have been trying to get my accounts merged for almost two months now with no success. I have mainly been calling over the phone but switched to email due to not wanting to waste my time providing the same information over and over again to a call center agent due to no record being kept of my issue on their end. Most recently, I received a response on 1/8 claiming the information was forwarded to the appropriate department and the account merge was being worked on, and then an update 1/17 claiming my account had been updated and the scores should be available in 1-2 business days. It has been almost two full weeks now and there are still no scores on my account.
Business response
01/30/2024
On 1/30/24 the ********************* team reached out to the customer and advised that scores should be available on their CLEP 'My Account' page within 1-2 business days. The customer has the contact information of the ********************* team if further assistance is required.
Customer response
02/01/2024
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 and the matter has been resolved.

Sincerely,

***************
Initial Complaint
01/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 1/5/24 2 days after being notified by NCC that i needed my AP scores sent over for my program application i faxed over my 1st archived score request to College Board. The fax was confirmed to have gone through. A week past and my credit card had not been charged, i called CB to inquire about the status of my request. I was told by the representative that there was no way to track the request & that i would just have to wait until my cc charged. On 1/17 i called again as my cc still hadn't been charged & it was nearing 2 weeks since the form had been faxed. I was told by the representative that it takes 9 days for the form to process & my cc would be charged the following day as this would be 9 business days. I asked if there was a way to verify that the form was received & this person told me no, i had to wait on blind faith. That evening i faxed the form over again with the title "duplicate copy" & once again received a confirmation of the fax sending. My cc still had not been charged. I called again on 1/22 as it has now been 11 business days (17 days total) since sending the first copy of the archived test score request form. The representative (Destiny) told me it could take up to 30 days for the form to be processed something that is NOT stated on their website (the website stated it can take 15 days ***** I then asked if she could see if my request was received, just to ensure the process of having the scores sent had begun. She told me that no such request was visible in my account. I asked for clarification on whether that meant they did not receive my request form or it just hadn't been processed yet. I was told that no request form was ever received from ****** shouldn't wait until the last minute to request my scores -something i didn't do. Yet another request form was mailed on 1/22. Now i may not be able to finish my program application do to CB's antiquated ****************** to keep track the forms sent to them which also contain my cc information.
Business response
01/30/2024
Customer contacted us on 1/22/2024 to follow up on their archived ** score report request. The customer was contacted on 1/26/2024 by a ************* representative regarding their inquiry to inform them that their request is being investigated. After a thorough investigation, it was confirmed that their archived ** score report was processed on 1/25/2024. Their archived ** score reports was sent by first-class mail to the institution(s) designated by the requestor (overnight/express mailing service is not available). A confirmation copy of the ** score report was also sent to their mailing address. The customer was notified on 1/30/2024 by a ************* representative that their request was processed. The customer has the contact information for the ************* representative if they need further assistance.
Customer response
01/30/2024
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 and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
01/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I need my AP scores from the college board I sent the form for archived scores filled out with a $25 money order on December 1st. I have called about 7-8 times now and no one can give me an answer as to where my scores are at. I have a tracking number for my envelope and it states it was delivered and picked up at the **** Box the college board tells me to mail it to. I called the money order company and my money order was cashed on January 5. I let the college board know that the money order was cashed. Yet they will not send me my scores, because according to them the post office makes mistakes and it probably was not delivered there. I tried speaking to a supervisor multiple times and they always state that their supervisor is not available and that they can call me back. They have not called me back in the three times they have told me that.
Business response
01/12/2024
**************** made outreach to the customer on 1/8/24 requesting additional information to locate the order she reported submitted.
Once the requested information was provided, the order was located and it was found that the customer requested two score sends, but only provided payment for one.
As a one time courtesy, customer service offered to send the score report to both requested schools without paying the second fee.
Customer response
01/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello its been two weeks and I received my AP scores to my address last week, yet my colleges have not received my scores. The college board claims they already mail them first class, but there is no sign of them at my colleges my issue has not been resolved.
Sent from my iPhone

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
01/31/2024
On 1/25/23 a ************* Specialist requested additional information via email. On 1/28/23 the ************* Specialist followed up again requesting the additional information. No response has been received and the case was closed. Contact information of the specialist was also provided should any additional assistance be needed.
Initial Complaint
01/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
College Board has been a nightmare to request scores from. I have high school AP scores that I need transferred to the ************** I will be attending, starting 01/22/24. These scores are required for admissions as they meet some of my required Nursing prerequisites. College Board forces you to utilize an outdated mail or fax request process if your scores are older than 3 years instead of a digital system live most other reputable companies and institutions use to send scores. I mailed a score request on 12/21/23 and as of today 01/08/2024, my request still has not even been processed. I have called the customer support line twice (01/05/24 and today) and each time the customer support representative offers no help whatsoever and gives me an excuse about how I need to wait longer for my request to be processed, not to mention the fact that the customer service representatives cannot get in contact with their own supervisors for assistance. At this point, the lack of an efficient process and lack of concern on the part of College Board is affecting my ability to enroll in school. This is not something they tell you when you enroll in AP courses in ************ College Board is creating a barrier to my college success at this point, which is antithetical to their purpose as a company. I would like a resolution to my case and immediate support in getting my scores sent as requested as soon as possible. After major frustration and two phone calls, I was given no resolution, just an apology and a case number (********) that I was told WILL REQUIRE ME TO WAIT ANOTHER 3-5 DAYS TO RECEIVE AN ANSWER. What a joke of a company.
Business response
01/10/2024
On 1/9/24 the customer called our customer service line and was transferred to the appropriate department for assistance with their inquiry. The customer is in contact with ETS and can follow up with them if further assistance is required.
Initial Complaint
12/29/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My first score request was VIA fax around October 12, but after no response of it being received or a charge to my card I decided to request it again.I then requestes my AP scores on October 26th VIA Fax and Mail and it has been confirmed on the collegeboard website that they received the score request, yet neither I nor the school (******* Community College) have received the scores from collegeboard. I waited for a few weeks before contacting the school to confirm they did not receive it then college board who at first said to give it some more time and call back, and they also confirmed that there received a request after some digging, I knew they had received it because I received a charge on my card. They proceeded to tell me that they are within the right amount of time after it being send out and to wait longer and call again if its not received.The following week,I called them again and they forwarded me to a call with a different rep who told me they do not deliver to P.O boxes despite that being the given address of HCC.(******* Community College ****** of ******************** **** *** ****** ******** ** **********) She then went on to say she found *********** of the school and was going to resend the scores which when I looked later on the college board website showed no sign of a new request happening.I then went on to request a new order myself separately to the original one online and the rushed delivery which was 25 dollars so it can be received by the college faster(this is an extra charge on top of the 15 already spend on the one before). Even that has not been received yet and I have confirmed with the college multiple times via email as well as in person. Now it is almost January and classes have started being filled yet I still cannot select classes due to the hold on my account that can only be cleared by my AP scores that seemingly just dissapear after being sent out by collegeboard!
Business response
01/05/2024
A ************* Representative reached out to ******* regarding his AP Score Send to ******* Community College. The student provided a contact at the institution and the representative forwarded ******** AP Score Report PDF over to them.The representative notified the customer to confirm ******* Community ******************** should now have his AP scores.
Customer response
01/09/2024
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 and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
12/19/2023
Complaint Type:
Product Issues
Status:
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.
This is a very urgent situation because the deadline for regular decision applications are due on January 1st, and it is currently December 18th. I've called numerous times regarding an incident that occurred during the summer. Initially, my son received a score of **** for an SAT he took in the month of June, of which he took a screenshot of and sent to his dad. A day after he received his score, it changed to ****, then down to 980 some time after. Reasonably, I called in to CollegeBoard Support and they told me that an investigation is under way. we waited & waited, still no news! I then called back again, expecting an answer this time, still nothing! We even contacted his school counselor and she would confirm on her end that his score did indeed change! We would then call several times in the following months but the reply we received would still be "an investigation is underway". The scary thing is, as time went on, his scores mysteriously became lower and lower? We even applied for human verification/recheck on his SAT test on 10/17 but for some reason, we still haven't received any news on that til this day either! I get that this may just be a number to you guys, but it decides my son's future! He's just a high school student. But he's already been deferred a few days ago by the University that he wished attend because of this.
Business response
01/02/2024
A ************* Representative made outreach to the customer on 12/21. The customer has not responded. The customer has the representative's contact information if they need additional assistance.
Initial Complaint
12/05/2023
Complaint Type:
Product Issues
Status:
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.
College Board getting my archived scores had been an absolute nightmare. I faxed over a request on 11-5-2023 and my school has STILL not received the scores. The process is so outdated that it would be right at home in ****. You can either mail in or fax a request form. You may not fill out the form on their website or your own profile. This is 2023 where even the *** is able to allow users to complete and sign tax forms digitally. Then once you've sent a request, you have to wait another 3-5 business days FROM THE *** THAT THE REQUEST IS RECEIVED BY Collegeboard.Com for them to even acknowledge that they've received the request.Then the real fun begins.They have another **** BUSINESS days to actually process the request. After that period, it somehow takes them yet ANOTHER **** business days to MAIL the request to your college. They will not email or fax the information despite the fact that it is 2023. You can't even pay an extra fee to overnight the results. And this is their policy! Somehow they are allowed to create this bottleneck on scores that you've paid for twice by now. You have to pay for each exam you take and another fee to send the scores which is like a real-life paywall. Between the time spent and the fees, this creates another barrier for adult learners trying to go back to school. Most people who go back to school are busy working and are living paycheck to paycheck. And there are no other options to get this type of credit as the College Board has a literal monopoly on this type of service. They need to do better.
Business response
12/11/2023
A ************* specialist contacted the student on 12/7 and advised that their complaint would be forwarded to the appropriate the department. During the conversation, the agent was able to confirm the customer order had not been received by the university at the time.

A copy of the score report was sent over to the school by the specialist to ensure it was received. Once completed the customer was informed of the report being sent over.
The customer has the specialist's contact information if further assistance is required.
Initial Complaint
11/28/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 29th I spent 25$ requesting an expedited order request for my official AP test scores to be sent to ************* College. Then, I realized that my scores were archived and a request must be mailed in. I faxed in an official archived AP score report to college board on September 1st. Then I contacted ************* College and they never received my official score report from college board. I called College board on November 16th and explained that instead of sending my scores through paper mail, that college board customer service put in an electronic request, which isn't what I requested. I requested a paper archived score report as my scores are archived since the last test I took was over 5 years ago. **************** responded by saying they could not help me and that the college should've received my scores. My college was able to process all my 4 previous official transcripts from previous colleges but couldn't find any trace of score reports from College board for ***********************. I've requested an archived score report three times and haven't once received any confirmation in my mailbox nor through my school. Yet my credit card keeps getting charged. I also sent my SAT scores and those weren't sent to ************* College either. I'm hoping to get this resolved by the department that processes archived AP score reports to send an official archived score report from *********************** to ************* College. I've faxed that department three times so I am 100% positive they have all the necessary paperwork to access my records and send my official AP archived score report as I've been requesting. I was also hoping they send it with tracking so I can ensure it reaches ************* College. This is affecting my eligibility for enrollment into specific classes at my college and I can't move forward without these scores being sent. As I'm sure you know college is expensive and I am not trying to retake courses where I've already received credit.Thank you.
Business response
12/06/2023
On 12/05/23 a ************* Specialist sent an email to notify the customer that the archived score report order was processed. Contact information of the specialist was also provided should any additional assistance be needed.
Customer response
12/06/2023
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
11/27/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Beginning on Wednesday October 25, 2023, I had contacted the college board about an issue with my son's registration information. I was told to send the correcting information via a link. The link did not work. I contacted them immediately to let them know it did not work. I did not receive a reply by email. I then contacted the college board again on October 30th. A link was again sent that did not work. I called again and they informed me that I could email the information. I did so and was told the registration would be corrected with 5 business days. On November 8th, I again contacted the college board, was sent a link that did not work and was told again to email the documents and after that the information would be updated within 5-7 business days. My son emailed the documents and included contact info for them to reply if there were any additional issue with completed the task. No response. On Novemeber 21, I again called the college board at which point i was informed that the reference number had been closed out becuase of a lack of documenting information...though we had now sent it 3 times. That opened a new case number and sent a link, which did open but would not upload the documents. At this point we were informed that only certain file types could be sent, information that would have been helpful to know. We again emailed the documents. I then spoke with another agent to confirm that the documents had been received. The agent then informed me that different documents were needed. I sent them again and called again and was informed that this issue would be resolved by Nov 24th and that all the documents were now correct and ready. It is now Nov 25th and the account has not been updated. What more needs to be done college board. This delay will most definately effect my son's application process...how are you going to fix this?
Business response
11/27/2023
On 11/27/23, College Board customer service confirmed via email that the updates requested have been completed. If the customer needs further assistance, they can respond to the confirmation email they received.
Customer response
11/30/2023
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 and the matter has been resolved.

Sincerely,

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

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