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:03/05/2025

  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.

  Ordered on the 26th of February. Was supposed to be sent on the 27th. They promised a 1 day delivery after the payment is taken. Can't even track it correctly. I'm so disappointed that it has come to this. I really need those transcripts, now I gotta spend more money I don't have to try again. This site needs to be reported and removed.

  Customer Answer

  Date: 03/08/2025

  I just received my papers from this company.  It was legit.  It just takes longer than advertised. 

• Initial Complaint

  Date:11/13/2024

  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 purchase official transcripts from National Student Clearinghouse, as this is the only way to purchase transcripts from the university I graduated from. These official transcripts were supposed to be electronically sent to another university as per my purchase. The receiving school advised me they received the transcripts but they are unofficial and can't be used for admissions. I contacted National Student Clearinghouse who advised me they don't have anything to do with what the school receives, I needed to contact the sending university. I explained to *** the sending university has been permanently closed so sending an email to the school was pointless, still *** claims they couldn't help me. After verifying with the receiving school that they did in fact get unofficial transcripts, I reached back out to *** for their assistance. I asked for their help with either a refund of my transaction ($17.90) or to have the transcripts resent to the receiving school. After a few emails with ***, they sent me a customer service phone number which I called to request a refund. After speaking with an agent at ***, I was promised assistance and almost another week later, no help. National Student Clearinghouse scammed me and fraudulently stole my payment and did not give me what I paid for, and has not responded to my attempt to get assistance, but has pushed me off.

  Business Response

  Date: 11/22/2024

  Customer satisfaction is very important to National Student Clearinghouse, and we apologize this was not reflected in your experience. The Clearinghouse maintains the ordering platform for students from many participating colleges and universities to order their transcripts however, each school is the repository for the academic records and, therefore, is the entity that processes and fulfills the transcript order. In this case, the sending school uploaded an incorrect format for the transcript which was not accepted by the receiving school. On behalf of the customer we contacted the sending school who acknowledged the error and fulfilled the order with the correct transcript. We realize there were missteps in the customer service we provided and will refund the customer accordingly. We will also use this as a coaching opportunity to improve the service we provide.

  Customer Answer

  Date: 11/29/2024

  
  
   Complaint: 22554235
  
  I am rejecting this response because: it does not address my most recent email. After receiving no follow-up to my inquiry, I re-purchased the transcripts to avoid missing the university application deadline. Despite contacting National Student Clearinghouse (NSC) and following their instructions to call customer service, no one followed up with me. My only option was to pay for the transcripts again, or risk being denied admission.

  
  Since filing a complaint with the BBB, *** finally responded but failed to address my reply. Given the lack of assistance before my BBB complaint, I am requesting a refund for the additional transcript purchase. (Order 80905263)
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/02/2024

  The customers additional order, #********, was submitted for a full refund on November 25, 2024 per their request. The National Student Clearinghouse was closed from November 26 - December 1 for the Thanksgiving holiday so there may be some delay in the processing of the request by our accounting department. We hope this resolves any remaining concerns and if not, please contact us ************.

  Customer Answer

  Date: 12/11/2024

  [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.]
  
  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. 
  
  Regards,
  
  ******* *******
  
  

• Initial Complaint

  Date:11/02/2024

  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.

  Date of transaction October 1st, 2024.Order numbers ******** and ******** Amount of money paid: $180 What the business committed to provide you?Collect payment from me in advance on behalf of the ********************* for 18 copies of my transcripts, after which the ********************* would send me 18 copies of my transcripts with each transcript being in a separately sealed envelope, which is how the ********************* sends transcripts based on its policies.Nature of the dispute: After the National Student ClearingHouse charged my credit card $180 for 18 copies of my transcripts, the ********************* sent me 9 copies of my transcripts sealed in one envelope and another 9 copies of my transcripts sealed in a second envelope. So, the ********************* sent me only 2 sealed envelopes when the National Student ClearingHouse charged my credit card for 18 sealed envelopes. Without individually sealed envelopes for each transcript, the transcripts are not valid based on the *********************'s policies on trancript issuance. The ********************* has deliberately done this to cheat me by taking my money and ensuring that the transcripts they send me are not valid. Hence, the ********************* is violating its own policies and regulations regarding transcript issuance. The ********************* has started violating its own policies to breach its written contracts with respect to individual students who cannot afford to go to court for every illegal act of impunity done by the ********************************** abet and facilitate the *********************'s illegal and unethical acts, the National Student ClearingHouse has yesterday made an ad hoc unwritten policy that after 30 days, they cannot refund the money. The National Student ClearingHouse is not interested in investigating how the ********************* is using the National Student ClearingHouse's web platform to cheat students by deliberately issuing invalid transcripts.

  Business Response

  Date: 11/13/2024

  Customer satisfaction is very important to National Student Clearinghouse, and we apologize that your experience was not as expected. On October 16th, the ********************* notified the National Student Clearinghouse of the mailing error. The orders were resubmitted that same day for printing and placing in separately sealed envelopes to mail to the customer. Weve coached the appropriate parties and will ensure this specific scenario is added to our testing cases. We will be refunding the customer as the error was on our part and we understand that the replacement order may not have met the customer's need in a timely manner. Again, we apologize for the error. 

• Initial Complaint

  Date:06/14/2024

  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 requested a refund after less than an hour for a wrong order and they will not refund me.

  Business Response

  Date: 06/18/2024

  Customer satisfaction is very important to National Student Clearinghouse, and we apologize that your experience was not what you expected. The Clearinghouse maintains the ordering platform for students from many participating colleges and universities to order their transcripts however, each school is the repository for the academic records and, therefore, is the entity that processes and fulfills the transcript order. The total cost of a transcript includes the fee the school charges for the transcript, the delivery method, and a small processing fee for each recipient. Therefore, refunds must be approved by the sending school as previously communicated in our response to your case on June 14th. We will be happy to process a refund at the sending school's direction.

  Customer Answer

  Date: 06/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21852745
  
  I am rejecting this response because: I was unable to cancel my order less than an hour after submission. Why do you not allow the customer to cancel their order before the documents were even sent? I wouldn't need to request a refund if your platform allowed be to cancel my order. That is where my complaint comes in and you did not answer these questions in your response.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/27/2024

  We appreciate your reply and apologize for any inconvenience you've experienced. The sending institution's ultimate goal is to process orders as quickly and efficiently as possible to ensure timely delivery to their students/alumni. To elaborate on the process, once an online order is placed it is sent to the sending school's processing system to be fulfilled.Because this happens quickly, there is very little opportunity to cancel or modify an order. Once the sending school uploads your transcript it's typically sent within minutes. We understand the frustration this can cause and are constantly working on ways to improve our processes to better accommodate our customers'needs. We hope this helps you better understand the process and why you were unable to cancel your request in time. 

• Initial Complaint

  Date:04/16/2024

  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 transcripts for my college. I haven't received them yet/ They opened a case on last Thursday Case # ********. I haven't received an update.

  Business Response

  Date: 04/24/2024

  Customer satisfaction is very important to National Student Clearinghouse, and we apologize that your experience was not what you expected. The Clearinghouse maintains the ordering platform for students from many participating colleges and universities to order their transcripts however, each school is the repository for the academic records and, therefore, is the entity that processes and fulfills the transcript order.Our **************** team has been actively working with the sending school to resolve this matter as quickly as possible. One of our **************** representatives provided an update to your case this morning. We understand the importance of timely access to your academic records and appreciate your patience as we work to ensure everything is in order. 

• Initial Complaint

  Date:04/10/2024

  Type:Delivery 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.

  Hello. I will keep this short... I ordered an electronic transcript from this company. The email came with the file, but was unable to be opened. The file Is a p d f file, but cannot be opened on mobile devices. Even tax documents can be opened on a mobile device. Now the company is requiring that I reorder and repay for what I already PAID for previously. This is absolutely horrendous ***************** There are many different security measures that can be utilized To help secure documents... Including encrypting the email with a password versus the file being encrypted with limitations on retrieval. I would like this matter resolved without being double charged for something that I already purchased. I need my Transcript, order reactivated, please. Thank you.

  Business Response

  Date: 04/16/2024

  Customer security and satisfaction are very important to the National Student Clearinghouse. The electronic transcript is a PDF document that is encrypted to prevent unauthorized access and tampering by malicious actors as transcripts may include personally identifiable information (PII). Due to this encryption the latest version of ***** Acrobat Reader is required to view the **** Most mobile devices use ***** mobile app, which does not work with the security features applied to the electronic transcripts. Both laptops and desktops can be used to view electronic transcripts.
  
  We understand this requester's complaint and frustration and we apologize that their experience was not as smooth as they anticipated. When an electronic transcript order is fulfilled, the recipient receives an email with instructions about retrieving the transcript; the length of time the link is available (30 days) to access the transcript; and any document controls (aka security measures) applied by the sending school. Until the transcript is downloaded, the recipient is also sent reminder emails to access the transcript. Some schools opt to include an expiration date on the transcript file itself, after which the file can no longer be accessed. This is because the electronic transcript is intended to be used as an official transcript and sent directly to the intended recipient. The expiration date limits the amount of time the third party receiving the transcript has to view the transcript to protect the privacy of the student's academic records. It also ensures that the recipient knows they are viewing a valid and up to date document. The sending college or university decides whether the transcript will have an expiration date and, if so, how long the transcript can be viewed before it expires. This information is outlined in the retrieval instructions as noted above. Had the recipient contacted customer service within the ***************************************************** the confirmation email that was sent, we would have been able to provide troubleshooting steps to retrieve the transcript on a laptop or desktop computer.  In order to have the link resent, the recipient will need to place a new request online.

• Initial Complaint

  Date:10/13/2023

  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 took out 2 loans for tuition at ******** *** ********* university they are loans through the dept of education. I have requested the total amounts of each loan. Subsidized and unsubsidized total amounts. Not just per term amounts. TOTAL amounts and I cannot seem to get this information from the school or national student Clearinghouse, which is who **** uses for this. I will take legal action if necessary.

  Business Response

  Date: 11/02/2023

  We would be happy to assist, however the National Student Clearinghouse does not collect loan balance amounts.  To find out the balance of your student loans, you can either contact your student loan servicer(s) or log-in to the U.S. Department of Education’s National Student Loan Data System (NSLDS) at ***************************** to request information on your loans.  
  
  We hope this information is helpful to you. 

  
  

  Customer Answer

  Date: 11/03/2023

  I never got an answer. I understand you are not a loan servicer, however, you DO allocate the monies. Surely you can provide a reason why my pell grant money went from $1232 to $616. I have a 4.0 gpa. 
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Regards,
  
  *****************

• Initial Complaint

  Date:09/18/2023

  Type:Billing 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.

  On September 13 I attempted to obtain verification of enrollment from the National clearing house. This is the company my University contracts with to obtain this information. After several attempts I continued to get error messages that I had a previous account. I contacted ******* on 9/14 who assured me she had deleted one account and I should wait until the next business day. I attempted again and continued to have issues. I was then in contract with ******************* who assured my he had deleted one account (he did not) and that my account would be available again,. I tried all day on 9/15 to no avail despite approximately 10 emails back and forth that the problem had been resolved. I was advised to "Delete my account myself and recreate another one which I did to no avail. Again... I was contacted by a "supervisor" late on Friday who assured me IT was "working on it" and it would be resolved on Monday morning and I would be contracted. I have not been contacted and FOUR days later I cannot obtain my Verification. This is ridiculous and this organization maintains important student records. I did NOT create several accounts, this is an issue they have created with miscommunication and a true lack of IT support

  Business Response

  Date: 09/27/2023

  Customer satisfaction is very important to National Student Clearinghouse, and we apologize that your experience was not what you expected. Thanks to your request for support we uncovered an incorrect link on your schools website that would have made this process much simpler for you. We have alerted the school and this should prevent other students from encountering a problem.  We provided you the correct link on September 18 and confirmed you were able to obtain the verification on the same day. Should you have additional questions or concerns, please contact us at ************ and request to speak to the Supervisor or Manager of Verification Services Support.

• Initial Complaint

  Date:08/16/2023

  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.

  On 07/24/2023 I ordered my transcript from ********* University to ************ (Order # ********). It was shipped out on 07/26/2023. Today it is 08/16/2023, 20 days later, and my transcript is still nowhere to be found. I am relying on this transcript to be able to advance past my first year of biology and get a head start on the second year but if my college is unable to receive this transcript, I will be unable to do so and will have to take the first year all over again. NSC is posing a great threat to my future at this point in time and has done nothing about it other than pushing me off in their emails. I need a resolution fast.

  Business Response

  Date: 09/11/2023

  Customer satisfaction is very important to the National Student Clearinghouse and we apologize your experience was not as expected. Our records indicate that your transcript order was placed on 7/24/2023 and sent on 7/26/2023, by regular 1st class US mail. Please note that neither the school nor the Clearinghouse can be responsible for US Postal Service standard delivery times or delays. Your institution offers the option to send transcripts by regular mail, express mail and electronically, which is noted during the ordering process. Additionally, before you order, your institution's notification page states the following: At this time we recommend requesting an electronic transcript due to significant delays in delivery from the US Postal Service. On 8/10/2023, as a curtesy, we resent the transcript to the recipient's mailing address you entered on your order. Our records indicate you submitted an order for an electronic transcript on 9/2/2023 (retrieved by your recipient on 9/5/2023) and you requested a refund which we alerted you was approved by the school on 9/7/2023. Should you have any additional concerns, do not hesitate to contact us at ###-###-#### Monday - Friday, 9am - 6pm Eastern.

  Customer Answer

  Date: 09/17/2023

  [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.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:06/27/2023

  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 had to pay $10 for one school transcript and $5 for another to send out official transcripts for a graduate school application. This does not provide the individual with a copy of their transcripts and I had to go back and pay for two more copies just for myself. The transcripts aren't even attached to the email they sent me and both links fail to open when I try to click on them. One because it says that the link has expired even though it is set to expire a month from now; the other just won't even open to be downloaded. There is zero customer service with this garbage company. The FAQ "help page" is of no use and talks you in circles like their garbage format is your problem not theirs. I can't believe we are at a point in the college scam industry where one can't just order transcripts from the college they went to and paid tens of thousands to attend. I am beyond infuriated.

  Business Response

  Date: 07/13/2023

  Customer satisfaction is very important to National Student Clearinghouse, and we apologize that your experience was not what you expected. The Clearinghouse maintains the ordering platform for students from many participating colleges and universities to order their transcripts however, each school is the repository for the academic records and, therefore, is the entity that processes and fulfills the transcript order. The total cost of a transcript includes the fee the school charges for the transcript, the delivery method,and a small processing fee for each recipient. As the customer noted, a technical issue was uncovered where the access link was expiring prematurely,resulting in a large volume of support requests. The issue was resolved and we made two attempts to contact the customer to determine if they needed additional assistance. If further assistance is required, simply reply to our emails or contact us via phone at ************ (2pm 4pm ET, M-F).