Complaints

This profile includes complaints for Parchment's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Parchment

  6263 N Scottsdale Rd Ste 330 Scottsdale, AZ 85250-5417

• 

  Parchment

  1990 S. Bundy Dr. #645 Los Angeles, CA 90025

• 

  Parchment

  1 Northfield Plaza, Suite 501 Northfield, IL 60093-1216

• 

  Parchment

  6263 N Scottsdale Rd Ste 170 Scottsdale, AZ 85250-5427

• 

  Parchment

  436 W Frontage Rd Ste 200 Northfield, IL 60093-3083

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:01/18/2024

  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.

  I placed an order for a transcript on 1/10/2024. I mistakenly left out one word of my email address: "students". No big deal right? Apparently it is. I emailed the parchment support team and explained the situation, yet they offered no resolution, refund, or credit. MIND you, the email is registered with my PARCHMENT, so it's not a security issue. They are just being money greedy by forcing me to purchase another transcript, which if I might add, is 10 dollars.

  Business Response

  Date: 01/23/2024

  Thanks for contacting Parchment. We are sorry to hear that the incorrect recipient was provided at the time your order was placed. Per Parchment's Payment Policy, which I have linked here, **********************************************************************************, Parchment is unable to edit or alter the delivery address after an order is made. It is up to the requestor to ensure the correct email is entered at the time the order is made. Should the recipient change, a new order and payment is required. 

  I understand that ************************* may have updated their email domains, in most instances when this happens they also set up redirects to the new email domain. I would check with your institution to see if this is the case. I have issued a one time courtesy credit to your Parchment Learner Account which can be used on a new order from ************************* to the correct recipient. 

  -The Parchment Team 

• Initial Complaint

  Date:01/12/2024

  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 had requested a transcript from ***************************** to my school at ***************************. I noticed it was marked from cc'd to cc'd? Which I told parchment there isn't going to be a transcript due to the wrong school, it was requesting same school to same school! (CCD to CCD) I explained in the email few mins later after the request to be changed (5mins afterwards) to please correct the transcript to be requested from ***************************** in ******** ** to ***************************. Parchment was refusing even if it was caught before the process was even done mins after noticing the error!! All I wanted was for it to be done corrected.

  Business Response

  Date: 01/16/2024

  Thanks for contacting Parchment. After further review, I can see that you requested your document to be sent from *************************** to be sent electronically to what appears to be your personal email ******************************* Per Parchment's Transcript Request Payment Policy, which I have linked here: **********************************************************************************, "Only requests that cannot be fulfilled are eligible for a Refund. See Canceled requests.

  Your request was successfully fulfilled as requested. Should you require a new document to be sent to a different recipient, a new order and payment is required. A complimentary credit has been issued to your Parchment Learner Account which can be used on a new order from *************************** to the correct recipient. It is up to the requestor to ensure the correct recipient is provided at the time the request is made. 

  -The Parchment Team 

• Initial Complaint

  Date:01/10/2024

  Type:Sales and Advertising 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 my high school transcripts most of my transcripts came back with accurate information they were mine. But when I went to order my transcript from ********************** I got notification on my phone saying it had come so I went and accepted it when I got on my computer I went to print and noticed they had sent me some other person's transcript. I immediately contacted them with my concern. After over 60 help tickets through our months they told me that I needed to reach out to the school but I reached out to the school and they said parchment had to remove that transcript and then I had to place a new order. I finally got through by the help tickets I had opened on payment after 9 months and they told me to call the school and the school said that parchment has to remove it so that I can reorder it as it stands right now their system does not allow you to reorder a new enrollment verification if one is existing on file even though that one is the wrong one and not even me.

  Business Response

  Date: 01/11/2024

  Thanks for contacting Parchment. We are sorry to hear that you received someone else's document. I see that the 9 support tickets you have submitted over the course of the past three years have all been responded to. I see that two replies were sent on 1/10/24 asking for you to confirm your document ID so that we can better assist you. Please respond with the needed information and our team would be happy to assist. Please note, Parchment serves as an ordering platform, it is up to the sending institution to process and fulfill the request. 

  -The Parchment Team. q

  Customer Answer

  Date: 01/11/2024

  Dear Parchment, 

  I submitted all my information and so did the register at the school that I had contacted after I noticed they had sent the wrong person's transcript. They attempted to contact you on several occasions for months and months. Your technical team decided to ignore me. Then I reached out to the register from the high school that was currently assigned to these things. 

  Eventually she figured out that although they had sent my right file after the fact of sending that wrong file parchment never took action to update the information and so from my end when I logged into my parchment about I continued to see the wrong person's who clearly didn't even have the same name as me. I continued to see that person's transcript there. 

  I again took Action on several times many times only to receive a response from a person telling me to reorder my transcript, which was impossible to do as every single time that I would go into your system and go to enrollment verification and type in the school's name into the search parchment with Auto find the transcript that you guys had in the queue which was the wrong one and not me not even the same name. 

  The parchment system will then proceed to tell me to check out my order of that transcript the one that was not me the one that was on file the one that even the *********** register tried and tried to explain to you guys that there had been a clerical error. 

  Eventually I would go back to open another ticket explaining the technical difficulties as to why I could not proceed with your previously suggestion solutions steps only to receive absolutely no answer and no help. 

  I went to try to delete the account only to find there was no option. At this point I reached back out to the register and told her what had happened. She then reached out to parchment and they deleted the account so that I could make a new one and send for the transcripts for everything all over. 

  Business Response

  Date: 01/16/2024

  We are sorry to hear you were unable to resolve this issue with Parchment Support. As mentioned previously, I can confirm that the 9 support tickets you have submitted over the course of the past three years were all been responded to. Most recently, replies were sent to your email from Member Support, we however did not hear back from you. Again, Parchment serves as an ordering platform, it is up to the sending institution to process and fulfill the request. 

  Customer Answer

  Date: 01/19/2024

  Parchment, 

  If by reply you mean you're automated message then yes I received automated messages to which I could not reply to until someone sent me a message to which I did reply to and never heard back from. I have all of my emails including all screenshots of all of my emails which I would put on here however I've been informed through this platform that these messages appear public once they are entered and I do not want to leak my private information. I am concerned about you violating the privacy act and sending me another person's transcript with all of their information including phone numbers and it was more than nine tickets as I have every case number written down. 

  I and more appalled that you have chosen to lie. You guys are a false advertisement of a business. In fact I would not consider you a business. 

  In fact I replied through my desktop with a screenshot of the transcript where I wrote on it "this is not me" your decision to ignore me on a privacy act violation doesn't only show your unprofessional ability but it also shows that you were acting in a way that was racially motivated against me and I will be taking legal action after this because I'm getting absolutely nowhere with you guys and I was also never refunded for any of the times that you guys screwed up. The fact that I have messages where I am replying to the tech named ***** and you guys are trying to say that I never replied after I replied several times and just was ignored over and over and over is ridiculous you chose to ignore this you guys chose to ignore this situation and I wonder how many other people there is out there. 

  But I will be contacting Univision if I am bilingual and speak several languages, and I will also be contacting ********** news just letting you know it's going to happen. You guys have violated a federal law of privacy. Who knows where you sent my actual transcript and who got that because I'm still waiting for my transcripts. 

• Initial Complaint

  Date:01/10/2024

  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.

  Parchment system sent my transcripts to the wrong school and is making me pay for 3 orders to get my transcripts this is obviously a system error and iwant my money pack. On 1/5/23 i placed the first order at 9:30 am while at school during advising as school wouldnt accept first transcript ordered 12/14 " ************ credits" so i requested addtitonal transcript. $13. I noticed after **************************************************************************************************** another card, did not make any changes. I check email and notice they sent my transcript to CCTC. Now why is it showing first order to send to CCCC and after a system error on your site it shows another institution. Either refund me my money or send to correct chool. agent *** said she cant do so because theres a 20 minute gap. Thats fraud and now I've spent $40 on a single transcript.

  Business Response

  Date: 01/11/2024

  Thanks for contacting Parchment. Sorry to hear you experienced issues during the ordering process. Based on the information provided, I am able to confirm the following: 

  1/5/24 an order was attempted from ********************************* to **********************************. This order unfortunately failed, the pending charge will fall off within 3-5 business days depending on your bank. 

  1/5/24 DID TE9T2NGI was successfully made from ********************************* to **********************************. As stated in our previous interaction through your case, once and order is made Parchment is unable to edit/alter the delivery and recipient. It is the responsibility of the requestor to ensure the correct recipient is selected at the time the order is made. A courtesy refund was issued for this request on 1/8/24 please allow 3-5 business days for the refund to appear. 

  1/8/24 DID TE9I6ATH was successfully made from ********************************* to **********************************. This request was successfully sent, your recipient can use DID TE9I6ATH to locate through the Parchment Receive Network. 

  Should you require any further assistance, our team would be happy to assist you. 

  -The Parchment Team 

• Initial Complaint

  Date:01/04/2024

  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.

  On December 15, 2023, I ordered a transcript from Parchment that they failed to obtain and cancelled my order. I requested a refund which they refuse to do. There solution is to credit my account for a future product, which I do not need. I ask for the fee to be refunded to my card. I have sent multiple emails and this company refuses to refund my money. I paid for a product that they did not deliver and expect a full refund. This is poor customer service and distrustful.

  Business Response

  Date: 01/04/2024

  Thanks for contacting Parchment. We are sorry to hear your order was cancelled. After further review I see that your document ID TER06CNG was cancelled by Prometric with the following reason "No exams under SSN/Name. If you tested recently: - Military CLEP exams upload the following Friday -DSST exams require 3-5 days for the score to upload -If Civilian CLEP please refer to ************** $30.00 hold will be released upon cancellation. Please allow waiting period to pass before resubmitting order" When your request was cancelled by Prometic a credit was applied at the time your order was cancelled. 

  I have removed the credit from your Parchment Learner Account and issued a refund for this request. Please allow 3-5 business days for the refund to appear on your original payment method. 

  -The Parchment Team

• Initial Complaint

  Date:12/31/2023

  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 ordered my transcript on July 18, 2023, and received an email stating that they would "send the official document to its destination". I was going out of the country for the summer and expected the transcript to be in my inbox when I returned. I didn't need it for a while, and discovered there was a link with an expiration. I contacted customer service only to be told to pay again. I feel this is unjust and misleading! I didn't have time when ordering to read details. They should change their order confirmation to say there is a link, and a download and then you must open the document within 30 days.

  Business Response

  Date: 01/02/2024

  Thanks for contacting Parchment. We are sorry to hear you were unable to download your document within the allotted time frame. Per Parchments Payment Policy, "Upon request, transcripts that were delivered electronically can be resent to the same destination at no additional charge, within 30 days of the initial request being sent." Multiple reminder emails were sent to ******************************************* with instructions for downloading. 

  A one time courtesy credit has been issued to your Parchment Learner Account. This credit can be used on a new order from ********************** should you still require your transcript. 

  Please see below for Parchments Transcript Payment Policy: **********************************************************************************

  -The Parchment Team. 

  Customer Answer

  Date: 01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:12/31/2023

  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 have received two emails now saying I requested a transcript to be sent to myself via Parchment, but I did not. I am concerned that this email is a scam but I cant find anything about it and I keep receiving the email. I do not want to open the email for fear it is a phishing attempt, but I need to know if someone is trying to steal my identity.

  Business Response

  Date: 01/02/2024

  Thanks for contacting Parchment. I see that DID TWLUYENR was processed and fulfilled by ******************* Please contact ****************** for further information regarding this request. 

• Initial Complaint

  Date:12/27/2023

  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 requested my transcripts from my high School from parchment but they haven't sent them to my college, I paid money but no luck I need to get this resolved so I can go to college.

  Business Response

  Date: 12/28/2023

  Thanks for contacting Parchment. After further review I see that one order was made under your Parchment Learner Account which is associated with *************************. 

  This was requested on November 30th, 2023 from *********************. The Document ID is TEEZARVN. You requested this to be sent electronically through the Parchment Receive Network to **********************************. Your request was successfully sent, your recipient can retrieve this by logging into their Parchment Receive Account. 

  Should you require further assistance please contact our Support team by visiting: ****************************************************

  -The Parchment Team 

• Initial Complaint

  Date:12/04/2023

  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.

  I ordered my official transcript to be sent to a place of employment on 6/20/23. It supposedly arrived 6/21/23 via email. My employer did not access the transcript for download, and in fact never saw it come to their email at all. It wasn't until now (December) that I was informed by my employer they didn't receive it. When contacting Parchment support asking nicely if they could assist with resenting it directly to me, the employer, or providing a refund (since ***** received/downloaded it) that way I can order a new one, they basically said since the link expired and it says the transcript was received (but NEVER ACCESSED), they can't do anything for me. There was no way of me knowing that the transcript was never accessed within the timeframe alloted for a refund/resend and I did not receive the product I paid for. There was also nowhere that told me the link would even expire and that I'd be ***. **************** is absolutely horrible and telling me i just wasted $13.50 on documentation that IS MINE, and to just go ahead and place a new order with them, is absurd! This is no way to treat customers and I will next be mailing headquarters about this if it's not properly resolved.

  Business Response

  Date: 12/11/2023

  Thanks for contacting Parchment. We are sorry to hear your recipient was unable to download your documents within the allotted time frame. Multiple emails were sent to your email ***************************** along with your recipients email ************************** Regarding Parchments retention policy and available time period to download your documents. A courtesy credit has been applied to your Parchment Learner Account, should you require your documents to be sent to your recipient, a new request is required. The credit applied to your Parchment Learner Account can be used on your new order. Due to the length of time that has passed since your order was made, we cannot issued an electronic refund. 

  - The Parchment Team. 

• Initial Complaint

  Date:11/28/2023

  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 filled out a form through parchment to get my diploma mailed to me and a digital copy emailed this was on 10-03-2023 I needed the diploma for a job and paid the fees I got the order number: TEQ7MGCJ Until today 11-28-2023 I haven't received anything for almost two months now.After two weeks I started calling the university which instructed me to call Parchment. When I called and emailed them, they gave me this case number: ******** this was on October 17th. Since then I have been given nothing but run-around and silly apologies from parchment employees sometimes they will say:1.There was an error in the email on file an extra letter has been added.2. some higher-up manager will call me which never happened.3.The school told us they sent the diploma and you will receive it soon.At this moment I want the digital diploma to be sent to me ASAP via email and the paper copy emailed to me. Or will take further action against Parchment and the School.

  Business Response

  Date: 12/11/2023

  We are sorry to hear your replacement diploma never arrived. Your request was submitted on October 3rd, 2023 and was processed by ************************************ on October 5th, 2023. Unfortunately at the time your diploma was issued by **** your digital diploma was issued to an incorrect email address (***************************). Digital diplomas are issued by the sending member, in this case ****, not Parchment. Unfortunately when a digital diploma is issued to the incorrect email address, all other communication related to mailing of the paper diploma is also sent to the email in which the digital is issue. We have reached out to your sending school on your behalf to request that a new digital diploma be reissued to your correct email ******************************). I have also reached out to ********* team to request another copy be mailed to you via ****** The tracking number for the reprint is 774301770056.

  -The Parchment Team

  Customer Answer

  Date: 12/11/2023

  I reject this late apology thanks to you parchment they considered another applicant for the position I applied for because of the delay you and **** caused.
  two months is long time for a service that take days. the worse thing was no one was helping or answering my questions when I called or eI reject this late apology thanks to Parchment they considered another candidate for the position I applied for, primarily because of the delay Parchment and **** caused.
  Two months is a long time for a service that takes days. The worst thing was no one was helping or answering my questions when I called or emailed.
  We only have one choice,ONE CHOICE when requesting our credentials and that choice choose to ghost and not respond on time until we complain.
  To this day today I have not received a call or email from Parchment explaining what happened and why their employees never cared to follow up despite my constant contacts.
  I will leave this complaint standing and I will write bad reviews for the unfair and horrible treatment I received by Parchment.mailed.

  Business Response

  Date: 12/12/2023

  We are sorry to hear you missed out on an opportunity, we understand how important these documents are to you. As stated previously, your request was submitted on October 3rd, 2023 and was processed by ************************************ on October 5th, 2023. Unfortunately at the time your diploma was issued by **** your digital diploma was issued to an incorrect email address (***************************). Digital diplomas are issued by the sending member, in this case ****, not Parchment. Unfortunately when a digital diploma is issued to the incorrect email address, all other communication related to mailing of the paper diploma is also sent to the email in which the digital is issue. **** corrected the issue within a reasonable time period when it was brought to their attention at the end of November. It is up to the requestor to follow up with their recipient after their order is placed to confirm if their documents have or have not been received. 

  -The Parchment Team