Complaints

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

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• 

  The College Board

  250 Vesey St New York, NY 10281-1052

• 

  The College Board

  PO Box 025505 Miami, FL 33102

• 

  The College Board

  P O Box 4017 Mount Vernon, IL 62864

• 

  The College Board

  PO Box 8057 Mount Vernon, IL 62864

• 

  The College Board

  PO Box 6200 Princeton, NJ 08541

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:06/09/2025

  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 went to the College Board's website in May to apply to be an AP Reader during this summer, 2025. The College Board's website directs you to another company's website, Raise, to submit your application. I submitted my CV and interest in the job via Raise as instructed. Raise immediately contacted me to ask for more information. After reviewing my application, Raise told me that they would be starting the onboarding process but that I needed to fill out the required information first. They requested me to fill out the appropriate tax forms, a copy of my drivers license and social security card, and my bank account for direct deposit. Someone reviewed these materials and schedueld a virtual call for me to verify my submitted ** documents a couple of days later. I had the ** verification call and was told by them that someone would be in touch with me within 5 days about an assignment and start date. A week went by and I didn't hear from anyone about my assignment. When I emailed all parties to ask, they told me that there was no job and that onboarding didn't mean that there was a job for me. Raise collected all of my sensitive personal information and bank details and with no intention of employment or any transparency that there was no job this summer. I immediately emailed them to confirm that all of my information is permanently deleted and not shared. They never replied. I called and emailed the College Board to raise an alert and they told me that this was none of their concern and that it is Raise who I'd be employed by. This is not true. The College Board hired Raise solely, to help them process applications. The company THEY hired, took all of my sensitive personal information under a false pretense and are now refusing to confirm that they are permanently deleting my info and not sharing it. None of these processes are OK. They need to manage and check the dishonest hiring practices of the company they hired and take some responsibility.

  Business Response

  Date: 06/10/2025

  Once a Reader is onboarded with Raise, they are eligible to receive an invitation to a future AP Reading event. There are no guarantees each year that a specific individual will receive an invitation. It is normal to be invited in one year and not the next, or the other way around.

  Any request involving the data that Raise keeps on file will need to be completed through Raise. Completing this request will remove this person from the pool of AP Readers for future events.
  

• Initial Complaint

  Date:06/03/2025

  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 am writing to express my frustration regarding an AP archived score report I ordered on May 21. It has now been two weeks since I faxed in my request, and my credit card has yet to be charged, indicating that the order has not even been processed.Each time I call customer service, I receive no helpful updates. Representatives are unable to provide any information about when my order will be processed, and Im simply told that Ill know its been processed once my card is charged. This is not a reliable or reasonable way to track an order, especially one that is time-sensitive.Whats more concerning is the excessive timeline: 15 business days to process the order, followed by another 710 business days just for mailing. I planned ahead to meet a critical deadline, yet the report still hasnt moved forward in the system.This process is unacceptable. I need clear, prompt information on the status of my order and when I can expect it to be sent. Please escalate this issue and provide a resolution as soon as possible.

  Business Response

  Date: 06/04/2025

  On 5/27/25 this customer contacted us by phone about to their archive AP score report and the case was escalated for review. Our **************** team responded by email within the hour. The email explained that the customer's request form was received and will be processed and mailed out by 6/13/25. It further explained that the report will be mailed to the selected school by first-class mail and that the customer should allow 7-10 business days for the scores to arrive once sent. The customer responded same day acknowledging receipt. See attached image.
  
  The customer called again on 6/3/25 about their score report order and the same timeframe was shared during that phone call. This is the most precise timeframe available.

  Customer Answer

  Date: 06/04/2025

  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:

  [Your Answer Here]

  My concern is about a flawed business practice that negatively affects me and many other consumers. I believe the College Board is missing the main issue in this complaint.

  
  The processing timeline for archived AP score reports is excessive and unreasonable. It takes up to 15 business days just to process an order, followed by an additional 7 to 10 business days for the report to arrive by mail.

  This means students will be waiting five weeks plus for a report that could determine their ability to meet academic or professional deadlines.
  The process is not only slow but also poorly communicated. The customer service number listed on ******************** website does not assist with archived AP score reports. When I called, the agents had no information and simply said I would know the request had been processed once I saw a charge on my credit card. That is not an acceptable or reliable way to track an important document.
  Eventually, I had to obtain a different phone number from someone unaffiliated with the College Board in order to speak with someone who could help. On May 27, I was told my request would be processed by June 13. Why does it take this long? Why are the scores no longer available to be retrieved online. I was able to purchase the high school transcript online which is from the same timeframe.
  Even when score reports are ordered well in advance, they often still do not arrive on time. This puts students at risk of missing critical deadlines and being removed from programs, through no fault of their own.
  The College Boards response to these complaints has been to repeat the timelines listed on their website. This is not a meaningful solution. It ignores the reality that the current system is outdated and fails to meet the needs of students and institutions.
  Score reports should be accessible electronically. Customers should be able to track the status of their request in real time. **************** representatives should be properly trained and reachable. I am urging the College Board to improve this process and make changes that reflect the urgency and importance of the documents they are responsible for providing.

   

   

   

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

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

• Initial Complaint

  Date:06/03/2025

  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.

  My son was registered for his SAT exam on 6/7/25. The first testing location was canceled so we re-registered for another location. We received an email on 6/3/25 that this location has been canceled as well. When I called customer service to see if he could take the exam at any test site on 6/7/25 in the entire state of ******** I was told that registration was closed. My son has been preparing for this upcoming exam for months. Shame on you College Board. You are running a monopoly and your poor execution of your business model is effecting young students.

  Business Response

  Date: 06/04/2025

  When this customer contacted customer service on 6/3 about the cancellation and refund of their registration, they were advised that since it was past the late registration deadline for our **** test date they would need to register for one of our future test dates. Currently SAT registration is open for: August 2025, September 2025, October 2025, November 2025, December 2025, March 2026, and May 2026.
  
  Per the SAT Testing Rules agreed to when all test takers register for the exam:
  "Test centers have sole discretion over their availability and may choose to close at any time, up to and including test day. College Board does not have control regarding these closures. When this occurs, College Board will attempt to work with the test center to schedule a makeup test or move you to another test center. If no other options are feasible, College Board may, in its sole discretion, issue a refund for your registration fee."

  Customer Answer

  Date: 06/04/2025

  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:

  The response places blame on other people. This is your organization and should be held solely responsible. My student was registered on time twice and College Board should be able to help find another location for the test to be taken when originally scheduled and not place blame on my student because registration is now closed! My student is not available to take the tests during the other test dates and dates from September on are too late for College applications, which the College Board  should know and there has been no attempt to place him at a different testing center. What is the purpose of your customer service if they can not help at all...its a call center.  ************ truly is a disgrace and now I fully understand why many colleges no longer require the SAT tests.  

   

   

   

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

  
  P***** *** parent 
  
  
  
  
   
  

• Initial Complaint

  Date:06/03/2025

  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.

  Close to mid May is when typically all of the ** exams take place, we sign up for the course understanding this fact and knowing that we will have to prepare for it during May, this was something that I had no problem with whatsoever. That being the case I, **** ****, sat down to take my ** United States History exam like everyone else at ********************, I took just about two and a half hours of this exam, finished the entirety of the multiple choice section, finished the entirety of the short answer question section, and nearly all of the Document based question section. A very large portion. again taking just about two and a half hours too complete, of a very difficult, rigorous, and comprehensive test. When I began too look back at my responses for all of the above, none of my writing was saved, meaning that everything I had just done was essentially pointless because none of it was saved anywhere, not internally, not on the computer, just simply gone. This was nothing I did, just like everyone else I was taking my test exactly like normal, anyone in the room, including the ******* of the exam would say the exact same thing. Immediately I told the ******* who told my **-coordinator who attempted to assist me in seeing what the issue was, however after observing the issue first hand she immediately realized that there was practically nothing I could do. She immediately tried contacting College Board who's only advice was too have my retake the test more than a week later. I knew instantly that this simply was not going to work for me, the reason being that I would forget at a minimum some of the information and because of other already existing commitments I would not have enough time to prepare myself equally to how I was prepared at the time of the test before, and not equally too every other student taking this exam.

  Business Response

  Date: 06/03/2025

  Please be advised that schools are responsible for registering students for Advanced Placement (**) exams, and for ordering and administering the exams. Students should work through their ** Coordinator regarding any concerns they have about ** courses, exam registration, and the taking of ** exams at their school.
  
  This student encountered a testing issue on the standard testing date of 5/9. Due to their issue, they were provided the opportunity to retake the exam multiple times. They were provided the same opportunity extended to all students who need the chance to retest. The student's school updated their registration for each new opportunity to take the exam, which included both the Late Testing window and the Exception testing window.  5/30/25 was the final day of ** Exception Testing for ** 2024/25. The student declined all opportunities to retest, including Exception Testing. There are no further testing options for the 2024/25 school year for ** exams. This student can take the ** exam next year if they are still in high school, or they have the option of taking CLEP exams. CLEP exams offer significant flexibility for testing options and can earn you college credit at ***** colleges.
  
  Please be advised that College Board does not bill students for ** exams. College Board only bills schools for ** exams. Whether or not schools choose to bill students for ** exams is a school level decision. Any concerns that a student may have regarding payments made for ** exams should be directed to their school's ** Coordinator.
  
  There is no fee for enrolling in ** courses, either for students or schools. Any concerns that a student may have regarding payments made for ** courses should be directed to their school's ** Coordinator.
  

• Initial Complaint

  Date:05/23/2025

  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.

  On May 3, 2025, my child was registered to take the test in *************. It was moved from ****************** to a strip mall, the *************************** at **********************, which seemed to have been set up for a wedding or prom. This location had insufficient server capacity, and it was hours before test takers could access the test, after officials had them continually trying to connect and changing rooms several times to find wi-fi network. After the test, test takers were at first given a fixed retest date of May 17. Then they withheld the exam results. When I contacted the College Board for the results and for a refund, they told me I could only get one or the other. My kid prepared for the test and deserved to get a good test administration, including her results. The College Board should issue a refund in recognition of a terrible test administration, and to allow her to reschedule and retake her test under good conditions.

  Business Response

  Date: 05/28/2025

  Based on this customer's statements in the Desired Settlement and the Complaint Details fields, College Board has already provided what the customer is requesting.
  
  The customer was provided a refund of the registration fees based on the issues that occurred on test day.
  The customer was offered a makeup test option, but opted out of it.
  The customer elected to receive scores for the exam, so the test taker's scores were released and are available to be sent to colleges and universities.
  The customer can register their test taker for any future SAT date using the refunded fees.
  SAT Test dates can be found here: ***************************************************************
  
  On 5/3/25, an email was sent to the email address associated with the test taker's account apologizing for the experience on test day, informing them that due to this we will be refunding their registration fees, and that we would be following up with information about makeup testing.
  
  On 5/6/25, we refunded the registration fees. All refunds take 3-5 business days and the funds are returned to the original form of payment used.
  
  On 5/8/25, an email was sent to the email address associated with the test taker's account advising they had the option to keep their original score, take the makeup exam on 5/17/25, or if they did not wish to keep the scores and were unable to attend the makeup test for any reason, they could cancel the scores. This is why the scores were not released immediately.
  
  On 5/19/25, the customer contacted customer service to request the scores. The exam scores were released at that time.
  

• Initial Complaint

  Date:05/23/2025

  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.

  AP College Board refuses to honor my AP Test I took and paid for, by not correcting the information to send to my college. They messed up my date of birth on the their records and refuse to fix the mistake. I either would like my date of birth corrected updated as emailed to the company, or a full refund for the 2 test and the transcript fees ($225).

  Business Response

  Date: 05/28/2025

  Students are responsible for the accuracy of the information they provide when registering for College Board exams. The personal information on AP Archive Score Reports is based on the most recent information the student had provided us at the time of archiving. These files are stored as static files of the original score report and cannot be altered.
  This customer has been advised we cannot alter the score report file and that they will need to work with their school to explain the circumstance.

  Customer Answer

  Date: 05/30/2025

  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:

  [Your Answer Here]

   The AP college board is unable to fulfill their part to honor the test results and provide that to the school for credit.

   

   

   

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

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

• Initial Complaint

  Date:05/06/2025

  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.

  Called customer service today 5/6/25. Sent an archived score request form on 4/19, which customer service *** confirmed was received 4/24. **************** claims card was charged and declined yesterday 5/5, which is incorrect, as there are sufficient funds in the bank account. Asked ******************************************* to help me resolve payment and they refused, citing that I need to start the process all over again.I waited 3 weeks and received no notification of receipt, processing, no notification of error, offer of resolution or any official contact whatsoever. I have a deadline to meet and I cannot wait 3 more weeks because College Board does not want to complete this purchase.Please assist me in resolving this issue and issuing my test scores which I requested nearly one month ago. Immediately.

  Business Response

  Date: 05/06/2025

  If payment was declined, the customer will need to resubmit their request, ensuring that the payment information provided is accurate and has sufficient funds for the requested score report(s).
  
  The AP Archive Score Report form can be resubmitted by mail again, or via fax - ************.

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service 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 registered my son for an SAT exam and they specifically asked if I had a device and I said no. The registration was complete. When I went back to check the time of exam, I did not see the time. I called back an dthey informed me that he was not fully registered because he did not have a device. I told them he needed one and they said they could not provide. I called the high school where he was taking test and they did not have one either. Why is college board registering for this test if they are not going to provide this support for students. So basically my son will be turned away to take exam because he has no device. If that is the case, this test proves not to be equitable.

  Business Response

  Date: 05/06/2025

  This customer created their registration on 11/28/24 for the 5/3/25 SAT test date. Steps regarding device lending requests are located several places on the College Board website, include this link: **************************************************************
  
  The customer did not complete the device request form in their account after completing their registration. This form must be completed at least 30 days prior to the test date that the device is being requested for.
  
  The customer contacted customer service on 5/1/24, two days prior to the test date, and was provided direction that it was too late for College Board to provide a device. The customer was advised that if they could borrow a device from a relative, or the student's school, or someone else, they would still be able to test.
  
  The student was able to locate a device and completed testing.

• Initial Complaint

  Date:04/04/2025

  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 registered my child for the SAT exam scheduled for 6/7/25 on 3/11/25. Due to a schedule conflict on that day I tried to reschedule her exam for 5/3/25. I was directed to the website and instructed to first register for the new date and then cancel the second exam to receive a refund. I completed the new registration for 5/3 as instructed and when I followed the prompts to cancel the exam scheduled for 6/7 there was a notification of a cancelation fee of $29. This information was not given before and there was no option top just reschedule the exam for the new date. Paying again for the exam under the impression of getting refunded $68 and then being charged $29 is unfair and dishonest.

  Business Response

  Date: 04/10/2025

  Information regarding cancellation an SAT registration is listed on our website here: *************************************************************************************************

  The customer was assisted by a customer service agent on 4/4 and their issue was fully resolved per their request. If they have additional questions or concerns than can reach out to our customer service team.

• Initial Complaint

  Date:04/03/2025

  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.

  My college board ID: ********* I am filing this complaint against College Board due to the significant delay in receiving my SAT scores from the March 8th, 2025 test administration. According to the original timeline provided on the College Board website, scores were expected to be released by March 21st. However, I did not receive my scores on that date.After contacting College Board multiple times, I was informed that, due to unspecified issues, my scores would be delayed by 4 to 6 weeks starting from March 21st. On Thursday of last week, a customer service agent finally created a case for me (Case Number: ********) and assured me over the phone that my scores would be released between April 7th and April 9th.However, today I received an email stating once again that I will need to wait 4 to 6 weeks from March 21st for my scores to be released, and that the timeframe previously given by the phone agent does not reflect the decision of their higher department. This inconsistency in communication and shifting timelines has caused me extreme stress and has seriously jeopardized my academic ********** of my college offers requires submission of SAT scores no later than April 7th. If I cannot provide official scores by that date, the offer will be revoked. College Boards failure to deliver my results on timeand the lack of consistent, reliable communicationhas put me at risk of losing a valuable educational opportunity through no fault of my own.I am requesting urgent action from College Board to:1.Release my SAT scores immediately, or 2.Provide an official written statement explaining the delay and confirming the expected release date, which I can submit to my college as verification.This situation has caused me significant emotional distress and may result in serious academic consequences.

  Business Response

  Date: 04/03/2025

  On 4/3/25 this customer was provided an email with an explanation of the delay and confirmation that the scores will be released within 6 weeks of 3/21/2025. College Board cannot guarantee a more specific release date than this. This information is consistent with what was shared to the customer on each of their phone calls on 3/24/25 to customer service. This information was confirmed via phone to the customer again today, 4/3/25 by customer service.

  Customer Answer

  Date: 04/15/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* **